Channels in the sipgate app
Here’s how to use sipgate Channels in the app – log in and out, display availability, set caller ID, and use the Channel inbox.
With the sipgate app, users keep track of the channels: Who is currently logged in and available? Who is on a call or in follow-up processing? Thanks to the new availability overview, collaboration is now much easier, especially for hybrid teams. In addition, logging in and out of individual channels now works very easily with just one click.
Learn more about the sipgate app on this website and download the app here.
What do the channels offer?
As soon as you, as an admin, have set up the sipgate app for your account, users will find the channels in the app's left-hand menu. If users are members of several channels, they can also switch between the channels here.
To control their own availability, users can simply log in and out of the channels using the button.
In addition, availability is displayed for all users in this channel: green for "logged in", gray for "logged out" and orange for "on a call" or "in after-call processing".
The status applies to all configured channels and is shown for all channels if users are logged in to several channels in parallel. If users accept a call for one channel, the status "on a call" is assigned and no calls from other channels are connected to that person.
In addition, the channel inbox is shown at the bottom for calls, where you can filter between all calls and open calls.
When you click on a call, the call details are displayed.
If users use the "busy" function in the sipgate app, they are automatically logged out of all channels.
In channel routing, you can set the after-call processing time for your users. In the sipgate app, there is also the option of automatic after-call processing time. If users extend after-call processing time in the app, calls will continue to be rejected.
The statistics displayed in the app refer to all calls made through the app. At present, it is not possible to separate channel calls from the overall statistics. However, you have the option of keeping an eye on your channel statistics and KPIs via the dashboard. You can find more information about this in this article.
Caller ID for channels
Just like in Inbox, you can also select the desired caller ID in your Channels via the dropdown menu. To do this, go to the desired channel and click the gear icon in the right corner.
In the window, select the desired VoIP phone and the desired caller ID from the dropdown menu.
The selected caller ID must now be assigned to a VoIP phone, as it is currently not possible to select a number without a phone.
If no free phone is available anymore, you can click on Add phone click to create a new VoIP phone in your account (Appweb) and assign a caller ID for the channel to it. In the last step, click on Save. You can see and change your caller ID at any time in the right corner.
In the sipgate app all user to Channels are organized. This includes the personal channel, which is automatically set up for each person, as well as shared channels, into which users from Admins can be added. In channels, users keep track of their availability and can actively log in or out.
All users are organized in channels. There is the personal channel, which is automatically set up, as well as shared channels that admins can create and fill with additional users. In both channel types, users keep track of their availability and can log themselves in or out.
Show availability Users can see their own availability and that of other team members in three places: in the omnibar for team and internal contacts, in the contact overview or team view, and in the "Availabilities" tab within a channel.
Availability types There are two types of states:
Global states apply in all channels. These include available, on a call, in after-call processing, busy, offline and unavailable.
Channel-specific states apply only in the respective channel. They distinguish between logged in and logged out.
You can find additional information about availability in channels in the article What is the presence display?.
In the personal channel, the states are reduced to two variants: available (logged in) and unavailable (logged out).
Caller ID In the personal channel, the caller ID can be freely selected, an existing one can be used, or it can be suppressed. In shared channels, only selection from the assigned numbers is possible.
Channel inbox Each channel has its own inbox.
Incoming events such as calls, faxes or SMS automatically appear in the inbox of the channel they are sent to.
Outgoing events can be assigned by users to an inbox themselves.
To do this, go to "My telephony" --> "Apps and devices" in the app, open the menu via the three dots behind the desired phone, select "Change channel inbox" and then choose the desired inbox of a channel you are a member of.
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