Phone System
Ring Incoming Calls to Multiple Users
Distribute incoming calls across multiple team members simultaneously to improve response times and ensure no call goes unanswered.
What You'll Learn
This article explains how to configure ring groups in HighLevel to simultaneously ring multiple team members when a call comes in. You'll learn how to enable simultaneous ringing, select additional recipients, and review unanswered-call settings.
Ring groups help businesses improve call coverage, reduce missed opportunities, and ensure customers connect with available team members faster.
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What is Multiple User Ring?
Multiple User Ring, also known as ring groups or simultaneous ring, is a call distribution feature that rings multiple team members' phones at the same time when an incoming call arrives at your HighLevel phone number.
When a caller dials your business number, the system rings all designated users simultaneously. The first team member to answer the call connects with the caller, while the other phones automatically stop ringing. This ensures faster call pickup times and reduces the likelihood of missed calls.
Ring groups are ideal for sales teams, customer support departments, and any business scenario where multiple people need to be available to handle incoming calls without routing callers through a time-consuming menu system.
Configuring multiple users to receive incoming calls provides several operational and customer experience advantages.
Faster Response Times — Callers connect with an available team member immediately without waiting in queue or listening to hold music.
Reduced Missed Calls — If one team member is unavailable or busy, another can answer the call, minimizing lost opportunities.
Improved Customer Satisfaction — Customers appreciate immediate human connection rather than navigating phone trees or waiting on hold.
Better Team Collaboration — All team members have equal opportunity to engage with incoming leads and customers.
Flexible Coverage — Teams can maintain call coverage during breaks, meetings, or varied schedules without formal call forwarding.
Scalable Distribution — Add or remove team members from ring groups as your business needs change without complex configuration.
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How Simultaneous Ringing Works
Ring More Team Members lets eligible selected team members receive an incoming call at the same time. This helps shared sales, support, and reception numbers reach someone who is available to answer.
- Additional recipients: Add up to six additional team members to the phone number.
- Simultaneous ringing: Eligible selected users can receive the same incoming call through their enabled calling devices.
- First answer connects: When one user answers, the other active ringing attempts stop.
Routing priority is separate: Inbound routing rules determine which destination or routing path applies before team ringing. They do not describe an order in which the additional selected users take turns receiving calls.
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How to Set Up Multiple User Ring
Follow these steps to configure ring groups and distribute incoming calls across your team members.
Step 1
Access Phone Settings
Navigate to Settings > Phone Numbers in your HighLevel account. Locate the phone number you want to configure for ring groups and click the Edit Configuration.
Step 2
Configure Call Forwarding
Open the Call Forwarding tab and enable Ring More Team Members.
Step 3
Select Team Members
Select up to six additional team members using the user selector. Review the device indicators beside the selected users before saving.
Step 4
Confirm Simultaneous Ringing
With Ring More Team Members enabled, review the selected recipients and the device indicators beside their names. Eligible selected users can ring at the same time. The setup described here does not require selecting a separate ring strategy.
Step 5
Review Incoming Call Timeout
Review the Incoming Call Timeout in the phone number's call settings. It controls how long the applicable call-routing destination can ring before an unanswered call moves to its configured backup. This setting does not create a sequential order among the selected team members.
Step 6
Review the Backup for Unanswered Calls
Review the configured backup for calls that remain unanswered after the timeout. Available backup destinations include Voicemail and Voice AI. Confirm which option applies to this number and test the unanswered-call behavior.
Step 7
Save and Test
Click Save to apply your ring group configuration. Test the setup by calling your HighLevel phone number from an external phone. Confirm that eligible selected team members ring at the same time, that the first answer connects the caller, and that unanswered calls follow the configured backup.
Success
Your simultaneous-ringing configuration is saved. When this routing path applies, eligible selected team members can receive the call at the same time. You can update recipients and other call settings from the phone number configuration.
Pro Tip
Monitor Ring Group Performance
Review call analytics to see how your team handles incoming calls. If calls are missed, check recipients' availability, enabled calling devices, Incoming Call Timeout, and the configured backup.
Using a number pool?
Configure selected-user ringing in the pool’s settings rather than following the individual-number procedure above. See Ring Number Pool Calls to Multiple Users for instructions on selecting recipients and configuring each user’s preferred receiving channel.
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Best Practices for Ring Groups
Use these practical checks to keep simultaneous ringing reliable and help the right team members answer incoming calls.
Verify User Phone Numbers — Ensure all team members have valid, working phone numbers configured in their user profiles before adding them to ring groups.
Review Incoming Call Timeout — Choose a timeout that gives your team time to answer while allowing an unanswered call to reach the configured backup. Test the final behavior.
Select Appropriate Recipients — Add up to six additional team members and prioritize those who are available to handle calls.
Match Recipients to Your Team — Use Ring More Team Members when multiple eligible users should receive the same inbound call simultaneously. Choose team members who can reliably answer.
Create Multiple Ring Groups — Set up different ring groups for different phone numbers or departments (sales vs. support) to route calls to the appropriate specialists.
Configure Business Hours — Pair ring groups with business hours settings to automatically route after-hours calls directly to voicemail or an answering service.
Test Regularly — Conduct monthly test calls to verify the ring group functions correctly and all team members receive calls as expected.
Document Call Handling Procedures — Create team guidelines for answering ring group calls, including greeting scripts and escalation protocols.
Tip
Enable call recording for ring group calls to maintain quality standards and provide training material. Review recorded calls during team meetings to identify improvement opportunities and share successful call handling examples.
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Frequently Asked Questions
Q: Can I add users from different locations or time zones to the same ring group?
Yes. Ring groups work across locations and time zones. However, be mindful of time zone differences when configuring business hours settings. You may want to create separate ring groups for different regions or implement time-based routing rules to avoid ringing users outside their working hours.
Q: What happens if all users in the ring group are on other calls?
If all ring group members are busy on other calls, the system handles the incoming call according to your configured fallback behavior. Typically, this means the call will ring for the specified duration and then route to voicemail. Some configurations may allow call queuing, where callers hear hold music until a user becomes available.
Q: Can users temporarily remove themselves from a ring group without admin intervention?
Users can typically enable Do Not Disturb mode in their personal settings to temporarily stop receiving ring group calls without being removed from the configuration. This is useful for users in meetings or needing focused work time. Alternatively, users can update their personal forwarding settings, though this may affect all incoming calls to their user number, not just ring group calls.
Q: Does the caller know they're calling a ring group versus a single person?
No. From the caller's perspective, they're simply calling your business phone number. They won't hear multiple ring tones or any indication that multiple people are being contacted. The experience is identical to calling a standard phone number.
Q: Can I see which team member answered a ring group call in the call logs?
Yes. HighLevel call logs record which user answered each ring group call, along with the call duration, time, and recording (if enabled). This data helps you analyze team performance and call distribution effectiveness. You can access these reports in the Phone section under Analytics or Reports.
Q: Can I use ring groups with workflow automations?
Yes. You can trigger workflow automations based on ring group call events, such as missed calls, completed calls, or voicemails. For example, you might send a follow-up text message when a ring group call goes unanswered or create a task for the team member who answered the call.
Q: Is there a limit to how many ring groups I can create?
Ring group limits vary by HighLevel plan. Most accounts can create multiple ring groups, with each HighLevel phone number supporting one ring group configuration. If you need more advanced call routing with multiple simultaneous ring groups, contact HighLevel support to discuss your plan options and potential custom configurations.
Q: What types of phones can receive ring group calls?
Ring group calls can be forwarded to any phone number type, including mobile phones, landlines, VoIP phones, or the HighLevel desktop/mobile app. Each user specifies their preferred forwarding number in their user profile settings. The system supports both domestic and international phone numbers based on your account configuration.