The basics of answer groups

Welcome to the 101, let's get started with the basics. 

There is different levels in the answer group, you can act as:

• An agent
• A supervisor

Included in your package

In the PBX-package you have active answer groups are included, check out how many depending on what kind you have. 

In many cases it is more cost efficient to upgrade your PBX-package from Light to Unlimited instead of purchasing more answer groups or IVR menus. 

Agent  

• To login to an answer group toggle  the one you would like to be active in.

• To log out from an answer group toggle  the one you would like to log out from. 

• At the top of an answer group there is some data available that will show you:

  • Available agens, i.e. agents logged in and not in another call
  • Latest waiting time
  • Average waiting time
  • Missed calls
  • Ongoing calls
  • Calls waiting
  You can also choose to show all calls today, toogle on / off  , mark the call to display details.

• Under answer group status you can expand more details about the calls to the group. Expand and see  : 

  • Calls waiting
  • Ongoing calls
  • See and listen to voicemails
  • Missed calls
  • Call history

  If you have the permission and the add-on call recording you can also listen to recordings from the answer group status

Supervisor

Only Pro users can be a supervisor in an answer group.

• At the top of an answer group there is some data available that will show you:

  • Available agens, i.e. agents logged in and not in another call
  • Latest waiting time
  • Average waiting time
  • Missed calls
  • Ongoing calls
  • Calls waiting
  You can also choose to show all calls today, toogle on  / off  , mark the call to display details.

• Under answer group status you can expand more details about the calls to the group. Expand and see  : 

  • Calls waiting
  • Ongoing calls
  • See and listen to voicemails
  • Missed calls
  • Call history
  • Agents

  If you have the permission and the add-on call recoding you can also listen to recordings from the answer group status

• Under answer group status: 

  1. Expand the list "Agents"
  2. Toggle on to login an agent or toggle off  to log out an agent

• This is where you manage all the settings in the answer group, you can edit:

  • Agent settings
  • Waiting calls
  • Scheduling & welcome message
  • Call distribution

  To learn about the settings as a supervisor in an answer group, click here