Using Ring Groups
Earlier this year we released our Ring Group service, a new way to intelligently distribute calls to teams of people.
This service is extremely flexible, it can be used with any device; landline, mobile, international destinations, IP handsets and VoIP Users.
We use Ring Groups for all of our phone numbers, and every day we speak to customers that could also use the ring group service to improve how they distribute inbound calls.
This post is an attempt to provide some more information about the TTNC Ring Group service and the benefits it can bring.
What is a Ring Group?
A Ring Group is a feature that allows you to have multiple phones ring when a number or VoIP User extension is dialled. They are a great way to control and share the distribution of incoming calls amongst employees and departments.
Why use a Ring Group?
It's an excellent way for a business to efficiently distribute incoming call among individual employees and departments such as Sales, Support and Finance.
Adding a Ring Group to your number's config couldn't be easier, it acts as a single destination. This means can quickly be dropped into your current number config allowing you to continue forwarding to voicemail, transferring to another extension, routing to your Auto Attendant or even another Ring Group if everyone in your Ring Group is unavailable.
How can my business use a Ring Group?
Here are some examples of how your business could use Ring Groups:
A business with up to 15 employees - Set up a ring group to include all your employees. When a call comes in, you could have all the extensions ring simultaneously so whoever picks up first takes the call or set up the ring group so the phones ring in a specific order to distribute the workload better.
A business with multiple Departments - If you have multiple departments in your company, use ring groups to simplify transferring calls. Set up ring groups for Sales, Technical Support, Shipping, etc. Then you can either set up your Auto Attendant to route calls to these ring groups (e.g., "Press 1 for Sales," "Press 2 for Technical Support," etc.) or you can have the receptionist transfer live calls to the appropriate ring group instead of calling multiple extensions to find a live person to take the call.
Enterprise-class services like Ring Groups can help take your business to the next level by improving employee efficiency and delivering better customer service.
What is a Ring Strategy?
A Ring Strategy is when a call comes into a ring group, and you determine how to distribute the call. You can select from three different strategies:
- Hunt Group - The Hunt Group ring strategy calls one destination at a time. You can specify how long you want each destination to ring before it moves on to the next destination or voicemail.
- Memory Hunt - Memory Hunt progressively adds the next destination in the list and rings it along with all the previous destinations until the end of the list is reached.
- Forward to All - Forward to All rings all the extensions in the destinations list at the same time. Again, you can specify how long you want each destination to ring before it moves on to the next destination or voicemail.
What is a Ring Order?
It is the order of how you want your phones to ring. You can configure the following ring orders:
- Sequential - Each agent or destination will be attempted in the same order showing in your list. You can drag and drop to re-order these destinations.
- Least Answered - The destinations will be ordered by the fewest amount of calls answered by an agent or destination per day.
- Longest Waiting - The destinations will be ordered by the longest time since an agent or destinaton has taken a call. Based on calls per day.
- Least Talk Time - The destinations will be ordered by the smallest amount of talk time spent on calls per day.
If you are interested in using Ring Groups, please get in contact with us.
To find out more about how Ring Groups work, please visit our help centre:
Help Centre - https://help.ttnc.co.uk/docs/ring-groups