Configuring Ring Incoming Call to Multiple Users

What Is Ring Incoming Call to Multiple Users?

The Ring Incoming Call to Multiple Users feature allows you to route incoming calls to a specific phone number to multiple team members simultaneously. This ensures that important calls are answered promptly, as the first available user can pick up the call while others are automatically disconnected once the call is answered.

Why Use This Feature?

If your business relies on a critical phone number for customer inquiries or support, you may want to avoid missed calls. By directing incoming calls to several users at once, you increase the likelihood of someone answering quickly, improving customer satisfaction and efficiency.

How to Set Up Ring Incoming Call to Multiple Users

Follow these steps to configure this feature:

1. Navigate to your sub-account settings.
2. Select Phone Numbers.
3. Find the desired phone number and click the three-dot menu (Edit Configuration).
4. Enable the checkbox for Ring Incoming Call to Multiple Users.
5. Add one or more users (up to six) to the field provided.
6. Click Save to apply your changes.

Call Flow Behavior

When this feature is enabled, incoming calls follow this priority order:

• Calls do not ring multiple users if routed through a workflow, IVR, or automation.
• Calls will ring multiple users if directed to a user linked to the called number.
• Calls will ring multiple users if directed to a user linked to the contact who called.
• Calls will ring multiple users if directed to a forwarding number.
• Calls will ring multiple users if directed to a business profile phone number.

Setting Device Preferences for Users

Each user can specify their preferred device or channel for receiving calls routed through this feature:

1. Go to Sub-account > Settings > My Staff.
2. Select a user and click Edit.
3. Navigate to Call & Voicemail Settings.
4. Under Default Channel for Ring All, choose the desired device or channel.

Frequently Asked Questions

How many users can be included?

You can add up to six users to ring simultaneously. The first user to answer connects with the caller, and the others are disconnected.

What if a user declines the call?

If one user declines, the call continues to ring the other users until someone answers or the call times out.

What happens if a forwarding number and multiple users are both set up?

All configured users and forwarding numbers receive the call simultaneously. The first to answer connects with the caller.

What if a user is already linked to the phone number and added to the ring group?

The user receives the call according to their personal forwarding settings (under Call & Voicemail Settings > Forward calls to), not the Default Channel for Ring All setting.