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.

• Resource Order Management (L2 / On-Call Services)

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.