How to add a Cellphone Number to a Call Queue

This page is part of the NOVA Manager Portal section.

Adding Off-net Numbers to a Call Queue

With our VoIP system, you can add a cellphone to a ring group just like a desk phone. This is useful field techs, remote employees, and optimizing emergency after hours response times.

Portal

Login to nova.vestednetworks.com

Call Queues

Open the Call Queues tab

Edit Agents

On the right side, you can see a column labeled Agents (Available). Click on the Blue hyperlink for the queue you are wanting to add a cellphone to

Agents in Queue

Now you should see a list of your call queue devices

Add Agent

At the Bottom, click on where it says Add Agent

New Agent Popup

Agent Phone Number

Now enter the cell phone number you would like to ring in the text box labeled Agent Phone

Make sure you click the drop down as shown above before continuing. After clicking the drop down, it should look like this:

Agent Options

Now you can choose from the following options for this cellphone user

1. Status- Toggles the cellphone to ring (Online) or not ring (offline) when a call enters the queue
2. Wrap Up Time- This is how long the queue will wait after the cellphone has completed a call before offering the agent another call
3. Max Simultaneous Calls- This is how many calls the queue is allowed to offer an agent at a time. For cellphones it is recommended to leave this option set to 1
4. Max SMS Sessions- This feature is not needed for a cellphone number
5. Queue Agent Priority- Leave this at 1
6. Request Confirmation- This makes the cellphone press 1 to accept a call coming from the call queue. It is recommended that all cellphone numbers have this feature checked/enabled. This option helps the cellphone user know it is a work call as they have to press 1 to accept it. As well as it prevents the call from hitting the users personal voicemail message, and will keep the call routing based on our settings and not the cellphone's.
7. Auto Answer- This feature is not recommended for cellphones

Once you have all of your settings configured, click Save to complete the setup

If you have any questions about this process, or if you need assistance, please reach out to our Support Team by dialing HELP(4357) on your desk phone, calling (972) 924-6488, or submitting a ticket.