Round Robin Groups
Distribute calls evenly across a group of agents with round-robin rotation.
Round Robin groups (also called ring groups) send incoming calls to a set of extensions using a rotation strategy. Unlike full call queues, ring groups are simpler to set up and work well for small teams that need even call distribution without queue features like hold music or callbacks.
Overview
The Round Robin page lists all configured groups with their name, member count, ring strategy, and ring timeout. Groups can be assigned as routing destinations for DID numbers, IVR options, or Call Flow nodes.
Creating a Round Robin Group
Navigate to PBX and select Round Robin
From the main navigation, click PBX and select Round Robin.
Click Create Group
Click the Create Group button in the top-right corner.
Configure group settings
Fill in the group details:
Field Description Required Name A descriptive name (e.g., "Sales Team", "Account Managers") Yes Ring Strategy How members are rung (see below) Yes Ring Timeout Seconds to ring each member before moving to the next or giving up No Fallback Where to route if no member answers (voicemail, queue, etc.) No Add members
Select the extensions that belong to this group. Members are rung according to the chosen strategy.
Save the group
Click Save. The group is now available as a routing destination.
Ring Strategies
| Strategy | Behavior |
|---|---|
| Round Robin | Rotates through members in order, starting from where the last call left off. Each member gets an equal share of calls over time. |
| Simultaneous | Rings all members at the same time. The first to pick up gets the call. |
| Sequential | Rings members one by one in a fixed order. If the first does not answer within the timeout, it rings the second, and so on. |
Use Simultaneous for urgent lines where speed of answer is critical. Use Round Robin when fair distribution matters more than answer speed.
Ring Timeout and Fallback
The ring timeout controls how long each member (or all members in simultaneous mode) is rung before the system gives up. If no one answers within the timeout:
- The call routes to the fallback destination if one is configured
- Common fallbacks include voicemail, a different queue, or an external number
- If no fallback is set, the caller hears a busy signal
Round Robin vs. Queues
| Feature | Round Robin Group | Call Queue |
|---|---|---|
| Hold music | No | Yes |
| Caller waiting | No, rings and fails over | Yes, callers hold in line |
| Wrap-up time | No | Yes |
| Callbacks | No | Yes |
| Estimated wait | No | Yes |
| Setup complexity | Simple | More configuration |
Use round robin groups for small teams where calls should ring agents directly. Use Queues when you need holding, callbacks, and detailed queue management.
Editing a Group
Click the edit icon on any group row to modify members, strategy, or timeout. Changes take effect for the next incoming call.
Deleting a Group
Click the delete icon to remove a group.
Before deleting a ring group, verify it is not used as a routing destination for any number, IVR option, or Call Flow node. Deleting a group that is still referenced will leave those routes broken.