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Configuring Call Groups

Call Groups Overview

Call groups allow a team of people to cover a single incoming DID or extension. Calls are routed by a preconfigured ring strategy that spreads the call load among the team. This article explains how to set up and use Call groups.

 

Configuration

  1. Log in to dashboard and browse to Phones > Call groups.

  2. Click Add a call group on the right side of the screen.

  3. Make the selections below

Screen Shot 2016-10-07 at 9.19.20 AM.png

  • Name: A unique name for the call group
  • Apply to devices: Set which phones will be part of this call group.
    • All devices: All phones in this network will be part of this call group.
    • With ANY of the following tags: Any devices that have any the tags specified here will be part of this call group.
    • With ALL of the following tags:Any devices that have all of the tags specified here will be part of this call group. Will not add devices that only have some of the tags.
    • WITHOUT ALL of the following tags: Will add any devices that do not have the specified tags to the call group.
  • Ring Strategy: Set how calls are distributed between phones in the call group.
    • Longest Idle Agent:Whichever phone has been idle the longest will get the incoming call.
    • Simultaneous Ring: All phones in the call group will ring at the same time.
    • Round Robin: Each call will be distributed successively. Thus, all phones in the call group will each get a call before the same phone gets another call.
  • Extension: Assign an extension to the call group. Uncheck the checkbox to specify which extension to assign. A DID can be assigned to the call group after it has been created. 
  1. Click Create Call group to create the group.

Edit Call group Settings

  1. Browse to Phones > call groups to view the configured call groups. 
  2. Click on any configured call group to edit that callgroup’s settings.
  3. Edit the

 

Settings

 

  • Name: Click the pencil next to the name of the call group to edit the name.
  • Extension: Set the number of the extension for this call group
  • Public Phone Number: Assign a DID for this call group so people can call the group directly via a phone number.
  • Ring Strategy: Set how calls are distributed between phones in the call group.
    • Longest Idle Agent:Whichever phone has been idle the longest will get the incoming call.
    • Simultaneous Ring: All phones in the call group will ring at the same time.
    • Round Robin: Each call will be distributed successively. Thus, all phones in the call group will each get a call before the same phone gets another call.
  • Scope: Set which phones are members of this call group.
    • All devices: All phones in this network will be part of this call group.
    • With ANY of the following tags: Any devices that have any the tags specified here will be part of this call group.
    • With ALL of the following tags:Any devices that have all of the tags specified here will be part of this call group. Will not add devices that only have some of the tags.
    • WITHOUT ALL of the following tags: Will add any devices that do not have the specified tags to the call group.
  • Hold Music File: Upload a file to play back to callers before the call is answered. 
  • Max Wait Time: Set the time (in seconds) before an unanswered call is removed from the call group. If voicemail is active for the call group, the call will be sent to voicemail. Otherwise the call will hang up.
  • No Answer Action: Set what action to take if the wait timer runs out.
    • Hang up: Hang up the call if no one answers after the max wait time.
    • Send to voicemail: Send the call to a voicemail box configured for this call group. 
    • Transfer to a phone: Transfer the call to another MC phone on this network.
    • Transfer to an IVR menu: Transfer the call to an IVR that you select.
    • Transfer to another call group: Transfer the call to another call group if no one answers by the time the max wait time ends.
    • Transfer to a conference room: Transfer the call to a pre-configured virtual conference room.

 

Note: If no phones are registered to the call group, the No Answer Action will occur after the Max Wait Time timeout occurs.

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Last modified
12:26, 21 Feb 2017

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