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Return to [[AdminGuide:Service/en|AdminGuide:Service]]
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==Description==
The Call Group service is a call reception service that offers the caller an ordered sequence of extension priorities. The call will be distributed to one or more extensions in parallel.
The call group is a grouping of extensions, distributed on different priorities with simultaneous ringing, which identifies the departments of an office.


<div class="mw-translate-fuzzy">
==Configuration==
===Description===
[[File:Menu, code.png|destra|300px]]
This service searches for an extension that is available to answer an inbound call. This search is carried out through rings groups, which contain all extensions to which a certain call should be presented.
[[File:Schema gruppi.png|miniatura]]
We can click on "PBX > Queues and callgroups".<br>
If we click on "Call groups list" we find the list of already configured groups.
To move on to the configuration, we click on "Add new callgroup".
[[File:Aggiungi nuovo gruppo chiamata.png|centro|270px]]
The configuration includes the following fields:


For each inbound call, this service can sequentially consult multiple ring groups (in order of priority). The length of time a call is allowed to ring is configurable for each group.
* '''Enabled''': checkbox to enable or disable the group
* '''Name''': insert the name you prefer
* '''Clid name prefix''': prefix added to the caller ID (CLID) that allows indicating on the display of the telephone terminal the custom code of origin of that particular group of calls (e.g. "ASS" for "Assistance")
* '''Checktime''': it is possible to define each callgroup its checktime to differentiate the behaviors according to days, months, etc.
* '''Moh class''': you can choose whether to present to the caller the ringing tone or one of the classes of hold music configured on the central unit
* '''Failover''': at the end of the consultation of all priority groups it is possible to define a failover action, so in case of no answer of any extension belonging to this group, it is possible to play one of the audio files that we will have set and then to perform one of the actions reported in the drop-down menu


During the search for an available extension, the caller will hear either the ringing tone, or a customizable class of hold music (see Music on Hold).
===Priorities===
We can click on “Add priority” to proceed to configuration.
* '''Ring timeout (sec.)''': value that defines the ring duration of this priority 1 subgroup
* '''Add Extension''': we define the extensions belonging to the group of priority 1
Adding another group of priority 2 (clicking on “Add Priority”), sequentially to group 1, at the moment the ringing seconds of the first group pass, we proceed with the second one.<br>
The groups are executed sequentially, if no subgroup answers the call, it will be diverted to the configured overflow.
[[File:Gruppi Priorità.png|centro|500px]]


After all groups have been consulted, it is possible to specify a failover action (e.g. send the call to [[AdminGuide:Service:Voicemail/en|voicemail]]).
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You can also assign to each group an identifier that will be shown before the calling number on the phone display so that the user can tell between a direct call and a group call.  
===Failover actions related to individual interns involved in the groups==.
[[File:Priorità 2.JPG|destra|500px]]
If the call was directed to the group and not the individual extension, individual extension failover actions are not performed.
If extension 210 has a failover configured on its extension for no answer to an external number, when this extension rings not because it is called directly, but because it belongs to the calling group, its overflow will not be considered.
The same way, the central unconditional forwarding settings for individual extensions belonging to the group, are not taken into account.
Suppose you configure a forwarding on the terminal set up with an account of a specific extension. In that case, it will be correctly executed because it is not managed by the central unit, but by the terminal.
If the Fork2Mobile service is configured on the extension - to make the phone associated to the specific extension ring - the call is made in parallel also on the mobile associated with that extension.


Each group can also be associated to a [[AdminGuide:GUI:OperatingMenu:Checktime/en|time check]] (as well as one or more switches if necessary) in order to establish on/off hours for the group.


In this case, when the grouppd is closed the failover action will be the one associated with the [[AdminGuide:GUI:OperatingMenu:Checktime/en|time check]].
'''N.B.:'''
* Failover actions for individual extensions will NOT be executed
* Activating the "unconditional forward" service on the extensions will NOT cause the call to be forwarded
* Activation call forward on one of the terminals of an extension will cause the call to be forwarded
* The Fork2Mobile service of individual extensions that belong to the group will be activated for calls made to the group
<br>


'''NOTA IMPORTANTE:'''
Two methods can be used to forward an incoming call to the call group:
* Le singole azioni di trabocco degli interni NON vengono eseguite
* define in the numbering plan a custom selection associated with the call group  
* L’attivazione del servizio di PBX «inoltro incondizionato» sugli interni NON causa la deviazione della chiamata
* L’attivazione della deviazione su uno dei terminali di un interno causa la deviazione della chiamata
* Il servizio Fork2Mobile dei singoli interni afferenti al gruppo viene invece innescata anche quando la chiamata è diretta al gruppo
 
===Configuration===
The service can be enabled/disabled in the PBX -> [[AdminGuide:GUI:OperatingMenu:ACD&RingGroups/en|ACD and ring groups]] -> [[AdminGuide:GUI:OperatingMenu:RingGroups/en|Ring groups]] page.
 
An inbound call can be forwarded to the ring group in two ways:
* specify a custom selection associated to the ring group in the numbering plan;
          
          
[[File:Ring groups1.png|centro|950x95px]]
[[File:Ring groups1.png|centro|950x95px]]




* specify a numbering range in in the VoIP domain or gateway with the ring group as a destination.
* define in a VoIP gateway or domain a numbering that has as destination the call group  
[[File:Ring group2.png|centro|1000x100px]]
[[File:Ring group2.png|centro|1000x100px]]

Versione attuale delle 09:29, 23 mar 2022

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Description

The Call Group service is a call reception service that offers the caller an ordered sequence of extension priorities. The call will be distributed to one or more extensions in parallel. The call group is a grouping of extensions, distributed on different priorities with simultaneous ringing, which identifies the departments of an office.

Configuration

Menu, code.png
Schema gruppi.png

We can click on "PBX > Queues and callgroups".
If we click on "Call groups list" we find the list of already configured groups. To move on to the configuration, we click on "Add new callgroup".

Aggiungi nuovo gruppo chiamata.png

The configuration includes the following fields:

  • Enabled: checkbox to enable or disable the group
  • Name: insert the name you prefer
  • Clid name prefix: prefix added to the caller ID (CLID) that allows indicating on the display of the telephone terminal the custom code of origin of that particular group of calls (e.g. "ASS" for "Assistance")
  • Checktime: it is possible to define each callgroup its checktime to differentiate the behaviors according to days, months, etc.
  • Moh class: you can choose whether to present to the caller the ringing tone or one of the classes of hold music configured on the central unit
  • Failover: at the end of the consultation of all priority groups it is possible to define a failover action, so in case of no answer of any extension belonging to this group, it is possible to play one of the audio files that we will have set and then to perform one of the actions reported in the drop-down menu

Priorities

We can click on “Add priority” to proceed to configuration.

  • Ring timeout (sec.): value that defines the ring duration of this priority 1 subgroup
  • Add Extension: we define the extensions belonging to the group of priority 1

Adding another group of priority 2 (clicking on “Add Priority”), sequentially to group 1, at the moment the ringing seconds of the first group pass, we proceed with the second one.
The groups are executed sequentially, if no subgroup answers the call, it will be diverted to the configured overflow.

Gruppi Priorità.png


===Failover actions related to individual interns involved in the groups==.

Priorità 2.JPG

If the call was directed to the group and not the individual extension, individual extension failover actions are not performed. If extension 210 has a failover configured on its extension for no answer to an external number, when this extension rings not because it is called directly, but because it belongs to the calling group, its overflow will not be considered. The same way, the central unconditional forwarding settings for individual extensions belonging to the group, are not taken into account. Suppose you configure a forwarding on the terminal set up with an account of a specific extension. In that case, it will be correctly executed because it is not managed by the central unit, but by the terminal. If the Fork2Mobile service is configured on the extension - to make the phone associated to the specific extension ring - the call is made in parallel also on the mobile associated with that extension.


N.B.:

  • Failover actions for individual extensions will NOT be executed
  • Activating the "unconditional forward" service on the extensions will NOT cause the call to be forwarded
  • Activation call forward on one of the terminals of an extension will cause the call to be forwarded
  • The Fork2Mobile service of individual extensions that belong to the group will be activated for calls made to the group


Two methods can be used to forward an incoming call to the call group:

  • define in the numbering plan a custom selection associated with the call group
Ring groups1.png


  • define in a VoIP gateway or domain a numbering that has as destination the call group
Ring group2.png
Estratto da "https://www.kalliope.com/wiki/index.php?title=AdminGuide:Service:RingGroups/en&oldid=15424"