Main menu
One Net Business
One Net Business
Administration
System requirements
Requirements for One Net Business applications
One Net Business Help & Support
One Net Manager help for administrators
Share
Print
Call centre settings
Information for 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.
Read about the enterprise settings for a call centre >
Call centres come in two editions: the Call Centre Basic edition and the Call Centre Standard edition. Each edition has a different level of features included. Your organisation can have a mixture of editions, so that each person gets the edition they need for their role.
Read about call centre editions >
Updating different editions of call centres
Different call centre editions have different features. If you can't see or can't change a call centre setting, it means that the feature is not enabled for the call centre edition that you're changing.
Certain settings are only visible when a feature is turned on.
To change the settings for a call centre
- If you're an enterprise administrator, select the required site.
- Select Standortdienste.
- Select Standortdienste > Callcenter.
-
Select a call centre from the list.
The selected call centre is shown in Callcenter at the top of the screen. You can select other call centres from this list to change their settings.
- Select the menu option or tab to change the settings described in the sections below.
Call centre profile
Profile settings
The call centre profile settings are described below.
|
Setting |
What the setting does |
|---|---|
|
Name |
Identifies the call centre. For example, this is the name used if the call centre is listed in the company's main phone book. |
|
Abteilung |
Select a department if you want to assign the call centre to a department. |
|
Namensanzeige |
Defines the caller ID name presented to agents when they take call centre calls. |
|
Zeitzone |
Defines the time zone that is used as a baseline when configuring time schedules. |
|
Anrufverteilung |
Defines the way in which calls are distributed to agents. |
|
Statistiken |
Sends an email with call centre statistics to up to two recipients, for example supervisors or team leaders. Select Bearbeiten, choose the reporting period and provide the email addresses to receive the report. Select Täglicher Bericht if you want the information aggregated and emailed once a day. |
Call centre settings
The call centre settings are described below.
|
Setting |
What the setting does |
|---|---|
|
Länge der Warteschleife |
Defines the maximum number of calls that can be held in the queue waiting to be answered. This doesn't include calls that agents are currently taking. If a call cannot be queued because the maximum number of calls are already waiting, the call can be transferred to another number or to voicemail, depending on the overflow option set up for the call centre. |
|
Externe Berichterstattung für Callcenter aktivieren |
Allows full call centre reports to be generated. This option should always be selected. |
|
Anrufern gestatten zu wählen um aus der Warteschleife auszuscheren |
Plays an announcement to waiting callers giving the number shown here for them to dial if they want to leave the queue, for example to leave a message or call back later. |
|
Zwischen Wartemusik und Anrufannahme hört Anrufer Klingelzeichen |
Interrupts any on-hold music or messages to play ringing to a caller when their call is being delivered to an agent. |
|
Bei Eintritt in Warteschleife Anruferstatistiken zurücksetzen |
Resets the statistics for a call when it joins a new queue. |
Agent settings
The agent settings are described below.
|
Setting |
What the setting does |
|---|---|
|
Agenten gestatten, Callcentern beizutreten |
Lets agents join and leave call centre queues. If this option is not selected, they are automatically joined and an administrator has to remove them from queues if required. |
|
Anklopfen für Agenten gestatten |
Delivers calls to agents while they are already on a call. |
|
Zuweisen von Anrufen an Agenten im Status „Nachbereitung“ aktivieren |
Delivers calls to agents while they are in the wrap up state. |
|
Max. Timer „Callcenter-Nachbereitung“ aktivieren |
Sets the maximum time that agents can spend in the wrap up state. |
|
Agentenstatus nach Anruf automatisch auf |
Sets the agent's state to the value shown here when they finish a call. |
Assigning agents to the call centre
You must create a list of 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.
You can only assign users to the edition of call centre they are licenced for, or lower. For example: a user with a licence for the call centre basic edition can be an agent for basic call centres but not standard call centres.
You can assign call centre licenses when you're adding or editing users. Select the correct license from .
Read about adding and editing users >
Don't assign users in the 'Pending' state to hunt groups and call centres.
To add agents to the call centre
-
At the top of the Agenten section, search for users.
Any users found by a search appear in the Verfügbare Benutzer list.
- Move the users you want to be agents for the call centre to the Zugewiesene Benutzer list.
- 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 users who will act as supervisors for the call centre. Supervisors can assign agents to manage in One Net Manager.
Only users who are licensed to be call centre supervisors can use the One Net Call Centre. You can assign call centre licenses to users when you're adding or editing users. Select the correct license from .
Read about adding and editing users >
To add supervisors to the call centre
-
At the top of the Supervisors section, search for users.
Any users found by a search appear in the Verfügbare Supervisors list.
The list shows activated users, even if they don't have the supervisor service enabled.
- Move any suitable users to the Zugewiesene Supervisors list.
Anrufdienste
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 uploading music, make sure you have the rights to play it to your customers.
Welcome message
|
Setting |
What the setting does |
|---|---|
|
|
Plays a welcome message to callers. |
|
|
Plays the welcome message even if a caller doesn't have to wait in a queue. |
|
Audio |
You can choose one of the following options:
If you enter more than one message, the messages are joined together before they're played. |
Estimated wait time
|
Setting |
What the setting does |
|---|---|
|
|
Plays a message to callers to inform them of their place in the queue or how long they are likely to be waiting. |
|
|
Plays the estimated wait message at the specified intervals. |
|
Position des Anrufers in der Warteschleife ansagen |
Informs the caller of their position in the queue if they are at or below the position shown here. If the call is above this position, you can choose to play a message informing the caller that there is a high volume of calls. |
|
Wartezeit ansagen |
Informs the caller of their estimated wait time if it is at or below the time shown here. If the wait time is above this time, you can choose to play a message informing the caller that there is a high volume of calls. The estimated waiting time for a call is calculated using call centre data if this is available. If not, the default handling time shown here is used. |
On-hold comfort message
|
Setting |
What the setting does |
|---|---|
|
|
Plays a comfort message to callers at the interval shown here, for example to reassure callers that their call is important and will be answered soon. |
|
Audio |
You can choose one of the following options:
If you enter more than one message, the messages are joined together before they're played. |
On-hold music
|
Setting |
What the setting does |
|---|---|
|
Wartemusik für Anrufe in der Warteschleife aktivieren |
Plays messages to callers when they are waiting in the queue. The messages can be music or other announcements, such as advertisements or instructions on how to find the organisation's website. |
|
Audio |
You can choose one of the following options:
If you enter more than one message, the messages are joined together before they're played. |
Eigenes Klingeln
You can set up different ringtones to alert agents to call centre calls.
Distinctive ringing
|
Setting |
What the setting does |
|---|---|
|
Eigenes Klingelmuster für Anrufe auf Callcentern aktivieren |
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. |
|
Klingelmuster |
Uses the ringtone shown here for call centre calls. |
Can't find what you're looking for?
Did you find this article useful?
Yes
No
Thanks for your feedback.