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Overriding forwarding site calls
About overriding site-wide settings
An administrator can use the forwarding site calls service to forward calls for some or all users at a site to a
different phone number at certain times, for example out of business hours.
Read about forwarding site calls>
An administrator can override the site-wide settings for individual users. For example, the administrator might
forward all site calls overnight. This situation would cause a problem if overnight calls to a particular individual
need to be forwarded to a different number. In this case, the administrator could deactivate forwarding site calls
for that user. Then they could use a user-level option, such as forward selected calls, to forward the user's calls
to the correct number.
To override the site-wide settings for a user
1. At the top of the screen, select a user name from the User list.
2. Select Call services > Forward site calls.
3. Change the activation setting.
Call centre agent - administrator settings
About call centre agent settings
Some call centre agent settings can only be changed by an administrator.
Joining call centres
To change whether a user is joined in a call centre
1. Select Call services > Call Centre Agent> View call centres.
Any call centres for which the user is an agent are listed.
2. Select Join for the call centre you want to change.
Changing agent settings
To change a user's agent settings
1. Select Call services > Call Centre Agent > Edit.
2. Enter your settings.
Setting What the setting does
Use guard timer
setting
Determines the length of time after an agent has finished a call before the next
call is offered to them.
If you don't want to use the default setting, select User. If you want to use a timer,
select Enable guard timer and enter the number of seconds.
One Net Service Portal for administrators
One Net Service Portal - Version 1.0/3 June 2016
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