The Ring Group's general settings page allows you to update the universal setting of your Ring Group. This article serves as an overview of these features and explains how changes to these features will affect your Ring Group.
A quick refresher: Ring Groups are "teams" of agents in a particular order (or no order at all) that handle your inbound calls, while connected to your Lines. Further, if you are using Aloware's call automation, Ring Groups will be handling those rings.
A term that helps you identify and differentiate one Ring Group from another.
An optional feature to include details about this particular Ring Group.
Ring Group Builder
When a call comes in, it will run through the sequence of layers, and ring the agents in each layer. Each layer must have one or more agents. You can add or move layers as you like.
Determine how you want to offer the call to agents in each layer. The default setting is SimulDial. There are 3 options available. Once again, note that this setting applies to each layer within the ring group.
SimulDial: Offer the call to all agents in a layer at the same time.
Random: In each layer, pick an agent randomly, and offer the call.
Round-Robin: For each layer, preserve the order, and offer the call to agents one-by-one, remembering who took the call before.
The "dial for" selector controls how long each call will ring in each layer, in seconds. The optimal setting here is 30 seconds.
For more information, check this article for more information: How Ring Groups distribute calls to your Users?
Repeat Contact Call Routing
Define how this ring group handles repeat customer calls. A "repeat call" means a call from a Contact that already exists in Aloware, and your agents have previously spoken to them.
Route the call to the ring group (default).Just the normal call routing. Calls will be routed to this ring group and will follow the ring group's layers and settings. builder sequence.
Route the call to the agent who last spoke with this contact and then, the route to the ring group. This option routes repeat callers to the last agent they spoke to. This option is best when a call got disconnected. If the agent who last spoke with the caller is not available to take the call then the call will be routed to the ring group as usual.
Route the call to the owner of the contact first and then route to the ring group.If a contact has an owner defined in Aloware, this option will route callers to their respective contact owners. If the owner of the contact is not available to take the call then the call will be routed to the ring group.
You can learn more about contact owners in Managing Contact Owner.
Text Message Handling (Beta)
Define how your Ring Group will handle incoming text messages. Ring groups can be used to assign and distribute inbound text messages, to handle the load across multiple agents. The options available here are:
Assign incoming text messages to the contact owner (default). This option will not "distribute" the text messages, and the contact owner will be notified.
Round-robin incoming text messages between agents. Round robin means the text message will be routed to the next agent on the list following the previous one who received the last message. This makes the reception of text messages sequential and equally distributed.
Do not assign incoming text messages to agents. This option prevents agents from being notified of incoming messages.
Missed Call Settings
If all available and eligible agents in all tiers of the ring group have been offered the call, and no one has answered, or if the ring group does not have any available agents, the call will be missed. You can determine how this ring group handles the missed call with two options:
Use the Line's missed call settings (default) - This option respects the setting configured under Line Settings (Routing & IVR tab) and returns the call to the Line to take a voicemail.
Take a voicemail - Configure a voicemail prompt for this ring group. This option is preferred if you want to separate out voicemails by departments or teams.