Call flows
Ring Users
Ring Users connects callers with teammates when they reach that step in your call flow. You can use the inbox’s Default Ring Order or create custom groups for a particular route, choosing who rings first, which calling methods are used, and who provides backup if nobody answers.
Choose default or custom ringing
| Option | What it does | When to use it |
|---|---|---|
| Use inbox default ring order enabled | Uses the answering order configured in the inbox’s settings. | Use when this route should follow the inbox’s usual answering plan. |
| Use inbox default ring order disabled | Uses custom groups configured within this Ring Users step. | Use when a menu choice or another branch needs a different answering order. |
For example, John Doe LLC could use the inbox default for general calls, while a particular Phone Menu choice rings a smaller group of specialists.
Custom groups do not replace the inbox’s Default Ring Order. They apply when a call reaches the Ring Users step that contains them.
How the groups work
Eligible teammates in the same group ring at the same time. If nobody answers within the group’s selected duration, Waveline tries the next group.
If someone answers, the other ringing endpoints stop and later groups are not tried. If all groups finish without an answer, the call follows the step’s No Answer connection.
Put the people who should answer first in Group 1. Use later groups for backup coverage.
Before you begin
- Add each teammate who should ring as a Member or Manager under People. Viewers cannot join ring groups.
- Decide whether this route should use the inbox default or custom groups.
- Confirm that teammates have connected the apps or deskphones they will use.
- Decide where the caller should go if nobody answers.
A teammate needs the inbox's Member or Manager role before you can add them to a custom group. That role alone does not make them ring: they also need a place in the group, an enabled calling method, and an available status.
Where to find it
Open the call-flow builder for the inbox you want to configure. For more information, see Open the call-flow builder.
Under Flow widgets, drag Ring Users onto the canvas. Select the step to open its settings.
Use the inbox’s Default Ring Order
- Add or select the Ring Users step.
- Enable Use inbox default ring order.
- Connect the preceding step or branch to Ring Users.
- Connect No Answer to the destination callers should reach if nobody answers.
- Select Save draft, or Publish flow when the change is ready to go live.
To change the teammates, devices, or durations used in this mode, open the inbox’s Ring users section. See Default Ring Order for the full instructions.
Create custom ring groups
- Add or select the Ring Users step.
- Disable Use inbox default ring order.
- Select Add ring group if you need a new group.
- Select Add user to this group, choose an inbox Member or Manager, and select Add.
- Review Web/Mobile, Deskphone, or both beside the teammate’s name.
- Choose the group’s duration using Ring.
- Add other teammates who should ring together, keeping the group within its dial-leg limit.
- Add later groups for backup coverage. Use the up and down arrows to move teammates between groups.
- Connect the preceding route to Ring Users and connect its No Answer destination.
- Select Save draft, or Publish flow when ready.
A teammate can appear in only one group within this Ring Users step.
Custom-group changes are saved with the call flow. They do not become live merely because you changed a checkbox or moved a teammate.
Understand the 10-dial-leg limit
A dial leg is one enabled calling endpoint that Waveline attempts to reach. Each group supports up to 10 dial legs, not necessarily 10 teammates.
- Web/Mobile counts as one dial leg.
- Deskphone counts as one dial leg.
- Enabling both for one teammate counts as two dial legs.
For example, Jane Doe using both methods takes two dial legs. John Smith using only Web/Mobile takes one. Together, they use three of the group’s ten available dial legs.
Check the counter shown for each group. If it reaches 10/10, move a teammate to another group or turn off an unnecessary calling method before adding more.
Choose calling methods and ring duration
Web/Mobile enables the teammate’s app calling method. Deskphone enables their available deskphone endpoint.
Review the selections after adding a teammate. Web/Mobile is enabled by default, and Deskphone may also be selected when the teammate has an available deskphone and the group has capacity.
Adding or reassigning a deskphone can also enable it in existing custom Ring Users groups, including the published flow and current draft. The teammate must already be in the group, and the group must have room for the additional dial leg. For more information, see After adding or reassigning a deskphone.
The Ring duration applies to the group as a whole. Shorter durations reach backup groups sooner; longer durations give the first group more time to answer. Consider the combined wait across all groups.
Availability still affects who rings
Configuring a teammate in a group does not override their availability. Their current call activity and Allow Concurrent Calls preference can also affect whether they receive another call.
See Availability for more information.
Ringing a teammate is not forwarding to their inbox
Ring Users attempts to reach the teammate as part of the current inbox’s routing. It does not enter their personal inbox’s call flow or check that personal inbox’s hours.
To use another inbox’s routing instead, see Forward Call.
Common questions
Changes to the Default Ring Order are not affecting this route
Select the Ring Users step and check Use inbox default ring order. If it is disabled, the step uses its custom groups instead.
The teammate I want to add is not listed
Check their role under People. They must be a Member or Manager; Viewers cannot join ring groups. If they already appear in another group within this step, move them using the arrow controls instead of adding them again.
My deskphone is not ringing
Check the calling methods in the ring order this step actually uses. If it uses the inbox default, review the inbox’s Default Ring Order. If it uses custom groups, review the selections in this step.
Confirm that Deskphone is selected, the device is provisioned and connected, and the teammate is available. See Deskphones Overview for device guidance.
Some teammates are skipped
Review their availability and whether they are already on another call. Their Allow Concurrent Calls preference affects whether another call can ring. Also confirm that the intended calling methods are enabled.
Callers wait too long before reaching voicemail
Review the Ring duration for every group and the number of groups tried before No Answer. The caller may wait through several groups before reaching voicemail.
I changed the custom groups, but calls still use the previous order
Confirm that you published the flow, rather than only saving a draft. Also check that the call reaches the Ring Users step you edited.