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Managing queues
If One Net Receptionist is integrated with One Net Call Centre and you are assigned to a call centre as an agent or supervisor, you can monitor call centre queues and manage call centre calls from One Net Receptionist.
You can't use One Net Call Centre and One Net Receptionist at the same time.
If you're already logged in to one of those applications, you'll automatically be disconnected when you log in to the other.
Monitoring queues
You can choose to monitor specific call centre queues. A queue might be a department, for example, technical support or sales. A queue could also be a specific company, if your call centre handles calls for multiple companies.
You can monitor up to five One Net Call Centre queues, and view up to 50 calls per queue, in Queued calls.
To select queues to monitor
- From Queued calls, select
> Edit monitored queues. -
Select or clear queues.
You can select up to five queues to monitor.
- For each standard queue, set the total number of calls to display.
-
For each advanced queue, set how many calls of each priority level to display.
You can have a total of 50 calls for each queue, distributed across the priority levels.
Queue management tasks
To answer a call from a queue
- From Queued calls, select a queue.
- Select a call.
- Select Retrieve.
To transfer a call to another queue
- From Queued calls, select the queue you would like to transfer a call from.
- Select a call to transfer.
- From > Queues, select the queue you would like to transfer the call to.
- Select Txr.
To transfer a call from a queue to a number that is not in your contacts list
- From Queued calls, select the queue you would like to transfer a call from.
- Select a call to transfer.
- At the top of Call console, enter a number.
- Select Transfer.
To change the position of a call in a queue
You can't move a call ahead of a bounced call.
- From Queued calls, select a queue.
- Select a call.
- Select Reorder.
- Select a position number, send the call to the front of the queue or send the call to the back of the queue.
To group or sort calls in a queue
You can group calls by priority level or sort calls by wait time. You can't sort grouped calls.
- From Queued calls, select
> Group > Group by priority.
Or
- From Queued calls, select > > Longest wait or Longest wait in priority
Advanced One Net Call Centre queues only
To promote a call to a higher priority level
- From Queued calls, select a queue.
- Select a call.
- Select Promote.
The call moves to the next-highest priority level.
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