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Call distribution in Call groups

For the basic information about Call groups (how to create a Call group, route incoming calls etc.), see the WMS Start Guide, Route incoming calls to call agents section.

Call group strategy configuration

• Go to WMS -> Dialplan -> Call Groups
• Select the group and click Edit strategy:
  
  

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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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Add agents to Call groups

Limitation on the number of Call group members

The maximum number of Call group members depends on the license type (Per Service/ Per User) and the amount of concurrent calls it offers + 2 additional call group members. The number of concurrent calls can be checked  in WMS -> Settings -> Tools and utilities -> Activation / Licenses. Example: the PBX supports 15 concurrent calls, this means you can add up to 17 static call group members.

Read more about the licensing: PBX Licensing and Activation Admin Guide.

Limitation for PBXs with Per Service licences: 

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Dynamically added call group members

Users can be dynamically added to Call groups via:

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These members do not disappear from the Call group after PBX restart; they can be removed in the same way they had been added (by Feature Code, via WebAPI or Contact center).

Contact center in Collaboration

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Contactcenter Contactcenter

Starting from WMS version 3.87, users can dynamically log into Call groups from 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 "Contact center" on WP4X0 and WelcomeConsole (only WMS version 4.01) 

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Contactcenterblf Contactcenterblf

Supported models: WP410, WP480G, WP490G R2/ R3; WelcomeConsole.

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Call groups manager

First member of call group (even if added dynamically) becomes Call group manager and receives the missed call notification to email.
In case of using “call all” strategy, missed call is also assigned to the Call group manager.

Quality management

Call group manager can monitor over the service quality provided to callers by Call group members. This capability is available via Call Intrusion options: Listen / Barge / Whisper. Detailed information can be found in /wiki/spaces/DOC/pages/30285992 chapter of Collaboration User Guide. 

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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

• "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 /wiki/spaces/DOC/pages/30285992 for additional information.

  
  

• "Call group" application routes calls to the specified Call group

  Note
  Note: Starting from WMS Beta version 3.88.42557.43, 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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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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