What is a Call Group?
If you need multiple destinations (VoIP phones, the App, Webphone, and/or mobile phones) to ring simultaneously, the call group function is your solution. This guide explains how to create a call group in admin and integrate it into your dial plan to activate the function.
Admin: Creating a call group
- Go to Call Groups.
- Click Add.
You can now begin customizing the call group module according to your preferences. Read on below to find out what your options are.
- Internal Number (extension)
- Description
- Ring Method
- Ignore Call Forwarding
The internal number lets you quickly connect with the entire call group, ensuring prompt and effective customer support by easily reaching an available team member.
Add a description to the call group to easily identify which colleagues are included in each group.
There are two options for handling incoming calls:
The smart ringing order ensures the incoming call reaches the colleague best suited to assist the caller. In call groups using this method, calls tend to be shorter with fewer transfers.
In this method, everyone in the call group is alerted simultaneously. The first person to pick up will speak to the customer.
We recommend using this option to prevent call forwarding on VoIP phones. This ensures that each selected member of the call group remains available to receive calls at all times, directing calls to the appropriate team members without being forwarded elsewhere.
Confirm Calls Type
This feature ensures that customers do not end up in your mobile provider’s voicemail. There are three options available:
- Call confirmation is disabled.
- There is a possibility that the customer may end up in your voicemail.
- When receiving a call to an external number, you will first hear a prompt saying, "Press 1 to accept this call."
- This ensures that the call is not answered by your mobile provider’s voicemail.
- We recommend enabling this when you have mobile or landline numbers in a call group.
- Similar to the Default option, but you can record your own notification or choose a different language.
- After you pick up the call, listen to your own added notification and press 1. After this you get the caller on the phone. This is useful if you have multiple company names so you know which company was called.
- Message settings: choose your language
- Press one to answer this call: here you can replace the default message “Press one to answer this call” with a custom message.
- No longer available: here you can replace the default message “No longer available” with a custom message
- **Destinations **In the Destinations section, you can specify exactly what you want to address within the call group. To better understand each destination option, read the detailed descriptions below.
- A VoIP account in the dial plan always directs calls to a specific device, whether it’s a desk phone, the Webphone, another softphone, or an app.
- If you want to prevent the device from ringing without modifying the dial plan, you can set the desk phone, app, or Webphone to Do Not Disturb (DND).
- Also known as SIP trunks or trunk accounts, VoIP trunks are configured in a VoIP PBX and ensure registration on Voys servers.
- This option is used when you have your own VoIP phone system.
- The Fixed/Mobile function allows you to add an endpoint so your business phone number can be forwarded.
- As the name suggests, you can forward calls to both fixed (landline) and mobile numbers.
- Adding a User account to the dial plan means a specific person will be called.
- The user can choose their own endpoint, such as the device they want to receive calls on at that moment.
- Each user can use up to three VoIP accounts, allowing them to switch between a desk phone, Webphone, or app.
- Additionally, users can add their own mobile phone number or any other fixed or mobile number for call forwarding.
- If they don’t want to be reachable, users can set their endpoint to Offline, Do Not Disturb, or only available for colleagues.
Click on Save. You have now created a call group.
Dial Plan: Add a Call Group
- Click on Dial Plans.
- Select the phone number where you want to add the call group.
- Press Edit Dial Plan.
- Press Add Step where you want the call group to ring.
- In the first dropdown menu, search for Call Group.
- In the second dropdown menu, choose the call group you want to add.
- Ring time refers to the number of seconds the destinations in the call group will ring before the customer is sent to the next step in the dial plan.
- Press Confirm.
- Press Save Changes.
- Press Save.
The Call Group is now active in the dial plan and therefor live.
Filter: what group are you in?
You can also use the filter search in the call group module to search what call group(s) you, or your collegue, are in.
Fill in the destination type: Users, VoIP accounts or Fixed/mobile redirects, select the destination for which you want to check, and click search.
Not seeing any results? This could be because you searched for your VoIP account while your user is selected in the call group—or vice versa, of course!
FAQ
To avoid confusion, choose an internal number for a call group that starts with a different digit than your VoIP and user accounts. This way, each type of number is easily distinguishable.
The "Press 1 to accept" prompt prevents calls from going to your mobile provider's voicemail unless you disable it. To avoid this prompt, set the call group's ring time shorter than your mobile voicemail's activation time, allowing our platform to retrieve the call before voicemail.
To ensure that only one device rings at a time, add a queue with the Round Robin setting to your dial plan. This configuration will cycle through devices, ringing them one at a time.
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