Ring Groups

The Ring Group module helps you distribute incoming calls across multiple team members or devices. Think of it as a virtual receptionist that can ring multiple phones either simultaneously or in a specific sequence.

While how calls are processed is primarily managed through Contact Methods, you can also integrate and manage those settings through a ring group module when building call flows.

Or in other words, you can use the 'contact methods' (i.e., App, SIP account, PSTN route/regular phone number forwarding) within a ring group, and also update those contact methods' settings directly within the ring group.

Setting It Up

The Ring Group configuration has three main tabs: Users, Media, and CLI Rules.

Users Tab

When configuring the Users tab, you'll need to:

1. Name: Give your ring group a descriptive name (e.g., "Sales Team" or "Support Desk")

2. Add Destinations: Click "Add ring group destination" to select team members and their contact methods (phone numbers or VoIP connections)

3. Configure Ring Times: Use the 60-second timeline to set when and how long each destination rings:

   • Drag destinations left/right to adjust when they start ringing
   • Stretch or shrink the bars to adjust ring duration
   • Create sequential or simultaneous ringing patterns

Important

At least one destination must start ringing at 0 seconds. The system automatically adjusts timings to prevent gaps between destinations.

tip

You can add multiple contact methods for the same user. For example, you might ring their desk phone first, then their mobile phone after a delay.

Media Tab

The Media tab lets you configure two types of audio:

1. Music on Hold: Played when an active call is put on hold
2. Ringback Tone: Played while the caller waits for someone to answer

Select from your existing audio files or upload new ones for:

• Company messages
• Marketing announcements
• Music
• Custom greetings

CLI Rules

CLI (Caller Line Identification) Rules help you customize how calls from this Ring Group appear to recipients.

Common CLI Rule Examples

1. Set a department name:

   • Rule: ^(.*)$
   • Result: Sales Team

2. Add context to the caller ID:

   • Rule: ^(.*)$
   • Result: Support Line - \1

note

CLI Rules are disabled by default. Enable them when you need to customize outbound caller ID information.

Practical Example

In this example:

1. An incoming call reaches the Sales Ring Group
2. If no one answers within the configured time
3. The call is automatically forwarded to voicemail

This ensures no call goes unanswered, even if all team members are unavailable.

Best Practices

• Set shorter ring times (15-20 seconds) when using sequential ringing to prevent long wait times
• Use simultaneous ringing for urgent calls or small teams
• Configure voicemail or another fallback option for unanswered calls
• Consider time zones when setting up international teams
• Leverage app configurations to maintain consistent call handling across your system

App Configuration Settings

While app configurations are primarily managed through the Contact Methods menu, you can also integrate them into your call flows using Ring Groups. This is particularly useful when you want to combine app settings with other call handling features.

To integrate an app configuration with a Ring Group:

1. Drag a ring group module to the panel
2. Click "Add ring group destination"
3. Select the app user you want to add
4. Configure ring timing as needed

When an app configuration is connected to a Ring Group, you can:

• Use predefined voicemail settings for unanswered calls
• Apply consistent caller ID rules
• Utilize existing phone numbers and internal numbers
• Maintain uniform call recording settings

When to use the ring group and App combination

Use the Ring Group integration when you specifically want to:

1. Include the app in a complex call flow
2. Combine app handling with other modules
3. Set up sequential or simultaneous ringing with other destinations
4. Create department-specific routing rules