Groups Overview

« Go Back

Article

 
SummaryGetting to know the Groups feature.
Details
Groups enable you to designate a group of employees with similar activities or services.  

This article discusses the following topics about Groups:

How to access Groups
How to add Groups
Groups Features
Disabling/Enabling, Deleting Groups and Users

How to access Groups

Step 1:

Log in as an Administrator to your RingCentral account.

Step 2:

On the Admin Portal page, click Groups under Phone System.

User-added image

You have now accessed Groups.

User-added image

How to add Groups

When you have accessed Groups, click on the tab of the group you want to make and then, click the + New Group button.

Call Queues

User-added image

Paging Only

User-added image

Shared Lines

User-added image

Park Location

User-added image

Call Monitoring

User-added image

Others (Message-Only, Announcements-Only, Limited Extension)

User-added image

[Back to Top]

Groups Features

RingCentral offers the following different types of groups for your phone system needs:

Call Queues are different from extensions. Call queues increase the efficiency of your company by directing the calls to the right employees. Call queues can support up to 25 calls waiting in a call queue.

Paging Only* enables business' real-time one-way broadcasting through multiple desk phones and overhead paging devices.

Shared Lines allows calls made to one phone number to be answered by multiple phones. Answered calls can be easily handed off to other phones sharing the same phone number. 

Park Locations are private locations for your employees to park and pick up calls. Create up to 100 park locations for different groups of users in your phone system.

Call Monitoring is a group that defines a set of permissions allowing users to monitor the calls of other users in real time. 

Others

Messages-Only Extension permits you to create a dedicated extension specifically for receiving voice messages. All calls routed to this extension will be automatically directed to the extension's voicemail box

Announcements-Only Extension authorizes you to create a dedicated extension specifically for playing an announcement. All callers routed to this extension will only hear a recorded announcement/greeting.

Limited Extension allows you to add a special extension with a limited feature set. Contact support to have this feature.

Call Queues

When you have created a Call Queues Group, click on it to show its settings.

User-added image

• Call Queue Info - allows you to edit the Call Queue's name, number, contact email address, business hours and group members.  

• Direct Numbers - are phone numbers that your customers call when they want to be routed directly to the Call Queue group without going through the menu.

• Greeting - authorizes you to set up the Call Queue group greeting settings. You may also set up the Blocked Numbers rule for your group.

• Call Handling - lets you set up call routing rules for the group. This includes mode of transfer to different group members, group hold music, and interrupt music, maximum wait time, minimum post-call wrap time, maximum hold time and call volume rule.

• Messages & Notifications - permits you to customise the Voicemail Greeting, select the group's Message Recipient and set preferences for Notifications. You can also retrieve the messages of the group's message recipient on this section.

To learn how to customize the settings found under Call Queue, Go to:

[Back to Groups Features]
[Back to Top]

Paging Only

When you have created a Paging Only Group, click on it to show its settings.

User-added image

• Info - enables you to set up the number and group name. You may also set up the template and enable or disable this queue.

• Paging - This section allows you to customize which users are allowed to page this group and which devices can be paged.

To learn how to customize the settings found under Paging Only, Go to:

[Back to Groups Features]
[Back to Top]

Shared Lines

When you have created a Shared Lines Group, click on it to show its settings.

User-added image

• Info - This section allows you to edit the Shared Line name, number, contact email address, business hours and group members.

• Phones & Lines - This section allows you to add and configure Desk Phones and Phone Lines.  You may also change your 911 address here.

• Direct Numbers - This number is the phone number that your customers call when they want to be routed directly to the department without going through the menu. 

• Greeting & Blocked Calls - This section allows you to customize your greetings.  You may also customize which calls you want to block.

• Call Handling - This section will allow you to set-up call routing rules for the group.  You may also customize the settings for key presses, or set it to default. 

• Outbound Caller ID - This section allows you to select which number you want to be displayed on the recipient's caller ID.

• Messages & Notifications -  This section will allow you to customize the Voicemail Greeting, select the group's Message Recipient and set preferences for Notifications.  You can also retrieve the messages of the group's message recipient on this section.

To learn how to customize the settings found under Shared Lines, Go to:

Shared Lines Overview
Setting Up Advanced Call Handling Rules of a Shared Lines group
Setting Up Call Handling for Business Hours and After Hours of a Shared Lines group

[Back to Groups Features]
[Back to Top]

Park Locations

When you have created a Park Locations Group, click on it to show its settings.

User-added image

• Info - This section lets you edit the extension number, park location name, enable/disable, and delete the park location.

• Location Users - This part allows you to select the users who can park calls to the said extension and receive parked calls.

Tlearn how to customize the settings found under Park Locations, Go to:

Call Monitoring

When you have created a Call Monitoring Group, click on it to show its settings.

User-added image

• Info -  This section will allow you to edit the group name, extension number, contact email address, and security settings such as passwords and security question.

• Group Members - This section is where you select extensions to listen to as well as authorize extension who can monitor a call.

To learn how to customize the settings found under Call Monitoring, go to:

[Back to Groups Features]
[Back to Top]

Messages-Only Extension

When you have created a Messages-Only Extension Group under Others, click on it to show its settings.

User-added image

• Extension Info - This section will allow you to edit the extension number, name, contact email address and security settings such as password and security question of your extension.  

• Direct Numbers - This is the phone number that your customers call when they want to be routed directly to the department without going through the menu. 

• Messages & Notifications - This section will allow you to customize the Voicemail Greeting, select the group's Message Recipient and set preferences for Notifications.  You can also retrieve the messages of the group's message recipient on this section.


To learn how to customize the settings found under  Messages-Only Extension, Go to: 

Announcements-Only Extension

When you have created a Announcements-Only Extension Group under Others, click on it to show its settings.

User-added image

• Extension Info - This section will allow you to edit the RingCentral User number, name, contact email address and security settings such as password and security question of your RingCentral User. 

• Direct Numbers - This is the phone number that your customers call when they want to be routed directly to the department without going through the menu. 

• Announcement - This section allows you to customize your announcement.

To learn how to customize the settings found under  Announcements-Only Extension, Go to:



See Also:

Groups Frequently Asked Questions
 

Ranking100
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information