# User Groups

**Telephony - User Groups** is a support or sales line: several seated users, one extension, a ring order you pick. Transfer type **User group** and inbound / trunk defaults pick the group by name.

This is a destination, not how the AI answers inbound. Inbound still lands on an agent (or a trunk default). The agent then hands off to the group - or a [route](https://docs.voicelogica.ai/telephony/routing/) points at the group directly.

  <ShotPlaceholder
    src="/assets/telephony/user-groups.png"
    name="tel-groups"
    alt="Telephony User Groups empty state"
    capture="Telephony User Groups."
  />

Empty state: **No user groups yet** - *Create a user group to ring several users on one extension — perfect for a support line or a sales team.* Button: **+ New user group**.

## What you configure here

Open **+ New user group**:

- **Name** (required) — What Transfer and the routing prompt should say ("Support", "Billing").
- **Extension** (required) — The short number. It appears on [Active directory](https://docs.voicelogica.ai/telephony/active-directory/).
- **Ring strategy** — **Ring all**, or other strategies (in order / rotating). Help text: how members are rung — all at once, in order, or rotating.
- **Ring timeout (s)** — How long to ring before giving up / falling back.
- **Enabled** — When off, calls to this extension are not routed to the group.
- **When should the AI transfer here?** — Shown to the AI agent so it knows when to send callers here. Only used when at least one member is online.
- **Members** — Seated users from Active directory / Team and access.

  <ShotPlaceholder
    src="/assets/telephony/user-groups-form.png"
    name="user-groups-form"
    alt="New User Group drawer"
    capture="New User Group form."
  />

## On the agent

| Agent place | What this tab supplied |
|-------------|------------------------|
| **Call handling - Transfer** type **User group** | The groups you created. **Allow any destination** includes enabled groups. |
| **Channels - Telephony** / [Routing](https://docs.voicelogica.ai/telephony/routing/) | Destination type **User group** on a trunk default or inbound override. |
| **Call settings - Inbound fallback** | **When busy** / **When no answer** can be a user group. |

## First setup - Support the agent can name

1. Seat at least one person on [Active directory](https://docs.voicelogica.ai/telephony/active-directory/) (two is better for a real queue).
2. **+ New user group** - name it (for example Support), set extension, **Ring all**, add members, enable, **Save**.
3. Optional: one sentence in **When should the AI transfer here?**
4. Agent - **Call handling - Transfer** - On - add **User group** Support, or **Allow any destination**.
5. Routing prompt: support questions go to Support. Call the production DID and ask for support.

## Troubleshooting

**I cannot add members**

There are no seated users left to add, or none exist. Invite or seat them under **Team and access**, then come back.

**The agent cannot pick this group**

Create and **Enable** the group first. Then add it on Transfer or turn **Allow any destination** on.

## Next Steps

[Transfer](https://docs.voicelogica.ai/telephony/transfer/) - point *this* agent at the group.  
[Call Transfers](https://docs.voicelogica.ai/telephony/call-transfers/) - only if an IVR needs a dial digit.  
[Active directory](https://docs.voicelogica.ai/telephony/active-directory/) - confirm the extension shows.