Wrap up time, and what happens when nobody is available

Two things keep an enhanced ring group running smoothly on a busy day: a short break for members between calls, and a clear plan for callers when no one can pick up. Both live in the group's settings in the admin portal.

These settings come with enhanced ring groups on every plan. Contact Center Lite adds live wallboards, a member performance dashboard, scheduled reports with automated delivery and Smart Callback.

Some labels in your portal or apps may look slightly different from this guide.

Give members time between calls

In the group's member settings, enter a number of seconds in Wrap-up Time (sec). After a member finishes a group call, they won't get another one until that time has passed. It gives them a moment to finish notes or update a ticket.

Two related settings control how the group treats a member who doesn't take a call:

• Retry All Timeout is how many seconds the group waits before trying a member again after they missed or declined a call.
• Timeout Restart: with it on, when a member rejects a call and sends it busy, the call goes on to the next member and its ring timer starts over.

Plan for callers no one can answer

An enhanced ring group has a setting block for each of the situations below. In each one, you pick a destination, such as another group, a user or a shared voicemail box. Where you see Is Voicemail or Redirect to Voicemail, turn it on when you want the caller to land in voicemail.

The line is full

When the number of waiting callers reaches Max Waiting Callers, anyone else who calls is sent to the Redirect Destination in the full group settings.

The wait runs too long

In the timer settings, Max Wait Seconds is the longest a caller stays in line. After that, they go to the Max Wait Destination. On Contact Center Lite, you can offer a callback at this point instead. See offer callers a callback instead of waiting.

No member is available

This matters most when members log in and out, because the group can empty out at the end of a shift.

• Join empty lets callers into the line even when no member is available. With it off, those callers go to the empty destination below.
• Leave when empty moves callers who are already waiting out of the line once the last member becomes unavailable.
• Empty Destination is where those callers go.

The caller wants out

An exit key lets a caller stop waiting on their own. Turn on Use Exit Digit, pick a key in Exit Digit, such as 0, and choose where the key sends them. Mention the key in your greeting or periodic message so callers know it's there. See tell callers their place in line and wait time.

After hours

Closed hours are handled separately. When the group is closed, calls follow its business hours settings, not the steps above. See set business hours and after hours routing.