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Group Features

Request: Telephony Group Features
Contact: IT Service Desk, Live Chat, Raise a Ticket, Call 020 7882 8888

Group Features 

You can request the telephone group features below for your team by contacting the Service Desk on 020 7882 8888, our lines are open 24/7, or by raising a ticket.   

It is possible to link several telephone extensions into a group. There are two group features that we can provide on our Ringcentral infrastructure. A group can contain a mix of on-campus desk phones and Ringcentral softphones. 

About Pickup Groups 
A pickup group will usually be configured for a group or team sharing an office. When extensions are linked together in a Pickup Group, any member of the group can ‘pick up’ a ringing phone in that group by pressing the Pickup key indicated on the screen of the Yealink handset or by using the HUD tab on your RingCentral Teams application (see the following link for details Using the HUD for Group Call Pickup in the RingCentral app ). 
 

Requesting a Pickup Group 
When requesting a Pickup Group the only information required is: 

  • The extension numbers to be included in the pickup group 
  • A ‘Team Name’ for us to record on the Telephony service so we can identify your pickup group in the future. 

 

About Call Queue Groups (also known as Hunt Groups or Ring Groups) 

A Call Queue Group allows calls to a central number to ring one or more extension numbers. Typically, this will be used to ‘hunt’ around a set of extension numbers until someone is available to take a call.  We can configure several Call Queue Groups: 

Simultaneous: Rings all available extensions in a Call Queue Group at the same time with up to 10 members allowed in a simultaneous call queue. 

Fixed Order:  Always starting from the first extension listed in the Call Queue Group, a Fixed Order group rings the first available extension in the group. If the first available member doesn't answer the call, the call continues searching in order until an available member is found. 

Longest Idle: A longest idle Call Queue group will ring available members of the group one at a time based on who has been idle the longest 

For Simultaneous, Fixed Order and Longest Idle Call Queue Groups, the call will ring for 2 minutes. After this time the call will be forwarded to an alternative destination (if set).  

If there are no available extensions available in a Call Queue Group the call will be placed in a queue 2 minutes. If there are no available extension during this period the call will be forwarded to an alternative destination (if set).  

 

Requesting a Call Queue Group 

When requesting a Call Queue Group the following information needs to be provided. 

  • The type of Call Queue Group needed (Simultaneous, Fixed Order or Longest Idle). 
  • The extension numbers to be included in the Call Queue Group, in the order that should be configured 
  • A ‘Team Name’ for us to record on the telephony service so we can identify your Call Queue Group in the future. 
  • [Optional] an action to be performed if the call is not answered: 
  • Forward the call to another extension 
  • Forward to voicemail  
  • Forward to an external phone (e.g. mobile telephone) 

 

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