Call Group
Content
What can I do here?
Create and manage a group of VoIP accounts, users, or end destinations that belong together and ring simultaneously.
Screenshot
Fields
Internal number (extension) is a number that can be dialed from a VoIP device to select the call group.
Description describe the call group here, for example 'everyone' or 'sales'.
Call Method has two options.
- All at once With this method, everyone in the call group is contacted simultaneously. The person who answers first gets to speak with the customer.
- Smart Ring Order The smart ring order looks at who last spoke to the caller. So when a phone number calls a call group and calls again within 48 hours, the smart calling method works as follows (in this order): Is there a destination that has answered the most calls from this number? Then the call is connected to this destination. Is there a destination that had the most recent completed call with the caller? Then the call is connected to this destination. If a destination is unavailable, the call will ring to the entire call group. Both incoming and outgoing calls are considered. Currently, continuous work is being done on developing the "Smart Ring Order" to make this feature increasingly "smarter".
Behavior within a queue
All call methods in a call group are overruled by queue settings. If a queue has the Round Robin call method and the call group in the queue has smart routing, the call will be delivered via round robin when it enters the queue.
Ignore call forwarding means that call forwarding set on a phone with a VoIP account will not be executed. We recommend always keeping this box checked.
Confirm calls is also called call validation. When this is checked (option Default or Custom) in a call group, you will hear when receiving an incoming call: 'Press 1 to answer this call or 0 to decline.' This message is only played when the call group contains external numbers (e.g., mobile numbers). This can also include users with mobile call forwarding! This feature ensures that an incoming call doesn't unintentionally go to a mobile phone's voicemail when other mobile phones are available. Note: this only works when the Call Group is called through a Dial Plan or Dial Plan Template and not when called internally to that Call Group. The difference between the 'Default' and 'Custom' options is that with the 'Custom' option, you can use your own recorded message.
Destinations here you can select the VoIP devices or external numbers that should be grouped together in a call group. For example, first select a VoIP account and then click on the blue arrow to the right of it. This adds it to the selected VoIP accounts that form the call group.
Tips
Not too many
For both organizational and technical reasons, we recommend not making call groups too large. Also, don't create mixed groups - choose either a group with VoIP accounts or a group with fixed end destinations.
Internal numbers
Give all call groups the same type of internal number. For example, choose to put all VoIP accounts in the 200 series (201 through 299) and the call groups in the 400 series (401 through 499). This creates clarity within your management environment.