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1. Go to Inbound > Add a New In-group

2. The Add A New In-group page display with the following fields to fill:

• Group ID: ID excluding space and between 2 and 20 characters in length
• Group Name: A descriptive name excluding dashes, pluses or spaces and between 2 and 30 characters in length
• Group Color: It displays in the agent client app for differentiate to others
• Active: Available to take call or not
• Admin User Group:permits admin to read this record that is prohibited by user group.
• Web Form: Defines custom web form URL for agent calls. Add &CF_uses_custom_fields=Y for custom fields.
• Voicemail: Set voicemail for drops; assign next agent call.
• Fronter Display: Used in status field when the call comes to the agent.
• Script: Appear on the agents screen for this campaign.
• Get Call Launch: Set auto-launch options for tabs during call connections.

   Note: This will immediately show the Modify A Groups Record Page(i.e., step 5)

3. However, to get access to pre-created but not configured inbound group, go to Inbound > Show In-groups.

4. A list of existing Inbound Groups will be displayed, including In-Group Id, Name, Priority, Active, Admin Group, Time and Color. Each In-Group may be updated by clicking the Modify hyperlink or the Inbound Group itself.

5. In Modify A Call Menu Record page following attribute needs to input:

• Next Agent Call: Methods decide call routing based on agent availability and priorities.
• Queue Priority: Defines the call-answer order between inbound groups.

• Drop Call Seconds: Time a call stays in queue before being considered dropped.
• Drop Seconds Override Container: Overrides drop seconds based on day and time range settings.
• Drop Action: Defines actions for calls exceeding the Drop Call Seconds limit.
• Drop Lead Reset: Sets lead called-since-last-reset to N when call is dropped.
• Drop Exten: Defines dial plan extension for MESSAGE drop action at timeout.
• Voicemail: Directs dropped calls to voicemail box or user voicemail ID.
• Drop Transfer Group: Sends dropped calls to specified inbound group after timeout.
• Drop Call Menu: Sends dropped calls to specified call menu after timeout.
• Call Time: Defines the call time scheme based on server time, default 24hrs.

   Note: Are you in need of assistance configuring Call Time? Please READ

• Action Transfer CID: Sets caller ID for Drop, After-hours, and No-agent actions.
• After Hours Action: Defines action for after-hours calls: hangup, message, extension, voicemail, or transfer.
• After Hours Lead Reset: Sets lead called-since-last-reset to N for after-hours actions.
• After Hours Message Filename: Specifies the audio file played for MESSAGE action, default vm-goodbye.

   Note: Are you in need of assistance uploading audio files to the Audio Store? Please READ

• After Hours Extension: Defines dialplan extension for EXTENSION action, default is 8300.
• After Hours Voicemail: Specifies voicemail box for VOICEMAIL action, default AGENTVMAIL for AGENTDIRECT.
• After Hours Transfer Group: Directs calls to specified inbound group if outside call time scheme.
• After Hours Call Menu: Directs calls to specified Call Menu if outside in-group call time.
• No Agents No Queueing: Queue handling depends on agent availability; options manage call routing.
• No Agent No Queue Action: Field controls call queuing based on agent availability and routing.      
• No Agent No Queue Delay: Delay before No Agent No Queue check after call arrival.
• No Agent No Queue Lead Reset: Option resets lead's called status when No Agent action occurs.
• Audio File: Specifies the audio file played for No Agents No Queueing action
• In-Queue No Agents Check:Field controls queuing based on agent status; handles paused exceptions.
• In-Queue No Agents Pause Exceptions:Specifies pause codes list for NO_PAUSED_EXCEPTIONS in queue management.
• Areacode Filter: Filters queued calls by customer areacode; allows or drops based on list.    
• Areacode Filter Seconds: Sets delay in seconds before executing the Areacode Filter feature.
• Areacode Filter Action: Defines action for dropped calls when Areacode Filter is enabled.
• Audio File:Specifies the audio file played for Areacode Filter action

• Max Calls Method: Option limits concurrent calls or queued calls based on settings.
• Max Calls Count: Sets value for enabling Max Calls Method feature; default is 0.
• Max Calls Action: Action taken when Max Calls exceeds limit; defaults to NO_AGENT_NO_QUEUE.
• Welcome Message Filename: Specifies the audio file played to Welcome client
• Play Welcome Message: Controls when to play the welcome message based on call conditions.
• Music On Hold Context: Specifies music on hold context for customers placed on hold.

   Note: Do you need help configuring the music on hold context? Please READ

• On Hold Prompt Filename: Defines hold music file; must be 9 seconds or less in length.
• On Hold Prompt Interval: Time before on-hold prompt plays; set to 0 to disable.
• On Hold Prompt No Block: Allows calls to be sent to agents while on-hold prompt plays.
• On Hold Prompt Seconds: Sets duration for On Hold Prompt; must match audio file length.
• Play Place in Line: Determines if caller hears their queue position.
• Place in Line Caller Number: Defines audio prompt for customer’s position in queue if enabled.    
• Place in Line You Are Next Filename: Defines audio prompt for "next in line" notification when enabled.
• Play Estimated Hold Time: Option defines whether caller hears estimated hold time before transfer.

6. Click Submit