Frequently Asked Questions: Ring Groups
Laarni D avatar
Written by Laarni D
Updated over a week ago

Welcome to the Aloware Ring Groups FAQs!

Welcome to the FAQs section for Aloware Ring Groups!

Here, you'll find simple and informative answers to commonly asked questions related to managing ring groups in Aloware. Whether you're looking to understand the functionality of ring groups, their configuration options, or how they affect call routing, you've come to the right place.

Let's dive in and explore the ins and outs of Aloware's ring groups to help you make the most of this feature for your communication needs.

What are Aloware Ring Groups?

Aloware ring groups that allow you to route incoming calls to a designated set of users simultaneously or in a specific order. It helps distribute and manage incoming calls efficiently among a team or department.

How do I create a Ring Group in Aloware?

Read this guide to learn on how to create a ring group, Mapping Ring Groups for Inbound Calls in Aloware.

Can I customize the ring order in a Ring Group?

Yes, Aloware allows you to customize the ring order within a Ring Group. You can specify the sequence in which members' phones will ring when a call comes in. This can be set to simultaneous ringing, where all members' phones ring at the same time, or sequential ringing, where phones ring in a specific order. Read more about ring groups in this article, Mapping Ring Groups for Inbound Calls in Aloware.

Can I add or remove users from a Ring Group?

Absolutely! You have the flexibility to add or remove members from a Ring Group at any time. This can be done through the Ring Group settings or by editing the members list. Simply make the necessary changes to adjust the group membership as needed.

What happens if a user in a Ring Group is unavailable or does not answer a call?

In Aloware, if a user in a Ring Group is unavailable or does not answer a call, the system will automatically move on to the next available user according to the designated call routing method. This ensures that incoming calls are promptly handled by an available team member. Learn more about ring group in this guide, Mapping Ring Groups for Inbound Calls in Aloware.

Can I setup voicemail for a Ring Group?

Yes, you can set up voicemail for a Ring Group in Aloware. If none of the members in the group answer a call, the call can be directed to a shared voicemail box where callers can leave messages. This allows for efficient handling of missed calls and ensures that important messages are captured. Read this guide to learn how to setup your IVR in Aloware.

Are there any reporting or analytics available for Ring Groups?

Yes, Aloware provides reporting and analytics features for Ring Groups. You can access data on call volume, call duration, and other metrics to gain insights into the performance and activity within your Ring Groups. This information can help you optimize your call routing and make informed decisions for your team. Read this guide to know how to generate reports in Aloware.

Does suspending a user account automatically remove them from all ring groups they were part of?

When a user account is suspended, they are automatically removed from all the ring groups they were part of. This deactivates their presence and participation in the ring groups during the suspension period. It ensures the integrity of the ring groups and avoids any disruptions from inactive or suspended accounts.

Please note that even when the user's account is unsuspended, they won't be automatically added back to the previous ring groups. Manual intervention is necessary if they need to be included again.

How is the hierarchy determined in the ring group routing setting "Longest available time"?

In the "Longest available time" routing setting of a ring group, the hierarchy is determined based on the number assigned to each agent. Agents are labeled with numbers, where a lower number indicates a longer available time in the queue.

For example, in the mentioned scenario, Desiree (labeled as 1) had the longest available time among the agents, followed by Rose (labeled as 2), and then Duke (labeled as 3).

The order is determined by the agents' availability durations, with the agent labeled as 1 having the longest availability at that specific point in time.

Did this answer your question?