How to Group Call Endpoints (Buyers)

Creating An Endpoint Group

1. Head into Contact Handlers -> Handler Group or head into Buyers -> Buyer Groups if Performance Marketing Edition is enabled under the Retreaver Store, then press "Create new group"

2. Under the Call Buyer field, insert any call buyers you wish to add to this group

   

3. Groups are useful any time you have multiple Call Endpoints (Buyers) to add to a Campaign. This group is treated exactly the same as normal entries for call routing purposes, this serves as a helpful container.

   Aside from organizational purposes, groups have their own daily, monthly, and hard caps. Calls contributing to a cap on an individual will also contribute to caps on the group they belong to. Set a cap on the group, and once the cap is reached, nobody in the group will receive calls.

   

4. Edit the desired Campaign and begin typing the name of the group you've created and selected it. Be sure to click Update Campaign when you're finished.

   

Unlocking Endpoint Groups

Unlocking buyer groups allows for custom priorities and weights to be set for each call buyer in a group. However please note that any call buyers added to this group at a later date will also be added to a routing setting automatically in an unlocked state.

Configuring An Endpoint Group to Simuldial

You can set an endpoint group to simuldial by toggling the "Simuldial Handlers" toggle under the "Behaviour" section of the endpoint group edit page. Once placed on a campaign, any calls engaging with this group will dial out to every endpoint in the group simultaneously. The first member to pick up the call will then be routed to.


Configuring a group to simuldial.

Splitting business hours

You can easily handle situations where a series of Call Endpoints (Buyers) have staggered business hours. Start by creating multiple Call Endpoints (Buyers) - one for each time shift, and then add them to a group. You can then include these individually configured buyer groups on your campaigns.

Splitting call caps

The caps should be set on the group, with the caps on the individuals being left as infinite. Once a cap is reached on the group, they will be blocked from receiving additional calls.

You can further configure caps on an individual endpoint basis by modifying the endpoint profile directly, IE set a cap of 100 calls for the endpoint group, with a further maximum cap of 20 calls going to a specific member.

Dedupe as a company

Grouping call endpoints could allow Retreaver to consider the group of Endpoints a single company. This feature should be specifically enabled on the group by selecting the property "Dedupe as a company". 

For 'dedupe as a company' the calls should be directed to the group as a whole and not to individual targets. 

Here is an example of a routing setting where the call is routed to the whole group. Note that grey "Group". 

If the call is routed to individual endpoints than than 'dedupe as a company' will not work as the endpoints might be part of the same group but the call is routed to the individual endpoints.

Same endpoints and in this case they will be considered individual targets when routing. 

The reason for this setup is that one Endpoint could be part of many different groups. Routing a call to an endpoint does not automatically mean that it was routed to the group. In the example above if "Bid Target" is part of "Buyer group 1" and "Buyer group 2" and the call is routed just to "Bid Target", Retreaver will not consider the call routed to any of the groups and 'dedupe as a company' will not be applied.