Set up a Ring Group

This topic describes how to create and configure a ring group.

Prerequisites

(Optional) Prepare custom prompts and Music on Hold (MoH) for the following prompt types:
  • Join Announcement: Welcome callers when they enter the ring group.
  • Ringback Tone: Keep callers engaged while waiting for a ring group member to answer.
  • Music on Hold: Keep callers engaged when they are on hold or waiting for transfer.

For more information, see Add a Custom Prompt and Add a MoH Playlist.

Procedure

  1. Log in to NovoOne Tenant portal, go to Call Features > Ring Group, click Add.
  2. Set up the ring group.
    Setting Description
    Extension

    By default, the system assigns the first available virtual number from the default Ring Group extension range (6300 - 6399, which is defined in System > Preferences > Default Number Range > Ring Group) for callers to reach the ring group.

    You can change the Ring Group extension to a number within or outside the configured range.
    Name Enter a name to help identify the ring group.
    Ring Strategy Select a ring strategy to distribute calls to members.
    • Ring All: Ring all available users simultaneously.
    • Memory Hunt: Ring the first available user. If the call is not answered within the ring timeout, the system progressively adds the next available user to ring, until all available users have been tried.
    • Sequential: Ring all available users one by one in order.
    Ring Timeout (s) Set the time in seconds that the system waits before ringing the next member or routing the call to Failover Destination.

    You can select a value from the drop-down list, or enter a value.

    Valid value: 5 to 300
    Join Announcement

    Select a prompt to be played automatically when a caller enters the ring group.

    Note: Available prompts are synchronized from System > Voice Prompt > Custom Prompt. You can select from existing prompts, or click Create New to add a new custom prompt.

    For more information, see Add a Custom Prompt.
    Play Join Announcement before ringing members
    Set whether to play the entire join announcement before ringing members.
    • If enabled, the system starts ringing members after the join announcement is played.
    • If disabled, the system starts ringing members while the join announcement is being played.
    Direct DID Numbers Select DID number(s) associated with the ring group.

    When callers dial the DID number, the call is routed to the ring group.
    Ringback Tone

    Set the music played after Join Announcement is played and before a member answers.

    Note: Available music is synchronized from System > Voice Prompt > Music on Hold. You can select from existing music, or choose one of the following options.
    • Create New: Add a new Music on Hold playlist.
    • Default: Play the default Music on Hold playlist (the playlist named Default in System > Voice Prompt > Music on Hold).
    Music on Hold Set the music played when the call is on hold or waiting for transfer.
    Note: Available music is synchronized from System > Voice Prompt > Music on Hold. You can select from existing music, or choose one of the following options.
    • Create New: Add a new Music on Hold playlist.
    • Follow System: Play the default Music on Hold playlist (the playlist configured in System > Voice Prompt > Prompt Preferences > Music on Hold).
    • Ring Tone: Play a ring tone.
    • Default: Play the default Music on Hold playlist (the playlist named Default in System > Voice Prompt > Music on Hold).
    Ring Group Alert Info

    Enter the alert-info text to be added to the Alert-Info header of INVITE requests, which is used to trigger IP phones to play a specific ringtone when receiving a ring group call.

    Note:
    • Only letters, numbers, _, and - are allowed.
    • To enable distinctive ringtone for ring group calls, you need to further configure distinctive ringtones for IP phones based on the alert-info text.

      For more information, see Set Specific Ringtones for a Provisioned IP Phone.
    Members Select user extensions from the Total box to the Selected box to add them as ring group members.
    Failover Destination Select a destination to route the call when no member answers before the ring timeout expires.
    • Hang Up
    • User
    • Voicemail
    • IVR
    • Ring Group
    • Queue
    • External Number
    • Play Prompt then Hang Up
      Note: Available prompts are synchronized from System > Voice Prompt > Custom Prompt. You can select from existing prompts, or click Create New to add a new custom prompt.

      For more information, see Add a Custom Prompt.
    Time-Based Routing To route ring group calls received in non-business hours to different destinations, enable this option and configure the following settings.
    • Business Hours Profile: Select a business hours profile that defines the business hours.
    • Outside Business Hours Destination: Select the destination for ring group calls received outside business hours.
    • Holiday Handling: Specify the routing strategy for ring group calls received during holidays.
      • Route to Holiday Destination: Route ring group calls during holidays to a specific destination.

        If selected, choose a destination from Holidays Destination drop-down list.

      • Ignore Holiday: Ignore holidays and route calls based on business hours setting.
  3. Click Save.

Result

The ring group is created.