Queue Manager-Oncall: Difference between revisions

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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==
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*A list with the queues belonging to the project will be displayed in the module. To view or edit agents assigned to a queue, select the "'''Edit'''" option from the preferred queue.
*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.
:[[File:Queue manager img3.jpg|500px|link=|caption]]
:[[File:Queue manager img3.jpg|500px|link=|caption]]




*Inside the queue you will see:
*To begin, navigate inside the module and locate the "Cell phone number" option.
::-Project name
:[[File:SDQM-Oncall-1.jpg|500px|link=|caption]]
::-Queue Aliases
::-Queue number
::-Agents: List of available resources not assigned to the queue
::-Selected: List of resources assigned to the queue and priority
:[[File:Queue manager img4.jpg|500px|link=|caption]]




*'''Add resource (Agent)'''
*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.
:To assign agents to the queue you only have to select the name of the agent, choose the priority and click on the “'''>>'''” button. Once the assignment is finished, save in the button "'''Apply Changes'''".
:[[File:SDQM-Oncall-2.jpg|500px|link=|caption]]
:[[File:Queue manager img5.jpg|500px|link=|caption]]




*'''Remove resource'''
*Click the right arrow button.
:To remove agents from the queue, select them in the “Selected” field and move them to the available agents field with the “'''<<'''” button. To finish save in the button "'''Apply Changes'''"
:[[File:SDQM-Oncall-3.jpg|500px|link=|caption]]
:[[File:Queue manager img6.jpg|500px|link=|caption]]




*'''Change resource priority'''
*Finally, click the "Apply changes" button to apply your changes.
:The process to change only the priority of an agent is similar, you must remove the agent from the queue and without saving changes, assign it again with the new priority. To finalize the settings press the “'''Apply changes'''” button.
:[[File:Queue manager img7.jpg|500px|link=|caption]]


:[[File:Queue manager img8.jpg|500px|link=|caption]]


:[[File:Queue manager img9.jpg|500px|link=|caption]]
*'''Resource Order Management'''
 
: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.
 
*'''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]]
:[[File:Queue manager img10.jpg|500px|link=|caption]]


*'''How to add a telephone number (Static Agents to Oncall services)'''
:If the project queue belongs to an L2 or oncall service you can add a telephone number. This option requires a special queue with static agents. Follow the instructions to introduce the dial pattern. 
:[[File:Img14.jpg|500px|link=|caption]]




[[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]]

Latest revision as of 20:14, 18 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.

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

  • Chrome browser.
  • Call Manager account (Leader profile).
  • Dial Patterns

Process

  • Enter with the credentials of the Call Manager
caption


  • Click on the module "SD Queue Manager"
caption


  • 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.
caption


  • To begin, navigate inside the module and locate the "Cell phone number" option.
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.
caption


  • Click the right arrow button.
caption


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


  • Resource Order Management
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.
caption
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