Phone System

Ring Incoming Calls to Multiple Users

Ensure no call goes unanswered by routing incoming calls to ring simultaneously across multiple team members.
What You'll Learn

This article explains how to configure your phone number settings to ring multiple users simultaneously when a call comes in, improving your team's responsiveness and ensuring important calls are answered quickly.

You'll learn how to enable this feature, manage your team members, and understand how call routing works when multiple users are available.

1

What is Multi-User Call Ringing?

Multi-user call ringing allows you to configure your phone number so that incoming calls ring simultaneously across multiple team members. Instead of calls going to a single user, all designated users receive the call notification at the same time, and whichever team member answers first takes the call.

This feature is particularly valuable for businesses that prioritize rapid response times and want to ensure no customer call goes unanswered, even when specific team members are unavailable.

You can configure this setting on a per-number basis, giving you flexibility to set up different routing strategies for different business lines or departments.

2

Key Benefits

Implementing multi-user call ringing provides several advantages for your customer communication strategy:

Faster Response Times — Multiple team members can answer calls immediately, reducing wait times and improving customer satisfaction.
Reduced Missed Calls — When one team member is busy or unavailable, other team members can answer, ensuring fewer calls go to voicemail.
Flexible Coverage — Teams can provide consistent phone coverage without coordinating schedules or handoffs between specific individuals.
Simple Configuration — Set up multi-user ringing in just a few clicks from your phone number settings without complex call routing rules.
3

How Call Routing Works

Understanding how the system routes calls when multiple users are configured helps you set expectations for your team:

Simultaneous Ringing
All Users Ring at Once

When an incoming call arrives, the system sends a ring notification to all users configured on the number simultaneously. Each user sees the incoming call on their device at the same time.

First to Answer
Winner Takes the Call

The first team member to accept the call is connected to the caller. Once one user answers, the ringing stops for all other users and the call is no longer available to answer.

Voicemail Fallback
What Happens If No One Answers

If none of the users answer the call within the configured timeout period, the call follows your standard voicemail or missed call handling settings.

4

How to Set Up Multi-User Call Ringing

Follow these steps to configure your phone number to ring multiple users simultaneously:

Step 1
Navigate to Phone Number Settings

Go to Settings → Phone Numbers in your LeadConnector account. Locate the phone number you want to configure and click on it to open the settings panel.

Step 2
Enable Multi-User Ringing

In the phone number settings, locate the Ring to Multiple Users toggle and enable it. This activates the multi-user ringing feature for this number.

Step 3
Select Team Members

Choose which users should receive incoming calls to this number. Click the user selection dropdown and check the boxes next to each team member who should be included in the ring group.

Step 4
Save Your Configuration

Click Save to apply your changes. The phone number will now ring all selected users simultaneously when an incoming call is received.

Pro Tip

You can modify the list of users at any time by returning to the phone number settings and updating your selections. Changes take effect immediately.

5

Frequently Asked Questions

Q: Can I set up multi-user ringing for some phone numbers but not others?
Yes, multi-user ringing is configured on a per-number basis. You can enable it for specific phone numbers while leaving others configured for single-user routing, giving you complete flexibility to design different call handling strategies.
Q: What happens if a user is already on a call when a new call comes in?
Users who are currently on a call will not receive the ring notification for new incoming calls. The call will ring only to available users who are not currently engaged in another conversation.
Q: How many users can I add to a multi-user ring group?
You can add as many users as you have in your account. There is no limit to the number of team members who can be included in a multi-user ring group for a phone number.
Q: Will all users see the caller's information when the call rings?
Yes, all users in the ring group will see the caller's phone number and any available caller ID information when the call notification appears on their device.
Q: Can I see which team member answered a call?
Yes, call logs will show which user answered each call. You can review this information in your call history reports to track team member activity and performance.
Q: Does multi-user ringing work with call forwarding?
If a user has call forwarding enabled, they will receive the incoming call notification on their forwarded number along with their primary device. The call can still be answered by any user in the ring group.
Q: Can I configure different ring groups for different times of day?
Multi-user ringing applies the same configuration at all times. For time-based routing, you would need to use workflow automation or call routing rules to direct calls to different numbers based on business hours.
Q: Will text messages also go to all users in the ring group?
No, multi-user ringing only applies to incoming phone calls. Text messages follow separate conversation assignment rules and are routed based on your messaging configuration settings.
Need Help?

If you need assistance setting up multi-user call ringing or have questions about your phone system configuration:

  • Navigate to Settings → Phone Numbers in your account to review your current configuration
  • Check that all team members have their phone settings properly configured to receive calls
  • Review your call logs to verify that calls are being distributed correctly
  • Contact support through the in-app help widget for personalized assistance with your call routing setup