Create an answer group

Follow the guide here. 

Settings in an answer group

These settings can not be edited by an agent or supervisor, you need to have the permission phone system. 

• Toggle on  to close an answer group temporarily in exceptional situations. 

  1. Toggle on
  2. Set a temporarily closed handling, toggle on  custom to configure
  3. Choose handling
  4. Click save

• You can change the name of an existing group. Just open it and under name, type the new one and click save.

• This is where you change the cost for potential re-directs to external numbers.

• You can set/change the numeric ID. If you have a numeric ID active on an answer group the number will be display at the end of the caller ID for calls to agents on mobile phone.
  
  A regular caller ID: +46700 00 00 00
  
  A caller ID with numeric ID: +46700 00 00 004444
  
  In this case "4444" is the numeric ID.

• You can add/remove supervisors from answer groups. 

  1. Expand the group
  2. Under settings, expand supervisors
  To add:
  1. Expand the list add supervisors  , type a name and choose a user
  2. Click save
  To remove:
  1. Expand the list add supervisors
  2. Click  on the user you want to remove as a supervisor
  3. Click save

• This is where you change the default voicemail for the group. Follow these steps to do it: 

  1. In the group, under settings, expand the list voicemail
  2. Choose text-to-speech (TTS) or soundfile
  3. Type your message or select / record a soundfile
  4. Click save

  This is just where you change the default voicemail for this group. To activate it choose answer group voicemail as a handling when closed / no answer.

• Display numbers enables users to dial out with non-personal numbers as display numbers, i.e. the number that will be seen on the receiving part of the call.
  
  To allow users, agents and or supervisors to display it: 

  1. In the group, under settings, expand the list display number
  2. Give access to all agents or all supervisors (Toggle on / off  )
  3. Or, give access to specific users by selecting them from the list
  4. Click save

• If you want to delete an answer group: 

  1. Expand the group you want to delete
  2. At the bottom, click delete
  3. Click yes

  Think twice, you can not restore a deleted answer group and if it contains any recordings these will also be deleted. 

Default settings

When creating a new answer group, your default settings will apply. You can edit the default settings with the guide bellow.

• The default answer group settings are applied when new answer groups are created. Customize the settings for:
  • Waiting calls
  • Scheduling & welcome message
  • Call distribution
  • Voicemail
  To edit the default settings:
  1. Expand the setting you want to change, eg. waiting calls.
  2. Do your changes
  3. Click save