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Distinctive ringing
You can set up different ringtones to alert agents to call centre calls.
Distinctive ringing
Setting What the setting does
Enable a distinctive ring
pattern for calls from call
centres
Uses a different ringtone for call centre calls so agents know the incoming
call is a call centre call.
Distinctive ringtones are only available on IP phones.
Ring pattern Uses the ringtone shown here for call centre calls.
Ring pattern for force-
delivered call centre calls
Uses the ringtone shown here for call centre calls delivered to an agent
even when their availability for calls is not set to available.
Queue notifications
You can inform agents about the current status of the call centre queue.
Queue notifications
Setting What the setting does
Enable notification of
queue status to agent
devices
Sends messages to agent phones when the number of calls in the queue
reaches the number shown here and when the longest wait time reaches the
time shown here.
Call centre routeing policies
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.
You can define routeing policies to control what happens to calls, for example, during out of office hours or if a
call can't be queued because the queue is full.
To change the routeing policies for a call centre
1. Select Site services > Call centre.
2. Select a call centre from the list.
The selected call centre is shown in Call centre at the top of the screen. You can select other call centres
from this list to change their settings.
3. Select Call centre routeing policies to change the settings described in the sections below.
Forced forwarding
One Net Service Portal for administrators
One Net Service Portal - Version 1.0/3 June 2016
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