* Joonto - Workgroups -Creating and Configuring

Instructions on Ring Groups, Group Voicemail, Schedules, and IVR

Brenda Jensen
41 steps
3 minutes

Joonto

Stripe

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.

**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.

Creating a **Simultaneous Workgroup** From the **Manage Workgroups** tab, select **Add New** and **Name** your Workgroup --> 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**

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

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.

If **Nothing selected** shows as your last step - the call will hang up on your caller. \*Best Practice - ensure that a **VM Group** or another workgroup is listed as your **Last Step**

To remove a user from a **Simultaneous** workgroup, click on the **"X"** to the right of the user, **or** select a new user from the dropdown line to replace the original user.

Creating a **Sequential Workgroup** From the **Manage Workgroups** tab, select **Add New** and Name your Workgroup --> Hit **CREATE** in lower right corner If you want calls recorded/transcribed within this ring group, slide Record Call or Transcribe Recording buttons On From the **Workgroup Type** dropdown, select **Sequential** **Sequential will always ring in the same order.** The first person listed will get the call first. You **MUST** select the amount of time the call rings before moving on to the next person. 30 seconds (5-6 rings). Sequential calls must ring to a direct USER LINE.

If you are porting numbers to Joonto, we will fill in the **Joonto Phone** number - just let your onboarding specialist know! If you're purchasing a new number, select **Add New.** **Announcement Text** 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. \*\*\* Refresh your page if the play button doesn't appear **Time Zone -** Select your Time Zone **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 **Workgroup Extension** Add an extension if needed **Workgroup Caller ID** This is what your employees will see/hear when they answer a call. There is a slider that says **Announce Workgroup Caller** if they need an audio prompt. Select from : Workgroup Dialed Number, Caller's Number, or Caller's vSYNC number if they are a stored contact in your CRM

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

**Time between calls** or **Time of each ring sequence.** If caller 1 doesn't answer, how long do you want their phone to ring before it moves to the 2nd caller. Default is 0 seconds so please make sure to change this! Ring times: 15 seconds 3 or 4 rings 30 seconds 5 or 6 rings

After adding **Users** to your workflow order, Click **Last Step -** make sure to have a Group VM or place for the call to END.

Creating an **IVR** Workgroup \ From the **Manage Workgroups** tab, select **Add New** and Name your Workgroup --> Hit **CREATE** in lower right corner Some of the features, such as Transcription and Call Recording are not options in the **IVR**

Step

In your Workgroup dropdown menu, select **IVR Menu.** If you are porting numbers to Joonto, we will fill in the Joonto Phone number - just let your onboarding specialist know! If you're purchasing a new number, select **Add New.** You will walk through the same process as when you created your account. Please fill out your **Announcement Text** with your **IVR options:** **Example:** Thank you for calling Joonto. For sales press 1. For onboarding press 2. For Billing press 3. To speak to our receptionist, press 4. Make sure your **Time Zone** is selected based on hours of operation.

If your **IVR** has an internal extension, please add it in the Extension field.

Click **Add New Workflow** for each user you want to add in the **Sequential Workgroup.**\ You can re-arrange the call flow by hovering over the dotted bar on the left. Grab and move the user to whatever position they need to be in the sequence.

From the **Schedule** dropdown menu, insert your **IVR** ON Hours Schedule as well as Off Hours call routing schedule. **Workflow - ON Hours** best practice is to review your announcement text and add the correct amount of Workflow Order dropdowns as mentioned in your **IVR** message. Default settings include 0 and Timeout

From the **Workflow Order** dropdowns, select the corresponding Workgroup, USER, or IVR Menu for each number. **Example:** Thank you for calling Joonto. For sales press 1. - From the dropdown, you would select the Sales Workgroup which might be a simultaneous, round robin, or sequential workgroup or possibly a single user For onboarding press 2. This might be a single user like a manager, or can be any Workgroup or VM Group Mailbox For Billing press 3. - route to billing workgroup, mailbox, etc. To speak to our receptionist, press 4.

There are 2 defaults in your **IVR Menu** 0 = Callers often press 0 thinking it will get them direct to an operator. Make sure that this default routes somewhere. You can also route it back to the IVR if you don't have an operator/receptionist option Timeout = Callers often want to hear the Menu options a second time and they don't hit any button. You can route the Timeout to a VM message, to the operator, or back to the IVR Announcement

Creating a **Round Robin Workgroup** \ From the Manage **Workgroups** tab, select **Add New** and Name your Workgroup --> Hit **CREATE** in lower right corner. \ If you want calls recorded/transcribed within this ring group, slide Record Call or Transcribe Recording buttons **On** \ From the Workgroup Type dropdown, select **Round Robin** \ **Round Robin** distributes your call volume evenly to the next available agent. You MUST select the **Time Between Calls**/rings so that the call can move forward in the Round Robin if an agent does not answer or rejects the call it will then move on to the next person. 30 seconds (5-6 rings).

Click **Announcement Text** field. You can add a greeting, or allow the caller to hear ringing, or hold music when they land at the **Round Robin Workgroup**. 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. \*\*\* You might have to refresh your screen to enable the play button Best Practice: Announcement text can say "Please hold while we connect you to the next available agent" - then the call will move forward and whatever you have selected from On-Hold Music is what they will hear until the call is answered.

If you are porting numbers to Joonto, we will fill in the **Joonto Phone** number - just let your onboarding specialist know! If you're purchasing a new number, select Add New.\ **Time Zone** - Select your Time Zone\ **On-Hold Music** option allows you to select what the caller will hear after the announcement text. Options: Default Hold Music, Ringing, Or MP3/ Audio that you upload\ **Workgroup Extension** Add an extension if needed\ **Workgroup Caller ID** This is what your employees will see/hear when they answer a call. \*There is a slider that says **Announce Workgroup Caller** if they need an audio prompt. Select from : Workgroup Dialed Number, Caller's Number, or Caller's vSYNC number if they are a stored contact in your CRM

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

You MUST select the **Time Between Calls**/rings so that the call can move forward in the **Round Robin.** If a caller does not answer or rejects the call it will then move on to the next person. 30 seconds (5-6 rings).20 seconds = 4-5 rings

After adding **Users** to your **Round Robin** workflow order, Click **Last Step -** make sure to have a Group VM or place for the call to END.