User groups determine hold music, telephony settings, voicemail settings, and call settings (including class of service permissions) for all users in a group. MiCloud Decision Makers and account-level Phone Managers can configure user groups and manage their settings.
User groups can be created for Managed, Courtesy, or Telephony Only profiles.
- Log in to Account Portal.
- On the Phone System menu, click User Groups.
- Click Add on the toolbar.
The Manage User Group dialog box appears. - In the Properties panel, do the following:
- In the User Group Name field, type a name for the user group.
- In the Profile Type field, select the profile type associated with the users you want to add to the user group.
- In the Hold Music field, select the music on hold resource to use for this user group.
- Click Next.
- In the Telephony panel, configure settings for the user group as desired, and then click Next.
For detailed information about the Telephony parameters, see the User Groups: Telephony Parameters table. - In the Voicemail panel, configure settings for the user group as desired, and then click Next.
For detailed information about the Voicemail parameters, see the User Groups: Voicemail Parameters table. - In the Call panel, configure settings for the user group as desired, and then click Finish.
For detailed information about the Call parameters, see the User Groups: Call Parameters table.
User Group Telephony Permissions
The following table describes the parameters available on the Telephony panel of the Manage User Groups dialog box.
User Groups: Telephony Parameters | Parameter | Description |
| Allow Call Pickup | Select this check box to allow members of the group to pick up any ringing extension or pick up any parked call. |
| Allow Hunt Group State Change | Select this check box to allow members of the group to perform the following actions:
- Busy-out a hunt group.
- Return the hunt group to service by keying *18 on the telephone keypad.
If a hunt group is busied out during a holiday or an off-hours schedule, the schedule takes precedence. |
| Allow Extension Assignment | Select this check box to allow members of the group to reassign their extension to another telephone. |
| Show Other Extension Caller ID and Name | Select this check box to allow members of the group to see incoming caller ID. The impact of this setting is system-wide; for example, it determines whether for any other user extension caller ID appears in Client, on phone displays, and elsewhere. |
| Show Call History | Select this check box to enable call activity tracking. Call detail records are recorded for all calls and call history is available from the phone redial and will show in the Client call history.
Clear this check box to enable Call History Privacy. Users can place and receive calls without the calls being tracked and recorded in the call detail records. In addition, the calls will not be available from the phone redial and will not show in the Client call history.
For more information, see Configuring Call History Privacy. |
| Allow Availability State Change | Select this check box to allow members of the group to change their current availability state from IP phones and Client. |
| Allow Availability State Change Details | Select this check box to allow members of the group to change the call forwarding rules for their availability states. |
| Directed Intercom | Specifies whether users can initiate or receive intercom calls or pages. Select one of the following options:
- None - users cannot initiate or receive intercom calls or pages
- Initiate - users can initiate, but cannot receive intercom calls or pages
- Receive - users can receive, but cannot initiate intercom calls or pages
- Initiate and Receive - users can initiate and receive intercom calls or pages
|
| Whisper Page | Specifies whether users can initiate or receive whisper page calls. Select one of the following options:
- None - users cannot initiate or receive whisper page calls
- Initiate - users can initiate, but cannot receive whisper page calls
- Receive - users can receive, but cannot initiate whisper page calls
- Initiate and Receive - users can initiate and receive whisper page calls
|
| Barge | Specifies whether users can barge in on other users’ calls.
NOTE: Barge-in permits one party to join an existing call as a fully conferenced participant.
- None - users cannot initiate or receive barge-ins
- Initiate - users can initiate, but cannot receive barge-ins
- Receive - users can receive, but cannot initiate barge-ins
- Initiate and Receive - users can initiate and receive barge-ins
|
| Silent Monitor / Silent Coach | Specifies whether users can monitor a phone call of another user and speak to the user without the other party on the call hearing. Select one of the following options:
- None - users cannot initiate or receive silent monitoring or silent coaching
- Initiate - users can initiate, but cannot receive silent monitoring or silent coaching
- Receive - users can receive, but cannot initiate silent monitoring or silent coaching
- Initiate and Receive - users can initiate and receive silent monitoring or silent coaching
|
User Group Voicemail Permissions
The following table describes the parameters available on the Voicemail panel of the Manage User Groups dialog box.
User Groups: Voicemail Parameters | Parameter | Description |
| Voicemail Callback | When selected, this option allows members of the group to call back a caller after listening to a voice mail from the caller on a telephone.
NOTE: This option is turned off by default. Contact Support to change this option. |
| Access to Broadcast Distribution List | Select this check box to allow members of the group access to the company-wide distribution list. A user with this permission can broadcast voice mail messages to all users. |
| Access to System Distribution Lists | Select this check box to allow members of the group to access to the system distribution list. |
| Downloading voice messages as WAV files | Select this check box to allow members of the group to download voice messages as WAV files. |
| Allow message notification | Select this check box to enable message notification.
NOTE: This option is turned off by default. Contact Support to enable this option. |
| Allow message notification to external number | Select this check box to enable message notification for an external number. This parameter cannot be enabled unless Allow message notification is also enabled. |
NOTE: Selecting the
Allow message notification and the
Allow message notification to external number options enables message notification and message notification to an external number configurations respectively within Client. To perform these configurations in Client, go to the Client Dashboard, click
in the second pane. In the window that opens, select
Voicemail >
Escalation. For more information regarding Voicemail Escalation, see the Setting Voicemail Escalation section in the
Client User Guide.
User Group Call Permissions
User group class of service permissions determine the types of calls group members can initiate. Account codes can be used to allow users to exceed their class of service permissions.
For example, if the Class of Service parameter is set to National and the Account Code Collection parameter is set to Required, members of the user group may freely dial local and national numbers but must enter a valid account code in order to dial an international number.
NOTE: To allow users to initiate any type of call without being prompted for an account code, select International as the Class of Service parameter and None for the Account Code Collection parameter.
The following table describes the parameters available on the Call panel of the Manage User Groups dialog box.
User Groups: Call Parameters | Parameter | Description |
| Class of Service | Select the permission level for members of the group.
- Local - allows calls only to local or additional local area codes
- National - allows calls to long-distance numbers within the country
- International - allows calls to international numbers
|
| Account Code Collection | Select one of the following account code collection modes for the user group:
- None - account code collection is not active for this group; users cannot exceed their class of service permissions
- Optional - users are prompted to enter an account code when they attempt to exceed their class of service permissions
If no account code is entered, the call is completed without account code records. - Required - users are prompted to enter an account code when they attempt to exceed their class of service permissions If no account code or an invalid account code is entered, the call is not completed.
For more information about account codes, see Managing Account Codes. |
Deleting a User Group
System-level user groups cannot be deleted. However, you can delete user groups that you have created.
- Log in to Account Portal.
- On the Phone System menu, click User Groups.
- In the Name column, right-click the name of the group you want to delete, and then click Delete.
- When prompted, click Yes to confirm that you want to delete the user group.
