How to utilise and manage groups on Gradwell One

Getting started

On Gradwell One a lot of the call management actions on your account are performed using groups, so it is important to understand them. Groups are extremely flexible, and there is no limit to how you use them.

Basic configuration

To create new groups, navigate to the User administration menu and select User groups.

From here, click the New button and type a name for your group and click save.

Using groups

A common use for groups is to use them for different functions within your business, such as sales and support. 

If you require it, you could have groups for levels of management in your business, such as supervisors and management, as well as specific groups for functions such as PAs and switchboard attendants.

You can even use groups for different geographic locations, which is useful if you have more than one office.

Users can be members of more than one group; for instance, you can have a user who is a member of the "London office" (location) group, with the job role of "supervisor" and also a member of the "Support" department.

Once you have created groups, you can use them to configure many parts of your phone system. You need them to create a hunt group or call queue, and you can also use them to create custom call routing rules for a group. Other support guides cover this process in more detail.

Adding employees to groups

To add an employee to a group, navigate to the User administration and select Users. Click on the employee you wish to edit and scroll to the User group membership section. Use the checkboxes to add a user to a group - you can select more than one if you wish - and click Apply to save the changes.

Managing multiple groups

In order to allow the system to make some sense of a user with multiple groups, you have the ability to assign groups priority whenever you use them to manage a feature.

For example, if you are setting up call routing rules for groups, you could have conflicting rules. A "support" group might have a routing rule that states that if a user is on the phone any other calls should be routed to the support call queue. However, a "management" group might have a routing rule that states that if the user is on the phone any other calls to them should be routed to a personal assistant.

If you had a user that was a member of both of these groups, you would need to tell the system which group take priority. Therefore, you would assign the "management" group a higher priority in the call routing rules section. You can change priority using the up and down arrows. 

There is no limit to how you decide to use groups and how you allocate your users to them. Therefore, feel free to experiment with them to find a combination that best suits your organisation.