Ring Duration (FAQs)

What happens if my Department or Call Center has a custom ring duration but my Operators or Agents have their own, too?

We'll default to whichever ring duration is shortest — the Department or Call Center ring duration is set by an Admin, and Operators or Agents can choose a lower ring duration that takes precedence.

So let's say a Department's ring duration is 30 seconds but Operator A sets their own ring duration for 20 seconds. When a call comes into that Deptartment, Operator A will have the call ring out to them for 20 seconds while all other Operators will have the call ring out for the full 30 seconds unless they've also set a lower ring duration for themselves.

By using the same scenario, consider if Operator B set their ring duration to 35 seconds (longer than the Department's) and Operator C set their ring duration to 25 seconds (lower than the Department's). Callers would hear a ringback tone for 75 seconds. Operator A takes 20 seconds, Operator B takes 30 seconds since the Department's ring duration is lower than their own, and Operator C takes 25 seconds.

It applies to various call routing types available on a Department and a Call Center including longest idle, fixed order, and round robin as they send calls to Operators individually.

After I set my ring duration, it doesn't seem to be working — why?

Unfortunately, this feature can't be 100% accurate all of the time. We'll try our best to match the duration you have set, but for durations set to 10 seconds or 45 seconds, you may find that there are some bumps along the way.

In the case of 10 seconds, we may not always be able to keep the ring duration that short.

In the case of 45 seconds, your forwarding number's voicemail might pick up after 30 seconds.

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