How to create a new call group

Steps to create a Call Group in Agilico Connect

Table of Contents

Managing a Call Group Tips for a Successful Call Group

This article provides a step-by-step guide on how to create a call group on your phone system using the Agilico Connect Customer Portal. It highlights all the necessary fields and options available during the call group creation process.

 

Log in to the Agilico Connect Admin Portal (https://customerportal.hp2k.co.uk/)  

1. Click on Call Groups in the left-hand pane of the Customer Portal.  

2. Click Add button 

3. Complete the Group Details section

Group Name Label assigned to the call group (e.g., "Sales Team"). This is used for identification and appears in the admin portal.
Site

Specifies the physical or virtual site/location that the call group belongs to (e.g., "London Office"). 

  • Sites can be added and configured by going to Sites on the left-hand pane of the Customer Portal
Internal Number The extension or internal phone number assigned to the call group (e.g. 301). Dialling this number routes the call to all members of the group.
Ring Cadence Defines the ring pattern that the external caller hears while waiting for someone in the group to answer. This may mimic standard UK ringing or be customised (e.g. single ring, double ring, etc.).
Caller Name Prefix  Adds a prefix to the caller ID display when a call comes through this group. For example, adding “[Sales]” will make an incoming call from John Smith appear as “[Sales] John Smith” on the recipient’s phone.
No Answer Timeout The amount of time (in seconds) the group will ring before the system performs the No Answer Destination action (see below), such as forwarding the call to voicemail, another user, group, or menu.
No Answer Destination

If there is no answer after the pre-defined time limit (No Answer Timeout) then the call will be handled based on the selected action:

  • Edit - Displays a pop-up with the following options 
    • Voicemail Mailbox - once selected, a list of all voice mailboxes is presented in a dropdown, enabling you to select the voice mailbox to forward calls to.  
    • Menu - forwards the call to the selected Menu
      • Menus can be configured by going to Menu option on the left-hand pane of the Customer Portal
    • User -  once selected, a list of all users is presented in a dropdown, enabling you to select the user to forward calls to.  
    • Queue - forwards the call to the selected Queue
      • Queues can be configured by going to Queue option on the left-hand pane of the Customer Portal
    • Call Group - forwards the call to the selected Call Group
      • Call Groups can be configured by going to the Call Group option on the left-hand pane of the Customer Portal
    • Menu Application - once selected the Dial by Customer Extension option is presented in the drop-down. This enables the caller to enter an extension number to be routed to.
    • Contact - once selected, a list of all Contacts from the Address Book is presented in a dropdown, enabling you to select a contact to forward calls to.
      • Contacts can be added to the Address Book by clicking on the Contacts option on the left-hand pane of the Customer Portal
    • Time Condition - once selected a dropdown lists the configured Time and Date Conditions such as bank holidays
      • Time Conditions can be added and configured  in the Time and Data Conditions section by clicking on the Advanced > Time and Date Conditions option on the left-hand pane of the Customer Portal
    • Application - Provides three options:
      • Busy Tone - Plays a busy tone to the user
      • Congestion Tone - Plays a congestion tone to the user
      • End Call - 
  • Engage Tone - Provides the caller an engaged tone. 
  • End Call - Hangs up the call

4. Click Save to save your settings.

The page will refresh with an additional section underneath the Group Details labelled Members. This is where you will add the users you wish to be in the group for call answering. 

5. Under the Members section, click + Add to add the users to the Call Group

  • Complete the following:
    • Delay -  Sets the delay time in seconds before the user's phone rings, e.g. if the user is set to 10 seconds and all other phones are set to 0, then the other phones will ring for 10 seconds, and if unanswered, the user's phone will ring as well after 10 seconds. 
    • Member - Sets the user who will be added to the group

6. Once all users are added to Members, click Save

You have now set up a new call group!

Managing a Call Group

Call group management is setup to be an easy process, similar to the above. To manage and make changes to existing call groups, navigate to the Call Groups menu.

The call groups menu will display all groups you have created, to edit press the Pencil icon.

Next to the pencil icon, there is also a Stats button. This will take you to a page to view the call statistics for that group, which can be filtered by date from the top selection box. 

See below example image

Tips for a Successful Call Group

  • Use a clear name - This makes sure they are easily identifiable 
  • Set the group name and caller name prefix to show the same - this will mean your users know which group the call is coming from.
  • Internal Number Selection - Reserve a section of directory numbers for groups thus meaning all groups have sequential numbers for easy identification.