In-Depth: Enhanced Ring Groups

Enhanced Ring Groups (ERG) are more advanced Ring groups into PBX that offer basic queueing functions.

• Name

ERG name

(E.g. Patience)

• Number

ERG number

(E.g. 1001)

• Strategy

ERG strategy

(E.g.ringall)

• Members

Number of ERG members

(E.g. 5)

• Edits the ERG configuration

(E.g. Click to edit ERG configuration)

• Deletes an ERG from the system

(E.g. Click to delete an ERG from the system)

Search

Search is by default performed by Name and Number

Search

• Search:

Search phrase

(E.g. Provide a search phrase here and hit enter to filter the records)

Add/Edit ERG

• ERG Name:

Set an ERG name

(E.g. Provide a unique ERG name here)

• ERG Number:

Set an ERG number

(E.g. This number is to be dialed in order to access the ERG.)

• Max Waiting Callers:

Maximum number of callers allowed to wait in a ERG at the same time. This number should be set in accordance with the number of members answering the ERG calls

(E.g. If this field is set to 4, only 4 callers will be allowed to enter the ERG. If caller number 5 tries to enter the ERG he will be transferred to <%PRODUCT%> 'Redirect Extension' number).

• Ring to Answer:

How many rings will be played to a caller before call enters the ERG.

Set this value to 0 if you would like calls to hear ERG music on hold as soon as call is connected.

(E.g. 5)

• Record ERG Calls

Set whether to record ERG calls or not

(E.g. 'Yes')

NOTE: In order to record calls with ERG, this option has to be set to 'Yes'. There is no inheritance applied in this case.

• Wake up Mobile Devices

Select whether ERG should wake up mobile devices that are asleep or not

(E.g. 'Yes')

• Members

Opens up a screen and add/manage ERG members

(E.g. Click on the button to manage ERG members)

Members

Clicking the 'Members' button opens the 'Members' pop-up window where users can select one or more Members and add them to the ERG group.

Click this button to add selected Members

There is a table which shows ERG members with the following details:

• Name

Members' name

(E.g. Sales 1)

• Number

Number of the Extension on the system

(E.g. 101)

• Penalty

This value can be set per member, so the system can decide which priority to use when sending calls to members

(E.g. Set values between 0 and 10 where 0 is the highest priority and 10 is the lowest priority. If the strategy is defined as 'ringall', then only those available members with the lowest priorities will ring. ).

([0-10])

NOTE: If the Extension does not pick up it will not automatically go to the next Extension. It will keep ringing until it is picked up. It will only go to the next extension if the current extension is either busy or unavailable.

• Type

Member type

(E.g. SIP)

• Search

Search ERG members

(E.g. Provide a search phrase here to filter the records)

Move up Move an ERG member one place up on the list

Move down Move an ERG member one place down on the list

Remove member Remove an ERG from the list

Advanced Options

General

• Music On Hold:

Select MOH(Music On Hold) class name. All sound files belonging to this MOH class will be played to users in ERG

(E.g. User A enters the ERG. After the greeting message is heard, all sound files belonging to selected MOH class are played in the background)

• Replace CallerID:

Replace the caller id with the custom value

(E.g. Type 'Lobby - %CALLERID%' to display the caller id information as 'Lobby - 5552879' where 5552879 is the actual number calling in)

• Language:

Define custom language for all sound files played by the ERG

(E.g. To play Spanish sound files to all users waiting in the ERG, type 'es' here. NOTE: PBX MT comes with English sound files by default. To install sound files in other languages, please see ' Settings: Protocols: Sip: Language' for more information)

• ERG URL:

Send the following URL to Member's softphone, if it supports that option, and the softphone can open that URL so the Member can see callers additional info if available. This option must be supported by softphone for it to be used.

(E.g. Additional info on ERG URL field can be obtained here)

Operation Times

Set the ERG open/closed times. Depending on the time when call is received, the call can be redirected to different PBX destinations

• CSV Upload

Upload Operation Times configuration from csv file

• CSV Download

Download current Operation Times configuration to csv file

• Download CSV Template

Download template of Operation Times configuration to csv file

• Operation Times:

Enable operation times

The Inherit option will allow administrators to simply put the Higher Level Operation Times settings back into effect if deemed necessary. Previously, when Operation Times were set, it could be either turned on or off, but it could not be reset to use the Operation Times rules set on the higher level (Server or Tenant).

• Default Destination

PBX extension all calls are redirected to during the closed time hours

(E.g 1000)

• Is Voicemail

Whether default destination is Voicemail or not

• Greeting:

Greeting sound file played to callers during the closed times

(E.g. greeting-***)

Description of destinations follows in this priority order:

• Closed dates: Sets the specific date/s when all calls are redirected to the 'Default Destination'. If the 'Destination' field in the Closed dates is set, calls will not go to the 'Default Destination' but to this number.
• Custom Destinations: Redirects all calls received during set hours to the PBX extension provided here
• Open dates: Sets the working hours during which DID is to redirect calls as set in DID Add/Edit window. If any call is received during the hours not set here, 'Custom Destination' are checked, and if they do not apply, the call is redirected to 'Default Destination' (Closed dates)

Enhanced Ring Group Full

• Redirect Destination

ERG full redirect extension number

(E.g. If ERG 2000 accepts a maximum of 4 users waiting at the same time, any new user that enters ERG 2000 will be redirected to the extension number provided here)

• Redirect to Voicemail

Choose whether the redirect extension is a voicemail

Enhanced Ring Group Timers

• Prioritize ERG Timeout

Set whether to prioritize ERG timeout or not

• Max Wait Seconds:

Maximum time a caller can wait in an ERG. Once this time is exceeded caller will be redirected to 'Max Wait Destination' number or callback will be activated.

(E.g. User A is waiting 5 minutes already in the ERG. If this field is set to 300(300s = 5min), A will be redirected to 'Max Wait Destination' or callback will be activated depending on configuration)

• Max Wait Destination:

This option works along with the 'Max Wait Seconds' field. Drop down to select the extension to which caller will be redirected once time set under 'Max Wait Seconds' exceeds.

(E.g. User A is waiting 5 minutes already in the ERG. If 'Max Wait Seconds' field is set to 300(300s = 5min) and Max Wait Destination option is set, A will be redirected to this destination)

• Is Voicemail:

Set whether the max wait destination is pointing to voicemail.

Greeting

• Greeting:

Select a greeting file that will be played to all callers waiting in this ERG

(E.g. queue-greeting-introduction)

NOTE: Users can record and select a custom sound greeting file, such as "All our representatives are busy...". This file will be played to all callers once they enter the ERG. Please note that the file name has to be in the following format: periodic-announce-.</span>

Position Announcements

There are two types of position announcements: 'Hold Time' (Tells the an ERG position) and 'Periodic Announcements' (Plays custom message)

• Announce Hold-Time:

Enable callers waiting in an ERG to hear the hold-time announcements.

(E.g. Setting this option to 'Yes' will enable the hold-time announcements. A single caller waiting in an ERG would hear 'The estimated hold time is currently N minute. Thank you for your patience' message).

• Announce Position:

Enable callers waiting in an ERG to hear the position announcements.

(E.g. Setting this option to 'Yes' will enable the position announcements. A single caller waiting in an ERG would hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience' message).

• Announce Frequency:

How often to play the hold-time announcement message (time in seconds).

NOTE: If you set this option to '0', the announce message will not be played.

(E.g. If this field is set to 30, a single caller waiting in an ERG will hear 'Your call is now first in line and will be answered by the next available representative. Thank you for your patience.' message every 30 seconds) The estimated hold time is currently N minute.

• Min. Announce Frequency

Specifies the minimum amount of time that must pass before we announce the caller’s position in an ERG again. This is used when the caller’s position may change frequently, to prevent the caller from hearing multiple updates in a short period of time. Default value is 15 seconds.

(E.g.30)

• Announce Round Seconds:

Rounding level for hold-time announcements. If this is set to 0, only minutes, not seconds, are announced; other possible values are 0, 5, 10, 15, 20 and 30.

(E.g. When set to 30, a wait time of 2:34 will be rounded to 2:30.)

Periodic Announcements

• Periodic Announce:

Select the sound file that is played periodically to callers waiting in an ERG

(E.g. Record a message 'Hang in there buddy!' and set it as a periodic announcement. This message will be played to callers every 'Periodic Announce Frequency' seconds)

NOTE: File name has to be in the following format 'periodic-announce-$NAME.gsm'

• Periodic Announce Frequency:

Time interval in seconds at which the periodic message is to be played.

(E.g. If this field is set to 30, all callers waiting in an ERG will hear the 'Periodic Announce' message every 30 seconds, as long as they stay in the ERG).

• First Periodic Announce Delay:

The minimum number of seconds between position announcements. Default value is 15 seconds.

(E.g. 30)

Members Settings

• Static Members Login

Select whether to enable Static Members Login

NOTE: If set to 'Yes', Static Members have to log in/log off manually to start/stop receiving calls. To log in to all ERGs that an Extension is a member of, please enter the default access code: '*200', and to log off, please enter: '*201'. If John Smith is a member of five ERGs, but he wants to log in in a specific ERG and receive calls only from that ERG, he can enter '*200xxx', where 'xxx' represents the ERG number. The same action applies to logging off. If John wants to stop receiving calls from a specific ERG, he can enter '*201xxx', where 'xxx' stands for the ERG number.

NOTE: If the system is restarted or if it crashes, all Static Members will be logged in successfully upon successful system start. If a Static Member is logged in, s(he) can be added to an ERG through the GUI and start receiving calls from that specific ERG, or conversely, deleted from the ERG to stop receiving calls from that specific ERG.

NOTE: If this option is set to 'Yes', please note that reordering of Members and penalty configuration will not work.

• Disable Member Enhanced Services

If set to 'Yes', Enhanced Enhanced that are enabled on the Extension (that are ERG members) will possibly not be applied if an ERG call is passed to them.

(E.g. Yes, No)

NOTE: Please note that this option is set to 'No' by default since enabling this may cause issues with Statistics.

• Ring Strategy

Set the way calls are transferred to ERG members answering the calls.

Available options:

• ringall - Ring all available Members until one answers (default)
• linear - When used with members, the members will be rung in the order in which they are ordered in the GUI. If the 'Static Member Login' option is set to 'Yes', they will ring in the order in which they were logged in.
• leastrecent - Rings the interface that least recently received a call. In a ERG where there are many calls of roughly the same duration, this can work. It does not work as well if a member has been on a call for an hour, and their colleagues all got their last calls 30 minutes ago because the Member who just finished the 60-minute call will get the next one.
• random - Rings a random interface. This actually can work very well and end up being very fair in terms of evenly distributing calls among members.
• rrordered - Same as rrmemory, except the ERG member order from the config file is preserved so interfaces will ring in the order specified in this configuration file. If you use members, the members will be rung in the order in which they were added.

(E.g. linear)

• Member Ring Timeout (sec)

Set the Member's ring timeout

(E.g. '32')

• Autofill

Should callers be served one by one or in parallel fashion

(E.g. With this option turned 'Off', even if there are five members available, calls will not be transferred to them until the first caller waiting in an ERG is connected to the member. When the first caller gets served, caller number two gets served and all others keep waiting. It is recommended to keep this feature always turned 'On' so callers can be served in order)

• Ring Members in Use

Ser whether Members in use should be called when a new caller comes into the ERG

(E.g. If the Member is already in an active conversation, with this option set to 'Yes', the Member's Extension will ring when a new caller enters the ERG)

• Retry All Timeout

Time interval in seconds, for how long to wait before trying the ERG member again.

(E.g. If a member Smith cannot answer the incoming ERG call and hangs up the ringing line, the call will not be transferred back to his extension for a time in seconds provided in this field).

• Timeout Restart

If this option is set to yes and a BUSY or CONGESTION signal is received on the line, the Member's timeout for answering will be reset. This can be useful with Members that have permission to cancel a call with a reject.

(E.g. A call enters the ERG and is transferred to Member X. Member X has a Polycom phone (for example) and sends a BUSY signal by hitting the 'Reject' key. This will reset the internal timer. The call will be transferred to other ERG's Member(s). The original member will not be contacted until all other Members are tried and the call does not get answered by any of them).

• Wrap-up Time (sec):

After a successful call, this will determine how long to wait (time interval in seconds) before sending a new call to a potentially free member.

(E.g. 4)

Incoming Options

• Incoming Options Set the advanced ERG call options.

Available options:

• t - allow the called user to transfer the calling user
• T - allow the calling user to transfer the call
• H - allow the caller to hang up by pressing *
• n - no retries on the timeout; will exit ERGs and go to the next step
• r - ring instead of playing MOH
• C - avoid missed calls in ringall strategy
• w - Instant Recording with Monitor
• x - Instant Recording with MixMonitor

• Ring ('r') timeout

When 'r' is selected as Incoming Options and this timeout is used, ERG will first ring entered number of seconds after which MOH will start

(E.g. 10)

Dial Options:

• t - Allow the called user to transfer the call by hitting #
• T - Allow the calling user to transfer the call by hitting #
• r - Generate a ringing tone for the calling party, passing no audio from the called channel(s) until one answers. Use with care and don't insert this by default into all of your dial statements as you are killing call progress information for the user. Really, you almost certainly do not want to use this. Asterisk will generate ring tones automatically where it is appropriate to do so. 'r' makes it go the next step and additionally generate ring tones where it is probably not appropriate to do so.
• H - Allow the caller to hang up by dialing *
• C - Reset the CDR (Call Detail Record) for this call. This is like using the NoCDR command
• w - Allow the called user to start recording after pressing *1 or what defined in features.conf, requires Set(DYNAMIC_FEATURES=automon)
• x - Allow the called user to start recording the conversation to disk via MixMonitor.

Exit Digit

• Use Exit Digit

Should users be able to exit the ERG by dialing a single digit and be automatically redirected to a preset PBX destination.

Example:

John enters the ERG. A greeting message explains that the user may quit the ERG by pressing the digit defined under the 'Exit Digit' option, and be transferred directly to the operator or some other destination (set under the 'Destination' option).

• Exit Digit

Define the exit digit here. Once this digit is dialed by the user waiting in ERG, it will transfer the call directly to the set 'Destination'

Example:

John enters the ERG. The greeting message explains that the user may quit the ERG by pressing the digit defined here (e.g. 9) and is transferred directly to the operator or some other destination (set under the 'Destination' option).

• Activate Callback:

Choose whether callback should be activated on Exit Digit

• Destination

Local PBX destination number that is dialed once the 'Exit Digit' is dialed.

(E.g. John enters the ERG. The greeting message explains that the user may quit the ERG by pressing the digit defined under the 'Exit Digit' option, and be transferred directly to the PBX destination defined here).

• Is voicemail:

Set whether the exit digit destination is pointing to voicemail.

Abandoned Calls Notification

Here you can set whether there will be any notification when the call inside an ERG is abandoned.

• Enable Notification:

Enable or disable Abandoned Calls Notification feature

• Notification E-mail address:

The e-mail address which will receive notifications of abandoned calls, where an abandoned call is one where the caller hangs up the call while waiting to be answered

(E.g. [e-mail])