Gruppen

Under Groups, several telephones can be combined to form a call group. Call groups can be controlled either in the form of a parallel call or an on-hold queue. The difference between these two variants will be briefly explained here.

By clicking on  , a new group can be created and edited.

Settings

Group name: A meaningful designation helps maintain an overview, for example when selecting the group in the dial plan

Mode

Parallel call: All registered telephones ring simultaneously. If call waiting has been activated on the terminal, those members of the group who are currently on the telephone will also hear that a new call has been received. If no one answers the call or all members of the group are busy, the caller ends up in the next step of the dial plan.

• Call restriction: Call restriction allows you to determine how many calls can be made through this group at the same time until the group is considered busy. Calls are counted that are answered by a call to the group as well as those which are started by logged-in members of this group. Calls to other groups are not counted, even if a member of the present group answered the call to the other group.

On hold: all registered telephones ring simultaneously. The setting "Call waiting possible" determines whether telephones that are already being used to make calls should also be controlled. If no one answers the call or if all members of the group are busy, the caller remains on hold and after a short pause another attempt is made to deliver the call. Only after the maximum execution time for the dial plan step defined in the dial plan, the caller is put on hold if the call is not answered and the caller ends up in the next step of the dial plan.

• Periodic announcement: Specifies whether an announcement (and if so, which one) should sound periodically while the caller is on hold. (Example: "Unfortunately, all the staff are still occupied. We will attend to your call as soon as possible.")
• Time between announcements: Defines the interval at which the periodic announcement should sound. The actual interval is influenced by the value selected for the timeout.
• Time between announcements refers to the end of the announcement: Yes / No
• Announce the place on hold:
• Announcement if all agents are busy and/or there are already callers on hold: The selected announcement is played if all registered users/telephones are busy or if a caller is already on hold.
• Weighting: If the users/telephones are in several groups, it is not primarily the order of the calls that is decisive but the weighting of the group.
• Strategy: Which users/telephones are signalled and in which order.
  • All: All registered users/telephones are signalled simultaneously.
  • Longest free: The call is signalled to the logged-in user/telephone that has not made any calls for the longest time.
  • Lowest number of calls: The call is signalled to the registered user/telephone that has received the least number of calls.
  • Random: The call will be distributed at random.
  • Random with a penalty: Same as Random, however, the setting under Penalty is taken into account.
  • Round Robin with memory: Calls the users/telephones in order and starts with the next call after the one that was called last.
  • Round Robin with no memory: Calls the users/telephones in order and always starts from the beginning.
• Skip if no agents are logged in: If all users/telephones are logged out, should this dial plan step be skipped?
• Log out automatically if no answer: Here the administrator can prevent all agents from logging out. You can configure the minimum number of agents.  Please note that, with the automatic logout on-hold function, these agents are logged out despite the minimum number of agents set.
• Timeout: Determines for how long the telephones of the group members should ring before the next attempt is made.
• Pause: Specifies how much time should elapse between two delivery attempts. (Depending on the terminals used, a short pause is important so that the next call attempt does not start while the terminal is still busy).
• Knocking possible: If call waiting is desired.
• Prevent agents from logging off, if <= X agents logged in:
• Hide group: This allows you to hide the group membership in the wwphone or wwmobile client.
• Wrap-up or rework time: How long the user/telephone will not receive calls after hanging up.
• Capacity: Maximum calls waiting to this group.
• Acceptance confirmation required (DTMF): The user answering the call is prompted to enter a digit. This prevents a call from being considered answered if a device automatically answers the call. It rings until the call is confirmed by an input.
• Send "Call Completed Elsewhere" to the involved phones when reaching the timeout: If you are not using wwphone or wwmobile, this prevents unnecessary entries in the Calls in Absence list.
• Limit the number of calls served by agents: Yes / No
• Call limit:
• Take outgoing calls into account:

Prioritised callers: The telephone numbers entered here are prioritised in this group depending on their priority.

• Priority: 1 - 10 (The 0 means no priority)

• Caller number: In national or international format. If you need number ranges, use the Override controls.

• Call distribution note

  If you have deactivated call waiting on all terminals and a second call arrives for the same group in which another call has not yet been answered (i.e. is still ringing), the mode of the group has a major influence on the behaviour of the switchboard.

  • If Parallel Call was selected as the mode, the system jumps to the next step of the dial plan in this scenario (since all group members are busy).
  • If, on the other hand, on-hold mode has been selected, the caller remains in the loop and, after an employee has answered the first call, the second call rings successfully on the previously occupied devices.

Group membership

All participants who can register in this group must be entered here.

• Logged in: The status is displayed here and can be changed.  means the user is logged in.
• Push: For signalling on the wwphone app on the smartphone of the registered user/telephone. If the user/telephone is not logged in, no push is sent.
• Block: Every user who is not allowed to log in and log out himself can be blocked here. It is thus the responsibility of the administrator to log users in and out. If the group is not hidden, the user sees the login status.

By clicking on the  icon for group membership, the history of the logouts and logins of the users of the respective group is displayed. This can be used to determine why the call was not signalled to this group.