Target groups route calls to partners that have multiple call queues, campaigns, or inbound numbers.

Using target groups, you can configure hours of operation, concurrency, and volume-capping rules for multiple targets.

You generally use target groups for call centers, sales teams, and call buyers. They ensure your partners are not overwhelmed while accepting calls from numerous sources.

This article contains the following sections:

• Manage Groups Screen
• How to Create a Target Group
• How to Add a Target Group to a Routing Plan
• Target Groups FAQ

Manage Groups Screen

You create target groups on the Manage Groups screen. Navigate to Targets > Manage Groups and a table of all the target groups already in your account appears. 

The table contains the following columns:

• Name: The target group name.
• Simuldial: Indicates whether the target group dials all targets simultaneously.
• Schedule Override: Indicates whether the target group overrides the targets' hours of operation.
• Capacity Override: Indicates whether the target group overrides the targets' capacity settings.
• Concurrency Override: Indicates whether the target group overrides the targets' concurrency settings.
• Targets: The number of targets in this group.
• Live: The number of calls to this target group that are currently connected to a target.
• Hour: The number of converted calls to this target group in the last 60 minutes.
• Day: The number of converted calls to this target group today.
• Month: The number of converted calls to this target group this month.
• Total: The total number of converted calls to this target group since it was created.
• Status: The status of the target group. 
• Actions: Icons you use to perform actions on a target group. See the next section for details.

You can click most of the column headers to sort the table by the value in that field. Click the header again to reverse the sort, and click it a third time to remove the sort. You can use the icons in the Actions column to perform other operations on target groups from the list screen.

Available Actions

Click the icons in the Actions column to:

• Edit Target Group
• Pause / Enable Target Group
• Disable Group Targets
• Reset Caps
• Delete Target Group
• View Activity

How to Create a Target Group

Use the following steps to create a target group:

1. Navigate to Targets > Manage Groups.
2. Click the Create Group button.
   A form appears where you create a new target group.
3. Complete the fields in the general information section:
   • Name: Enter a short but meaningful name for the group.
   • Time Zone: Choose the time zone the target operates in. Ringba calculates the cap settings for the targets using this time zone.
   • Simuldial: Toggle on this switch to dial all targets in the group simultaneously. The first target to answer gets the call, ensuring the shortest hold time possible for callers.
   • Override Schedule: Select when to override the targets' hours of operation schedules. If you choose Campaign or Global, additional fields appear for you to specify the hours of operation for the group. Valid options are:
     • Off: Do not override the targets' hours of operation.
     • Campaign: Override the targets' hours of operation with the information on this group for campaigns where the group is added.
     • Global: Override the targets' hours of operation with the information from this group for campaigns where the group or target is added.
4. Complete the fields in the Cap Settings section:
   • Override Capacity: Override pre-configured capacity settings for targets inside this group. If you choose Campaign or Global, additional fields appear for you to specify the capacity settings. Valid options are:
     • Off: Do not override the target capacity settings.
     • Campaign: The group has a capacity counter for each campaign.
     • Global: All targets in the group share the same capacity counter. 
   • Override Concurrency: Choose whether to override pre-configured concurrency settings for targets inside the group. If you choose Campaign or Global, additional fields appear for you to configure the concurrency settings. Valid options are:
     • Off: Do not override target concurrency settings.
     • Campaign: The group has a concurrency counter for each campaign.
     • Global: All targets in the group share the same counter.
5. Complete the fields in the Add Targets section:
   • Select Target: Select targets to add to the group. 
6. If enabled in your account, complete the fields in the Add Ring Tree Targets section.
   • Select Ring Tree Target: Select ring tree targets to add to the group.
     Note: Adding a ring tree target to a group allows the group's global override settings to affect the RTT's settings. RTTs added won't be considered in the group routing decisions. The ring tree settings still apply and take priority over the group settings when deciding the ring tree target eligibility.
7. Click Create Group to save your target group.

You can now add the target group to routing plans and receive call traffic.

How to Add a Target Group to a Routing Plan

Use the following steps to add your target group to a routing plan:

1. Navigate to Campaigns in the main menu and open the campaign where you want to add the target group.
2. Scroll down to the Call Routing section and click the Groups tab.
3. Find the group you created and click the arrow under the Add column to add it to the routing plan.
   Tip: Use the search to help you find the target group you want to add.

Once your target group is in the routing plan, you can use the fields to set your campaign-level target group settings, including:

• Priority
• Weight
• Conversion settings

Target Groups FAQ

Can I add ring tree targets to target groups that simuldial?

No, you can't use simuldial with RTT groups.

What should I do if I need help with configuring and using Groups?

If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.