> 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" %}
The sipgate Channels offer a central platform for your team communication. All call content and tasks are clearly bundled to enable efficient, shared 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 utilization. For the best experience, use the sipgate app. In this article, you will learn how Channels can be set up and used optimally.

You can find an overview of the differences between Channels and groups 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 to set up one or more Channels. To get to the Channels, select on the **home page** the item **Channels** out.

In this section, you have an overview of Channels that have already been created. Go to **+Add**, to set up a new call distribution.

![](/files/7f38b36436696417ef19a898b36f63a00bd5c3e8)

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

![](/files/255c2595cf9318720042074c636df0d0a785b723)

Then add the phone numbers that will be used in your call distribution. At this point, you can select one or more phone numbers. You have the option to change the details in the routing later on.

{% hint style="warning" %}
For Channels, phone 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 call forwarding as needed. If no user is available or the maximum waiting time is exceeded, the stored forwarding is automatically triggered 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 ring as the default call distribution. Callers hear a ringing tone and are forwarded directly by simultaneous ring to the logged-in users.
{% endhint %}

![](/files/d918b7fe5eed54a24f383f3ef1ccb5bc897ff018)

The **Structure** of your Channel routing includes: **Phone numbers**, **greeting**, **queue**, **Ring rule**, **user** and **Timeout announcement/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 on one of your **Channel numbers** and the callers may hear a greeting and are sent with music or a stored audio file into the **queue** queue. The **Ring 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, whereby outside these hours the callers can hear an announcement or stored forwarding can be used. You also have the option to set up automatic routing for public holidays or special absences such as vacation, company holidays, or training courses.
{% endhint %}

{% hint style="info" %}
With the sipgate app, using Channels is 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 can choose one of the greetings we suggest or upload your own audio file (MP3 10 MB). You also have the option to enter your own text via TTS (Text-To-Speech), which is then automatically played 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 tariff.
{% endhint %}

![](/files/7f38b36436696417ef19a898b36f63a00bd5c3e8)

Similar to the greeting, you have the option to choose one of the music tracks we suggest or upload your own audio file (MP3 10 MB).

![](/files/9d4e9e7eeecd0da30841876301cd8b5ae5d0be0e)

You also have the option to set 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 for longer, the timeout announcement is played and the call is automatically ended.

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

By using the ring 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 ring rule.

![](/files/65eca58d465687a3d21e83428ebdb0a4f97795c4)

You have three options regarding the ringing order. If you select the option **Longest idle** , incoming calls are forwarded to the users who have not handled a call for the longest time. 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, **must have** the fixed order for the Channel been activated beforehand.
{% endhint %}

![](/files/cdbc431ac88f86f1210a15c46ed0f6bd4ac04f27)

In addition, there is the option **simultaneous ring**, in which it rings at the same time for all users who are not in after-call work.\
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 for which a call rings on users' devices before it is automatically forwarded.

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

You can activate the **after-call work function** for your users. This allows your users to leave notes about the last conversation without having to accept further calls during this period.

{% hint style="warning" %}
After-call work time is not available for the sipgate business S tariff.
{% 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 to choose whether you want to play an announcement here or forward the call to another number. You can select this in a drop-down 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 of course can 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 (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 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, an info box will appear pointing out the necessary 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 an audio announcement confirming that your log in or log out 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 you have the option to swap VoIP devices independently using a toggle.

![](/files/6962ef18e8f52bbc99d8901ea52f18fd23c51e71)

{% hint style="info" %}
If you have set up the Do Not Disturb (DND) and Busy on Busy (BOB) functions as a user in the sipgate web app, these settings will be adopted in the Channel status. Please note, however, 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 %}
{% 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, you as admin 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 their extensions and phone numbers in the overview, 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 unanswered, 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 forwardings. 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 the forwarding. Both the time until forwarding and the destination of the forwarding can be set here. Available 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 to set up one or more Channels. To get to the Channels, select on the **home page** the item **Channels** out. In the next step, give your Channels any name you like.

Then add the phone numbers that will be used in your call distribution. At this point, you can select one or more phone numbers. You have the option to change the details in the routing later on.

{% hint style="warning" %}
For Channels, phone 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 call forwarding as needed. If no user is available or the maximum waiting time is exceeded, the stored forwarding is automatically triggered so that no call is lost.

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


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