...
| 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: July September 2019 WMS Version: 3.88 / 4.010X Online version: https://confluence.wildix.com/x/BAA8AQ |
...
14 - Exit if all members (available only in WMS 4.010X!): 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
...
These members do not disappear from the Call group after PBX restart; they can be removed in the same way they had been added (by Feature Code, via WebAPI or Contact center).
Limit Call groups to which users can dynamically sign on
| Note |
|---|
The feature is available starting from WMS 4.02.44435.37, disabled by default. |
Admin user can select the list of Call groups available for users to be logged into 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
Contact center in Collaboration
| Anchor | ||||
|---|---|---|---|---|
|
...
- No sync between dynamic users added via WebAPI and via Contact Center (which means, users added via WebAPI cannot see that they are present in the group from Collaboration Contact center menu)
BLF "Contact center" on WP4X0 and WelcomeConsole (only WMS
...
4.
...
0X) Anchor Contactcenterblf Contactcenterblf
| Contactcenterblf | |
| Contactcenterblf |
Supported models: WP410, WP480G, WP490G R2/ R3; WelcomeConsole.
...
| Html |
|---|
<div class="container">
<div class="video">
<iframe width="560" height="315" src="https://youtube.com/embed/E8LXvjZS4V4" frameborder="0" gesture="media" allow="encrypted-media" allowfullscreen></iframe>
</div>
</div> |
Call groups manager
First member of call group (even if added dynamically) becomes Call group manager and receives the missed call notification to email.
In case of using "Call All" strategy, missed call is also assigned to the Call group manager.
Quality management
Call group manager can monitor over the service quality provided to callers by Call group members. This capability is available via Call Intrusion options: Listen / Barge / Whisper. Detailed information can be found in /wiki/spaces/DOC/pages/30285992 chapter of Collaboration User Guide.
| Note |
|---|
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).
Example of the Dialplan procedure for managing Call group calls
...