A Ring Group queue rings a group of agents when a call comes in. Each agent gets an incoming-call offer they can accept or decline, rather than being auto-connected. Agents are offered the call even while in outbound dialing mode, and the offer shows the queue name so they know where it is coming from.
Create a Ring Group
Go to
Call Routing → Queues → Add Queue(or edit an existing queue).In General settings, set Queue Type to Ring Group.
Give the queue a name and save.
⚠️ Note: Queue Type is locked after creation. If you need a different type later, create a new queue.
How Ring Steps (Tiers) Work
Ring Group calls ring in steps. Each step rings its agents for a set number of seconds, then escalates to the next step if no one accepts. After the last step the call follows the final action you configure below.
Per-Step Settings
Agents: who this step rings. Choose all agents in the agency, agents matching a tag rule (Any or All of the selected tags), or specific agents.
Single agent vs. group: Group rings every matching agent at once. Single agent rings only the longest-waiting eligible agent, then moves on.
Status filter: which agents are eligible. Available/Ready only, All except Offline, or All statuses.
Ring while in call: when on, eligible agents are offered the call even while already on a call.
Require manual accept: when on, the agent must click Accept even if Available (no auto-answer).
Ring duration (seconds): how long this step rings before escalating.
Add step / remove step: build the escalation flow (Step 1, Step 2, and onward).
Final Action After the Last Tier
Set what happens when no one answers after the last step:
Keep waiting in queue (default).
Hang up immediately.
Play a message (TTS text and/or uploaded audio). Use the Is voicemail toggle to control the outcome: off plays the message and then hangs up; on plays the message, beeps, and records the caller as a queue voicemail.
What the Agent Sees
The incoming-call offer appears in the agent's call tabs, labeled with the queue name. Accepting bridges the agent to the caller and clears the ring for everyone else.