Plan requirement
| Subscription | Any plan |
| Access | WMS administrator |
A call group rings several colleagues for one number. A pickup group lets people answer each other's phones. Here is how to set both up.
The difference between the two
- Call group. A caller dials one number and the system decides whose phone rings, in what order and for how long. Use it for support, sales or a reception desk.
- Pickup group. A colleague's phone is ringing and someone else grabs the call from their own desk. Use it within a team that sits together.
Create a call group
- In WMS, go to Dialplan > Call Groups.
- Click Add and give the group a name people will recognise, such as support or reception.
- Add the members who should receive calls.
- Save, then click Edit strategy to decide how calls are distributed.
A call group holds up to 50 members. People added on the fly from Collaboration 7 or x-bees do not count towards that limit.
To change who is in an existing group, open it from the same list, move people across with the arrows and save.
Adding someone here makes them a fixed member, and a fixed member can no longer sign on and off the group themselves. Where people are meant to manage their own availability, leave them out of this list.
Set the timing
Two settings decide how long a caller waits before something else happens.
- Timeout. How long the system tries the members.
- Seconds before recalling all the members again. The pause before it tries once more.
With a timeout of 15 seconds and a pause of 10, a caller gets 15 seconds of ringing, 10 seconds of silence, then another attempt. Keep the pause short or callers assume the line is dead.
Who catches what nobody answered
Set a Missed calls manager: one person who receives missed call and voicemail notifications for the group. Without it, a missed call belongs to nobody. Subscribe to that user with a voicemail function key and the notifications become visible on a desk phone.
Priorities across groups
If someone is in two groups, for example support and support-vip, calls from the higher priority group reach them first. Up to 10 members can share the same priority level within a group.
Create a pickup group
Pickup groups are configured on the users themselves rather than in the call group screen. Put the colleagues who should be able to answer for each other in the same pickup group, and they can then take a ringing call from their own phone.
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