Where to find Ring Groups: In the left sidebar, click Settings > Phone Numbers, then click Configure call routing on a phone number. Ring groups are listed in the sidebar of the detail page.
Create a Ring Group
- On the phone number detail page, click Add Ring Group (the button with a group icon).
- Give the ring group a name (for example, “Front Desk” or “Billing Team”).
- Select the staff members who should be part of this group.
- Choose a ring strategy (see below).
- Set the ring timeout — how many seconds phones will ring before giving up (default is 30 seconds).
- Optionally, set a schedule (see Set a Schedule below).
- Save the ring group.
Add and Remove Members
When editing a ring group, you will see a list of all staff members and a separate Shared desk phones section. The order you add members sets their position in the group, which controls the rotation for Round Robin and the priority order for Defined Order.Staff members
Check the box next to each person you want in the group, and uncheck anyone you want to remove. For each selected staff member, you can also:- Set or update their mobile number — click the number (or + Add mobile) next to their name. Their mobile is shared across the clinic, so updates apply everywhere they appear.
- Also ring mobile — toggle on to ring the staff member’s mobile number alongside their browser when this ring group is called.
- Desk phone — if the staff member has been assigned a desk phone of their own, pick it from the menu to ring it alongside their browser. Only phones owned by that specific staff member appear in this list.
Shared desk phones
The Shared desk phones section lists physical phones not tied to any one staff member — typically front-desk, exam-room, or nurse-station handsets. Tick the ones you want included, and they’ll ring as standalone slots in the ring group. If the section is empty, provision phones in Settings > Desk Phones first.Shared phones can’t ring a mobile — there’s no person attached to them, so the Also ring mobile option doesn’t apply.
Ring Strategy
Each ring group uses one of three strategies:
With round robin, the system keeps track of who answered the last call and starts the next call with the following person in the list, so call volume is shared fairly among all members. Defined order never rotates — every call starts from the first member and works down the list.
When you choose Defined Order, a Ring order list appears below the members. Drag the rows into the order you want calls to ring.
Set a Schedule
A schedule controls when the ring group is active. For example, you might set a ring group to be active Monday through Friday, 9:00 AM to 5:00 PM. When editing a ring group, turn on the schedule option and choose the days and times. You can set different hours for different days of the week.Always-on ring groups: If you leave the schedule off, the ring group becomes an “always-on” fallback. It will only handle calls when no other scheduled handler matches — making it the off-hours handler for this phone number. Only one ring group or assistant can serve as the off-hours handler at a time.