Ring Groups allow teams to share responsibility for answering incoming calls.
What is a Ring Group?
A Ring Group is a collection of Team Members linked to the same phone number or extension. When someone calls a Ring Group’s phone number or extension, Sync routes the call to group members based on rules set by an administrator.
When a call is routed to a Ring Group:
- Multiple members’ devices may ring at the same time, or
- Members may be called one at a time in a specific order.
Only administrators can manage how each Ring Group is configured.
Admin users can refer to: Manage Ring Groups.
When to use Ring Groups
Your organization may use Ring Groups to help teams:
- Share responsibility for incoming calls.
- Respond faster to callers.
- Reduce missed calls and wait times.
- Route callers to the right team.
- Maintain consistent service during busy periods.
Ring Groups are one of the core tools that keep company calls flowing efficiently.
How Ring Groups handle incoming calls
Ring Groups work together with Welcome Menus, Schedules, and Call Forwarding rules configured by your administrator.
- Calls may route directly to a Ring Group.
- Callers may first interact with a menu, such as “Press 1 for Sales.”
- Unanswered calls may forward to voicemail, another Ring Group, a Call Queue, or a different menu.
- After-hours routing may follow a separate schedule.
These routing paths help ensure callers reach the right team quickly, even during high call volume.
Ring Group call distribution methods
Ring Groups can use the following call distribution methods in Sync.
Simultaneous Ring
All members’ devices ring simultaneously. Any available Team Member can answer the call.
Sequential Ring
Members are called one at a time in a fixed order until a Team Member answers.
Your experience may vary based on your device, availability status, and how the Ring Group is configured.
Need more advanced call distribution?
More complex call handling, such as Call Queues, is available as an add-on and is typically configured during onboarding.
What happens if no one answers?
If a call to a Ring Group is not answered, the call may:
- Be redirected to the group’s voicemail.
- Be forwarded to another destination, such as another Ring Group, Call Queue, or menu.
- Follow an after-hours routing path based on predefined Schedules.
These behaviours ensure calls are not dropped and always reach a valid destination.
View your Ring Group and Call Recording status
You can check your Ring Group status in your Profile Settings, under the Call Options section.
