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About Ring Groups

A ring group Ring Group is a collection of devices, which ring in a predefined manner allowing and allow a user to answer a call. A ring group Ring Group, depending on the required context, can be related to other organisational concepts such as departments or teams when they contain multiple users' devices. Ring groups Groups can also contain single devices, such as a receptionist handset, or an external telephone number such as a mobile for use as an Out of Hours destination, or even simply to act as like a short code shortcode for regularly dialled outbound numbers.

Ring groups Groups can contain two different types of devices:

1. Internal Devices i.e. deskphones, softphones, browser phones etc. are related to a User via an Identity and it is the Identity added to the Ring Group

Or

2. External Devices i.e. Mobile telephone numbers or Landline telephone numbers that are not already a part of the Byphone system.

See Identities for more information.

Ultimately a phone number is directed towards a Ring Group when you would like a user to answer a call. If you are working a receptionist based model then the receptionist would be the only person in that ring group Ring Group. If the receptionist fails to answer the phone in a set time frame you could have a secondary group that calls would fail-over to. Alternatively, you could direct the unanswered calls to voicemail or some other application instead.

Excerpt

How to Create a Ring Group

There are two ways within the system to create a ring group, each method is outlined below.

Method 1

  1. Select the Configuration tab in the navigation bar on the left-hand side.
  2. Select the Ring Groups section.
  3. Click on the Add New Ring Group button.
  4. Give the Ring Group a label, ideally a unique name indicating what this group will be used for.
  5. Some default settings are already set for ease of use. You can alter these if you choose. See the table at the bottom of this page for some help on what each option means. Ring Group Settings
  6. You can also add devices here before saving using the Add Device button, we will cover this in more depth in a later section. Add Devices
  7. Click the Save button.

Method 2

  1. Select the Call Flow tab in the navigation bar on the left-hand side.
  2. Click the Edit button in the top right-hand corner of the Call Flow window.
  3. Drag a Ring Group node into the centre of the call flow window.
  4. By default the Ring Group will be named “Ring Group”, however, it is a good idea to change this for future reference.
  5. Click on your new Ring Group node.
  6. You should now see 3 new symbols on that Ring Group node. From left to right, these represent: Additional Options Image Removed Image Added, Edit Image RemovedImage Added and Delete Image RemovedImage Added
  7. Click on the middle option to edit this Ring Group.
  8. Alter your new Ring Group's label. (You can change other settings if you see fit).
  9. Click on the Done button.
  10. You will be taken back to the Call Flow window, now click the Save button to write the changes you have made. See Call Flow Strategies for more info on the Call Flow, it is a very useful part of the system.

Well done, you have just created a Ring Group. Now would be a good time to add some devices to that group. If you have not already created any users or devices, you should do so now before proceeding with the next steps.

Adding Identities to a Ring Group

A Ring Group isn't very useful without any members and you ! You may have noticed while creating your group, the option to Add Devices. It’s worth noting that it is a user’s Identity (which is registered via a Device) that gets added to the ring group. Not Ring Group, not a user. This means that a user’s desk phone deskphone might be added to the ring group Ring Group, but not their mobile or soft-phonesoftphone. You can, of course, add all three to the ring groupRing Group. You just need to add each Identity or Device. We while cover that now, again there are 2 potential methods.

Method 1

  1. Within the Configuration tab, select the Ring Groups section.
  2. Click on the Ring Group tile you would like to edit.
  3. Click on the Add Device button.
  4. Search for the name of the Identity you would like to add and choose from the list of matching names.
  5. If you'd like to add an external phone number, toggle the External option and input your label and phone number.
  6. Click on the Add button and repeat for any additional members.
  7. Remember to Save your changes before moving on.

Method 2

  1. Within the Call Flow tab, click on the Edit button.
  2. Find your Ring Group in the Call Flow window, click on it and click the Image RemovedImage Added option.
  3. Click on the Add Device Button.
  4. Search for the name of the Identity you would like to add and choose from the list of matching names.
  5. If you'd like to add an external phone number, toggle the External option and input your label and phone number.
  6. Click on the Add button and repeat for any additional members.
  7. Click Done when you are happy with your group membership.
  8. You will be taken back to the Call Flow window.
  9. Remember to Save your changes before moving on.

...

As you can see there are a number of potential combinations of Ring Group settings.

Image RemovedImage Added

The table below outlines a definition of each option and possible values, the most important of which will be Ring Strategy and Total Ring Time. If you are unsure which is best for you, a good starting point would be to use the Ring All strategy for 20 seconds which is a reasonable time to answer in. You can experiment from there with whatever works for you.


Setting NamePossible ValueDescription
Ring StrategyRing AllThis setting dials all members of the group at the same time. This does not take ring delay into account.
HuntThis setting will dial each member of the ring group, for the duration set in Total Ring Time, in the sequence/order defined. Again Ring Delay is not taken into account.
Hunt MemoryThis setting is the only strategy to take ring delay into account. When used, the ring group will dial each member in relation to that ring delay, using 0 as it's a baseline for all other delays.
Total Ring TimeNumerical ValueThis setting defines how long the ring group should ring for overall (except when Hunt strategy is used, then becomes ring time for each member). This is chosen in the drop-down menu between 0-60 seconds.
Record CallsYesThis settings setting means that any calls that enter this ring group will be recorded if answered within it.
NoThis settings setting means that any calls that enter this ring group will not be recorded if answered within it.
Don't CareThis setting means that any calls that enter this ring group will not be recorded by default, unless expressly set in an earlier application e.g. another ring group or DDI that is directed to this group has record calls set to yes.
Add IdentityInternal IdentityThis allows you to add a user's Identities to your ring group, all user's Identities within the system are searchable by Identity name (not user name).
External NumberThis allows you to dial numbers outside of your Byphone system i.e. Mobile Numbers, physical landline numbers and is indistinguishable to the caller in terms of the ringing sound they hear.
Call ConfirmationOffThis setting is toggled on each ring group member and means that when the receiving device answers, the caller will be connected with them straight away.
OnThis setting requires the receiving device to have 1 pressed to accept the call or 2 to decline, thereby avoiding a mobile voicemail from answering the call automatically, or allowing screening of work calls when answered on a mobile to differentiate from personal calls.
Ring DelayNumerical ValueThis setting on each group member in conjunction with the Hunt Memory strategy , waits for the designated time after the ring group has been triggered before ringing the specified device. This must be shorter than the Total Ring Time.