Group numbers (aka Unblockable agent) and the Create New Group number link are shown in the Administration Portal only for users that have the Administration property Show Group numbers ('Unblockable agents') set to ON. Please do not start using a Group number (aka unblockable agent) before you know how it works!

Click Create New Group Number to start creating a new group number.

This page opens:

The input fields :

  • Group number name: The name of the group number
  • Telephone number: The phone number Puzzel should call
  • Number of lines: The number of concurrent calls that will be connected by Puzzel to the group number. Calls exceeding this amount are queued in Puzzel
  • Password/confirm password: If someone is to log on to Puzzel with this Group number user they need a password
  • Language: Will be the users language in Puzzel

A group number usually belongs to your telephone platform (e.g. PBX). By using a group number you can have more callers queued than the lines on your PBX system. Calls are not queued in Puzzel before all the telephone lines in your platform are in use. A group number must be logged on to queue using the agent application or the Administration portal.

You can only define one profile per group number. Both ordinary agents and a group number (with several lines) can answer the same queue.

If the agents behind the group number is transferring Puzzel calls, Puzzel will not notice that the agent (the group number line) has become ready until the transferred call ends.

Therefore, to avoid the combination of ready agents and callers in queue, more group number lines could be defined than the planned number of real agents.

Example: With 10 agents behind the group number, 15-20 lines could be defined in Puzzel. If you are not certain how group numbers work, we encourage you to contact Puzzel support to help you out in creating one.

A Group number is not listed on page Users - Users unless Puzzel Support has turned on the admin property Show unblockable users. If Group numbers are shown, they are listed with an icon in front.

Published

11/06/2020 - 09:57

Last updated

07/09/2021 - 14:37