Using Ring Groups
A Ring Group is a great way to control and share the distribution of incoming calls. A Ring Group allows you to have multiple phones ring when your TTNC number is called. It can be used with any forwarding destination, whether a landline, mobile or VoIP User.
Why use a Ring Group?
Adding a Ring Group to your number's config couldn't be easier. It acts as a single destination. This means the setup can be quickly added to your current number config. This means you can continue forwarding to voicemail, transferring to another extension, routing to your Auto Attendant or even another Ring Group if everyone in your group is unavailable.
How can my business benefit from Ring Groups?
If you are a small business, you can set up a Ring Group to include all your employees. When a call comes in, you could have all the extensions ring at the same time, so whoever picks up first takes the call. Alternatively, you can set up the group so the phones ring in a specific order to distribute the workload better.
If you have multiple departments in your company, use Ring Groups to simplify transferring calls. Set up groups for Sales, Technical Support, Accounts, etc. Then you can set up your Virtual Receptionist to route calls to these 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 group instead of calling multiple extensions to find a live person to take the call.
Complex number functionality like Ring Groups can help take your business to the next level by improving efficiency and delivering improved customer service.
What is a Ring Strategy?
A Ring Strategy defines how a call is distributed. 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 moving on to the next destination or voicemail.
- Memory Hunt - Memory Hunt progressively adds the next destination in the list. The new destination will ring 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 simultaneously. Again, you can specify how long you want each destination to ring before moving on to the next destination or voicemail.
Selecting Hunt Group or Memory Hunt means that you can further configure the order in which the destinations will be attempted. The available orders are:
- Sequential - Each destination will be attempted in the order shown 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 - They are ordered by the longest time since an agent or destination has taken a call. Based on calls per day.
- Least Talk Time - They are ordered by the smallest amount of talk time spent on calls per day.
Our Ring Group functionality is part of our Enhanced Package (£18/month) for up to 10 Agents, and the Everything Package (£24/month) for up to 15. These Packages also includes Virtual Receptionist, where you can define options for your callers to press to route calls to the relevant teams. More information about our Packages can be found on our website.
To find out more about how Ring Groups work, please visit our Help Centre.