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How to ring several team members at the same time

Go to Settings › Phone System › Phone Numbers, open the number's Edit Configuration, pick the main person under Route calls to an Internal Team Member and, on the Call Forwarding tab, check Ring More Team Members and add up to 6 people. Whoever answers first takes the call.

Updated on

Before you start

  • You need a phone number purchased in your account.
  • Everyone in the group must be a user in your account with at least one place the call can ring (desktop app, mobile app, personal cell phone or desk phone), set under Settings › My Staff.
  • You need permission to change phone settings.
Where to find it

Settings › Phone System › Phone Numbers › ⋯ › Edit Configuration › Call Forwarding › Ring More Team Members

Step by step

Choose who rings

  1. Open Settings › Phone System and click the Phone Numbers tab.
  2. On the number's row, click the three dots and then Edit Configuration.
  3. On the Basic Details tab, under Route calls to an Internal Team Member, pick the main person who should answer.
  4. Open the Call Forwarding tab.
  5. Check Ring More Team Members and add the other people (up to 6 additional).
  6. Set the Incoming Call Timeout: how many seconds the call rings before moving to the backup. Around 20 seconds is a good starting point.
  7. Under Backup, choose what happens if nobody answers: voicemail or a Voice AI agent.
  8. Click Save.

Check where each person rings

  1. Go to Settings › My Staff and click Edit on the user.
  2. Open Call & Voicemail Settings.
  3. Under Forward Calls to, make sure at least one destination is checked (web app, mobile app, phone number or desk phone).
  4. Under Default Channel for Ring All, each person can pick where they prefer to get group calls.
  5. Save and repeat for every member of the group.

Test it

  1. Call the number from an outside cell phone.
  2. Confirm everyone rings at the same time and that, as soon as one person answers, it stops ringing for the others.
  3. Let it ring out to confirm it lands in voicemail or with the AI.

Tips

  • Groups of 3 to 7 people work best; large groups create confusion about who should pick up.
  • Pair it with each user's working hours so after-hours calls go straight to voicemail (see the related article).
  • Create separate numbers for separate departments (sales, support) instead of one giant group.
  • Turn on call recording to review how the group handles calls.
  • Reporting › Call Reporting shows who answers the most calls and how many are missed.

Common problems

  • Only one person rings → The others weren't added under Ring More Team Members, or they have no destination checked under Forward Calls to in their user profile.
  • One member declines and it stops ringing for everyone → That doesn't happen: declining on one person doesn't affect the rest. If it stopped, someone answered or the timeout ran out.
  • The call ends up in someone's cell phone voicemail instead of the CRM voicemail → Lower the Incoming Call Timeout (around 20 seconds) so the CRM takes over before the carrier voicemail does.
  • One person doesn't get calls on the mobile app → Make sure Mobile app is checked under Forward Calls to and the app has notification and background permissions.
  • I want to leave the group temporarily → Turn on Do Not Disturb in your user settings; you don't need to be removed from the number's configuration.

Frequently asked questions

How many people can be in a group?

The main person plus up to 6 additional under Ring More Team Members.

Can I set an order (A first, then B if no answer)?

In the number configuration, all selected members ring at the same time. For a sequence, use a keypad menu (IVR) with several Connect Call actions in a row.

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