Enhanced ring groups enable you to automatically distribute calls to extensions within the ring group based on your preferred strategy. This ensures calls are routed according to the group's needs (e.g., Support or Sales department) and the expertise of its team members.

In this tutorial, we will guide you through the process of creating a new enhanced ring group.\
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Click "Enhanced Ring Groups" under "Ring Group" to proceed.

Click **"ERG Name:"** and enter a unique name for your ERG.

Click "ERG Number:" and set a unique ERG number.

This number is to be dialed to access the ERG.

Click "Max Waiting Callers:" and set the maximum number of callers allowed to wait in the ERG. This should match the number of available members answering calls.

e.g., If set to 4, a fifth caller will be redirected to Enhanced Ring Group Full 'Redirect Extension' number.

Click "Ring to Answer:" and set the number of rings before the call enters the ERG.

Set to 0 for immediate ERG hold music upon connection.

**Record ERG Calls**

Set whether to record ERG calls or not

Under "Wake Up Mobile Devices"

Choose whether the ERG should wake sleeping mobile devices.

Click **"Members"** to open a pop-up window and select members to add to the ERG group.

Select members or extensions to add to the ERG group.

Click this " + " button to add selected Members.

Under "Penalty"

Set a priority (0–10) for each member, where 0 is highest and 10 is lowest.

If the ring strategy is "ringall," only available members with the lowest values will ring.

You can also click the **"X"** button to remove a member from the list.

Under "Music On Hold"

Select an MOH class to play its sound files for users in the ERG.

(e.g., After the greeting, the selected MOH class plays in the background.)

Under "Replace Caller ID"

Set a custom Caller ID format.

(e.g., Enter "Billing - %CALLERID%" to display "Billing - 5552879" for incoming calls.)

Click "Language:"

Define custom language for all sound files played by the ERG

Under "Operation Times"

Set ERG hours to redirect calls based on the time they are received.

Under "Default Destination"

Set the extension for call redirection during closed hours.

Description of destinations follows in this priority order:

Closed Dates – Redirects all calls to the Default Destination on specified closed dates. If a Destination is set, calls go there instead.\
Custom Destinations – Routes calls received during set hours to a specified extension.\
Open Dates – Defines working hours for DID call routing. Calls outside these hours first check Custom Destinations; if none apply, they go to the Default Destination (Closed Dates).

**Under "Ring Strategy"**

Set how calls are routed to ERG members.

**Available options:**

- **ringall** – Rings all available members until one answers (default).
- **linear** – Rings members in the order they appear in the GUI or were logged in.
- **leastrecent** – Rings the member who received a call least recently.
- **random** – Rings a random member for fair distribution.
- **rrordered** – Like rrmemory but maintains the order set in the config file.

- **Member Ring Timeout (sec)**

Set the Member's ring timeout

**Autofill**

Choose whether callers are served one by one or in parallel.

*(e.g., If **Off**, calls wait until the first caller is connected. If **On**, multiple callers are served simultaneously. Keeping it **On** is recommended.)*

Ring Members in Use

Choose whether to ring busy members when a new caller enters the ERG.

(e.g., If Yes, members on active calls will still receive incoming call alerts.)

**Retry All Timeout**

Set the wait time (in seconds) before retrying an ERG member.

*(e.g., If Smith misses a call, it won't retry for the set duration.)*

**Timeout Restart**

If **Yes**, a BUSY or CONGESTION signal resets the member's answer timeout.

*(e.g., If Member X rejects a call, it transfers to others first before retrying them.)*

**Wrap-up Time (sec)**

Sets the wait time before assigning a new call after a member finishes one.

Redirect Destination

Extension for redirecting calls when the ERG is full.

(e.g., If ERG 1006 allows 10 waiting users, additional callers are sent here.)

**Redirect to Voicemail**

Set if the redirect extension is voicemail.

- **Prioritize ERG Timeout**

Set whether to prioritize ERG timeout or not

**Max Wait Seconds**

Defines how long a caller can wait in an ERG before being redirected to the **Max Wait Destination**.

*(e.g., If set to 180 seconds (3 minutes), a caller exceeding this limit is redirected.)*

**Max Wait Destination**

Select the extension to which callers are redirected after exceeding the **Max Wait Seconds** limit.

- **Is Voicemail:**

Set whether the max wait destination is pointing to voicemail.

- **Greeting:**

Select a greeting file that will be played to all callers waiting in this ERG

**Announce Hold-Time**

Enable hold-time announcements for waiting callers.

*(e.g., If set to **Yes**, callers hear estimated wait time announcements.)*

**Announce Position**

Enable position announcements for waiting callers.

*(e.g., If **Yes**, callers hear their queue position.)*

**Announce Frequency**

Set how often to play the hold-time message (in seconds).

**Min. Announce Frequency**

Sets the minimum time before reannouncing a caller’s position to avoid frequent updates. Default: 15 sec.

**Announce Round Seconds**

Sets rounding for hold-time announcements. Options: 0, 5, 10, 15, 20, 30 sec. *(e.g., 2:34 rounds to 2:30 if set to 30.)*

Periodic Announce

Select a sound file to play periodically for waiting callers. (e.g., "Hang in there buddy!" plays every set interval.)

**Periodic Announce Frequency**

Interval (in seconds) for playing the periodic message. *(e.g., Set to 30, callers hear it every 30 sec.)*

- **First Periodic Announce Delay:**

The minimum number of seconds between position announcements. Default value is 15 seconds.

**Use Exit Digit**

Allow callers to exit the ERG by pressing the preset digit defined in the **Exit Digit** option, redirecting them to a designated destination (e.g., an operator).

Exit Digit:

Set the digit callers can press to exit the ERG and transfer to the defined destination (e.g., 9 for an operator).

Destination 

Local destination number that is dialed once the 'Exit Digit' is dialed.

- **Is voicemail:**

Set whether the exit digit destination is pointing to voicemail.

**Enable Notification:** Toggle abandoned call notifications (Yes, No, Not Set).

**Notification Email:** Set the email to receive alerts for calls abandoned while waiting.

Adding a New Enhanced Ring Group