Call to Group comes in handy when you can separate your staff into at least two departments, like Sales and Support.

Setting up calls to a group

  • Click on the Action menu (a circle of seven dots).

  • Select Call to Group.

You can either select an existing group, or create a new one by clicking on Add Group:

By default, a group can include up to 10 users.

Another option is to simply pick separate agents and team them up here.

Ring sequence

Calls to the group members can go in one of the following ways:

  • SequentiallyThe call will go to the first team member, then to another one, and it will continue calling team member one by one until the timeout is over.
  • SimultaneouslyThe call will go to all team members at the same time, and whoever picks up first will receive the call.
  • Round RobinThe call will go to the first team member after the one who has got a previous call, the next to the person after them, etc.

Group timeout

Timeout here is the time period during which the calls will ring to your group members.

Make sure you’ve set up a correct timeout for Call to Group! It should give enough time to answer all team members if you chose the calls to ring sequentially. Neither it should exceed personal timeouts, if you chose the calls to ring simultaneously.

Example

You have 2 users in a group, Leo & Peter. Leo has set up incoming calls to go to his webphone and mobile app at the same time, with the timeout of 30 seconds. Peter has his calls ring to the webphone for 30 seconds first, then to his cell phone number for 24 seconds.

Leo’s profile:

Peter’s profile:

  • If you want the calls to go simultaneously to Leo & Peter, then follow the no-answer rule, your group timeout should be 23 seconds because otherwise it will go to Peter’s Omnivoice voicemail, if no-one picks up.
  • If you want the calls to go sequentially: first to Leo, then to Peter, and then follow the no-answer rule, your group timeout should be 83 seconds because otherwise it will go to Peter’s Omnivoice voicemail, if no-one picks up.

No answer rule

If there is no answer, you can set up how an incoming call is handled:

  • you can have it automatically disconnect,
  • send the call to another user (extension),
  • play an audio message (you would need to record and upload it first),
  • leave a voicemail for a user or in the General Voicemai Box, or
  • send the call to a non-Omnivoice phone number.