Support Centre

Ring groups on 3CX

Matthew Fletcher

Ring groups allow you to create a call flow where a number of extensions can receive the same call. This is included on all versions of 3CX.

Creating a ring group

After signing into your 3CX Management Console navigate to Ring Groups on the left-hand side. The steps to create a ring group below will continue on from the ring groups page:

  1. Click on the blue Add Ring Group button, this will open up a new page to create a ring group. Starting off please name your group. For example, if we were creating a Support Ring group we would call this Support or Support RG (for ring group).
  2. The Virtual Extension Number should prepopulate on an available number. This shouldn't need to be changed.
  3. The Ring Strategy will depend on how you would like to set this up:
    1. Prioritized Hunt - This strategy will ring the group members in order, starting from the top and working the way down the list. The Ring Time in this case will be how long each group member will be called until it attempts the next member.
    2. Ring All - This strategy will ring all available group members at the same time regardless of order. The Ring Time in this case will be how long it will ring all extensions for before reaching the Destination if no answer directions.
  4. The ring time as mentioned above does differ slightly depending on the type of strategy used.
  5. The Group members section is where we add all users that we want to be in this ring group, you can add them in by clicking on the blue Add button.
  6. The Destination if no answer section is where you would like the call to go if there is no group member available. Our most common request is to send this to a digital receptionist or an extension's voicemail message.

Connecting a ring group

Once you have created the ring group, it needs to be attached to either an inbound rule or another ring group.

Adding the ring group to an inbound rule

Navigating to the Inbound rules menu on the left-hand side you should see your inbound numbers. Using the steps below you can attach your new ring group to any of your inbound numbers.

  1. Click on the number you would like to edit. You will notice there are two destinations in the route calls to section. Destination for calls during and destination for calls outside of office hours. This allows you to control where calls are going when you are in the office and after hours.
  2. If this ring group is for during office hours you would set the first drop-down box to Extension and from there you would find your new ring group in the second drop-down box.
  3. If this is for outside of office hours you would follow the same steps in step 2, however, you would set this up for the second set of drop-down boxes specific for outside of office hours. I have listed an example below.


Adding the ring group as another groups destination

While remaining on the ring group page, select the ring group you would like to be used before this group. For example, if you had two ring groups for support labelled Support RG 1 and this group you just made was Support RG 2, you would select Support RG 1 before continuing on.

  1. Once you have selected the ring group you would like to use, scroll down to the Destination if no answer section. From there you would select the following in each drop-down:
    1. In the first one, you would select Connect to Queue / Ring Group.
    2. In the second drop-down menu, you would select the extension number and the name of the ring group.
  2. Clicking ok at the top of the page will save your changes.

Need help?

If the above steps did not resolve your issue, you can raise a case with our team by clicking here. We may verify that you have completed the above steps, so don't forget to try!

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