Call centers are special offices that are purpose-built to handle a large volume of phone calls. Call centers typically handle customer service, support, telemarketing, billing and collection functions. The employees who staff call centers are referred to as “agents” or “customer service representatives”. Call centers range from very small informal operations to quite large, highly optimized sites with hundreds of agents.
Ring Groups
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 dialing the assigned code.
To generate an Ring Groups, navigate to NextGenSwitch > Call center> Ring Groups, where you’ll find the most crucial fields for configuration.
Code:
Enter code here
(You would enter a unique code for this group.)
Extensions:
1000, 1001, 1002
(List the extensions that should be included in the ring group.)
Description:
Enter description here
(Provide a meaningful description for the ring group, like “Sales Team,” “Support,” or “Main Office.”)
Ring Strategy:
Ring all
(Choose a ring strategy, such as “Ring All” for all phones to ring simultaneously.)
Ring Time:
5
(The duration, in seconds, before the call is considered unanswered and moves to the next action.)
Answer Channel:
Yes
(Indicates if the group allows answers, i.e., the call can be picked up by any member of the group.)
Skip Busy Extension:
Yes
(Indicates whether or not to skip extensions that are currently busy.)
Allow Diversions:
Yes
(Indicates whether call diversions are allowed for members of the group.)
Ringback Tone:
Yes
(Enable or disable the ringback tone to let the caller hear a tone while the group rings.)
Failed Destination:
Select Module
(Select the destination or voicemail to route calls to in case the ring group is not answered.)
(You would select a specific destination for when the call fails to be answered, such as a voicemail box or another ring group.)