Call groups are an effective way to route incoming calls to multiple users simultaneously within your Zuper Connect account, ensuring faster response times and improved customer service. 

Call groups are typically used with call routing, which directs incoming calls to the appropriate group, ensuring customers are quickly connected to the right person or department. To learn more, see How to Create a Call Route.

In this article, you’ll learn how to create a new call group in Zuper Connect. By setting up a call group, multiple users can receive calls at the same time, minimizing wait times and enhancing overall customer satisfaction. 

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 Access call group settings 

  • Select the “Settings” module from the left navigation menu. 
  • On the settings page, click “Zuper Connect.” The Zuper Connect settings page will appear.
  • Select “Call Settings.” You will land on the call groups listing page, displaying group names, the number of users assigned to each group, and the associated call routings.   

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Create a new call group 

To create a new call group,

  • Click the “+ New Group” button on the call groups listing page.

  • A dialog box will appear to create a new call group.
    1. Group name: Enter the name of the group you are creating.
    2. Members in group: Add all of the users you want to include in this call group. 

Note: Only users who have access to Zuper connect will be displayed for selection. For more details, see Manage user permissions. 

  • Click “Create.”

The group will be created successfully, and it will now be available for use when configuring your call route. 

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Edit a call group 

  • On the Call Groups listing page, click the icon next to the call group you want to update. 

  • The Update Call Group dialog box will open, allowing you to make the following modifications: 
    1. Call Group Name: Update the name of the group as needed. 
    2. Group Members: Add new members to the group or remove existing ones. 
  • Click Update to apply your changes. 

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Delete a call group 

  • On the Call Groups listing page, click the icon next to the call group you want to delete.

  • A confirmation dialog box appears.
  • Click Delete to delete the phone number. 

Note: Deleting a call group will remove it from any associated call routings. To ensure uninterrupted call management, assign a new group to handle incoming calls.