Extensions should be allocated to one or more extension groups. Services which use extensions, such as Group Divert, work with extension groups rather than individual extensions.
Each new account has one extension group created with default settings ready for you to attach to an extension service. If you wish to create another one then click Add new Extension Group in the main extension group screen.
The screen displayed will prompt you for the name of the extension group, which we suggest should be descriptive. Once created you will be able to link extensions to groups via the extension group screens.
Each extension group contains the following configurable parameters, accessed from the main Extension Group screen by clicking the name of the extension group. It is also worth noting how the prompts of the service are played and how the calls are attempted depending on the distribution mode of the group. If the distribution mode is Enter individual extension numbers then the Welcome prompt is played followed by the Divert Preamble prompt. The service then waits for the extension number to be entered by the caller before attempting to make a call to that extension. Whilst the call is being made to the extension the caller will listen to whatever is set in the caller listens to setting. Depending on the result of the call then the caller may be played the no answer, busy or voice mail prompts.
If the distribution mode is set to Extension Priority, Longest Waiting or Longest Waiting then the call is handled slightly differently. The welcome prompt is played. Once this has completed outbound calls are made to the extensions in the order specified whilst simultaneously playing a loop of whatever is set in the caller listens to setting followed by the divert preamble prompt (unless caller listens to is set to divert preamble only - in which case only the divert preamble prompt will be played in a loop). Under these circumstances the no answer and busy prompts are never played, the voice mail prompt may be played if the call is subsequently diverted to the group mailbox.
Name - this is the name of the extension group.
Distribution mode - this is controls how incoming calls are distributed amongst the extensions. The choices are:
Default extension - this is the extension number to be used by default. It is only relevant if the Distribution Mode is set to Enter Individual extension numbers. Calls will be diverted to this extension if the caller does not enter an extension number after approx 6 seconds and the Action if not Connected setting is set to Divert to Default Extension. This is used to divert calls to a live operator after a period of time if they do not wish to (or are unable to) select an option.
Action if not connected- this tells the system what to do if a call cannot be connected.
Log-on required - this option allows the recipients of diverted calls to be able to signal whether they wish to take calls or not. By selecting this option, all extensions within this group will be required to log on to become active. By using this setting combined with the distribution mode the system can effectively create an ACD (automatic call distribution) group. This will allow quite sophisticated distribution of calls on a last called or priority basis and only to those extensions that have set themselves as available by logging on. This option can also be set on individual extensions - for more details, see Extensions.
Enforce Call accept - By default all calls that are diverted to an extension provide a menu allowing the recipient of the call to reject it if they so wish. If this option is set then the menu allowing the recipient to reject the call is not played but instead the call is connected immediately after the announcement message.
Max Calls in Queue - Only relevant if the Distribution mode is set to Extension Priority, Longest Waiting or Longest Waiting. This sets how many calls will be allowed to be queued simultaneously. Calls received in excess of this setting will be processed according to the setting of the Action if not connected parameter. It should be noticed that this sets the queue size not the maximum number of calls allowed. The actual number of calls allowed before the Action if not Connected is triggered = number of available extensions + Max Calls in Queue. So for example if this setting is set to 3 and there are 4 extensions available then the maximum number of calls allowed (before the Action if not Connected is triggered) would be 7.
Queue Timeout - Only relevant if the Distribution mode is set to Extension Priority, Longest Waiting or Longest Waiting. This sets the maximum wait a caller should face before triggering the Action if not Connected event. Note that this time is approximate in that if a call attempt is being made to an extension when the time expires the call attempt will not be interrupted.
Service to run if no connect - Only relevant if the Distribution mode is set to Extension Priority, Longest Waiting or Longest Waiting and the Action if not Connected parameter is set to Run Selected Service. This service will run if the queue timeout event occurs or the max calls in queue is exceeded.
Caller Listens to - This defines what the caller listens to whilst their call is holding in the queue. Set this to Divert Preamble only, record your own preamble message for the service associated with this extension group and when calls are made the caller will only hear the looped divert preamble message. In this way you can record special onhold jingles and announcements that are specific to your service.
Wrap up time - Only relevant if the Distribution mode is set to Extension Priority, Longest Waiting or Longest Waiting and the logon-required parameter is set. This sets the number of seconds that an extension within the group will be unavailable to take calls for after successfully receiving and accepting a call. This time is commonly used to wrap up the work generated from the previous call.
Sin Bin Minutes - Only relevant if the Distribution mode is set to Extension Priority, Longest Waiting or Longest Waiting and the logon-required parameter is set. This sets the number of minutes that an extension will be unavailable to take calls (i.e removed from the valid list of extensions to make call attempts to) if the Sin Bin missed calls limit is exceeded. Once the number of minutes have been exceeded then the extension will become available to take calls again.
Sin Bin missed Calls - Only relevant if the Distribution mode is set to Extension Priority, Longest Waiting or Longest Waiting and the logon-required parameter is set. This sets the number of consecutive calls an extension is allowed to miss before accepting a call. If this limit is exceeded then the extension is removed from the valid list of extensions for Sin Bin Minutes. A missed call is either a rejected call or no answer from the extension. Busy calls do not count as missed calls.
Extensions - This is a list of the extensions in the group, followed by a list of ones available to be added. Checkboxes allow removal or addition of extensions. The list can be ordered in different ways by clicking on the column headings. Additionally extensions can be manually logged onor logged off by clicking on the logon or log off links. Clicking on the Missed Calls link brings up the call statistics for the selected extension.