Adding group calls

Last Updated : Dec 27, 2023 |

About this task

You can create group calls and add members to the group. You can add up to 100 members to a group call.

Procedure

  1. On the Configuration Server web portal, go to Administration > System > Group Calls.
  2. At the top-right corner of the Group Calls page, click the Add icon.

    Configuration Server displays the group call configuration fields.

  3. On the Add Group Call page, in the Group Extension field, type the group call number.

    The number must be in the format of the Local call type you define in the dial plan for your contact center.

  4. In the Name field, type the group call name.

    You can type a maximum of 35 Unicode characters.

  5. In the Max Queued field, type the maximum number of calls in queue.

    You can type a number from 0 through 10. The default value is 4.

  6. Click Permission Sets (COR).

    Configuration Server displays the CORs pane on the right.

  7. On the CORs page, select the permission set for the group call.
  8. Optional Click Queue Announcements.

    Configuration Server displays the Announcements pane on the right.

  9. Optional On the Announcements page, select announcements sets for the group call.
  10. Optional To enable announcement repetition, select the Repeat Announcement check box.
  11. In the Delay Between Announcements field, specify the delay between announcements in seconds.

    You can type a number from 0 through 15. The default value is 10.

  12. Click Coverage Path.

    Configuration Server displays the Coverage Paths pane on the right.

  13. On the Coverage Paths page, select the coverage path for the group call.
  14. In the Ring Cycles field, specify the number of rings after which the contact center redirects the call to coverage.

    You can type a number from 2 through 10. The default value is 5.

  15. Click ADD.

    Configuration Server displays the Extensions pane on the right.

  16. On the Extensions pane, select the extensions of the agents to add to the group call.
  17. Click SAVE.
  18. At the top-right corner of the screen, click Commit.

    Configuration Server saves the group call configuration and redirects you to the Group Calls page.