Plan requirement
| Subscription | UC-Essential or higher |
Being a member of a call group is not the same as being signed on to it, and a missed call can pause you without saying so.
Why am I in a call group but getting no calls?
Membership and sign-on are two things
An administrator puts you in a call group. That makes you a member. You still have to sign on before the group sends you calls, and after being added for the first time you are not signed on yet.
- Open Settings in Collaboration.
- Go to Contact center.
- Switch on sign-on for each call group you want calls from.
The switch that catches people out
In the same place there is a setting that pauses you automatically when you are away. It is called Unavailable on away/dnd in Collaboration and Unavailable on away/busy in Collaboration 7 and x-bees.
With it on, setting your status to Away or Do not disturb pauses you in every call group you belong to, even where your administrator has set pausing to apply only to one queue. That is usually what you want. It also means a status you set this morning and forgot about is a complete explanation for a quiet afternoon.
What if there is no sign-on switch?
Then you are a fixed member, added to the group in WMS rather than signing on yourself. Fixed membership takes the choice away, which is right for a reception desk and wrong for most other things.
Ask your administrator to take you off the fixed list if you are supposed to manage your own availability.
A missed call can pause you
Your administrator can set a group to pause anyone who lets a call ring out. So one call you missed while making coffee can take you out of the queue, with no announcement and no message.
Two details make this worse than it sounds. The pause lasts for its own timeout, which is not the wrap-up time and is often only a few seconds, so by the time you look everything appears normal. And depending on how the group is set, a call missed in one group can pause you in all of them.
Check your sign-on state before concluding something is broken.
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