Ring Strategies
Same members, same queue, six different answers to who gets asked first. The choice is a load question rather than a matching one: everybody at once, strictly down the list, or spread so the same two people are not carrying the floor.
Queue: Support - EMEA
offer 2 of 6Product figures from the platform’s own defaults - not customer averages
How it works.
Together, or one at a time
Ring all fires every member's phone in the same instant and the first to pick up keeps the call while the rest are hung up. The other five walk the list a member at a time, which is where the order starts to matter.
What each one sorts on
Hunt takes the list as written. Fewest calls sorts on how many each member has answered. Random shuffles per call. Round robin resumes after whoever last won. Priority sorts on rank.
The rotation survives a restart
Round robin's pointer to the last member who won is written through to Redis per queue. A dispatcher restart picks the rotation back up rather than starting everyone from the top of the list again.
Rank widens the ring each round
Members carry a rank, all equal by default. Under ring all the first round rings the top rank only and each round after adds the next one down, so a call spreads outward instead of ringing the whole floor at once.
Two moments in every call.
Every call passes through the same seven. Ring Strategies is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Options
- Ring all, hunt, fewest calls, random, round robin, priority; ring all is the default
- Ring all
- Every member originates in parallel, first answer wins, losing legs are hung up
- Rounds
- Ring attempt defaults to 30 seconds, then the round repeats after about 2 seconds
- Fewest calls
- Sorts on calls answered, rank tier first, list position as the tiebreak
- Round robin
- Last-winner pointer stored per queue in Redis, so it survives a restart
- Rank
- Per-member penalty, 0 for everyone by default; ring all adds a tier per round
- Wrap-up
- Members who hung up inside the queue's wrap-up seconds sit the round out; defaults to 0
- Not offered
- Longest-idle-first is a legacy value, not one of the six. No ordering reads talk time
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
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Contact Center
See ring strategies on your own floor.
Thirty minutes, your numbers and your data. We will set ring strategies up live and you can decide from the thing itself rather than from this page.
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