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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 September 2024 Permalink: https://wildix.atlassian.net/wiki/x/zAjOAQ |
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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 by groups of 32 (32+32+X) until one answers (no user features processed)
Note Notes:
- For WMS versions prior to v. 6.07.20240906.1, all available agents are called simultaneously until one answers in case of Call All 32 strategy.
- 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
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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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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
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