Groups
This tab is used to manage groups and members. To create a new group, click the Add button in the top right corner and type a name for the new group in the field labeled Group Name. From the Type drop-down list, choose the role of your own account in the group. To edit an existing group, choose it from the drop-down list labeled Choose…. If your account has the Groups privilege enabled, the selected group can be renamed or deleted by clicking the respective button in the top right corner.
Important: You can only join the group if a phone is assigned to your account. If no phone is assigned, the option Type won’t be available and you won’t be able to join the group.
Also, unless your account has the Admin privilege (see Privileges), only groups you’re a member of can be accessed from the Choose… drop-down list. Therefore, make sure to select either Member or Manager from the Type drop-down list, otherwise you won’t be able to access the group you created.
Depending on the user’s privileges, and if a group manager exists or not, different options and sections are displayed.
General
This section is only available to accounts that have the Groups privilege (see Privileges).
This section contains settings regarding communication with the group manager. If no manager is set for the group, the only available option will be Show call option.
Manager number
The number in the field Manager number is used to call the group manager, or an available assistant if the manager is not available. Calls to this number are routed to Callisto, and the announcement audio files configured here are played to the caller.
Caller identification
These settings define the format in which incoming calls to a group member will be displayed on the phone screen.
| Caller name identification |
Set the text that is shown on the assistant’s phone when a call directed to the manager comes in. Various placeholders are available for this string:
| %callerNumber% |
The caller’s phone number. |
| %callerName% |
The caller’s name (as defined in the Call Manager). |
| %managerNumber% |
The number set in the Manager number field. |
| %managerShortName% |
The manager’s short name. |
|
| Caller number identification |
Used as identification if the Caller name identification is not set. This parameter is set as a caller number for different phone services, like Voicemail and Missed Calls. Various placeholders can be used are available for this string:
| %callerNumber% |
The caller’s phone number. |
| %managerNumber% |
The number set in the Manager number field. |
Info: Only phone keypad characters (i.e., digits 0–9, star * and number sign #) can be used in this string. |
If both Caller name identification and Caller number identification are not set, the name and number information from the original call will be used instead.
Announcements
The drop-down list labeled Announcement will set the audio file that is played to the caller before the call reaches the manager.
Clicking on the Announcements button will open the Announcements dialog. Here, a sequence of audio files can be set that will be played to the caller while waiting for the manager or assistant to pick up the phone (i.e., while the destination phone is ringing). The files are played in the order as they appear in the list. They can be reordered by dragging and dropping the reorder icon, and clicking the delete icon will remove a file from the list.
Files can be uploaded by clicking the Upload new audio file button.
Timeout and overflow
The options Manager Timeout and Assistant Timeout determine how long the Manager/Assistant’s phone will ring before the call is redirected to the next assistant or back to the manager. The call redirection will follow the member list order: if the timeout of a member has been reached, the call will be redirected to the next member in the list who has their status set to Online or Forwarding. If the timeout value is set to zero, the call will not be transferred.
If no assistants/managers are available, or if no one in the group answered the call, the action set in the drop-down list Overflow will be executed. The following options are available:
| <No Overflow> |
The call is redirected again to the first available assistant or manager in the current group. |
| To Number |
The call is redirected to the number set in the Phone Number field. |
| Busy |
The caller recieves a busy signal and the call is terminated. |
| Voicemail |
The caller can leave a voicemail message to the number set in the Voice Mail Box number field. |
| another group |
The call is redirected to the selected group. |
Miscellaneous settings
| Connect assistants directly with the manager |
All calls from an assistant to the manager are directed to the manager only, and will not be redirected to other members in the list. |
| Show call information |
Shows incoming calls on the phone’s display. Additionally, caller information and call duration for connected calls will be visible in the ManagerAssistant Group gadget. |
| Ring assistant parallel |
If checked, the phone of the first available assistant will ring simultaniousely with the manager’s phone, and the call will be connected to whoever picks up the phone first. If unchecked, the assistant’s phone will ring only if the manager is unavailable, or the time set in Manager timeout has passed. |
VIP Calls
VIP calls are incoming calls by contacts that are considered VIPs and can be handled differently from regular calls. VIP caller numbers are configured in the VIP List tab. Unlike regular calls, VIP calls always get directed to the manager’s phone, regardless of the manager’s presence state.
Hint: VIP callers can also be Callisto users with a VIP status high enough to match the criteria configured in this section.
| Show VIP calls |
Set how a call from a VIP number will be displayed on the group members’ phone screens.
| VIP to manager only |
The call will only be displayed on the manager’s phone and be hidden from all other group members. |
| Show to all |
Like a regular call, the call will be shown on all group members’ phone screens. |
| Show marked |
The call will be shown on all group members’ phone screens, and the word <VIP> will be appended to the caller’s name or number. |
|
| VIP call routing |
Set how VIP calls that reached the ringing timeout are to be handled.
| VIP to all |
Unanswered VIP calls are redirected to all assistants consecutively, regardless of their presence state. |
| VIP to manager only |
Unanswered VIP calls are directed only to the manager; no redirection to assistants occurs, and parallel calling is disabled. |
VIP to manager and available members.
|
Unanswered VIP calls are directed to the manager and to assistants whose presence state is set to available. |
|
| VIP threshold |
If checked, Callisto users are treated as VIP callers if their star ranking is equal or greater than the one set here. If the option is unchecked, no Callisto users will be considered VIP, regardless of their star ranking. |
Team member ringtone notifications
When a call gets directed to any member in a group, all other team members will be notified by a ringtone on their Cisco IP Phone, Jabber client, or COC. These tones will be used on all phones and clients except the phone to which the call is directed.
Groups without manager
If the group has no manager, only two notification settings are available. These settings apply to all members:
| Call notification tone |
The tone used on Cisco IP Phones when a group member receives a call. This tone will be used on all phones except the phone to which the call is directed. |
| Call notification tone Jabber |
The tone used in the ManagerAssistant Group integrations of Cisco Jabber and COC when a group member receives a call.
Info: Unlike phone tones, Jabber tones are stored locally in the application as MP3 files. Audio files can be added by clicking the button Upload new MP3 File. |
Groups with manager
If there is a manager in the group, two tabs are available for setting notifications:
System Phones
|
Tones used on Cisco IP Phones when a group member receives a call.
| Manager call notification tone. |
The tone to use when the group manager receives a call. |
| Assistant call notification tone |
The tone to use when an assistant receives a call. |
|
| Jabber |
Tones used in the ManagerAssistant Group integrations of Cisco Jabber and COC when a group member receives a call.
| Manager call notification tone. |
The tone to use when the group manager receives a call. |
| Assistant call notification tone |
The tone to use when an assistant receives a call. |
Info: Unlike phone tones, Jabber tones are stored locally in the application as MP3 files. Audio files can be added by clicking the button Upload new MP3 File. |
Members
Info: To accounts that have the privilege MembersManagement but not the privilege Groups, this will be the only available section when browsing the Groups tab (see Privileges).
In this section, new members can be added or removed. Any registered Callisto user can be selected to join the group. The Add Member drop-down list features a search field where users can be searched by number, first name, or last name.
After choosing a user, the Number field will be populated with the user’s default line number and a Short Name for the user is generated. Both number and short name can be changed before and after adding the user to the group. The short name needs to be between one and eight characters.
Setting Show Status checkbox sets whether the ManagerAssistant Group interface is shown on the user’s phone.
The column labeled Type sets the role of the member in the group; this setting can only be chosen before the member is added to the group. The roles Member and Manager are available, but each group can only contain one manager. Once a manager has been appointed, new members can ony have the Member role.
The members can be reordered by dragging and dropping the reorder icon, and removed from the group by clicking on the delete icon.
Each time the application is started, and once a day when the application is running, a check will be performed whether every member in the group is associated with an existing Callisto user. Members not associated with a Callisto user will be deleted.
