Creating a New Call Group
- Pieter Oosthuizen
Follow this guide to create a new Call Group. A Call Group is a group that consists of a number of users that can receive calls.
Calls are sent to a Call Group based on rules defined in the Call Group such as ‘Circular Hunting' or 'Ring All’.
Creating a New Call Group
Navigate to Settings:
Click on Call Groups and Click ADD
Completing Call Group fields
Basic Information
Field Name | Description/Options | Required Field |
|---|---|---|
Name | This is the name of the Call Group you are creating. If you have more than one Call Group, choose a name that can be easily identified. E.g. Accounts Call Group | Yes |
Assign Phone Number | Selecting a number here will route the incoming calls to this Call Group.
Important: It is not recommended to select the number here as this will remove any routing configured under Numbers Time Routing - Phone Number (DID) | No |
Greeting | This is the sound file that should be played to the caller whilst waiting for the call to be answered. Typically presents the caller with some music or promotional material. Company Greetings will be available for selection here or alternatively:
If no greeting is uploaded here the caller will here a standard ringing tone. | No |
Algorithm | How incoming calls should be sent to users part of this Call Group: Ring All: This will send the incoming call to all of the users added to this call group. The first user that answers the call will accept the call. Circular Hunting: This option will hunt users in a circular fashion - one after the other. | Yes |
Call Group Members
To add a new member/user, click the ADD MEMBER link.
Field Name | Description/Options | Required Field |
|---|---|---|
User | This presents a dropdown list of all company users. Selecting a user here will add the user to the Call Group. | Yes |
Call Group Options
The below section contains options for all calls routed to this Call Group:
Field Name | Description/Options | Required Field |
|---|---|---|
Ring Timeout | This is the amount of time in [s] seconds that calls should ring on this Call Group before following the Ending action. | Yes |
Ending Action (Play) | If there has been no answer from any of the users added to this Call Group after the Ringback timeout [s], you can select a file to play back to the caller. | No |
Ending Action (And) | This includes an action to Dial an Input (Number Value). Important: This is only applicable for Call Groups that have been triggered from a Voice Menu (See Voice Menu (IVR) ). E.g. If a caller calls a phone number, selects option 1 (Routes to this call group). Entering 1 under “Dial an Input “ will result in this Call Group being called/triggered again - resulting in a loop. If the Voice Menu contains an option 7 for example which routes to Voicemail, entering 7 under “Dial an Input “ will result in this Call routing to a Voicemail after the Ringback timeout. If no option is selected here, the call will simply disconnect.
| No |
Click SAVE. The new Call Group will be created and available in the main Call Group screen.
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