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This Guide explains how to edit the strategy of call distribution in Call groups and provides the information on dynamic login to Call groups via Collaboration. Updated: July September 2023 Permalink: https://wildix.atlassian.net/wiki/x/zAjOAQ |
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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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Notes:
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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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- Round Robin: the next agent is selected on the list following the individual that received the last incoming call
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:
- 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
- When Call All 32 strategy is used, it is not possible to pick up a ringing call using the pickup group feature. Documentation: Call and Pickup Groups
- 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
15 - Default priority for dynamic users (appears if you set "Priority" strategy) - set priority for dynamically added call group members
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Note: Starting from WMS 6.03.20230630.3, Cloud Analytics (CDR-View 2.0) was introduced, which replaces the functionality of CDR-View. See documentation for more details: Cloud Analytics (CDR-View 2.0) in Collaboration. |
Call Group notifications manager Anchor cgnotificationmanager cgnotificationmanager
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- Modify the Dialplan procedure used for the group, by adding Set -> QUEUE_FAST_RECALL -> yes/true before the Call group application. For more details, see Dialplan applications - Admin Guide
- Add QUEUE_FAST_RECALL as a Global Dialplan Variable (applies the settings to all Call groups with Call All 10/ 32 strategy). Check out Custom Global Dialplan Variables List for instructions.
Prioritize calls to a user belonging to different call groups by the longest waiting time
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