Queue Manager-Oncall: Difference between revisions
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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''' | ||
Revision as of 17:13, 9 December 2025
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.
Usage requirements
- Chrome browser.
- Call Manager account (Leader profile).
- Dial Patterns
Process
- Enter with the credentials of the Call Manager
- Click on the module "SD Queue Manager"
- A list with the queues belonging to the project will be displayed in the module. To edit agents assigned to an oncall queue, select the "Edit" option from the preferred queue.
- To begin, navigate inside the module and locate the "Cell phone number" option.
- 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.
- Click the right arrow button.
- Finally, click the "Apply changes" button to apply your changes.
- 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.
