Answer group settings for supervisors

As a supervisor in an answer group there is some settings that you can configure. 

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

Agent Groups

You can add as many users as you want in answer- and agent groups. You can have several agent groups in a answer groups and each agent group can have its unique ring strategies.

Click on Add agent group

• Choose a name for the agent group that clearly defines its purpose
• Choose between
  1. Longest available
  2. Random
  3. Ring all
  4. Priority order
  5. Rotary

• Toggle on  if you want to set a maximum waiting time for the answer group. 

  1. SSet the value in seconds, default 240 (4 minutes)
  2. Choose an action for when the value is true 
  3. Click save

• Manage how to handle the case when there are calls waiting and no agents logged in to the answer group. 
  
  

  Alerts, you can activate to send a notification message to agents and/or supervisors to inform them that there are calls waiting and that there are no agents loggin in to the answer group.
  
  You can notify:  
  • Agents
  • Supervisors
  Action, you can choose what should happen when no agents are logged in. Choose action and click save.

  You can set an action delay which will give agents a change to login and take the call before it gets diverted.

• You can add as many users as you like to be agents in your answer group.

  1. Click on
  2. Select the right user(s)
  3. Click save
  After adding the agent, you can adjust the priority order via drag and drop  

• To remove an agent from an answer group, click on the agent in question. 

Scheduling & welcome message

• You can choose "Always open" on an answer group, often used on on-call groups. Toggle on

• The answer groups will be created in accordance with your organisations default settings, to add a schedule event: 

  1. Click
  2. Choose open / closed
  3. Select when (Specific weekdays, Monday to Friday, Saturday to Sunday, every weekday or specific time period
  4. Add a welcome message if needed
  5. Click save
  Scheduling applies from top to bottom in terms of priority. Drag and drop  to change order.

• Scheduling applies from top to bottom in terms of priority. Drag and drop  to change order.

• The welcome messages is played directly when the caller dials in to the answer group. To change it:
  
  Turn it off: 

  1. Expand "Manage"  under welcome message
  2. Toggle off
  3. Click save
  To edit:
   
  Choose text-to-speech (TTS) or soundfile
  1. Remove existing TTS-message / soundfile
  2. Type new / choose new file
  3. Click save

• Set up handling of incoming calls for when the answer group is closed. 

  1. Expand the list "Manage"
  2. Choose handling action
  3. Click save

Waiting calls

• Repeatedly play a message informing the caller about their position in the queue. Toggle on / off
  
  To configure the settings: 

  1. Choose text-to-speech (TTS) or soundfile
  2. Type message or choose file / record a new
  3. Set the repetition delay
  4. Click save

• Manage how to handle the case when the maximum waiting time is exceeded. 

  1. Set a threshold value (Default: 20 callers)
  2. Choose overflow handling (answer group voicemail, play voicemessage and hangup, busy tone or redirect to number)
  3. Click save

Answer group settings

• This is how you activate a notification when a caller leaves a new message in the answer groups voicemail:

  1. Click on in the answer group
  2. Click on edit answer group
  3. Expand voicemail
  4. Under noticiations, toggle on  who shall receive the notifications (agents and or supervisors)
  After that, choose how to send the notifications:
  1. Toggle on  "send according to personal voicemail notification settings", and they will be notified according to theri own settings in their personal voicemail
  2. Or, toggle on  app and or email, to overwrite their settings 
  3. Possible to add a custom address aswell, simply enter address and click on save

  Notification will be sent on desktop and as a native notification on your mobile device. The email will contain the attatched voicemail and available information about the caller.

• When a call has been answered, denied or missed, you have Wrap-Up Time to finish up before the next call. You decide how long the agent's Wrap-Up Time should be.

  1. Click on in the answer group
  2. Click on edit answer group
  3. Expand Wrap-Up Time
  Next, choose when the Wrap-Up Time times should apply:
  1. Answered Call: By default, it's . To enable Wrap-Up Time, you need to toggle  and set the value in seconds.
  2. Declined Call: By default, it's  and the agent has 15 seconds of Wrap-Up Time before the next call.
  3. Unanswered Call: By default, it's  and the agent has 15 seconds of Wrap-Up Time before the next call.

• When Call Waiting is enabled, a logged in agent will be treated as available in this Answer Group even if he/she is busy in a personal call or a call in another Answer Group. Toggle on  to activate it.