Ring Groups are a set of Destinations (Agents & Reps) that receive and answer your calls in a predefined manner. Each ring group has its own queue; thus queue parameters are defined within each ring group.
Aloware Lines will route your calls to these Ring Groups. Think of ring groups like teams, ranks of agents, or queues that have specific responsibility for incoming calls.
How Routing Works
When a Line routes a call to a Ring Group, it can choose to queue the call or send the call for immediate answering. Most of the time, you should use Queues. Queue parameters are configured within each Ring Group.
Fast Forwarding a call will skip the queue. Although desirable, this means that if no agents are available, that call will be missed.
Distributing Calls to Agents
As we mentioned before, each Ring Group consists of 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 available 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”.