Streamline Call Distribution with Ring Groups

What Is a Ring Group?

A ring group is a feature within your call distribution system that routes incoming calls to a designated group of agents—either all at once or in a specific order. 

With flexible ring group configuration, you can tailor call routing based on agent availability, skill sets, or team roles. This ensures that every call reaches the right person faster, supporting efficient call flow management and improving the customer experience.

How Do Ring Groups Work?

Ring groups help manage inbound call handling by directing incoming calls to a selected team of agents using customized call group settings. Based on your configuration, calls can ring all assigned agents at once or follow a specific agent routing logic, depending on your setup.

This ensures that calls are answered by the first available and best-suited agent, reducing wait times and improving team responsiveness. You can adapt the ring strategy to fit your team’s workflow, making your call distribution more efficient and customer-focused.

Deliver Better Service with Smart Ring Strategies

Call groups keep inbound calls organized, and the right ring strategy determines how they reach your agents. 

Whether balancing workloads or prioritizing speed, choosing the best strategy improves efficiency and reduces wait times.

• Round Robin – Calls are distributed one by one in a set sequence.
• Ring All – All agents receive the call simultaneously.
• Random – Calls are assigned to agents at random.

How to Set Up Ring Groups in CloudTalk?

• In your CloudTalk Dashboard, navigate to the list of groups and click “Add a group”.
• Enter a label for the group and provide an email for voicemail notifications.
• Click “+ADD” to select agents who will be part of the ring group.
• Choose a ring strategy, the ringing timeout, and the criteria for when calls enter the queue.
• If using skill-based routing, assign relevant skills to the agents in the groups.