CHAIN GROUP is the term for a call group comprised of multiple call groups or a series of different call 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.
In this article, we will show you steps to configure the groups for Scenario 2.
First step, create your member call groups.
Under System Setup > Call Groups, click on the New Group button.
In this example, our 1st group is a HUNT group called "Receptionists" with 2 members Receptionist1 at Extension 1015 and Receptionist2 at Extension 1016. The group ring timeout is set at 20 seconds and the custom ringtone is ringtone1.
Based on the configuration below, this is what happens when a call comes into this group:
- Receptionist1 (Ext 1015) rings first for 20 seconds.
- If she does not answer or is busy, Receptionist2 (Ext 1016) rings for another 20 seconds before the call is terminated or moves to the next rule.
- Since the custom ringtone is set to a custom audio file, the caller will hear the custom audio instead of normal ringing.
- In case this group is not a member of a chain group, the voicemail instruction recording will play and the caller may leave a voice message. The voice message is sent as an attachment to the configured email of the designated Group Voicemail Admin.
Refer to this article on Call Groups for more details.
The 2nd member group is a RING group called "Everyone" with 5 members. The group ring timeout is set at 20 seconds and the custom ringtone is ringtone1.
Based on the configuration below, this is what happens when a call comes into this group:
- All member extensions 1017, 1018, 1015, 1016 and 1013 will ring simultaneously for 20 seconds.
- Since the custom ringtone is set to a custom audio file, the caller will hear the custom audio instead of normal ringing.
- In case this group is not a member of a chain group, the voicemail instruction recording will play and the caller may leave a voice message. The voice message is sent as an attachment to the configured email of the designated Group Voicemail Admin.
Second step, after you have created all your member call groups. The next step is to create the CHAIN group.
Under System Setup > Call Groups, click on the New Group button.
The steps are the same as creating any other call group except select CHAIN GROUP as the Group Type.
For the Group Members, select the member call groups that we created in the first step. In this example, we select Call Group 10022 (Receptionists) first, followed by Call Group 10023 (Everyone).
Please note that the order of selecting the group members is important as this is also the sequence of the call group that the incoming call will be routed to.
In the example below, an incoming call to chain group "Mainline" will first go to the Hunt Group of Receptionists, followed by the Ring Group of Everyone.
Third step, after you have created all your member call groups and your chain group. The third and last step is to make sure that your DID is routed correctly.
Under System Setup > DID, click on the Edit button of the DID that you can to setup.
In the Route field, select the CHAIN GROUP that you created. In our example, this is Group 10024 (Mainline).
If your DID is routed to BHR or IVR first before reaching the call group, please refer to our Help Knowledgebase to search for the applicable Help article to guide you.
CONGRATULATIONS!!! You have now created a Chain Group call flow configuration in 3 steps.
Should you need further assistance, please reach out to support@myvelox.com.