Call Groups allow you to queue customer calls and allow Multiple users and devices to be part of the ring strategy.
A must have for any business or call center that’s serious about helping customers reach a live person.
To setup a group, click on “Groups” from the left side then “Add Group” at the top.
To differenciate the group from others
Assign an extension that can be used to reach the group directly from the system, such as from an Auto Attendant action.
Drag over the system users that will be part of this group.
Click on “Members” to setup the ring groups call distribution method. Hit the “Distribute” button to Cascade the calls in order of the users list, or create your own method.
The seconds (“Sec”) respresent the start and stop ring time of the call where the system will attempt to reach that user. Keep in mind if a user has multiple devices, those will also be called.
User 1 – 0 to 39 Sec: The user will be called as soon as the caller enteres the queue until 39 seconds into the call.
User 2 – 40 to 78 Sec: After the caller has been in queue for 40 seconds and assuming no other user has picked up the call, User 2’s phone will begin to ring.
It will then stop after the call time totals 78 seconds.
Assign a Direct Phone Number
Under the “Phone Numbers” row you can add a direct line to that call group to be reached externally.
Inbound call recording. Requires external server setup to write recordings to. Please open a ticket for more info.
The music or message on hold.
If no user in the call group answers the call, what do we do next with the caller?
Do you want users to be able to forward calls from this group from their handset? Whether internal or external.
Caller ID Prepend
Specify a custom display name and number that will show to users on their devices. This helps distinguish what call group the call is coming from.