Response group settings for a supervisor

Only Pro users can be a supervisor in a response group.

Agent groups

You can add as many users as you want to response and agent groups. In the agent group you set what should happen with the call, you can have multiple agent groups in a response group and each agent group can have its own unique ringing strategies.

Click on Add agent group.

Agent group name

Choose a name for the agent group that clearly defines its purpose.

Choose a ring strategy

Choose between:

1. Length available

2. Random

3. Call everyone

4. Priority order all

5. Rotating

Maximum waiting time

Enable maximum wait time if you want to set a maximum wait time in the response group.

1. Set the value in seconds, default is 240 (4 minutes)

2. Select action for when the value is exceeded and fill in any information depending on your selection:
   • Move caller to next agent group

   • Forward to number

   • Play voicemail and hang up

   • Busy tone

   • Response group voicemail

3. Click Save

No agents logged in

Manage what to do in the case of a waiting call and no agent is logged into the response group.

Warnings

You can enable notifications to notify agents and/or supervisors that no agents are logged into the response group and that there are calls in queue.

You can notify:

• Agents

• Supervisors

Measure

You can choose what happens when no agents are logged in. Select the action and click Save:

• Move caller to next agent group

• Play voicemail

• Busy tone

• Response group voicemail

• Forward to number

Fill in any information depending on your choice.

Note: You can set an action delay, which gives agents some time to log into the response group and answer the call before the selected action is applied to the call. The value is specified in seconds.

Add agents

You can add as many users as you want as agents in an agent and response group.

1. Click on Add

2. Select user

3. Click Save

Once you have added the agent, you can adjust the agents between them via drag and drop.

Remove agent from response group

To remove an agent from a response group, click on the agent in question.

Scheduling and welcome message

As a supervisor in a response group, you can manage the opening hours and schedule settings. Check it out this guide to learn more. There you can learn more about, among other things:

• Open settings

• Closed settings

• How to create a new schedule event

Call handling

Queue message

Play a queue message to the caller. The message is repeated and the intervals are adjustable (seconds).

To configure the settings:

1. Select text-to-speech (TTS) or audio file

2. Type your message or choose an audio file / record a new one

3. Set desired repeat delay (seconds)

4. Click Save

Call flooding

Set what should happen when the maximum number of calls in the queue is exceeded.

1. Set a threshold, i.e. number of simultaneous callers (default: 20 calls)

2. Choose what should happen and fill in any information depending on what you choose:
   • Play voicemail and hang up

   • Busy tone

   • Response group voicemail

   • Forward to number

3. Click Save