Press One Confirmation

1. Press One Confirmation allows the User to choose to manually accept the inbound call.   This is normally used if there is an External Agent using a personal cell phone number in the Call Routing.    
   
   
2. When the inbound call rings the External Agent, they will hear a "press one to accept this call" message.  This identifies the call as a business call so that they may answer correctly. 
   
   
3. If the Agent presses one, they will answer the call.  If the Agent does not press one, the call will continue to ring all other phones in the Routing or follow the "when unanswered" rule.  
   
   
4. This setting prevents an External Agent's cell phone from "answering" the call on its own and forcing a business call to their personal cell phone's Voicemail.   Using this setting will allow the call to continue to ring or follow the "when answered" rule to the business Voicemail, next set of Agents, or Answering Service. 
   
   
5. This setting is not needed if the User is using the Mobile App to answer inbound calls.  When the Mobile App is used, the User is answering as their own Extension through the Mobile App, not as their own cell phone number.    

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Press One in Routing Users/Extensions

1. In Portal, make sure that you are in the View you will need for this User.  Choose Manage Organization to toggle to the Manager View if you are not already in it. 
   
   
1. Choose Users.
   
   
   
2. Select the User that you will be adjusting.
   
    
3. Click Answering Rules.  Highlight the Answering Rule that you would like to add press one confirmation to and click the Edit pencil icon. 
   
   
   
4. Checkmark "Answer confirmation for offnet numbers".  Offnet number just means any number not in your Portal Inventory.  This is usually a cell phone number.  In our example, this is the 555 number, which we have set up to begin ringing ten seconds after the internal Extensions. 
1. Click Save.
   
   
5. You will now see this adjustment in the Answering Rule. 
   
   

Press One in Call Queues

1. In Portal, make sure that you are in the View you will need for this User.  Choose Manage Organization or Manage Call Center to toggle to the Manager View if you are not already in it. 
   
   
1. Choose Call Queues.
   
   
   
2. Highlight the Call Queue that you will be adding the Agent to.   You may click either the Agents (Available) or the Agents icon to open up the Agents. 
   
   
   
3. Select Add Agent.
   
   
   
4. Type in the External Agent's phone number.  As you type, you will see the auto-fill bar underneath turn blue.  Select the phone number from the auto-fill bar when completed. 
   
   
1. The phone number will now be selected. 
   
   
   
5. Checkmark "Request Confirmation".  Then Save Agent.   
   
   
1. If you are done adding/editing, you may then click Done.