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Setting What the setting does
Action Determines how stranded calls are handled:
l Leave in queue: calls remain in the queue
l Treat as though line is busy: calls are handled according to the options
set up for handling busy calls
l Transfer to phone number: calls are forwarded to the phone number
shown here
l Night service: calls are handled according to the options set up for the
night service
l Ring until the caller hangs up: the caller hears ringing until they hang
up
l Play announcement until caller hangs up: the caller hears a message
until they hang up
Audio You can choose one of the following options:
l Use the default system message
l Provide the links to up to four messages
l Upload up to four custom messages
If you enter more than one message, the messages are joined together before
they're played.
Call centre call distribution policies
When you set up a call centre, you set up a list of agents to answer calls. You also assign a call distribution
policy to the call centre, which determines how incoming calls are distributed among the agents.
The regular and circular distribution policies use the order of the agents in the list when calculating how to
distribute calls.
Types of call distribution policy
The call distribution policy defines what happens when the call centre receives a call that doesn't have to be
queued or when a call reaches the front of the queue. You can choose from the following options:
Policy Rules applied
Regular The system tries to transfer the caller to the first agent in the list. If the first agent
cannot take the call, the system works sequentially through the list of agents to
find an agent who can take the call.
One Net Service Portal for administrators
One Net Service Portal - Version 1.0/3 June 2016
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