Inbound Agent Groups and Group Ring

Group Ring was designed for use cases where an inbound call needs to be answered as quickly as possible. By enabling Group Ring, all available Agents in the Agent Group will receive the call at the same time. When one Agent answers the call, it will stop being presented to all other Agents.

When using Group Ring, the recommended setting is to set Agent Timeout and Hold Timeout to the same amount of time. This will prevent the call from being offered multiple times and showing up in multiple Agents' Call Histories as missed calls. So long as the call is answered on the first offer, nobody will see a missed call. This prevents unnecessary callbacks to a caller who is already being assisted.

Agent Group

Agent Group sets the default agent or group the inbound line rings to. Select Agent or Group using the toggle and assign the Agent or Group using the drop-down menu. Click Save to save your changes.

By default, each inbound line is set to "Include Offline," which will allow calls to be presented to Agents who do not have an active connection, but have flagged themselves as Inbound Ready. If "Exclude Offline" is toggled, calls will only be presented to Agents with an active session.

Exclude Offline requires the Conquer Voice User Interface in order to function.

Failover Groups

You can set up to 3 Failover Groups in this section.

If the agent or group assigned in Agent Group is not available, the call will be passed to each Failover Agent/Group in succession until either the call is answered or the caller reaches the Hold Timeout.

Inbound Groups

Inbound Groups allow you to assign a Disposition Group, add the inbound line to an Inbound Queue that includes multiple inbound lines; and set the banner text and color. Click the Save button to save your changes.