A VoIP feature that routes incoming calls to a predefined group of extensions simultaneously or in sequence.
Here’s a more detailed explanation:
What it is:
Ring groups allow businesses to assign incoming calls to multiple team members or departments — like sales, support, or reception — so that the first available person can answer. This ensures faster response times and better customer service.
How it works:
When a call comes in to a ring group (e.g., “Support”), the system rings all assigned extensions based on a chosen strategy: simultaneously (all phones ring at once), sequentially (in a set order), or in a round-robin cycle. If no one answers, the call can be routed to voicemail, another group, or an overflow queue.
Benefits:
- Faster response times: Increases the likelihood of someone answering quickly.
- Improved customer experience: Reduces wait time and frustration for callers.
- Team-based routing: Directs calls to functional groups rather than individuals.
- Customizable strategies: Offers flexibility with simultaneous, sequential, or cascading ring styles.
- Missed call reduction: Ensures coverage even if individual users are unavailable.
Key components:
- Call routing logic: Defines how and when each extension in the group is rung.
- Group configuration: A set of user extensions assigned to handle incoming calls.
- Failover rules: Determine where calls go if no one in the group answers.
- Integration with IVR or auto-attendants: Routes calls to groups based on caller input.
- Reporting tools: Track group performance, missed calls, and response times.
Why it’s beneficial:
Ring groups help businesses handle high call volumes efficiently and ensure that important calls are answered quickly by the right team. This improves responsiveness, boosts customer satisfaction, and ensures smoother internal workflows.