Extension Groups
Purpose
Organize extensions into logical groups for easier management, call distribution, and reporting.
What Are Extension Groups?
Organization Methods
Extension groups are collections of extensions organized by:
- Department: Sales, Support, Engineering, HR
- Function: Ring groups, hunt groups, call queues
- Location: Office branch or floor
- Team: Project teams, shift groups
Use Case: Route calls to "Sales" group, generate reports by department, apply settings to multiple users at once.
Group Types
Purpose
Logical grouping for organization and permissions.
Features:
- No call distribution
- Used for visibility control
- Reporting and analytics
- Bulk configuration
Example: "Management Team" group for reporting purposes.
Purpose
Simultaneously ring multiple extensions.
Features:
- All extensions ring at once
- First to answer gets the call
- Configure ring timeout
- Fallback destination (voicemail, IVR)
Use Case: Reception area with 3 receptionists.
Purpose
Ring extensions in sequence until someone answers.
Features:
- Ring first extension
- If no answer, try next extension
- Continue through list
- Define ring order and timeouts
Use Case: Sales team where calls go to next available rep.
Purpose
Queue calls when all agents are busy.
Features:
- Hold callers in queue
- Play music on hold
- Announce position and wait time
- Route to available agent
- Max wait time and queue length
Use Case: Customer support with high call volume.
Configuration
Create Group
Navigate to Extension Groups > Add Group
Configure basic settings:
- Group Name: Descriptive name (e.g., "Sales Team")
- Group Number: Extension to dial the group (e.g., 6000)
- Group Type: Basic, Ring Group, Hunt Group, or Queue
Add Members
Select extensions to include:
- Search and select from extension list
- Add/remove members
- Set member priority (for hunt groups)
Ring Strategy
Configure ring behavior:
All members ring simultaneously
Sequential ringing by priority
- Random: Random member selection
- Least Recent: Ring member with longest idle time
- Fewest Calls: Ring member with fewest calls today
Call Handling
Set timeouts and destinations:
- Ring Timeout: How long each member rings (10-60 seconds)
- No Answer Destination: Voicemail, IVR, external number
- Enable Voicemail: Group voicemail box
Queue Settings (Optional)
For Call Queues, configure:
- Maximum Wait Time: Auto-exit after X seconds
- Maximum Queue Length: Limit simultaneous waiting callers
- Position Announcements: "You are caller number 3"
- Music on Hold: Select audio file
- Periodic Announcements: Play message every X seconds
Save
Click Save to activate group
Advanced Features
Purpose
Agents can dynamically join or leave queue.
Methods:
- Dial feature code (*80 to login, *81 to logout)
- Linkus app toggle
- Supervisor panel control
Use Case: Agents log in at shift start, log out during breaks.
Purpose
Give agents time after call before receiving next call.
- Configuration: 0-300 seconds
- Use Case: Agents need time to document call notes.
Purpose
VIP callers jump to front of queue.
Configuration:
- Define VIP caller ID list
- Set priority level (1-10)
- VIP callers skip ahead
Purpose
Redirect calls when queue is full or wait exceeds maximum.
Destinations:
- Another queue
- Voicemail
- IVR menu
- External callback system
Reporting
Extension Group Reporting
Extension groups enable targeted reporting:
- Call Volume: Calls by group
- Answer Rate: Percentage answered vs. abandoned
- Average Wait Time: Queue performance
- Agent Performance: Calls per agent, average handle time
Permissions
Access Control
Control group access and visibility:
- View Permission: Who can see the group in directories
- Call Permission: Who can call the group
- Management Permission: Who can modify group settings
- Agent Permission: Who can join as queue agent
Configuration Steps
Navigate
Go to Extension Groups and click Add Group
Basic Setup
Enter Group Name, Group Number, and select Group Type
Add Members
Add Members and configure Ring Strategy
Call Handling
Set Call Handling rules and Queue Settings (if applicable)
Advanced Features
Enable Advanced Features as needed and set Permissions
Save
Click Save
Result
Extension group is active and can receive calls.
Best Practices
Recommendations
- Naming: Use clear, descriptive names (Sales-East, Support-Tier1)
- Size: Keep groups manageable (5-15 members for ring groups)
- Timeouts: Balance between caller patience and thorough ringing
- Fallback: Always configure no-answer destinations
- Testing: Test call flow before going live
- Monitoring: Review reports regularly to optimize performance