You will need access to the Voipoffice PBX to follow this guide
The Ring Group allows calls to be taken by more than one extension at the same time. While it works in a similar way to a Queue, it does not have as many features.
Go to Extensions and select Ring Group> Add Ring Group
Add details such as the name and Extension number (If required) Then add the extensions you wish to use, then click Save:
This is enough to create a Basic Ring Group, but we can get more creative than this!
Click Advanced Options for more features:
That's a lot of new information! But don't feel daunted. Let's go through them a few at a time.
Greeting: The greeting sound file played to callers when the Ring group is dialed. We will cover Greetings in more detail on another guide.
Answer on undefined greeting: If this option is turned on, the ring group will not answer until the proper greeting is selected.
Timeout Message: Sound file played to the caller if his call does not get answered by any of the ring group extensions. NOTE: The sound file must have 'announce-' name prefix (e.g. 'announce-unavailable')
Loops: How many times to dial all extensions again if nobody answers
Timeout: How many seconds will all ring group extensions ring before the call is considered unanswered.
Dial Options: Additional call options assigned to a ring group, ie play Music instead of a ring tone.
Ring Strategy: This option regulates how extensions in the Ring Group will be called;
|•||All - ring all extensions in the group|
|•||Leastrecent - ring extension with least answered calls|
|•||Round - ring each available extension|
|•||Round Memory - like round, except it begins with the extension that was last rung|
Custom ringtone: Set a custom ringtone for the phones which are in this ring group
So, using the above, we can allow callers to hear a greeting, decide if extensions are called one at a time or all at once, add music so the caller hears your Hold Music instead of a Ring tone, and set a time out so the call will fail-over to another destination should no one be available.
To add a Greeting, Dial *301 from your extension. At the tone, speak your message and hang up.
Save the ring group and close it, then open again, go to Advanced Options > Greeting. The greetings are automatically named and contain the time and date of the recording.
Lets say we want the extensions to Ring for 60 seconds. In Timeout, add "60".
We want the handsets to all ring at the same time, so in Ring Strategy, select "All"
All we want the caller to hear our hold music instead of a boring Ring Tone, so in Dial Options, we will add an "m ('default') " the "Default" refers to the Hold Music file.
Let's look at the next batch of Options.
Record Calls: Enable call recording service. All incoming/outgoing calls will be recorded.
Silent: Set whether call recordings should be announced to parties in conversation. So if set to "No" Callers will hear a "Recording" or "This message is being recorded" message before the call transfers to the extension.
Both the above options cover Call Recordings, which we will cover in more depth in another guide, but please be aware that this option will only record calls that go to the Ring Group- calls direct to the extensions will not be affected. To set call recording on extensions, you will require a Call Recording License.
Exit Digit: Exit digit that transfers the call to the 'Exit Destination' This is useful is the caller wants to exit the Ring Group before it has timed out.
Exit Extension: The VoIPOffice extension to which the call is transferred once the user dials the 'Exit Digit'. This could be a Voicemail box or another extension.
Sometimes waiting just isn't an Option! Callers can press the exit digit, ie "9" and be transferred automatically to a Voicemail box, or the Receptionist/Operator.
Last Destination: The last destination to be dialed if none of the ring group extensions answer the call.
Last Destination is voicemail: Chose whether you want calls to be redirected to the Last Destination or the Last Destination voicemail
So when the call has rung for 60 seconds and no one has answered, we can send the call somewhere else. This can be another Ring Group, a Voicemail box or another extension. If you are sending the call to an extension, but want it go to the voicemail select "Last Destination is Voicemail"
Confirm Calls: Chose whether the called extension in the ring group list should be asked to accept or refuse the call from ring group.
Confirmation Message: Chose whether to play system default or some custom added sound asking if you want to answer or reject the call
Call Answered Message: Chose whether to play system default or custom sound file which is presented to user when he accepts the call from ring group, but the call has already been answered by someone else
So, our Ring group should now look a bit like this:
Click save to complete the Ring Group and you're done!
Did you know you can also send calls to an external number via the Ring Group? It's simple, just add the number to the "extensions" section, or the "Last Destination" if you wish to send calls to a mobile or messaging service.