Ring Groups in VoiceStack

A Ring Group in VoiceStack allows incoming calls to be routed to multiple agents or extensions simultaneously or in a predefined sequence. Ring groups help teams handle calls efficiently by ensuring that calls are answered by the first available agent rather than relying on a single individual.

How Ring Groups Work

When a call is directed to a ring group, VoiceStack alerts all members of the group based on the configured ringing strategy. Once one member answers the call, the ringing stops for the remaining members, and the call is connected to the answering agent.

For example, a Reception ring group may include multiple front desk staff. When a patient calls the main office number, all assigned receptionists receive the call, allowing the first available team member to assist the caller.

Why Use Ring Groups?

Ring groups help organisations:

• Reduce missed calls
• Improve call response times
• Distribute calls across multiple team members
• Ensure calls are answered when individual agents are unavailable
• Simplify call handling for departments and teams

Common Use Cases

• Reception Team: Route incoming patient calls to multiple receptionists to ensure prompt call handling.
• Scheduling Department: Allow appointment coordinators to answer scheduling-related calls from a shared department number.
• Billing Team: Direct billing inquiries to a group of billing specialists without requiring callers to know a specific extension.
• Support Teams: Ensure customer service and support calls are handled by the next available team member.

Benefits of Ring Groups in VoiceStack

• Reduces Missed Calls – Calls ring multiple team members, increasing the chances of being answered quickly.
• Improves Response Times – Callers are connected to the first available agent without unnecessary delays.
• Distributes Call Volume – Incoming calls are shared across a team rather than directed to a single person.
• Enhances Customer Experience – Faster call handling leads to improved patient and customer satisfaction.
• Supports Department-Based Routing – Easily route calls to teams such as Reception, Scheduling, Billing, or Support.
• Simplifies Call Management – Multiple users can handle calls from a single department number without complex routing rules.

Related Terms

Simultaneous Ringing, IVR, Extension.

Support

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