To configure how calls are routed to your team, go to Phone Settings at talk.ringover.com/ivrsettings.
There are three main ways to distribute calls among your users:
1. Simultaneous Distribution/Ringing (Ring All)
When a call comes in, all selected users' phones ring at the same time. The first person to pick up handles the call.
Best for: Small teams or departments where the priority is answering the customer as fast as possible.
Benefit: Minimizes wait times for your callers.
2. Sequential Distribution/Cascading ringing (In Order)
Calls follow a predefined list. The system rings the first person on the list; if they don’t answer within a few seconds, it moves to the second person, and so on.
Best for: "Tiered" support or sales. For example, your receptionist or junior rep handles the call first, and senior members act as "overflow" only if the first person is busy.
Benefit: Allows you to prioritize specific team members for incoming inquiries.
3. Sequential Distribution/Cascading ringing (Random)
The system randomly selects an available user to receive the call. If that user doesn't answer, it moves to another random available user.
Best for: Sales teams or support pools where you want to ensure a fair and even distribution of work among all employees.
Benefit: Prevents the same people at the top of a list from being overwhelmed while others receive no calls.