> 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?

Learn what sipgate Channels are and how to set up greetings, queues, ring rules, and forwarding.

sipgate Channels provide a central platform for your team communication. Calls can be handled together as a team and distributed using individually configurable routings.

A Channel can be reached, for example, via one or more shared phone numbers. In the routing, you define when calls come in, which Users receive them, and what happens if a call cannot be answered.

The individual components of the routing can be edited directly in the routing overview and adjusted via drag & drop.

In this article, you will learn how to set up a Channel and adapt the routing to your requirements.

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)

**What types of Channels are there?**

At sipgate, a distinction is made between **personal Channels** and **shared channels** is made.

A personal Channel belongs to a single User and represents that User's personal reachability. This is where, for example, their own phone numbers, devices, and call forwarding are managed.

A shared Channel is used jointly by several Users. Incoming calls can be distributed among the available Users according to defined rules. In addition, service hours, hold queues, announcements, and call forwarding can be set up, for example.

**How do I set up a shared Channel?**

As an admin, you can set up one or more Channels for your team.

Select the menu item on the home page **Channels** .

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-dffcb04cb20c57893036baf1fa5c23edc9b7b118%2FmceclipO%20\(13\).png?alt=media)

In the overview, you can see your existing Channels. Create a new Channel and assign a suitable name.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-185320affb4c1e489c5b07610bbffd488b546562%2Fmceclip5.png?alt=media)

You can then select the phone numbers under which the Channel should be reachable. One or more phone numbers can be assigned to a Channel. The phone numbers can later be changed in the routing.

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

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-4b22d16000ca0cf1b1aad4413d60a6b6934a5cad%2Fmceclip2.png?alt=media)

Then add the Users who should handle calls for this Channel. The team composition can be changed at any time later.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-5cb208dab549b5f896467fb70cf2eed1e30ea5dc%2Fmceclip4.png?alt=media)

Once the phone numbers and Users have been set up, you can configure the further call distribution directly in the routing.

{% 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 ringing tone and are forwarded directly to the logged-in Users via parallel ringing.
{% endhint %}

**How does Visual Channel Routing work?**

The routing shows the complete path of a call through the Channel.

In the routing overview, you can see both the incoming routings to the Channel and the subsequent distribution and possible outgoing call forwarding.

Depending on the configuration, a call can take the following path, for example:

**a phone number** → **Time filter** → **greeting** → **queue** → **Call distribution** → **user** → **forwarding** or **Announcement**

You can define individually which elements are used.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-9e4c463caeebee57f1874e0babfd8e98eef8a8d3%2Fchannel_uebersicht_neo.jpg?alt=media)

**How do I edit the routing via drag & drop?**

You can find the available routing functions in the right-hand sidebar of the routing overview.

To add a new function, select the desired element and drag it into the routing while holding down the mouse button. As soon as you move the element over the routing, the positions where it can be inserted are highlighted in color.

Release the element at the desired position. You can then configure it directly.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-4d818c195ce97ef4a4d94333bac0ec1d8282400e%2Fchannel_draganddrop_neo.jpg?alt=media)

Alternatively, you can click an element in the sidebar. The possible positions will then be displayed in the routing. Select the desired position to insert the element there.

This operation is particularly suitable for mobile devices, where routing elements can first be selected by tapping and then inserted at the desired position.

This allows you to, among other things, **user**, **announcements**, **Forwardings** as well as **date-** and **Time filter** insert into your routing.

**How do I set up service hours?**

With **date-** and **time filters** you can determine when your Channel is reachable.

This allows you to define your regular service hours, for example, and set up separate routing for calls outside these hours.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-7bd3ba708344bb591433191d764c5d7193a5e8a4%2Fchannel_date_time.jpg?alt=media)

For calls outside service hours, you can play an announcement or forward the call to another destination, for example.

In addition, you can take special periods such as public holidays, company vacations, annual leave, or training courses into account using appropriate date filters.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-43947d0cc138f0669c4203753320340968c25c7a%2Fchannel_forwarding_datefilter.jpg?alt=media)

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

A greeting can be inserted into the routing before the actual call distribution by dragging the routing function from the right sidebar while holding down the mouse button and dropping it at the highlighted position.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-deae925552f289843d57d53cef6069e67e33eec8%2Fchannel_draganddrop_intro.png?alt=media)

For the greeting, you can use an existing announcement or upload your own audio file. You can also enter your own text via text-to-speech (TTS), which is then played automatically as an announcement.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-9de8461a3414f4f5d1b70affdfc769330aafa2e7%2Fchannel_intro_audio.png?alt=media)

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

If callers should wait until a User is available, you can insert a hold queue into the routing.

In the settings, you can configure hold music, among other things. Depending on the available configuration, you can select an existing audio file or upload your own audio file.

Channels can also **without a hold queue** be used. In this case, incoming calls are routed directly to the available Users according to the configured call distribution.

**How do I define the maximum waiting time?**

For waiting calls, you can define how long they should wait for an available User at most.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-9408ae6df9ed9585138f9bb661570541fafd6edb%2Fchannel_waitingtime.png?alt=media)

If the call is not answered within this time, you can determine what happens next.

Depending on the routing, you can, for example:

* play an announcement,
* forward the call, or
* end the call.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-dfdc427ff6efc50e88d2afd16ec3a678f42eb0ea%2Fchannel_waitingtime_forwarding.jpg?alt=media)

**How do I specify which Users a call rings on?**

In the routing, you define which Users receive calls from the Channel.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-2b10d3b65176f22be3e1d9bca9fefd81bcb42572%2Fchannel_usernode.jpg?alt=media)

Depending on the available call distribution, incoming calls can be distributed to Users in parallel or in a defined order, for example.

With **parallel ringing** the call rings at all available Users at the same time.

In the case of a **fixed order** you define the order in which the Users receive an incoming call.

In distribution by **longest idle time** the User who has not handled a call for the longest time receives a call first.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-6eeaa2bb25a83a9fff75c259317ffdc015770970%2Fchannel_ringingorder.png?alt=media)

Depending on the selected ringing rule, you can also set how long a call rings for a User before the next step of the routing is executed.

**How does the after-call work time work?**

An after-call work time can be set up for Users.

During this time, Users can, for example, add notes about the previous conversation without immediately receiving another call from the Channel.

Once the after-call work time has elapsed, the User is available again for new Channel calls.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-3c566d90e0406dca97187524f78e1660cd5a56e0%2Fchannel_usertimeout.png?alt=media)

**How do I set up call forwarding?**

Call forwarding can be inserted directly into the routing at the designated points.

This allows you to define, for example, what happens if a call is not answered within a certain time or a destination is busy.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-3b337d682a74e99bced29077d85545c23f497d38%2Fchannel_forwardings_2.jpg?alt=media)

Depending on the respective position in the routing, another User, Channel, contact, or voicemail can be used as the forwarding destination, for example. Alternatively, an announcement can be played.

**How do I manage Users and devices in a Channel?**

As an admin, you can see within a Channel which Users are assigned to the Channel and what status they currently have.

You can log Users in or out for the Channel and configure the end devices used for reachability.

Users can also log themselves in and out of a Channel and manage their available devices. Their respective status determines whether a User is taken into account in call distribution.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-37f0933adaece544ffbe54692ed6070d5885d126%2Fchannel_userdetails.jpg?alt=media)

**How does a personal Channel work?**

In addition to shared Channels, a User also has a personal Channel. This represents the User's personal reachability.

In the routing overview, Users can see their extensions and phone numbers as well as the configured devices and their current status.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-4c0bcc1f4f1f225ffa5b3b0bd2f44554f1a8b931%2Fp_channel_overview.jpg?alt=media)

**Incoming calls**

In the incoming routing, you can see the phone numbers and extensions through which the User can be reached. You can also configure what should happen if a call is not answered.

**User status and devices**

In the middle section of the routing, you can see the User's current status and the devices used for telephony.

As an admin, you can log a User in or out. Users can also manage their status and end devices themselves.

![](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-6795a76a1d07b671ea13be20f25a36758ceedd6d%2Fp_channel_userdetails.jpg?alt=media)

**Outgoing call forwarding**

In the final section of the routing, you configure forwarding that applies, for example, when a line is busy.

Other Users or Channels can be used as the destination, among other things. Alternatively, an automatic announcement can be set up.

**Using Channels with the sipgate app**

With the sipgate app, Users can also conveniently use their Channels in day-to-day work. Among other things, Channel calls can be handled there and relevant information about their own reachability can be viewed.

You can find more information about using Channels in the sipgate app in our additional article.

**How do I manage my status and devices in Channels as a User?**

As a User, you can define for yourself whether you are available for calls from a Channel and which of your devices are used for this.

In the sipgate web app, you can find an overview of your current Channel status and your routings. Here you can log in or out of a Channel and manage the devices used for the Channel.

**Log in and out of the Channel**

You can also log in or out directly via a device configured for Channels. To do so, select:

\***2#**

An audio announcement then confirms whether the login or logout was successful.

**What effects do DND and Busy on Busy have?**

If you have activated Do Not Disturb (DND) or Busy on Busy (BOB) in the sipgate web app, these settings are taken into account for your reachability in the Channel.

Note the difference between settings in the sipgate web app and settings directly on your end device:

For example, if you activate DND in the sipgate web app, this will be taken into account for your reachability in the Channel.

If you activate DND directly on your end device instead, this change will not be transferred to your Channel status.


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