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Updated on February 6, 2024

8. Extension groups

Estimated reading: 26 minutes

Extension group

Extension groups are used to group a certain number of UADs/Phones into a single destination. Each extension group is assigned a number, which once dialed, rings all the extensions assigned to the group.

  • Group name

Extension group name

  • Group number

Extension group number

When a user dials this number, all destinations assigned to the ring group will ring.

  • Destinations

Extension numbers assigned to an extension group

Once an extension group number is dialed, all destinations defined here ring at the same time.

  • Last destination

Last destination to be called if none of the destination extensions answers the call.

Add/Edit an extension group

By clicking on the “Add an extension group” or “Edit” button, you access the following number group options:

  • Extension group name

Set an extension group name.

  • Extension group number

Set a number associated with the extension group.

  • Destinations

Extension numbers of the phones you want to associate with the extension group.

(For example, provide here a comma-separated list of extensions (for example 1001,1002,1003…). When an “Extension” group number is dialed, all extensions defined here will ring at the same time).

  • Inbound limit (per call)

If you have a scenario in which a call is sent from the current extension group to the second group and the latter sends the same call back to the first group, the system will only allow this number of loops.

(For example, if this value is set to 1, as it is by default, and the current extension group sends the call to the next group (or to any other object in the system), the return of the same call from this object will not be allowed because the same call can only enter this group once).

Advanced options

These options allow you to fine-tune the pickup group settings with additional options.

General

  • Greeting

Greeting audio file played to callers when the extension group is called.

(For example, by selecting “greeting-default-attendant”, any user who calls this extension group will hear this sound file before all extensions in the extension group are called).

  • Reply to the undefined greeting

If this option is enabled, the extension group will not answer until the appropriate greeting has been selected.

  • Expiration message

Audio file played to the caller if their call is not answered by any of the extensions in the extension group.

  • Loops

How many times should all extensions be dialed again if no one answers?

(For example, John dials a group number 1000, but no one answers his call. If this option is set to “2”, all extensions will be called once more before transferring the call to the “last destination”).

  • Loop mode

Set the loop mode for extension groups by selecting one of the following options:

    • By extension: an extension rings several times before the next one starts ringing.
    • Circular: an extension rings once before the next one starts ringing.

(For example, extension group 1000 has three extensions (101, 102 and 103).

1.First scenario:

  • Loops: set to 3
  • Loop mode: set to "By Extension"
  • Timeout (s): set to « 7 ».
  • Ring strategy: set to “Available extension”

In this scenario, the extension group will ring the extensions respectively and multiple times. This means that extension 101 will ring for 7 seconds, if the call remains unanswered, the extension group will ring extension 101 again for 7 seconds. If the call remains unanswered for the second and third time, the extension group will ring the next extension, 102, and so on.

2. Second scenario:

  • Loops: set to 3
  • Loop mode: set to "Circular"
  • Timeout (s): set to « 7 ».
  • Ring strategy: set to “Available extension”

In this scenario, the extension group will ring the extensions respectively and once. This means that extension 101 will ring for 7 seconds, if the call is unanswered, the same will be repeated for 102 and 103. In this case, no one answered the call in the first loop, the call will enter a second loop and three Extensions will again be dialed in the same way).

  • Timeout (s)

For how many seconds will all the extensions in the dialing group ring before the call is considered unanswered?

(For example, if this option is set to 20, all extensions will ring for 20 seconds before the timeout elapses. Depending on what is defined in the "Loops" field, all extensions will ring again or the call will be transferred to the "last destination").

  • Force the extension group timeout

If set to “Yes”, the extension group timeout will take priority over the extension timeout.

  • Dialing options

Additional call options assigned to an extension group

(For example, to play music to callers of the extension group, set this field to the value 'm($CLASS)', where m = music on hold class, for example m('default'). Please check the details at the bottom of the page).

  • Store unanswered CDRs

An option to exclude unanswered CDR records from a report.

If the option is set to “No”, the following are modified:

    • The call was not answered/canceled: Instead of 2 CDRs generated per extension in the extension group, a single CDR will be stored.
    • The call was answered: Instead of 2 CDRs generated per extension in the dial group, a total of 2 CDRs will be generated (one for the call to the extension group and one for the extension that answered).
  • Ring strategy

This option sets how the extensions in the extension group will ring.

Available options:

  • All – Ring all extensions in the group
  • Least Recent – Ring the extension with the fewest handled calls
  • Available extension – Call each available extension
  • Round-Robin – Like a rotation, except that it remembers where the last round left off.
  • Custom ringtone

Set a custom ring tone for the phones that are part of this extension group.

  • Replace caller ID

Replaces the caller ID with the custom data provided here. This option is used when you want all inbound calls to your extension group to have this value displayed as caller ID information. Along with the custom data, you can use the variable '%CALLERID%', which displays the caller's phone number

  • Extension call rating

By setting the extension call rating, it will be used for the payment of all call charges made from the extension group to its destinations, regardless of the destination called. The pricing only applies to the part of a call – from an extension group to its destination. All call charges are assumed to be paid by the extension call rating.

(For example, an extension group is configured to have two extensions and an external number as destinations, as shown in the example screenshot (Ext.901, Ext.127, and '035200300'). The same extension group has another extension "100 - Operator" defined as a call rating extension. When someone reaches the extension group, the call is billed according to the prices defined in the service plan used by the call rating extension. If it is answered by the external number, this call will go through the trunk and be billed accordingly).

Uptime

Set the system's opening/closing hours. Depending on the time at which the call is received, the call can be redirected to different PBXware destinations.

See TUTORIAL: Uptime

Recording in progress

  • Call recording

Enable the call recording service

(For example, select "Yes" to activate the service. All incoming/outgoing calls will be recorded. If you use call recording with many extensions, check the server disk space from time to time. Please see the bitrate table below).

  • Silent

Define whether call recordings should be announced to the parties in a conversation.

(For example, if Silent=No, callers will hear a message "Recorded" or "This call is recorded" before their conversation begins).

Disk space used by call recording

With a continuous tone for 60 seconds

  • wav49 = 84.5 kb
  • wav = 833.0 kb
  • gsm = 85.0 kb

With a continuous silent tone (no sound) for 60 seconds

  • wav49 = 84.0 kb
  • wav = 827.0 kb
  • gsm = 84.0 kb

Exit digit

  • Exit digit

Exit digits that transfer the call to the “Exit Destination”.

(For example, John dials the extension group number 1000. While all extensions are ringing, John presses the “exit digit” defined here (e.g. 9) and his call is transferred to the “exit destination”).

  • Output destination

The PBXware MT extension to which the call is transferred once the user has dialed the 'Exit digit'.

(For example, John dials the extension group number 1000. While all extensions are ringing, John presses the “exit digit” and his call is transferred to the “exit destination” provided here (for example, 2001)).

Last destination

  • Last destination

Last destination to dial if none of the extensions in the ring group answers the call.

(For example, John dials the extension group number 1000, but no one answers his call. The sound file selected under “Announcement” is played to John and his call is transferred to the extension number defined here).

  • Last Destination is voicemail

Choose whether you want calls to be redirected to the last destination (another extension) or whether you want to set the voicemail as the last destination.

Incoming call confirmation

  • Confirm the call

Choose whether the number called in the extension group list should be prompted to accept or reject the call from the selection group.

  • Confirmation message

Choose to play the default or custom system audio file that is presented to the user when they accept a call from an extension group, but the call has already been answered by someone else.

Enhanced extension groups

Enhanced extension groups are more advanced extension groups in PBXware that offer basic queuing features. They reuse queues with members to achieve better business intelligence. New reporting systems have been put in place with cutting-edge options for a better reporting experience.

  • Name

Enhanced extension group name.

  • Number

Enhanced extension group number.

  • Strategy

Strategy of the enhanced extensions group.

  • Members

Number of members in the enhanced ring group.

Enhanced call groups represent a more advanced type of call group.

With these groups, users can now set up basic queuing functions and reuse queues with members to obtain better business intelligence.

These groups represent a basic version of a queue that allows users to place an extension in it, which allows users to have their mobile devices within that ERG.

Add/Edit an enhanced extension group

  • Enhanced extension group name

Set an enhanced ring group name.

  • Enhanced extension group number

Set an enhanced ring group number.

  • Maximum callers waiting

Maximum number of callers allowed to wait in an enhanced ring group at the same time. This number should be set according to the number of members who answer calls for the enhanced ring group.

(For example, if this field is set to 4, only 4 callers will be allowed to enter the enhanced extension group. If caller number 5 tries to enter the enhanced extension group, they will be transferred to the <%PRODUCT%> 'Redirect Destination' number).

  • Ring to Answer

How many rings will be played to a caller before the call enters the enhanced ring group.

Set this value to 0 if you want calls to hear the enhanced extension group's music on hold as soon as the call is connected.

  • Record enhanced group calls

Define whether the enhanced ring group calls should be recorded or not.

  • Wake up mobile devices

Select whether the enhanced extension group should wake up mobile devices that are asleep or not.

  • Members

Open a screen and add/manage the members of the enhanced extension group.

Members

Clicking the “Members” button opens the “Members” pop-up window in which users can select one or more members and add them to the enhanced extension group.

Click the button + to add the selected members.

The table shows the members of the enhanced extension group with the following details:

  • Name

Members’ names

  • Number of members

Number of the extension on the system

  • On-call duty

This value can be set per member, so that the system can decide which priority to use when sending calls to members.

(For example, set values between 0 and 10, with 0 being the highest priority and 10 the lowest. If the strategy is set to “ringall”, then only the available members with the lowest priorities will ring.).

  • Type

Member type.

  • Search

Search for enhanced extension group members.

The arrow moves an enhanced extension group member up one place in the list.

The arrow moves an extension group member one rank lower in the list

The cross allows you to remove a member.

Advanced options

  • Music on hold

Select the name of the music on hold class. All audio files belonging to this music on hold class will be played to the users of the enhanced extension group.

(For example, user A enters the enhanced extension group. After the greeting is played, all audio files belonging to the selected music on hold class are played in the background).

  • Replace caller ID

Replace the caller ID with the custom value.

  • Language

Set a custom language for all audio files played by the enhanced ring group

(For example, to play audio files in Spanish to all users waiting in the enhanced extension group, type "es" here.

  • Enhanced group URL

Send the following URL to the member's softphone, if it supports this option, and the softphone can open this URL so that the member can see the additional caller information if available. This option must be supported by the softphone to be usable.

Uptime

Set the system's opening/closing hours. Depending on the time at which the call is received, the call can be redirected to different PBXware destinations.

See TUTORIAL: Uptime

Complete enhanced extension group

  • Redirect Destination

Extension number of the full redirection of the enhanced extension group

(For example, if the enhanced extension group 2000 accepts a maximum of 4 users waiting at the same time, any new user who enters the enhanced extension group 2000 will be redirected to the extension number provided here).

  • Redirect to voicemail

Choose whether the redirection extension is a voice mailbox.

Enhanced extension group delay

  • Prioritize the enhanced group timeout

Define whether to give priority to the enhanced ring group timeout or not.

  • Maximum wait seconds

Maximum time that a caller can wait in an enhanced extension group. Once this time is exceeded, the caller will be redirected to the “Maximum wait destination” number or callback will be activated.

(For example, user A has already been waiting 5 minutes in the enhanced extension group. If this field is set to 300 (300s = 5min), A will be redirected to the ‘Max wait destination’ or callback will be activated depending on the configuration).

  • Maximum wait destination

This option works with the "Maximum wait seconds" field. Select from the drop-down menu the extension to which the caller will be redirected once the time set in the "Maximum wait seconds" field is exceeded.

(For example, user A has already been waiting 5 minutes in the enhanced extension group. If the “Max wait seconds” field is set to 300 (300s = 5min) and the Max wait destination option is set, A will be redirected to this destination).

  • Voicemail

Sets whether the maximum wait destination points to voicemail.

Greeting

Select a greeting file that will be played to all callers waiting in this enhanced extension group.

(For example, queue-greeting-introduction).

Announcements of the position in the queue

There are two types of position announcements: "position in the queue" (indicates the position of the enhanced ring group) and "periodic" (broadcasts a custom message).
  • Announcements of the position in the queue
Allows callers waiting in an enhanced extension group to hear waiting-time announcements. (For example, if this option is set to “Yes”, waiting-time announcements will be enabled. A single caller waiting in an enhanced extension group will hear the following message: “The estimated wait time is currently N minutes. Thank you for your patience”).
  • Announce position
Allow callers waiting in an enhanced extension group to hear position announcements. (For example, if this option is set to “Yes”, position announcements will be enabled. A single caller waiting in an enhanced extension group will hear the following message: “Your call is now first in line and will be answered by the next available representative. Thank you for your patience”).
  • Announce frequency
Frequency of broadcasting the wait time announcement message (duration in seconds).
  • Min. announcement frequency

Specifies the minimum time that must elapse before we announce the caller's position again in an enhanced extension group. This value is used when the caller's position may change frequently, to prevent the caller from hearing multiple updates in a short period of time. The default value is 15 seconds.

  • Rounded seconds announcement

Rounding level for hold time announcements. If this parameter is set to 0, only minutes, not seconds, are announced; the other possible values are 0, 5, 10, 15, 20 and 30.

Periodic announcements

  • Trunk announcement

Select the audio file that is played periodically to callers waiting in an enhanced extension group

(For example, record a message “Hang in there, buddy!” and set it as a periodic announcement. This message will be played to callers every “Periodic Announcement Frequency” seconds).

  • Plays a periodic Beep

Time interval in seconds during which the periodic message must be played.

(For example, if this field is set to 30, all callers waiting in an enhanced extension group will hear the "Periodic announcement" message every 30 seconds, as long as they remain in the enhanced extension group).

  • First periodic announcement delay

The minimum number of seconds between position announcements. The default value is 15 seconds.

Members settings

  • Static member login

Select whether you want to enable static member login.

  • Disable Enhanced services for members

If this option is set to ‘Yes’, the enhanced services that are enabled on the extension (which are members of the enhanced ring group) may not be applied if a call from the enhanced ring group is passed to them.

  • Ring strategy

Define how calls are transferred to the members of the enhanced ring group who answer the calls.

Available options:

  • Rings all – Ring all available members until one answers (default)
  • Linear – When used with members, the members will be rung in the order in which they are listed in the GUI. If the “Static member login” option is set to “Yes”, they will ring in the order in which they logged in.
  • Least recent – Rings the interface that has received the fewest calls recently. In an enhanced extension group where there are many calls of roughly the same duration, this can work. It does not work as well if one member has been on a call for an hour and their colleagues have all received their last call 30 minutes ago, because the member who just finished the 60-minute call will receive the next one.
  • Random – Rings a random interface. This can actually work very well and end up being very fair in terms of distributing calls among the members.
  • rrordered – Same as rrmemory, except that the order of the enhanced extension group members from the configuration file is preserved so that the interfaces ring in the order specified in this configuration file. If you use members, the members will be rung in the order in which they were added.
  • Member ring delay (sec)

Set the member ring delay

  • Auto-fill

Should callers be served one by one or in parallel?

(For example, if this option is "disabled", even if five members are available, calls will not be transferred to them until the first caller waiting in an enhanced extension group is connected to the member. When the first caller is served, caller number two is served and all others continue to wait. It is recommended to always keep this feature enabled so that callers are served in order.)

  • Ring Members in use

Define whether members on duty should be called when a new caller enters the enhanced ring group.

(For example, if the member is already in an active conversation, if this option is set to "Yes", the member's extension will ring when a new caller enters the enhanced extension group.)

  • Retry all timeout (s)

Time interval in seconds, to determine how long to wait before retrying the enhanced ring group member.

(For example, if a member Smith cannot answer an incoming enhanced extension group call and hangs up the ringing line, the call will not be transferred to his extension for a duration in seconds indicated in this field).

  • Restart timeout

If this option is set to yes and a BUSY or CONGESTION signal is received on the line, the member’s answer timeout will be reset. This can be useful for members who have permission to cancel a call with a rejection.

(For example, a call enters the enhanced extension group and is transferred to member X. Member X has a Polycom phone (for example) and sends a BUSY signal by pressing the "Reject" key. This will reset the internal timer. The call will be transferred to one or more other members of the enhanced extension group. The original member will not be contacted until all other members have been tried and none of them have answered the call).

  • Wrap-up time (sec)

After a successful call, this will determine how long to wait (time interval in seconds) before sending a new call to a potentially free member.

Inbound Call Options

Sets the advanced call options for the enhanced extension group.

Here is the list of available options:

Exit digit

  • Use exit digit

Users should be able to leave the enhanced extension group by dialing a single digit and be automatically redirected to a predefined PBXware destination.

Example:

John enters the enhanced ring group. A welcome message explains that the user can leave the enhanced ring group by pressing the digit defined in the "Exit digit" option, and be transferred directly to the operator or another destination (defined in the "Destination" option).

  • Exit digit

Set the exit digit here. Once this digit is dialed by the user waiting in the enhanced ring group, the call will be transferred directly to the defined "Destination".

Example:

John enters the enhanced ring group. The welcome message explains that the user can leave the enhanced ring group by pressing the digit defined here (for example, 9) and is transferred directly to the operator or another destination (defined in the "Destination" option).

  • Enable callback

Choose whether the callback should be enabled on the exit digit.

  • Destination

Destination number of the local PBXware that is dialed once the "Outbound Digit" is dialed.

(For example, John enters the enhanced extension group. The greeting explains that the user can leave the enhanced extension group by pressing the digit defined in the “Exit digit” option, and be transferred directly to the PBXware destination defined here).

  • Voicemail

Define whether the exit digit destination points to voicemail.

Abandoned call notices

Here, you can define whether there will be a notification when the call within an enhanced extension group is dropped.

  • Enable the notification bar

Enable or disable the abandoned call notification feature.

  • Notification email address

The email address that will receive abandoned call notifications, an abandoned call being a call where the caller hangs up while waiting for an answer.

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8. Extension groups

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