> 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/was-sind-sipgate-channels-und-wie-richte-ich-sie-ein.md).

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

{% tabs %}
{% tab title="sipgate classic" %}
sipgate Channels provide a central platform for your team communication. All conversation content and tasks are clearly bundled together to enable efficient joint 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 already created Channels. Go to **+Add**to set up a new call distribution.

![](/files/7f38b36436696417ef19a898b36f63a00bd5c3e8)

In the next step, give your Channels any name.

![](/files/255c2595cf9318720042074c636df0d0a785b723)

Then add the numbers that will be used in your call distribution. Here you can select one or more numbers. You have the option to change the routing details at a later time.

{% hint style="warning" %}
For Channels, numbers can currently only be routed after porting has been completed.
{% endhint %}

![](/files/d918b7fe5eed54a24f383f3ef1ccb5bc897ff018)

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

![](/files/3f5fa29e996a1da3dabd91c32d801278f203323d)

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

{% hint style="warning" %}
By default, routing takes place without a greeting or queue. Newly created Channels use these settings with simultaneous ringing as the default call distribution. Callers hear a ringing tone and are forwarded directly to the logged-in users via simultaneous ringing.
{% endhint %}

![](/files/d918b7fe5eed54a24f383f3ef1ccb5bc897ff018)

The **Structure** of your Channel routing includes: **Phone numbers**, **greeting**, **queue**, **Ringing rule**, **user** and **Timeout announcement/forwarding**. If numbers and users have already been selected, the routing appears as shown in the image. Otherwise, you can edit the components in the routing.

The Channel routing works as follows: A call comes in on one of your **Channel numbers** the callers may hear a greeting and are routed with music or a stored audio file into the **queue** routed. The **Ringing rule** assigns the caller to the available **users** If the call is not answered, a **announcement** or forwarding after **timeout**.

{% hint style="info" %}
The routing described applies during the defined service hours, outside of which an announcement can be played to callers or forwarding can be set up. In addition, you have the option of setting up automatic routing for holidays or special absences such as vacation, company holidays or training sessions.
{% endhint %}

{% hint style="info" %}
Using the sipgate app makes using Channels even easier -- further details can be found in our supplementary article.
{% endhint %}

**How do I set up the greeting?**

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

![](/files/ec0e663e78b957d60ee5d15b3fe53f05f0a31c38)

Here you have the option of selecting one of the greetings suggested by us or uploading your own audio file (MP3 10 MB). You also have the option of entering your own text via TTS (Text-To-Speech), which is then played automatically as an announcement.

**How do I set up the 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 queue. If you still want to set up a queue, you can adjust the settings as follows. The queue is not available for customers on the sipgate-s plan.
{% endhint %}

![](/files/7f38b36436696417ef19a898b36f63a00bd5c3e8)

Analogously to the greeting, you have the option of selecting one of the music options suggested by us or uploading your own audio file (MP3 10 MB).

![](/files/9d4e9e7eeecd0da30841876301cd8b5ae5d0be0e)

In addition, you 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 callers stay in the queue for longer, the timeout announcement is played and the call is automatically ended.

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

By using the ringing rule function, you can define 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 ring order. If you select the option **Longest idle** incoming calls are forwarded to the users who have gone the longest without handling a call. With the option **Fixed order** you can determine the order of forwarding to your users yourself.

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

![](/files/cdbc431ac88f86f1210a15c46ed0f6bd4ac04f27)

In addition, there is the option **simultaneous ringing**, where all users who are not in wrap-up time ring at the same time.\nIn 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 time span for which a call rings at users before being forwarded automatically.

{% hint style="warning" %}
The ringing 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 enable the **wrap-up function** for your users. This enables your users to leave notes about the last call without having to take any further calls during this period.

{% hint style="warning" %}
The wrap-up time is not available for the sipgate business S plan.
{% endhint %}

![](/files/ac4e7246a92640794336b3d6cc5d53f6281996c2)

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

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

![](/files/6df0dacc98828c7dcbce23d716f8decd07798c5f)

Here you have the option of choosing whether you want to play an announcement at this point or forward the call to another number. You can select this in a dropdown menu.

![](/files/3912147bb91edd8d94c82f25f200e77f61a47087)

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

{% hint style="warning" %}
It is possible to set up several devices. These should be a VoIP phone, which can of course also be connected to a softphone client. Mobile phones cannot currently be used. You can also track your users' status: active (green), busy or in wrap-up time (orange) and inactive (red).
{% endhint %}

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 corresponding users. By default, the users' VoIP device 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 numbers and/or no users have been assigned. If this is the case, an information box will appear indicating the necessary actions.

![](/files/ee45b28178d61ddfb24199fb74bbb51824be7f38)

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

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** as a user, you will find an overview of your Channels status. Here you will also find an overview of your routings, including the Channel routing, and have the option to replace VoIP devices yourself with 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 are transferred to the Channel status. Please note, however, that changes made directly on the device are not taken into account in the Channel status. Example: If you switch on DND on your device, the Channel status does not change.
{% endhint %}
{% endtab %}

{% 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, as an admin you can view and adjust both all incoming routings to the Channel and all outgoing routings from the Channel to other connections as needed.

![](/files/ec0e663e78b957d60ee5d15b3fe53f05f0a31c38)

**In a personal Channel**

**Incoming routings**

All users see an overview of their extensions and phone numbers under which they can be reached. Users also see their configured 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 of the forwarding. Both an announcement and forwarding to voicemail or to another user or Channel are available.

**User status**

In the middle section 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 to set up forwarding when busy. You can choose either another Channel or user, or set up an automatic announcement.

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

**In a shared Channel**

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** off. In the next step, give your Channels any name.

Then add the numbers that will be used in your call distribution. Here you can select one or more numbers. You have the option to change the routing details at a later time.

{% hint style="warning" %}
For Channels, numbers can currently only be routed after porting has been completed.
{% endhint %}

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

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

The display of incoming routings is identical to personal Channels. At the top, you can see all incoming numbers that are routed to this Channel. Then, as an admin in a shared Channel, you can set up date and time filters to define the Channel's availability. In the last section, admins can also define whether an announcement is played after a waiting time that can be configured individually, the call is forwarded, or the call is ended automatically.
{% endtab %}
{% endtabs %}


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