With
MiContact Center Business, you can configure Ring Groups, with the following limitations:
- Ring Groups require a minimum of MiVoice Business 7.0 .
- MiContact Center Business and MiVoice Analytics Version 9.0 do not support Call Forward Always from Ring Groups. Call Forward Always to Ring Groups is supported.
- Clustered Ring groups are not supported. Ring Groups, their extensions, interflow points, and any IVR ports transferring to Ring Groups must be on the same media server.
- Prime DNs and hot desking users are supported as members of Ring Groups.
- Personal Ring Groups are not supported.
It is recommended that Ring Groups have a default Class of Service configured on the 3300 media server. For more information, see "Editing Class of Service options".
If you are licensed for IVR or Messaging and Routing, Ring Groups are not supported for callback or UPiQ workflows, subroutines, and related activities.
When an administrator adds a Ring Group, they
- Configure general Ring Group queue information
- Configure Ring Group business hours
- Configure Ring Group membership
- Configure queue spectrum settings for Ring Group
- Configure Ring Group voice options
To add a Ring Group queue
- Click YourSite > Queues.
- Click Add and select Ring Group.
- Continue to "Configuring general information for Ring Group queues".
Note:
New Ring Group queues cannot be saved until the name, reporting number, and media server have been configured for the queue.
Configuring general information for Ring Group queues
The following procedures take place in YourSite > Queues.
To configure common Ring Group queue information
- Select a Ring Group and click the General tab.
- Type a Name for the Ring Group.
- After Reporting number, type the Ring Group’s dialable number.
Note:
The reporting number cannot be changed after saving the Ring Group.
- After Media server, click the Browse button.
- Select the media server and click OK.
Note:
The media server cannot be changed after saving the Ring Group.
- After Failover Media server, click the Browse button.
- Select the Failover media server and click OK.
- If you do not want the queue to be viewed in Contact Center Client and Ignite, select Disable real-time monitoring and data collection on this device.
- Click Save.
Configuring membership for Ring Groups
Extensions or hot desking users must be assigned to a queue to handle calls sent to Ring Groups. Depending on how the Ring Group is configured to distribute calls, calls will be offered to extensions in their order in the member list.
Note:
Prior to Version 8.1, all voice softphone extensions created in YourSite Explorer had the setting ‘ACD Enabled’ applied when written back to the ACD routing system. In Version 9.0, this setting can be set or removed for the extension in YourSite Explorer. ACD Enabled extensions can be added as members of Ring Groups, but they cannot be made present in the Ring Group. This is a restriction imposed by Mi Voice Business. Ring Group Member extensions with ACD Enabled will not receive calls sent to the Ring Group. If a Hot Desking Agent logs into an ACD Enabled extension, they will go out of service and not be updated in the real-time monitors. To remove ‘ACD Enabled’ from extensions in YourSite Explorer, see "Adding extensions".
Ring group extension members must be located on the same node as the Ring Groups. Ring Groups do not support multi-node configurations.
You can program the following devices as Ring Group members
- Multiline set prime numbers
- Single line sets
- Internal and external hot desk user
The following procedures explain how to:
- Associate an extension to a Ring Group queue
- Remove an extension association from a Ring Group queue
The following procedures take place in YourSite > Queues.
To associate an extension with a Ring Group
- Select a Ring Group queue from the list and click the Membership tab.
- Under Available members, select an extension and click > to move the extension to the Selected members list.
Depending on the algorithm selected, calls will be offered to a Ring Group’s extensions using the order in the Selected members list.
Note:
To ensure accurate reporting, hot desking users should be made members of the same Ring Groups as the extensions to which they log in.
- To adjust the order of selected members, select an extension and click ^ or ˅.
- Click Save.
To remove an extension association from a Ring Group
- Select a Ring Group from the list and click the Membership tab.
- Under Available members, select an extension and click < to move the extension to the Selected members list.
- Click Save.
Configuring performance settings for Ring Groups
The following procedures explain how to:
- Configure business hours for a Ring Group
- Set the Ring Group service level objectives
- Set the Ring Group handling times
To configure the business hours for a Ring Group.
- Select a Ring Group and click the Performance tab.
- After Business-hour schedule, click the Browse button.
- Select a schedule and click OK.
- If you want to restrict the production of real-time statistics and reports to only during business hours, select Generate statistics only within business hours.
- Click Save.
To set the Ring Group service level objectives
- Select a Ring Group and click the Performance tab.
- Specify the Service level goal and Service level time for the Ring Group.
- Click Save.
To set the Ring Group handling times
- Select a Ring Group and click the Performance tab.
- After Short handle less than, type the duration that will define a call as a short handle call.
For example, type 00:00:03 to define a short handle call as one that lasts less than 3 seconds.
Short handle calls are included in call statistics.
- After Short abandon less than, type the duration that will define an abandoned call as ‘Abandoned (Short)’.
For example, type 00:00:05 to define a short abandon call as one that is abandoned in less than 5 seconds.
- Click Save.
Configuring queue spectrum settings for Ring Groups
Queue spectrum reports provide valuable information on how calls are dispersed in your contact center. The answer, abandon, interflow, handle, and ringing statistics will be distributed across the queue spectrum reports in the time intervals you specify.
If you apply your queue spectrum settings on all queues on a media server, they are applied to both Ring Groups and ACD path queues.
The following procedures take place in YourSite > Queues.
To configure queue spectrum settings for a Ring Group
- Select a Ring Group and click the Queue Spectrum tab.
- Select the spectrum value(s) you want to include in reports and specify thresholds for each.
All threshold values are in seconds.
- Click Save.
To apply a Ring Group’s queue spectrum settings to all queues on the same media server
- Select a Ring Group and in the ribbon, click the Queue Tools tab.
- Select Apply queue spectrum to all.
Configuring voice options for Ring Group queues
Ring Group specific queue settings are configured in the Voice options tab.
The following procedures take place in YourSite > Queues.
To configure the voice options for a Ring Group queue
- Select a Ring Group and click the Voice options tab.
- After Ring Algorithm, select the Ring Groups call distribution algorithm from the following:
- Ring All: Rings all available extensions in the Ring Group simultaneously.
- Terminal Cascade: Starting from the first extension in the member list, rings the first available extension for the duration of the Cascade Ring Timer before calling the next available extension in the member list.
- Terminal: Starting from the first extension in the member list, rings the first available extension.
- Circular: Starting from the last member to handle a call, rings the next available extension in the members list.
- Circular Cascade: Starting from the last member to handle a call, rings the next available extension in the member list for the duration of the Cascade Ring Time before calling the next available extension in the member list.
- After COS, select a Class of Service for the Ring Group.
If you have configured a default Class of Service for Ring Groups, the default Ring Group Class of Service will be automatically applied.
- If you selected a Cascade algorithm, after Cascade Ring Timer, set the time a call will ring an extension before ringing the next member extension in the Ring Group.
- After Call Queued Timer, set the maximum time a call will remain in queue for a Ring Group before redirecting to the overflow point.
- After Call Ringing Timer, set the maximum time a call will ring an extension before the call is redirected to the overflow point.
- After Call Coverage Service Number, enter a configured Call Coverage Service Number.
- If you want to redirect incoming calls to another directory number if the Ring Group extensions do not answer, after Overflow Point, type the dialable number for the overflow destination.
The Overflow Point can be any Prime DN destination, such as an extension or queue.
Note:
If a traditional agent logs into the overflow point, calls will never be offered
- Click Save.