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

Welcome to the Aloware Ring Groups FAQs!

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.


  1. What are Aloware Ring Groups?

    Aloware Ring Groups are a feature that allows organizations to create groups of agents who work together to handle incoming calls and SMS messages effectively. These groups distribute incoming calls and messages to designated agents in a predefined order or method, ensuring efficient and prompt customer service.

  2. How do I create a Ring Group in Aloware?
    To create a new Ring Group in Aloware, follow these steps:

    • Go to the Ring Groups menu.

    • Click on the "+ Add Ring Group" button.

    • Configure your Ring Group by providing a name, and description, and assigning agents to different layers within the group.

Ring Group Configuration

  1. What are the available call routing options for Ring Groups?

    Aloware Ring Groups offer four call routing options: Simultaneous, Random, Round-Robin, and Longest Available. Each option determines how calls are distributed among agents in the group.

  2. Can I import Ring Groups in bulk in Aloware?
    Yes, you can import Ring Groups in bulk. Here's how:

    • Go to the Ring Groups menu.

    • Click on the "Import Ring Group" button.

    • Follow the steps in the Import Ring Group Wizard to create and configure multiple Ring Groups at once.

  3. How is the hierarchy determined in the "Longest available time" routing setting?
    In the "Longest available time" setting, the hierarchy is based on the number assigned to each agent, with a lower number indicating a longer available time in the queue.

User Availability and Call Handling

  1. 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.

  2. Does suspending a user account automatically remove them from all Ring Groups they were part of?
    Yes, when a user account is suspended, they are automatically removed from all the Ring Groups they were part of. Manual intervention is required to add them back to the groups after resuspension.

  3. What are the different options for routing calls in a Ring Group?
    Aloware provides four routing options for calls within a Ring Group:

    • Simultaneous - All phones in the group ring at the same time until one agent picks up.

    • Random - Calls are randomly distributed to agents within the same layer.

    • Round-Robin - Calls are routed to agents one by one in the order they appear in the layer.

    • Longest Available - Calls are assigned to agents based on their availability, prioritizing those who have been idle for the longest.

  4. What is "Repeat Contact Call Routing" in Ring Groups?
    Repeat Contact Call Routing allows you to specify how the Ring Group handles calls from repeat customers. You can choose to route calls to the Ring Group, the agent who last spoke with the contact, or the contact's owner, depending on your preferences and the contact's history.

  5. How do Aloware's Ring Groups handle text messages?
    Aloware's Ring Groups can handle incoming text messages efficiently. You can configure settings to assign incoming text messages to the contact owner, distribute them randomly between agents, or choose not to assign messages to agents at all. This helps in balancing the workload and providing effective customer support.

  6. What are the options for missed call handling in a Ring Group?
    Aloware offers two options for handling missed calls in a Ring Group:

    • Use the Line's missed call settings, which respect the settings configured under Line Settings.

    • Take a voicemail, allowing you to configure a voicemail prompt specifically for the Ring Group.

Managing Missed Calls

  1. How are missed calls handled in Aloware Ring Groups?
    If all available agents in a Ring Group have been offered a call and no one has answered, or if the group has no available agents, the call will be considered missed. You can configure how missed calls are handled, including directing them to voicemail.

Notifications and Text Message Handling

  1. Can Aloware Ring Groups send notifications for incoming text messages?

    Yes, you can enable notifications for inbound text messages in Aloware Ring Groups. Users in the group will receive notifications for incoming texts if they have access to the contact.

  2. How can Aloware Ring Groups handle incoming text messages effectively?

    Ring Groups offer options to assign incoming text messages to the contact owner, randomly between agents, or not assign them to agents. This ensures efficient handling of text messages within the group.

Smart Queue

  1. What is Aloware's Smart Queue feature, and how does it work?
    Smart Queue optimizes call routing in Ring Groups. It routes calls through multiple agents or lines until an available agent attends to them. It offers features like Fishing Mode, real-time position updates for callers, callback options, and more.

  2. How does Fishing Mode work in Aloware's Smart Queue?
    Fishing Mode ensures all users in a Ring Group are notified simultaneously about incoming calls in the queue. This prevents calls from going unanswered and respects agent status and restrictions.

Additional Configuration Options

  1. Are there additional configuration options for Aloware's Smart Queue?
    Yes, you can configure features like "Press One" to require called parties to press a button to accept the call, customize wait music, set repeat prompts, and define a maximum queue hold time for calls.

Testing and Importing Ring Groups

  1. How can I test the routing and view the status of users in my Ring Group?
    You can use the Testing Routing tab to check the status of all users in every layer of your Ring Group.

  2. How can I import Ring Groups in bulk in Aloware?
    You can import Ring Groups in bulk by using the "Import Ring Group" feature in the Ring Groups menu. This allows you to create multiple Ring Groups quickly.

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