Configure manager/assistant groups

This article allows company administrators to configure manager/assistant groups in a Cloud PBX.

A manager/assistant group consists of one manager and one or several assistants. The manager and assistants can:

• Activate delegation: the manager does no longer receive phone calls: they are managed by available assistants in the group
• Deactive delegation: the manager receives and answers phone calls

Delegation can be activated even if there is no available assistant in the group.

Call distribution is based on serial search: the search starts with the manager, and continues with assistants in the order in which they are listed in the group.

Configuration of manager/assistant groups is performed from the group management window: see: Accessing the group management window.

From the group management window, you can:

• Grant manager and assistants the right to manage group settings (i.e. administrator role)
• Manage the destination of call overflow on busy and on no answer. The destination can be a company member, a hunt group, an internal or public number, a voice prompt, an Automated Attendant or a voice mail
• Authorize/forbid the last assistant to withdraw from the manager/assistant group. When forbidden, the last assistant is warned he/she cannot withdraw from the manager/assistant group
• Configure call recording for the manager/assistant group
• Customize voice prompts when the destination of call overflow on busy or no answer is a voice mail
  
  Warning: The default voice prompts cannot be downloaded for archive. After customization, it is no more possible to switch back to the default voice prompts.
• Analyze manager/assistant group activity (number of incoming, answered and missed calls) of the last 28 days and download a group activity report in csv file: see article: Analyze hunt group activity as company administrator

Any company member with an internal extension number and a telephone device can be configured as manager or assistant.

Accessing the group management window

1. From the Rainbow administration interface, click on Manage your company at the bottom of the left panel.
2. In the MY COMPANY panel, click on My company.
3. In the left panel, click on Communication.
4. In the right part of the window, click on the Groups tab.

Creating a manager/assistant group

1. From the group management window, click on Create.
2. Review/modify the following parameters:

   Name	Enter the name of the manager/assistant group
   Type	Select Hunt group
   Subtype	Select Manager / Assistant
   Distribution	Configure the timer for overflow to another assistant of the group (10 seconds by default)
   Internal number	Select the internal extension number of the manager/assistant group among listed available numbers
   Public number	Select the public number of the manager/assistant group among listed available public numbers

3. Optionally, select the Lock the last member (no empty group) check box to forbid the last assistant to withdraw from the manager/assistant group.
4. Click on Next.
5. To add the manager, enter the first letters of his/her name or email address. A list of matching entries appears allowing you to select the member of your choice.
6. To add assistants, enter the first letters of their name or email address. A list of matching entries appears allowing you to select the member of your choice.
7. Click on Apply.
   The manager/assistant group is created and displayed in the group list.

Managing a manager/assistant group

1. From the group management window, click on the target manager/assistant group and select the Members tab.
2. Perform any of the following:
   • To grant a manager or assistant the right to manage group settings: in Roles column, click on the down arrow in front of the target member and select Manager & Administrator or Assistant & Administrator.
   • To remove an assistant (the manager cannot be removed): click on in front of the target assistant.
   • To add an assistant: enter the first letters of the member name or email address and select the member of your choice in the list of matching entries.
3. Select the Information tab.
4. Select/unselect Lock the last member (no empty group).
5. In the Activate call recording field, select the calls that will be recorded: All calls, External calls only, or Internal calls only, or select None to disable call recording for the manager/assistant group.
6. Configure the Destination type of call overflow on busy and no answer.
7. If Member is selected, enter the first letters of the name or email address of target company member. A list of matching entries appears allowing you to select the member of your choice.
   
   Note: Only company members configured with an extension number can be selected as destination of call overflow.
8. If Voice prompt is selected, select either the voice prompt configured by default, or a customized voice prompt if available: see article: Customize voice prompts. 
9. Click on Apply.

Customizing voice prompts for call overflow on voice mail

1. From the group management window, click on the target manager/assistant group and select the Voicemail prompts tab.
2. From the voice prompt configuration panel, click on Browse and select the wav file to upload.
3. In the Voice prompt field, select the voice prompt type.
4. Click on Upload.
   The customized voice prompt is displayed in the list with Customized type and active status ().

Deleting a manager/assistant group

1. From the group management window, click on in front of the target manager/assistant group, and select Remove group.
2. Click on Remove.
   The manager/assistant group is deleted from the group list.