Ring to All / Parallel Ringing

overview ring to all, or parallel ringing, is a call distribution strategy where an incoming call is simultaneously offered to all available agents in a specific queue the first agent to accept the call is connected this method is used to ensure calls are answered as quickly as possible how it works this strategy is determined by the resource scheduler type selected for a queue when set to parallel ringing, the system does not follow a sequential order but instead pushes the call to every available agent in that queue at once prerequisites an inbound voice campaign must exist a queue must be created within the campaign configuration steps feature enablement this functionality is configured with the help of the professional services team use cases high priority queues used for vip customer lines where minimizing wait time is critical small teams effective for small support teams where it's efficient to alert everyone at once benefits maximized call answer rates significantly increases the probability of a call being answered promptly minimized customer wait times drastically reduces the time a customer spends in the queue improved agent utilization ensures that idle agents are immediately engaged with incoming calls limitations human review needed no information regarding limitations could be found in the provided user manuals