A call group (also called a ring group) is a call-handling strategy that directs inbound calls to a predetermined “group” of extensions.

To set up a call group, start by determining which staff members you want to put into a group. Once established:

1. Navigate to the extensions tab in your NEWTCF instance

2. Click on the pencil Icon at the end of the first extension to enter into the extension’s configuration window

3. On the Extension Setting tab, update the Call Group field by selecting ‘1’ from the Call Group drop-down menu

4. Click save

5. Repeat these steps on each extension until all extensions are assigned to the same call group number

6. Ensure to hit the Save and Update button to publish this to the PBX

Call Flow Set up for this Group

You will now need to tell the system how to call into this group of extensions.

1. Navigate back to the main Extensions screen and select an available (unused) Virtual Extension

2. Click on the name field to rename it (e.g.: Sales Call Group or Support Call Group etc...)

3. Click on the Pencil Icon at the end of the line to open up the editing window

4. Navigate to the Call Flow tab of this virtual extension

5. If you want a simple call flow where at all times, all the extensions in the group will ring simultaneously:

   • Using the Default Dial Sequence, select Extension from the drop-down menu

   • Select Group (1) and “then” select voicemail or other options from the drop-down menu, to tell the call what to do, if no one answers after a set number of rings

If you want a more complex call flow with time-of-day scheduling and/or calling extensions in sequence rather than all at one time:

1. Select the Alternate Dial Sequence – “Always enabled” or “Enabled on”.

2. Enter the extensions to receive the calls. You can use the “then” selection to ring one after the other.

3. Ensure the last selection is “then” and instruct the system what to do with the call if no one answers.

4. Note that if you chose “Enabled on”, the default Dial Sequence (top line in orange) needs to be set to tell the calls where to go if the call comes in, outside of the scheduled hours.

Always ensure you save your changes! Then click on Save and Update from the main screen to publish.

You can now add the virtual extension to your Auto Attendant or Live Answer TN Call Flow.