Ring Groups
Overview:
Ring Groups in PBX.IM is a feature that allows incoming calls to be directed to a designated group of phone numbers or extensions, either simultaneously or in a specific sequence. This ensures that calls are answered more quickly by distributing them among multiple available users within an organization, such as a customer service team or sales department. The first agent to pick up the phone will handle the conversation.
For example, in a customer support center, a Ring Group could be set up so that when a customer calls for assistance, the call rings the phones of all available support agents simultaneously. If no agent is able to answer, the call can then be routed to a secondary Ring Group, possibly consisting of higher-level support staff.
Table of Contents
Introduction to Ring Groups
Configure Ring Groups to optimize call distribution according to your organization's needs and workforce expertise. Set time constraints for how long customers can be kept on hold, ensure timely responses to their inquiries, and facilitate seamless transfers to another available agent when necessary.
Set up a Ring Group
Access Ring Groups
- Log into PBX.IM Dashboard
- Go to ‘’Call Routing’’
- Select ‘’Ring Groups’’ from the drop down menu
Click on ‘’Add Ring Group’’
Complete the form by following the next steps:
Add Ring Group
Name
This is where you enter a name for the Ring Group you are creating. The name helps identify the specific Ring Group within the system.
You might name it based on its function, such as "Customer Support" or "Sales Team," for easier management and reference.
Labels
Labels are used for categorizing or tagging Ring Groups with specific identifiers that help in organizing and filtering groups within larger systems.
Choose, from the dropdown, the label that best suits your needs.
Labels like "High Priority," "Tech Support," or "East Coast" could be used to sort or prioritize Ring Group assignments.
Strategy
This determines how calls are distributed among the users in the Ring Group.
You can select between:
- Simultaneous
- Follow me 10s delay
- Follow me 15s delay
- Follow me 20s delay
- Follow me 30s delay
- Follow me 40s delay
- Follow me 50s delay
- Follow me 60s delay
- Follow me 70s delay
- Follow me 80s delay
- Follow me 90s delay
You can use Simultaneous when you want all the users in the Ring Group ring at the same time. The first user to pick up the phone handles the call.
Follow me with delay strategy involves a staggered or sequential calling pattern where the call is directed to the next user after a set delay if the previous user does not answer. For example, a "Follow me 10s delay" means the call will ring at the first user's phone, and if they don't answer within 10 seconds, it will then ring the next user's phone, and so on.
The rule that you apply here will generally apply for all the Users.
Music on hold
Allows you to select the music or message that is played to the caller while they are waiting for someone to pick up.
This can be used to keep the caller engaged while they wait, possibly providing company information or promotions.
You can opt for Greetings, Welcome messages or Christmas wishes. Whatever you set on your Media File option.
Exit destination
Specifies where the call should be routed if no one in the Ring Group answers within a certain timeframe.
You can set this to route to:
- User
- Time Condition
- Endpoint
- Queue
- Announcement
- Forward
- IVR
- Voicemail
- Ring Group
- Conference
For each destination you can also select a value from the drop down field.
Users
This section allows you to choose which individuals or extensions are part of this Ring Group.
You can add agents or web devices.
Use the "Search" option to quickly find whatever you are looking for.
Assigned
This area is where the selected users are displayed along with any specific settings for each, such as "Delay" (how long to wait before this phone starts ringing) and "Timeout" (how long the phone rings before moving to the next option).
You can set individual "Delay" and "Timeout" durations for each user in your table. Simply click on a user's name, then use the dropdown menu to select the desired settings. You have the option to choose any duration from 0 to 180 seconds for both delay and timeout settings.
Scenario:
Let's imagine you manage a customer support team where agents have varying levels of experience and expertise. You want to prioritize calls to more experienced agents, but also ensure that all calls are eventually answered even if it means routing them to newer agents.
Users and Settings:
- Agent A (Experienced): You want this agent to receive calls first.
- Agent B (Moderately Experienced): Should receive calls if Agent A is busy.
- Agent C (New Agent): Should only receive calls if both Agent A and B are busy.
Configurations:
.1Agent A - Delay: 0 seconds, Timeout: 30 seconds
- Delay: Since Agent A is your primary agent, their delay is set to 0 seconds, meaning they will receive calls immediately.
- Timeout: If Agent A does not answer within 30 seconds, the call will timeout and be passed to the next available agent.
.2Agent B - Delay: 30 seconds, Timeout: 30 seconds
- Delay: Agent B’s calls are delayed by 30 seconds. This means that if a call comes in and Agent A is busy or does not answer within their 30-second timeout, the call will then ring to Agent B.
- Timeout: If Agent B also does not answer within 30 seconds of the call being routed to them, the call will move on to the next tier.
.3Agent C - Delay: 60 seconds, Timeout: 30 seconds
- Delay: Agent C will only start receiving calls that have been waiting for 60 seconds. This delay gives both Agent A and Agent B the opportunity to pick up the call first.
- Timeout: Similar to the others, if Agent C does not answer within 30 seconds after the call starts ringing to them, it will go to voicemail or return to the queue based on your settings.
How It Works:
- When a call comes in, it first rings to Agent A immediately. If Agent A is already on a call or doesn’t answer within 30 seconds, the system waits until the 30-second mark and then routes the call to Agent B.
- If Agent B also can’t take the call, either because they are busy or don’t answer by the end of their 30-second window, at 60 seconds after the initial call arrival, the call then routes to Agent C.
- If no agents respond, the system can route the call according to further instructions, such as going to a general voicemail or a message stating all agents are busy.
Cancel and Save buttons
These buttons allow you to either cancel the configuration or save the changes you have made.
Click Cancel if you want to discard changes and exit without saving.
Click Save to apply and save all the settings you have configured.
If you want to edit or delete any Ring Group, go to the main Ring Group page and click on the 
Edit or 
Delete button.
Edit or Delete button.
Edit a Ring Group
Common Use Cases
Ring groups are perfect for making your work more efficient. Here are four common scenarios:
.1Customer Support Center:
- Scenario: You have a high volume of customer calls that need to be efficiently managed to ensure quick response times.
- Solution: A Ring Group is set up for the customer support team, where all incoming support calls ring simultaneously on multiple agents' phones.
.2Sales Department:
- Scenario: You have potential customers calling
- Solution: The sales team uses a sequential Ring Group strategy, where calls ring on the most experienced salesperson's phone first and then cascade down to newer team members if the call goes unanswered.
.3After-Hours Service:
- Scenario: You have customers that require assistance or information outside of regular business hours.
- Solution: An after-hours Ring Group is configured to forward calls to a team that includes remote or international workers operating in different time zones. This ensures that the business can provide 24/7 service without interruption.
.4Emergency Response Team:
- Scenario:You have a healthcare company and answering quickly to emergency calls is very important
- Solution: An Emergency Ring Group is set up so that any emergency calls trigger simultaneous ringing on all team members' phones, including backups. If the primary responders are unavailable, the call automatically moves to secondary team members, ensuring that the situation is addressed without delay.
FAQs
How do I choose the right ringing strategy for my Ring Group?
The choice of ringing strategy depends on your organization's specific needs. For rapid response, a simultaneous ringing strategy may be best, as it rings all phones in the group at once. For a tiered approach, sequential ringing can direct calls to the next available person if the first does not answer. Consider factors like staff availability, call volume, and priority when selecting a strategy.
What happens if no one in the Ring Group answers the call?
If no one answers, the call can be redirected to an exit destination such as a voicemail, another Ring Group, or a specific extension. This ensures that the caller is not left unattended and has the opportunity to leave a message or be redirected to an alternative contact point.
How does a Ring Group handle multiple simultaneous incoming calls?
When multiple calls come into a Ring Group simultaneously, the system handles each call based on the configured ringing strategy and the availability of the members in the group. For example, in a simultaneous ring strategy, all calls will ring on all available phones at the same time. If the line is busy with another call, subsequent calls can queue up or be rerouted according to your system settings.