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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 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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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. |
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Limit Call groups to which users can dynamically sign on
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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
The feature is disabled by default.
Contact center in Collaboration
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