Response group settings for users with telephony system permission

1. Permissions and access

Who has access?

Users with Telephony System permission can view and edit the settings.

Open the settings

1. Click the gear icon .

2. Select your organization .

3. Expand the Telephony System list.

2. Create a response group

Create a response group

3. Settings in a response group

The following settings cannot be managed by agents or supervisors without the Telephony System permission.

With the right permissions, you can make all changes regardless of role.

4. Information for AI agents

Here you can add background information about the response group that helps AI agents understand purpose, customer type, or typical questions.

The information is used by the AI ​​Support Agent to provide more accurate and contextual responses to customers.

Only works if you have AI agents activated in your organization.

5. Current status

Shows the response group status, e.g. Closed temporarily or Open.

6. Name

Change the group name by typing a new name and clicking Save .

7. Opening hours

Learn more about schedules in the Schedule Settings guide.

8. Number and billing

Number

Response group number

Billing ID

Choose where costs for forwarding to external numbers should be charged.

Display number for agents on mobile

Choose what to display:

• Calling number + numeric ID

• Response group number

• Custom number

9. Agents and supervisors

Agent groups

Manage agent groups for the response team.

Supervisors

Add or remove Supervisor

10. AI Support Agent

Activate and set up your AI Support Agent for the response group.

When active, the AI ​​agent can handle incoming cases automatically and respond based on the information in your knowledge base.

Here's how you do it

1. Expand the AI ​​Support Agent menu.

2. Toggle from Off to On .

3. Specify what information the AI ​​agent should have access to.

4. Click Save .

Tip:

The AI ​​agent can be combined with Contact Center channels for faster responses and reduced manual handling of cases.

11. Call handling

Queue notification and call flooding

Processing times

Once a call has been answered, declined or missed, the agent is given time for follow-up work.

• Answered call: off by default, enable and set time in seconds.

• Call rejected: 15 seconds.

• Missed call: 15 seconds.

Voicemail

Change message:

1. Expand Voicemail .

2. Select speech synthesis or audio file.

3. Record or write a new message.

4. Click Save .

Transcription:

Enable to show text in call history.

Notices:

Enable to notify agents of new messages.

Priority level

Controls the order in which calls from different response groups are answered.

• No priority – order of preference

• Medium – some preference

• Highest – always first

Call waiting

Keeps agents available even during ongoing calls.

Direct connections and VIP calls

Returns failed connections to the queue again as VIP calls.

You can also change the VIP message.

12. Outgoing calls

Display number – SMS

Set whether SMS can be sent from the group's number.

Display number – Outgoing calls

1. Expand View count .

2. Allow all agents and/or supervisors, or select specific users.

3. Click Save .

13. Input collector

With Input Collector, you can automatically collect information from callers before the call is transferred, such as customer number or order ID.

It reduces manual handling and provides more structured data directly in the call flow.

You can find the function below:

Telephony system → Response groups → Input collectors

14. Callback

This is where you handle callbacks.

You can enable voicemail as the last step in the callback flow, allowing the caller to leave a message.

15. View and service level

View

• Flowchart: activate for overview.

• Wait time warning: set when the queue time should be highlighted in red.

Service level

Measures the percentage of calls that are answered within your threshold.

Default: waiting time 90 seconds, early hang-up 10 seconds.

How to set:

1. Set thresholds for wait time and early hang-up.

2. Enable goal setting to display in analytics.

Example:

8 out of 10 calls within 90 seconds = 80% service level.

16. Conversation Intelligence

With Conversation Intelligence (CI) you get automatic transcriptions and summaries of conversations.

This makes it easier to follow up on customer dialogues, analyze quality and discover trends.

Enable Conversation Intelligence

1. Expand the Conversation Intelligence (CI) menu.

2. Click Add Response Group to CI .

3. Confirm to activate.

When the feature is active, transcriptions and summaries are visible in the call history.

17. Matters

Here, the response group can be connected to the Contact Center to activate case management.

When the feature is active, the response team can generate cases automatically.

Here's how you do it

1. Expand the Cases menu.

2. Click Connect this response group to Contact Center .

3. Confirm the connection.

When the connection is active, incoming cases appear in the Contact Center flow.

18. Permissions

Restrict agents from logging in or out of the response group by enabling or disabling the setting.

19. Delete response group

1. Expand the group.

2. Click Delete at the bottom.

3. Confirm.

⚠️ Please note:

Deleted response groups and associated recordings cannot be restored.

Frequently asked questions

Do I have to be an agent or supervisor to change settings?

No, it is enough that you have the Telephony System permission.

Why can't I change my number?

Numbers can only be changed when the response group is closed and the queue is empty.

Where do voicemail transcriptions appear?

They appear in the call history when transcription is enabled.

How does priority work between multiple groups?

Higher priority means that calls from that group take precedence when an agent becomes available.