Ring groups allow incoming calls to be distributed efficiently among a group of users and throughout a business. A Ring group allows you to have multiple phones ring when one extension or number is dialed. It is a great way for a business to share the distribution of incoming calls among employees. It is often used to efficiently distribute calls within specific departments such as Sales, Customer Support and Accounting. You can have all the phones in a ring group ring at once or set up a “round robin” approach where the extensions in the group ring in a specific order until the call is answered.
Ring groups allow your employees to be more productive and help decrease customer hold time. If all of the users assigned to a ring group are unavailable, you have forwarding options such as routing the call to the ring group’s voicemail or transferring the call to another extension.
Here are some examples of how a business can use ring groups:
Ring groups offer inbound calls to group members by ringing their phones extension-to-extension in succession, in a specific order, or simultaneously:
The following diagram is an example of a cyclic ring pattern. For a four-line ring group, the first call rings John (no answer), then rings Lisa (no answer), and then goes to Rob (answered). The second call is offered to Lisa first, then goes to Rob and Andy if it is not answered.
Ring groups allow your employees to be more productive and help decrease customer hold time. A ring group allows you to direct a call to multiple users instead of a single user. For example, if your company's billing department experiences a high call volume, you can create a ring group containing all billing representatives, and forward the call to the ring group. When customers call, the call is offered to the entire group (rather than a single representative), decreasing customer hold time. If none of the users assigned to a ring group are available, you can use call forwarding options to send the calls to the ring group’s voicemail, another extension, or your auto attendant.
To set up a ring group, you need a name, a site, and a dedicated extension number. Select a ring group caller ID for your callers, choose a ring pattern, set up a voicemail password for users to check the ring group messages, select the audio to play for callers, and set up rules to forward the calls when needed.
To set up a ring group:
You can quickly check a ring group's information by opening the ring group's Info Panel.
To view ring group's Summary information:
Refer to the following frequently-asked questions for more information:
No; you need to contact your administrator to reset the ring group voicemail password.
No; once you are selected as a member by the administrator, you cannot log in or log out from a ring group. The incoming calls to the ring group are offered to you.
While editing a ring group, scroll down to Voicemail, and click Reset Password. Enter a new password. It must contain 6 to 15 non-sequential digits, and Save. An email with the new password is sent to the ring group members.
If a call comes in to a ring group and is answered by another member of the group, it appears as a missed call for other members of the group.
If your phone does not ring on incoming calls to a ring group, one of these reasons may apply: call forwarding rule(s) are enabled, the Do Not Disturb (DND) status is enabled, the device is offline, or the ring group settings are not valid.
While editing a ring group, scroll down to Members. Click the bar to the left of the desired user, and move it up or down to change the order of the members in the group. For example, if you have moved John to the top of the list above Lisa and Rob, and selected Sequential (Cyclic Repetitive) call pattern, a call is always offered to John first, Lisa second, and Rob third.
While editing a ring group, go to Ring Back Music and click Change File. Click next to the audio file that you like to delete. If you do not choose another audio file before deleting the currently selected audio file, the default audio file is selected. The audio files repository is also accessible from Users, Auto Attendant, and Call Queue edit pages.
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