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.

• Click the right arrow button.

• 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.