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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: March April 2019 WMS Version: 3.88 Online version: https://confluence.wildix.com/x/BAA8AQ |
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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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- Feature Code “Call group management”, 97 by default
- WebAPI “Call group login”
- Contact center feature in Collaboration (see the chapter below)
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- BLF "Contact Center" on WP4X0, WelcomeConsole (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. |
These members are not displayed in WMS -> Dialplan -> Call Groups, but they are displayed via WebAPI interface.
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).
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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)
Supported models: WP410, WP480G, WP490G R2/ R3; WelcomeConsole.
It is also possible to log into Call groups as a dynamic user via BLF "Contact center" on WP4X0, WelcomeConsole:
- Add BLF "Contact center" via Collaboration (Settings-> Function keys) or WMS (Users -> Edit preferences -> Settings -> Function keys)
- Press BLF "Contact center" on WP4X0
- Press "Sign-in" Soft key
- Select a Call group you would like to log in and press "Switch" Soft key
- To log out from a Call group, press "Switch" Soft key
To display the changes in Collaboration, refresh Contact center (Settings -> Contact center) page.
Video tutorial:
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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.
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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.
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