Managing distribution groups

Groups are sets of extensions that are relatable to each other. For example, if you have a Sales team in your company, you can group all their extensions in a group. This way, any call received within the group can be answered by the entire group. 

There are two modes available:

  • Group: The picking extension picks up a call bound for any extension belonging to a group where the picking extension is.
  • Direct: The picking extension picks up a call bound for a specific extension.

 

To do a group pick-up call, insert *8, to pick a call from a specific group wherever the call is ringing.

To do a direct pick-up call insert the number of the extension (where the call is ringing), with an * before.

 

On the Distribution groups page, you can:

 

Users list

The Manage distribution groups window shows a list of distribution groups created, along with the selected information about them:

DistributionGroups_homepage.png

 

On the Users homepage you can:

 

To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
    DistributionGroups_setting.png

  • On the pop-up:
    • Click on the check box of the information you want displayed.
    • The selected columns have a Settings_pop-up_check.png and are presented on a list on top.
    • The unselected columns have a Settings_pop-up_uncheck.png and are present on a list below.
    • Click SAVE to apply changes.

    The information available for selection is:

    Name  -  The distribution group identification.
    Type  -  The distribution group type.
    Phone Number  -  The distribution group DDI.
    Internal number  -  The distribution group internal identification.
    Number of cycles  -  The distribution group number of cycles.
Tip: Click on a group, from the list, to open that group configuration page.

 

To refresh the information displayed:

  • Click on Users_REFRESH.png.

 

To filter the information displayed:

  • Click on Users_filter.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on Users_filtericon.png.
  • Select the desired itens.
Note: Click on Users_filternot.png to delete the filter.

 

To delete an user:

  • Select the user(s) by clicking on the row's checkbox.
  • On the top right-side of the screen, click on Users_delete.png to delete the user(s).
                        or
  • Click on Users_actions.png on the user's row.
  • Click on Delete from the drop-down menu.

 

Create Distribution group

Create Distribution group allows you to create a new group:

  • Click on DistributionGroups_create_group.png to open the Create Group pop-up:
    DistributionGroups_new.png
  • On the Create group pop-up window:

    • Insert the group name (mandatory).
    • Select a phone number from the drop-down menu or insert a phone number manually (mandatory).
    • Select the group type from the drop-down menu:
      • Sequential - Extensions are tried sequentially. This can be cyclic, that is, after the last extension is tried, the first one will be tried again and so on.
      • Sequential Startup - Extensions are tried sequentially at startup. After that, the arrival of a new call will try the extension after the last ringing extension in the previous call. It can be cyclic, that is, after a full round is taken, the first extension will be tried again and so on.
      • Random - The first extension to be tried is selected randomly. It can be cyclic, that is, after the last extension is tried, the first extension will be tried again and so on.
      • Parallel - All extensions are tried at the same time and the first one to answer will get the call. The others will be disconnected.
      • Pick Up - Pick-up allows an extension in a logical (pick-up) group to take a call bound for other extension that goes unanswered for a preset time.
    • Drag an image file or click to upload an image file.
    • Click CREATE to apply changes and close the pop-up window.

  

Edit Distribution group

 Click on the group, on the list, to open the distribution group Profile:

DistributionGroups_profile.png

 

Edit distributions groups allows you to:

 

Edit the distribution group information

Click on User_profile_edit.png to open the distribution group pop-up window:
DistributionGroups_edit.png

On the Distribution group pop-up window:

  • Insert the group name.
  • Select the group type, from the drop-down menu:
    • Sequential
    • Sequential Startup
    • Random
    • Parallel
    • Pick up
  • Insert the internal number.
  • Select a phone number, from the drop-down menu.
  • Select if extensions can set the readiness state or if distribution is made for all extensions.
  • Select if the calls from this group are recorded or not.
  • Select if the group name will appear in the display or not.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit the distribution group profile

Click on User_profile_actions.png to open the drop-down menu:

DistributionGroups_profile_settings.png

On the drop-down menu you can:

  • Delete - Delete the distribution group.

 

Configure the group members

Click on User_profile_edit.png to open the group members pop-up window:
DistributionGroups_groupmembers.png

On the group members pop-up window you can:

  • Insert, on the Number of Cycles, how many  tries for a contact.
  • Insert, on the Extension ring time, how long the system tries for a contact.
  • Click on ADD EXTENSIONS to open the Add extensions pop-up window:
    DistributionGroups_groupmembersadd.png
  • On the Add campaigns pop-up window:

    • Select the extensions to add the to the group.
    • Click ADD EXTENSIONS to apply changes and close the pop-up window.
  • Click on User_profile_deletecampaign.png to delete the campaign from the user's list.
  • Click SAVE to apply changes and close the pop-up window.

 

Configure the group schedule rules

Click on User_profile_edit.png to open the Schedule rules pop-up window:
DistributionGroups_schedulerules.png

On the Schedule rules pop-up window, click ADD SCHEDULE to open the schedule pop-up window:
DistributionGroups_createrule.png

  • On the schedule pop-up window, click on ADD PERIOD and configure the time and days.
  • Click ADD to apply the changes and close the pop-up window.
  • Click User_profile_deletecampaign.png to delete periods.
  • Click Save to apply the changes and close the pop-up window.

 

Configure the distribution queue

Click on User_profile_edit.png to open the distribution queue pop-up window:
DistributionGroups_distributionqueue.png

On open the pop-up window:

  • Select, on Hold users on queue, if start a cycle or users will hold on queue.
  • If you select Users will hold on queue the pop-up window expands:
    • Select the the message clients will hear, from the drop-down menu.
      Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcementclick here.
    • Insert the maximum number of users allowed on queue. 
    • Select if there's a time limit or queue or not.
      • If there's a time limit on queue, insert the time limit.
  • Click Save to apply the changes and close the pop-up window.

 

Configure the failover

Click on User_profile_edit.png to open the Failover pop-up window:
DistributionGroups_failover.png

On the Failover pop-up window:

  • Select, on When no one answers, the drop-down menu, if Nubitalk:
    • Ends call.
    • Sends call to voicemail (the pop-up window will expand):
      DistributionGroups_failover02.png
      • Select, on Voicemail Announcement, the message clients will hear, from the drop-down menu.
        Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcementclick here.
      • Insert a PIN number.
      • Select, on Email notification, if an email is sent when a voicemail is received.
        • If you select to activate the email notification when a voicemail is received, the pop-up window expands:
          DistributionGroups_failover03.png
        • On the expanded pop-up window:
          • Insert email address (mandatory).
          • Insert email subject (mandatory).
          • Insert email body (mandatory).
      • Select, on SMS notification, if an sms is sent when a voicemail is received.
      • If you select to activate the email notification when a voicemail is received, the pop-up window expands:
        DistributionGroups_failover04.png
        • On the expanded pop-up window:
          • Insert phone number to receive the sms (mandatory).
          • Insert sms body (mandatory).
      • Click Save to apply the changes and close the pop-up window.
    • Forward call (the pop-up window will expand):
      DistributionGroups_failover05.png
      • Select, on Forward call to, the phone number where the call is to be forwarded, from the drop-down menu.
  • Click Save to apply the changes and close the pop-up window.

 

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