Ring Groups is a feature that groups extensions together to route inbound calls in a more efficient manner. Extensions can be grouped by departments, such as sales, support, etc or E911 location. Calls can be routed sequentially to the next extension, or all extensions may ring simultaneously. Calls can ring on the desktop app and/or the mobile device. Caller ID can be modified to differentiate inbound calls delivered via the group.

Note:  E911 addresses must be added in the portal before extensions will populate in the ring group option. In addition, a user in an office cannot pick up a call from a ring group if they are not already a part of that group. 

 Creating a Group:

  • In the PBX, click the Groups tab on the menu bar.
  • Click + New.
  • Enter the desired Group Name.
  • Optionally, edit the Seconds to Ring. Each ring lasts 5 seconds - 25 seconds is 5 rings. Max ring time is 300 seconds or 60 rings.
  • Caller ID Mode may be set by choosing an option in the drop-down menu. For example, if Text + Original is selected and “Support” is keyed in, the caller ID will display “Support” as a prefix to the caller ID. 
  • Ring Extensions Sequentially will route calls in order from top to bottom of the extensions listed.
  • Add members to the group by selecting the user's name and then selecting add. Once added to the ring group, you can select to ring the desktop phone, mobile, or both. 
  • Select a timeout destination from the drop-down menu under After ringing group forward call option. Unanswered calls will go to this timeout destination.
  • Click Save at the top right.

Note: If using the ring sequential option, you may change the order extensions are called by selecting an extension from the selected column and sorting it with the arrows on the right. Ring groups may only contain up to 20 endpoints. In this case a mobile app or softphone registered to the same extension as a desktop phone would count as 2 or more endpoints. If larger groups are needed, adding on the Call Center feature would allow this. Call Center also allows callers to wait longer than 300 seconds and produces more detailed call records.


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