Page Comparison

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Call group strategy configuration

• Go to WMS -> Dialplan -> Call Groups
• Select the group and click Edit strategy:
  
  

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• Round Robin: the next agent is selected on the list following the individual that received the last incoming call

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

  Note

  Notes: 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 - Default priority for dynamic users (appears if you set "Priority" strategy) - set priority for dynamically added call group members

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Dynamically added call group members

Users can be dynamically added to Call groups via:

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BLF "Contact center" on VoIP phones  phones

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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.

PBX users can subscribe to receive notifications about missed calls using Call Group notifications manager feature.

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 Call intrusion chapter of Collaboration User Guide. 

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Call Group notifications manager

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Appendix 1. Additional Call group settings

Callback feature for Call groups allowing customer to press DTMF to request a callback

Consult How to enable Callback feature for Call groups for the detailed information on how to configure the Dialplan.

Allow overriding of Global Call groups settings

Refer to Custom configuration parameters List for the description of Global Call groups settings and find out how to override them in order to save custom parameters after each system upgrade.

Deliver Kite chat requests to all Call group members members 

Refer to Custom config parameters List to set up Kite group chat requests to be delivered to all call group members simultaneously.

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• Modify the Dialplan procedure used for the group, by adding Set -> QUEUE_FAST_RECALL -> yes/true before the Call group application. For more details, see Dialplan applications - Admin Guide
• Add QUEUE_FAST_RECALL as a Global Dialplan Variable (applies the settings to all Call groups with Call All 10/ 32 strategy). Check out Custom Global Dialplan Variables List for instructions.

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

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Prioritize calls to a user belonging to different call groups by the longest waiting time

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