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4 - 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. |
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Note: By "higher-priority" the larger value is meant: 2 has priority over 1. |
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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 licences:
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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 WP4X0, WelcomeConsole (see the chapter below)
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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: 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.
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