User guide

Strategy
The pattern that will be used will be used for this extension group. Strategy
provides behavior such as ringing all extensions in the group or a queue that sends
calls to just one extension in the group based on a specific logic. See the following
table Extension Group Strategy for descriptions of each of the settings.
Priority
A number for this queue that determines its priority compared to another
extension group. A lower number means a higher priority. If an extension receives
a call from two extension groups the one with the higher priority will be preferred.
Position
Announces the callers position in the queue (when multiple callers are waiting to
be answered) to the caller. Never disables this feature, Once announces once to
the caller at 45 seconds, Once Every 45 Seconds announces every 45 seconds
updating the position until the call is answered.
Hold Ann.
Plays an announcement to the caller every 45 seconds. The feature is enabled and
plays the the chosen announcement when this setting is set to a specific
announcement. None disables this feature.
Whisper
Plays an announcement to the extension that answers the call before the call is
connected. The caller does not hear the announcement. The feature is enabled and
plays the the chosen announcement when this setting is set to a specific
announcement. None disables this feature.
Allow VM
Enables or disables the exit to voicemail for the extension group. If enabled the
caller can press 8 to exit the queue and leave a voicemail message. You may
announce this option to callers in your extension group announcement or a hold
announcement.
Fast Pass
Enables or disables the Fast Pass feature. Fast Pass allows the caller to press 9 to
leave a message and then be called back automatically when their position in the
queue is reached. You may announce this option to callers in your extension group
announcement or a hold announcement.
Logoff
If set to Auto then an extension will automatically be removed from the extension
group (logged off) if a call to it is not answered. The user can enter *21 on their
extension to be added back to the extension group (log in). If set to Manual then a
missed call will not remove extensions from the extension group. The user can
enter *20 to be manually removed from the extension group (logged off).
Wrapup
Wrapup is the amount of time in seconds that an extension that just got off of a
queue call will have before another queue call can be delivered.
Extension Group Strategy
Strategy
Description
Ring All (One)
All calls to this extension group will ring all extensions in this extension group
and the first one to answer the call will get the call.
Longest Available
Rings the extension in this extension group that has been the longest since
receiving a call from this extension group.
Fewest calls
Rings the extension in this extension group that has the fewest quantity of
completed calls.
Random
Randomly rings any extension in the extension group.
Round Robin
Mem
Round Robin with Memory. Takes turns ringing each available extension that
belongs to the extension group and remembers which extension was the last to
receive a call and sends the next call to the next extension.
Ring All (Many)
All calls to this extension group will ring all extensions in this extension group
and the first one to answer the call will get the call.
Following are the steps to configure an extension group as a basic ring-all group:
1. First configure all extensions that you want to be in the extension group. The
extension must exist prior to using it in an extension group.
2. Click on the Resources tab and then on the Extension Groups menu item.
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