Plan requirement
| Subscription | Any plan |
| Access | WMS administrator |
Six ways to decide whose phone rings in a call group, and which one suits a reception desk, a support queue or a sales team.
The six strategies
| Strategy | What happens | Suits |
|---|---|---|
| Call All 10 | Rings ten members at a time until someone answers, then the next ten. | Larger teams where speed matters most |
| Call All 32 | The same, in blocks of 32. | Very large groups |
| Round Robin | Takes turns through the members. | Spreading work evenly |
| Longest Idle | Rings whoever answered a call the longest time ago. | Support queues |
| Fewest Calls | Rings whoever has answered the fewest calls. | Evening out call counts over a day |
| Linear | Works down the list from the first member. | Escalation, where seniority matters |
With Linear, people added on the fly are called in the order they were added.
Set it
- Go to Dialplan > Call Groups.
- Select the group and click Edit strategy.
- Choose the strategy and save.
Two settings that go with the strategy
Skip members who are busy or away
With Round Robin or Longest Idle, turn this on. Otherwise the system keeps offering calls to people who are already on the phone, in Do Not Disturb, or have no device registered, and callers get stuck waiting their turn behind someone who was never going to pick up.
Auto pause on no answer
Puts a member on pause after they let a call ring out, so the queue stops offering to an empty desk. Set the Auto pause on no answer timeout to something other than zero, or it will not work.
Call All 32 does not support auto pause on no answer. If you need that behaviour, pick a different strategy.
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