Queue Manager-Oncall - Revision history

Cmseditors at 20:14, 18 December 2025

2025-12-18T20:14:30Z

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	The Queue Management Module empowers project leaders with full control over the resources in each service desk on-call queue. Users can assign, unassign, and modify the associated telephone numbers to ensure up-to-date and accurate on-call rotation management.		The Queue Management Module empowers project leaders with full control over the resources in each service desk on-call queue. Users can assign, unassign, and modify the associated telephone numbers to ensure up-to-date and accurate on-call rotation management.

			On-Call means being available to respond to urgent issues outside of your regular working hours. While you aren't 'at work,' you must be reachable by phone and ready to assist if a critical situation arises. Our system uses a priority list to ensure the right person is contacted first.

	==Usage requirements==		==Usage requirements==

Cmseditors at 17:16, 9 December 2025

2025-12-09T17:16:02Z

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	*'''Resource Order Management'''		*'''Resource Order Management'''
	:~~For~~ L2 or On-Call service queues, ~~you have the ability to change the sequence in which resources receive calls. Utilize~~ the side arrow buttons to modify the ringing order for the assigned resources.		:To change the sequence in which resources receive calls for L2 or On-Call service queues, use the side arrow buttons. This allows you to modify the ringing order for the assigned resources.
	:[[File:Queue manager img10.jpg\|500px\|link=\|caption]]		:[[File:Queue manager img10.jpg\|500px\|link=\|caption]]

Cmseditors at 17:13, 9 December 2025

2025-12-09T17:13:55Z

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	*To begin, navigate inside the module and locate the "Cell phone number" option.		*To begin, navigate inside the module and locate the "Cell phone number" option.
	:[[File:SDQM-Oncall-1.jpg\|500px\|link=\|caption]]		:[[File:SDQM-Oncall-1.jpg\|500px\|link=\|caption]]


	*Enter the telephone number, ensuring you follow the dial pattern (format) specified by the ITIS Call Manager team. Spaces are not permitted in this field.		*Enter the telephone number, ensuring you follow the dial pattern (format) specified by the ITIS Call Manager team. Spaces are not permitted in this field.
	:[[File:SDQM-Oncall-2.jpg\|500px\|link=\|caption]]		:[[File:SDQM-Oncall-2.jpg\|500px\|link=\|caption]]


	*Click the right arrow button.		*Click the right arrow button.
	:[[File:SDQM-Oncall-3.jpg\|500px\|link=\|caption]]		:[[File:SDQM-Oncall-3.jpg\|500px\|link=\|caption]]


	*Finally, click the "Apply changes" button to apply your changes.		*Finally, click the "Apply changes" button to apply your changes.


	*'''Resource Order Management'''		*'''Resource Order Management'''

Cmseditors at 17:13, 9 December 2025

2025-12-09T17:13:35Z

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	:[[File:SDQM-Oncall-1.jpg\|500px\|link=\|caption]]		:[[File:SDQM-Oncall-1.jpg\|500px\|link=\|caption]]

	*Enter the telephone number, ensuring you follow the dial pattern (format) specified by the ITIS Call Manager team.		*Enter the telephone number, ensuring you follow the dial pattern (format) specified by the ITIS Call Manager team. Spaces are not permitted in this field.
	:[[File:SDQM-Oncall-2.jpg\|500px\|link=\|caption]]		:[[File:SDQM-Oncall-2.jpg\|500px\|link=\|caption]]

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	*Finally, click the "Apply changes" button to apply your changes.		*Finally, click the "Apply changes" button to apply your changes.

	*'''Resource Order Management ~~(L2 / On-Call Services)~~'''		*'''Resource Order Management'''
	:For L2 or On-Call service queues, you have the ability to change the sequence in which resources receive calls. Utilize the side arrow buttons to modify the ringing order for the assigned resources.		:For L2 or On-Call service queues, you have the ability to change the sequence in which resources receive calls. Utilize the side arrow buttons to modify the ringing order for the assigned resources.
	:[[File:Queue manager img10.jpg\|500px\|link=\|caption]]		:[[File:Queue manager img10.jpg\|500px\|link=\|caption]]

Cmseditors at 17:10, 9 December 2025

2025-12-09T17:10:57Z

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	*Finally, click the "Apply changes" button to apply your changes.		*Finally, click the "Apply changes" button to apply your changes.

	*'''~~Change resource order~~ (~~only for~~ L2 ~~or Oncall services~~)'''		*'''Resource Order Management (L2 / On-Call Services)'''
	:~~If the project queue belongs to an~~ L2 or ~~oncall~~ service you ~~can~~ change the ~~order~~ in which resources receive calls. ~~The~~ arrow buttons ~~on the side will allow you~~ to ~~change~~ the ringing order for the resources ~~assigned to the queue~~.		:For L2 or On-Call service queues, you have the ability to change the sequence in which resources receive calls. Utilize the side arrow buttons to modify the ringing order for the assigned resources.
	:[[File:Queue manager img10.jpg\|500px\|link=\|caption]]		:[[File:Queue manager img10.jpg\|500px\|link=\|caption]]

Cmseditors at 17:09, 9 December 2025

2025-12-09T17:09:36Z

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	*Finally, click the "Apply changes" button to apply your changes.		*Finally, click the "Apply changes" button to apply your changes.

			*'''Change resource order (only for L2 or Oncall services)'''
			:If the project queue belongs to an L2 or oncall service you can change the order in which resources receive calls. The arrow buttons on the side will allow you to change the ringing order for the resources assigned to the queue.
			:[[File:Queue manager img10.jpg\|500px\|link=\|caption]]



	[[Category:Issabel_User_Guide]]		[[Category:Issabel_User_Guide]]

Cmseditors at 17:07, 9 December 2025

2025-12-09T17:07:19Z

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	*Click the right arrow button.		*Click the right arrow button.
	:[[File:SDQM-Oncall-3.jpg\|500px\|link=\|caption]]		:[[File:SDQM-Oncall-3.jpg\|500px\|link=\|caption]]

			*Finally, click the "Apply changes" button to apply your changes.


	[[Category:Issabel_User_Guide]]		[[Category:Issabel_User_Guide]]

Cmseditors at 17:05, 9 December 2025

2025-12-09T17:05:29Z

← Older revision		Revision as of 17:05, 9 December 2025
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	:[[File:SDQM-Oncall-2.jpg\|500px\|link=\|caption]]		:[[File:SDQM-Oncall-2.jpg\|500px\|link=\|caption]]

			*Click the right arrow button.
	:[[File:SDQM-Oncall-3.jpg\|500px\|link=\|caption]]		:[[File:SDQM-Oncall-3.jpg\|500px\|link=\|caption]]


	[[Category:Issabel_User_Guide]]		[[Category:Issabel_User_Guide]]

Cmseditors at 17:04, 9 December 2025

2025-12-09T17:04:16Z

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	*Enter the telephone number, ensuring you follow the dial pattern (format) specified by the ITIS Call Manager team.		*Enter the telephone number, ensuring you follow the dial pattern (format) specified by the ITIS Call Manager team.
	:[[File:SDQM-Oncall-2.jpg\|500px\|link=\|caption]]		:[[File:SDQM-Oncall-2.jpg\|500px\|link=\|caption]]

			:[[File:SDQM-Oncall-3.jpg\|500px\|link=\|caption]]


	[[Category:Issabel_User_Guide]]		[[Category:Issabel_User_Guide]]

Cmseditors at 16:55, 9 December 2025

2025-12-09T16:55:14Z

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	[[Category:Issabel_User_Guide]]		[[Category:Issabel_User_Guide]]


	~~==FAQ==~~
	~~;1. How do I request my access to enter the Call Manager tool?~~
	~~:Write us your request to the following DL: [mailto:itis.cmsupport@softtek.com itis.cmsupport@softtek.com]~~

	~~;2. The module does not appear or I do not have any queue assigned to the project..~~
	~~:You must report it to Call Manager Support team so that they can assign you the corresponding permissions.~~
	~~:[[File:Queue manager img11.jpg\|350px\|link=\|caption]]~~

	~~;3. Not all the agents belonging to the project appear.~~
	~~:Ask the Call Manager support team for help in adding the missing agent.~~
	~~:[[File:Queue manager img12.jpg\|350px\|link=\|caption]]~~

	~~;4. What happens if unnamed extensions appear in the queue?~~
	~~:It usually occurs when requesting to unregister the extension of an agent that no longer belongs to the project. You can leave the extension to be assigned to a new agent in the future or delete it.~~
	~~:[[File:Queue manager img13.jpg\|350px\|link=\|caption]]~~