Navigate to <https://dashboard.joonto.com/Workgroups>

Click "Add New". You will have the option to select and create:

**Simultaneous**

**Sequential**

**Round Robin**

**IVR**

**Group Voicemail**

**\*\***\*Best Practice - In the lower right hand corner, select **CREATE** immediately after you Name your workgroup. This will auto save any changes you make as you are creating your workgroup. It is also helpful if you have created your Workgroup **Schedules** in advance. **Tab** from one field to the next to ensure each field is populated.

Click the "Name" field and title your **Workgroup.** 

Please click **"Create"** to enable auto save feature to a **Workgroup**.

Create Button - auto saves your workgroup as you're editing and ensures all fields are available to edit.

Click the **Workgroup Type** dropdown to begin creating your **Workgroup**.

It is best practice to "work backwards" by creating your **schedules** and **voicemail groups** first. This allows you to easily fill in your **IVR Menus** and other workgroups without having to backtrack to Scheduling and VM Groups.

Simultaneous
Sequential
Round Robin
IVR Menu
Group Voicemail

**Group Voicemail** 

Click the "Announcement Text" field. In the blank field, type out your Voicemail message that will be automated by our AI Bot, June. When you tab out of the field, you will see a small "Play" button to the right of your text. Click to hear your Announcement Text.

Click **Add Group Voicemail User**. From the dropdown, select any LINE/ User that will need to be notified of a VoiceMail message in the mailbox.

Once you have added all of the Voicemail Users, select how they are to receive notifications. They can opt for both SMS and Email. There will be a direct link to the voicemail message in both SMS and Email notifications.

**Best Practice** Have both notifications turned on for all recipients. If you delete the text or email, you can find the notification in your Joonto dashboard.

**Schedules** -From the Workgroup dropdown, select **Schedules**, click **Add New**

Best Practice: Get all of your afterhours schedules created along with your daytime schedules. Create a Holiday Hours schedule as well if applicable.

Best Practice: If you're always open - create a schedule and select the always open option.

Click the "**Name**" field and add the schedule name.

Best Practice: Name the schedule the same as the workgroup. Accounting Workgroup = Accounting Schedule/Accounting Afterhours/etc.

Click the dropdown to set the hours for your daily schedule. Click **Next** when your hours are set. You will insert this **Schedule** into a workgroup.

1:00 AM
2:00 AM
3:00 AM
4:00 AM
5:00 AM
6:00 AM
7:00 AM
8:00 AM
9:00 AM
10:00 AM
11:00 AM
12:00 PM
1:00 PM
2:00 PM
3:00 PM
4:00 PM
5:00 PM
6:00 PM
7:00 PM
8:00 PM
9:00 PM
10:00 PM
11:00 PM
12:00 AM

Creating a **Simultaneous Workgroup**

From the **Manage Workgroups** tab, select **Add New** and **Name** your Workgroup --&gt; Hit **CREATE** in lower right corner

If you want calls recorded/transcribed within this ring group, slide Record Call or Transcribe Recording buttons **On**

**Simultaneous** has the capability to ring more than one phone at the same time. Users within the workgroup will hear a message that says "Please press 1 to accept the call" when they answer. The first person to press 1, will be sent the call.

Click **Announcement Text** field. You can add a greeting, or allow the caller to hear ringing. After entering your Announcement text, click out of the field and the blue "play" button will appear to the right of the box. You can listen to your greeting.

Best Practice: Announcement text can say "Please hold while we connect you to the next available agent".

Make sure that the proper Time Zone is selected for the **Simultaneous Ring Group**

(UTC-12:00) International Date Line West
(UTC-11:00) Coordinated Universal Time-11
(UTC-10:00) Aleutian Islands
(UTC-10:00) Hawaii
(UTC-09:30) Marquesas Islands
(UTC-09:00) Alaska
(UTC-09:00) Coordinated Universal Time-09
(UTC-08:00) Baja California
(UTC-08:00) Coordinated Universal Time-08
(UTC-08:00) Pacific Time (US & Canada)
(UTC-07:00) Arizona
(UTC-07:00) La Paz, Mazatlan
(UTC-07:00) Mountain Time (US & Canada)
(UTC-07:00) Yukon
(UTC-06:00) Central America
(UTC-06:00) Central Time (US & Canada)
(UTC-06:00) Easter Island
(UTC-06:00) Guadalajara, Mexico City, Monterrey
(UTC-06:00) Saskatchewan
(UTC-05:00) Bogota, Lima, Quito, Rio Branco
(UTC-05:00) Chetumal
(UTC-05:00) Eastern Time (US & Canada)
(UTC-05:00) Haiti
(UTC-05:00) Havana
(UTC-05:00) Indiana (East)
(UTC-05:00) Turks and Caicos
(UTC-04:00) Asuncion
(UTC-04:00) Atlantic Time (Canada)
(UTC-04:00) Caracas
(UTC-04:00) Cuiaba
(UTC-04:00) Georgetown, La Paz, Manaus, San Juan
(UTC-04:00) Santiago
(UTC-03:30) Newfoundland
(UTC-03:00) Araguaina
(UTC-03:00) Brasilia
(UTC-03:00) Cayenne, Fortaleza
(UTC-03:00) City of Buenos Aires
(UTC-03:00) Greenland
(UTC-03:00) Montevideo
(UTC-03:00) Punta Arenas
(UTC-03:00) Saint Pierre and Miquelon
(UTC-03:00) Salvador
(UTC-02:00) Coordinated Universal Time-02
(UTC-02:00) Mid-Atlantic - Old
(UTC-01:00) Azores
(UTC-01:00) Cabo Verde Is.
(UTC) Coordinated Universal Time
(UTC+00:00) Dublin, Edinburgh, Lisbon, London
(UTC+00:00) Monrovia, Reykjavik
(UTC+00:00) Sao Tome
(UTC+01:00) Casablanca
(UTC+01:00) Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna
(UTC+01:00) Belgrade, Bratislava, Budapest, Ljubljana, Prague
(UTC+01:00) Brussels, Copenhagen, Madrid, Paris
(UTC+01:00) Sarajevo, Skopje, Warsaw, Zagreb
(UTC+01:00) West Central Africa
(UTC+02:00) Athens, Bucharest
(UTC+02:00) Beirut
(UTC+02:00) Cairo
(UTC+02:00) Chisinau
(UTC+02:00) Damascus
(UTC+02:00) Gaza, Hebron
(UTC+02:00) Harare, Pretoria
(UTC+02:00) Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius
(UTC+02:00) Jerusalem
(UTC+02:00) Juba
(UTC+02:00) Kaliningrad
(UTC+02:00) Kha

The **On-Hold Music** option allows you to select what the caller will hear after the announcement text.

Joonto Default Hold Music

Ringing

Or MP3/ Audio that you upload

To upload your own Hold Music or pre-recorded MP3 files, select the **upload now** button, name it, and choose the file from your computer.

If your **Simultaneous Workgroup** has an assigned extension, you can enter it into the Extension Field.

The next field is **Workgroup Caller ID.** This is what your employees will see/hear when they answer a call.

Select from : Workgroup Dialed Number, Caller's Number, or Caller's vSYNC number if they are a stored contact in your CRM

Actual Caller's Number
Actual Caller's vSYNC Number
Workgroup Dialed Number

If you want our AI to announce the **Workgroup Caller ID** phone number to your users, please move the slider to the **ON** position.

Add your **Simultaneous Workgroup Schedules** from the dropdown, and then create your **ON Hours Workflow**

Click **Add New Workflow** - This is where you will add all users that will be in the **Simultaneous** workgroup. Simultaneous is set to ring for 30 seconds, and if nobody answers (by pressing 1, and accepting the call) then it will flow to the FINAL STEP.

* Joonto - Workgroups -Creating and Configuring