In this article, we will understand how the 'Ring Incoming call to all Users'/'Ring Incoming call to multiple users' option works.
Why do we need 'Ring Incoming calls to multiple users'?
If your business relies on a specific phone number for incoming calls, ensuring every call is answered is crucial. To achieve this, you can route calls to multiple team members instead of just one person. This is where the ‘Ring Multiple Users’ feature becomes useful. When a call comes in, it rings several team members simultaneously, and the first person to pick up handles the conversation while the others don’t need to take any action.
How can you set up a 'Ring Incoming call to multiple users'?
- Go to sub-account > Settings > Phone numbers > Edit configuration (3 dots in phone number row) > 'Ring Incoming Call to multiple Users'
- Enable the checkbox
- Add one or more users to the field (upto 7 users)
- Click on 'Save'
How does the call flow when 'Ring Incoming Call to multiple Users'?
Incoming call flow in order of priority:
- Incoming call goes to Workflow/IVR/Automation: Ring Incoming Call to multiple Users does NOT work
- Incoming call goes to User linked to the called number: Ring Incoming Call to multiple Users works
- Incoming call goes to User linked to the contact who called: Ring Incoming Call to multiple Users works
- Incoming call goes to forwarding number: Ring Incoming Call to multiple Users works
- Incoming call goes to business profile phone number: Ring Incoming Call to multiple Users works
How do I select which device the users receive the call on?
If you want to specify a particular device type/channel where you want your user to receive the call via 'Ring Incoming call to multiple users', you can go under Sub-account > Settings > My Staff > Edit user > Call & Voicemail Settings > Default Channel for Ring All. This option can be configured for each individual user.
FAQs
How many people can I ring in parallel with 'Ring Incoming call for multiple users'?
You can ring upto 7 users in parallel with this option. The first one to answer the call talks to the caller, the rest do not.
On which device would these users receive the call?
Each user can set their preference regarding which device they want to use to answer the calls routed through ring incoming calls for multiple users. This can be done under Sub-account > Settings > My Staff > Edit user > Call & Voicemail Settings > Default Channel for Ring All.
What if one of the users under 'Ring Incoming call for multiple users' declines the call?
The call will keep ringing other users as usual. One user declining the incoming call won't affect the other users.
What if there's a 'Forwarding number' and 'Ring Incoming call for multiple users' setup at the same time?
All of them will receive the call. The first one to answer the call remains 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' too, what will happen?
Since the phone number is already linked to the user, they will receive a call as per preferences set under Settings > My Staff > Call & Voicemail settings > Forward calls to. The channel set under 'Default channel for Ring all' will not be used since the user is already supposed to be getting a call.