| Scroll export button | ||||||||
|---|---|---|---|---|---|---|---|---|
|
| Info |
|---|
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 November 2024 Permalink: https://wildix.atlassian.net/wiki/x/zAjOAQ |
...
- 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 chapter2 user via a BLF key Voicemail to view the notifications. Details described in Call Group notification manager chapter
2 - CID for outbound calls: Caller ID used for outbound calls through this Call group
3 - SMS/ Messengers number: the number (CLASSOUND DID) used for sending 2-way SMS / WhatsApp messages via x-bees
| Note |
|---|
Note: Only phone numbers in E.164 format are accepted in the SMS/ Messengers number field. |
4 - 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
Example:
Timeout set up in Dialplan application “Call group” = 30 seconds
Timeout set up for the Call group in Edit stategy -> Timeout = 15 seconds
Timeout set up in Edit strategy -> Seconds before recalling all the members again = 10 seconds
System tries to connect the caller for 15 seconds, after 10 seconds of silence, the system tries again to connect the caller for 15 seconds, after 10 seconds of silence the Dialplan execution proceeds to the next step, since the timeout set up in the Dialplan (30 seconds) has been reached.
3 5 - Announce frequency: enable notification of the position in the queue to the caller
4 6 - Announce hold time: if enabled, other than notification of position in the queue, notifies the caller of the estimated time limit before the response
| Note |
|---|
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". |
5 7 - 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).
| Note |
|---|
Note: By "higher-priority" the larger value is meant: 2 has priority over 1. |
6 8 - Seconds before recalling before recalling all the members again: enter the number of seconds
7 9 - Wrap up time: set up the timeout between the calls for one operator after this operator completes a call. Calls are not distributed to the operator for the period of this timeout
...
Wrap up time = 12 seconds. An operator answers a call from the queue. After the call is completed, the operator is put on pause for the duration of 12 seconds.
8 10 - Call waiting: if enabled, a Call group member can receive more than one call at a time. By default, the option is disabled for newly created Call groups. It is recommended to keep this option disabled in case you are using Round Robin or Longest Idle strategies, otherwise there is a risk that some callers could be stuck in a queue because calls would continue to arrive to those agents who are already busy in a conversation
| Note |
|---|
Notes:
|
9 11 - 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):
...
- Queues with Call all 32 strategy do not support this feature!
If Auto pause on no answer is enabled in WMS -> Dialplan -> Call Groups -> Edit strategy, it is necessary to specify Auto pause on no answer timeout
Warning Important: Auto pause on no answer timeout must be different from 0!
10 12 - Auto pause on no answer timeout (default = 5 seconds): the timeout for the duration of which a Call group members are auto-paused in case they don't answer a call, they are offline or have unregistered devices
11 13 - Auto pause delay: delay in seconds before auto-pausing in case a Call group member did not answer a queue call after the last call was answered. For example, Auto pause delay is set to 3 minutes and a Call group member receives a new call after 2 minutes. In case a Call group member doesn't answer the call, he/ she will not be auto-paused. If the next call is received within 3 minutes or more after answering the last one, a Call group member will be auto paused
12 14 - Max length: maximum number of calls in queue, when the number is exceeded, other calls are not put to the queue but are routed according to the next step of the Dialplan
13 15 - 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"
| Note |
|---|
Notes:
|
...
| Note |
|---|
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. |
14 16 - Strategy: set up the way the calls are distributed to the members of the Call group (Call All, Round Robin, Longest Idle, Fewest Calls, Linear)
...
- Round Robin: the next agent is selected on the list following the individual that received the last incoming call
Call All 32: agents are called by groups of 32 (32+32+X) until one answers
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 17 - Default priority for dynamic users (appears if you set "Priority" strategy) - set priority for dynamically added call group members
1618 - 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
...
| Note |
|---|
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
| Anchor | ||||
|---|---|---|---|---|
|
...
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
| Note |
|---|
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
...