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Groups

From the Smart PBX > Groups tab, create groups and add users to the group. After you add a group, apply settings at a group level and distribute calls among the users in the group. You can also include groups in callflows and menu options to direct callers to that group.

Info

You can add a maximum of 25 members to any group.

Creating groups

  1. Go to Smart PBX > Groups.

  2. Click Add Group

  3. Enter a name for the group.

  4. Enter a 3-digit group extension.
  5. Search for and select the users you want to include in the group by dragging them from the "Available Users" column to "Selected Users".
  6. Click Create Group.
  7. The group will appear as an option for call routing in the Smart PBX: see also Incoming Call Handling.

The group now displays in the table. You can edit the group by clicking on the columns in the table.

Update group name and dialing repeats

  1. Go to Smart PBX_Groups.
  2. Under the Group settings column, click the group that you want to update.

  3. Change the group name or change the number of times the group should be redialled if the line is busy (dialing repeats).

  4. Save your changes.

Update group phone number or extension

  1. Go to Smart PBX_Groups.
  2. Click the Phone numbers or Extensions column for the group that you want to update.
  3. Add multiple phone numbers and extensions for each group if required.

Update call distribution between group members

  1. Go to Smart PBX_Groups.
  2. Under the Members column, click on the group that you want to update.

  3. Drag the green bar to apply a custom time duration for each group member for all incoming calls. When the time runs out, the call is routed to the next group member and so on.

  4. Click Distribute to evenly distribute the calls across all group members.

  5. Save your changes.

Enable call recording for a group

  1. Go to Smart PBX > Groups.

  2. Click the Group Features column for the group that you want to update.

  3. Click Call Recording and use the toggle to enable.

  4. Specify the URL where the recording can be accessed. Add the format (mp3. or.wav`) - 5MB maximum, and specify the time limit for the recording here.

  5. Click Save Changes.

Note

There is no time limit on how long you can record calls for, but each account has a data limit for stored recordings.

Add hold music for a group

Enable group "ringback" settings to add the hold music that should play until one of the members of the group can answer the call.

  1. Go to Your Apps > Smart PBX > Groups.

  2. Click the Group Features column for the group that you want to update.

  3. Click Ringback and use the toggle to enable.

  4. Select a menu from the dropdown or click Upload to add a media file.

  5. Click Save Changes.

Note

If you set Ringback media to "Silence", there will be no audio available to the caller when they are waiting for a group member to answer the call.

Add call forwarding for a group

  1. Go to Smart PBX > Groups.

  2. Click the Group Features column for the group that you want to update.

  3. Click Next Action and use the toggle to enable.

  4. Select what should occur if all the users in the group are unavailable or if the timeout duration for all members (configured in Members > Distribute ) has expired. You can forward group calls to a menu, a user, a device, or a voicemail box.

  5. Click Save Changes.

Allow group user to forward calls

Enable "allow call forward" to allow any user in the group to forward the call. If this option is disabled it will ignore the users request.

  1. Go to Smart PBX > Groups.

  2. Click the Group Features column for the group that you want to update.

  3. Click Allow Call-Forward and use the toggle to enable.

Add caller ID prepend for group

Enable a caller ID prefix to all incoming calls when a caller dials the group's number. For example, enter a shortname for the group in the Caller ID Name prefix field. Each group member will know that a call is coming in for that particular group.

  1. Go to Smart PBX > Groups.

  2. Click the Group Features column for the group that you want to update.

  3. Click Caller ID Prepend and use the toggle to enable.

  4. Enter the name (caller-ID name prefix) or number (caller-ID number prefix) that you would like to be displayed on your inbound call.

Deleting a group

  1. Go to Groups.
  2. Under the Group Settings column, click on the group that you want to delete.
  3. Click Delete Group, then Ok.

More information