A Ring Group allows calls to be taken by more than one extension at the same time. While it works in a similar way to a Queue, it does not have as many features.
Go to Extensions and select Ring Group> Add Ring Group
Configure by adding the ring group name and extension number you wish to use for the ring group. Then add the extensions you wish to use in the ring group.
This is enough to create a Basic Ring Group, but we can get more creative than this!
Click Advanced Options for more features:
That's a lot of new information! But don't feel daunted. Let's go through them a few at a time.
Greeting: The greeting sound file played to callers when the Ring group is dialled.
Answer on undefined greeting: If this option is turned on, the ring group will not answer until a greeting is allocated.
Timeout Message: Sound file played to the caller if his call does not get answered by any of the ring group extensions. NOTE: The sound file must have 'announce-' name prefix (e.g. 'announce-unavailable').
Loops: How many times to repeatedly call ring group extensions when unanswered.
Timeout: How many seconds will ring group extensions ring before the call is considered unanswered.
Dial Options: Additional call options assigned to a ring group, ie play music instead of a ring tone.
Ring Strategy: This option determines how the ring group extensions will be called;
- All - ring all extensions in the group
- Least Recent - ring extension with least answered calls
- Round Robin - ring each available extension
- Round Robin with Memory - like round, except it begins with the extension that was last rung
Custom ringtone: Set a custom ringtone for the phones which are in this ring group
So, using the above, we can allow callers to hear a greeting, decide if extensions are called one at a time or all at once, add music so the caller hears on-hold music instead of a ring tone, and set a timeout so the call will fail over to another destination should no one be available.
Adding a Greeting
To add a Greeting, Dial *301 from your extension. At the tone, speak your message and hang up.
Save and re-open the ring group configuration, go to Advanced Options > Greeting. The greetings are automatically named and contain the time and date of the recording.
- To configure extensions to ring for 60 seconds add "60" in timeout.
- To ring handsets simultaneously select "All" in Ring Strategy
- To hear on-hold music instead of a ringing tone, in Dial Options add an "m".
Let's look at the next batch of Options.
Record Calls: Enable call recording service. All incoming/outgoing calls will be recorded.
Silent: Set whether call recordings should be announced to parties in conversation. So if set to "No", callers will hear a "Recording" or "This message is being recorded" message before the call transfers to the extension.
Both the above options cover call recordings, which we will cover in more depth in another guide, but please be aware that this option will only record calls that originate from the Ring Group - calls made direct to a telephone extension will not be affected. To set call recording on extensions, you will require a call recording license. Please speak to your sales representative for further details.
Exit Digit: Transfers the call to the 'Exit Destination'. This is useful to provide the caller with a way to exit the ring group before it has timed out.
Exit Extension: The telephone extension number to which the call is transferred once the user dials the 'Exit Digit'. This could be a Voicemail box or another extension.
An example of using an exit digit is a callers pressing the exit digit, ie "9" and be transferred automatically to a voicemail box, or the receptionist / operator.
Last Destination: The last destination to be dialled if none of the ring group extensions answer the call.
Last Destination is voicemail: Select whether you want calls to be redirected to the Last Destination or to voicemail
If the call has been ringing for 60 seconds and no one has answered, we can send the call to a different destination. This can be another ring group, a voicemail box or another extension. If you are sending the call to an extension, but want it go to its voicemail box select "Last Destination is Voicemail"
Confirm Calls: Chose whether the called extension in the ring group list should be asked to accept or refuse the call from ring group.
Confirmation Message: Chose whether to play system default or some custom added sound asking if you want to answer or reject the call
Call Answered Message: Chose whether to play system default or custom sound file which is presented to user when he accepts the call from ring group, but the call has already been answered by someone else
So, our Ring group should now look a bit like this:
Click Save to complete the ring group configuration.
Did you know you can also send calls to an external number via the ring group? Simply add the landline or mobile number to the 'Extensions' section, or the 'Last Destination'.