Some call group best practices include:  Ensure all agents within a ring group have the same level of training Consider creating several smaller hyper-specialized groups as opposed to one large agent pool per group  Having phone indicator lights show when a line is ringing  Determining the ideal number of rings per extension/number before a call is forwarded to another agent in the ring group Adding hold music or hold messages for special offers/new products Providing callers with an estimated wait time/information on their place in the queue Use CRM software integrations to easily access essential client information