A group call, in the context of telecommunications systems and call distribution, refers to a call that is directed to a specific set of phones or users simultaneously or sequentially. Based on the provided reference, this concept is closely associated with a call group.
A Call Group (CG) is defined as:
"A collection of phones that receive calls directed to a single or extension."
Essentially, when an inbound call comes into a phone system and is routed to a number or extension associated with a call group, it initiates a "group call" where the system attempts to connect the caller to one of the available phones within that designated collection.
How Call Groups Work
Call Groups are designed to efficiently handle incoming calls for departments, teams, or multiple points of contact under a single number. Instead of ringing just one phone, the system distributes the call among several numbers associated with the group.
Key aspects of Call Groups highlighted in the reference include:
- Collection of Phones: A CG consists of multiple individual phone lines or extensions.
- Single Point of Contact: Calls are directed to a single number or extension representing the entire group.
- Call Distribution Methods: CGs utilize different strategies for delivering the call to the phones in the collection.
Common Call Distribution Methods
The reference mentions that Call Groups employ a variety of methods for call distribution. These methods determine how the "group call" is presented to the members of the group. Common methods often include:
- Simultaneous Ring: The call rings all phones in the group at the same time. The first person to answer takes the call.
- Sequential Ring: The call rings phones one after another in a predetermined order. If the first phone doesn't answer, it moves to the next, and so on.
- Round Robin: Similar to sequential, but the starting point cycles through the list for each new call.
- Least Recent: The call is sent to the user who answered a group call longest ago.
These methods ensure that incoming calls are handled promptly by an available member of the group, improving efficiency and caller experience.
In summary, a group call is the action of directing an incoming call to a designated call group, which is a collection of phones configured to receive calls intended for a single point of contact, using various distribution strategies.
