Help > Functions and applications > Groups
Groups
Phone numbers and specific attributes can be assigned to a group in the same way as to a user.
Membership in a group does not necessarily mean that a user receives calls sent to the group. A user that is logged out takes on no group functions. This can be especially important for employees of a support department, who should not be available to customers around the clock, but instead rotate in and out of the hotline.
The Rework time attribute can be used to specify that group members cannot be called after they have received an internal or external call (for example, so that additional work can be performed on the call). During this time, the Do-not-Disturb function is enabled for the user.
Different call strategies can be used to assign inbound calls to group members "properly".
*Further help under Call Strategy
There are three different ways of logging into a group:
Only incoming
When logging into a group as Incoming, the user then finds himself in the call distribution of the group in question for internal, exchange line and door calls.
*Description of operation under Groups
Only outgoing
When logging into a group as Outgoing, the user acquires a number of characteristics/access rights from the group which replace his own characteristics/access rights as an individual user for outgoing calls. A user can only be logged on in a single group as Outgoing even if he is a member of more than one group.
*Note: If a user logs into different groups as Outgoing, he will only remain logged in as Outgoing in the group that he logged into last.
*Description of operation under Groups
Incoming and outgoing
When logging into a group as incoming and outgoing, the user then finds himself in the call distribution of the group in question for internal, exchange line and door calls and also acquires a number of additional characteristics/access rights from the group which replace his own characteristics/permissions as an individual user for outgoing calls.
*Note: If a user logs into different groups as incoming and outgoing, he will only remain logged in as incoming and outgoing in the group that he logged into last. And in all other groups, he is then only incoming.
*Description of operation under Groups
Main and subgroup
If a group (subgroup) has been configured in the PBX as member of a group (main group) and a user is at the same time member of these two groups, he will only be considered as a member of the main group when a call comes in.
Subgroups (e.g. groups that have been configured as members of other groups) are permanently logged in as incoming and permanently logged out as outgoing.
Phones permanently logged in cannot log out.
Configuration
•Creating a group with an internal number.
−Groups > Phone numbers > New
•Assigning an external number in the call distribution to the group.
−Exchange lines > Exchange line routing > Exchange line routing incoming
•Assigning members and properties to the group.
−Groups > Telephone number >
−Groups > Profiles