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FAQ
FAQ Is Virtual Front Desk right for my business type?FAQ What key features set Virtual Front Desk apart from competitors?FAQ What Devices to use with Virtual Front Desk?FAQ Subscription and PlansFAQ How does the Microsoft Teams integration work?FAQ What is Virtual Front Desk's customer support like?FAQ Are you available worldwide?FAQ Do you offer Virtual Assistants to answer calls?

Groups and call queue.

Groups

By default, any button press with "Video call global admin and all other user who are not in a group" as the selected action, will trigger calls to all users simultaneously that are not part of a group. If you want to direct calls to specific individuals, in a queue, you can use our call queue feature. 

Within a group, you have the flexibility to send video call notifications to all members at once or in a sequential queue (video calls only). If there's no response within 30 seconds, the system can automatically dial the designated phone number of this group, depending on your settings. Alternatively, you can configure a group without users to bypass the video call process and initiate a phone call directly. This could be useful to create a sub menu of button using phone calls only. (Selecting more than one group creates a sub-menu on your station.)

After saving your group, go to Stations and link the group to a button. The button will then call only the users in that group and use the group’s phone number (if assigned).

To create a submenu, attach more than one group to the same button.

When a button uses groups:

  • User-level call forwarding, SMS, and email options are disabled; group rules apply.

*When creating a group with MS Teams users, be sure to enable the call queue option to prevent a conference call where all users can join simultaneously. Alternatively, you can create the call queue within your MS Teams admin account and then import it as a regular user using the Microsoft AAD search box. Don't forget to enable the "MS Teams Call Queue" option next to this call queue user, to ensure proper call handling.

Using Auto Attendant in Microsoft Teams
To use the Auto Attendant feature, create a standard group in Virtual Front Desk and enter the phone number of your Auto Attendant. When this group is selected as the action for a button, it will initiate a call to the Auto Attendant number.

Note: This option supports audio (phone) calls only, video is not supported.
 

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