Ring Groups are a set of Users that receive and answer your calls in a predefined order. Each ring group has its own, independent queue for calls.

How Routing Works

Multiple Lines can route calls to a single Ring Group to be answered. If you choose to use Aloware Queues, these calls will be queued behind each other. Most of the time, you should use Queues. Queue parameters are configured within each Ring Group.

Distributing Calls to Agents

As we mentioned before, each Ring Group consists of multiple 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”.

Setting up Call Queues

Aloware call queues place incoming calls in line to be answered while extension users are busy with other calls. Smart Queue support callbacks, position playback, option to do a text, and a lot more.

To learn more about Queues and Ring Groups, check out this article: Setting Up Queues and How Ring Groups distributes calls to your users.

Adding A Ring Group

We automatically create your first ring group when you create your account. At that moment, you are the only agent within the Ring Group. To add more Ring Groups, click + Add Ring Group from the top left. More details can be found in the “How to add a new Ring Group?” article.

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