What Is a Ring Group?
A ring group is a virtual extension that, when dialed, simultaneously or sequentially rings a list of real extensions. The first person to pick up takes the call — everyone else stops ringing. Ring groups are simple, fast to configure, and don't require callers to wait in a queue.
A common example: your main number routes to a ring group containing your entire front desk team. All their phones ring at once, and whoever answers first handles the call.
Ring Group vs. Call Queue
Ring groups and call queues are related but serve different needs:
| Feature | Ring Group | Call Queue |
|---|---|---|
| Callers wait on hold | No — unanswered calls go to no-answer destination | Yes — callers hold with music |
| Position announcements | No | Yes |
| Agent login/logout | No | Yes |
| Best for | Small teams, shared lines | Busy support or sales lines |
If your team frequently has all agents busy and callers need to wait, use a Call Queue instead.
Creating a Ring Group
- Log into the 3CX Admin Console in your web browser.
- Go to Admin › Ring Groups › Add Ring Group.
- Enter a Name for the group (e.g., "Sales Team" or "Front Desk").
- Assign an Extension Number — choose a number not used by any existing extension (e.g., 700, 710).
- Under Members, add the extensions you want in this group.
- Select a Ring Strategy (see below).
- Set a Ring Timeout — how many seconds to ring before going to the no-answer destination.
- Set the Destination if No Answer — voicemail, another extension, IVR, or external number.
- Click Save.
Ring Strategies Explained
Choose the strategy that fits how your team works:
| Strategy | How It Works | Best For |
|---|---|---|
| Ring All | All extensions ring simultaneously | Small teams where anyone can answer |
| Round Robin | Rotates through members — each new call goes to the next person in line | Distributing calls evenly across the team |
| Hunt | Rings first extension, then moves to the next if no answer, and so on | Prioritized escalation (e.g., primary then backup) |
| Longest Idle | Rings the agent who has been free the longest | Balanced distribution in busier environments |
Ring Timeout
The ring timeout controls how long extensions ring before the call moves to the no-answer destination. A typical value is 20–30 seconds. If you set it too short, callers will drop to voicemail before agents have a chance to answer. Too long, and callers may hang up frustrated.
No-Answer Destination
Every ring group needs a fallback in case nobody answers. Common options:
- Voicemail — route to the group's voicemail box (if configured) or a specific extension's voicemail.
- Another ring group or extension — escalate to a supervisor or backup line.
- IVR — send back to the auto-attendant to let the caller choose another option.
- External number — forward to a mobile number for on-call coverage.
Caller ID Passthrough
By default, ring groups pass the original caller's number to agents' phones. This means your team can see who is calling before they pick up — not just the internal ring group extension. This behaviour is typically enabled by default and does not need to be changed.
Editing or Removing a Ring Group
- Go to Admin › Ring Groups.
- Click the ring group you want to change.
- Update members, strategy, or timeout as needed, then click Save.
- To delete a group, click the Delete (trash) icon. Make sure no inbound rules or IVR options are still pointing to the deleted group before removing it.
Need Help?
Open a support ticket by emailing support@dvgvoip.com before calling — this helps us resolve your issue faster. Or call (807) 700-7111.