With any business communication strategy, the primary goal should be to route your callers efficiently to the people best suited to meet their specific needs for that call. When paired with an auto attendant, ring groups or call queues are an effective tool to handle call volume when customers are directed to the correct group to meet their needs. sipVine offers many call management features including ring groups and call queues that your small business can leverage with our Hosted VoIP phone system.
A ring group is a set of phones that all ring at the same time for a defined number of rings before going to the next programmed option. For example, a business can choose to have a ring group or groups in front of an auto attendant for their main line calls. For example, you can have a couple of primary phones ring first for four rings and then roll to a "ring all" ring group for another four rings before rolling to your auto attendant options.
In cases where the auto attendant answers first, certain options can route callers to a defined set of phones (a ring group) to handle the specific need. For example, a business can have an option for "sales" and a ring group consisting of the sales team phones. Another option can be for technical support and a ring group consisting of the phones in their IT department.
The key differentiation here is that a ring group consists of a set of defined phones and all those phones ring at the same time. Whether it be to the main phone line or from an auto attendant option, your call flow design will automatically identify the ring group, number of rings, and what to do if there's no answer.
sipVine's Hosted VoIP service provides small businesses with many features to fit each company's needs. With ring groups, your customers can dial a set extension and it will ring to every phone in the designated group at the same time, making the automation seamless and efficient.
A call queue works much differently than a ring group and requires more programming and operational interaction. Queue members are identified and calls are funneled into the queue and answered by the next available associate. Callers can hear music on hold while they are in queue and period messaging can play while they wait. Options for opting out to leave a message is an example of a programmable option.
Call queues are typically used to handle high call volume situations or to ensure the equitable distribution of calls. These would be in situations where callers expect to be on hold for longer than a standard amount of rings (16 seconds or so). An advantage of call queues versus ring groups is that you can have a caller in the queue for a longer period of time and phones are not just ringing and ringing. If the "next" associate in line is on the phone, the call would ring to an available associate who is next in line.
Programmable options for consideration are below:
sipVine has a queue management application to help with the real-time management and monitoring of the queue. It is one of the primary applications in our sipPanel. Included in the sipPanel would be the ability for the customer to:
sipVine associates have helped thousands of businesses optimize their communication practices and consult on whether ring groups, queues, or a combination are best suited for their business. Business phone service is what we do, and we're happy to help you find the best solutions for your company's needs. If you'd like a quote or a consultation to discuss Hosted VoIP options, please reach out to us.