Configure manager/assistant groups

The manager/assistant group consists of one manager and one or several assistants. 

Each manager/assistant group has its own internal number, external number (DDI) and voice mail where:

• The internal and external number are used to call the manager
• The voice mail, shared between the manager and assistants, is used as destination for call overflow on busy and no answer

The manager can:

• Activate delegation: the manager does no longer receive phone calls: they are handled by available assistants in the group.
  
  Note: Delegation can be activated even if there is no available assistant in the group.
• Supervise the status of all assistants 
• In case of call overflow on voice mail, listen to the voice messages left by callers 
• Deactivate delegation: the manager receives and answers phone calls 

Each assistant can:

• Activate delegation: the assistant handle the manager incoming calls on behalf, with possibility to forward calls, if necessary
• Supervise the status of the manager 
• Activate or deactivate the manager delegation
• If configured, cancel the call forwarding of the manager
• In case of call overflow on voice mail, listen to the voice messages left by callers
• Deactivate delegation: the assistant does no more receive the incoming phone calls for the manager

Call distribution in the manager/assistant group is based on serial search: the search starts with the manager, and continues with assistants in the order in which they are listed in the group.

By default, the manager search in directory (by name or firstname) returns two results: the manager profile in company and the manager/assistant group. To only keep the manager/assistant group as result, the visibility of the manager profile in company must be set to None (Information tab in the manager profile settings). 

The following rules apply when configuring manager/assistant groups:

• A member cannot be both a manager in one group and assistant in another group
• A member cannot be manager in several manager/assistant groups
• A member can be assistant in several manager/assistant groups

Configuration of manager/assistant groups is performed from the group management window.

From the group management window, you can:

• Grant manager and assistants the right to manage group settings (i.e. administrator role)
• Manage the destination of call overflow on busy and on no answer. The destination can be a company member, a hunt group, an internal or public number, a voice prompt, an Automated Attendant or a voice mail
• Authorize/forbid the last assistant present in the manager/assistant group to stop handling the manager incoming calls (i.e. by unchecking the I'M AVAILABLE box).
  
  Note: When forbidden, and the last assistant present in the manager/assistant group unchecks the I'M AVAILABLE box, on screen, the box turns to inactive mode (i.e. grayed color with cross symbol) and returns automatically to active mode (i.e. blue clor with tick symbol).
• Configure call recording for the manager/assistant group
• Customize voice prompts when the destination of call overflow on busy or no answer is a voice mail
  
  Warning: The default voice prompts cannot be downloaded for archive. After customization, it is no more possible to switch back to the default voice prompts.
• Analyze activity of the manager/assistant group and its members (number of incoming calls, number of answered calls, call duration) on different periods (yesterday, last 7 days, last 28 days) with possibility to download activity reports in csv file. By default, group activity report is enabled and member activity report is disabled
• Restrict incoming public calls for the manager/assistant group by managing a list of blocked public numbers 

Any company member with an internal extension number and a telephone device can be configured as manager or assistant.

Accessing the group management window

1. From the Rainbow application, click on Manage your company in the left panel.
2. In the MY COMPANY panel, click on the name of your company.
3. In the left panel, click on Communication.
4. In the right part of the window, click on the Groups tab.

Creating a manager/assistant group

1. From the group management window, click on Create.
2. Review/modify the following parameters:

   Name	Enter the firstname and name of the manager
   Type	Select Hunt group
   Subtype	Select Manager / Assistant
   Distribution	Configure the timer for overflow to another assistant of the group (10 seconds by default)
   Internal number	Select the internal extension number of the manager among listed available numbers
   Public number	Select the public number of the manager among listed available public numbers

3. Optionally, select the Lock the last member (no empty group) box to forbid the last assistant present in the manager/assistant group to stop handling the manager incoming calls.
4. Click on Next.
   The member configuration window opens.
5. To add the manager, enter the first letters of his/her name or email address. A list of matching entries appears allowing you to select the member of your choice.
6. To add assistants, enter the first letters of their name or email address. A list of matching entries appears allowing you to select the member of your choice.
7. Click on Apply.
   The manager/assistant group is created and displayed in the group list.

Managing a manager/assistant group

1. From the group management window, click on the target manager/assistant group and select the Members tab.
2. Perform any of the following:
   • To grant a manager or assistant the right to manage group settings: in Roles column, click on the down arrow in front of the target member and select Manager & Administrator or Assistant & Administrator.
   • To remove an assistant (the manager cannot be removed): click on in front of the target assistant.
   • To add an assistant: enter the first letters of the member name or email address and select the member of your choice in the list of matching entries.
3. Select the Information tab.
4. Optionally, select the Lock the last member (no empty group) box to forbid the last assistant present in the manager/assistant group to stop handling the manager incoming calls.
5. In the Activate call recording field, select the calls that will be recorded: All calls, External calls only, or Internal calls only, or select None to disable call recording for the manager/assistant group.
6. Configure the Destination type of call overflow on busy and no answer.
7. If Member is selected, enter the first letters of the name or email address of target company member. A list of matching entries appears allowing you to select the member of your choice.
   
   Note: Only company members configured with an extension number can be selected as destination of call overflow.
8. If Voice prompt is selected, select either the voice prompt configured by default, or a customized voice prompt if available: see article: Customize voice prompts. 
9. Click on Apply.

Customizing voice prompts for call overflow on voice mail

1. From the group management window, click on the target manager/assistant group and select the Voicemail prompts tab.
2. From the voice prompt configuration panel, click on Browse and select the wav file to upload.
3. In the Voice prompt field, select the voice prompt type.
4. Click on Upload.
   The customized voice prompt is displayed in the list with Customized type and active status ().

Restricting incoming public calls for a manager/assistant group

1. From the group management window, click on the target manager/assistant group and select the Blacklist tab.
2. Enter the public number to block with country code (e.g. for France, 0033 or +33 followed by the number, without the leading zero) and click on Add.
   The public number is added in the list.
   From the list, you can either edit or delete a public number.

Deleting a manager/assistant group

1. From the group management window, click on in front of the target manager/assistant group, and select Remove group.
2. Click on Remove.
   The manager/assistant group is deleted from the group list.