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Overview

Ring groups determine how incoming calls are distributed among your team members. Whether you want everyone to ring simultaneously for fastest response, distribute calls evenly with round-robin, or create sophisticated hierarchical routing, OpenPhone’s ring users feature ensures calls reach the right person at the right time.

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Understanding ring strategies

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Available ring order types

OpenPhone offers four distinct strategies for call distribution:
  1. All at once: Everyone rings simultaneously
  2. In random batches: Distribute calls evenly in groups
  3. Custom ring groups: Hierarchical routing with specific order
  4. Single user: Direct to one team member
Starter plans include All at once and Random options. Business and Scale plans unlock Custom ring groups for advanced routing control.

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How ring order works

When a call comes in:
  1. System checks which users are available
  2. Rings users according to your chosen strategy
  3. First person to answer takes the call
  4. If no one answers, moves to next step (usually voicemail)

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Setting up ring users

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Add to your call flow

  1. Open the call flow builder
  2. Drag Ring users block into canvas
  3. Place after:
    • Incoming call trigger
    • Business hours condition
    • Phone menu selection
  4. Configure ring strategy and timing

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Configure ring duration

Set how long calls ring before moving to the next step:
  • Default: 30 seconds total
  • Minimum recommended: 15 seconds
  • Per group: Set different durations for each ring group

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Ring order strategies

All at once Best for: Small teams, urgent response needs How it works:
  • Every available team member rings simultaneously
  • Fastest possible response time
  • First to answer takes the call
Configuration:
  1. Select All at once from dropdown
  2. Set total ring duration (e.g., 30 seconds)
  3. All users with number access included automatically
In random batches Best for: Fair call distribution, larger teams How it works:
  • Divides team into random groups
  • Each batch rings for set duration
  • Prevents call fatigue for any individual
Configuration:
  1. Select In random batches
  2. Choose batch size (e.g., 3 people per batch)
  3. Set ring duration per batch (e.g., 15 seconds)
  4. System displays total ring time
Example: 9 team members, batch size 3, 15 seconds per batch = 45 seconds total Custom ring groups Best for: Hierarchical teams, skill-based routing How it works:
  • Create specific groups with designated members
  • Control exact order of ring progression
  • Set different durations for each group
Configuration:
  1. Select Custom ring groups
  2. Add number of groups needed
  3. For each group:
    • Select specific users
    • Choose ring pattern (all at once or in batches)
    • Set ring duration
  4. Groups ring in sequential order
Example hierarchy:
  • Group 1: Senior support (2 people, 20 seconds)
  • Group 2: General support (4 people, 20 seconds)
  • Group 3: Overflow team (3 people, 15 seconds)
Single user Best for: Direct routing, personal lines How it works:
  • Routes directly to one specific person
  • No group ringing or distribution
  • Simple, predictable routing
Configuration:
  1. Select Single user
  2. Choose team member from dropdown
  3. Set ring duration
  4. Only users with number access appear

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Advanced configurations

Round-robin distribution Create fair call distribution using custom groups:
  1. Equal groups: Divide team into same-sized groups
  2. Rotating assignment: Manually rotate group members weekly
  3. Balanced duration: Same ring time per group
Example round-robin setup:
  • Monday Group: Alex, Beth, Carlos (20 sec)
  • Tuesday Group: Dana, Eric, Fran (20 sec)
  • Wednesday Group: Greg, Helen, Ian (20 sec)
Skill-based routing Route based on expertise: 
Phone menu: "Press 1 for Sales, 2 for Support"
  Sales → Ring sales team (custom group)
  Support → Ring support team (custom group)
Escalation chains Create tiered support:
  1. Tier 1: Frontline support (15 seconds)
  2. Tier 2: Senior support (15 seconds)
  3. Tier 3: Managers (10 seconds)
  4. Final: Voicemail or forward

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Managing availability

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User availability factors

Team members won’t ring if they have:
  • Do Not Disturb enabled
  • Away status set
  • Work schedule outside hours
  • Muted notifications for the number
  • Active call on another line
When the first person in a ring group is unavailable, the system automatically moves to the next available person without waiting.

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Troubleshooting missed rings

If team members aren’t receiving calls:
  1. Check status settings
    • Verify Do Not Disturb is off
    • Confirm status shows available
    • Review work schedule settings
  2. Verify number access
    • Ensure user has access to shared number
    • Check they haven’t muted notifications
    • Confirm no call forwarding conflicts
  3. Test ring order
    • Make test calls to verify routing
    • Check each group receives calls
    • Adjust durations if needed

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FAQs