Ring Group & Voicemail Setup

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.

Here's 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:

In this configuration, calls flow through the Tutorial Ring Group first. If unanswered, they automatically overflow to the Tutorial VM (voicemail) profile.

Ring group settings

The ring group configuration determines which extensions ring and for how long before overflowing.

Ring timeout

The ring timeout defines how long extensions will ring before the call moves to the next profile. 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

Extension selection

Select extensions from the available list to add them to the ring group. All extensions ring simultaneously when a call arrives — the order doesn't matter.

Voicemail settings

The voicemail profile handles calls that overflow from the ring group. Proper configuration ensures messages are delivered reliably.

Key settings

• Greeting soundfile — Select or upload a custom greeting message
• Email address — Critical! Without this, messages can't be delivered. Multiple addresses can be separated by comma, colon, or semicolon
• Message format — MP3 (smaller files) or WAV (higher quality)
• Include transcription — Adds text transcription to the email (small additional cost)
• Maximum duration — Default is 2 minutes. Call ends when reached

Overflow behaviour

Understanding when calls overflow helps you configure appropriate timeouts:

Normal overflow

Call rings for the configured timeout period (e.g., 30 seconds) then moves to voicemail. This happens when extensions are available but don't pick up.

Immediate overflow

Call goes straight to voicemail without waiting. This happens when:

• All extensions are offline
• All extensions are busy on other calls
• No extensions are in the ring group