How to Create and Manage Call Groups in PbN

The Call Groups feature in PbN enables administrators to create and manage groups of users that share a single extension. This is essential for teams that need to handle incoming calls collectively, ensuring that every call is answered efficiently. The Call Groups page provides a centralized location for managing these groups, offering various tools and options to customize call handling to meet your organization’s needs.

Key Elements of the Call Groups Page

• Call Group List: This section displays all call groups within your organization, including:

  • Extension: The extension number assigned to the call group.
  • Call Group Name: The name of the call group for easy identification.
  • Phone Number: The phone number associated with the call group.
  • Location: The location where the call group is primarily used.

• Search Bar: Quickly locate specific call groups by typing keywords related to the group name, extension, or location.

• Add New: This button allows administrators to create a new call group by accessing the Call Group Properties page.

Adding and Configuring a New Call Group

When you click on the "Add New" button, you are directed to the Call Group Properties page, where you can set up a new call group. The following settings are available:

1. Primary Extension

   • Assign an extension number to the call group. This extension follows the same rules as user extensions:
     • Cannot start with 0.
     • Must be between 1 and 5 digits.
     • It cannot be 911, 933, or 411.
   • Example: Use extension 201 for the new call group.

2. Call Group Name

   • Enter a name for the call group to help identify it within the organization.
   • Example: Name the group "Perez Bush Team 1."

3. Location

   • Assign a specific location to the call group, aligning with your organization’s structure.

4. Dialing and Administration

   • Select from Available Phone Numbers: Assign a direct dial number to the call group. This number allows external callers to reach the group directly.
   • Select from Available Call Group Extensions: Choose which user extensions will be part of the call group. Ensure that at least one user is selected.
   • Choose a Duration: Set the duration for how long each extension in the group will ring before the call is forwarded or sent to voicemail.

Voicemail Settings for Call Groups

In addition to the basic configuration, administrators can also set up voicemail for the call group to manage unanswered calls effectively. There are several options available:

1. Play Greeting and Disconnect

   • After the ring duration ends, a greeting is played, and the call is disconnected.

2. Send to Another User’s Voicemail

   • Forward the voicemail to a specific user’s mailbox if no one in the group answers the call.

3. Send to the Group's Voicemail Box

   • Create a dedicated voicemail box for the group. Set a PIN for access and optionally forward voicemails to multiple email addresses.

Managing Existing Call Groups

The Call Groups page also allows you to manage existing groups with the following actions:

• Edit a Group: Modify group settings, add or remove members, or update voicemail options.
• Delete a Group: Remove a call group when it is no longer needed.
• View Group Details: Access detailed information about each call group, including extension, phone number, and location.
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