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Setting What the setting does
Automatically answer
calls after waiting
Sets the agent's phone to automatically answer a call after it has been ringing
the phone for the number of seconds shown here. This feature only works on IP
phones.
Assigning agents to the call centre
You must create a list of the users who will receive the calls for the call centre. If you choose the regular or
circular distribution policy for the call centre, the order of the names in the list affects how many calls
each user receives.
Only users who are licensed for to use a call centre can be assigned as agents.
To add agents to the call centre
1. At the top of the Agents section, search for users.
Any users found by a search appear in the Available users list.
2. Move the users you want to be agents for the call centre to the Assigned users list.
3. Move the names up or down the list if you're using regular or circular call distribution.
Assigning supervisors to the call centre
You can create a list of the users who will act as supervisors for the call centre. Supervisors can assign
agents to manage in One Net Service Portal.
To add supervisors to the call centre
1. At the top of the Supervisors section, search for users.
Any users found by a search appear in the Available supervisors list.
2. Move any suitable users to the Assigned supervisors list.
Call services
If the call centre has call services assigned, such as voicemail, you can set up these services as you would for a
normal user.
Read about activating call services>
Announcements
You can set up announcements to play to callers, such as a welcome message, estimated wait time and on-
hold music.
Music rights
Before you upload music, you must check that you have the rights to play it.
One Net Service Portal for administrators
One Net Service Portal - Version 1.0/3 June 2016
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