Ring Groups are specialized call groups that can dial multiple employees, all at once or one at a time. These are typically configured to be dialed using a Contact Button or non-employee-specific cards on the ALICE system, with labels such as Receptionist, Deliveries / Couriers, or department names.
If your Ring Groups were created before version 5.5 of ALICE Receptionist, you must create new Ring Groups using the process below to replace the old ones.
Creating a Ring Group
Navigate to the Ring Groups tab in the Directories section of Directory Management. Verify that the correct Company is selected in the "Company" drop-down at the top of the page. Ring Groups can only be assigned to cards within the Company listing where they are made.
Click the Add button.
A pop-up window will appear to configure the Ring Group.
- Name – The name of the Ring Group that will appear when assigning it to cards. This name will not appear on the contact card itself.
- Description – A field to describe the purpose of the Ring Group. This is for internal reference only.
- Ring Time – The number of seconds the Ring Group will dial before ALICE transfers the call to the next Ring Group member or considers the call unanswered.
- Type — The drop-down box determines the kind of Ring Group call placed.
- Ring All – Dials all group members at once.
- Hunt Group – Dials each group member individually until the call is answered.
- Members – Use the check box to select all the Employees to be called into the Ring Group. The Employees who appear here are based on the Employees within the Company Listing chosen at the top of the page.
- Contact Number – Use the drop-down menu to select which number the employee should be called when utilizing the Ring Group.
Do not include phone numbers configured to go directly to voicemail when busy or unavailable. The voicemail will pick up immediately, preventing ALICE from calling additional Ring Group users.
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Changing Call Order – To change the call, grab the + arrows to move the users up and down the list.
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- No Answer Behavior – This determines the action the ARD will take if none of the Ring Group members answer the call.
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End Call – The ALICE avatar will play a video apologizing to the visitor for their call not being answered and asking them to select a different card on the system or select the Receptionist button.
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Forward To Ring Group – The unanswered call will automatically forward to a different Ring Group determined by the group selected in the “Ring Group” drop-down field that will appear when selected.
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Ring Group – Use the drop-down menu to select the Ring Group that will be called if the call is unanswered. The Ring Groups that appear here are based on the Ring Groups within the Company listing selected at the top of the page.
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Forward To Employee Extension – The call will be forwarded to the number in the Employee’s Contact Number / Address field. The employee information used is determined by the “Employee” drop-down field that appears when this option is selected.
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Forward to Employee AltExtension – The call will be forwarded to the number in the Employee’s Mobile Number field. The Employee information used is determined by the “Employee” drop-down field that appears when this option is selected.
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End Call – The ALICE avatar will play a video. The ALICE avatar will play a video apologizing to the visitor for their call not being answered and asking them to select a different card on the system or the Receptionist button.
- Forward To Ring Group – The unanswered call will automatically forward to a different Ring Group determined by the group selected in the “Ring Group” drop-down field that will appear when selected.
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Ring Group – Use the drop-down menu to select the Ring Group that will be called if the call is unanswered. The Ring Groups that appear here are based on the Ring Groups within the Company listing selected at the top of the page.
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Forward To Employee Extension – The call will be forwarded to the number in the Employee’s Contact Number / Address field. The employee information used is determined by the “Employee” drop-down field that appears when this option is selected.
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Forward to Employee Mobile Number – The call will be forwarded to the number in the Employee’s Mobile Number field. The employee information used is determined by the “Employee” drop-down field that appears when this option is selected.
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Forward to SecondaryExt – The call will be forwarded to the number in the Employee’s Secondary Number/Address Field. The employee information used is determined by the “Employee” drop-down field that appears when this option is selected.
- Forward To Ring Group – The unanswered call will automatically forward to a different Ring Group determined by the group selected in the “Ring Group” drop-down field that will appear when selected.
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Click Save to finalize the Ring Group.
Creating a Ring Group Card or Button
Ring Groups can be displayed in two different ways:
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As an Employee, Department, or Company card listing.
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As a Receptionist or Security Contact Button.
Ring Group as a Card Listing
Navigate to the Employees, Departments, or Companies tab in the Directories section of Directory Management. Then, select add or edit an existing listing by selecting the blue pencil icon. View the Employees, Departments, or Companies tab articles for full details on all fields.
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Set the "Card Action" to Ring Group. In the "Ring Group" field, select the Ring Group that will be called when the card is selected. Click Save once the listing is finalized.
Navigate to the Directories tab in the Directories section of Directory Management. Click the Membership button on the Directory to which you would like to add the Ring Group.
Add the Employee, Department, or Company listing to the Membership by selecting the check box by the listing. The listing may already be checked depending on your system settings.
The card with the ring group will be added to the Directory during the next system refresh (about every 60 minutes.) If it does not appear, verify that the Directory's "Publish" toggle is enabled.
Ring Group as a Contact Button
To display a Ring Group as a Contact Button, first verify that both the Receptionist and Security Contact Buttons are not already in use on the system.
Navigate to the Employees tab in the Directories section of Directory Management, then add or edit an existing Employee listing. For full details on all Employee fields, view the Employees tab article.
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Set the "Card Action" to Ring Group. In the "Ring Group" field, select the Ring Group that will be called when the contact button is selected. If the Employee card should not appear on the Employee contact list, set the "Card State" to Card Hidden.
Click Save once the Employee listing has been finalized.
Click the Membership button on the Directory to which you would like to add the Ring Group. Add the Employee listing to the Membership by selecting the check box by the Employee listing. The listing may already be checked depending on your system settings.
Click Save once the Membership has been finalized.
Click on the blue pencil button on the Directory listing. Select the Employee listing from the drop-down menu in the Receptionist or Security field.
The final step requires access to the ALICE Kiosk on which the ALICE Directory is installed. Follow the ALICE Directory shutdown steps to access the Windows desktop.
Open the ALICE Configuration tool and select Menu Buttons.
Check mark the Receptionist or Security button, depending on which field you assigned the Employee with the Ring Group to. If there are six or more buttons, excluding the "Hang Up" button, remove a button first.
Once the button is listed, click Finish. The button will appear on the Directory. If it does not appear, verify that the Directory's "Publish" toggle is enabled on the ALICE Portal. If it was disabled, enable the toggle, then restart the ALICE Directory.