Introducing Google Voice Ring Groups
Reverse-engineered release notes with a summary of current limitations and missed capabilities.
On August 8th, 2020 Google announced general availability of a new capability for Google Workspace Ring Groups.
Ring Groups Can Be Helpful for Making and Receiving Calls on Behalf of a Team
An organization can create a Google Voice Ring Group with one or more members (existing Google Voice users). One or more phone numbers can be assigned to each Ring Group to receive calls directly. In addition, an Auto-Attendant can route calls to a Ring Group. Incoming calls can be configured to ring the Google Voice number of each of its members simultaneously (at the same time) or sequentially (one member at a time). For example, a Ring Group can be created for a billing team, or for a sales team, or a support team, so that incoming calls can be routed to all members of the respective team.
When a team member needs to make an outgoing call, they can use the Caller ID of any of the numbers assigned to the Ring Group without showing their own direct Google Voice number. This ensures that a call back is made to the Ring Group, as opposed to the individual’s direct number.
One Google Voice user can be part of more than one Ring Group. Thus one user can make and receive calls on behalf of two or more teams if needed.
It’s a Great Capability, but There are Limitations!
The Ring Group is currently usable on Internet-connected devices only, including Desk Phones and Mobile Devices that are set up with a Google Voice app configured to make and receive calls over Wi-Fi or mobile data, as well as via a Web Interface on a Computer.
Incoming Calls
Incoming calls are ONLY possible using
- Web interface (voice.google.com)
- Deskphone
- Mobile device with a robust cellular data or Wi-Fi connection
Incoming calls are NOT possible with
- Linked Devices
- Mobile device if it’s configured to make and receive calls using the Wireless Carrier
Outgoing Calls
Outgoing calls using a Ring Group’s Caller-ID are ONLY possible via
- Web interface (voice.google.com)
- Mobile device if it’s configured to make and receive calls using Wi-Fi or mobile data
It’s NOT possible make outgoing calls using a Ring Group’s Caller-ID on
- Desk phone
- Mobile device if it’s configured to make and receive calls using the Wireless Carrier
What Else is Missing?
It’s currently not possible to
- View a Ring Group’s call history of made and received calls. Analytics has become more and more important. Call history can be very useful for analyzing trends.
- Send and receive text messages using a Ring Group’s numbers. Given that texting has become a communication mechanism of choice, especially for millennials, adoption of Ring Groups will probably be limited in the short term, until these limitations are addressed.
- Configure C-NAM on Ring Group numbers. Thus no C-NAM will show on the caller IDs when outbound calls are made using a phone number assigned to a Ring Group. So unless a person receiving a call is familiar with the phone number, they would not know what organization is calling.
- Add external Google Voice user IDs (only user IDs within the Google Workspace account in which the Ring Group is created).
- Forward incoming calls to external numbers.
- Set up an Auto-Attendant within the Ring Group, or set up a Ring Group within an Auto-Attendant. Currently it’s not possible to make outbound calls using the Caller-ID of an Auto-Attendant’s phone numbers. Calls made to a Ring Group will be routed directly to the Google Voice numbers of its members. It would be helpful to have an option to play an announcement and offer a menu (e.g., to speak with a member of our sales team, press 1). This will also help reduce the number of robocalls.
In conclusion
While it’s somewhat disappointing to not be able to make outgoing calls using a desk phone or a Google Voice app configured to make calls using a wireless carrier, and to not be able to receive incoming calls on linked numbers or on mobile devices configured to route calls through a wireless carrier, a Ring Group can still be helpful for a team of people to make or receive calls on behalf of their team, as long as its members can use a Google Voice app on their mobile devices configured to make and receive calls using Wi-Fi or mobile data.
In a way, it’s somewhat equivalent to using the email Collaborative Inbox capability in Google Groups. It can be doable as long as the Ring Group (team) members are located in a location with a strong enough Wi-Fi signal or mobile data coverage.
Summary
- One or more existing Google Voice users can be added to a Ring Group.
- The same Ring Group can have one or more phone numbers assigned to it.
- The same Google Voice user ID can be added to one or more Ring Groups.
- A Ring Group can be configured with a business hours schedule, so that calls outside of the business hours can be routed directly to voicemail.
- Incoming calls can be routed to all members at the same time (simultaneously).
- Incoming calls can be routed to one member at a time (sequentially).
- If no answer, the call can be routed to the voicemail system, and the voicemail message can be delivered to specified user IDs.
- A Ring Group member can make outbound calls using any of the Ring Group’s phone numbers as a Caller ID either from a web browser on a desktop, or on their mobile Google Voice app if it’s configured to place calls over Wi-Fi or mobile data (not over Wireless Carrier).
- A Ring Group member can receive inbound calls using their Google Voice deskphone, a web browser on a desktop, or their mobile Google Voice app if it’s configured to deliver calls over Wi-Fi or mobile data (not through a Wireless Carrier).
