Ring Groups and Linear Hunt Groups are two common methods phone system managers use to direct call traffic to the appropriate parties. These groups help to determine whom the caller should reach when a number is dialed.
Ring Groups
Ring Groups allow multiple phones to ring at the same time. This is useful when you have a sales staff that should all have access to a call or in a retail environment where assistants might be in different areas but need to take a call throughout the store.
To create a ring group, you’ll want to go to Phone System > Extensions. From there you’ll select Add new Extension located directly above the search function. You’ll see a menu allowing you to choose the extension number, a description, and the schedule. Choose the system extension you’ll want to have people dial into or select from an auto attendant prompt to reach the ring group. Write a description to help remind you of what the group is. In our example we selected ring group, but you might want to choose something more descriptive like Sales.
The Call Route section is where you’ll configure which phones ring and for how long. You’ll need to select add a connection attempt. Select the phone you wish to ring and for how long. To add more users to the ring group, select add a destination. This will open up a second dropdown menu where you can add a second user to ring. Once you’ve added all the users desired, you’ll want to select what to do in the event no one answers. You can hang up, transfer the call to an attendant, the operator, an outside line, or to voicemail.
Linear Hunt Groups
Linear Hunt Groups work by ringing one extension at a time until the call is answered. This is useful in cases where someone is ringing an executive, but they are not available. The call will next go to an assistant who can answer. Alternatively, it can be used to send customers to a general sales queue if a specific salesperson does not answer.
To create a linear hunt group, you’ll want to go to Phone System > Extensions. From there you’ll select Add new Extension located directly above the search function. You’ll see a menu allowing you to choose the extension number, a description, and the schedule. Choose the system extension you’ll want to have people dial into or select from an auto attendant prompt to reach the hunt group. Write a description to help remind you of what the group is. In our example we selected linear hunt, but you might want to choose something more descriptive like IT Admin.
The Call Route section is where you’ll configure which phones ring and for how long. You’ll need to select add a connection attempt. Select the phone you wish to ring and for how long. To add a users to dial next, select add another connection attempt. This will open up a second dropdown menu where you can add a second user to ring if the first does not answer. Once you’ve added all the connection attempts desired, you’ll want to select what to do in the event no one answers. You can hang up, transfer the call to an attendant, the operator, an outside line, or to voicemail.
Ring groups and linear hunt groups can also be combined together with Allworx Phone Systems. You could have a situation where a phone call would first ring a whole team (Engineering), and then forward it to an operator if there was no answer after a certain amount of time. That would be a common example of combining Hunt and Ring groups.