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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: September 2019 WMS Version: 3.88 / 4.0X Online version: https://confluence.wildix.com/x/BAA8AQ |
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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". |
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14 - Exit if all members (available only in WMS 4.0X/ WMS 5.0X!): 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
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- 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 VoIP phones (see the chapter below)
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Limitation: Call strategy "Call All 32" doesn't support possibility to receive incoming calls from the queue for dynamically added CG members via FC "Call group management" and Contact center feature in Collaboration. |
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Contact center in Collaboration
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Starting from WMS version 3.87, users Users can dynamically log into Call groups from Collaboration:
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- 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
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VoIP phones (
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WMS 4.0X/ WMS 5.0X) Anchor Contactcenterblf Contactcenterblf
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Supported models: WP410, WP480G, WP490G R2/ R3; WorkForce, WelcomeConsole.
It is also possible to log into Call groups as a dynamic user via BLF "Contact center" on WP4X0, WelcomeConsoleVoIP phones:
- Add BLF "Contact center" via Collaboration (Settings-> Function keys) or WMS (Users -> Edit preferences -> Settings -> Function keys)
- Press BLF "Contact center" on WP4X0/ WorkForce/ WelcomeConsole
- Press "Sign-in" Soft key
- Select a Call group you would like to log in and press "Switch" Soft key
- To log out from a Call group, press "Switch" Soft key
- To log out from all Call groups, press "Sign-out" Soft key
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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: 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
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