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Group Working

 

There are group working features available to advanced users of the Chorus service. 

Feature Description Equipment required Request
Hunt group Hunt groups are a method of distributing telephone calls from a single phone number to a group of several phone handsets. Phone calls can be distributed to one phone after another (in a list or longest idle) or to all the phones at once. A pickup group differs from a hunt group in that the user has to dial a number or press a button to pick up the call, wheras in a hunt group the call will be delivered automatically. Desk phone or soft phone This can be done in Phoneman: http://help.it.ox.ac.uk/chorus/phoneman-devolved-admin#create_hg
Pickup group Pickup groups allow a group of people to pick up any calls for another person in the group from their own phone (**3). It differs from a hunt group in that the user has to dial a number or press a button to pick up the call, whereas in a hunt group the call will be delivered automatically.  Note: a number can only exist in one pickup group. Desk phone This can be done in Phoneman: http://help.it.ox.ac.uk/chorus/phoneman-devolved-admin#create_pug
Call centre These features are more complex than are possible in a hunt group, for instance: menus, night messages, automatically routed calls, statistics and reports on calls.  See here for further information. Desk phone and agent software Create a service request
Manager / EA working

Calls to the 'manager' can be automatically diverted to a 'assistant', unless the caller is on a whitelist, when the call goes straight through.

One 'assistant' can monitor a number of 'managers', make and receive calls on their behalf.

See Key functions for how to use these features.

Desk phone

This can be done in Phoneman: http://help.it.ox.ac.uk/chorus/phoneman-devolved-admin#ea_workspace

Team Call Similar to a pickup group, but available in a soft client.  An alert shows that a call has been made to a person in the group, which can be picked up another person Soft phone Email the service desk for more information

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Written by IT Services. Latest revision 11 May 2018