Think of your ring groups like teams: Ring Groups are a set of Users (Agents & Reps) that receive and answer your calls in a predefined order. Each ring group has its own, independent queue.
How Routing Works
Multiple Lines can route calls to a single Ring Group to be answered. If you choose to use Aloware Queues, these calls will be queued behind each other. Most of the time, you should use Queues. Queue parameters are configured within each Ring Group.
Distributing Calls to Agents
As we mentioned before, each Ring Group consists of multiple Agents. You may define different tiers of Agents within a ring group. In each tier, you can select to distribute calls evenly (with Round Robin) or on a winner-takes-all (Simultaneous Dialing) basis. This behavior is discussed in depth in our article “Agent Tiering”.
Adding A Ring Group
We automatically create your first ring group when you create your account. At that moment, you are the only agent within the Ring Group. To add more Ring Groups, click + Add Ring Group from the top left. More details can be found in “Adding New Ring Groups”.