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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: September 2019August 2020 Online version: https://confluence.wildix.com/x/BAA8AQ |
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Note: Additionally, to enable Announce frequency and Announce hold time options, select Music on hold class in the Dialplan used for managing calls of the Call group. For this purpose, you can configure a special directory in Sounds menu of WMS: go to MusicOnHold folder, click + Directory to add a new directory and upload audio files:
It is also possible to play random music on hold. To enable the option, go to WMS -> Settings -> PBX -> SIP-RTP add check off "Random music on hold". |
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Example: according to the licenses, the number of concurrent calls is 422. This means that the maximum number of Call group members is 424:
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Note: limitation does not apply for dynamically added call group members (see the chapter below). |
Dynamically added call group members
Users can be dynamically added to Call groups via:
- Feature Code “Call group management”, 97 by default
- WebAPI “Call group login”
- Contact center feature in Collaboration (see the chapter below)
- BLF "Contact Center" on VoIP phones (see the chapter below)
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Limitation: Call strategy "Call All 32" doesn't support possibility to receive incoming calls from the queue for dynamically added CG members via FC "Call group management" and Contact center feature in Collaboration. |
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- No sync between dynamic users added via WebAPI and via Contact Center (which means, users added via WebAPI cannot see that they are present in the group from Collaboration Contact center menu)
BLF BLF "Contact center" on VoIP phones (WMS 4.0X/ WMS 5.0X) Anchor Contactcenterblf Contactcenterblf
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Additionally, Call group manager can monitor in real time the call activity using CDR-View (check CDR-View User Guide) or Call Center Wallboard (read the chapter "Wallboard" of Collaboration WebAPI Guide).
Example of the Dialplan procedure for managing Call group calls calls
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"Set" - "Ringtone" application adds a ringtone to distinguish the Call group calls from other calls of a Call group member
Note Note: you can now set the ringtone also for "Call All 32" queue strategy.
- "Play sound" application adds a welcome message which is played to callers prior to delivering them to an available agent
"Record call" application enables the recording of all calls managed by the Call group
Note Note: recording can be also started by any agent after answering a call. Check Collaboration User Guide for additional information.
"Call group" application routes calls to the specified Call group
Note Note: It is possible to disable push notifications for Call group calls.
To disable push notifications (mobile and web push) add "Set" application -> SKIP_PUSH_NOTIFICATION -> yes" before "Call group":
- "Dial phone" application is executed in case "Exit if all members" option is activated and the call routed to the specified extension number
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Note: detailed information on each described Dialplan application can be found in Dialplan applications Admin Guide. |
Callback feature for Call groups allowing customer to press DTMF to request a callback
Consult How to enable Callback feature for Call groups for detailed information on how to configure the Dialplan.
Allow overriding of Global Call groups settings
Refer to Custom configuration parameters List for the description of Global Call groups settings and find out how to override them in order to save custom parameters after each system upgrade.
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