...
| Note |
|---|
Note: in this case, if the Timeout set up in Dialplan application is less than 30 seconds, the second group of agents will never receive an incoming call. |
15 - Exit if all members: if all Call group members are unavailable (busy, paused/wrap up, ringing) at the time when a new incoming call is placed to the queue, the system proceeds to execution of the next application of Dialplan procedure used for managing Call group calls
For example: All Call group members are put on pause for the duration period of wrap up time -> the incoming call is routed according to the next Dialplan application
| Warning |
|---|
Limitation: The option does not work for 'Call All 32' strategy. |
| Note |
|---|
Note: It is possible to exit from the queue and change Dialplan procedure using the function QUEUE_MEMBER (available also in WMS 3.8X):
Detailed information can be found in Smart Dialplan - use of Custom Applications. |
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 licenses:
WGW250 – no limit
WGW90 – 32 members
WGW40 – 17 members
WGW16 – 10 members
WGW12 – 8 members
WGW8 – 6 members
Example: WGW40 Activation license offers 15 concurrent calls. The max number of Сall group members is 17 (with 2 additional calls).
Limitation for PBXs with Per User licenses:
Example: according to the licenses, the number of concurrent calls is 44. This means that the maximum number of Call group members is 46:
| Note |
|---|
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)
| Warning |
|---|
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", Contact center feature in Collaboration and BLF "Contact center" on VoIP phones. |
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).
Limit Call groups to which users can dynamically sign on
| Note |
|---|
The feature is available starting from WMS 4.02.44435.37, disabled by default. |
Admin user can restrict the list of Call groups available to users for signing on Contact center in Collaboration, BLF "Contact center" on VoIP phones and via FC "Call group management" 97:
- Go to WMS -> Users -> select a user or multiple users
- Click Edit preferences -> Settings -> Limit call groups
- Check the box "Enabled"
- Add the groups to which users can sign on
- Click Save
...
Users can dynamically log into Call groups from Collaboration:
- Go to Collaboration Settings -> Contact center (or WMS -> Users -> Edit preferences -> Settings -> Contact center) Check the groups you would like to answer for (
Call All 32: all available agents are called simultaneously until one answers (no user features processed)
Note
...
Note: By default, when a Call group member hangs up, they don't receive an incoming call until the Call group timeout is reached. If you want to configure a Call group member to receive incoming calls as soon as they get available, use one of the options below:
- Modify the Dialplan procedure used for the group, by adding Set -> QUEUE_FAST_RECALL -> yes/true before the Call group application. For more details, see Dialplan applications - Admin Guide.
- Add QUEUE_FAST_RECALL as a Global Dialplan Variable (applies the settings to all Call groups with Call All 10/ 32 strategy). Check out Custom Global Dialplan Variables List for instructions.
Call All 32: all available agents are called simultaneously until one answers (no user features processed)
| Note |
|---|
Notes:
|
| Warning |
|---|
Limitations:
|
...
- dynamically added users are called in the order in which they are added
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
15 - Exit if all members: if all Call group members are unavailable (busy, paused/wrap up, ringing) at the time when a new incoming call is placed to the queue, the system proceeds to execution of the next application of Dialplan procedure used for managing Call group calls
For example: All Call group members are put on pause for the duration period of wrap up time -> the incoming call is routed according to the next Dialplan application
| Warning |
|---|
Limitation: The option does not work for 'Call All 32' strategy. |
| Note |
|---|
Note: It is possible to exit from the queue and change Dialplan procedure using the function QUEUE_MEMBER (available also in WMS 3.8X):
Detailed information can be found in Smart Dialplan - use of Custom Applications. |
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 licenses:
WGW250 – no limit
WGW90 – 32 members
WGW40 – 17 members
WGW16 – 10 members
WGW12 – 8 members
WGW8 – 6 members
Example: WGW40 Activation license offers 15 concurrent calls. The max number of Сall group members is 17 (with 2 additional calls).
Limitation for PBXs with Per User licenses:
Example: according to the licenses, the number of concurrent calls is 44. This means that the maximum number of Call group members is 46:
| Note |
|---|
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)
| Warning |
|---|
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", Contact center feature in Collaboration and BLF "Contact center" on VoIP phones. |
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).
Limit Call groups to which users can dynamically sign on
| Note |
|---|
The feature is available starting from WMS 4.02.44435.37, disabled by default. |
Admin user can restrict the list of Call groups available to users for signing on Contact center in Collaboration, BLF "Contact center" on VoIP phones and via FC "Call group management" 97:
- Go to WMS -> Users -> select a user or multiple users
- Click Edit preferences -> Settings -> Limit call groups
- Check the box "Enabled"
- Add the groups to which users can sign on
- Click Save
Contact center in Collaboration
| Anchor | ||||
|---|---|---|---|---|
|
Users can dynamically log into Call groups from Collaboration:
- Go to Collaboration Settings -> Contact center (or WMS -> Users -> Edit preferences -> Settings -> Contact center)
Check the groups you would like to answer for (status in call groups where you are statically added as a member via WMS cannot be changed on this page)
Enable Sign-on option
Click Save
...
"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
| Note |
|---|
Note: detailed information on each described Dialplan application can be found in Dialplan applications Admin Guide. |
Appendix 1. Additional Call group settings
Callback feature for Call groups allowing customer to press DTMF to request a callback
Consult How to enable Callback feature for Call groups for the 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.
Deliver Kite chat requests to all Call group members
Refer to Custom config parameters List to set up Kite group chat requests to be delivered to all call group members simultaneously.
Disable updates for BLF keys configured for Call group members
...
- the call routed to the specified extension number
| Note |
|---|
Note: detailed information on each described Dialplan application can be found in Dialplan applications Admin Guide. |
Appendix 1. Additional Call group settings
Callback feature for Call groups allowing customer to press DTMF to request a callback
Consult How to enable Callback feature for Call groups for the 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.
Deliver Kite chat requests to all Call group members
Refer to Custom config parameters List to set up Kite group chat requests to be delivered to all call group members simultaneously.
Disable updates for BLF keys configured for Call group members
Consult this Article for the detailed information on how disable updates for early call statutes for BLF "Colleague" configured for call group members with “Call All 10/ 32” strategy on WelcomeConsole/ WP490.
Allow overriding the timeout between calls in Call All 10/32 Call group strategy
By default, when a Call group member hangs up, they don't receive an incoming call until the Call group timeout is reached. If you want to configure a Call group member to receive incoming calls as soon as they get available, use one of the options below:
- Modify the Dialplan procedure used for the group, by adding Set -> QUEUE_FAST_RECALL -> yes/true before the Call group application. For more details, see Dialplan applications - Admin Guide
- Add QUEUE_FAST_RECALL as a Global Dialplan Variable (applies the settings to all Call groups with Call All 10/ 32 strategy). Check out Custom Global Dialplan Variables List for instructions.