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1 - Missed calls manager (available starting from WMS 5.02): specify a dedicated user that receives missed calls and voicemails notifications and subscribe for that user via a BLF key Voicemail to view the notifications. Details described in Call Group notification manager chapter
2 - Timeout: the maximum period of time in seconds, during which the system tries to connect the caller to a Call group member; after the timeout is reached, timeout set up in Seconds before recalling all the members again field is applied; after which the system will try to connect the caller to a Call group member again
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- Call All 10: agents are called by groups of 10 (10+10+10+X) until one answers
- dynamically added users in this case receive the call together with the first 10 members
- Timeout specified in the first field is applied to each group of members
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Call All 32: all available agents are called simultaneously until one answers (no user features processed)
Note Notes:
- Available for all devices including Web ZD and mobile apps (it is possible to disable push notifications for mobile apps, see details in the Example of the Dialplan procedure for managing Call group calls)
- This strategy supports up to 32 users (previously it supported up to 32 devices and each device of CG member was counted)
- The current delay between CG members equals 20ms to achieve almost simultaneous ringing
Warning Limitations:
- Feature “Contact Center” (Collaboration -> Settings -> Contact center) doesn’t work for this strategy
- User preferences (call forwarding etc) are not processed when this strategy is used (they are turned off)
- Feature is not available on old HW PBX
- Round Robin: the next agent is selected on the list following the individual that received the last incoming call
- Longest Idle: the agent who answered the call the longest time ago is called
- Fewest Calls: call the agent who has the lowest number of answered calls
- Linear: agents are called sequentially starting from the first member on the list until an earlier person is no longer on the phone
- dynamically added users are called in the order in which they are added
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Deliver Kite chat requests to all Call group members
Refer to Custom config parameters List to set up Kite group chat requests to be delivered to all call group members simultaneously.
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Consult this Article for the detailed information on how disable updates for early call statutes for BLF "Colleague" configured for call group members with “Call All 10/ 32” strategy on WelcomeConsole/ WP490.
Allow overriding the timeout between calls in Call All 10/32 Call group strategy
By default, when a Call group member hangs up, they don't receive an incoming call until the Call group timeout is reached. If you want to configure a Call group member to receive incoming calls as soon as they get available, use one of the options below:
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