How to create a group?
Go to the Group.
Click Create group.
Creating a group consists of three steps.
Call settings
Settings up a hold
Employees
The first stage. Call settings
Call settings
Group name
Domain
SIP address will be created automatically
Algorithm for distributing calls in a group
While waiting for an operator to respond
Your number in the queue (determine whether the client needs to hear a voice file with their number in the queue while waiting for connection to an operator)
Announcement of the average waiting time (whether the client should be informed of the average waiting time for an operator)
Group statistics update every (used by the system to determine the operator when selecting the call algorithm)
Click Continue.
The second stage. Settings up a hold
Settings up a hold
Operator call time
Determine how long the client will be connected to the operator before the call is transferred to the next operator.
You can choose from preset options or enter your own.
Length of the queue
Determine the queue length after which calls on the line will be dropped.
0 means unlimited. No calls will be dropped.
You can choose from preset options or enter your own.
Interval between attempts to call operators
Determine the interval between attempts to call operators. (The time an operator will have to answer the call.)
You can choose from preset options or enter your own.
Operator rest time
Determine the operator's rest time before sending calls to them again.
You can choose from preset options or enter your own.
Melodies and sound alerts
Melody “While waiting for a connection to the operator”
You can select a music file or a voice file to play to the caller while waiting for a connection to the operator.
The third stage. Employees
Add employees to a group
To add an employee/employees to the group:
Click Add employees.
Select the employee(s) from the All employees list whom you want to add, hover over them, and click the "+" button.
After pressing the + button, the employee will be moved to the right list of Added Employees.
To add all employees to this group, press the Add All button.
To remove all selected employees from those added to this group, press the Remove All button.
Click Save to save the list of added employees.
Click Save Settings to create the group.
