Some Features needs detailed explanation. So, here we are mentioning some of your queries which are related to call Group Section. Just Click on any of your Question below and we will rotate this page directly to your answer.
1. What is time scheduling?
IVR Time Schedule : Time scheduling helps the customers to plan the Working hours/ Business hours of the members along with the Business/ Working days. It helps in creating a workable structure for the members in the group to avoid any hassle.
Types of IVR Time Schedule:
a. After Office working hours time Schedule
b. Holiday/weekend ( whole day off) time Schedule
Steps for Time scheduling:
- Click on the time schedule option in the group settings.
- A pop up window will appear.
- Select the start and end time (In case of 24/7 operations please opt for whole day).
- Select the working days by simply checking and un-checking the non working days.
- Select the clips for non working business hours (Not required in 24/7 operations scenario).
- Select the clip for non working days (Not required in 24/7 operations scenario).
- Click on save

Example for After office working hours sound clip : “We are closed for the day. Our Business hours start from 10 AM to 6 PM.” Or, “Offices are closed now. To ask a query, leave a message after the beep.”
2. Normal vs Advance Sticky Member
A sticky Agent/ member is a feature where a caller is connected to the same employee every time the caller calls from his/her number. This feature ensures that the caller always speaks to the same employee and a bond is established.
The feature helps the company to provide better and more efficient customer support all the time which eventually helps them to retain their clients.
Type of “Sticky Agents”
CallerDesk provides two types of “Sticky Agents” facility to its customers:
In the mentioned Sticky Agent Tab, there are three options available:
Normal- (Strictly bind sticky Agent)
In this case, an agent from customer care services is strictly bound to a specific user. Suppose a Caller calls up at your customer care number and Agent “A” has picked up your call previously. If Agent “A” is a strictly bound agent, then the platform will only try to reach Agent “A”. In case, Agent “A” is not able to pick the call or his number is busy then the call will be disconnected/ dropped.
Advance- (Loosely bind sticky Agent)
In this case, an agent from customer care services is not strictly bound to a specific user. Suppose a Caller calls up at your customer care number and Agent “A” has picked up your call previously. If Agent “A” is a strictly bound agent, then the platform will try to reach Agent “A”. In case, Agent “A” is not able to pick the call or his number is busy then the platform will try to connect the call to the next available agent.
Sticky off
In Case the Sticky is “off” then the calls flow will be as per the decided call strategy, i.e. Roundrobin Ringing, Sequential Ringing, and Random Ringing.
3. How to delete a member from Call group
In order to delete a member from a particular call group, admin need to enter in the group.

A list of members will be visible at the bottom of the “Call Group Setting” page. It shows all the details regarding the member.

To delete any member click on the delete icon in the action column of the said member. Once you click on the icon a confirmation window will pop-up.
Now you have successfully deleted the member from the group. As soon as you click on the Save, the updated page will appear where the name of the deleted member will not be visible in the list.
4. What is Callgroup Shift Wise Schedule ?
Business xyz company have 30 employees with 3 different shifts ( i.e 10-2pm , 2-8pm,8-12am ). Every unique 10 employees are using this cloud IVR platform for each shift. So, instead of changing and editing all 10 employees of particular shift manually, now user just need to use “Agent Time Schedule” where you can fix employees according to daily working time shifts.
Why Require callgroup Shift Wise Schedule option:
1. Businesses have multiple office shifts and each shift have different employees to handle calls.
2. Businesses wants to avoid manual member addition & deletion on daily basis.
How to use callgroup Shift wise schedule option:
Steps:
- Click on CallGroup > View details under Action icon.
- Now Click Add member tab under particular call group.
- Set “Business Hours” once popup came while adding members.
- Click Add Member submit button .
