Ring Group Overview

Ring group is a feature to share the distribution of incoming calls among employees. This topic describes what is ring group, ring strategy, and failover destination.

What is ring group

Ring group allows you to merge multiple extension numbers into a virtual number. The customers can dial the virtual number, and the calls ring through all the members to make sure that no call goes unanswered. It is often used to efficiently distribute calls to specific departments such as Sales, Support, and Accounting.

Ring strategy

Ring group can ring members in two ways:

  • Ring all simultaneously: When receiving an incoming call, the system rings all the available members at the same time and stops ringing when any member in the group picks up the call. If no one answers the call within the ring time, the system routes the call to the failover destination.

    You can set this option for teams such as Support or Customer Service, where all members are equally responsible for answering incoming calls.

  • Ring sequentially: When receiving an incoming call, the system rings the first available member in the list firstly. If no answer within the ring time, the system rings the next available member until the last one. If no one answers the call, the system routes the call to the failover destination.

    You can set this option for receptionist who holds the primary responsibility for answering the phone while other individuals acting as backups.

Failover destination

When a call comes in to the ring group, and no one is available to answer the call, you can end the call or route the call to the following destinations:

  • Hang Up
  • Extension
  • Extension Voicemail
  • Group Voicemail
  • IVR
  • Ring Group
  • Queue
  • External Number
  • Play Prompt and Exit