A ring group rings several extensions from one internal number, so a call to Sales reaches whoever on the sales team is free. Owners and admins create ring groups in Admin → Settings → Settings → Call Flows → Ring groups: "A dialable number that rings several extensions."
Use a ring group when a few people share responsibility for calls and callers shouldn't wait on hold. If callers should wait in line for the next free person, use a call queue instead.
Create a ring group
Start
Select + New ring group.
Number and name
Enter a Number of 2 to 6 digits, such as 500, and a Name, such as Sales.
Choose members
Under Members, select each extension that should ring. Selected members are highlighted. Shared phones can be members too.
Set advanced options
In the Advanced view, choose a Ring strategy, a Ring (s) time and If no answer →. See below.
Save and apply
Create the group, then select Apply Configuration.
| Error | Fix |
|---|---|
| "Group number must be 2-6 digits" | Use 2 to 6 digits. |
| "… is already an extension/ring group" | Choose an unused number. |
| A routing loop message | The no-answer destination leads back to this group. Choose another. |
A group's number can't be changed after it's created. To renumber a group, create a new one and update anything that sends calls to the old one.
Ring strategies
| Strategy | How it rings | Good for |
|---|---|---|
| All at once (default) | Every member rings together. The first to answer gets the call. | Small teams where anyone can help |
| One at a time (hunt) | Members ring one after another, in order, each for the ring time | A main person with backups |
| Add one at a time (memory hunt) | Rings the first member, then the first two, then the first three, and so on | Spreading calls out while keeping earlier members in the loop |
Ring time
Ring (s) is 25 seconds by default, and can be from 5 to 120.
- For All at once, it's the total time the group rings.
- For the one-at-a-time strategies, it's how long each member rings.
When nobody answers
Ring groups don't have their own voicemail. Set If no answer → to where callers should go next, for example:
- an extension whose voicemail the team checks,
- a call queue,
- an announcement with your website and hours,
- a time condition that sends callers somewhere different after hours.
Always set a no-answer destination
If If no answer → is left blank, the call ends when the ring time runs out. Callers get no chance to leave a message.
Good to know
- Do not disturb doesn't stop ring-group calls. Members who set Do not disturb still receive calls to their ring groups. To take someone out of a group, remove them from Members.
- Membership keeps up with people's devices. When a member adds a device or starts using the browser phone, the group rings it too.
- You can send calls to a ring group anywhere you choose a destination, such as business hours, menu options and queue overflow.
Edit on the map
In the Visual Flow builder, select a ring group to edit its Name, Ring style, Ring seconds, Phones that ring and If nobody answers →. Drag the ● port from the group to another box to set its no-answer destination. Then select ✓ Apply.