A call group routes incoming calls to a specific group of users. This guide provides step-by-step instructions for creating and managing call groups in the Omnia Admin Portal.
Accessing Call Groups
- Navigate to Call Groups:
- Go to the Admin Portaland sign in.
- Click the Phone System tab to expand it, then select Call Groups.
Creating a Call Group
- Create a Call Group:
- Click Add New.
General Settings
- General Settings:
- Call group extension: Enter the extension number for the call group.
- Call group name: Provide a descriptive name for the call group.
- Branch: Select a branch to assign if applicable.
Enable Additional Features (Optional)
- Enable Additional Features:
- Enable music on hold: Check this box if you want callers to hear music while on hold.
- Enable skipping extension if on a call: Check this box to skip extensions that are currently on a call.
- Allow find me, follow me: Enable this feature if you want calls to follow the user.
Configure Ring Strategy
- Configure Ring Strategy:
- Ring all: Select this option to ring all extensions in the group simultaneously.
- Select ring time (rings): Choose the number of rings.
- Sequence: Select this option to ring extensions one after another in a specific order.
- Enable looping: Check this box to loop back to the beginning if not answered.
- Select ring time (rings): Choose rings before moving to the next extension.
- Select dial timeout (rings): Choose total rings before forwarding to timeout destination.
Timeout Destination
- Timeout Destination:
- Destination type: Select the action if the call isn’t answered within the ring time.
- Select destination: Choose the specific endpoint based on the destination type.
- Add a Destination: Click to configure multiple destinations (button appears based on the selected destination type).
- Reorder: Use to reorder destinations by clicking and dragging.
- Delete: Click to remove a destination.
Unconditional Forwarding
- Unconditional Forwarding:
- Enable unconditional forwarding: Check this box to forward all calls to a specified destination unconditionally.
- Destination type: Use the dropdown menu to select the type of destination.
- Select destination: Choose the specific destination from the available options.
- Reorder: Use to reorder destinations by clicking and dragging.
- Delete: Click to remove a destination.
Assigning Specific Extensions or Actions
- Navigate to the Destinations Tab: Destination Type: Select the type of destination, which includes Custom or Ring an Extension. Select Destination: Choose the specific destination based on the type selected. Order of Destinations: If using the “Sequence” ring strategy, ensure the order reflects the desired call routing sequence. Add a Destination: Click to include additional destinations. Reorder: Use to reorder destinations by clicking and dragging. Delete: Click to remove a destination.
Review and Create
- Review and Create:
- Review all details to ensure accuracy.
- Click Create to save the call group.
- Click Yes to confirm.
Editing a Call Group
- Edit a Call Group:
- Click on the call group you want to edit or click the Edit button next to it.
- Make your edits.
- Click Save.
- Click Yes to confirm and save your changes.
Deleting a Call Group
- Delete a Call Group:
- Click the Delete button next to the Call Group.
- Confirm the deletion by clicking Yes.
Search and Sort
- Search for a Call Group:
- Search Bar: Quickly find specific items by typing the name or a keyword in the search field. The system will filter the list based on your search input, displaying the relevant results.
- Sort: Click the sort icons next to column headers to arrange items in ascending or descending order.
Export Call Groups
- Export Call Group Details:
- Click the Export button next to the search field.
- The system will download a list of the items in CSV format.
