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A call group routes incoming calls to a specific group of users. This guide provides step-by-step instructions for creating and managing call groups in the Omnia Admin Portal.

This document applies to the following user roles within Omnia:Account Administrator Partner Administrator

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Accessing Call Groups

  1. Navigate to Call Groups:
  • Go to the Admin Portaland sign in.
  • Click the Phone System tab to expand it, then select Call Groups.

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Creating a Call Group

  1. Create a Call Group:
  • Click Add New.

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General Settings

  1. General Settings:
  • Call group extension: Enter the extension number for the call group.
  • Call group name: Provide a descriptive name for the call group.
  • Branch: Select a branch to assign if applicable.

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Enable Additional Features (Optional)

  1. Enable Additional Features:
  • Enable music on hold: Check this box if you want callers to hear music while on hold.
  • Enable skipping extension if on a call: Check this box to skip extensions that are currently on a call.
  • Allow find me, follow me: Enable this feature if you want calls to follow the user.

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Configure Ring Strategy

  1. Configure Ring Strategy:
  • Ring all: Select this option to ring all extensions in the group simultaneously.
    • Select ring time (rings): Choose the number of rings.
  • Sequence: Select this option to ring extensions one after another in a specific order.
    • Enable looping: Check this box to loop back to the beginning if not answered. Once all members have been tried, the sequence rings back to the first member and continues attempting members until the dial timeout is reached.
    • Select ring time (rings): Choose rings before moving to the next extension.
    • Select dial timeout (rings): Choose total rings before forwarding to timeout destination.
Call groups do not support true round-robin distribution, where the starting extension rotates with each new incoming call. For round-robin behavior, use a call queue configured for round-robin distribution.

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Timeout Destination

  1. Timeout Destination:
  • Destination type: Select the action if the call isn’t answered within the ring time.
  • Select destination: Choose the specific endpoint based on the destination type.
  • Add a Destination: Click to configure multiple destinations (button appears based on the selected destination type).
  • Reorder: Use to reorder destinations by clicking and dragging.
  • Delete: Click to remove a destination.
To send unanswered group calls to a shared voicemail box, set Destination type to Voicemail and pick the mailbox. Members of the group can then listen to messages by dialing * followed by the voicemail extension number from their phone.

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Unconditional Forwarding

  1. Unconditional Forwarding:
  • Enable unconditional forwarding: Check this box to forward all calls to a specified destination unconditionally.
  • Destination type: Use the dropdown menu to select the type of destination.
  • Select destination: Choose the specific destination from the available options.
  • Reorder: Use to reorder destinations by clicking and dragging.
  • Delete: Click to remove a destination.

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Assigning Specific Extensions or Actions

  1. Navigate to the Destinations Tab: Destination Type: Select the type of destination, which includes Custom or Ring an Extension. Select Destination: Choose the specific destination based on the type selected. Order of Destinations: If using the “Sequence” ring strategy, ensure the order reflects the desired call routing sequence. Add a Destination: Click to include additional destinations. Reorder: Use to reorder destinations by clicking and dragging. Delete: Click to remove a destination.

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Review and Create

  1. Review and Create:
  • Review all details to ensure accuracy.
  • Click Create to save the call group.
  • Click Yes to confirm.

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Editing a Call Group

  1. Edit a Call Group:
  • Click on the call group you want to edit or click the Edit button next to it.
  • Make your edits. To add or remove an extension from the group, open the Destinations tab — each destination is a ringing member. Use Add a Destination to add an extension, or click Delete next to an extension to remove it.
  • Click Save.
  • Click Yes to confirm and save your changes.

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Deleting a Call Group

  1. Delete a Call Group:
  • Click the Delete button next to the Call Group.
  • Confirm the deletion by clicking Yes.

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Search and Sort

  1. Search for a Call Group:
  • Search Bar: Quickly find specific items by typing the name or a keyword in the search field. The system will filter the list based on your search input, displaying the relevant results.
  • Sort: Click the sort icons next to column headers to arrange items in ascending or descending order.

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Export Call Groups

  1. Export Call Group Details:
  • Click the Export button next to the search field.
  • The system will download a list of the items in CSV format.