Ring Groups

Ring Groups allows you to create a grouping of extensions or external phones that can be called at once by dialing the Ring Group’s extension number or routing calls to the Ring Group from IVRs or DIDs.

Click on the Ring Groups menu Option

From here, you can see a list of all the Ring Groups that are set up for this Client.

You can edit or delete any Ring Group by highlighting the Ring Group and pressing the edit or delete buttons at the top.

When creating a Ring Group, you can set the following options for each Ring Group:

Settings (tab):

• Group Name – Friendly Name for this Ring Group
• Group Extension – Which extension number is assigned to this Ring Group so you can call it directly from your phone or transfer callers to this Ring Group.
• Ring Strategy – The method for distributing calls to the users/extensions:
  • Ring All Extensions – All extensions in the group ring simultaneously until one answers. If no one answers before the dial timeout expires, the call is sent to the failure destination.
  • Ring Extensions Sequentially – The extensions ring alternately, with each ringing for the duration of the dial timeout. If none of the extensions answer, the call is sent to the failure destination.
  • Ring Extensions Sequentially with Memory – Rings extensions sequentially, retaining previous extensions in the ringing process until the call is answered.
• Dial Timeout – Time in seconds to ring the numbers in the list below. If nobody answers the call during that set time, the caller will be routed to the Failure Destination below.
• Caller ID Prefix – A prefix added to the Caller ID Name sent to the extension in the list below.
  • This is a great way to know where the call came from. For example, the Sales Ring Group, by adding Sales here and to the Caller ID name portion of the inbound Caller ID, will be prefixed with the word “Sales” when it calls the extensions below.
• Allow Forward – If an extension in this list has Call Forward enabled should we honor the Call Forward rules when someone is routed to that extension from this Ring Group.
• Mark As Answered Elsewhere – Notify to the members of the Ring Group that an incoming call has been answered by someone else.
• Early Answer – Ring Group signals “Answer” immediately, before the ring strategy is applied. This makes the call to be in an established state, allowing longer workflows when calls are being routed across systems or other scenarios.
• External Caller ID – If enabled, the system will use the Client’s primary Caller ID when calling the external phone number. If not enabled, it will pass the Caller ID of the inbound call to the External Phone number. This is only used when calling External Phone numbers, not internal extensions. Internal Extensions will always show the Caller ID of who called into the Ring Group. When inbound is an external number and follow-me destination is an external number then you can set option the to ‘Use Users External Caller ID’ to see your company caller id on the external number instead of the real Caller ID. You can also set this to inbound or to a custom value.
• Ringtone – You can set an specific ringtone to differentiate calls coming from this Ring Group from the rest of the calls.
• Inbound Caller ID – Pick an inbound caller id rule, which will apply to either caller name or number. This setting will override any other caller ID settings.
• Failure Destination – Determines where to send the caller if nobody in the Number list of Extensions and External Numbers answers the call after the Dial Timeout period.
  
    

Members (tab):

• Local Extensions – What extensions are part of this Ring Group and will be dialed when a Caller is routed to this Ring Group. Pick each number from the drop down box menu.
• External Numbers – What external phone numbers are part of this Ring Group and will be dialed when a Caller is routed to this Ring Group. Separate each number by a comma.
  
  
  
  
• Screen Pop (tab):
• Available variables to use in the URL:  
  • {{callerid_number}} = CallerID number of the originator of the call that is arriving to this ring group
  • {{callerid_name}} = CallerID name of the originator of the call that is arriving to this ring group
  • {{extension}} = the number of the Local Extension receiving the call and ringing
  • {{extension_name}} = the name of the Local Extension user receiving the call and ringing
  • {{did}} = the number that the originator of the call that is arriving to this ring group originally dialed
  • {{wait_sec}} = how long, in seconds, the caller waited in the ring group
  • {{ringgroup_name}} = name of the ring group where the call is arriving to (this ring group)
  • {{ringgroup_extnum}} = number of the ring group where the call is arriving to (this ring group)
   
  Screen Pop Type – Enable or disable Screen Pops for when receiving an incoming call from this Ring Group. If enabled (setting this parameter to “url”), users working in the Call Panel will receive a screen pop when the call is ringing or answered (depending on your configuration).
  When – Define the moment the screen pop will launc, either when the call starts “ringing” or when it gets “answered”
  URL – The URL that will be opened when the screen pop lanuches. This URL can contain call variables so that the webpage for the exact correct resource gets automatically displayed when the screen pop triggers.
  Allow User Override – This will allow end users to configure the Screen Pops settings from within their Call Panel.

Press the Apply button to save your changes