Understanding Ring Strategies in VoiceStack

A Ring Strategy determines how incoming calls are distributed among members of a Ring Group. By choosing the right strategy, organisations can improve call handling, balance workloads, and ensure callers reach the appropriate team member as quickly as possible.

Different ring strategies are designed for different business needs. VoiceStack currently supports four ring strategies: 

Ring Strategy	How It Works	Best For
1. Round Robin	Calls are distributed in a rotating order. Each new call starts with the next agent in the sequence.	Teams that want a fair distribution of calls.
2. Priority	Calls are sent to agents based on the order in which they are configured. The highest-priority agent is tried first.	Escalation workflows or teams with designated primary contacts.
3. Simultaneous	All agents in the ring group ring at the same time. The first person to answer receives the call.	Reception desks, front-office teams, and urgent call handling.
4. Longest Waiting Time	Calls are routed to the available agent who has been idle the longest.	Support and sales teams that want balanced workloads.

Example

Suppose a ring group contains Agent A, Agent B, and Agent C.

• Round Robin: Call 1 → A, Call 2 → B, Call 3 → C, then repeats.
• Priority: Every call tries A first, then B, then C if the previous agent doesn't answer.
• Simultaneous: A, B, and C all ring together.
• Longest Waiting Time: The agent who has been available the longest receives the next call.

Benefits

• Improve customer experience by reducing wait times.
• Distribute calls efficiently across teams.
• Prevent certain agents from becoming overloaded.
• Ensure important calls reach the right people.
• Support different business workflows and staffing models.

Choosing the Right Ring Strategy

Goal	Recommended Strategy
Answer calls as quickly as possible	Simultaneous
Distribute calls fairly	Round Robin
Balance workloads	Longest Waiting Time
Prioritise specific users	Priority

Note: Choose the best ring strategy depending on your team's goals.

To learn how to manage and create a ring group, visit: Configuring Ring Groups in VoiceStack.

Related Articles:

• Ring Group Login and Logout on Deskphones
• Phone Trees and Call Routing Features
• Ring Groups in VoiceStack
• How to Set up a Ring Group with Longest Waiting Time
• Understanding Simultaneous Ringing

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