Overview
Purpose
Ring groups allow multiple extensions to ring for a single incoming call, ensuring calls are answered quickly by any available team member. Perfect for sales teams, support groups, or any department that needs shared call handling.
Ring Strategies
Simultaneous Ringing
All group members ring at the same time. First to answer gets the call.
Best For:
- Small teams (2-5 members)
- High-priority calls
- Sales teams
- Customer service
Advantages:
- Fastest answer time
- No missed opportunities
- Fair distribution
Considerations:
- Can be disruptive
- Phone activity overhead
- Not ideal for large groups (10+)
Sequential Ringing
Members ring in specified order. Moves to next if no answer.
Best For:
- Hierarchical teams
- Escalation paths
- Priority-based routing
- On-call schedules
Configuration:
- Define member order
- Set ring time per member (15-30 sec)
- Configure final destination
Example Order:
- Primary agent (30 sec)
- Backup agent (30 sec)
- Supervisor (30 sec)
- Voicemail
Random Distribution
System randomly selects member to ring.
Best For:
- Load balancing
- Fair distribution
- Large teams
- Avoiding favoritism
Characteristics:
- Equal opportunity
- Unpredictable routing
- No priority
Use Case
Large sales teams where you want even distribution without favoring specific members.
Longest Idle
Routes to member who hasn't received a call in longest time.
Best For:
- Fair call distribution
- Team balance
- Commission-based teams
- Performance equity
Tracking:
- System tracks last call time
- Resets on member answer
- Tracks across calls
- Ignores unanswered rings
Ideal For:
- Sales teams with commission
- Support teams with metrics
- Any team wanting fair distribution
Create Ring Group
Navigate to Ring Groups
Go to Call Features > Ring Groups
Add New Ring Group
Click Add and configure:
Required Fields:
- Name: Descriptive name (e.g., "Sales Team")
- Extension: Direct dial number (e.g., 6000)
- Ring Strategy: How to ring members
- Ring Time: Seconds before timeout (15-60)
Extension Numbers
Use extension range 6000-6999 for ring groups to distinguish from user extensions (1000-5999).
Add Members:
- Select extensions to include
- Set member order (for sequential)
- Enable/disable per member
- Maximum 32 members
Member Options:
- Ring delay (seconds before member rings)
- Skip if busy
- Skip if unavailable
- Custom timeouts
Best Practice
Include 3-7 members for optimal performance. Larger groups should use queues instead.
Advanced Options:
- Caller ID: Display original caller or ring group
- Music on Hold: Play music while ringing
- Call Recording: Record all calls
- Destination if No Answer: Voicemail, IVR, operator
- Announcement: Play message before ringing
- Confirm Calls: Member must press 1 to accept (mobile forwarding)
Configure Failover
Set destination if no members answer:
Failover Options:
- Voicemail (group or specific user)
- IVR menu
- Another ring group
- External number
- Hangup with message
Always Set Failover
Never leave callers without a destination. Always configure voicemail or alternative routing.
Save and Test
Click Save and test the ring group:
Testing Checklist:
- Call ring group extension
- Verify all members ring (or correct strategy)
- Test failover after timeout
- Check caller ID display
- Verify recording if enabled
- Test member availability
Common Scenarios
Sales Team Ring Group
Configuration:
- Name: Sales Team
- Extension: 6001
- Strategy: Ring All
- Ring Time: 30 seconds
- Members: 5 sales reps
- Failover: Sales voicemail
Use Case: Main sales line, all reps ring, first available answers
Support Escalation
Configuration:
- Strategy: Ring in Order
- Members:
- Tier 1 Support (20 sec)
- Tier 2 Support (20 sec)
- Manager (15 sec)
- After-hours on-call (mobile)
- Failover: Support voicemail
After-Hours On-Call
Configuration:
- Name: After Hours Support
- Extension: 6911
- Strategy: Ring in Order
- Members: On-call mobile numbers
- Confirm Calls: Enabled (press 1 to accept)
- Announcement: "Connecting to on-call support"
Mobile Forwarding
Enable "Confirm Calls" when forwarding to mobile to avoid voicemail capture.
Best Practices
Size Limits:
- Small teams (2-5): Ring All strategy
- Medium teams (6-10): Least Recent or Random
- Large teams (10+): Use Queues instead
Ring Times:
- Total ring time: 30-45 seconds
- Per-member (sequential): 15-20 seconds
- Don't exceed 60 seconds total
Member Management:
- Remove members on vacation
- Adjust for part-time staff
- Update on-call schedules
- Test regularly