Groups and schedules

A group rings a set of people directly. Use one when you don’t need a queue or reports, for example for a small office or an urgent line. For queues, reports and follow-up, use a team line.

Create a group

In the portal, go to User Groups and choose New Group. Start from a template or a Custom Group, then set:

Setting	Options
Caller Language	The language callers hear.
How Should It Ring?	Ring everyone at once, or Ring one by one.
Ring Duration and Repeat	How long to ring, and how many times to try.
Record calls	Record calls to this group, if call recording is on.
If nobody answers	Send to voicemail, try the next destination, or end the call.
Music on hold	What callers hear while they wait.
Show in company menu	Whether callers can choose this group from your Company Menu.

Business hours and holidays

Each group has a Schedule with these tabs:

• Business Hours: when you’re open.
• Holidays: days you’re closed.
• Workdays: which days of the week you work.

Set the Time Zone, then Save Changes. Outside business hours, callers are routed the way you chose for after hours.