Do you have multiple people sharing an OpenPhone number? If your team has an OpenPhone Business or Scale plan, up to 100 people in your team's workspace can share a single number!
How round-robin call routing works
Using round-robin call distribution in OpenPhone, you can control if users are rung randomly or in a custom group.
If the first user or group doesn't answer a call, OpenPhone will try the next user or group. And if that batch doesn't answer, we'll keep trying more until we run out of users or groups. At that point, the call will be sent to voicemail.
Custom ring order for round-robin call routing
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. You can can use this feature on the desktop and web.
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 and Scale plan users.
How to set a custom round-robin ring order
Using the call flow, it's simple to set a Custom ring order.
- Select the Custom ring order from the Ring order type dropdown menu.
- Add the number of ring groups you wish to have in your ring order.
- Within each ring group, select the users you wish to receive calls under Users.
- 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.
- Add the ring duration for each ring group.
⭐️ Note: People who have muted the phone number, set themselves to do not disturb, or are already on a different call won't be included in batches.