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Office@Hand: Groups Overview
Article #3784

Getting to know the Groups feature

Groups enable you to designate a group of employees with similar activities or services. You need to be an Account Administrator or User with administrator access to configure Groups. See Office@Hand: User Roles and Permissions to learn more.

This article discusses the following topics:

How to access Groups
How to add Groups
Groups Features 
Disabling/Enabling – Deleting Groups and Users

How to access Groups

  1. Log in to your Office@Hand account.
  2. On the Admin Portal page, click Groups under Phone System.

    On the Admin Portal page, click Groups under Phone System.

How to add Groups

When you have accessed Groups, click on the tab of the group you want to make and then, click the + New Group button.

 

Call Queues > New Call Queue Click Call Queues, and then New Call Queues.
Paging Only > New Paging Only  Click Paging Only, then click New Paging Only.
Shared Lines > New Shared Line  Click Shared Lines, then click New Shared Line
Park Locations > New Park Location  Click Shared Lines, then New Shared Lines
 Call Monitoring > .New Call Monitoring  Click Call Monitoring, then New Call Monitoring
Others > New Message-Only Extension or New Announcement  only Extension  Others > New Message-Only Extension or New Announcement  only Extension

 

Groups Features

Office@Hand offers the following different types of groups for your phone system needs:

Call Queues are different from extensions. 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.

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

Shared Lines 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.

Park Locations 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.

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

Others

Messages-Only Extension 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.

Announcements-Only Extension 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.

Limited Extension allows you to add a special extension with a limited feature set.

Call Queues

When you have created a Call Queues Group, click on it to show its settings.

Call Queues

  • Call Queue Info – allows you to edit the Call Queue’s name, number, contact email address, business hours and group members.  
  • Direct Numbers – are phone numbers that your customers call when they want to be routed directly to the Call Queue group without going through the menu.
  • Greeting – authorizes you to set up the Call Queue group greeting settings. You may also set up the Blocked Numbers rule for your group.
  • Call Handling – lets you set up call routing rules for the group. This includes mode of transfer to different group members, group hold music, and interrupt music, maximum wait time, minimum post-call wrap time, maximum hold time and call volume rule.
  • Messages & Notifications – permits you to customize the Voicemail Greeting, select the group’s Message Recipient and set preferences for Notifications. You can also retrieve the messages of the group’s message recipient on this section.

To learn how to customize the settings found under Call Queue, Go to:

Office@Hand: Editing a Call Queue group’s Messages and Notification Settings
Office@Hand: [ADMIN] Setting up your Advanced call handling settings via web
Office@Hand: Customizing your Call Queue Greetings via web
Office@Hand: Setting Up Call Handling for Business Hours and After Hours of a Call Queue group
Office@Hand: Setting up a Call Queue group

Paging Only

When you have created a Paging Only Group, click on it to show its settings.

Paging Only

  • Info – enables you to set up the number and group name. You may also set up the template and enable or disable this queue.
  • Paging – This section allows you to customize which users are allowed to page this group and which devices can be paged.

To learn how to customize the settings found under Paging Only, go to:

Office@Hand: Paging Overview
Office@Hand Paging Frequently Asked Questions

Shared Lines

When you have created a Shared Lines Group, click on it to show its settings.

Shared Lines

  • Info – This section allows you to edit the Shared Line name, number, contact email address, business hours and group members.
  • Phones & Lines – This section allows you to add and configure desk phones and phone lines. You may also change your 911 address here.
  • Direct Numbers – This number is the phone number that your customers call when they want to be routed directly to the department without going through the menu.
  • Greeting & Blocked Calls – This section allows you to customize your greetings.  You may also customize which calls you want to block.
  • Call Handling – This section will allow you to set-up call routing rules for the group.  You may also customize the settings for key presses, or set it to default.
  • Outbound Caller ID – This section allows you to select which number you want to be displayed on the recipient’s caller ID.
  • Messages & Notifications – This section will allow you to customize the Voicemail Greeting, select the group’s Message Recipient and set preferences for Notifications.  You can also retrieve the messages of the group’s message recipient on this section.

To learn how to customize the settings found under Shared Lines, Go to:

Shared Lines Overview
Accessing the Advanced Call Handling feature
Setting up your Advanced call handling settings via web

Park Locations

When you have created a Park Locations Groups, click on it to show its settings.
Park Locations

  • Info – This section lets you edit the extension number, park location name, enable/disable, and delete the park location.
  • Location Users – This part allows you to select the users who can park calls to the said extension and receive parked calls.

To learn how to customize the settings found under Park Locations, go to:

Setting up and Using Park Locations
Call Park Frequently Asked Questions
Using the Call Park feature of your phone

Call Monitoring

When you have created a Call Monitoring Group, click on it to show its settings.

Call Monitoring

  • Info –  This section will allow you to edit the group name, extension number, contact email address, and security settings such as passwords and security question.
  • Group Members – This section is where you select extensions to listen to as well as authorize extension who can monitor a call.

To learn how to customize the settings found under Call Monitoring, go to:

Call Monitoring Overview
Office@Hand: Call Monitoring for the Desktop App

Messages-Only Extension

When you have created a Messages- Only Extension Group under Others, click on it to show its settings.

Messages-Only Extension

  • Extension Info – This section will allow you to edit the extension number, name, contact email address and security settings such as password and security question of your extension.  
  • Direct Numbers – This is the phone number that your customers call when they want to be routed directly to the department without going through the menu.
  • Messages & Notifications – This section will allow you to customize the Voicemail Greeting, select the group’s Message Recipient and set preferences for Notifications.  You can also retrieve the messages of the group’s message recipient on this section.

To learn how to customize the settings found under  Messages-Only Extension, go to:

Messages and Notifications overview
[ADMIN] Setting up a Messages-Only extension on your Office@Hand account

Announcements-Only Extension

When you have created an Announcements-Only Extension Group under Others, click on it to show its settings.

Extension Info option.

  • Extension Info – This section will allow you to edit the Office@Hand User number, name, contact email address and security settings such as password and security question of your Office@Hand User.
  • Direct Numbers – This is the phone number that your customers call when they want to be routed directly to the department without going through the menu.
  • Announcement – This section allows you to customize your announcement.

To learn how to customize the settings found under  Announcements-Only Extension, go to:

[ADMIN] Setting up an Announcements-Only extension on your Office@Hand account

See Also:
Customizing your Office@Hand Call Queue via Mobile App

Keywords: 3784, Departments, Groups, Messages Only, Announcements, Overview