If you have a shared number with your teammates in OpenPhone, you can add a ring order to help ensure your team never misses any important calls. Here’s how:
How does ring order work?
The ring order feature comes with three options: all at once, random, and custom. Standard plan users can use the “all at once” and “random” options. Premium plan users can use the custom option to assign specific team members to a ring group and specify who in their workspace receives incoming calls first.
Which apps is it available on?
You can adjust the ring order on any OpenPhone from the web or desktop apps.
How to access the ring order options
Follow these quick steps to set your ring order:
1. Go to the "Settings" page of your web or desktop app.
2. Under "Workspace", click into “Phone numbers”.
3. Under “Call flow” click into "Connect".
4. From here, select the type of ring order you’d like to select (please note that the “Custom” option is only available to Premium plan users).
Below we’ll break down how to set each different type of ring order.
What is an “all at once” ring order?
The "all at once" ring order is the default option for all newly created phone numbers on OpenPhone. In this option, all team members that have shared access with an OpenPhone number during that phone number’s set business hours will be notified at the same time of incoming calls.
How to set up an “all at once” ring order
If the “All at once” tab is already selected, all you need to do is select the ring duration you prefer:
Incoming call notifications to your teammates occur based on the ring duration you choose or until someone picks up. If no one accepts the call, the call goes to voice message.
What is a “random” ring order?
The "random" option allows you to specify a group size (based on the amount of team members with access to your OpenPhone number). Each random group receives incoming notifications during business hours based on the ring duration you choose or until someone picks up. If no one in the last group takes the call, the call goes to voice message.
How to set up a “random” ring order
1. Click into the “Random” tab.
2. Under “Group size”, select the amount of users you wish to have per batch that receive the call simultaneously. When one batch doesn’t answer, the next group of users receive incoming calls based on the ring duration.
3. “Under group ring duration”, set the ring duration for each batch of users. The “Total ring duration” shows in the section directly below that automatically.
4. When done, hit “Save and update”.
What is a “custom” ring order?
The "custom" ring order is only available to Premium users.
In this option, you can:
- specify which members with shared access to your OpenPhone are part of a specific group
- sort the ring order for each group if you want specific teammates to take calls first
- set the ring duration for each group that receives calls
In a nutshell, custom ring order sends incoming call notifications based on the order of groups until someone picks up. If no one in the last group takes the call, the call goes to voicemail.
How to set up a “custom” ring order
1. Click into the “Custom” tab
2. Select the users you wish to receive calls under “Users”.
3. Under “ring order” you can either choose for any of these calls to be dialed at random in batches (like random ring groups). If you wish to have only part of that group receive calls, you can select “In groups” to specify the amount of users in that group who will receive incoming call notifications.
4. Add the ring duration for that specific ring group.
If you wish to have additional ring groups so you have a specific order in which users in your workspace receive calls, you can add extra groups by clicking “+ Add another group”. Then add users, select “In groups” for the ring order and choose the amount of users you just specified (if you wish all users in that group to receive calls), and select the ring duration for the group.
5. If you’re finished, you can hit “Save and update” to confirm.
Sorting custom ring groups
Once you’ve built custom ring groups, you can sort and determine the order in which each ring group receives call notifications.
To sort the ring groups, click on the icon located to the left of each group and drag it to your preferred position for handling incoming calls.
Troubleshooting incoming call notifications for ring groups
If specific teammates that have access to your shared number aren’t receiving calls, they should verify they don’t have:
- Do not Disturb enabled
- Their status in OpenPhone set as away
- Work schedule hours that conflict
- Muting notifications for that specific number enabled
