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Call and Pickup Groups

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The Guide describes what are call and pickup groups and explains how to configure them.

Created: June 2019

Permalink: https://confluence.wildix.com/x/BADJAg

Overview

  • Call group (do not confuse with Call groups (Queues) is a list of group memberships that users belong to for call pickup purposes
  • Pickup group is a list of groups that users are permitted to pick up in

Call and pickup groups are designed to be able to pick up call group calls and prevent from creating a big amount of ACL groups to pickup purposes. Usually members of one department/ team are added to one call group. 

The new behavior of picking up Call group calls:

  • User A can pick up any calls belonging to a Call group specified in the user's Pickup groups (and can't pick up other calls) 
  • To pick up calls of the user A, specify the name of a Call group in the user's Call groups 

Example:

User A belongs to "Support" Call group. User B belongs to "Sales" Call group. If User A wants to pick up calls of User B, it is necessary to add "Sales" to Pickup groups of user A.

Configuration

To enable the new behavior:  

  • Go to WMS -> Users -> select a user/ multiple users 
  • Click Edit preferences -> Settings 
  • Specify names of Call / Pickup groups:

In our example, the user belongs to "Support" Call group and can pick up calls of the same Call group and "Sales".

Names of Call/ Pickup groups should: 

  • contain only latin letters, digits, "_" and "-". Must be case sensitive 
  • not be only digital (can't distinguish from pickup*(extension), gpickup*(id acl group)) 
  • not start on cg_ (can't distinguish from pickup*(cg_$id)) 
  • be separated by commas 
  • The maximum length of the string is 1024 symbols. The length of a group name and number of callgroups is unlimited 

After the configuration

When the new functionality is enabled (means that at least one value is added to "Call groups"/ "Pickup groups" field), BLF "Group pick up" and ACL "Can - Call Pickup - Group" stop working. 

To pick up calls, you can configure BLF "Speed dial" indicating Feature Code "Pickup" 88*group name. 

If there are several calls to be picked up, one random call is picked up.

Note: Users with different behaviors cannot pick up calls of each other.



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