Answer group settings for agents

As an agent in an answer group there is some settings that you can configure to ease your workday. 

How do I know which answer group the call comes from?

As an agent you can be logged in in serval answer groups at once. To answer appropriate you need to see which group is calling, this is how you do it: 

• When you receive a call, it will be stated which answer group the person has called at the bottom of the notification. 

• If you have a numeric ID active on an answer group the number will be display at the end of the caller ID for calls to agents on mobile phone. 
  
  A regular caller ID: +46700 00 00 00
  
  A caller ID with numeric ID: +46700 00 00 004444
  
  In this case "4444" is the numeric ID. 

How to use activity statuses to determine your availability in answer groups

• You could either set up a new one or configure an existing
  1. Click on your avatar
  2. Click on
  3. Click on
  4. Click on    to create a new or expand an existing status
  5. Under answer groups, toggle on / off  to determine your availability in answer groups when the status is active
  6. Click save

• You could either set up a new one or configure an existing

  1. Tap your avatar
  2. Tap
  3. Tap
  4. Tap   to create a new or expand an existing status
  5. Under answer groups, toggle on   / off  to determine your availability in answer groups when the status is active
  6. Tap save

Choose which devices answer groups should ring on 

• You could either set up a new one or configure an existing
  1. Click on your avatar
  2. Click on
  3. Click on
  4. Click on    to create a new or expand an existing status
  5. Under answer groups, toggle on  "available in answer groups"
  6. Toggle on  the device(s) where you want to receive calls
  7. Click save

• You could either set up a new one or configure an existing

  1. Tap your avatar
  2. Tap
  3. Tap
  4. Tap   to create a new or expand an existing status
  5. Under answer groups, toggle on  "available in answer groups"
  6. Toggle on  the device(s) where you want to receive calls
  7. Tap save