Create and Manage Ring Groups

User level: Admin

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If you’re a new CloudTalk user, you may find the following introductory video helpful. You can also check out our dedicated YouTube channel for more videos on all the different features of CloudTalk!

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Creating Groups

If you wish to make a new group, go to the list of groups in your Dashboard and click on Add a group. You will be redirected to a page where you can set up rules for your new Group in Basic and Advanced settings.

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Basic Settings

Basic Settings allow you to create an internal label that will help with distinguishing individual groups. It is necessary to enter an email address for each group, as this is used for voicemail notifications.

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Assigned Users

This section allows you to add specific users who should belong to the Group. The number of users assigned to a Group does not matter. You can add as many users as you wish. A single user can also be a part of several Groups at the same time. To assign users to a Group, click on + Add user . Start typing the name of the user you wish to add, and a list of matching users will appear. Select the appropriate user from the list. Once the users are assigned, click on Update group to finalize the settings. The selected users will now be added to the Group.

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VIP Contact Tags

Here, you can decide which Contact Tags define a VIP customer for the specific Group. In order to add the tags, you need to assign specific tags to your VIP customer in the Contacts section. Follow these steps:

1. Go to Contacts > + Add Contact
2. Fill in important information, such as name, email, company and tags (if necessary).
3. Scroll down and click on Create Contact.

How you tag or name your VIP clients is up to you. For this article, we decided to tag them as VIP. After you select the tag in VIP Contact Tags, these customers are put to the front of the waiting queue. You can learn more about VIP queues here.

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Advanced settings

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Your ringing strategy

CloudTalk allows you to select a ring strategy for your groups. Inbound calls may be distributed among the group’s agents in three different ways:

• Ring All: The call will ring to all agents until one of them answers.
• Round Robin: The call will ring to a chosen agent only. If the agent doesn’t answer, CloudTalk will choose the next agent in line, until the call is answered. This strategy cannot be used in combination with the Mobile App.
• Random: The call rings to a random agent within the queue. This strategy also cannot currently be used in combination with the Mobile App.

• Least Recent: Routes each new call to the agent who has gone the longest without answering one within the same group. This strategy promotes fair distribution by prioritizing agents who have been idle the longest in this group, without considering their activity in other groups.
  Note: The Least Recent strategy is currently not supported in the Mobile App.
  

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Rule for caller entering a queue

This setting allows you to define when a caller is allowed to enter the queue. If a caller cannot meet the queue’s criteria, the call skips the queue and moves to the next step in the Call Flow. The available options are:

• Always: All callers will enter the queue.
• At least one agent is logged in: Callers will enter the queue if at least one agent has a status “online”, “calling” or “idle”.
• At least one agent is present: Callers will enter the queue if at least one agent is in status “online” or “calling”.
• At least one agent is available to take a call: Callers will enter the queue if at least one agent is in a status “online”.

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Send Calls to Busy Agents

This option determines whether agents who are currently on another call (busy) or idle should still receive new call notifications.

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Skill-Based Routing

If you enable Assign a skill for Skill-Based Routing, calls will be distributed based on agent skill level. You can define skills for users under Dashboard > Settings > Skill Based Routing, then assign them by going to Users > Edit (pencil icon) > User Skills. Once done, click Save User to apply the changes. After setting up your skills, you need to assign them to specific users. Go to Users, select the desired user, and click the Edit (pencil) icon. Then open User skills. From here, you can assign an existing skill or create a new one for the user. Once you’re done, click Save User to apply the changes.

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Callback settings

Callback feature ensures no missed connections by automatically redialing clients who were unable to reach you during their initial attempt. You can apply company-wide callback settings (located under Settings > Callback) or create customized settings tailored to specific needs. If you wish to configure custom callback settings, you can adjust the Maximum Wait Time for Callback and the Maximum Number of Callback Attempts.

• Maximum wait time for Callback determines the maximum time span between a missed call and the next callback attempt. Options include: within 24 hours, within 48 hours, or by the end of the day.
• Max. count of attempts for Callback specifies how many times the system will attempt to reconnect if previous attempts fail. The recommended optimal value is 5.

You can learn more in our article here.

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Sounds

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Waiting message

You are able to choose the music that your customers will hear while waiting in a queue. Decide between our predefined waiting music or upload your own.

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Periodic announcement

Periodic announcements are what callers hear while waiting on the line. You can decide to play a message for them periodically, to ask for their patience and to remind them that agents are doing everything they can in order answer the call as soon as possible. For example, a message stating, “Thank you for holding, your call is important to us” can be played approximately every 40-60 seconds. If you select default ringing as the waiting message, then this feature will be disabled.

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Queue Language

Pre-recorded messages and automated system messages callers hear while waiting in a queue, including periodic announcements and queue position updates, are now available in 16 languages instead of defaulting to English only. Supported languages: English (US), English (GB), German, French, Spanish, Portuguese (PT), Portuguese (BR), Czech, Slovak, Italian, Swedish, Finnish, Dutch, Polish, Norwegian, Danish.

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