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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: October 2020March 2024 Permalink: https://confluencewildix.wildixatlassian.comnet/wiki/x/BAA8AQzAjOAQ |
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Call distribution in Call groups
For the basic information about Call groups (how to create a Call group, route incoming calls etc.), see the WMS Start Guide, Route incoming calls to call agents section.
Note |
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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:
Parameters:
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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Note |
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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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5 - Priority: if you have two call groups with differing priorities (e.g., support and support-vip), agents present in both call groups receive the calls from the higher-priority queue comparing to calls from the lower-priority queue. Those agents will not receive any calls from the lower-priority queue unless there are no more calls in the higher-priority queue. (Normally, there will be some agents who are present only in the lower-priority call group, to make sure that those calls are also answered in a timely manner).
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Note: To activate the priority, enable Call waiting option. |
Note |
Note: By "higher-priority" the larger value is meant: 2 has priority over 1. |
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Notes:
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9 - Auto pause on no answer: if enabled, a Call group member is automatically paused for the duration period of Auto pause on no answer timeout (no, only this queue, for all queues):
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13 - Dialplan: you can specify the Diaplan procedure here, allowing the caller to leave the queue by pressing a digit (a corresponding match must be present in this Dialplan procedure as "Called number") for further actions. For example, add Diaplan procedure with Called Number "1" and application "Dial the phone". The caller can leave the queue by pressing 1 and that call will be forwarded to the number specified in the application "Dial the phone"
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NoteNotes: Note:
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Note: You can activate Callback feature for Call groups by configuring special Dialplan procedures. Consult How to enable Callback feature for Call groups for detailed information. |
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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. |
- Call All 32: all available
- Priority: agents are called simultaneously until one answers (no user features processed)
- by groups depending on their priority (from 1 to 5). For example, if agents with priority 1 do not answer a call, it goes to agents with priority 2 and so on. To set priorities, select the call group with the current strategy, click Edit, assign priorities and click Save
Note |
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Notes: |
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- 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
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Limitations:
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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
Round Robin: the next agent is selected on the list following the individual that received the last incoming callWarning 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
16 - 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 |
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Note: It is possible to exit from the queue and change Dialplan procedure using the function QUEUE_MEMBER (available also in WMS 3.8X)MEMBER:
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 |
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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:
- 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 |
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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).
Limit Call groups to which users can dynamically sign on
Note |
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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
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Users can dynamically log into Call groups from Collaboration:
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To add agents to a call group:
- Go to WMS -> Dialplan -> Call groups
- Select the necessary call group and press Edit
Enter call group members names or extension in the field under call group name:
- Once done, click Save.
To change order of call group members, just drag and drop the necessary member in the desired order.
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 |
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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:
- 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)
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
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
The feature is disabled by default.
Contact center in Collaboration
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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
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Timeout is set to 5 seconds
Auto pause on no answer is set to only this queue
Auto pause on no answer timeout is set to 10 seconds
Unavailable on away / dnd is enabled in Collaboration Settings -> Contact center:
In this case if you don’t answer a call within 5 seconds timeout (Timeout set on Call group) you are put on pause in the current queue for the duration period of 10 seconds (Auto pause on no answer timeout set on Call group) and your user status changes to Away with expiration period of 10 seconds (because Unavailable on away / dnd is enabled and Auto pause on no answer timeout is set to 10). If Unavailable on away / dnd is disabled in Collaboration Settings -> Contact center, you are still put on pause in queue but your user status does not change to Away.
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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 phones Anchor Contactcenterblf Contactcenterblf
Contactcenterblf | |
Contactcenterblf |
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
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.
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: the Call Intrusion capabilities are available only with appropriate ACL permissions "Can" - "Intrusion". Read more about ACL in ACL rules and Call classes management - Admin Guide. |
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Missed calls notifications
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Requirements and supported devices:
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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.
Note |
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Note: Even if you dial a contact from which a call was missed, it still will be marked as missed. To mark it as seen, press Read option. |
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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 |
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Note: you can now set the ringtone also for "Call All 32" queue strategy. |
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"Record call" application enables the recording of all calls managed by the Call group
Note |
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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 |
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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": |
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Note |
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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.
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.
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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: the Call Intrusion capabilities are available only with appropriate ACL permissions "Can" - "Intrusion". Read more about ACL in ACL rules and Call classes management - Admin Guide. |
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).
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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.
Example of the Dialplan procedure for managing Call group calls
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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
Note |
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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.
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.
Refer to Custom config parameters List for setup instruction.
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