Ring Incoming call to multiple users

Modified on: Tue, 23 Jul, 2024 at 7:44 AM

In this article, we will explore how the “Ring Incoming Call to All Users” or “Ring Incoming Call to Multiple Users” option functions.

Why Do We Need ‘Ring Incoming Call to Multiple Users’?

If your business relies on a specific phone number for incoming calls, ensuring that no call goes unanswered is crucial. With the “Ring Multiple Users” feature, you can route calls made to this number to several members of your team simultaneously. The first person who answers will speak with the caller, while the others won’t need to take any action.

How to Set Up ‘Ring Incoming Call to Multiple Users’?

How to Set Up ‘Ring Incoming Call to Multiple Users’

1. Go to Sub-account > Settings > Phone Numbers

2. Click on the three dots in the phone number row and select “Edit Configuration”

3. Enable the checkbox for ‘Ring Incoming Call to Multiple Users’

4. Add one or more users (up to 7) to the field

5. Click ‘Save’

How Does the Call Flow When ‘Ring Incoming Call to Multiple Users’ Is Enabled?

The incoming call flow works as follows, in order of priority:

• If the incoming call goes to a Workflow/IVR/Automation: “Ring Incoming Call to Multiple Users” will not be triggered.

• If the incoming call goes to the User linked to the called number: “Ring Incoming Call to Multiple Users” will work.

• If the incoming call goes to the User linked to the contact who called: “Ring Incoming Call to Multiple Users” will work.

• If the incoming call goes to a forwarding number: “Ring Incoming Call to Multiple Users” will work.

• If the incoming call goes to the business profile phone number: “Ring Incoming Call to Multiple Users” will work.

How Do I Select Which Device Users Receive the Call On?

To specify the device type/channel where you want users to receive the call, follow these steps:

1. Go to Sub-account > Settings > My Staff

2. Edit the user and go to Call & Voicemail Settings

3. Under “Default Channel for Ring All,” choose the desired channel for each user

This setting can be customized individually for each user.

FAQs

How many people can I ring in parallel with ‘Ring Incoming Call to Multiple Users’?

You can ring up to 7 users simultaneously. The first user to answer the call will speak to the caller, while the other users will not be involved.

On which device will these users receive the call?

Each user has the option to choose which device they want to use for answering calls routed through ‘Ring Incoming Call to Multiple Users.’ This can be set under Sub-account > Settings > My Staff > Edit User > Call & Voicemail Settings > Default Channel for Ring All.

What happens if one of the users under ‘Ring Incoming Call to Multiple Users’ declines the call?

If one user declines the call, it will continue to ring the remaining users. The other users are not affected by one person declining the call.

What if there’s a ‘Forwarding Number’ and ‘Ring Incoming Call to Multiple Users’ set up at the same time?

All users will receive the call, including the forwarding number. The first user to answer the call will remain connected to the caller.

If a phone number is linked to a user and I add that user under ‘Ring Incoming Call to Multiple Users’ as well, what happens?

If the phone number is already linked to the user, they will receive the call based on their preferences set under Settings > My Staff > Call & Voicemail Settings > Forward Calls To. The channel set under ‘Default Channel for Ring All’ will not apply in this case, as the user is already configured to receive the call.