Ring Groups

Ring Groups

What is a Ring Group?

A Ring Group routes incoming calls to multiple users or extensions, either simultaneously or in a specific order. Ring groups are commonly used to ensure that a call is answered quickly by any available team member within a specific department or group (e.g., Sales or Support).

Example: When a customer calls the main Support line, the call rings all agents in the Support team at once (or one after another) until someone answers.


Creating a New Ring Group

1. From the main menu on the left, navigate to: "UC Admin" → "Call Flow" → "Ring Groups"



2. Select “+ Add Ring Group” in the upper-right corner.



3. Complete the form with the following required information:
  1. Assigned Account: Select the account this ring group belongs to. This field only appears if you have not already selected an account from the main dropdown at the top right of the page.
  2. Label: Enter a name used for internal identification (e.g., "Support Ring Group")
  3. Extension Number: Assign a 3-7 digit extension number that the system will use to identify this ring group for call routing purposes.


4. Select “Add” in the lower-right to create the ring group.

5. Once the ring group is created, you’ll be redirected to a page where you can further customize it (refer to Step 3 in the Management section below).

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Note: A Ring Group can be created without an extension, but it will not be functional until an extension is assigned.


Customizing and Managing Ring Groups

1. From the main menu on the left, navigate to: "UC Admin" → "Call Flow" → "Ring Groups"




2. From the list of existing ring groups, select the name of the ring group you wish to edit to open it's settings.


3. You'll have access to several configuration tabs:
  1. General Tab
    1. Edit the label, description, notes, extension number, and dialing address (unique number that can be dialed from anywhere in the platform by any phone or extension)
    2. Add or remove members (extensions) to receive calls
    3. Set ring time (how long to ring before failover)
  1. Advanced Tab
    1. Choose a no-answer destination (where calls go if unanswered)
    2. Add a Caller ID prefix (e.g., “[SALES]” to help agents identify incoming calls)
    3. Toggle behavior settings:
      1. Skip Busy Extensions: Prevents ringing extensions already on a call
      2. Honor Call Forwarding: Respects personal call forwarding rules for each member
      3. Play Hold Music Instead of Ringing: Replaces ringing with selected music
    4. Select a hold music album from available options
    5. Add CDR Tags for call tracking and reporting
    6. Configure Webhooks (for real-time integration with external systems) or trigger Automations in the event of a failover
  2. Dependency Tree
    1. Visual overview of how this ring group fits into your overall call flow
    2. Useful for debugging and understanding call routing logic

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Important Reminder:
  1. Be sure to click "Update"  at the bottom of the screen to save your changes before navigating away.
  2. Once you are done making changes, click the "Apply Changes"  button on the left to make sure the system updates properly.
    1. Note: You can either apply changes immediately or schedule a date/time for the system to update to avoid interfering with business hours.