Ring Group with Voicemail
Configure a ring group with voicemail overflow - the most common routing setup for teams
Before You Begin
This tutorial assumes you have read the routing profiles overview tutorial and understand the basics of how routing profiles work.
Overview
A ring group with voicemail overflow is the most common routing configuration for businesses. This setup ensures calls are answered by team members when available, and captured by voicemail when they're not.
How It Works:
- 1. Incoming calls ring all members of the ring group simultaneously
- 2. The first person to answer takes the call
- 3. If no one answers within the timeout period, the call overflows to voicemail
- 4. Voicemail messages are emailed to the configured address(es)
Configuration Example
Here's what a typical ring group with voicemail configuration looks like in the routing panel:
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In this configuration, calls flow through the Tutorial Ring Group first. If unanswered, they automatically overflow to the Tutorial VM (voicemail) profile.
Ring Group Configuration
Ring Timeout Setting
The ring timeout defines how long extensions will ring before the call moves to the next profile (voicemail). Common settings:
- • 20 seconds: Quick response, good for high-volume environments
- • 30 seconds: Standard setting, gives people time to answer
- • 40+ seconds: For teams that need extra time to respond
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Key Points:
- Select extensions from the available list to add them to the ring group
- All extensions ring simultaneously when a call arrives
- Extensions listed are not important - all ring at the same time
Voicemail Configuration
The voicemail profile handles calls that overflow from the ring group. Proper configuration ensures messages are delivered reliably.
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Configuration Options Explained:
Greeting Soundfile
Select or upload a custom greeting. Use the default greeting or upload new soundfiles if required.
Email Address (Critical)
Most important setting! Without an email address, messages can't be delivered. Multiple addresses can be separated by comma, colon, or semicolon.
Message Format
MP3 (smaller files, widely compatible) or WAV (higher quality, larger files)
Include Transcribed Message
Adds text transcription to the email body. Cost: $0.0005 per second
Maximum Message Duration
Default is 2 minutes. Call ends once maximum duration is reached.
Message Retrieval
Even without an email address configured, voicemail messages are always accessible through the Reporting section in the portal. This ensures messages are never lost, even if email delivery fails.
Overflow Behavior
Normal Overflow
Call rings for the configured timeout period (e.g., 30 seconds)
Triggers when:
- • No one answers within timeout
- • Extensions are available but don't pick up
Immediate Overflow
Call goes straight to voicemail without waiting
Triggers when:
- • All extensions are offline
- • All extensions are busy on other calls
- • No extensions in the ring group
Best Practices
Ring Group Setup
- ✓ Include 2-5 extensions for optimal coverage
- ✓ Set timeout between 20-30 seconds
- ✓ Test with all extensions offline/busy
Voicemail Setup
- ✓ Always configure email addresses
- ✓ Use professional greeting messages
- ✓ Test email delivery after setup
Related Guides
Frequently Asked Questions
What is a ring group with voicemail configuration?
It's a common routing setup where incoming calls ring multiple extensions simultaneously, and if no one answers within the timeout period, the call overflows to voicemail.
How long should I set the ring timeout?
Typically 20-30 seconds gives extensions enough time to answer. Consider your team's typical response time and adjust accordingly.
What happens if all extensions are busy or offline?
The call immediately overflows to the next profile (voicemail) without waiting for the ring timeout, ensuring callers aren't left waiting.
Can I have multiple email addresses for voicemail?
Yes, you can add multiple email addresses separated by commas, colons, or semicolons. All recipients will receive the voicemail message.
What voicemail formats are available?
Messages can be delivered as MP3 or WAV format attachments. MP3 is smaller and more compatible, while WAV provides higher quality.
Where can I access voicemails if email delivery fails?
All voicemail messages are stored in the portal's Reporting section, accessible even if email delivery fails.