A Group allows you to create a team of individuals to receive calls placed to a specified number or extension based on the routing strategy you configure.
For example, create a number that customers can call that routes them to a team of Technical Support Specialists who can fix the technical issues or to a Sales group.of
- Name: Enter the name of the group (for example, Sale, Customer Support, Office, or Garage).
- Extension: The number / extension callers use to connect to this group.
Edit Existing Group¶
Click on the Group name, then click
Edit to revise the following:
- Name: The Group Name. You can mention the group name for easy reference.
- Extensions: Not available for editing; please contact support.
Group Type: Each Group type uses a different routing strategy to determine how the calls route to the specified members.
- Parallel: Rings a call to all members of the group simultaneously. The members' extensions ring for the length of time specified. Individual members can have unique timeout timers.
Note: Rings all members, even if they're already on a call.
- Sequential: Routes a call in a sequential order based on the order under Group Members. By default, the call routes to the member whose extension number has the highest value (for example, 5021).
- If the member with the second-highest extension number doesn't respond, the call gets routed to the extension with the third-highest value (for example, 4097).
- If the member with second highest extension number doesn't respond, the call gets routed to the extension with the third highest value (for example, 4095). This process continues until a member receives the call.
Destination: Click , then click
Editto enter the Destination (External number or Internal extension, SIP User, group, DID, etc.), and Ring Timeout (maximum amount of time for a call to ring before moving to next group member).
(SIP: Session Initiation Protocol; DID: Direct Inward Dialing)