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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: September 2023March 2024 Permalink: https://wildix.atlassian.net/wiki/x/zAjOAQ |
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Note: it is possible to add called numbers present in Dialplan procedures to Call groups. |
Call group strategy configuration
- Go to WMS -> Dialplan -> Call Groups
- Select the group and click Edit strategy:
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Note: Additionally, to enable Announce frequency and Announce hold time options, select Music on hold class in the Dialplan used for managing calls of the Call group. For this purpose, you can configure a special directory in Sounds menu of WMS: go to MusicOnHold folder, click + Directory to add a new directory and upload audio files:
It is also possible to play random music on hold. To enable the option, go to WMS -> Settings -> PBX -> SIP-RTP add check off "Random music on hold". |
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Notes:
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- Round Robin: the next agent is selected on the list following the individual that received the last incoming call
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:
- 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
- When Call All 32 strategy is used, it is not possible to pick up a ringing call using the pickup group feature. Documentation: Call and Pickup Groups
- 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 - Default priority for dynamic users (appears if you set "Priority" strategy) - set priority for dynamically added call group members
1516 - 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
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Note: It is possible to exit from the queue and change Dialplan procedure using the function QUEUE_MEMBER:
Detailed information can be found in Smart Dialplan - use of Custom Applications. |
Add agents to Call groups
To add agents to a call group:1. Go
- Go to WMS -> Dialplan -> Call groups
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- Select the necessary call group and press Edit
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Enter call group members names or extension in the field under call group name:
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- Once done, click Save.
To change order of call group members, just drag and drop the necessary member in the desired order.
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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:
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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 VoIP phones phonesAnchor Contactcenterblf Contactcenterblf
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Supported models: Start (ex WP410), WP480G, WP490G R2/ R3; WorkForce, WelcomeConsole, Start 5, WorkForce 5, ForcePro 5, WelcomeConsole 5.
It is also possible to log into Call groups as a dynamic user via BLF "Contact center" on VoIP phones:
- Add BLF "Contact center" via Collaboration (Settings-> Function keys) or WMS (Users -> Edit preferences -> Settings -> Function keys)
- Press BLF "Contact center" on WP4X0/ WorkForce/ WelcomeConsole/ Start 5/ WorkForce 5/ ForcePro 5/ WelcomeConsole 5
- 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 log out from all Call groups, press "Sign-out" Soft key
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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.
PBX users can subscribe to receive notifications about missed calls using Call Group notifications manager feature.
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 Call intrusion chapter of Collaboration User Guide.
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Note: Starting from WMS 6.03.20230630.3, Cloud Analytics (CDR-View 2.0) was introduced, which replaces the functionality of CDR-View. See documentation for more details: Cloud Analytics (CDR-View 2.0) in Collaboration. |
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.
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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 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
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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 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.
Configure Autofill for Call group calls via Dialplan
Starting from WMS 6.04.20231012.1, it is possible to configure Autofill option for Call group calls via Dialplan. With Autofill enabled, calls to a Call group are distributed to available agents simultaneously. When disabled, calls are delivered in a serial manner. By default, Autofill is enabled for all call group strategies except Call All 10/32. In some cases, in busy environments with many incoming calls, with Autofill enabled the call that arrived earlier, could be delivered to an agent later than other calls.
To disable Autofill, modify the Dialplan procedure used for the group, by adding Custom application -> SET(AUTOFILL_QUEUE=false). For more details, see Dialplan applications - Admin Guide
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Note: The setting is applied to calls that come via the Dialplan in which the setting is configured (not the whole queue). |
Prioritize calls to a user belonging to different call groups by the longest waiting time
Starting from WMS 6.02.20230306.1, you can enable/ disable possibility to prioritize calls to a user belonging to different call groups by the longest waiting time. When the option is enabled, agent receives a call from the queue that has the longest waiting time and next calls are not assigned to another agent until the longest waiting call is answered.
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