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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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• 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 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 Call intrusion /wiki/spaces/DOC/pages/30285992 chapter of Collaboration User Guide. 

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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 /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.

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