Core Module

Ring Groups

Ring groups fan out inbound calls to multiple extensions at once or in a defined order. They are ideal for sales pods, shared service desks, or any team that needs to answer common entry points quickly.

Module Workflow

  1. Navigate to Ring Groups -> Create New Ring Group.
  2. Provide a descriptive name and a unique access code (for example, codes 600-699).
  3. Select member extensions, choose a ring strategy (all at once, round robin, and so on), and set the ring timer.
  4. Decide whether to skip busy members, allow diversions, or answer the channel before bridging.
  5. Pick a failover module/destination (voicemail, IVR, queue) so callers always land somewhere when no one answers.
  6. Save and test by dialing the access code from an internal phone.

Configuration Steps

  • Keep priority lists short. If you need distinct shifts, create separate ring groups and switch them via time conditions.
  • Use the selectpicker search to add dozens of members quickly, then rely on Skip Busy or Allow Diversions only when the team forwarding rules are documented.

Operational Tips

  • Use clear naming and access-code ranges by department for easier operations and troubleshooting.
  • Always configure failover destinations so unanswered calls never drop.

Practical Example

Scenario: Build a ring group for Support Tier 1 that targets four agents simultaneously and falls back to voicemail after 30 seconds.

  1. Name: "Support Tier 1"
  2. Access Code: 601
  3. Members: extensions 2201, 2202, 2203, 2204
  4. Ring Strategy: Ring All
  5. Ring Time: 30 seconds
  6. Skip Busy Members: enabled
  7. Failover Module: Voicemail; Destination: "Support Voicemail"

Maintenance & Automation

Routine Checks

  • Audit access codes quarterly to prevent overlap with IVRs or feature codes.
  • Export membership lists monthly and confirm each extension still belongs to the team (especially after turnover).
  • Review failover destinations to ensure they still exist and have capacity (for example, voicemail boxes with enough storage).

Automation Ideas

  • Trigger a webhook when a ring group changes membership and sync updates to an on-call schedule or wallboard automatically.
  • Use the API to snapshot ring groups nightly and compare against version control; alert operations if someone edits strategy outside the change window.

Related Platform Pages

Connect this module to product and solution context for planning and implementation.