Group Route

  Account > Business Cloud > Auto-Attendant


A Group route allows a call to ring to multiple users (not devices). Rather than following each user's call handling rules, the group follows its own User Ring Strategy: Simultaneous or Sequential. The first user to answer will get the call. If no one answers, the call will follow the group's failure route.

AA-Group-Group.png

Field Description
Group Name Enter a name to identify this group.
Allow Call Queuing
Toggle on to allow calls to enter a call queue. See also: Auto-Attendant Call Queuing

  • Max # of Calls. How many people can wait on hold at a time.
  • Max Time. How long can each call be on hold before the failure routing takes effect.
  • Ring Timeout. Enter the number of seconds a call will ring a user (sequential) or group (simultaneous) before it is pushed back to the front of the queue (limit 120). Keep this setting low to ensure calls are answered quickly.

Use Group Name in Caller ID

Toggle on to allow the auto-attendant’s Group name to be included as part of the caller ID, so the user who receives the call knows where it originated from. Example: Sales Jane Smith. See also: Auto-Attendant Group Name in Caller ID

Night Forwarding

Night Forwarding allows users to turn their calls off at night and forward them to a predetermined phone number by dialing a star code. Users can also turn their calls back on the following morning by dialing the same star code.

See also: Auto-Attendant Night Forwarding

AA_Night_Forwarding_Inactive.png AA_Night_Forwarding_Active.png

 

Field Description
Forwarding Number
Enter a phone number to forward incoming calls to when Night Forwarding is active. The forwarding number can be to a voicemail box, another group, a user, or an off-net number.
Group Number
Enter a Group Number. This number rings one device in the group at a time in a specified order until the call is answered. For a sequential strategy, enter each user and the number of seconds the call will ring for that user before going on to the next.

User Ring Strategy

Simultaneous Sequential

AA-Group-UserRingStrategy-Sim.png

AA-Group-UserRingStrategy-Seq.png
Field Description
Simultaneous Select to ring all devices in the group at the same time. The first user to answer gets the call.
Sequential Select to ring one device in the group at a time in a specified order until the call is answered. For a sequential strategy, enter each user and the number of seconds the call will ring for that user before going on to the next.
Users Select a user from the menu to add to them to the group.
Ring Timeout Enter the number of seconds the call will attempt to route to this group. After the timeout, calls will route to the next specified route.
< Auto-Attendant Routes Guide User Route >
Was this article helpful?
0 out of 0 found this helpful