> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/account-management/channels/wofuer-soll-ich-mich-entscheiden-channels-oder-gruppen.md). # What should I choose: Channels or groups? sipgate offers Channels and groups for routing with multiple users and time profiles. Learn the differences here. {% hint style="info" %} This function of the *Groups* is **is available only to customers on sipgate classic** is available. Shared channels are available for this on sipgate neo. {% endhint %} Sipgate currently offers the option to set up channels and groups for routing with multiple users and time profiles. Groups cover all routing requirements. With channels, the enhanced integration of the [sipgate app](https://www.sipgate.de/app?utm_campaign=Google_DE_sipgate_Performance_Search_Produkt-App\&utm_source=google\&utm_medium=paid\&gad_source=1\&gbraid=0AAAAAD_dO_SwPYadKCH3cSkjU90qgpodR\&gclid=CjwKCAjwk8e1BhALEiwAc8MHiHzxKj2dQudpI5ZZ9oj3uLlrlCtu6MNBJLOM36aw61os0nr3QGUhHBoCkikQAvD_BwE), centralized communication, and improved customer support, including a new dashboard and detailed call statistics. Learn more in this article about the benefits of both options to find the best solution for your specific telephony needs. #### **Routing Channels vs. Groups** {% hint style="info" %} The tables below show the current feature set of both features. Sipgate channels are continuously being developed. In the future, you will also be able to implement complex telephony scenarios with channels. {% endhint %} | Routing | Channels | Groups | | ------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------- | | Number of users | Per channel: any number of users | Per group: max. 20 users | | Number of devices | Per user: 1 device in addition to the sipgate app (no mobile devices) | Per user: any number of 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) | | Only already ported numbers can be set up | Numbers currently being ported can already be set up | | | sipgate app integration | Dedicated channels overview in the app with an integrated inbox per channel as well as visibility into the availability of all users in the channel | The call list is visible in the app, but cannot be separated from other calls because there is no separate user area | | Distribution logic | Simultaneous ringing, longest idle time, and fixed ringing order | Simultaneous ringing only | | Record calls | Call recordings are not possible in the sipgate app via \*6 | Calls started via the webphone can be recorded with \*6 | #### **Statistics: Channels vs. Groups** | Statistics | Channels | Groups | | --------------------- | -------------------------------------------------------------------------------------------------- | --------------------------------------------------------------- | | Live statistics | Live display of the current call volume and utilization in the channels | Live display for the queue | | KPIs | Daily service level target values can be set individually and are visible in the dashboard | Summarized and viewable for the last 30 days or previous months | | Individual statistics | Individual user statistics can be activated in compliance with data protection regulations | No individual user statistics available | | Sharing statistics | Admins can share the statistics dashboard with any user (team leads) without granting admin rights | Sharing not possible | #### **sipgate app channels vs. groups** | sipgate app | Channels | Groups | | ------------------ | -------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------- | | Logging in and out | Individual login and logout with one click in the app | No individual login and logout in the app | | Structure | Separate area for channels with number overview, login/logout area, and channels inbox | No separate group area: incoming group calls are visible in the call list, but there is no dedicated group inbox | | Status display | User status is visible to all channel members | No overview of the status of the other members | --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://help.sipgate.de/cloud-telefonanlage/en/account-management/channels/wofuer-soll-ich-mich-entscheiden-channels-oder-gruppen.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.