Group Ring is the third ACD type and is a little different from the other options, which route calls to agents one at a time based on different priorities. In contrast, when the "Group Ring" option is enabled, all the agents logged into the ACD will immediately get the chance to answer or ignore the call. The first agent to accept the call gets it.
This allows you to make fast response time a priority over the way calls are distributed.
To set an ACD to use Group Ring, click:
Administrative Tab > ACD Manager
Then click Edit next to the ACD you wish to change.
The Group Ring option can be selected on the ACD Type dropdown located near the top of the page.
When you're satisfied with your settings, click Save.
When using Click-to-Call, the InboundAgent Application will also display the Accept / Ignore message for any group ring calls.
The InboundAgent App gives you the option to show your queue position for a specific ACD. Since Group Ring queues do not have a "queue position" (all users are treated as equally available), you don't have the ability to select a group ring ACD for your visible queue status.
The InboundAgent App can play an audio notification when calls arrive.
This ability is especially important when using the Group Ring ACD type because calls are not connected to your agents' phones until after they click Answer. Therefore, if your agents are to receive any audible notification that a Group Ring call is available, it must be through their computer using these sound options.
Set it up by right clicking on the InboundAgent icon in your system tray and selecting "Configuration."
As mentioned previously, the InboundAgent App includes audio cue options, including a "loop" option. A similar audible "ring" sound is available for use through with the PowerDialer inbound. The user Settings panel has the same options as the InboundAgent App.
As shown below, the PowerDialer has the same audible cue options as the InboundAgent App. Get here by clicking the Dialer Settings link on the dialer panel.
With your Group Ring settings in place, here is what your users will actually see in their interface in practice.
When a group ring call comes in, the dialer panel state will update to show the incoming call.
If a user clicks Answer and is the first respondent, the system will immediately open the inbound call in a new inbound tab. The standard inbound behavior proceeds from there. If enabled, the create new record / lookup existing record actions appear in the dialer panel. (These options appear after the user clicks Answer in the dial pad.)
If the user clicks Ignore, the Answer / Ignore dialogue disappears. The user's availability status and availability time do not change. Furthermore, if for some reason the call returns to the group ring queue (i.e., the answering agent did not pick up his or her phone within the ring timeout), these agents will not be presented an option to re-take the call.
If the user does not ignore the call, but is not the first to answer, the panel will update as shown. If another call comes in before the user closes the current inbound panel state, the panel will immediately revert to show the new inbound call, with the Answer / Ignore dialogue.
For Click-to-Call, the InboundAgent App presents the accept / ignore message when an inbound call comes in to a group ring ACD. Simultaneously, the dialer panel state will appear with the accept / ignore action in the inbound dialer panel area. Users can use the buttons in either location.
The options work the same way as described above for the PowerDialer.
We'd like to briefly point out some other new features which are compatible with Group Ring, and explain how they interact.
The Route to Agent Based on Area Code feature added an option that limits inbound calls to users based on the area code of the originating call. If this option is enabled for certain users, and an inbound call comes from an area code outside the users' "white list," the system will consider them "unavailable" and will not present the Answer / Ignore dialogue on group ring calls.
When enabled, this instructs the ACD to see if 1) any agents are logged in to the ACD, and 2) any agents are considered "Available" to take the call. If no agents meet the availability criteria, the call will immediately failover to the defined location; it will not wait for the ACD's failover timeout.
This feature is fully compatible with group ring ACDs. If no agents are logged in or marked available, calls fail over out of the ACD at the appropriate time, depending on how the option is set. See this page for more information on this setting.
Typically, Group Ring always acts as though the Manual Answer / Ignore on All Calls option is engaged. In other words, it always presents the agent with a choice to answer or ignore an incoming call. It does not automatically connect an agent.
Currently, there is one exception to this rule. A Group Ring ACD will automatically connect an agent without the Answer / Ignore dialogue if the Manual Answer / Ignore on all Calls option is set to "Off" and a call arrives through Response Pop.
If this is undesirable, be sure to keep the Manual Answer / Ignore on all Calls option set to "On." See this page for more information on this setting.