---
title: "Hotlines ACD"
canonical: "https://help.telegra.de/space/TAK/9561593217652/Hotlines%20ACD"
format: markdown
---
---
## Configuration of a hotline (Hotline editor)
After you have selected a hotline or created a new one, you can assign various rights to it and set the associated parameters.
| | |
| --- | --- |
| **Name** | Name of the hotline. The name appears in the agent's interface for incoming calls, for team leaders and in the wallboard overview, thus clarifying the behavior expected of the agent. |
| **Timeout** | The timeout defines the time the agent has to accept the call after delivery.
If an agent does not accept the call within the time specified by the administrator, a timeout is signaled to the ACD and the call is delivered to the next agent.
The agent that triggered the timeout is set to the "Timeouted" state for a short time. |
| **Servicelevel %** | Defines the percentage of incoming calls that should be handled in a maximum time specified by you. |
| **Servicelevel time** | Defines the maximum time in which a call acceptance by the agent is expected. |
| **System** | If you work with several subsystems, you can determine to which system the hotline is assigned. By default, the main system is always selected here. |
| **Listen in** | You determine whether team leaders have the right to listen in on calls on the respective hotline. If this right is activated, team leaders can:
- Listen to calls (mute)
- Listen to calls and give instructions to agents (coaching)
- Listen to and record calls
- Automatically listen to multiple calls of an agent (monitoring function) |
| **Forwarding** | If you grant this permission, agents are able to forward calls to internal or external destinations. Calls can be forwarded to:
- Agents
- Groups
- Hotlines
- External destinations (number or address book entry) |
| **Consultation** | This right determines whether agents are allowed to toggle, i.e. forward with consultation. Calls can be forwarded to the following destinations:
- Agents
- Groups
- External destinations (name or address book entry) |
| **Consultation announcement** | Defines the announcement or the audio file that the caller hears during the waiting time when toggling. |
| **Consultation timeout** | Determines the maximum time of the brokerage attempt. If the brokerage attempt fails, for example, because the target does not answer the call, the agent is automatically reconnected to the original caller. |
| **Signalized consultation number** | Here you select the phone number that will be displayed when forwarding and switching to the selected destination. In addition to the number stored with the agent, you can also select a number assigned to your account. |
| **Call classifier** | If a fast and uncomplicated call evaluation is desired, you can create different sets of classifiers and link them to a hotline. The activation of a classifier determines the selection of entries that are available in the post-processing of a call. |
| **Tollfree waiting queue** | If this checkbox is activated, telegra considers a so-called delayed connect for incoming landline calls. This option is only relevant if you are using numbers that are billed on a per-minute basis (e.g. service number from gateway 0180-5). |
| **Related mandator for callback** | If your agents schedule ad hoc callbacks, the callback client determines the signaled number on callback as well as various other parameters (see Pt: 11 - Outbound clients). |
| **Displayed phone number for agents** | You can decide whether the agent should be presented with the presented (put on ) or the actual (original) phone number for an incoming call. |
| **Automatic call acceptance** | If this option is enabled, agents do not have to accept an incoming call manually, but accept it automatically.
You can also set a countdown in seconds in which the agent can reject the call.
> 📝 This setting only applies in combination with agents for which this feature has been enabled. In addition, the setting only applies to call acceptance by the ACD softphone. |
| **Hold possible from min. call duration** | Here you can define if agents are allowed to hold a call only after a minimum call time in seconds. |
| **Consultation calls possible from min. call duration** | Here you can define whether agents are allowed to toggle a call only after a minimum call time in seconds. |
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## Recording by agents
You can specify per hotline whether agents are allowed to record the call manually:
You can choose the file format you want. By default, we offer the formats MP3 or WAV.
You can also specify whether both sides, only the agent or only the call is recorded by default.
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## Last Agent Routing
If the "Last Agent Routing" option is enabled, callers who call repeatedly will be routed to the last connected agent if possible.
If the requested agent is currently on a call, you can assign the caller to a preconfigured queue. If the maximum waiting time is exceeded, the caller is assigned to the next free and suitable agent.
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## Assign groups and agents to a hotline
You need to add groups and agents to a hotline to make them available as a possible destination later in the associated routing plan.
To assign an agent or a group to a hotline, please select one or more entries from the right list and move them to the left list by clicking on them.
Afterwards, you can grant agents or groups an individual post-processing time. The post-processing time ends automatically, but can be terminated manually by the agent in advance. The possibility of prior termination requires an authorization assigned by the administrator to the respective agents.
Whispering is only necessary if agents work without the telegra ACD agent interface (WebAgent) and informs the agent in advance of the call about the number and hotline dialed by the caller.
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## Thresholds
You can define from which value the currently longest waiting time should be exceeded and from which value the availability of a hotline should be undercut and from which value an alarm should be signaled to your agents:
In WebAgent, this will look like this for your agents:
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## Verwandte Artikel
> Macro (children)