Ring Group
Short definition
Ring Group: A ring group is a set of employees or endpoints that receive incoming calls according to a shared PBX rule.
Meaning and how it works
Depending on configuration, the PBX may ring group members simultaneously or in a sequence. A ring group is not the same as a full contact-centre queue, which may support more advanced waiting, distribution and reporting features.
Business applications
- Business scenario:
Calls to the sales department are offered to three available agents, and the first to answer takes the customer call.
What to check before implementation
Test busy-agent handling, ring duration, fallback routing and how the system stops ringing other members after someone answers.