Answer groups 101

Burhan Kesapli
  • Updated

Who can access answer groups?

  • All users can access the answer groups

Access answer groups

  • To access answer groups, click OPERATOR.svg

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. 

PBX-package Answer groups IVR Agents Supervisors
Light 2 2 Unlimited Unlimited
Unlimited Unlimited Unlimited Unlimited Unlimited

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 ON.svg the one you would like to be active in.

  • To log out from an answer group toggle OFF.svg 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 ON.svg / off OFF.svg , mark the call to display details.
  • Under answer group status you can expand more details about the calls to the group. Expand and see EXPAND_DOWN.svg

    • 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 ON.svg / off OFF.svg , mark the call to display details.
  • Under answer group status you can expand more details about the calls to the group. Expand and see EXPAND_DOWN.svg

    • 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" EXPAND_DOWN.svg
    2. Toggle on ON.svg to login an agent or toggle off OFF.svg 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

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