> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/account-management/channels/channels-in-der-sipgate-app.md). # Channels in the sipgate app {% tabs %} {% tab title="sipgate classic" %} With the sipgate app, users keep track of what is happening in the channels: Who is currently logged in and available? Who is in a call or in after-call work? 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 a single click. {% hint style="info" %} Learn more about the sipgate app [on this website](https://www.sipgate.de/app?_gl=1*1tol8bs*_up*MQ..\&gclid=Cj0KCQjw3ZayBhDRARIsAPWzx8qmkNVLrYm3RH38Pr6KNhWaLldCdTpskgt1r3FhlcROEEaPmY1zh2EaAttVEALw_wcB) and download [the app here](https://www.sipgate.de/app-download?_gl=1*ysj86*_up*MQ..\&gclid=Cj0KCQjw3ZayBhDRARIsAPWzx8qmkNVLrYm3RH38Pr6KNhWaLldCdTpskgt1r3FhlcROEEaPmY1zh2EaAttVEALw_wcB). {% endhint %} **What do the channels offer?** Once 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 channels there. ![sipgate-Hilfecenter-channels1.png](/files/21e7a34d496e8b841e2a486cce9c1e15a0cd49b8) To control their own availability, users can easily log in and out of the channels with the button. ![sipgate-Hilfecenter-channels2.png](/files/d47082733068ed8f9afa9b83de2d64f374c9ace7) In addition, availability is shown for all users in this channel: green for "logged in", gray for "logged out" and orange for "in a call" or "in after-call work". {% hint style="info" %} The status applies to all set-up channels and is shown for all channels if users are logged into several channels in parallel. If users answer a call for a channel, the status "in a call" is assigned and no calls from other channels are forwarded to that person. {% endhint %} In addition, the channel inbox is shown at the bottom for calls, and you can filter between all calls and open calls. ![sipgate-Hilfecenter-channels3.png](/files/5c152757415999ac185f7c4e96fce040b1085148) When you click on a call, the call details are displayed. ![sipgate-Hilfecenter-channels4.png](/files/8ba5373ebe5f71480d92c357d6bcba3003ed6264) {% hint style="warning" %} If users use the "busy" function in the sipgate app, they are automatically logged out of all channels. {% endhint %} ![sipgate-Hilfecenter-channels5.png](/files/46a7e278d4ecff51ea818193e8e04b1aa10bc90b) {% hint style="info" %} In channel routing, you can set the after-call work time for your users. In the sipgate app, there is also the option of automatic after-call work time. If users extend after-call work time in the app, calls will continue to be rejected. {% endhint %} {% hint style="info" %} The statistics shown in the app refer to all calls made via the app. Currently, it is not possible to separate channel calls from the overall statistics. However, you can keep an eye on your channel statistics and KPIs via the dashboard. Further information can be found [in this article](https://help.sipgate.de/hc/de/articles/17648109496989-Alles-rund-um-das-Call-Center-Statistiken-Dashboard). {% endhint %} **Caller ID number for channels** As with Inbox, you can also select the desired caller ID number in your Channels via the dropdown menu. To do this, go to the desired channel and click the gear icon in the right corner. ![sipgate-Hilfecenter-channels6.png](/files/4b2ed3f9c72ffc2b076d9221730888a16982c212) In the window, select the desired VoIP phone and the desired outgoing number from the dropdown menu. ![sipgate-Hilfecenter-channels8.png](/files/dfa80f4d65dd3cdbbc8c9e90b860a57364f76edc) {% hint style="warning" %} The selected outgoing number must now be assigned to a VoIP phone, because it is currently not possible to select a number without a phone. {% endhint %} 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 it a caller ID number for the channel. In the last step, click on **Save**. You can see and change your caller ID number at any time in the right-hand corner. ![sipgate-Hilfecenter-channels7.png](/files/210dc8c9fed2244a55983c1025a988c0bb95ca59) {% endtab %} {% tab title="sipgate neo" %} In the **sipgate app** all **user** to **Channels** are organized. This includes the **personal channel**which is set up automatically for each person, as well as **shared channels**into which users from **Admins** can be added. In channels, users keep track of their **availability** in view and can actively **log in or out**. All users are organized in channels. There is the personal channel, which is set up automatically, as well as shared channels that admins can create and populate 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. **Types of availability**\ There are two types of states: * **Global states** apply in all channels. These include available, in a call, in after-call work, do not disturb, offline and unavailable. The Do not disturb status rejects incoming calls, but does not log you out of your channels. * **Channel-specific states** apply only in the respective channel. They distinguish between logged in and logged out. Additional information about availability in channels can be found in the article [What is the presence indicator?](https://help.sipgate.de/hc/de/articles/4408234555025-Was-ist-die-Pr%C3%A4senzanzeige). In the personal channel, the states are reduced to two variants: available (logged in) and unavailable (logged out). **Caller ID number**\ In the personal channel, the caller ID number can be freely chosen, an existing one can be used, or it can be suppressed. In shared channels, the assigned phone numbers as well as "suppressed" and "free caller ID number" are available for selection. **Channel inbox**\ Each channel has its own inbox. * **Incoming events** such as calls, faxes or SMS appear automatically in the inbox of the channel they come in on. * **Outgoing events** can be assigned to an inbox by users themselves. To do this, go in the app to "My Telephony" --> "Apps and Devices", open the menu via the three dots behind the desired phone, select "Change channel inbox" and then choose the desired inbox of a channel in which you are a member. {% endtab %} {% endtabs %} --- # Agent Instructions This documentation is published with GitBook. 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