What should I choose: Channels or Groups?
sipgate now allows you to set up Channels and Groups for routing with multiple users and time profiles. While Groups cover all routing needs, Channels offer additional features like enhanced integration with the sipgate App CLINQ, centralized communication, and improved customer support, including a new dashboard and detailed call statistics. Read this article to learn more about the benefits of both options and find the best solution for your specific telephony needs.
Routing Channels vs. Groups
Note: The following tables show the current functionality of both features. sipgate Channels are continuously being developed. In the future, you will also be able to implement complex telephony scenarios with Channels.
|
Routing |
Channels | Groups |
| Number of users | Per Channel: unlimited users | Per Group: up to 25 users |
| Number of devices | Per User: 1 device in addition to the sipgate App CLINQ (no mobile devices) | Per User: unlimited devices (including mobile devices) |
| Phone number (extension, number in porting) | All phone numbers (landline, mobile, and international numbers) | All phone numbers (landline, mobile, and international numbers) |
| No internal extensions currently possible | Internal extensions available | |
| Only ported phone numbers can be set up | Phone numbers that are in the process of being ported can already be set up | |
| The phone number can only be routed to the Channels side. | The phone number can be routed to both the phone number side and the group side | |
| sipgate App CLINQ integration | Custom Channels overview in the app with an integrated inbox for each Channel-routing and visibility into the availability of all users within the Channel | The call list is visible in the app, but it cannot be separated from other calls |
| Distribution logics | Longest idle time and fixed call order | Only simultaneous ringing |
Statistics: Channels vs. Groups
| Statistics | Channels | Groups |
| Live Statistics | Live display of current call volume and utilization in the Channels | Live display for the queue |
| KPIs | Daily service level targets can be customized and are visible on the dashboard | Summarized for the last 30 days or previous months |
| User Statistics | Individual user statistics can be activated in compliance with data protection regulations. | No individual user statistics available |
| Sharing of statistics | Admins can grant access to the statistics dashboard to any users (e.g., team leads) without assigning admin rights | No sharing possible |
sipgate App CLINQ Channels vs. Groups
| sipgate App CLINQ | Channels | Groups |
| Log in and log out | One-click individual log in and log out within the app | No individual log in and log out in the app |
| Division | Separate section for Channels with phone number overview, log in and log out area, and Channels inbox | No separate group section: Incoming group calls are visible in the call list, but there is no dedicated group inbox |
| Status display | User status is visible to all Channels members | No overview of the status of other members |