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1 - 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 calling 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 calling recalling all the members again = 5 10 seconds
System tries to connect the caller for 15 seconds, after 5 10 seconds of silence, the system tries again to connect the caller for 15 seconds, after 5 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.

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5 - Seconds before calling before recalling all the members again: enter the number of seconds

6 - 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. 

Example:

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. 

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• Call All 32: all available agents are called simultaneously until one answers (no user features processed)

  Note

  Note: Starting from WMS Version 3.88.41912.34, Call All 32 strategy was improved: Now it is 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 During upgrade of PBX, Configuration of Call All 32 strategy will be updated automatically.

  
  

  Warning
  Limitations: Feature “Contact Center” (Collaboration -> Settings -> Contact center) doesn’t work for this strategy User preferences (call forwarding, call waiting 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

Add agents to call groups

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 14 - Exit if all members (available only in WMS 4.01!): 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  

For example: All Call group members are put on pause for the duration period of wrap up time -> the incoming call is routed according to the next Dialplan application  

Add agents to Call groups

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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• "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: Starting from WMS Beta version 3.88.42557.43, 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 

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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