There are different types of groups

• Agent groups
• User groups
• Manager groups
• Extension groups

Users, Agents or Extensions that are in the same group can pick up calls from other group members.

Agent groups

Agents are organised via Groups to be able to receive routed calls. The Group must be assigned to a Router.

1. In the left-hand Explorer pane, navigate to: Resources > Groups > Agent Groups. Existing Agent Groups will be listed.
2. Click Add. Enter a Name for the new Agent Group. 
3. Click Add again to confirm.
4. A new group entry appears. Fill in the fields under the various tabs (e.g., General, Members, Routing).

General options

1. Checking DisplayRestricted prevents searching this group in the Client (can be overruled by Operators).
2. Group Phonenumber:
   1. Option 1: If the Group phonenumber is left empty, the group can only be reached via a Router in the call flow. 
   2. Option 2: If the Group phonenumber is a media channel, then direct calls to this Group phonenumber will start the call flow defined for that media channel. This will also allow for fallback to this group if the media channel is not registered anymore (e.g. because of contact server failure). For routed calls, UCS will normally route to the ‘longest idle’ or ‘best skilled’ agent (if skill-based routing is used). If Hunt type = MultiRing, then ‘all’ Available Agents will ring. In this case the first Agent who answers will get the routed call. 
   3. Option 3: If the Group phonenumber is not a media channel,l then direct calls to this Group phonenumber will start calling an agent who is Available as Agent or Available as User according the defined Hunt type and in the order as defined.

Agent group members

Click on Add and select one or more Agents from the dropdown and make them member of this Group.

Group routers

Here you can see which Router this Agent group is assigned to. You can assign this Agent group to another Router here. Assigning this Agent group to a Router on the Router itself gives more options.

User groups

Users can be assigned to one or multiple User Groups. When a call is placed to a User Group's number, the UCS system will attempt to reach individual group members based on the configured hunt type.

If Check User Status is enabled, only users with the status Available will be considered for the call.

Should all users be engaged or unavailable, calls will be forwarded to the designated Overflow Number after the specified queue timeout. If no Overflow Number is configured under these circumstances, the call will be disconnected.

If a Forwarding Destination is specified, all calls to the User Group—regardless of user availability—will be redirected to that destination.

1. c

5. Click ‘Add’
6. Click on the newly created user group to edit/amend the group members using the various option buttons.

User group notes

• User Groups can be created automatically via Active Directory import. In that case no Users can be added to this Group in the Administrator. 
• You can change the order in which the Users are called in the User Group by using the MoveUp/MoveDown buttons 
• Forwarding destination can be activated/deactivated default by dialling *26 and #26 
• With the ‘Convert to agent group’ button you can convert a User Group to an Agent Group and create all members as Agent. From that moment on Users are automatically imported as Agent in the Agent Group if the group exists in Active Directory

Manager Groups

A Manager Group consists of a group of users assigned one of two roles: Manager or Assistant.

Each Manager Group can include one Manager, while all other members are designated as Assistants. When a call is made to the Manager's Office phone, it is automatically forwarded to an available Assistant, following the order defined by the group’s hunt type. Only Assistants are permitted to reach the Manager by calling their Office number.

If Managers need to contact one another, they must be included in a separate User Group that contains all Managers who require mutual calling access.

Users assigned the Assistant role can belong to multiple Manager Groups, whereas a Manager can only be assigned to a single Manager Group.

All members of a Manager Group must either have a local Office phone or be logged in on a local or remote extension. Note that third-party extensions are not supported in this configuration.

If all users are busy or unavailable (and Check User Status is enabled), calls to the Manager Group will be forwarded to the specified Overflow Number after the defined queue timeout. If no Overflow Number is configured, the call will be disconnected.

To create a new Manager group:

1. In the left-hand Explorer pane, navigate to: Resources > Groups > Manager Groups. Existing Manager Groups will be listed.
2. Click Add. Enter a Name for the new Manager Group. 
3. A new group entry appears. Fill in the fields.
4. Click Add again to confirm.

Extension Groups

Extension groups are groups of physical Extensions, so not user-related. They can be organised as fixed, cyclic or multiple ring groups. It is not relevant if Users are logged in on those extensions.

• You can only add defined Extensions or Remote extensions to an Extension group 
• You can change the order in which the Extensions are called in the Extension Group by using the Up and Down buttons 
• A Group Extension that has follow-me active will be skipped 
• If Keep last extension in is checked, it is not possible to deactivate the last extension from the group.