Group Ring

Rings a group of phones.

Group Ring is the classic method of ring a group of phones hoping someone will answer.

Group Ring is easy to setup but in almost all cases using a Queue is more appropriate (although it takes more effort to set up).

With Group Ring when a call is routed to Group Ring it will all of the phones (at the same time) until someone answers one of the phones or until the defined timeout lapses.

The 'Continue after Answer' option controls whether the call will continue to be routed after the call is answered (and then hung up). Normally you DO NOT want to have 'Continue after Answer' to be enabled.

Fields

Phones

Provide a list of phones (internal handsets) that should be rung.

e.g. 100,101,102

Note: spaces around the comma are NOT allowed.

Enable Whisper

The whisper option (if enabled) allows you to select a Business Message to play to the agent when they answer the phone. The Business Message is first played and then the customer is connected to the Agent. The customer will continue to hear ringing (or MOH) until they are connected through to the agent.

Whisper on Answer

If 'Enabled Whisper' is checked then Whisper on Answer lets you select the Business Message to play.

Continue After Answer

Normally once a call has been answered and then the agent hangs up at the end of the call, you don't want any further Route Steps to run.  The Continue After Answer is an advanced function that allows subsequent Route Steps to execute.

Timeout

The amount of time to Ring the group of phones before giving up. When the timeout expires the next Route Step will execute. Often you will want to send the caller to a Voicemail box.

Recording

Group Ring doesn't support account based recording. If you need recording start recording at the route level.