Ring Groups

Ring Groups allow you to create groups of users and associate them directly to an inbound route or extension. This assists in organizing call flows to the correct agents instead of having a caller hunt through a long list of extension numbers.

Ring groups can be configured to include specific users, as well as external numbers. Ring groups can also be configured to route to a queue, another ring group or an auto attendant if no one is available to answer the ring group.

Open

Name & Extension

• Name your ring group and provide a new extension.

Group Type

• Determine how a call will notify the group.

  • Ring All - Everyone will receive the call simultaneously.

  • Hunt - The system will hunt through selected users from top to bottom.

Call Tone

• Adjust whether the caller will hear a ring or music while waiting for a user.

Ring Time

• The duration that each personal extension will ring. If 15 seconds:

  • Ring All would ring for 15 seconds total before moving on, while Hunt would ring each extension for 15 seconds before moving to the next extension.

Users

• Search or click the users to associate with the ring group. Remember, the order is important if you are going to use the “hunt” group type.

External Numbers

• Add an external number to your ring group.

  • If you use a cell phone, it is important to ensure that the phone is on and has service. Otherwise, if a call reaches the voicemail of the external number, Sharpen considers the call "answered" and will not proceed to the next step.

Routing Options

• Choose where to route the call if the maximum Ring Time is reached.