OBJECTIVE: This article provides the Help at Home SOP for Ring Group in 8x8.
|All states that currently operation on the 8x8 phone system.
|To improve efficiency and guarantee customer satisfaction.
|To ensure all Ring Groups are accurate and up to date with active employees.
1.0 SET UP A RING GROUP
1.1 Navigate to Home > Work Groups > Ring Groups. Click +Create Ring Group.
1.2 Enter the Basic Information such as group name, site, phone number(s), and extension number(s). Select one or more phone numbers from the available numbers. When setting up a ring group, the available phone numbers appear in the phone numbers list. You may need to claim more numbers if you do not have any numbers to assign.
1.3 Select an Extension Number for the ring group.
1.4 Click to enable Display Ring Group in company directory. The ring group's name and extension number appear in the company directory.
1.5 Select the Ring Group Caller ID and choose how you want your incoming calls to be displayed for this ring group. The caller ID can be a group name and number, a caller's name and number, or a group name and extension. The default setting is Ring Group Name and Ring Group Extension.
1.6 If you select a Ring Pattern, you must also enter the number of Cycles before the calls are routed to voicemail (only select Sequential). Simultaneous Ring automatically selects one cycle. Ensure you select the correct ring pattern based on your preferences.
1.7 Enter the Total time to alert a member. This value defines how long an incoming call should ring before moving to the next member, or to a call forwarding rule. This is currently set to 10. Each member gets 15 seconds by default which is equal to three rings. The maximum alert time is 180 seconds.
1.8 Enter the number of times calls will cycle through before being forwarded. The valid range is 1-20. For example: You enter a value of 3. An incoming call to the ring group will cycle three times. If it's not accepted, the call will be forwarded. Turn off radio button to alert members when busy.
1.9 Enable Notify members even if busy. This option notifies the ring group members that there is another incoming call, even if the member is busy.
1.10 Select a Ring Back music file to play music or a message for callers while they wait to be served. The default audio file will be used if you do not select a music of your choice. Click Change to access the audio files library. Ring Back music functions the same as Music On Hold. When you select Ring Back music, a continuous ring back plays by default.
1.11 Scroll down to add Members. The left-menu panel allows you to jump to the desired section quickly without having to scroll multiple screens. You must have at least one member in your ring group. You can search and find users by first name, last name, or email ID. You can select members from all sites within the same phone system (PBX). You can change the order of members in the group by dragging and dropping them. The order of members in sequential pattern determines who gets the new call first.
1.12 Set up the following options in Voicemail Settings:
1.12.1 External voicemail greeting - Greeting played for people outside of the company. In the absence of a custom external voicemail greeting, the default audio greeting is played.
1.12.2 Internal voicemail greeting - Greeting played for people inside the company. In the absence of a custom internal voicemail greeting, the default audio greeting is played.
1.12.3 Voicemail password - Set up the password for the ring group's voicemail. The members need the password to access the queue's voicemail. The password is numeric-only and must contain 6 to 15 non-sequential digits. You can direct calls to the ring group's voicemail by editing the call forwarding settings. Dial 500 to access the voicemail messages from any extension in your 8x8 system.
1.13 Set up Call Forwarding rules for the ring group when the Internet connection is down, all members are busy, or no one in the ring group answers the call. Navigate to Ring Group > Call Forwarding and click the Edit icon next to a rule to edit the call forwarding rules when editing a ring group. You can forward the calls to a voicemail, a user or service, or not forward any calls at all. The callers only hear a ting tone.
1.14 Click Save. The new ring group is added to your ring group list. Scroll down to see additional results.
Source: IT Department