What Is a Ring Group?
A ring group allows an incoming call to ring multiple phones or extensions at the same time or in sequence. It is commonly used for departments such as sales or support where any available team member should be able to answer a call. Instead of callers having to know a specific person’s extension, they reach the group and whoever is available picks up.
How Ring Groups Work
When a call is routed to a ring group, the system rings the assigned extensions according to the configured ring strategy. If no one answers within the ring timeout period, the call is forwarded to the next step, which is typically a voicemail box or another ring group.
Ring Strategies
- Simultaneous: All phones in the group ring at the same time. The first person to answer gets the call. This is the most common strategy for small teams.
- Round Robin: Calls rotate evenly through the members of the group, distributing call volume across the team over time.
- Sequential: The system rings the first extension, then the second if there is no answer, then the third, and so on through the list in order.
- Least Recent: The call goes to the member who has gone the longest without receiving a call from the group.
Adding or Removing Members
Ring group configuration is managed at the administrator level. To add or remove a member from a ring group, or to change the ring strategy or timeout settings, contact support with the name of the ring group and the changes needed. Changes are typically applied quickly and take effect immediately once saved.
Ring Groups vs Call Queues
Ring groups and call queues are related but different tools. A ring group rings all available members simultaneously or in sequence and does not hold callers in a waiting line. A call queue places callers on hold with music and a wait message until an agent becomes available. For small teams handling low call volumes, a ring group is often sufficient. For higher call volumes where callers may need to wait, a call queue provides a better experience.