To the group

The application allows you to route an active call to a group of users. The system initiates a new call to the registered devices of the specified group users. It will connect the specified call with the answered call after an answer. Before this, the system will analyze settings and incoming routes of all users of the group and route a call to available users only, according to the configured call strategy of this group.

Adjustment

To configure the Call to Group action, specify 2 mandatory parameters and select the preferred mode for calling users of the group:

Call - a call on which the action will be performed. Select a call that you want to transfer to the group. Usually this is an Incoming call from the gateway or Outgoing call from the user

Group(s) - indicates:

one group of users to call to

several groups of users to call to

one or more groups of users, defined by variable (using additional actions).
Strategy - determines the way of calling the participants of the group:
- Round robin: A call comes to the users in turn. Priority is selected at random. If the user does not answer a call within the timeout specified in his user settings, the call will go to the next user. The call will be connected to the user who will answer it first. In case all the users of this group will not answer the call, the script goes to the next step. After completing all actions the call will be over.
- Ring all: A call comes simultaneously to all users of the said group (s). It will be connected with the user who will respond first. In case no one answers, the call will be completed after the call timeout, which is specified in the user's settings. In case one of users answered, dialing to other members of the group will stop.

Call to a group

In the example above, a call will be made to the "Marketing" group.

Calling to several groups simultaneously

In case of using a list of groups, the system will call simultaneously to all groups.
Calls to users will be distributed according to the chosen strategy. A call will be connected with the user who will answer it first.
The call will end for other users.

In the example above, the call will be made simultaneously to the Marketing and Sales group

A call to a group that is defined by variable (using an additional action)

Select the variable, which name and value was assigned earlier, for example, as the result of application Search or other applications performance. The type of variable has to be "group". This option allows to call to the certain groupe according to the business logic of your Company.
Also it allows to integrate the Carusto platform with third-party CRM, ERP and other systems of accounting and management of contacts.

Call to the group it was the last contact with

Often there is a need to redirect a call to a group of employees who can fully answer the caller's questions.

For example:

The calling customer is interested in the status of the order he left on your site (this information is stored in your CRM system). In this case, the call can be sent directly to the order processing department.
The calling client has run out of funds on the personal account (information about this is stored in the database of your payment account system). So we redirect the call to the settlement department.
The calling client is assigned to some group (department) of your organization (information about this is in the ERP system)

It could be done in a few steps with Carusto system:

Use the action "HTTP request". The response argument has be the group for processing requests.
- If the group is found - call the group
Use the action "Request to the database", and get the group of the accounting department as the response argument.
- If the group is found - call the group
Use the action "HTTP request". The response argument has to be the group the client is assigned to in the ERP system.
- If the group is found - call the group
- Otherwise call the sales team.