====== Groups ====== RingRx Groups are used for routing communications to teams of users. .. contents:: :local: Group Features -------------- Call Routing ===================== Groups operate in one of three modes ``Basic Call Routing`` ====================== Calls placed to the extension of the group will: 1. If calls are recorded and :ref:`group_play_recording_announcement-label` is true a recording announcement will be played 2. If an entry media file is specified it will be played to callers 3. Members will be rung for :ref:`group_call_timeout-label` seconds Each users Call behavior will be evaluated and followed * :Ring My Phone: The users desk phone and mobile app will be tried * :Simultaneous Ring: The users desk phone and mobile app will be tried as well as their Mobile number at the same time * :Sequential: The users desk phone and mobile app will be tried THEN their mobile number * :Forward: The users mobile number will be tried 4. If an exit media file is specified it will be played to callers 5. If a forward destination has been set, it will be tried 6. The call will go to the groups mailbox ``Announcement Call Routing`` ============================= Announcement groups are used to create an ad-hoc PA system using the speakers of desk phones in the office. There are two kinds of announcement groups :Announcement: There will be a tone after each member device joins to indicate when to begin speaking :Announcement Mode B: Tones are suppressed for member device joins. Use this for groups with many member devices Calls placed to the extension of the group will: 1. If calls are recorded and :ref:`group_play_recording_announcement-label` is true a recording announcement will be played 2. If an entry media file is specified it will be played to callers 3. All members will be rung with the auto-answer flag set which will cause their phones to go off-hook on speaker. They will be muted so they will only receive audio from the caller like a PA system. 4. Any dialed party may press 2 on their phone to end the call and begin a 2-way conversation with the original caller .. note:: If your facility includes an integrated announcement speaker, that device may be included in an announcement group to simultaneously announce from both ``Queue Call Routing`` ====================== Queue groups are used to create a more flexible and intelligent method of call distribution as there would be in a call center. Full details are here: `Queues `__ ``SMS Routing`` ================ If a phone number has their incoming SMS messages routed to a group, any received messages will be sent simultaneously to all group members. In this arrangement the group effectively becomes the person the phone number is having a text message conversation with. When a message is received to a group: * A group message chat will start for all members of the group. * The off-network phone number will see replies as coming from the groups outbound SMS number .. note:: Take care to make sure that the outbound SMS number routes back to the group to avoid confusion When a group member responds to an inbound group message * All other members of the group will get that message sent to them * That message is sent to the outside phone number from the groups SMS number * The outside party has no visibility into which member of the group sent the reply keeping the appearance of a single presence. .. note:: Copies of all group messages will exist in each group members mailbox. IF a user is removed from a group, they will retain group messages from the time they were a member. Newly added members will only receive group messages going forward. Group Parameters ---------------- ``group type`` =============== :Default: basic :Description: The behavior of the group (Basic, Announcement, Queue) ``name`` ========= :Default: empty :Description: The name of the group. Mostly descriptive but it can be used ``extension`` ============= :Default: empty :Description: The dialable extension of the group .. _group_call_timeout-label: ``group enable login`` ====================== :Default: false :Description: Enables the dynamic login/logout of members of this group using \*91 / \*92 star codes .. _group_enable_login-label: ``call timeout`` ================ :Default: 24 :Description: Number of seconds for call legs in the group to timeout .. _group_sequential-label: ``sequential`` =============================== :Default: false :Description: Indicates that group users should be rung sequentially. This only is used for basic groups .. _group_cnam_prefix-label: ``cnam prefix`` =============================== :Default: empty :Description: A string of text to pre-pend to the callerID name to be passed to the users. Can be used to add information to the call. .. _group_distinctive_ring-label: ``distinctive ring`` =============================== :Default: empty :Description: **For Polycom phones only** Will cause calls passing through the group to ring with a special cadence .. _group_entry_media_file-label: ``entry media file`` =============================== :Default: empty :Description: A media file from the accounts media library that will be played to callers **before** users are tried. A key press by the caller will terminate the media file and skip to ringing the users. .. _group_exit_media_file-label: ``exit media file`` =============================== :Default: empty :Description: A media file from the accounts media library that will be played to callers **after** all users have been tried without the call being answered. A key press by the caller will terminate the media file and skip to ringing the users. If a forward destination is specified or a mailbox, this file will be played before engaging either of those features. .. _group_forward_destination-label: ``forward destination`` =============================== :Default: empty :Description: An extension or phone number that the call will be offered to **after** all users have been tried. This destination will be tried for :ref:`group_call_timeout-label` seconds .. _group_mailbox-label: ``mailbox`` =============================== :Default: empty :Description: The voicemail box associated with the group. Calls that are not answered will end up in this voicemail box. .. _group_record_calls-label: ``record calls`` ================ :Default: false :Description: Will record calls to this group. Recorded calls will be found attached to the CDRs .. _group_play_recording_announcement-label: ``play recording announcement`` =============================== :Default: false :Description: Incoming calls will have an announcement played (before the entry media file) to indicate that calls will be recorded. .. _group_tags: ``tags`` =============================== :Default: empty :Description: A list of tags that will be attached to all of the calls passing through this group Queue Group Parameters ---------------------- These parameters only apply to queue mode groups .. _group_q_max_callers: ``q_max_callers`` =============================== :Default: 20 :Description: The maximum number of callers that can be waiting in queue .. _group_q_max_callers_dest: ``q_max_callers_dest`` =============================== :Default: empty :Description: The destination extension new callers are sent to when the queue already has the maximum number of callers waiting .. _group_q_max_wait: ``q_max_wait`` =============================== :Default: 1800 :Description: The maximum number of seconds a caller will be permitted to sit in queue. Defaults to 30min .. _group_q_max_wait_dest: ``q_max_wait_dest`` =============================== :Default: empty :Description: The destination extension callers in queue will be sent to when their hold time exceeds the max wait .. _group_q_moh: ``q_moh`` =============================== :Default: empty :Description: Music on hold to be played while users are in queue .. _group_q_alarm_on_max_wait: ``q_alarm_on_max_wait`` =============================== :Default: false :Description: Send alarm to all moderators and the queue alarm destination when a call reaches the max wait time .. _group_q_alarm_on_max_callers: ``q_alarm_on_max_callers`` =============================== :Default: false :Description: Send alarm to all moderators and the queue alarm destination when a call is rejected because the queue is at max callers .. _group_q_alarm_email: ``q_alarm_email`` =============================== :Default: empty :Description: Comma separated list of additional emails to receive queue alarms (in addition to moderators) .. _group_q_agent_wrapup: ``q_alarm_wrapup`` =============================== :Default: 0 :Description: How many seconds to allow an agent for post-call activities before making them eligable for another call from the queue .. _group_q_agent_holddown: ``q_alarm_holddown`` =============================== :Default: 30 :Description: How many seconds to suppress offering an agent a call after they failed to answer one (minimum is 10) .. _group_q_agent_dist_alg: ``q_agent_dist_alg`` =============================== :Default: Round-Robin :Description: How calls should be assigned from the queue to users * Round-Robin: Each user is assigned calls in equal rotation * Longest Idle: The agent who has been idle the longest is assigned the next call