Overview
A User Group (or Call Group) is a collection of RingResponse users organized into a single team, such as a sales team by product, a customer service department, or a regional support unit. These groups can be integrated into call flows and calling queues, enabling advanced routing strategies like "shotgun" routing to specific teams, ensuring calls are efficiently distributed to the right personnel.
Key Functionalities
Team Organization: Group users logically by function, product, or region.
Call Flow Integration: Use groups as destinations within inbound call routing workflows.
Single Membership: A user can only belong to one active group at a time.
Easy Management: Create, name, and modify groups with simple add/remove user actions.
How to Create and Manage a User Group
Step 1: Create a New Group
Navigate to the Manage Groups section within the RingResponse settings.
Click New Group.
Enter a descriptive name for the group (e.g., "West Coast Sales," "Tier 1 Support").
Click Save.
Step 2: Add Users to the Group
With the new group created, click Add User.
A list of users with RingResponse activated will appear.
Select the user you wish to add to the group.
Important: A user can only be a member of one group at a time. Adding a user to a new group will remove them from any existing group.
How to Remove a User from a Group
Navigate to the desired group in the Manage Groups list.
Locate the user you wish to remove.
Click Remove next to the user's name.
The user is now free to be added to a different group.
Best Practices
Use clear, descriptive group names: Names should instantly convey the group's purpose (e.g., "Weekend Support," "Mortgage Sales").
Plan group structure before creating: Since a user can only be in one group, design your team groupings thoughtfully to avoid frequent changes.
Keep groups updated: Regularly review group memberships to reflect team changes, promotions, or departures.
Align groups with call flow strategy: Create groups that match your desired inbound routing logic (e.g., all Spanish-speaking agents in one group for a dedicated queue).
Document group purposes: Maintain internal documentation explaining the role of each group for administrative clarity.
Troubleshooting
User not appearing in the "Add User" list
Ensure the user has RingResponse activated on their account. This is a prerequisite for appearing in group management.
Verify the user is not already a member of another group, as they will not appear in the list for a new group. You will need to remove the user from that group before being able to add to a new group."New Group" or "Manage Groups" option is missing
You likely lack administrative permissions for RingResponse settings. Contact your system administrator for access.Call routing is not reaching users in the group
Verify the group is correctly selected as a destination within the active Call Flow.
Ensure users within the group have their status set to Available to receive calls.