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Groups – Overview | AT&T Office@Hand
Article #3784

This article provides an overview about the AT&T Office@Hand Groups feature.

Groups enable you to designate a group of employees with similar activities or services. Administrators or users with administrator access can go to Phone System > Groups to view, configure, and manage groups.

Key features and benefits
Limitations
Types of Groups

Key features and benefits

User groups facilitate the organization of custom group under an assigned Group manager.
Allows users to belong to multiple groups.
Group managers can access and modify all the group members’ user details.
Group managers can view the group members’ Reports data and Call Log.
Call Queue groups can have up to 15 group managers.

Limitations

Assigned Group manager must also be a member of the group.
Only 1 group manager per group (except for Call Queues)
A user group must have at least 1 member.
Currently supports flat, non-nested groups only.

Types of Groups

Call Queues+

This is a group of users/extensions which receive queue calls to be answered by the next available member of the group. Call queues increase the efficiency of your company by directing the calls to the right employees. Call queues can support up to 25 calls waiting in a call queue.

See links below to learn more:

Set Up Call Queue Group
Call Queue – Customize Greetings via web
Call Queue – Edit Messages and Notification Settings
Call Queue – Set Up Advanced Call Handling Settings | Admin
Call Queue – Set Up Call Handling for Business Hours and After Hours

Paging Only*+

This enables business’ real-time one-way broadcasting through multiple desk phones and overhead paging devices.

See links below to learn more:

Paging – Overview and Frequently Asked Questions

Shared Lines+

This allows calls made to one phone number to be answered by multiple phones. Answered calls can be easily handed off to other phones sharing the same phone number.

See links below to learn more:

Shared Lines – Overview
Advanced Call Handling – Set up Advanced Custom Answering Rules
Call Queue – Set Up Advanced Call Handling Settings | Admin

Park Locations+

These are private locations for your employees to park and pick up calls. Create up to 100 park locations for different groups of users in your phone system.

See links below to learn more:

Call Park – Create and Set up a Park Location
Call Park – Park and Retrieve a Call from a Park Location
Advanced Call Handling – Set up Advanced Custom Answering Rules

Call Monitoring+

This is a group that defines a set of permissions allowing users to monitor the calls of other users in real time.

See links below to learn more:

Call Monitoring – Overview

Messages-Only Extension+

This permits you to create a dedicated extension specifically for receiving voice messages. All calls routed to this extension will be automatically directed to the extension’s voicemail box.

See Extensions – Set up a Message-Only Extension | Admin to learn how to customize Message-Only Extension settings.

Announcements-Only Extension+

This authorizes you to create a dedicated extension specifically for playing an announcement. All callers routed to this extension will only hear a recorded announcement/greeting.

See Extensions – Set up an Announcement-Only Extension | Admin to learn how to customize Announcements-Only Extension settings.

Key Words: Departments, Groups, Messages Only, Announcements, Overview

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