Configure a group phone number

1. Click Admin.
2. Under Directory, click Groups.
3. Click the name of the group that you want to edit.
4. On the right side of the Membership tab, Click Enable Calls and then click Edit.
5. In the Group Phone Number box, type the phone number for the group.
6. Optionally, in the Extension box, type the extension for the group. 
7. Click Save.

The group phone number appears in the group contact information.

1. Click Admin.
2. Under Directory, click Groups.
3. Click the name of the group that you want to edit.
4. On the right side of the Membership tab, click Enable Calls and then click Edit.
5. From the Call Route Type list, click one of the following options:

• • Broadcast – When a group receives a call, Genesys Cloud randomly alerts 15 members simultaneously with a maximum of 1,000 members in rotation. If no member answers, Genesys Cloud continues to alert members in groups of 15 until someone answers or the call times out.
  • Sequential – When a group receives a call, Genesys Cloud alerts the first person in the list of group members. Use the check boxes to designate the sequence of the members. The member you designate as 1 receives all calls first. To save the sequence, press Enter and then click Save.
  • Rotary – When a group receives a call, Genesys Cloud alerts the next person in the list of group members after the person who received the last call.

6. In the Rotate Calls box, type the number of seconds after which Genesys Cloud calls the next set of 15 randomly selected group members.

7. In the Stop Ringing box, type the total number of rotations to happen before Genesys Cloud ends the call or transfers it to voicemail.

1. Click Admin.
2. Under Directory, click Groups.
3. Click the name of the group that you want to edit.
4. On the right side of the Membership tab, Click Enable Calls and then click Edit.
5. To designate a back-up group, under Overflow, enable Back-up Contact. Then type the first few letters of the group name in the box and click the group name when it appears.

6. Click Save.

1. Click Admin.
2. Under Directory, click Groups.
3. Click the name of the group that you want to edit.
4. On the right side of the Membership tab, Click Enable Calls and then click Edit.
5. To enable voicemail for the group, under Overflow, enable Voicemail.

6. When you turn on voicemail, Genesys Cloud offers more options that you can configure:
   •  Greeting: When you enable voicemail, Genesys Cloud provides a default greeting, but you can record your own:
     • To record a custom greeting, click the red circle and begin speaking.
     • To stop recording, click Stop .
     • To listen to your recording, Play .
       Note: Group owners can record custom greetings for their groups without the Telephony and Voicemail > Grouppolicy permissions.
     • To upload an audio file, click Options. Then click Upload an audio file and select the audio file to upload. Click Open.
       Note: You can upload either a .wav file or an .ogg file that uses the Opus audio codec.
     • To reset a custom greeting to the default greeting, click Options. Then click Reset to default.
   • Email Notifications: To send all group members an email notification when a new voicemail arrives in the voicemail box for the group, enable Email Notifications. 
     Notes:

     • By default, email notifications do not contain personally identifiable information (PII).
     • If you enable Email Notification, the option to include PII appears. To include PII in notifications, enable Allow PII in Email Notifications. If your organization is HIPAA-compliant, then this option is unavailable.
     • To receive email notifications, a group owner must also be a member of the group.
     • If you enable PII in email notifications for voicemails, you can have Genesys Cloud transcribe the content of those voicemails. To turn on transcription, enable Transcriptions and from the list of languages, click the language you want.

7. To finish, click Save.

By default, when you configure Group Ring for remote phones, a Genesys technology called Call Analysis determines whether a live person answers the remote phone or something else, such as voicemail answers. This technology minimizes the chance for a customer call to go to voicemail, an answering machine, or to result in some sort of error.

In some situations, call analysis incorrectly identifies a remote agent’s default greeting as an answering machine. If you encounter this behavior, you can enable Require Confirmation – When group ring dials remote stations and bypass the Call Analysis feature. When you do, remote agents who are on the group ring receive a prompt to press 1 to accept a call.

To enable this setting:

1. Click Admin.
2. Under Telephony, click Global Telephony Settings.
3. Enable When group ring dials remote stations.
4. Click Save.