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Group Management

Updated: 4/19/2024 3:01 AM

Super Users and certain Administrators can create groups to organize users or call queues, which can make call management and reporting easier.

For example, you may choose to label your groups by department, such as Sales, Customer Support, and so on. You can then filter certain reports by group. In this example, saved reports automatically update based on the group affiliation at run time.

NOTE: Account Administrators (AAs) do not have permission to edit other AA user profiles, including adding to or removing from Groups. Only the Super User can edit AA user profiles, as well as add/remove AAs to/from Groups.

Manage Groups
Create New Group
  1. Sign in to the Admin Portal.
  2. Click Account (left), then click Group Management.
  3. Click Add New (top right).
  4. Enter Group Name (required) and Description (optional).
  5. Click Save (top right).
Edit Group Name / Description
  1. Sign in to the Admin Portal.
  2. Click Account (left), then click Group Management.
  3. Hover over the target Group, then click the Pencil icon to edit.
  4. Edit the Name and Description, then click Save (top right).

    NOTE: If the name of the group is changed, it will be updated wherever that group is used.
Delete a Group
  1. Sign in to the Admin Portal.
  2. Click Account (left), then click Group Management.
  3. Hover over the target Group, then click the Trash icon to delete it.
  4. Click OK when prompted.

    NOTE: Any associations will be removed when the group is deleted, so it is recommended that you update associations before deleting a group.
Manage Group Affiliations with Users and Call Queues
Add Users to Groups

There is a new column in the table on the Users tab that displays all groups associated with each user. You can add a single user or add users in bulk to groups.

NOTE: Account Administrators (AAs) do not have permission to edit other AA user profiles, including adding to or removing from Groups. Only the Super User can edit AA user profiles, as well as add/remove AAs to/from Groups.

Add Single User to Groups
  1. Sign in to the Admin Portal.
  2. Click Phone System (on left), then click Users.
  3. Hover over the target user, then click the icon to Add to Group.
  4. Click Select Groups dropdown list.
  5. Mark the group(s) you want to add the user to.
  6. Click OK, then click Save.

    NOTE: This can also be done from the Add/Edit User flow.
Add Users in Bulk to Groups
  1. Sign in to the Admin Portal.
  2. Click Phone System (on left), then click Users.
  3. Click Bulk (on right), then click Edit.
  4. Mark the box next to each applicable user, then click the icon to Add to Group.
  5. Click Select Groups dropdown list.
  6. Mark the group(s) you want to add the users to.
  7. Click OK, then click Save.
Filter Users by Groups

If you want to view only users affiliated with specific groups, you may do so using the Group filter on the Users tab in the Admin Portal.

  1. Sign in to the Admin Portal.
  2. Click Phone System (on left), then click Users.
  3. Click Advanced Filters (next to search bar).
  4. Scroll down to Groups, then click Select Groups.
  5. Mark the box next to each applicable group, then click Apply.
  6. The users within the selected groups will be displayed.
Add Call Queues to Groups
  1. Sign in to the Admin Portal.
  2. Click Phone System (on left), then click Call Queues.
  3. Hover over the target call queue, then click the icon to Add to Group.
  4. Click Select Groups dropdown list.
  5. Mark the group(s) you want to add the call queue to.
  6. Click OK, then click Save.
Remove Users / Call Queues from Groups
  1. Sign in to the Admin Portal.
  2. Click Phone System (on left), then click Users or Call Queues.
  3. Hover over the target user / call queue, then click the icon to Add to Group.
  4. You have two options to remove the user / call queue from groups:
     
    1. Option 1: Click the X next to the group name(s) you want to remove the user / call queue from, then click Save.
    2. Option 2:
       
      1. Click Select Groups dropdown list.
      2. Deselect the group(s) you want to remove the user / call queue from.
      3. Click OK, then click Save.
Filter and Save Reports by Groups

You may filter by group(s) with users on the following types of reports: Users, Messages, and Meetings. You may also filter group(s) with Call Queues on the Call Queue report. Any admin with access to these reports can filter by groups. Saved reports will automatically update at run time as users or call queues are added/removed in groups.

  1. Sign in to the Admin Portal.
  2. Click Reports (on left), then click Users, Messages, Meetings, or Call Queues.
  3. Click Filter Groups to open a dropdown list of Groups.
  4. Select the Group(s) to filter on, then click Apply.
  5. To save the report, click the floppy disk (Save) icon (top right), then name it and click Save.

    NOTE: If needed, you can optionally filter on Groups and individual services. For example, if you want to include the users within a specific group and one or more users outside of that group, you can filter on both.

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