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.