X Provisioning a New Call Center Queue

Goto 'Call Centers' section of OSSmosis 5

Click 'Manage' under Queue Management

Click 'Manage' under Call Center Queues

Click the orange circle in the bottom right corner

Then, click "Create Call Center' 

Input a Call Center Name, ID, and a type

There are 3 types of call center queues (Basic, Standard, and Premium) - Usually a client will have the same type of queue for all queues.

There is also an option to 'clone' an existing call center that will copy the name, and routing settings.

Once all fields are populated, click the grey circle with right arrow on the right to goto the next page

Populate all applicable fields

First/Last Name (Calling Line ID): Usually the queue name. It will be displayed on the agents phone or call control client along with the inbound caller's Name and Number

Phone Number: If customer would like a Direct Dial Number Associated with the queue, choose a number from the reserve pool listed in the dropdown

Extension:Assign an extension for the queue. (If possible make it the last 3 or 4 digits of the Phone Number (If Phone Number applies)

Department: Choose department. If customer does not use departments. Leave as 'none'

Time Zone: This should already match the time zone the group/location is configured with. Leave as is.

Language: Leave English

Supervisor Password: (Only necessary if the customer is using Unity Agent for the agents to take calls) (See: Agent Cannot See Queues in Unity) 

Configure the Call Center Routing Settings as specificed by the customer

Or, advise the customer they can configure the call center queue routing via their OSSmosis admin account

Click 'Finish' to provision the queue

Note: If a DID (phone number) was ordered for this queue, it will have to be activated.