Default Ring Order

The Default Ring Order is the reusable answering plan configured in an inbox's Ring users section. It determines which members ring first, which members provide backup, how long each group rings, and whether Waveline tries their web/mobile apps, deskphones, or both.

For a Shared Inbox, when a call comes into the inbox with the Default Ring Order enabled, Waveline rings the enabled calling methods in Group 1 together. If nobody answers within that group's time limit, it tries Group 2, then any later groups. This gives the people who should answer first the first opportunity while automatically escalating unanswered calls to backup teammates. Go to Personal inboxes for more information about the Default Ring Order for a personal inbox.

GUIDED WALKTHROUGH

Configure your Default Ring Order

STEP 01 / 05

Open Default Ring Order

Open the inbox’s Default Ring Order.

For mobile navigation, see Mobile App Overview.

Understand members, ring groups, and the call flow

These settings work together but have different responsibilities:

• People determines whether each teammate can view, work from, or manage the inbox.
• The Default Ring Order in Ring users chooses which of those members should ring and through which calling methods.
• The call flow determines when Waveline uses the Default Ring Order and where the call goes if nobody answers.

A teammate needs the inbox's Member or Manager role before they can join a ring group. A Viewer can read the inbox but does not ring. Members and Managers do not have to join the Default Ring Order if they only need to place calls or respond to messages. See Inbox Participants.

How ring groups work

Everyone in the same ring group is tried at the same time. For example, all eligible endpoints in Group 1 begin ringing together. The timer displayed for that group controls how long Waveline waits for someone in the group to answer.

If nobody answers before the timer expires, Waveline stops trying Group 1 and starts Group 2. The process continues through each configured group in order. If someone answers, the other ringing endpoints stop and Waveline does not continue to later groups.

Use Group 1 for the people who should receive the first opportunity to answer. Later groups provide sequential backup coverage without ringing every member immediately. This lets you create a simple escalation order—for example, a primary team first, a broader backup team second, and a manager or after-hours responder last.

A member can appear in only one group within the Default Ring Order.

Before you begin

• You must be an inbox Manager or have an organization role that lets you manage the inbox. A Member can use the inbox but cannot change its ring order. See Inbox Participants.
• Add every teammate who should ring as a Member or Manager under People.
• Decide who should answer first and who should provide backup.
• Confirm that each teammate has installed and connected the apps they will use.
• Provision any deskphones that should ring.
• Decide how long each group should ring before Waveline tries the next group.
• Confirm that the published call flow contains a Ring Users step configured to use the inbox's Default Ring Order. See Call Flows Overview for more information.

What is a dial leg?

Each ring group can contain up to 10 dial legs. This limit applies to each group separately, not the entire Default Ring Order.

A group can therefore contain:

• Up to 10 members if each uses one calling method.
• Up to 5 members if everyone uses both Web/Mobile and Deskphone.
• A mixture, such as four members using both methods and two using one method each.

The counter beside the group name shows how many of its ten dial legs are in use. If the group reaches 10/10, move some members to another group or disable an unnecessary calling method.

After adding or reassigning a deskphone

When an assigned deskphone becomes available, Waveline tries to enable Deskphone for that teammate in the ring groups they already belong to. This includes the inbox's Default Ring Order and existing custom Ring Users groups in its published flow and current draft. It does not add the teammate to a new inbox or ring group.

If enabling Deskphone would exceed the group's 10-dial-leg limit, it remains off and Waveline shows a capacity warning. Move a member to another group or disable an unnecessary calling method, then enable Deskphone for the intended teammate.

Review the saved calling methods after enrollment or reassignment, including any published custom routing, and test a call. You can turn Deskphone off in a group where that device should not ring.

Configure the Default Ring Order

1. Open the inbox and scroll to Ring users.
2. If no group exists, select Add ring group.
3. Select Add member to this group.
4. Choose an existing inbox member and select Add.
5. Enable Web/Mobile, Deskphone, or both.
6. Confirm that at least one calling method remains enabled for the member.
7. Choose how many seconds the group should ring.
8. Add other members who should ring at the same time.
9. Watch the dial-leg counter and keep the group at or below 10/10.
10. Add another ring group for backup members.
11. Use the arrow controls to move members between groups.
12. Test an incoming call after the change.

A member can appear in only one group within the Default Ring Order. Changes save automatically. Allow up to one minute for them to apply before testing a new call.

Choose an appropriate ring duration

The ring duration controls how long Waveline tries the entire group before continuing to the next group.

A shorter duration reaches backup groups sooner but gives the first group less time to answer. A longer duration gives the group more time but can make callers wait longer before reaching backup teammates or voicemail.

Available durations range from 5 to 120 seconds. Test the complete sequence so the combined wait across all groups feels appropriate for callers.

Make sure the call flow uses the Default Ring Order

Configuring the Default Ring Order does not make every incoming call use it automatically. The call must reach a Ring Users step with Use inbox default ring order enabled.

Waveline's starter routing normally uses the inbox default. If the call flow uses custom ring groups instead, changes made on the inbox's Default Ring Order will not affect that Ring Users step.

See Call Flows Overview for more information about Ring Users steps, publishing, and testing call routing.

What happens when a call arrives

• Waveline checks the inbox's active routing.
• When the call reaches a Ring Users step using the default order, Waveline starts with the first configured group.
• Available members' enabled calling methods ring together.
• If someone answers, the other ringing endpoints stop.
• If nobody answers within the group's duration, Waveline tries the next eligible group.
• If nobody answers after the configured groups, the call follows the Ring Users step's No Answer path, commonly to voicemail.

Personal inboxes

A personal inbox uses the same endpoint controls but does not need multiple members or escalation groups. Its Ring Settings determine whether the assigned teammate's Web/Mobile apps, deskphone, or both should ring and for how long.

Best practices

• Put the people who should answer first in Group 1.
• Use later groups for overflow, backup coverage, or managers.
• Keep the total expected wait reasonable when combining several groups.
• Confirm deskphone selections after provisioning or changing a device.
• Test every group and the No Answer destination to make sure all calls are configured correctly.
• Recheck the call flow after switching between default and custom ring groups.

Troubleshooting

Related pages

• Inbox participants
• Call flows overview
• Ring users
• Availability
• Deskphones and IP phones
• Receiving calls
• App connection
• Voicemail