# What are sipgate channels and how do I set them up?

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sipgate Channels provide a central platform for your team communication. All call content and tasks are clearly consolidated to enable efficient, collaborative handling of calls and customer inquiries. All channels have a single phone number and intelligent routing. The user-friendly dashboard gives you an overview of call volume and team workload. For the best experience, use the sipgate app. In this article, you will learn how channels can be set up and used optimally.

An overview of the differences between channels and groups can be found in the article [What should I choose: channels or groups?](https://help.sipgate.de/hc/de/articles/20702311500189-Wof%C3%BCr-soll-ich-mich-entscheiden-Channels-oder-Gruppen)

**How do I set up channels at sipgate?**

As an admin, you have the option of setting up one or more channels. To get to the channels, select on the **home page** the item **Channels** .

In this area, you have an overview of the channels already created. Go to **+Add**to set up a new call distribution.

![](/files/7f38b36436696417ef19a898b36f63a00bd5c3e8)

In the next step, give your channel any name you like.

![](/files/255c2595cf9318720042074c636df0d0a785b723)

Then add the phone numbers that are to be used in your call distribution. At this point, you can select one or more phone numbers. You have the option of changing the routing details at a later time.

{% hint style="warning" %}
For channels, phone numbers can currently only be routed after porting has been completed.
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![](/files/d918b7fe5eed54a24f383f3ef1ccb5bc897ff018)

Then add your users. This list can be edited at any time.

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You can then define the call distribution for a channel individually and configure call forwarding as needed. If no user is available or the maximum waiting time is exceeded, the stored forwarding rule is automatically applied so that no call is lost.

{% hint style="warning" %}
By default, routing takes place without a greeting or hold queue. Newly created channels use these settings with parallel ringing as the default call distribution. Callers hear a dial tone and are forwarded directly to the logged-in users via parallel ringing.
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![](/files/d918b7fe5eed54a24f383f3ef1ccb5bc897ff018)

The **The structure** of your channel routing includes: **Phone numbers**, **greeting**, **queue**, **ringing rule**, **user** and **timeout message/forwarding**. If phone numbers and users have already been selected, the routing appears as shown in the image. Otherwise, you can edit the components in the routing.

Channel routing works as follows: A call comes in to one of your **channel numbers** , the callers may hear a greeting and are placed into the **queue** queue. **ringing rule** The **available** users **assigns the caller to the** message **or forwarding after**.

{% hint style="info" %}
timeout
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{% hint style="info" %}
Using the sipgate app makes using channels even easier -- you can find further details in our additional article.
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**How do I set up the greeting?**

Click on the **greeting tile** in the routing.

![](/files/ec0e663e78b957d60ee5d15b3fe53f05f0a31c38)

Here you have the option of selecting a greeting suggested by us or uploading your own audio file (MP3 10 MB). You can also use TTS (text-to-speech) to enter your own text, which will then be played automatically as an announcement.

**How do I set up the hold queue?**

Click on **queue** in the routing. Here you have the option to change the hold music.

{% hint style="warning" %}
Channels can also be used without a hold queue. However, if you still want to set up a hold queue, you can adjust the settings as follows. The hold queue is not available for customers on the sipgate-s plan.
{% endhint %}

![](/files/7f38b36436696417ef19a898b36f63a00bd5c3e8)

As with the greeting, you can choose music suggested by us or upload your own audio file (MP3 10 MB).

![](/files/9d4e9e7eeecd0da30841876301cd8b5ae5d0be0e)

You also have the option of setting the maximum waiting time. To do this, click on the time display before the announcement in the routing.

![](/files/0830c6e5fe13164aaffd2dc28516566f3eeaa4cd)

If the caller stays in the queue longer, the timeout announcement is played and the call is ended automatically.

**How do I set up the ringing rule?**

By using the ringing rule function, you can determine how calls are forwarded to your users. Click on **Longest idle** in the routing. Here you have the option to change the ringing rule.

![](/files/65eca58d465687a3d21e83428ebdb0a4f97795c4)

You have three options regarding the ringing order. If you select the option **Longest idle** incoming calls will be forwarded to the users who have gone the longest without handling a call. With the option **Fixed order** you can determine the order in which calls are forwarded to your users yourself.

{% hint style="warning" %}
Important: To permanently define the order of users, **beforehand** the fixed order for the channel must have been activated.
{% endhint %}

![](/files/cdbc431ac88f86f1210a15c46ed0f6bd4ac04f27)

In addition, there is the option **parallel ringing**, where all users who are not in after-call work time ring at the same time.\
In the next step, you can set the **ring duration** for users as desired by clicking the gear icon next to it. The **ring duration** refers to the period of time for which a call rings for users before it is automatically forwarded.

{% hint style="warning" %}
Ring duration is only available for the Longest idle and Fixed order options. The ringing rule is not available for the sipgate business S plan.
{% endhint %}

You can activate the **after-call work function** for your users. This allows your users to leave notes on the last call without having to take any further calls during this time period.

{% hint style="warning" %}
After-call work time is not available for the sipgate business S plan.
{% endhint %}

![](/files/ac4e7246a92640794336b3d6cc5d53f6281996c2)

**How do I edit the message/forwarding for maximum waiting time?**

Similarly, you can edit the message when the maximum waiting time is exceeded by going to the routing and clicking on **assigns the caller to the** and **change forwarding** click.

![](/files/6df0dacc98828c7dcbce23d716f8decd07798c5f)

Here you can choose whether you want to play an announcement or forward the call to another number at this point. You can select this from a dropdown menu.

![](/files/3912147bb91edd8d94c82f25f200e77f61a47087)

**How do I set up users as an admin?**

{% hint style="warning" %}
It is possible to set up multiple devices. These should be VoIP phones, which can of course also be connected to a softphone client. Mobile phones cannot currently be used. You can also track the status of your users: active (green), busy or in after-call work time (orange), and inactive (red).
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As an admin, you can configure the devices for the respective users for the Channels feature. To do this, go to the channels overview and click on the relevant users. By default, the VoIP device of the users is always activated in group routing. You will also see in this overview if one of the channels has not been fully set up. This means that no phone numbers and/or no users have been assigned. If this is the case, a notice box appears indicating the required actions.

![](/files/ee45b28178d61ddfb24199fb74bbb51824be7f38)

**How can I manage my status and devices in channels as a user?**

If you want to log in or out of channels as a user, select on your channels-configured device **\*2#**. You will then receive audio confirmation that your login or logout was successful. Under **My Telephony** you will find an overview of your channel status as a user. Here you will also find an overview of your routings, including channel routing, and you can independently switch VoIP devices using a toggle.

![](/files/6962ef18e8f52bbc99d8901ea52f18fd23c51e71)

{% hint style="info" %}
If you have set up the Do Not Disturb (DND) and Busy on Busy (BOB) functions in the sipgate web app as a user, these settings will be adopted in the channel status. However, please note that changes made directly on the end device are not taken into account in the channel status. Example: If you switch on DND on your end device, the channel status does not change.
{% endhint %}
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{% tab title="sipgate neo" %}
In the logged-in area, admins can use the menu item **user** to view and edit the routings of individual users. In the routing overview of a channel, you as an admin can view all incoming routings to the channel as well as all outgoing routings from the channel to other connections and adjust them if necessary.

![](/files/ec0e663e78b957d60ee5d15b3fe53f05f0a31c38)

**In a personal channel**

**Incoming routings**

All users can see in the overview their extensions and phone numbers under which they can be reached. Users can also see their set-up devices and which devices are online or offline. In addition, users can set the time until a call is forwarded if it is not answered, as well as the destination for the forwarding. Both an announcement and forwarding to voicemail or to another user or channel are available.

**User status**

In the middle area, you can see the current user status. As an admin, you have the option here to log users in or out of the personal channel.

**Outgoing routings**

In the last menu item of the routing diagram, you can see the settings for all outgoing forwards. Here you have the option of setting up forwards when busy. You can choose either another channel or user, as well as set up an automatic announcement.

As **user** you can log yourself in and out of a channel. You also have the option of configuring your end devices and editing the forwarding. You can set both the time until forwarding and the destination of the forwarding. Available destinations include an announcement, forwarding to a contact, to a channel, to voicemail, or to a specific user.

**In a shared channel**

The display of incoming routings is identical to personal channels. At the top, you can see all incoming phone numbers that are routed to this channel. You can then, as an admin in a shared channel, set up date and time filters to define the channel's availability. In contrast to personal channels, there are no outgoing routings in a shared channel. Here, admins can define whether an announcement is played after a individually adjustable waiting time, whether the call is forwarded, or whether the call is ended automatically.
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