Groups

🔍 Overview of Groups

Groups are made up of two or more existing agents on your Maqsam account. You can create multiple groups, and an agent may belong to one or several groups at the same time.

Groups help you manage which agents can access and use specific Maqsam numbers. When a group is assigned to a number, only agents in that group can use it for outbound calls, and only they can receive inbound calls routed to that number.

📁 What You See in the Groups Page

• ID: A unique identifier for each group.
• Name: The group’s unique name.
• No. of Agents: The number of agents assigned to the group.
• Edit Option: Allows you to edit the group name.

🛠️ How to Create Groups

Stage 1: Creating the Group

1. Log in to your Maqsam account as an Admin. 
2. Go to the Groups tab.
3. Click + New Group.
4. Enter a group name and click Save.

Stage 2: Adding Agents to a Group

1. Go to the Users tab.
2. Click the three dots next to the agent you want to add.
3. Select Edit.
4. Scroll to the Groups section.
5. Select the group(s) you want to assign the agent to and click Save.

📞 Assigning Groups for Inbound or Outbound Calls

Inbound Calls

Assigning a group to a number allows that group to handle inbound calls. You can route: All inbound calls, or calls at a specific IVR stage.

Outbound Calls

Assigning a group to a number restricts outbound call usage, meaning agents in that group will only be able to place outbound calls using the assigned number.