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billbrigg

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Ring Groups only have one strategy: ring all agents. We have run across several situations where additional strategies would have been helpful.
Call Queues have multiple strategies in addition to ring all: round robin with memory, ring least recently called agent, ring agent with fewest calls, ring random agent, ring in order.
Could additional strategies be added to Ring Groups? The most helpful would be round robin with memory and ring in order.
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ksnyder

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I believe that, technically, a Ring Group is a Call Queue with a ring_all_agents strategy. I'm almost 99% sure that if we were to fully eliminate the Ring Group feature, that a Call Queue with ring_all_agents strategy would fully replace it (while adding more flexibility). In other words, there's an argument to be made that a Ring Group is pretty much redundant.

Is there a business use case for using Ring Groups instead of Call Queues?

Ken Snyder
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billbrigg

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I see one significant difference in functionality. When all phones are unavailable (either on a call, phone set to Do Not Disturb, or a combination of these) a Call Queue puts additional incoming calls into queue. A Ring Group will immediately send an incoming call to the number defined in "Fallback to another extension when the group is not responding".

The call flow scenario in question is this: send a call to a group of phones (ex. a team of receptionists). If no one is available, immediately send the call to the next destination (Auto Attendant, another Ring Group, voicemail box, etc.).

The only way I see to move a call from a Call Queue is the timeout exception. The issue here is that the caller will have to wait the timeout value before the call is moved.

There is also a queue is full exception. However, the lowest value for queue length is 1. Maybe allow for a queue length of 0? Then the call would immediately be sent to the forward to number.
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ksnyder

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Hi Bill,

Great summary! I think you're right. With current functionality, the best caller experience would require a fairly low timeout setting (15, 20, or 30 seconds) that then takes the action defined in the Exception tab. In terms of a feature suggestion, perhaps rather than a max queue length of 0, an option for what to do when all agents are busy would accomplish the same thing?

Ken Snyder
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billbrigg

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Ken,

Yes, an "all agents busy" option would do the same thing.

Either way, this is removing functionality from a Call Queue to make it a Ring Group. From a training and support perspective, adding functionality to a Ring Group would be better than removing functionality from a Call Queue.

Do I need to make a feature request? If so, how do I do that?

Thanks,
Bill
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