Ring Group

Ring Groups provide the flexibility for a call to be answered by multiple internal extensions, commonly employed for handling calls received on specific lines (Inbound Routes) and directing them to designated destinations (such as Welcome prompts, IVR systems, and other ring groups). Additionally, internal access to the group can be achieved by dialling the assigned code.

To generate a Ring Group, navigate to NextGenSwitch > Call center> Ring Groups, where you’ll find fields for configuration.

Code: A unique identifier for the ring group (e.g. 5000).

Extensions: List the extensions that should be included in the ring group such as 1000, 1002, 1003.

Description: Provide a meaningful description for the ring group like Sales Team, Support.

Ring Strategy: Defines how calls are distributed among the extensions.

  • Ring All: Rings all extensions simultaneously.
  • One By One: Ring one by one extension.

Ring Time: The duration (in seconds) each call rings before moving to the next action.

Answer Channel: Indicates if the group allows answers, i.e. the call can be picked up by any member of the group.

Skip Busy Extension: Indicates whether or not to skip extensions that are currently busy.

Allow Diversions: Indicates whether call diversions are allowed for members of the group.

Ring back Tone: Enable or disable the ring back tone to let the caller hear a tone while the group rings.

Failed Destination:

  • Select Module: Choose where you want the calls to go after they reach this inbound route. This could be a specific extension, a ring group, an Announcement or another module like IVR menu.
  • Select Destination: selecting the destination refers to determining where incoming calls will be routed.

With ring groups, businesses can efficiently route calls to the right team, ensuring seamless communication and minimizing missed opportunities.