Business communication plays a significant role in ensuring seamless operations, superior customer service, and efficient team coordination. To facilitate this, Omnivoice offers an innovative feature – Ring Groups. This feature allows businesses to configure call routing in various ways, optimizing call distribution, ensuring a balanced workload, and enhancing team collaboration.

What are Omnivoice’s Ring Groups?

Ring Groups are a feature in Omnivoice that allows businesses to direct incoming calls to a group of users instead of a single individual. This feature is particularly beneficial for customer support teams, sales departments, or any team that requires effective distribution of incoming calls.

ring group

Exploring Ring Group Options in Omnivoice

Omnivoice’s Ring Group feature provides the ability to configure call routing in various ways:

Simultaneous Ring

With this feature, all agents within a Ring Group receive the call simultaneously. The call gets answered by the first available agent. This option is ideal for high-priority calls that need immediate attention, as it maximizes the chance that the call will be answered promptly.

Sequential Ring

Incoming calls are routed to agents in a predetermined order until someone answers or the call reaches the end of the sequence. This feature is perfect for teams where there is a defined hierarchy or order of responsibility in handling calls.

Round Robin

Calls are distributed evenly among the agents within a Ring Group, ensuring a balanced workload. This setting is ideal for teams where all members have similar roles and responsibilities, and the aim is to distribute calls fairly among all team members.

Ring groups

How Ring Groups Will Improve Your Business

Ring Groups in Omnivoice can solve several communication-related issues for businesses. Here are some of them:

  • Delayed Response: With a traditional phone system, calls might end up ringing on an unattended desk, leading to longer waiting times for customers. With the Simultaneous Ring feature of Ring Groups, all agents get the call simultaneously, reducing wait times and improving customer service.
  • Inefficient Call Distribution: If incoming calls always ring at the same extension first, it can lead to uneven work distribution. The Round Robin feature of Ring Groups ensures a balanced workload among team members by evenly distributing calls.
  • Missed Calls: Especially in smaller businesses or teams, calls might be missed if the responsible person is unavailable. Sequential Ring helps avoid this issue by routing calls in a predetermined order until someone answers.
  • Unprioritized Calls: Without a system to manage incoming calls, high-priority calls might not be answered quickly. With the use of Ring Groups, you can assign high-priority calls to a specific group, ensuring they are answered promptly.
  • Lack of Team Collaboration: In many teams, efficient collaboration is key to delivering excellent customer service. By grouping team members together in Ring Groups, Omnivoice encourages team collaboration in handling calls.
  • High Call Volume Management: During peak times, businesses may struggle to handle a high volume of calls. By utilizing the Ring Groups feature, calls can be dispersed among several agents, reducing the burden on individual team members and ensuring calls are answered more efficiently.
cta
Watch demo Try for free

How to Set Up Ring Groups in Omnivoice

Setting up Ring Groups in Omnivoice is simple and straightforward:

  1. Log into your Omnivoice account and navigate to the ‘Settings’ tab.
  2. Select the ‘Ring Groups’ option.
  3. Click on ‘Add Ring Group’ and provide a name for the new group.
  4. Add the desired members to the group.
  5. Choose your preferred call routing option (Simultaneous, Sequential, or Round Robin).
  6. Save your changes.

Ring Groups offer a simple and effective way to manage call distribution among your team, ensuring that every call gets answered promptly and by the most suitable agent. By implementing Ring Groups in your business communication strategy, you can increase the efficiency of your team and improve your customer service quality.