This article will provide explanations of what each ring strategy means.
What is a Ring Strategy?
A Ring Strategy is the method an inbound call is rang through a Ring Group or Call Queue.
Ready to create a Ring Group or Call Queue?
Please reference our Setting Up Ring Groups or Setting Up Call Queues articles.
Ring Group Ring Strategies
Ring Groups are the most basic process for an inbound call to route to a predetermined group of extensions. Ring Groups only have two ring strategy options.
- Prioritized Hunt: Rings the top group member and then proceeds down the list if the preceding group member is not available or doesn't answer. First ring group member will receive each and every call first.
- Ring All: Rings all group members at the same time.
Call Queue Ring Strategies
Call Queues are the most complex setup for inbound calls to be routed to a predetermined group of extensions. Call Queues provide more ring strategy options compared to Ring Groups. In order for an agent to be rang based on the ring strategy, they must be logged into the Queue and available.
- Prioritized Hunt: Rings agents in the order specified in the Agents tab of the Call Queue. If the preceding agent is not available or doesn't answer, the call proceeds down the list.
- Ring All: Rings all agents at the same time.
- Hunt Random Start: Randomly chooses an agent to ring the call too and evenly distributes calls among the available agents.
- Round Robin: Sequentially cycles through agents logged into the queue; i.e. the first call is sent to Agent 1, the second call is sent to Agent 2, and so on.
- Longest Waiting: Rings the call to the agent waiting the longest.
- Least Talk Time: Rings the call to the agent with the least total talk time.
- Fewest Answered: Rings the call to the agent who has answered the least amount of calls.
- Hunt by Threes Random: Rings 3 random agents simultaneously.
- Hunt by Threes Prioritized: Rings 3 agents simultaneously as prioritized in the Agents tab of the Call Queue.
Call Queue Skill Based Routing Ring Strategies
Call Queues also allow for Skill Based Routing option. This means that call will be routing to agents appropriately starting with Skill Group 1, moving to Skill Group 2 and so on.
To learn more about setting up Skill Based Routing, please reference our Skill Based Call Routing article.
- Skill Based Routing Ring All: Rings all agents at the same time based on the skill group set.
- Skill Based Routing Hunt Random Start: Randomly chooses an agent to ring the call too and evenly distributes among the available agents, starting with the first skill group agents.
- Skill Based Routing Round Robin: Sequentially cycles through agents that are logged into the queue and starts with the first skill group agents.
- Skill Based Routing Fewest Answered: Rings the call to the agent who has answered the least amount of calls, starting with agents in the first skill group.