The Sync system includes three distinct call-routing features that help organize users and control how incoming calls are handled: Ring Groups, Departments, and Call Queues. While they may sound similar, each feature serves a different purpose.
| Feature | What It Does | Who Gets Calls | Best For |
|---|---|---|---|
| Ring Groups | Distributes and routes calls across one or more destinations using tiers, Schedules, and final routing rules | Configured Team Members, Departments, Special Extensions, or other routing destinations | Shared lines, escalation, overflow, and scheduled call routing |
| Departments | Organizes users by team or role and provides a destination that other call-flow features can route to | Department members when another feature routes calls to the Department | Organizational structure, directory grouping, and team-based routing destinations |
| Call Queues | Manages callers waiting for available agents using queue-specific distribution rules | Licensed Queue Agents | High-volume Support, Sales, or call centre workflows |
| |||
Ring Groups
Ring Groups are call-flow tools that control how incoming calls move through one or more destinations. They can distribute calls across Team Members or other destinations, move unanswered calls through multiple routing tiers, and apply different routing during specific Schedules.
Ring Groups can also be used with other call-flow features, including Welcome Menus, Departments, and forwarding destinations.
If you belong to a Ring Group, you may see:
- Ring Group membership with sign-in and sign-out status under Profile Settings > Call Options.
- Ring Group calls are delivered to your extension while you are signed in.
Ring Groups are best for:
- Shared team or departmental phone numbers.
- Ring-all or sequential call distribution.
- Tiered escalation and overflow routing.
- Business hours, after-hours, holiday, or other Schedule-based call flows.
Ring Groups are not designed for:
- Managing callers in a waiting queue.
- Queue-specific performance metrics and reporting.
- Agent availability and distribution controls designed for call centre workflows.
Use a Ring Group when you need flexible call routing without the advanced waiting, agent management, and reporting features of a Call Queue.
Departments
Departments organize users by team or role. They provide organizational structure within Sync and can also be selected as destinations by other call-flow features.
Unlike Ring Groups and Call Queues, Departments do not define a multi-step call flow on their own. Instead, another feature can route callers to the Department when needed.
If you belong to a Department, you may see:
- A Department selector under Profile Settings > Company, if enabled.
- Your Department name in the Company Directory.
Departments are best used for:
- Organizing users by team or role.
- Company Directory grouping.
- Providing a team-based destination for Welcome Menus, Ring Groups, or other call-routing features.
- Department-based reporting and administration.
Departments are not designed for:
- Multi-tier call routing.
- Managing callers waiting for available agents.
- Queue-specific distribution, monitoring, or performance controls.
Use a Department when the primary goal is to organize people by team and make that team available within your company's directory and call-flow structure.
Call Queues
Call Queues are designed for structured, higher-volume call handling. Callers can wait in line until an available Queue Agent receives the call according to the queue's configured distribution rules.
Only users with Queue Agent or Queue Supervisor licenses will see queue-related features.
Call Queues are best for:
- Dedicated Support lines.
- High-volume Sales teams.
- Structured call centre workflows.
- Teams that need queue-specific monitoring and reporting.
Call Queues can include:
- Caller wait lines and hold music.
- Agent distribution rules.
- Queue statistics and reporting.
- Supervisor monitoring tools.
Use a Call Queue when callers need to wait for available agents or when your team requires structured distribution, performance tracking, and supervisor controls.