What is a ring group?
A ring group is a named set of teammates who all ring at the same time when a call reaches them. Whoever answers first takes the call. It's the easiest way to make sure a client calling your main line reaches a person instead of one advisor's voicemail.
You build ring groups once in settings, then use them inside a dial plan. A ring group does nothing on its own until a dial plan step rings it.
Every workspace starts with one built-in group that includes everyone on your team. You can't edit or delete that one. Create your own groups when you want a smaller set, like a service team or the front desk.
Note: Ring groups are part of advanced call routing, which isn't included in the Text plan. If the Add Ring Group button shows an Upgrade badge, you'll need to change plans to create one. See billing and plans.
How do I create a ring group?
Ring groups are managed in the web app on a computer. They aren't available in the mobile app.
Step 1. Open ring group settings
Go to Settings, then Ring groups under the Calling section.
Step 2. Add a group
Click Add Ring Group.
Step 3. Name it
Enter a Ring Group Name your team will recognize, like "Service Team" or "Front Desk".
Step 4. Choose who is in it
Under Which team members are in this group?, select each teammate who should ring. You need at least one. Only active teammates who have accepted their invitation can be added.
Step 5. Save
Click Create. The group appears in your list with its member count.
Members are always people on your CurrentClient team. You can't add an outside phone number or an extension to a ring group. To send calls to an outside number, use a forwarding step in your dial plan instead. See call forwarding.
How do I make calls ring the group?
A ring group is used by a Ring users step in a dial plan, and the dial plan has to be active on the phone number.
Step 1. Open your dial plan
Go to Settings, then Dial plans and open the plan you want to change, or create a draft.
Step 2. Add or edit a Ring users step
Add a Ring users step, or click an existing one.
Step 3. Pick the group
Set Ring Type to Ring a group, then choose your group under Ring Group.
Step 4. Set how long it rings
Choose a Ring Duration from 15 to 45 seconds. The default is 20 seconds.
Step 5. Save and publish
Click Save step. Then publish the plan on the phone number from that number's inbox settings, and make sure its inbound call handling is set to Dial Plan.
Tip: Decide what happens when nobody answers. Connect the step's no answer path to a voicemail step so a missed call still leaves you a message. The built-in dial plan templates are already set up this way.
What happens when a call comes in?
Everyone rings at once. Every member of the group hears the ring at the same time. There is no ring order inside a ring group.
The first person to answer gets the call. Ringing stops for everyone else.
Declining only affects you. If you decline, your device stops ringing right away and your teammates keep ringing.
Teammates already on a call are skipped. Someone showing On a call isn't rung for a second call.
Do not disturb is respected. A teammate who has turned on Do not disturb isn't rung. A teammate showing Away still is, because Away only means they aren't actively in the app. See what status means.
No answer moves on. When the ring duration runs out, the call continues to the next step in your dial plan, usually voicemail.
If a teammate has cell bridge turned on for incoming calls, a ring group call reaches their cell phone the same way any other incoming call does.
Ring groups or ring order?
They solve the same problem at different levels, and you only need one.
Ring order | Ring group | |
Where you set it | On a single phone number, under inbound call handling | In settings, then used inside a dial plan |
How it rings | All at once, random, or one at a time | All at once |
Best for | A simple shared line | Routing with phone menus, schedules, or several steps |
Reusable | No, it belongs to one number | Yes, any dial plan can use it |
If you want calls to try one person, then the next, use Ring Order set to One at a time on the number, or chain several Ring users steps in a dial plan with a different teammate or group in each.
How do I change or remove a ring group?
Open Ring groups and click the group. Change the name or members and click Update, or click Delete to remove it.
Warning: Before you delete a ring group, check your dial plans. A Ring users step that still points at a deleted group has nobody to ring. Switch those steps to another group or teammate first.
If someone leaves your firm, they drop out of the group the next time it's saved. It's worth opening your groups after a team change to confirm the right people are still in them.
Why isn't my ring group ringing?
The number isn't using the dial plan. Check that the number's inbound call handling is set to Dial Plan and that the plan is published on it.
The step rings something else. Open the Ring users step and confirm Ring Type is Ring a group and the right group is selected.
You aren't in the group. Open the group and check the member list.
Your app isn't ready for calls. See app not ringing for device and notification checks.