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. Read on to learn how to use each option.
How does ring order work?
The ring order feature comes with three options: all at once, random, and custom.
- Starter plan users can use the “all at once” and “random” options.
- Business 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.
How to access OpenPhone options to change the ring order
You can adjust the ring order on any OpenPhone from the web or desktop. Follow these quick steps to set your ring order:
- Go to the "Settings" page of your web or desktop app.
- Under "Workspace", click into “Phone numbers”.
- Select a phone number and click.
- Under “Call flow”, find "Ring order" and to the right click the down arrow to see your available ring options.
- Select your desired ring order. (Please note that the “Custom” option is only available to Business plan users).
Ring order options
Below are descriptions of each ring order option and how to set each different type of ring order.
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 from the dropdown menu.
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.
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”.
Custom ring order
Reminder custom ring order is only available to Business plan users.
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.
Custom ring order allows you to:
- 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
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 how many users in that group will receive incoming call notifications.
4. Add the ring duration for that specific ring group.
How to add ring groups
Adding ring groups lets you specify the order in which users in your workspace receive calls. You can create additional ring groups with these steps:
- Click “+ Add another group”.
- Add users to the group.
- Select “In groups” for the ring order and choose the number of users to be included in the group.
- Select the ring duration for the group.
- Once you've set your selections, 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
