Call distribution in Call groups

Add agents to call groups

For the basic information, see the WMS online guide

Note: it is possible to add called numbers present in Dialplan procedures to Call groups.
Example: add the number 112233@test to the call group, where “test” is the name of the existing Dialplan procedure, “112233” is the called number present in this Dialplan procedure. This ability can be useful for special configurations, for example, you can configure the Dialplan “test” to playback a special message to the caller.

Limitation on the number of call group members

WGW250 – no limit
WGW90 – 32
WGW40 – 17
WGW16 – 10
WGW12 – 8
WGW8 – 6

Limitation does not apply for dynamically added call group members

Dynamically added call group members

Users can be added dynamically via Feature Code “Call group management”, 97 by default, or via WebAPI “Call group login”
These members are not displayed in WMS > Dialplan > Call groups, but they are displayed via WebAPI interface;
These members does not disappear from the call group after PBX restart; they can be removed in the same way they had been added (by Feature Code or via WebAPI)

Edit the strategy of call distribution

Select the group and click “Edit strategy”:

Parameters:

  • Timeout: the maximum period of time in seconds, during which the system tries to connect the caller to a call group member; after the timeout is reached, timeout set up in the field “Seconds before calling all the members again” is applied; after which system will try to connect the caller to a call group member again.Example:
    Timeout set up in Dialplan application “Dial Call group” = 40 seconds
    Timeout set up for the Call group in “edit stategy” > “Timeout” = 15 seconds
    Timeout set up in “edit strategy” > “Seconds before calling all the members again” = 5 seconds
    System tries to connect the caller for 15 seconds, after 5 seconds of silence, system tries again to connect the caller for 15 seconds, after 5 seconds of silence the Dialplan execution proceeds to the next step, since the timeout set up in the Dialplan (40 seconds) has been reached.
  • Announce frequency: enable notification of the position in the queue to the caller
  • Announce hold time: if enabled, other than notification of position in the queue, notifies the caller of the estimated time limit before the response
  • Priority: If you have two call groups with differing priorities (e.g., support and support-vip), agents present in both call groups receive the calls from the higher-priority queue comparing to calls from the lower-priority queue. Those agents will not receive any calls from the lower-priority queue unless there are no more calls in the higher-priority queue. (Normally, there will be some agents who are present only in the lower-priority call group, to make sure that those calls are also answered in a timely manner.)
  • Seconds before calling all the members again: enter the number of seconds
  • Wrap up time: set up the timeout between the calls for one operator
  • Max length: maximum number of calls in queue, when the number is exceeded, other calls are not put to the queue but are routed according to the next step of the dialplan
  • Dialplan: this dialplan procedure starts in case the caller presses a key or a number of keys corresponding to the valid destination existing in the same dialplan procedure that had routed the call to this Call group
  • Strategy: set up the way the calls are distributed to the members of the call group (Call All, Round Robin, Longest Idle, Fewest Calls, Linear)
    • Call All 10: agents are called by groups of 10 (10+10+10+X) until one answers
      • dynamically added users in this case receive the call together with the first 10 members
      • “Timeout” specified in the first field is applied to each group of members;
        example: you have a group of 16 agents, “Timeout” = 30 seconds: the system tries to dial the first 10 agents for 30 seconds, then the remaining 6 agents for 30 seconds (note that in case the Timeout set up in Dialplan application is less than 30 seconds, the second group of agents will never receive an incoming call)
    • Call All 32: all available agents OR devices are called simultaneously until one answers (iOS / Android / Web devices are not supported)
    • Round Robin: the next agent is selected on the list following the individual that received the last incoming call
    • Longest Idle: the agent who answered the call the longest time ago is called
    • Fewest Calls: call the agent who has the lowest number of answered calls
    • Linear: agents are called sequentially starting from the first member on the list until an earlier person is no longer on the phone
      • dynamically added users are called in the order in which they are added

Call groups manager

First member of call group (even if added dynamically) becomes Call group manager and receives the missed call notification to email;
In case of using “call all” strategy, missed call is also assigned to the Call group manager.

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