RingGroups & Call Queues in RingCentral

A RingGroup is a group of phones that ring simultaneously when a mainline rings.

A Call Queue group is a group of Users which receive calls to be answered by the next available member of the group.

RingGroups are made up of limited extensions meaning that people just answer a phone without access to settings, faxes, text, messaging, or meetings. These limited extensions are less expensive than a full license and are much easier to maintain because as student staff move in-and-out throughout the day (and semester),  there are not settings to change, asking for members to be added/removed and/or adding/removing members from a queue. Group members can only answer calls and can only answer calls when they are physically near the ringing phone. RingGroup managers must rely upon the Service Desk to change settings in the group.

See Difference Between Call Queue Group and Ring Group | RingCentral

Queues feature fully licensed members who can take advantage of all of the features of RingCentral. To accept calls, Queue members must make themselves available and choose to accept queue calls. Queue members have to be licensed in RingCentral and so must be added/removed through the Technology Service Desk, after which time, the Queue Manager must add/remove the member to/from the queue. Queue members can fax, text, call, and message using RingCentral and can answer calls from anywhere using a mobile device with the RingCentral app. Queue Managers can control almost all aspects of a queue, including ring times, business hours, wait times, and more.

See RingCentral Call Queue Overview

Note: A ringgroup can "sit" in front of a queue so that calls to a mainline hit a group of phones first and then transfer to a queue if unanswered.

Analytics: There are no analytics available for RingGroups and somewhat robust analytics for Queues.


Article ID: 137643
Wed 9/8/21 8:23 PM
Tue 8/16/22 11:02 AM

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