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IT Services

Group Features

Request:Telephony Group Features
Contact: IT Service Desk, Live Chat, Raise a Ticket, Call 020 7882 8888

It is possible to link a number of telephone extension in to a group. There are two group features that we can provide on our Mitel infrastructure. A group can contain a mix of on-campus desk phones and MiCollab softphones.

Pickup Group

A pickup group will usually be configured for a group or team sharing an office. When extensions are linked together in a Pickup Group, any member of the group can ‘pick up’ a ringing phone in that group by pressing **3 on their keypad.

Ring Groups (also known as Hunt Groups)

A Ring Group allows calls to a central number to ring one or more extension number. Typically this will be used to ‘hunt’ around a set of extension numbers until someone is available to take a call.  We are able to configure a number of Ring Groups:

Ring All: Rings all available extension in a Ring Group at the same time.

Terminal Ring: Always starting from the first extension listed in the Ring Group, a Terminal Ring only rings the first available extension in the group. The call is not passed to another Ring Group member if the first available member doesn't answer the call.

Circular Ring: A Circular Ring is very similar to a Terminal Ring (The call is not passed to another Ring Group member if the first available member doesn't answer the call) however the call is allocated to the first available member starting after the member who handled the last call.

Terminal Cascade Ring: Always starting from the first extension listed in the Ring Group, a Terminal Cascade Ring rings the first available extension in the group. If the first available member doesn't answer the call, the call continues searching until an available member is found.

Circular Cascade Ring: A Circular Cascade Ring is very similar to a Terminal Cascade Ring (The call continues to search for an available extension) however the call is allocated to the first available member starting after the member who handled the last call.

For Ring All, Terminal Ring and Circular Ring groups, the call will ring for 20 seconds. After this time the call will be forwarded to an alternative destination (if set). 

For Terminal Cascade Ring and Circular Cascade Ring groups an individual extension will ring 20 seconds before being passed to the next available extension. The call will be passed round the group for a timer set to 20 seconds x number of extensions in Ring Group (e.g. a Ring Group of five extensions will have a maximum ring time of 1 minute 40 seconds) . After this time the call will be forwarded to an alternative destination (if set). 

If there are no available extensions available in a Ring Group the call will be placed in a queue 20 seconds. If there are no available extension during this period the call will be forwarded to an alternative destination (if set). 

Requesting a Pickup Group or Ring Group

A telephone extension can only be a member of one Pickup Group.  When requesting a Pickup Group the only information required is:

  • The extension numbers to be included in the pickup group
  • A ‘Team Name’ for us to record on the telephony service so we can identify your pickup group in the future.

When requesting a Ring Group the following information needs to be provided.

  • The type of ring group needed (Ring All, Terminal Ring, Circular Ring etc.)
  • The extension numbers to be included in the ring group, in the order that should be configured
  • A ‘Team Name’ for us to record on the telephony service so we can identify your Ring Group in the future.
  • [Optional] An action to be performed if the call is not answered:
    • Forward the call to another extension
    • Forward to a voicemail account
    • Forward to an external phone (e.g. mobile telephone)
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