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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: March 2022July 2023 Permalink: https://wildix.atlassian.net/wiki/x/zAjOAQ |
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- 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 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: 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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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.30 seconds, the second group of agents will never receive an incoming call. |
Priority: agents are called by groups depending on their priority (from 1 to 5). To set priorities, select the call group with the current strategy, click Edit, assign priorities and click Save
Note Notes:
- Maximum 10 call group members can have the same priority. The maximum number of agents in the call group is 50. This doesn’t include dynamically added users
- The Timeout specified for the call group is applied to each group of members
- In case of adding dynamic users via the Wallboard, these dynamic users always have the 1 priority
- 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:
- 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 - Default priority for dynamic users (appears if you set "Priority" strategy) - set priority for dynamically added call group members
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
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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:
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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
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- 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.
Prioritize calls to a user belonging to different call groups by the longest waiting time
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