In the previous guide, we detailed how to add a user to an existing group. If you need to create a new group, here are the steps:
To create a group, navigate to the Groups tab and select the “New Group” button at the top left.
Give the group a unique name, email and extension.
The extension can be anything within the Natterbox range (2000 -7999).
The email needs to only be a valid and a real email address if you plan on using the group voicemail function, otherwise as long as it is unique and follows the email syntax you can enter any email address.
The description field is optional.
Then define the group purpose by selecting either Cloud PBX, Contact Center or Record, or a combination or all three. Please note that a group purpose cannot be taken away in hindsight but you can delete and make as many groups as you need without limit.
Any users that are added to that group will need to have the licences checked for the group purpose (as a minimum).
If the group is going to be used in a Call queue, Contact Center needs to be checked. This is because a Contact Center licence is required to unlock the call queue functionality.
Click Save!
Then, users can be added as ‘Group Members’ if they are to answer calls or as ‘Group Admins’ for those that need to listen in to calls, edit user skills or view the group’s AI Advisor records.
Please note: if you wish to listen in to calls live as they are happening you need to be a group administrator (does not require an admin permission set) as seen in the video below at 2:50 onwards. Once setup is complete follow this guide on how to listen in.If you wish to listen to call recordings (not live calls), you will need to grant recording access.
If you create a new group, make sure to review your availability states to ensure that users can ‘log in’ to the new group and receive calls from that new group.