Before you start
- You need at least one user with the agent role to add as a member.
Steps
1
Go to Ring groups
In the left navigation, select Ring groups, then select Add ring group.
2
Name the ring group
Enter a Name, such as “Front desk”.
3
Choose the ring strategy
Set Strategy to Simultaneous to ring every member at once, or Sequential to
ring them one at a time in order.
4
Set the ring time
Enter Ring time (seconds) — how long to ring before moving on. Defaults to 20 seconds.
5
Set a fallback
Set If no answer to a queue or IVR menu for calls nobody in the group answers.
6
Add members
Add the agents you want in the group. For Sequential, the order you add them is the
order they’re rung.
7
Save
Select Save.
Verify
Route a phone number to the ring group (see Route an inbound
number) and call it. Every member’s phone rings at once
(simultaneous) or in order (sequential).
Common problems
- Nobody’s phone rings. Confirm at least one member is signed in — a ring group dials members directly, so someone who isn’t signed in (and therefore not registered) can’t be reached. See Connect a device and check registration.
- The fallback doesn’t trigger. Confirm Ring time is short enough that it’s actually reached before the caller hangs up first.