Use Multi-Ring in a Call Flow

Multi-Ring simultaneously dials multiple phone numbers and connects the caller to whichever recipient answers first. This ensures calls are answered quickly when you have multiple team members available to take calls.

Before you start, see Configure a Dial Step in a Call Flow for an overview of Dial Step settings.

How It Works

When a call reaches a Dial Step configured with Multi-Ring:

1. WhatConverts simultaneously dials all phone numbers you've added to the step.
2. All recipients' phones ring at the same time.
3. The first person to answer is connected to the caller.
4. All other ringing phones stop ringing automatically.

This ensures the fastest possible connection and prevents callers from waiting while numbers ring one at a time.

Configure Multi-Ring in a Dial Step

To use Multi-Ring for call routing:

1. Go to "Tracking" from the top menu and select "Calls".
2. Choose "Call Flows".
3. Find the Call Flow you want to edit and click "Edit".
4. Click the pencil icon on the Dial Step where you want to use Multi-Ring (or add a new Dial Step).
5. Under "How should the call be connected?", select "Multi-Ring".
6. Under "Who should receive the call?", add phone numbers for all recipients who should ring simultaneously:
   • Select Type (SIP or Phone)
   • Enter the Destination phone number
   • Optionally, add Extension.
   • Click "+ Add Recipient" to add additional phone numbers
7. Configure other Dial Step settings (ring duration, whisper messages, caller ID, etc.) as needed.
8. Click "Save" to apply your changes.

When calls reach this Dial Step, all configured numbers will ring at the same time.

When to Use Multi-Ring

Use Multi-Ring when:

• Multiple people can handle the same type of call: Sales teams, support teams, or general inquiry lines where any available person can assist.
• Speed matters more than routing logic: Getting calls answered quickly is more important than routing to specific people.
• You want to reduce missed calls: Multiple ringing phones increase the chances someone will answer.
• Team members have varying availability: Instead of guessing who's available, let everyone's phone ring and connect to whoever answers first.

Multi-Ring vs. Round Robin

Multi-Ring and Round Robin are both call distribution methods, but they work differently:

Multi-Ring:

• Rings all numbers simultaneously
• First person to answer gets the call
• Best for speed and minimizing wait time
• No call distribution tracking

Round Robin:

• Rings one number at a time in rotation
• Distributes calls evenly across team members
• Best for fair call distribution
• Tracks which team member received which call

Related Topics

• Configure a Dial Step in a Call Flow
• What are Call Flows?
• Set Up Round Robin Dialing
• Set Up an Incoming Call Flow