Using the Ring Group feature
Ring group is a special feature inside the mPBX. It allows you to organise your call flow, helps to distribute calls among people with the same job functions or special groups. A ring group is a group of extensions that can all be made to ring at the same time when a single number or extension is being dialed. This can be a useful feature within an organization, as it allows the first available user to answer the phone. It is usually used to effectively allocate calls to certain departments such as Support, Sales and others.
Ring groups allow your employees to be more productive and help decrease customer hold time.
Moreover such feature is needed If you wish to use more then 3 SIP devices (User object could only include 3 SIP devices in it).
Let's say you have three people working in Sales and two working as Support managers. Your goal is to transfer specific calls to Sales or Support. However, currently multiple people are working in the Sales and Support department. You do need an option to combine those agents (user objects) in one place, into special groups.
For such purpose you can use a Ring group feature.
Note: If the User object is added to the Ring group, it will include all the extensions, numbers, Skype for business included in the User object.
For Sales set up a ring group to include all three employees. When a call comes in, you could have all three extensions ring simultaneously (ring all mode) so the agent who picks up first takes the call. Ring group could be configured so the phones ring in a specific order (hunt mode) to better distribute the workload.
Perfectly complement IVR feature or a receptionist If you have one.
The Ring Group feature is provided free of charge, no limits or extra charges.
How to configure
To start off, we should have one Inbound number in the mPBX screen. Note: Inbound numbers can accept multiple simultaneous calls.
Then you do have quite a few options how you can configure that. Method through the voice menu will be shown further in the article.
Connect the Inbound number with the Voice menu object.
Note: To tune the Voice menu please refer to the guide - Creating and configuring a Voice menu.
Drag and drop the Ring group object into the main mPBX screen. Two Ring groups should be used, one for each department - Sales, Support.
Drop two on your screen ->
Click on the gear icon in the bottom right corner to configure the component.
Name: Enter a name for the Ring group.
Internal number: Any internal number can be used inside your mPBX.
Call confirm: Press (1) to confirm the call. Could be used to stop the call being answered through your Voicemail on the mobile phone (if call diversion is on, and mobile is out of service for example)
Hunt/Ring all: Ring all: ring all SIP devices, Numbers, Users and Skype for business together.
Hunt: ring in sequence.
Add: This option would allow to add
SIP devices, Numbers, Users and Skype for business to the Ring group.
Now input desired name for the group, enter internal number(or leave automatically generated one)
and everyone you wish to include in this group.
After all the configurations are done, connect Voice menu with Ring groups.
If you have followed this article correctly, your completed call flow should look like call flow above.
Do not forget to in order to save updated call flow.