Omnia Admin: Call Groups

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.

Voxo

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

Accessing Call Groups

**Navigate to Call Groups**: - Go to the [**Admin Portal** ](https://app.voxo.co/dashboard)and sign in. - Click the **Phone System** tab to expand it, then select **Call Groups**.

Creating a Call Group

**Create a Call Group**: - Click **Add New**.

General Settings

**General Settings:** - **Call group extension**: Enter the [**extension**](https://scribehow.com/shared/Omnia_Admin_Extensions__-L9BuyfORwK9dnYrMhXwQg?referrer=documents) number for the call group. - **Call group name**: Provide a descriptive name for the call group. - **Branch**: Select a [**branch**](https://scribehow.com/shared/Omnia_Admin_Branches___UJ4yv5wT1qKlkNTqkRvUA) to assign if applicable.

Enable Additional Features (Optional)

**Enable Additional Features**: - **Enable music on hold**: Check this box if you want callers to hear [**music**](https://scribehow.com/shared/Omnia_Admin_Music_On_Hold__Xm10itWOQ5yINYODN6QQcQ?referrer=documents) 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.

Configure Ring Strategy

**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. - **Select ring time (rings)**: Choose rings before moving to the next extension. - **Select dial timeout (rings)**: Choose total rings before forwarding to timeout destination.

Timeout Destination

**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.

Unconditional Forwarding

**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.

Assigning Specific Extensions or Actions

**Navigate to the Destinations Tab:** - **Destination Type:** Select the type of destination, which includes [**Custom**](https://scribehow.com/shared/Omnia_Admin_Custom_Destinations__UhdCAL0gSv2KBHRBil5DnQ?referrer=documents) 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.

Review and Create

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

Editing a Call Group

**Edit a Call Group:** - Click on the call group you want to edit or click the **Edit** button next to it. - Make your edits. - Click **Save**. - Click **Yes** to confirm and save your changes.

Deleting a Call Group

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

Search and Sort

**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.

Export Call Groups

**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.

**Related Documents**: 1. [**Omnia Admin Portal User Guide**](https://scribehow.com/page/Omnia_Admin_Portal_User_Guide__wR-8tvX-TumKH7hgN-nEHw?referrer=documents)**:** Essential steps for navigating and using the Omnia Admin platform. 2. [**Omnia Admin Reports User Guide**](https://scribehow.com/page/Omnia_Admin_Reports_User_Guide__SBv2WAWDROSz4ohbF5e4KA?referrer=documents)**:** This guide helps you navigate and use the reporting features in Omnia. 3. [**Omnia Portal User Guide**](https://scribehow.com/page/Omnia_Portal_User_Guide__krO6wF6TQ86D0Kl4o1JLGg?referrer=documents)**:** Essential steps for navigating and using the Omnia User platform. 4. [**VOXO Mobile Application User Guide**](https://scribehow.com/page/VOXO_Mobile_Application_User_Guide__4pqc5ST2TY2R6f5pgzQvZw?referrer=documents)**:** Key steps for navigating and using the VOXO Mobile app.