Queue Manager-Oncall

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.

FAQ

1. How do I request my access to enter the Call Manager tool?

Write us your request to the following DL: 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.

3. Not all the agents belonging to the project appear.

Ask the Call Manager support team for help in adding the missing agent.

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.