Ring Groups

Overview

Ring Groups allow you to organize collections of users and associate them directly with an inbound route or extension. Rather than requiring callers to navigate through a long list of individual extensions, Ring Groups streamline call delivery by routing incoming calls to the right group of agents automatically. Ring Groups support internal users as well as external numbers and can be configured to fall back to a queue, another ring group, or an auto attendant if no one in the group is available to answer.

Configuration Options

• Name and Extension

  • Enter a name for the ring group and assign it a new extension. Choose a name that clearly identifies the group's purpose or the team it represents.

• Type

  • Determines how incoming calls are distributed to members of the group

    • Ring All

      • All users in the group are notified simultaneously. The call is answered by whoever picks up first.

    • Hunt

      • The system routes the call to users one at a time, working through the list from top to bottom until the call is answered.

• Call Tone

  • Select whether the caller hears a standard ringing tone or hold music while waiting for a group member to answer.

• Ring Time

  • Sets the duration each extension will ring before the system moves on. For example, with a ring time of 15 seconds:

    • Ring All

      • The entire group rings for 15 seconds before the call is routed to the next step.

    • Hunt

      • Each extension rings for 15 seconds individually before the system moves to the next user in the list.

• Users

  • Search for or select the users you want to include in the ring group. If using the Hunt group type, ensure users are listed in the preferred ringing order.

• External Numbers

  • Add external phone numbers, such as mobile phones, to the ring group alongside internal users.

• Routing Options

  • Configure where the call should be routed if the maximum ring time is reached and no one in the group answers. Options include routing to a queue, another ring group, or an auto attendant.

Routing to Sharpen Q Users

Ring Groups will not route directly to a Sharpen Q user via their internal extension. Ring Group calls will only reach users on a Connect softphone or a desk phone.

If it is necessary to route a Ring Group call to a Sharpen Q user, that user must have a Direct Inward Dial (DID) number assigned to them. The DID can then be added to the Ring Group via Add External Numbers, allowing the call to reach the Sharpen Q user successfully.