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Bell Total Connect Guide for administrators

About this Guide

Bell Total Connect is a next-generation hosted IP telephony and unified communications service that delivers crystal-clear voice quality and a full range of messaging, collaboration, and conferencing tools. Powered by Canada’s largest MPLS network, you can count on Bell Total Connect to always be available and accessible on multiple devices, including desk phones, desktop computers, and smartphones.

This guide introduces you to the many actions you’ll be able to perform as an administrator of your organization’s Bell Total Connect service, whether through the Web Portal, Desktop app, your desk phone, or your smartphone.

Note: Not all features listed are available to all users. For more information about your organization’s Bell Total Connect services, please contact your Bell representative.

Bell Total Connect: Guide for administrators

The “Call Managers Queue” folder contains the following topics:

  • About the Call Manager Queue

    The Call Manager Queue feature enables the automatic processing of incoming calls received by a single phone number, allowing for the distribution of calls to a single agent or group of agents. Once B…

  • How to activate a Call Manager queue

    After selecting a group, click Call management .…

  • How to add or remove Call Manager queue agents

    After selecting a group, click Call Management .…

  • How to modify a Call Manager queue’s details and settings

    After selecting a group, click Call Management .…

  • How to change a Call Manager queue’s extension

    Note: The phone number associated with the Call Manager queue has been pre-populated by Bell and cannot be modified.…

  • About announcements

    The Announcements page is accessible from each Call Manager queueʼs Call Management menu, and allows you to customize three types of announcements: an Entrance Message, a Comfort Message (the message…

  • How to modify a Call Manager queue’s Entrance Message

    After selecting a group, click Call Management .…

  • How to modify a Call Manager queue’s Comfort Message

    After selecting a group, click Call Management .…

  • How to modify a Call Manager queue’s hold music

    After selecting a group, click Call Management .…

  • How to reset a Call Manager queue’s monitoring password

    After selecting a group, click Call Management .…

  • How to modify a Call Manager queue’s overflow options

    This Overflow page allows you to configure a queueʼs routing policy when a large number of calls are received or when calls have been on hold for longer than the configured threshold.…

  • How to modify a Call Manager queue’s bounced call options

    When a call is routed to an agent, you can select certain conditions to have unanswered calls re-routed to the queue.…

  • How to modify a Call Manager queue’s stranded call options

    The Stranded calls page allows you to modify the queueʼs routing policy for calls stranded in queue when all the agents are signed-out.…

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