Audience: account administrators. Applies to: VoIP HUD and Cloudli Connect.

A HUD group filters the VoIP HUD down to a chosen set of users. Instead of scrolling a full account list, an agent or supervisor can select a group and see only the colleagues that matter to them: their own team, a region, a campaign, or a set of transfer destinations.

Administrators create and manage groups themselves from the VoIP HUD page.

Before you begin

You need administrator rights. Users without them do not see the Manage groups link and cannot open the page.

Two things to decide for every group

This is the part worth reading before you create your first group, because the two are easy to confuse.

Who is in the group? These are the users who appear in the HUD when the group is selected. This is the group's membership.

Who can select the group? These are the users who find the group in their own View by Group filter. This is the group's availability.

They are set separately because they are often different people. An agent who transfers calls to an admissions desk needs to see that desk in their HUD but is not part of it. A supervisor needs to see their region without everyone else in the account being able to look at it.

Putting someone in a group does not let them select it, and letting someone select a group does not put them in it.

Open the HUD Groups page

Go to the VoIP HUD.
Select Manage groups, next to the View by Group filter.

The page lists every group in your account with its name, how many users are in it, who it is available to, and when it was last changed. You can search by group name or by the name, number, or extension of a user, and sort by any column.

Create a group
On the HUD Groups page, select Create Group.
Enter a group name. Names must be unique within your account.
Under Users in this group, tick the users who should appear in the HUD when this group is selected. Use the search box to find people by name, number, or extension. Ticked users move to the top of the list so you can see your selection as it grows.
Under Available to, choose who can select this group. See the next section.
Select Create.
The group appears in the View by Group filter for everyone you gave access to.
You can create a group with no members and add them later, which is useful when setting up a new team before people join it.

Choose who can select a group

Pick one of three options.

Entire account

Anyone in the account can select the group, including users added later. Use this for groups everyone may legitimately need, such as a set of transfer destinations or a shared escalation desk.

Entire group

Only the users in the group can select it. This stays in step automatically: add a member, and they gain access; remove one, and they lose it. Use this for a team that only needs to see itself. It is the simplest option and the right default for most team groups.

Selected users

Only the users you choose can select it, independently of who is in the group. Use this when a specific set of people needs to look at a group they are not part of, for example, supervisors who oversee a team without being in it.

You must pick at least one user if you choose Selected users. A group nobody can select is almost always a mistake.

In the group list, the Available to column shows which option is in use: Entire Account, Entire Group, or Selected Users, with the number of users in brackets.

Edit a group

Select a group from the list, or choose Edit group from the row menu. You can rename it, change who is in it, and change who can select it, independently of one another. Select Save changes when you are done.

Delete a group

Choose Delete group from the row menu, or from inside the edit panel.
The confirmation tells you how many users are in the group and who can currently select it.
Confirm.
The group stops appearing in the View by Group filter for everyone who had it. No user is removed from your account. Deleting a group removes only the grouping. Nothing about anyone's user record, line, or extension changes.
Any group can be deleted, including one that is the only group assigned to someone. See the note on empty HUDs below.

Control an individual user's HUD access

Group availability decides what a user can select. You can also decide what a user is allowed to see at all.

Go to Users, then Manage Users, and open the user.
Find the User Permission section.
VoIP HUD. Tick this if the user should have the HUD. If it is unticked, the VoIP HUD is not shown to them at all.
Then choose one of two options. Sees everyone in the account is the standard view: the user sees every extension and can use Show all in the filter. Limit to selected groups lets you tick the groups this person may see. They will see only the users in those groups; only those groups appear in their filter, and Show All is not offered.
Save.

Changes take effect the next time that user loads or refreshes the VoIP HUD.

Legacy groups created before this release

Groups that existed before this feature was released are not available on the HUD Groups page. They continue to work as before, but we recommend creating new ones using the existing workflow.

Common questions

Someone is in a group but cannot find it in their filter.

Membership and availability are separate. Open the group, check Available to, and either switch it to Entire group or add that person under Selected users.

A user's HUD is completely empty.

They are limited to selected groups and currently have none assigned, either because none were chosen or because the groups they had were deleted. This is intentional: the HUD never falls back to showing the whole account. Assign them a group to restore their view.

Can someone see a group they are not a member of?

Yes, and that is often the point. Set the group's availability to Entire account, or add them under Selected users.

Does deleting a group delete the users in it?

No. Only the group is deleted.

Can I set HUD access for many users at once?

Not currently. Access is set per user on the Edit User page.