Queue VS Ring Group

[IdanielJr]

Afternoon,

I want to know which one is better for an inbound campaign?

My goal is to set up an inbound campaign and I want to set it up to go to 5 users. In addition, how do I handle the overflow if all users are on a call. Is there a guide someone can point me too?

Thanks,

 

[jcostlow]

Ring groups will only poll which users are available at the start. If you are on the phone and finish a call while the ring group is ringing you won't get the call.

Queues will poll depending on which strategy you choose and can get calls after wrapping up an existing. The queues can also have longer wait time if all agents are busy. If you are wanting a campaign queues are the way to go.

 

[VoIPTools]

The user experience is also different. With ring groups, the caller will hear ringing, but with queues they hear on-hold music. Agents can log in/out of queues, but you cannot log out of ring groups. If everyone is busy, the caller can wait in the queue, or transfer to an operator, or fail over to another extension (voicemail box)

 

[leejor]

If you expect all users to be busy at times, then you'll want to use a queue. If all ring group members are busy, you then have to decide where the unanswered calls are to go... another ring group, or voicemail, perhaps. I'm assuming that neither would be a good option for you.