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Setting up a call centre
Information for administrators
What is a call centre?
In One Net Business, a call centre is a queue that administrators create in One Net Manager. Your organisation might, for example, have a queue for sales calls and a queue for technical support calls. A call centre has one or more phone numbers that customers can call. When customers call one of these numbers, their call is placed in the queue. Calls are presented to agents in the order in which they arrived.
Create a new call centre in One Net Manager
To create a new call centre you add a new user in One Net Manager.
When you add a new user to your site, you specify the licences they need and their phone number.
The user is created in a 'Pending' state, which means they can make but not receive calls. When Vodafone has activated the user, it changes the state to 'Activated' and the user can receive calls. If the user can't be activated, their state shows as 'Failed'. Contact the One Net Business team for advice.
You can't delete a user or modify their configuration settings until they are active.
To add a user
For administrators only
- Select Manage users.
- Select Add New Users.
- Select an available phone number from the list.
- From Lizenztyp, select the call centre edition.
Choose the Call Center - Basic or the Call Center - Standard.
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From Additional Licence Options, select any additional services that the user needs.
Typically for a call centre you should select Voice Messaging User (Unlimited), Redirection number and all the call forwarding options.
- Enter a name for the call centre.
- Select Add Call Centre.
Choose and set up a call distribution policy
Note: You can only move onto this step when the new call centre has status 'Activated'. Check the All Users list on the Manage users tab.
Call distribution policies determine how incoming calls are presented to agents.
Read more about call distribution policies
For administrators only
- In One Net Manager, select User services.
- From the User services list, select One Net Call Centre.
- From the One Net Call Centre list, select the new call centre.
- If your new call centre is for a specific department of your organisation, select an option from the Department list.
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Select a call distribution policy from Group Policy.
Note: There is a risk of misreporting dropped calls when using the simultaneous call distribution policy.
- If you selected Weighted Call Distribution, select Edit and enter a percentage for each agent. You can come back and do this step later.
- Proceed to selecting agents.
Select agents and supervisors to staff the call centre
Select agents to answer calls from the call centre
You select agents for your call centre from the Agents box.
For administrators only
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Select agents from Available Users and select Add.
You can search for a specific agent by name.
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Select Move Up and Move Down to change the position of agents in the list.
The order in this list determines the ringing order for regular and circular call distribution policies.
- Proceed to selecting supervisors.
Select supervisors to supervise the call centre
You select supervisors for your call centre from the Supervisors box.
Note: If you decide to promote an agent to supervisor, make sure you remove them from the Assigned list before you add them to the Assigned Supervisors list.
For administrators only
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Select supervisors from Available Supervisors and select Add.
You can search for a specific supervisor by name.
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Select Move Up and Move Down to change the position of supervisors in the list.
The order in this list determines the ringing order for escalated and emergency calls.
- Proceed to setting up announcements.
Set up announcements and music
Announcements include comfort messages. Comfort messages are announcements that customers hear while their call is queued. Messages might include the position in the queue and approximate waiting time.
You set up announcements and music on the Announcements tab of the Profile tab. Return to the top of the page to see this.
You can choose to upload your own custom announcements.
See a list of compatible file formats for announcements
For administrators only
- From the Announcements list, select an announcement.
- Select an Audio option.
- If you selected Custom, browse to a recorded message and select Upload.
- Repeat steps 1-3 for each type of announcement.
- To play an entrance message to customers, select .
- To always play an entrance message to customers even if the call is immediately offered to an agent, select .
- Proceed to setting up announcements.
Choose call routing policies
For administrators only
You set up call routing policies on the Call Centre routing policies tab.
Choose what you want to happen to bounced, stranded and overflow calls. You can also choose whether to bypass the comfort message for calls waiting less than your specified time interval.
The call routing policies you see in One Net Manager depend on the edition you have.
Read more about call centre routing policies
