How a Ring Group distributes calls to your Users?
When a call comes into a ring group, you can choose how that call will be distributed among your users. You can select ring patterns to configure your Ring Group.
Before we begin talking about ring patterns, note that Aloware ring groups support agent tiering or "layers". Layers are sets of users that are offered the call only if the upper layer is completely unavailable.
Calls are received by the users in the upper layer and will jump to the next layer if and only if there are no available users to answer the call.
With that being said, we can talk about our ring patterns.
Also known as SimulDial. A simultaneous distribution option will ring all phones for all users. Users on available status will receive the call at the same time within the same order. The first person that picks up the phone wins the call, all other rings will be disconnected. In some systems, this is called the "shotgun approach".
1. Simultaneous: Single Layer
All available users will ring at the same time when a call comes in.
2. Simultaneous: Multi-Layer
We have added a 30-second interval on each layer before the call jumps to the next layer.
All available users in the First Layer will ring at the same time when a call comes in.
After ringing for 30 seconds and no one from the First layer is available to answer the call then it will jump to the next Layer.
Randomly picks an available agent randomly (as the name suggests). Random is an even distribution across many calls.
Note: The call will jump to another available user if someone rejects it.
We have Random with one layer only. You can see that when a call comes in, the call does not automatically ring to the first user. The system randomly selects a user from the Live Agents list, on the wallboard.
Round-robin with Memory
A Round-robin distribution allows an equal distribution of calls, in a predefined manner. Round Robin makes sure all users in the Ring Group are offered at least one call during a working session.
Round-robin preserves the order of agents who are taking or missing calls. For example, if you have 3 agents A, B, C, and 2 calls back to back, agent A will be offered the first call and then will be skipped when the second call comes in (the second call goes to agent B).
Each available agent will ring until someone answers. If nobody answers, the next order will be executed.
Assume that we have the current order below, and "JC Aloware" just finished his call.
The next call should ring to "Kit Aloware" and assuming "Kit Aloware" was not able to answer it, the call will jump to "Commander Spock".
Having trouble with Ring patterns? Check out Troubleshooting Ring Patterns