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, call routing destination, and missed call alerts.
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 four 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.
- Ring sequentially: When receiving an incoming call, the system rings the first available member in the list. 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.
- Memory hunt: When receiving an incoming call, the system rings the first available member in the list. If no answer within the ring time, the system rings the first and second available member. If still no answer within the ring time, the system rings the first, second, and third available member, and the like, until all available members in the list rang. If no one answers the call, the system routes the call to the failover destination.
- Custom: When receiving an incoming call, the system rings members according to their individually set delay times and stops ringing after their individual ring timeouts. If no one answers the call, the system routes the call to the failover destination.
Call routing destination
- Failover Destination: When a call comes into the ring group and no available extension answers within the timeout period, the call is routed to this destination.
- No Extension Online Destination: When no extension in the ring group is online (all members' extensions are unregistered or disconnected), the call is routed to this destination.
The supported destination options are listed below:
- Hang Up
- Extension
- Extension Voicemail
- Group Voicemail
- IVR
- Call Flow
- Ring Group
- Queue
- External Number
- Play Prompt and Exit
Missed call alerts
When there are missed calls from ring group, the system can record the missed calls and notify members via email.
To record missed calls from ring group, see Record Missed Calls.
To set up email alerts for missed calls from ring group, see Set up Email Notifications for Missed Calls.