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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 Missed calls 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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• 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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• 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: Feature “Contact Center” (Collaboration -> Settings -> Contact center) doesn’t work for this strategy 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

  
  

• Round Robin: the next agent is selected on the list following the individual that received the last incoming call
• 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

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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).

Missed calls notifications 

With the help of the feature, all Call group members including dynamic ones can view missed calls (previously only Call group manager received them). For this purpose, you need to create a dedicated user that receives missed calls notifications and subscribe for that user via BLF "Voicemail" to view the notifications.

Take the following steps to configure the feature:

• Step 1: Create a dedicated user. Make sure you assign at least UC-Basic license

• Step 2: Select the user as Missed calls manager for a specific Call group (the option is located under Edit strategy settings)

• Step 3: All Call group members who want to view missed calls notifications need to subscribe for the Missed calls manager via BLF "Voicemail". The detailed information about the BLF configuration is present in Voicemail Guide

Usage:

• Once there is a missed call, the BLF starts blinking 
• To view missed calls notifications, press BLF Voicemail
• To mark a missed call as seen, press Info -> Read
• After it is marked, the BLF stops blinking also on other phones subscribed for the Missed calls Manager

 The same way, it works also for voicemail messages.

Call Group notifications manager 

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You can set up Call Group notifications manager feature that allows all users to view missed calls and voicemails notifications for specific Call groups. Follow How to set up the Call Group notifications manager feature for details.

Example of the Dialplan procedure for managing Call group calls 

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