How to set a ring order on OpenPhone

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. The call flow builder makes it simple to set up your ring order. 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 and Scale 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 in your call flow on any OpenPhone from the web or desktop. Follow these steps to choose your team members and set the ring order:

Ring users

Add a ring order to your call flows with the ring users block. You can set up your ring order type and duration in this block.

• Ring order type: Choose from simultaneous ring, random batches, custom ring groups, and single users.
• Ring duration: You can choose a total ring duration for simultaneous ring, a group ring duration, or a custom ring duration for each of your custom groups.

To add a ring users block to your default call flow:

1. Drag and drop the Ring users block in the call flow canvas. Keep in mind you can’t place it before the Incoming call trigger, Phone menu block, or Business hours block.
2. Select the Ring users block and select your preferred Ring order type in the right panel of the call flow builder. You can choose from All at once, In random batches, Custom ring groups, and Single user ring order types.

Ring order types

Below are descriptions of each ring order type in the ring users block and how to set each type of ring order.

All at once ring order

The "All at once" ring order is the default option for the ring users block. In this option, all team members that have shared access with an OpenPhone number will be notified at the same time of incoming calls.

Once you’ve selected the All at once option you can set a duration for which the call rings all your users.

In random batches 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 calls based on the ring duration you choose or until someone picks up. If no one in the last group takes the call, the call moves to the next step in your call flow.

To set a in random batches ring order:

1. Select the In random batches ring order from the Ring order type dropdown menu.
2. Choose a batch size for your random batch ring order.
3. Choose a group ring duration for your batches.
   Your total ring duration will display below your group ring duration so you can see how long incoming calls will ring your team.

Custom ring groups ring order

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
  Note: Custom ring order is only available to OpenPhone Business plan users.

To set a Custom ring order:

1. Select the Custom ring order from the Ring order type dropdown menu.
2. Add the number of ring groups you wish to have in your ring order.
3. Within each ring group, select the users you wish to receive calls under Users.
4. Under Ring order you can either choose for any of these calls to be dialed at random or 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.
5. Add the ring duration for each ring group.

Single user ring order

With this ring order type, you can skip ringing a group and dial a specific member of the team. This option is great for small teams where individual team members handle a specific function.

To set a Single user ring order:

1. Select the Single user ring order from the Ring order type dropdown menu.
2. Select your preferred team member from the User to ring dropdown menu.

Note that only the users who have access to your shared number will be displayed.

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

Note: For the first teammate in the ring group, if Do Not Disturb is enabled or a call comes outside of their working hours, the next teammate in the ring order will get the call. If they are on another call, they will get a call notification.