| Type | Behavior | Best for |
|---|---|---|
| Rufgruppe (Ring group) | It rings for several people. | small teams, reception |
| Warteschlange (Call queue) | Callers wait in a line with music and announcements. | hotline, support, sales |
Ring groups and call queues
- Which type fits
- Create a group
- Call distribution
- Detailed settings
- Queue announcements
- Callback instead of waiting
- Delete a group
- Sign in and out
1. Which type fits
2. Create a group
- Open Gruppen (Groups) and select Gruppe anlegen (Create group).
- Select the Art (Type).
- Enter a Namen (Name), for example Sales.
- Check the Durchwahl (Direct number). The app suggests an available number starting at 600.
- Select the Verteilung (Distribution).
- Under Wer gehört dazu (Who belongs), select at least one person. If the distribution uses an order, set it with the arrows.
- Select Vorschau (Preview) and Anlegen (Create).
If your phone system has no group yet, create the first one in Call builder: Bausteine (Blocks), then Rufgruppen (Ring groups) and Neu (New).
3. Call distribution
| Distribution | Effect |
|---|---|
| Alle gleichzeitig (All at once) | All phones ring at the same time. Default. |
| Nacheinander, feste Reihenfolge (One after another, fixed order) | Always the first person first, then the next. |
| Reihum (Take turns) | The next call starts with the next person. |
| Wer am wenigsten hatte (Fewest calls) | Whoever has had the fewest calls so far goes first. |
| Durchsage (ohne Klingeln) (Announcement, no ringing) | The call is announced directly. Ring groups only. |
4. Detailed settings
On the group, select Einstellungen (Settings).
- Klingeldauer (Sekunden) (Ring duration in seconds): how long it rings, 0 to 300.
- Wenn niemand abnimmt (If nobody answers): ring group destination, default hang up.
- Besetzte Nebenstellen (Busy extensions): anyone on a call is skipped. Ring groups only.
- Längste Wartezeit (Sekunden) (Longest wait in seconds): call queues only, 0 to 3600.
- Wenn die Wartezeit abläuft (When the wait time ends): queue overflow, for example to a company voicemail.
Select Vorschau and Übernehmen (Apply).
5. Queue announcements
- Begrüßung (Greeting): what callers hear first.
- Wartemusik dieser Warteschlange (Music on hold for this queue): the default is the company-wide music on hold.
- Wiederkehrende Ansage beim Warten (Recurring announcement while waiting): every 10 to 600 seconds, default 30.
- Positionsansage (Position announcement): off, regularly, or once when connecting.
6. Callback instead of waiting
Callers in a call queue can choose a callback instead of waiting. To do this, under Routing (Routing), open Rückruf statt Warten (Callback instead of waiting). The callback starts on a key press, or automatically after a wait time.
7. Delete a group
- On the group, select Gruppe löschen (Delete group).
- Check the preview: members and numbers that point to the group.
- Enter the name and select Endgültig löschen (Delete permanently).
The group is then in Trash. Support can restore it.
8. Sign in and out
In call queues, employees sign themselves in and out, see My hotlines.
