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Guide for administrators

About Departments

A department gives you the ability to manage users at multiple levels within a group. For example, you could have ‘Sales’, ‘Marketing’ and ‘Call Centre’ departments under the ‘Toronto’ group.

On the Departments page, you can select members from existing groups to create new departments. This allows Auto Attendants to work across multiple groups rather than being limited to a single group.

Departments can also be nested, giving you the ability to manage users at two different levels. For example, you could have an ‘Inbound’, an ’Outbound’ and a ‘Call Centre’ department, with the Call Centre department serving as the parent department for both the Inbound and Outbound departments.

Once users are assigned to their departments, you can then create administrators to manage them. For example, you can create individual department administrators for the Inbound and Outbound departments, as well as an administrator for the entire Call Centre department with access to both the Inbound and Outbound users.

Using nested departments with Auto Attendants allows you to change the scope of an Auto Attendant to provide extension dialling at the company, group or department level. For example, using the scenario outlined above, an Auto Attendant can be created for the whole Call Centre department or any of its sub-departments (ie. Inbound).