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Call centres
Call centres are not available with One Net Express
Call centre enterprise settings
Information for enterprise administrators
A call centre is a virtual user that queues calls and distributes them to agents according to the policy you
assign to it. A call centre is created at site level, although the agents assigned to it can be from any site in the
organisation. Some call centre settings are defined at the enterprise level so they can be used for call centres
at all sites.
To change the call centre settings
1. Select Call centre > Call centre settings.
2. Enter your settings.
Agent unavailable codes
When an agent changes their availability to unavailable, they can also enter the reason why they're
unavailable. The agent unavailable codes are defined at the enterprise level.
Setting What the setting does
Enable agent
unavailable codes
Lets agents enter an agent unavailable code when they change their
availability to unavailable. The codes shown here are used as defaults in each
of the situations listed.
Force the use of agent
unavailable codes with
the default code
Requires agents to enter an agent unavailable code when they change their
availability to unavailable. The code shown here is used if an agent doesn't
supply a valid code.
Agent unavailable codes You can add, edit or remove codes using the buttons on the screen.
Disposition codes
A call disposition code provides additional information about a call. For example, it might indicate that a
customer has reported a fault or is chasing an order. Agents can add call disposition codes during or after a
call. Call disposition codes can be defined at the enterprise level for use with all call centres, or for
individual call centres.
Setting What the setting does
Disposition codes You can add, edit or remove call disposition codes using the buttons on the
screen.
One Net Service Portal for administrators
One Net Service Portal - Version 1.0/3 June 2016
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