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 please contact your customer success manager to get it enabled or raise a support ticket (for existing customers) 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 not scalable for large teams ringing dozens of agents simultaneously creates unnecessary noise (ring fatigue) and disruption on the contact center floor it is best suited for small groups (3 5 agents) uneven workload distribution this strategy inherently rewards the fastest agent to answer this can skew performance metrics, leaving some agents overworked while others handle very few calls resource intensive ringing multiple sip endpoints or extensions at the exact same time consumes significantly more bandwidth and system resources