Call Groups 


The Call Group feature allows an allocated number to ring multiple extensions.


Types of Call Groups


  • Ring Group -  All extensions that are members of the group ring at the same time.


  • Hunt Group - The extensions that are members of the group ring one at a time in sequential order until one of the extensions pick up the call. For example,
    • Group Members: 2000, 2001, 2002
    • Incoming Call: 2000 rings first followed by 2001 then, 2002.


  • Round Robin Group - This group is basically a Hunt Group but the designated first ring alternates between members of the group. For example,
    • Group Members: 2000, 2001, 2002
    • First Call: 2000 rings first followed by 2001 then, 2002.
    • Second Call: 2001 rings first followed by 2002 then, 2000.
    • Third Call: 2002 rings first followed by 2000 then, 2001.
    • Fourth Call: 2000 rings first again.


  • NEW!  Chain Group - Chain group is the term for a call group comprised of different call groups or a series of groups. For example,
    • Scenario1: Incoming call goes to a ring group (PrimaryAgents). If all agents are engaged or does not answer within the allotted timeout, the call moves to another ring group (SecondaryAgents)
    • Scenario2: Incoming call goes to a hunt group (Receptionists). If all receptionists are engaged or does not answer within the allotted timeout, the call moves to a ring group (Everyone) which rings all of the team members.


HOW TO CREATE A CALL GROUP:


1. Log in to your Velox Client Dashboard (www.myvelox.com)  using your Admin credentials. 


2. Select “System Set-up” from the side bar.  Then click on "Call Group(s)".



                                               



3. Click on "New Group".


                                                 



4.  This opens the Create Group window. 



  • Group  - This is the ID or extension number of the group. This is auto-generated by the system.
  • Group Description - Type in a Description that will help you remember what this group does.  
  • Group Type - Choose the type of group you want to create from the drop down list.
  • Call Center Group - If you are not using the Call Center product of Velox, please ignore this field. Default value is No.
  • NEW! Loop Group - The loop group function allows you to loop the call group multiple times in case all extensions are busy or unavailable. Click on the box if you would like to enable the Loop Group function. Then indicate the number of times you would like to loop the group. 
    • If your DID is routed to an IVR then to a Call Group - The group can be looped up to 60 times. For the example above, this hunt group has a group ring timeout of 25 seconds x 3 group members. In case the call is not answered and the call is looped through the group 60 times, the maximum wait time is 4,500 seconds or 75 minutes.
    • If your DID is routed directly to a Call Group - The 60-second time limit applies. Please see "Important Note" below.
  • Group Voicemail Admin -  This is the extension where the voicemails are routed to when an incoming call is unanswered. The voicemail admin has to be a member of the call group. Choose the voicemail admin from the drop down list. 

Note: Make sure that an email address has been associated with this user or extension number in the Users page.

  • Group Ring Timeout - This is the number of seconds the call will ring for each of the members the group. 
  • NEW! Custom Ringtone - This Velox feature allows you to link a custom audio file (.wav) to this Group. When an incoming call is routed to this Call Group, the caller hears this custom or branding audio instead of the usual ringing. To learn more about this feature, click here.
  • Group Members - Choose the members of the group from the drop down list. Click on "Add Member" to keep adding members of the group. The order in which you add the group members is also the ring sequence for Hunt or Round Robin groups.


Important Note:  Telcos have a 60 second limit on the total ring timeout on the inbound or the caller's side. This means that any telco will terminate the call if it is not answered within 60 seconds. So if your DID is directly routed to a call group, make sure to manage the group ring timeout and the number of members on your call group according to this limitation. For example, a hunt group with 3 members will have a ring timeout of 20 seconds each and round robin group with 5 members will  have a ring timeout of 12 seconds each.


4.  Click Create New Group to save your changes.


5. If you would like to setup a Custom Voicemail message for this call group. Click on the Custom Voicemail tab. Upload your Custom Voicemail recording in .m4a format and click Enable Custom Voicemail. To disable, simply click on Disable Custom Voicemail. If this is disabled, a default Velox voicemail system greeting will be played.


6. This Group is now created and can be viewed in your Basic Groups Summary page. Should you want to change any of the Group settings, click on the Edit button on the rightmost side of the Group record.This Group is now created and can be viewed in your Basic Groups Summary page. Should you want to change any of the Group settings, click on the Edit button on the rightmost side of the Group record.