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Overview

Ring groups determine how incoming calls are distributed among your team members. Whether you want everyone to ring simultaneously for fastest response, distribute calls evenly with round-robin, or create sophisticated hierarchical routing, Quo, formerly OpenPhone’s ring users feature ensures calls reach the right person at the right time.

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Understanding ring strategies

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Available ring order types

Starter plans include All at once and Random options. Business and Scale plans unlock Custom ring groups for advanced routing control.
Quo offers four distinct strategies for call distribution:
  1. All at once: Everyone rings simultaneously
  2. In random batches: Distribute calls evenly in groups
  3. Custom ring groups: Hierarchical routing with specific order
  4. Single user: Direct to one team member
To skip team members who are already on a call: Turn on Only ring if not already on another call in the ring users step.Note: This setting disables call waiting for that step.

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How ring order works

When a call comes in:
  1. System checks which users are available
  2. Rings users according to your chosen strategy
  3. First person to answer takes the call
  4. If no one answers, moves to next step (usually voicemail)
With Only ring if not already on another call turned on, Step 1 also skips anyone currently on another call instead of ringing them.

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Setting up ring users

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Add to your call flow

  1. Open the call flow builder
  2. Drag Ring users block into canvas
  3. Place after:
    • Incoming call trigger
    • Business hours condition
    • Phone menu selection
  4. Configure ring strategy and timing
    • To skip team members who are already on a call, turn on Only ring if not already on another call. This disables call waiting for that step.

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Configure ring duration

Set how long calls ring before moving to the next step:
  • Default: 30 seconds total
  • Minimum recommended: 15 seconds
  • Per group: Set different durations for each ring group

Get to know the Call flow builder

Practice building call flows step-by-step (or steal our example flows) in the Quo Academy.

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Skip team members who are already on a call

Turn on Only ring if not already on another call in the ring users step to stop calls from ringing to a team member who’s already on another call. The call skips them automatically and rings the next available team member instead.
ringgroups_cfb_ringmembers_notonacall_quo_07_15_2026
To enable it:
  1. Open the ring users step in your call flow
  2. Turn on Only ring if not already on another call
This setting is available for shared inboxes only, and it’s off by default. Turn it on for each ring users step where you want calls to skip busy team members.
Compatible ring modes:
  • All at once
  • In random batches
  • Custom ring groups
Turning this on overrides call waiting for that ring step. Instead of a second incoming call notification, the busy team member’s device won’t ring at all, and the call goes straight to the next available person.
If everyone in the ring group is already on a call, the call moves to the next step in your call flow (typically voicemail), the same as any other ring group timeout. When a team member is skipped this way, a missed call appears in the shared inbox. The skipped team member sees the reason: “You were on another call”.
ringgroups_cfb_missedcall_onanothercall_quo_07_15_2026

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Ring order strategies

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All at once

Best for: Small teams, urgent response needs
How it works:
  • Every available team member rings simultaneously
  • Fastest possible response time
  • First to answer takes the call
Configuration:
  1. Select All at once from dropdown
  2. Set total ring duration (e.g., 30 seconds)
  3. All users with number access included automatically

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In random batches

Best for: Fair call distribution, larger teams
How it works:
  • Divides team into random groups
  • Each batch rings for set duration
  • Prevents call fatigue for any individual
Configuration:
  1. Select In random batches
  2. Choose batch size (e.g., 3 people per batch)
  3. Set ring duration per batch (e.g., 15 seconds)
  4. System displays total ring time
Example: 9 team members, batch size 3, 15 seconds per batch = 45 seconds total

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Custom ring groups

Best for: Hierarchical teams, skill-based routing
How it works:
  • Create specific groups with designated members
  • Control exact order of ring progression
  • Set different durations for each group
Configuration:
  1. Select Custom ring groups
  2. Add number of groups needed
  3. For each group:
    • Select specific users
    • Choose ring pattern (all at once or in batches)
    • Set ring duration
  4. Groups ring in sequential order
Example hierarchy:
  • Group 1: Senior support (2 people, 20 seconds)
  • Group 2: General support (4 people, 20 seconds)
  • Group 3: Overflow team (3 people, 15 seconds)
Single user
Best for: Direct routing, personal lines
How it works:
  • Routes directly to one specific person
  • No group ringing or distribution
  • Simple, predictable routing
Configuration:
  1. Select Single user
  2. Choose team member from dropdown
  3. Set ring duration
  4. Only users with number access appear

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Advanced configurations

Round-robin distribution Create fair call distribution using custom groups:
  1. Equal groups: Divide team into same-sized groups
  2. Rotating assignment: Manually rotate group members weekly
  3. Balanced duration: Same ring time per group
Example round-robin setup:
  • Monday Group: Alex, Beth, Carlos (20 sec)
  • Tuesday Group: Dana, Eric, Fran (20 sec)
  • Wednesday Group: Greg, Helen, Ian (20 sec)
Skill-based routing Route based on expertise:
Escalation chains Create tiered support:
  1. Tier 1: Frontline support (15 seconds)
  2. Tier 2: Senior support (15 seconds)
  3. Tier 3: Managers (10 seconds)
  4. Final: Voicemail or forward

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Managing availability

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User availability factors

Team members won’t ring if they have:
  • Do Not Disturb enabled
  • Away status set
  • Work schedule outside hours
  • Muted notifications for the number
  • Active call on another line, if the Only ring if not already on another call setting is turned on for that ring users step
When the first person in a ring group is unavailable, the system automatically moves to the next available person without waiting.

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Troubleshooting missed rings

If team members aren’t receiving calls:
  1. Check status settings
    • Verify Do Not Disturb is off
    • Confirm status shows available
    • Review work schedule settings
  2. Verify number access
    • Ensure user has access to shared number
    • Check they haven’t muted notifications
    • Confirm no call forwarding conflicts
  3. Test ring order
    • Make test calls to verify routing
    • Check each group receives calls
    • Adjust durations if needed

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FAQs

Ring groups dial team members according to the ring order type you choose for that step. You can also turn on Only ring if not already on another call to skip busy team members automatically, so calls route to the next available person instead of triggering call waiting.
Quo offers four ring order types: all at once, in random batches, custom ring groups, and single user.Skipping busy team members works with all at once, random batches, and custom ring groups. It’s off by default. Turn it on for each ring users step where you want it.
Up to 100 team members can share a single Quo number and be included in ring groups, and custom ring groups can be configured with any subset of these users.With custom ring groups, you can also set a different ring duration for each group. Individual users within the same group share that group’s duration.
If all users in all configured ring groups don’t answer within their designated time, the call moves to the next step in your call flow (typically voicemail or forwarding).
Calls ring on all your signed-in devices (mobile, desktop, web) unless you mute notifications or set Do Not Disturb.You can exclude yourself temporarily by enabling Do Not Disturb, setting away status, or muting the specific number. Admins can also remove your access to a shared number.
The system randomly assigns users to batches for each call, ensuring even distribution over time. No user is permanently in the first or last batch.
Not directly, but you can use business hours to route to different call flows with different ring group configurations for various times.
There’s no limit on how many calls can ring at the same time on one Quo number, they’re routed according to your active call flow.Team members can only be on one call at a time. If they’re on a call when another comes in, they’ll see a call waiting notification but can’t answer while already active.If you’ve turned on Only ring if not already on another call for that ring users step, they won’t see that notification at all. The call skips them and rings the next available person instead.
A missed call appears in your shared inbox, and you’ll see the reason: “You were on another call.” Other members of the shared inbox can see that you missed a call, but not why.