Ring Groups allow administrators to group multiple users under one extension, making their devices ring using either a cascading or simultaneous ring strategy.
Ring Groups are ideal for non-call center environments, where more sophisticated call distribution technology is required.
Create Ring Group:
a) Access the Ring Groups & Call Queues view, within the locations app, and select “Ring Groups”
b) Select the option "Create Ring Group".
1. Ring Group Information
a) Assign a name, extension number, call distribution strategy, and user to the ring group.
Call distribution strategy: Ring devices simultaneously.
2. Advanced Settings
a) Ringback tone: Select the default Ringback tone or upload a custom ringback tone. The ringback tone is the audio files callers listen to while waiting to be connected to an agent.
b) If nobody answers:
- Accept voicemails: This allows the caller to leave a voicemail message to a specific agent.
- Dial: Redirect the call to an agent, ring group, call queue, or call flow.
- Do nothing: Hangs up the call.
c) Caller ID Prepend: This will show a text that will allow agents to easily identify the call as part of the ring group. The text is prepended to the incoming caller ID shown on the Mobile App and desk phones.
d) Automatic call recording: enable automatic call recording for inbound calls.
e) Agent ring timeout: Time in seconds that the call will ring before timing out and executing the "if nobody answers" rule.
f) Missed call notifications: Define what happens when there is a missed call.
- Notify all agents in the group when a call is missed.
- Don't send missed call notifications to agents in the group.
Delete a Ring Group:
To delete a Ring Group access the Ring Group view, hover over the desired ring group, click on the drop-down menu located on the right-hand side, and select the option delete.