> 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? {% hint style="info" %} This function of the *Groups* is **only available to customers on sipgate classic** 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, are added. Learn more in this article about the benefits of both options to find the best-suited solution for your specific telephony needs. #### **Routing channels vs. groups** {% hint style="info" %} The tables below show the current range of features of both features. sipgate channels are continuously being developed. In 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, phone number being ported) | All phone numbers (landline, mobile, and international numbers) | All phone numbers (landline, mobile, and international numbers) | | Only phone numbers that have already been ported can be set up | Phone numbers currently being ported can already be set up | | | sipgate app integration | Separate channels overview in the app with an integrated inbox per channel as well as visibility of all users' availability 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 | Parallel ringing, longest idle time, and fixed ring sequence | Parallel ringing only | | Record conversation | Call recordings are not possible in the sipgate app via \*6 | Calls initiated 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 targets 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 grant access to the statistics dashboard to any users (team leads) without assigning admin rights | No sharing possible | #### **sipgate app channels vs. groups** | sipgate app | Channels | Groups | | -------------- | ------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------- | | Log in and out | Individual log in and out with one click in the app | No individual log in and out in the app | | Separation | Separate area for channels with phone number overview, log in/out area, and channels inbox | No separate groups area: incoming group calls are visible in the call list, but there is no separate 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. 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