What are ring groups?
Ring groups in Aloware are groups of agents organized to handle inbound calls and text messages. They allow admins to assign agents to a team and define how calls and texts are routed within that group. This ensures that communication flows based on predefined rules, such as ringing all agents simultaneously, contacting agents in a specific order, or routing to the agent who has been idle the longest.
Creating and configuring ring groups
To create a new ring group:
Navigate to the ring groups menu in the Aloware admin portal.
Click on the +Add Ring Group button to create a new ring group.
Assign a name that reflects the purpose of the group.
When setting up the group, think about the team it will serve. For example:
Is it a sales team to handle inbound inquiries and follow-ups?
Is it a support team to troubleshoot customer issues and guide users?
Identifying agents and layers
Once the group is created, assign agents and define layers. A layer acts as a sequence or priority level for how calls and texts are distributed. Agents within the same layer are responsible for handling interactions based on the routing rules you select.
If your organization works with larger teams, you can assign entire teams to layers instead of individual agents. This approach simplifies group management and ensures consistent routing. For more details, refer to this guide on teams and how to convert ring group users into teams.
Configuring call routing in ring groups
Once your team and layers are set, configure call routing rules to manage how customer interactions flow through the ring group:
Simultaneous dialing - or SimulDial is the default setting. All agents within the same layer are rung simultaneously. The first person to answer is connected to the caller, and all other calls are immediately disconnected. It is recommended for teams that prioritize quick responses to time-sensitive inquiries.
Random - calls are distributed randomly among agents in the same layer. If one agent does not answer, the call will ring the next randomly selected user. It is ideal for evenly distributing workload without a fixed rotation.
Round-robin - calls are assigned to agents one at a time in a sequential order within the layer. As part of this configuration, Aloware prioritizes routing calls to the agent who has been available the longest. Useful for ensuring every agent receives a fair share of calls.
Longest available agent - calls are routed directly to the agent who has been idle the longest—i.e., the one who has not handled a call for the greatest period of time. Calls are routed individually rather than simultaneously, focusing on availability above all else. This setting is well-suited for teams looking to maximize agent utilization.
For high call volumes, Smart Queue enhances call distribution and ensures every call is promptly answered by available agents.
Dial for selector
Within the Routing Settings, the dial for selector allows admins to configure how long (in seconds) each call will ring for agents in a specific layer before moving to the next layer or applying other missed call settings.
The default recommendation is 30 seconds, as it strikes a balance by providing enough time for an agent to answer while keeping customer wait times reasonable.
Repeat call routing
Configuring how your ring group handles repeat calls is another critical consideration. A repeat call happens when a caller who has spoken to your team in the past contacts you again.
Aloware provides flexible options to enhance continuity and ensure repeat customers feel valued:
Route the call to ring group, do not respect contact ownership (default)
Calls will be directed to this ring group and will proceed according to the predetermined order and settings of the ring group.
Route the call to the owner of the contact first and then route to the ring group
This option ensures that repeat callers are connected with the same agent they previously spoke to. It is particularly useful when a call gets disconnected. If the agent who last spoke with the caller is unavailable, the call will be routed to the ring group as usual, providing seamless assistance to the caller.
Route the call to the owner of the contact, and stop. For unassigned contacts, route to the ring group
If a contact has a designated owner in Aloware, this option will direct callers to the contact's owner. If the contact owner is unavailable to answer the call, it will then be routed to the ring group for assistance.
Route the call to the owner of the contact, and stop. For unassigned contacts, do not route
This option directs the call to the contact owner identified in Aloware.
Route the call to the agent who last spoke with the contact first and then route to the ring group
If a contact abruptly ends the call, they will be directed back to the same agent they were last speaking with.
Handling missed calls
Missed calls occur when no agent in the ring group answers within the configured time. Aloware provides two ways to manage this:
Default line settings (recommended by default)
Sends missed calls to the default line settings (routing & IVR tab), which may include voicemail or forward routing.
Take a voicemail
Creates a voicemail inbox specific to the ring group, helping teams segment and organize missed communications based on purpose or department.
Managing inbound text messages
For handling SMS, ring groups allow the same level of flexibility as calls. Messages can be routed based on contact ownership, prior agent interactions, or assigned randomly.
Assign incoming text messages to the contact owner (default)
Inbound text messages are routed to the contact owner, ensuring consistent communication. Only the contact owner will receive notifications and handle incoming texts.
If the contact does not have an assigned owner, SMS notifications will be sent to all agents in the ring group. The first agent to respond will automatically be assigned ownership of the contact.
Assign incoming text messages randomly between agents (if contact is not owned)
It distributes SMS randomly between agents if the contact has no assigned contact owner.
Assign incoming text messages to the last agent who called the contact (if contact is not owned)
When there's no assigned contact owner, incoming messages will be directed to the last agent who communicated with the contact.
Assign incoming text messages to the last agent who called or messaged the contact, regardless of ownership - this allows messages to be dynamically routed to the last person who communicated with the contact, irrespective of ownership.
To maximize the benefits of this feature, admins should use the communications filter in messages to view all messages directly owned by the selected user.
Do not assign incoming messages to agents
Agents will not receive notifications for incoming messages as the messages will not be assigned to them. The messages will still be received by the line or ring group, but agents will only be notified if they have enabled notifications in their settings.
Notifications in ring group settings
Aloware allows admins to enable notifications for inbound text messages and voicemails in a ring group. These settings help ensure that agents are always informed about new communications and can respond promptly.
Inbound text notifications
When enabled, agents in the ring group will receive notifications for incoming text messages, provided they have access to the specific contact.
Voicemail notifications
Voicemail notifications can be enabled to alert all users in the ring group who have access to the contact. This is particularly useful for ensuring follow-ups on missed calls where customers leave a voicemail.
Test Routing
The test routing tab enables admins to monitor the status of all users within each layer, ensuring that routing configurations are operating correctly. This feature helps verify that everything is set up properly before the system goes live.
Connected Lines
The connected lines tab shows all lines directly connected to the ring group. Admins can set their Interactive Voice Response (IVR) line in the lines menu, but IVRs will not appear in this section.
