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ACD Types - Group Ring

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.

Settings

ACD Settings

ACD Type Field

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.


(ACD Editor - ACD Type Selection)
Click to view larger image.

When you're satisfied with your settings, click Save.

InboundAgent App Settings

When using Click-to-Call, the InboundAgent Application will also display the Accept / Ignore message for any group ring calls.

"Queue" Display

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.


(Group Ring ACD - Queue
Display Selection in
InboundAgent App)

Click to view larger image.

Audio Loop Option

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."


(Loop Audio Queue in
InboundAgent App)

Click to view larger image.

  1. Never play chime - Disables the option.
  2. Play chime on all calls - Plays the chime for every inbound call, regardless of agent leg status.
  3. Play chime when not on agent leg - Plays the chime for all inbound calls, but only if the user's agent leg is not connected.
  4. Loop chime - This option becomes available if either "play chime" option is enabled. If Never play chime is selected, this option greys out. When selected, this instructs the InboundAgent App to play the audio chime repeatedly until the user either accepts or rejects the call, or the call fails over.

PowerDialer Setup Settings

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.


(PowerDialer for Salesforce Dialer Settings - Inbound Call Audio)
Click to view larger image.

  1. Never Play Chime - Disables the option.
  2. Play Chime on All Calls - Plays the chime for every inbound call, regardless of agent leg status.
  3. Only play Chime When Not on Agent Leg - Plays the chime for all inbound calls, but only if the user's agent leg is not connected.
  4. Loop Chime - This option becomes available if either Play Chime option is enabled. If Never Play Chime is selected, this option greys out. When selected, this instructs the InboundAgent App to play the audio chime repeatedly until the user either accepts or rejects the call, or the call fails over.

User Interface in Action

With your Group Ring settings in place, here is what your users will actually see in their interface in practice.

User Cues for PowerDialer

Call Arrives

When a group ring call comes in, the dialer panel state will update to show the incoming call.


(PowerDialer Group Ring
Answer / Ignore)

Click to view larger image.

Answering or Ignoring the 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.

User Does not Answer or Ignore

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.


(Group Ring Call Answered
by Another Agent - PowerDialer)

Click to view larger image.

User Cues for Click-to-Call

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.


(Left - InboundAgent App
on Group Ring Call. Right -
Click-to-Call Dialer Panel
on Group Ring)

Click to view larger image.

The options work the same way as described above for the PowerDialer.

Compatibility with Various other Features

We'd like to briefly point out some other new features which are compatible with Group Ring, and explain how they interact.

Route to Agent Based On Area Code

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.

Immediate Failover if None Available

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.

Response Pop

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.

Other Notes

If you are using the InboundAgent App with an ACD that is set to Longest Available and switch to another that is set to Group Ring, this change is engaged immediately. However, the display that showed your queue position in the first ACD (which no longer applies since Group Ring does not apply queue positions) will continue to be displayed for approximately 30 seconds before refreshing. This is normal and is not an indication that the new ACD has failed to engage.

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