Manage Calls Easily With Ring Groups

Route calls directly to the right team with Ring Groups and get quicker responses, as well as better customer interactions. Automate routing to ensure  hassle-free call management.

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Set Your Own Calling Rules

Decrease Your Waiting Times

Ensure that support calls are quickly answered by an available agent and boost FCR.

Catch Every Opportunity

Distribute sales calls among multiple sales agents and address potential leads promptly.

Adapt Calling to Your Needs

Configure queue length, team skills, availability callbacks, answer logic, and more. Per group!

What is a Ring Group?

Ring Groups let you distribute incoming calls to a specific group of agents simultaneously or in a predefined sequence. You can tailor call distribution based on criteria like agent expertise or availability, ensuring that calls are directed to the most qualified team members. 

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4 Benefits of Ring Groups

Improve Productivity

Ensure that calls are distributed evenly among agents and prevent any single agent from being overwhelmed. Let them manage their workload better and handle calls efficiently.

Decrease Retention

Answer your customer calls more quickly to reduce wait times and improve the overall customer experience. Ensure satisfaction, loyalty, and boost the customers’ lifetime value. Keep them on your side.

Enhance Teamwork

Distribute calls among agents to foster a collaborative environment where team members support each other. Let agents share insights and solutions, enhancing problem-solving.

Boost Flexibility

Tailor the call distribution to fit your business needs, ensuring that the most urgent calls are addressed promptly and optimizing the efficiency of your call management strategy.

How Do Ring Groups Work?

Ring Groups work by routing incoming calls to a designated group of agents based on predefined rules. When a call comes in, it rings all call group members simultaneously or in a specific order, depending on your setup. This ensures that the call is answered quickly by the first available agent. 

You can customize the ring strategy to suit your team’s workflow, ensuring that customers are connected with the most appropriate agent.

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How to Set Up Ring Groups with CloudTalk?

01

In the Dashboard, navigate to the list of groups and click “Add a group”.

02

Enter a label for the group and provide an email address for voicemail notifications.

03

Click “+ADD” to select agents who will be part of the ring group. Choose from the list of available agents and confirm by clicking “Add.”

04

Assign VIP tags to important contacts in the Contacts section.

05

Choose a ring strategy: Ring All, Round Robin, or Random. Set the ringing timeout and define criteria for when calls enter the queue.

06

If using skill-based routing, assign relevant skills to agents and configure the group to route calls based on these skills.

07

In Account → Sounds, select or upload waiting music and periodic announcements for callers in the queue.

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Different Types of Ring Groups in CloudTalk

Ring All

The Ring All option ensures that all agents in the group are notified simultaneously when a call comes in. This approach allows the first available agent to answer the call.

Round Robin

Round Robin distributes calls evenly among agents in a rotating order. Each call is assigned to the next agent in the sequence, ensuring that everyone shares the workload fairly.

Random

Random routes calls to agents on a random basis. This unpredictable approach ensures that calls are distributed without bias, allowing for a varied workload among agents.

Put your call flow in order. Effortlessly!

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Have questions?

What is a ring group in PBX?

A ring group in a PBX (Private Branch Exchange) system is a feature that allows incoming calls to be directed to a designated group of extensions simultaneously or in a specified order. This setup ensures that calls are distributed efficiently among multiple users, improving response times and ensuring that calls are answered even if one or more agents are unavailable.

How to create a ring group?

You may be asking how to set someone on a ring? To create a ring group, start by accessing your PBX or VoIP system’s admin interface. Navigate to the ring groups section and choose the option to add a new phone group. Define the group’s name, select the members (extensions or agents) who will receive the calls, and set the ring strategy (e.g., simultaneous, sequential, round-robin). Save the configuration, and the ring group will be ready to manage incoming calls according to your settings.

What are the different types of ring groups?

There are several types of ring groups:

– Ring All: Calls are simultaneously sent to all agents in the group, allowing the first available agent to answer.
– Round Robin: Calls are distributed in a rotating sequence among group members, ensuring an even workload.
– Random: Calls are routed to agents in a random order, which helps in distributing calls without bias.
– Least Busy: Calls are directed to the agent with the fewest current calls or least busy status, optimizing call handling and reducing wait times.

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