Ring Groups
Ring Groups allow multiple extensions to ring simultaneously or in a set sequence when a call comes in. This ensures no customer call goes unanswered, as the system connects the caller to the first available team member.
How Ring Groups Work?
Ring Groups allow businesses to distribute inbound calls across specific departments or teams, ensuring that customer inquiries are handled quickly and efficiently. Instead of calls piling up at one extension, Ring Groups automatically route them to a group of agents who can best handle the query. This feature enhances collaboration, reduces wait times, and makes sure no important call is missed.
Example:
Suppose a customer dials your company’s main number. The IVR system offers different options: “Press 1 for Sales, 2 for Support, and 3 for Billing.” If the caller selects Sales, the call is directed to the Sales Ring Group, where all available sales representatives’ phones ring simultaneously or sequentially (depending on configuration). The first available rep to pick up handles the call.
Ring Groups Scenario in PBX
A customer calls your business, and instead of ringing just one extension, the call rings across the entire sales team simultaneously. The first available agent picks up, ensuring the customer doesn’t wait too long. With Ring Groups in PBX, you can set groups like sales, support, or billing, so calls are always directed to the right team without missing opportunities.
If the call is about a new purchase, it is routed to the Sales Ring Group (all sales agents’ phones ring until someone answers).
If the customer has a technical issue, the call goes to the Support Ring Group, so any available support agent can pick it up quickly.
For billing inquiries, the call is directed to the Accounts Ring Group.
This way, each department handles only relevant calls, reducing wait times and improving customer satisfaction. Businesses benefit from faster resolutions, balanced workloads, and streamlined communication across teams.
Benefits of the ring groups feature
A number of extensions
Ring Groups allow you to link multiple extensions under one group, so when a customer calls, the entire group rings. This ensures that the call doesn’t depend on a single employee and increases the chance of quick response.
Improve employees efficiency
By routing calls to specific groups (Sales, Support, Accounts), employees only handle calls relevant to their expertise. This reduces confusion, saves time, and improves overall work efficiency.
Choice of ring pattern
Ring Groups let you decide how the phones should ring—simultaneously, sequentially, or in a round-robin style. This flexibility ensures calls are handled according to your business’s needs.
Efficient call distribution
Calls are distributed fairly among employees, avoiding overload on any single agent. It also helps in balancing workloads and ensuring customers aren’t left unattended.
Multiple numbers
You can assign multiple numbers to a single ring group, so customers calling different business lines (e.g., sales inquiry, support, or billing) are still directed to the right department. This makes communication seamless and centralized.
FAQs: Ring Groups
Ring Groups allow you to route incoming calls to a specific group of extensions, such as Sales, Support, or Billing. This ensures that calls are always answered by the right team.
When a customer calls, the Ring Group rings multiple extensions based on the selected pattern (simultaneous, sequential, or round-robin). The first available agent can pick up the call.
Ring Groups are very different from hunt groups. A hunt group help you managing how the call is being received while a in a ring group all the extensions ring simultaneously.
A call queue is a group in which members pick up calls in queues. The call falls into a queue to be answered by the member who is available. In ring groups numbers are forwarded within an extension which then rings whenever a hosted extension rings.
Yes, you can create several ring groups according to your business requirement. There is no limit to the number of ring groups which are allowed on VoIPBusiness system.
In the case when there is an incoming call but no one in the ring group is available then you can direct the call to another extension or you can send it to the voicemail box of the ring group.
