- 21 Jun 2023
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Ring Duration FAQs
- Updated on 21 Jun 2023
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The content discusses frequently asked questions about ring tone and duration. If a department or contact center has a custom ring duration, and operators or agents also have their own, the shortest duration will be used. For example, if the department's ring duration is 30 seconds but an operator sets their own duration to 20 seconds, the call will ring out for 20 seconds for that operator and 30 seconds for others unless they have set a lower duration. The same applies to different call distribution methods. However, there may be some inaccuracies in matching the set duration, especially for durations of 10 seconds or 45 seconds. In the case of 10 seconds, the ring duration may not always be kept that short, and in the case of 45 seconds, the forwarding number's voicemail might pick up after 30 seconds.
Let's take a look at some frequently asked questions regarding ring tone and duration.
What happens if my Department or Contact 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 Contact 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 department, 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 Contact 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.