How to create groups in 3cx

In 3CX Version 20, managing Groups follows a similar approach to previous versions, but there are some updated features and improvements. Below are the steps to enable and manage Groups in 3CX Version 20, including configuring extensions for group functionalities such as Ring Groups, Call Queues, and other features.

Step 1: Log into the 3CX Management Console

1. Open your web browser and go to the 3CX Management Console URL (usually http://<your-server-ip>:5000 or https://<your-server-ip>:5001).
2. Enter your admin credentials to log in.

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Step 2: Navigate to Groups in 3CX Version 20

1. In 3CX Version 20, groups are often referred to as Ring Groups or Call Queues (depending on your setup).
2. In the left-hand menu, go to “Call Queues” for a more enhanced call distribution option or “Ring Groups” for basic group features.

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Step 3: Create and Configure a Group (Ring Group or Call Queue)

For Ring Groups:

1. In the 3CX Management Console, go to “Call Queues” in the left sidebar, then click on “Ring Groups”.
2. Click “Add Ring Group” to create a new group.
3. Enter the Group Name (e.g., “Sales Team”, “Support Team”).
4. Choose the Extension Number for this group. This will be the number used to call the group.
5. Assign Members: Under the Ring Group Members section, select the extensions you want to be part of this group.
6. Configure the Ring Strategy (e.g., Simultaneous Ring or Sequential Ring) and set the Timeout for unanswered calls.
7. You can also set Voicemail options, and Music on Hold settings for the group.
8. Save your settings.

For Call Queues (More Advanced Grouping):

1. If you want a more advanced setup where calls are queued until they are answered, go to “Call Queues”.
2. Click “Add Call Queue”.
3. Provide a Name and Extension Number for the queue.
4. Under the Queue Settings, define how calls are handled:
   • Set up Call Distribution rules (e.g., Longest Wait, Round Robin).
   • Choose Queue Members by adding extensions to this call queue.
   • Set Call Handling Rules like wait times, thresholds for call abandonment, and maximum calls in the queue.
   • Assign an Announcement Message or music to be played to callers while they wait.
5. Configure Overflow options in case the queue becomes too full.

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Step 4: Configure Group Permissions (Optional)

Permissions in 3CX Version 20 are typically controlled at the extension level. However, you can apply more granular control if needed:

1. Assign Permissions to Extensions:
   • Go to Extensions in the 3CX Management Console.
   • Select the extension you want to configure.
   • Under the “Permissions” section, you can set specific rights for users to access call logs, voicemail, and features like Call Forwarding or Call Waiting.
2. Assign Roles (for managing user-level access):
   • You can assign different roles (e.g., Admin, User, Supervisor) for each extension. This will control their access to certain 3CX features like reporting, live chats, and system configurations.

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Step 5: Test Group Functionality

1. Test Ring Groups:
   • Dial the Ring Group’s extension number and ensure that all group members are alerted according to your ring strategy settings (e.g., simultaneous or sequential).
2. Test Call Queues:
   • Call the Call Queue extension and verify that calls are placed in the queue and that they are distributed according to your queue rules (e.g., round robin or longest wait).
   • Ensure that the music/announcements are playing for callers while they wait.

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Step 6: Monitor Group Activity

You can monitor group activity through the 3CX Management Console:

1. Go to the Dashboard to see the activity and status of your Ring Groups and Call Queues.
2. Under Real-Time Status, you can view the current calls, extensions status, and queue statistics.

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Step 7: Optional: Use Advanced Group Features

• Queue Callbacks: If enabled, callers who have waited in a queue for too long can be offered a callback instead of holding.
• Group IVR (Interactive Voice Response): For more advanced call routing, you can associate a Ring Group or Call Queue with an IVR to allow callers to choose the department or extension they wish to reach.

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Conclusion

In 3CX Version 20, you can enable and configure Groups (either as Ring Groups or Call Queues) to streamline call distribution and improve team collaboration. By following these steps, you can efficiently manage how calls are routed, ensure your teams receive calls promptly, and optimize the overall call-handling experience.

Let me know if you need further details or have additional questions!