This Guide explains how to edit the strategy of call distribution in Call groups and provides the information on dynamic login to Call groups via Collaboration.


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<span class="page-title-pdf">Call distribution in Call groups - English</span>



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This Guide explains how to edit the strategy of call distribution in Call groups and provides the information on dynamic login to Call groups via Collaboration.

Updated: October 2020

Permalink: https://confluence.wildix.com/x/BAA8AQ

Call distribution in Call groups

For the basic information about Call groups (how to create a Call group, route incoming calls etc.), see the WMS Start GuideRoute incoming calls to call agents section.

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.

Call group strategy configuration


Parameters:

1 - Missed calls manager (available starting from WMS 5.02): specify a dedicated user that receives missed calls notifications and subscribe for that user via BLF "Voicemail" to view the notifications. Details described in Missed calls notification chapter

2 - 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 Seconds before recalling all the members again field is applied; after which the system will try to connect the caller to a Call group member again

Example:
Timeout set up in Dialplan application “Call group” = 30 seconds

Timeout set up for the Call group in Edit stategy -> Timeout = 15 seconds
Timeout set up in Edit strategy -> Seconds before recalling all the members again = 10 seconds
System tries to connect the caller for 15 seconds, after 10 seconds of silence, the system tries again to connect the caller for 15 seconds, after 10 seconds of silence the Dialplan execution proceeds to the next step, since the timeout set up in the Dialplan (30 seconds) has been reached.

3 - Announce frequency: enable notification of the position in the queue to the caller

4 - Announce hold time: if enabled, other than notification of position in the queue, notifies the caller of the estimated time limit before the response

Note: Additionally, to enable Announce frequency and Announce hold time options, select Music on hold class in the Dialplan used for managing calls of the Call group. For this purpose, you can configure a special directory in Sounds menu of WMS: go to MusicOnHold folder, click + Directory to add a new directory and upload audio files:

It is also possible to play random music on hold. To enable the option, go to WMS -> Settings -> PBX -> SIP-RTP add check off "Random music on hold".


- 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).  

Note: To activate the priority, enable Call waiting option.


Note: By "higher-priority" the larger value is meant: 2 has priority over 1.


6 - Seconds before recalling all the members again: enter the number of seconds

7 - Wrap up time: set up the timeout between the calls for one operator after this operator completes a call. Calls are not distributed to the operator for the period of this timeout

Example:

Wrap up time = 12 seconds. An operator answers a call from the queue. After the call is completed, the operator is put on pause for the duration of 12 seconds. 

8 - Call waiting: if enabled, a Call group member can receive more than one call at a time. By default, the option is disabled for newly created Call groups. It is recommended to keep this option disabled in case you are using Round Robin or Longest Idle strategies, otherwise there is a risk that some callers could be stuck in a queue because calls would continue to arrive to those agents who are already busy in a conversation

Notes:

  • The option cannot be enabled in case Auto pause on no answer is enabled
  • The option cannot be enabled for call strategy Call all 32 in WMS 4.0X and can be enabled in WMS 5.0X
  • After upgrade, you need to re-save the settings of existing Call groups in order to enable Call waiting functionality


9 - Auto pause on no answer: if enabled, a Call group member is automatically paused for the duration period of Auto pause on no answer timeout (no, only this queue, for all queues):

Limitations:

10 - Auto pause on no answer timeout (default = 5 seconds): the timeout for the duration of which a Call group members are auto-paused in case they don't answer a call, they are offline or have unregistered devices

11 - Auto pause delay: delay in seconds before auto-pausing in case a Call group member did not answer a queue call after the last call was answered. For example, Auto pause delay is set to 3 minutes and a Call group member receives a new call after 2 minutes. In case a Call group member doesn't answer the call, he/ she will not be auto-paused. If the next call is received within 3 minutes or more after answering the last one, a Call group member will be auto paused

12 - 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

13 - Dialplan: you can specify the Diaplan procedure here, allowing the caller to leave the queue by pressing a digit (a corresponding match must be present in this Dialplan procedure as "Called number") for further actions. For example, add Diaplan procedure with Called Number "1" and application "Dial the phone". The caller can leave the queue by pressing 1 and that call will be forwarded to the number specified in the application "Dial the phone

Note: Music on hold class must be selected in the Dialplan used for managing calls of the Call group.


Note: You can activate Callback feature for Call groups by configuring special Dialplan procedures. Consult How to enable Callback feature for Call groups for detailed information.


14 - Strategy: set up the way the calls are distributed to the members of the Call group (Call AllRound RobinLongest IdleFewest CallsLinear)

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: in this case, if the Timeout set up in Dialplan application is less than 30 seconds, the second group of agents will never receive an incoming call.

15 - Exit if all members: if all Call group members are unavailable (busy, paused/wrap up, ringing) at the time when a new incoming call is placed to the queue, the system proceeds to execution of the next application of Dialplan procedure used for managing Call group calls  

For example: All Call group members are put on pause for the duration period of wrap up time -> the incoming call is routed according to the next Dialplan application  

Limitation: The option does not work for 'Call All 32' strategy.


Note: It is possible to exit from the queue and change Dialplan procedure using the function QUEUE_MEMBER (available also in WMS 3.8X):

  • Jump to if -> "${QUEUE_MEMBER(<call_group_id>,free)}"="0"

Detailed information can be found in Smart Dialplan - use of Custom Applications.

Add agents to Call groups

Limitation on the number of Call group members

The maximum number of Call group members depends on the license type (Per Service/ Per User) and the amount of concurrent calls it offers + 2 additional call group members. The number of concurrent calls can be checked  in WMS -> Settings -> Tools and utilities -> Activation / Licenses. Example: the PBX supports 15 concurrent calls, this means you can add up to 17 static call group members.

Read more about the licensing: PBX Licensing and Activation Admin Guide.

Limitation for PBXs with Per Service licenses: 

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

Example: WGW40 Activation license offers 15 concurrent calls. The max number of Сall group members is 17 (with 2 additional calls).

Limitation for PBXs with Per User licenses:

Example: according to the licenses, the number of concurrent calls is 44. This means that the maximum number of Call group members is 46:


Note: limitation does not apply for dynamically added call group members (see the chapter below).

Dynamically added call group members

Users can be dynamically added to Call groups via:

Limitation: Call strategy "Call All 32" doesn't support possibility to receive incoming calls from the queue for dynamically added CG members via FC "Call group management" and Contact center feature in Collaboration. 

These members are not displayed in WMS -> Dialplan -> Call Groups, but they are displayed via WebAPI interface.

These members do not disappear from the Call group after PBX restart; they can be removed in the same way they had been added (by Feature Code, via WebAPI or Contact center).


Limit Call groups to which users can dynamically sign on

The feature is available starting from WMS 4.02.44435.37, disabled by default.

Admin user can restrict the list of Call groups available to users for signing on Contact center in Collaboration, BLF "Contact center" on VoIP phones and via FC "Call group management" 97:

Contact center in Collaboration

Users can dynamically log into Call groups from Collaboration:

Enable the option Unavailable on away / dnd if you would like:

Example:

In WMS -> Dialplan -> Call Groups -> Edit strategy, the following parameters are set:

Unavailable on away / dnd is enabled in Collaboration Settings -> Contact center:



In this case if you don’t answer a call within 5 seconds timeout (Timeout set on Call group) you are put on pause in the current queue for the duration period of 10 seconds (Auto pause on no answer timeout set on Call group) and your user status changes to Away with expiration period of 10 seconds (because Unavailable on away / dnd is enabled and Auto pause on no answer timeout is set to 10). If Unavailable on away / dnd is disabled in Collaboration Settings -> Contact center, you are still put on pause in queue but your user status does not change to Away.

Limitation

BLF "Contact center" on VoIP phones  

Supported models: WP410, WP480G, WP490G R2/ R3; WorkForce, WelcomeConsole.

It is also possible to log into Call groups as a dynamic user via BLF "Contact center" on VoIP phones:

To display the changes in Collaboration, refresh Contact center (Settings -> Contact center) page.

Video tutorial:

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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.

Quality management

Call group manager can monitor over the service quality provided to callers by Call group members. This capability is available via Call Intrusion options: Listen / Barge / Whisper. Detailed information can be found in Call intrusion chapter of Collaboration User Guide. 

Note: the Call Intrusion capabilities are available only with appropriate ACL permissions "Can" - "Intrusion". Read more about ACL in ACL rules and Call classes management - Admin Guide.


Additionally, Call group manager can monitor in real time the call activity using CDR-View (check CDR-View User Guide) or Call Center Wallboard (read the chapter "Wallboard" of Collaboration WebAPI Guide).

Missed calls notifications 

Requirements and supported devices: 

  • Support starts from WMS 5.02.20201015.2
  • At least UC-Basic License is required for a dedicated user that receives missed calls notifications
  • Available on WP480G, WorkForce, WelcomeConsole

With the help of the feature, all Call group members including dynamic ones can view missed calls (previously only Call group manager received them). For this purpose, you need to create a dedicated user that receives missed calls notifications and subscribe for that user via BLF "Voicemail" to view the notifications.

Take the following steps to configure the feature:

Usage:

 The same way, it works also for voicemail messages.

Note: Even if you dial a contact from which a call was missed, it still will be marked as missed. To mark it as seen, press Read option.

 

Example of the Dialplan procedure for managing Call group calls 



Note: detailed information on each described Dialplan application can be found in Dialplan applications Admin Guide.

Callback feature for Call groups allowing customer to press DTMF to request a callback

Consult How to enable Callback feature for Call groups for detailed information on how to configure the Dialplan.

Allow overriding of Global Call groups settings

Refer to Custom configuration parameters List for the description of Global Call groups settings and find out how to override them in order to save custom parameters after each system upgrade.


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