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 points at the group directly.
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
Section titled “What you configure here”Open + New user group:
On the agent
Section titled “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 | 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
Section titled “First setup - Support the agent can name”- Seat at least one person on Active directory (two is better for a real queue).
- + New user group - name it (for example Support), set extension, Ring all, add members, enable, Save.
- Optional: one sentence in When should the AI transfer here?
- Agent - Call handling - Transfer - On - add User group Support, or Allow any destination.
- Routing prompt: support questions go to Support. Call the production DID and ask for support.
Troubleshooting
Section titled “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.