Ring Groups Overview
What is a Ring Group?
A Ring Group is a call-routing feature that allows multiple phones or extensions to ring when a single extension or phone number is dialed. Ring Groups are commonly used to distribute incoming calls across teams or departments such as Sales, Customer Support, or Accounting.
Ring Groups help reduce customer wait times and improve employee productivity by ensuring calls are answered by the first available team member.
Applies To
- Admin Console
- Ring Groups
- 8x8 Work
Key Capabilities
With Ring Groups, you can:
- Route one number or extension to multiple users
- Distribute calls evenly or simultaneously
- Reduce missed calls and hold times
- Forward unanswered calls to voicemail or another destination
- Assign many types of phone numbers to a single group
The Ring Group feature is included at no additional cost with 8x8 Work.
Common Use Cases
Small Business
A business with four employees can place all users in one Ring Group, so:
- All phones ring at the same time, or
- Calls ring in a specific order to balance the workload
Sales Teams
Route calls to a Sales Ring Group so:
- Calls rotate among reps, or
- All sales phones ring at once, and the first rep to answer handles the call
Multiple Departments
Create separate Ring Groups for departments such as:
- Sales
- Technical Support
- Shipping
Calls can be routed to these groups via:
- An Auto Attendant menu (e.g., “Press 1 for Sales”)
- A receptionist transferring calls to the appropriate Ring Group
Ring Group Configuration Details
Member Limits
- Each Ring Group can have up to 32 members
Number Assignment
A Ring Group can be assigned:
- A virtual number
- A toll-free number
- The main company number
- Any other number in your system
Ring Groups can also receive calls from:
- An Auto Attendant
- Another extension
Ring Patterns (Call Distribution Options)
When configuring a Ring Group, choose how calls are delivered:
Cyclic (Rollover)
- Calls rotate evenly among members
- Promotes equal call distribution
- You can define how many cycles occur before sending the call to voicemail
Example:
Call 1: Ext. 101 → Ext. 102 (answered)
Call 2: Ext. 103 → Ext. 101 (answered)
Call 1: Ext. 101 → Ext. 102 (answered)
Call 2: Ext. 103 → Ext. 101 (answered)
Cyclic Repetitive
- Calls always start with the first extension in the list
- Follow the same order for each call
- You can define how many cycles occur before voicemail
Example:
Call 1: Ext. 101 → Ext. 102 (answered)
Call 2: Ext. 101 (answered)
Call 3: Ext. 101 → Ext. 102 → Ext. 103 (answered)
Call 1: Ext. 101 → Ext. 102 (answered)
Call 2: Ext. 101 (answered)
Call 3: Ext. 101 → Ext. 102 → Ext. 103 (answered)
Simultaneous Ring
- All extensions ring at the same time
- The first user to answer handles the call
Behavior When No One Answers
If all Ring Group members are unavailable, calls can be:
- Sent to the Ring Group’s voicemail, or
- Forwarded to another extension, Auto Attendant, or call flow
Frequently Asked Questions
Can users tell if a call is direct or from a Ring Group?
No. Ring Group calls cannot be distinguished from direct calls for ringtone or alert configuration.
Can Ring Group members log in or out?
If Ring Group members are given permissions, then they are able to log in and out.
Is an Auto Attendant the same as a Ring Group?
No. They are separate features. An Auto Attendant can route calls to a Ring Group. See: Set Up or Change Auto Attendant Forwarding Rules in Admin Console.
Do Ring Groups have schedules?
No. Ring Groups do not have their own schedules. Call handling schedules are controlled by the Auto Attendant. See Set Up or Change Auto Attendant Forwarding Rules in 8x8 Admin Console.
Why don’t unanswered users see a missed call?
If any Ring Group member answers the call, it is considered answered and does not appear as a missed call for other members. This is expected behavior.
Can callers wait on hold in a Ring Group?
No. Ring Groups do not support call queuing or hold messages.
For a waiting experience with announcements or music, forward unanswered Ring Group calls to:
For a waiting experience with announcements or music, forward unanswered Ring Group calls to:
- An Auto Attendant, or
- A Call Queue
How to manage call handling and status settings for employees in a ring group?
You can manually log your agents in and out of a Ring Group, but it might be more efficient to set up a Call Queue.
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Do Ring Groups have to have at least one member?
Yes, Ring Groups need to have at least one member for the calls to be directed to.
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