The "Groups" section of the Phonebooth OnDemand platform allows the Local Administrator to send or route calls to multiple users in a group.
What are Groups?
Groups are a way to configure how an inbound call is routed to a defined group of users. It manages whose phones will ring (members), how they will ring (strategy) and many other settings.
Where do you configure Groups?
Groups are configured in the Groups Management section in the Administrative Portal. When you enter the "Groups" section, you will see a list of current Groups. From here you can either edit current Groups or add additional groups.
How to add a Group
To add a Group the main things you will need to know are:
- Name of the group
- Users who need to be in the group
- How you want to ring the group (all at one time or one at a time)
- How long you want to try them (seconds)
- How you want to display the caller ID
- What you want to do if nobody answers
To add a Group all you will need to do is click on the button.
How to edit a Group
You will be asked a few questions to further setup the service. Here are some definitions to help setup the service:
Extension: This is a set of digits that represent this Group and allow internal users to call the group directly via the extension. It is used in various parts of the system and is NOT REQUIRED for Groups
- Can be 3, 4 or 5 digits
- Cannot be between 899 to 999
- Cannot start with 911 (i.e. 9110, 91100)
- Must be unique, no two Groups or any other entities can have the same extension.
Phone Number: The phone number area is where you can assign a direct phone number for this Group. It is not a requirement that a Group has a dedicated phone number. Additional phone numbers can be purchased by OnDemand customers.
Group Members: This is where you will choose the Users who will be in your group. Just click on the Group Member Bar and you will see a list of all of your users, start typing a name and the list will automatically filter. . ONLY Users can be in this list not Auto-attendants or other entities. The Group requires at least one User member in order to function.
Ring Strategy: The Ring Strategy is where the Local Administrator chooses how inbound calls to the group will be distributed to the Group Members. there are currently two choices.
- Ring everyone at the same time
- Ring one at a time
Note: If the Group Member has an IP-phone set to ring, the Group will not go to Find Me Follow Me (FMFM) of the Group Member, but if the Group Member has the FMFM set to "Do not ring my phone" then the Group will attempt to route the call to the first number listed in their FMFM settings.
Ring Duration: This is the amount of time that Groups will ring either everyone at the same time or each group member depending on the Ring Strategy.
Answer Confirmation: If checked it will play a short notification to the Group Member and require that they press '1" to accept the call. This is recommended if you are having calls delivered to off-net(outside) phones, but not required.
Final Destination: If nobody in the group answers the call, the Final Destination allows the Local Administrator to assign an internal destination (User, Group or auto-attendant) or an external phone number to send the call to and for how long. If nobody answers in the group or the Final Destination, then the call will be sent to first member in the group's voice-mail box.
To add a Final Destination Rule, click on the "Add rule" link. To remove the rule, click on the "Remove" link.
Incoming Caller Number: The Local Administrator will have the choice to display either the Caller's phone number or the number the Caller dialed to the Group Members. This is very helpful for helping the Group Members identify if a call is Group related.
Incoming Caller Display: this is only available to OnDemand customers. You have the following choices to manipulate CallerID Name:
- Display caller's name - this will pass through whatever CallerID Name the customer presents.
- Add a prefix - allows the Local Administrator to add custom text to the beginning of the customer presented CallerID Name.
- Display custom name - allows the Local Administrator to completely replace the customer presented CallerID Name with a customer entry.
Once you have everything setup click on the button to save.