A call group is a group of extensions or users which ring simultaneously when an incoming call is received.

Call groups are usually used by separating users into departments who can handle different types of calls, eg “Sales” or “accounts” etc.

When you create a call group you will be able to edit the group name to help you identify the group and then you simply allocate users to the group.  Groups can also include external members such as perhaps a divert to a mobile or landline number, which can be helpful when needing to offer an out of hours service.

You can adjust group settings such as ring time (how long the group members ring for) and also the end destination point of the group.  Here, you can for example send unanswered call to its own group voicemail – 

eg – Sales group ends at “Sales voicemail” if call not answered. 

Whilst a different group could have a different destination point 

eg – Support Group  goes to “out of hours mobile” if not answered.

Using call groups, you can intelligently plan your incoming call distribution allowing you to distribute calls and link groups to different groups, link multiple sites and plan where every call goes at any stage of the call.

Planning your incoming call distribution will allow you to make sure that every call is answered, and make sure you never miss another customer call again.