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Important note: This feature is available in Preview for select customers.

Table of Contents

• Overview
• Why Ringing Preference Matters
• Ringing Modes
• Key Capabilities
• How Ringing Preference Interacts with Call Forwarding
• Common User Scenarios
• User Configuration Path
• Notes for Administrators

Overview

Ringing Preference is a user-configurable capability that allows control over how incoming calls are distributed across their devices when they have multiple endpoints assigned to them. Whether users are equipped with a Conversations app on their laptop and a SIP device (such as a desk phone, softphone on desktop, or mobile softphone), or any combination of devices, Ringing Preference enables them to choose whether calls ring on all devices at once (Simultaneously) or one device after another (Sequentially). 

This capability helps users manage interruptions, optimize their workflow, and stay connected on the devices that matter most to their work.

Why Ringing Preference Matters

Modern work is flexible. Individuals might start their day at the office with a phone and laptop, then move to a conference room, work from home, or travel. Devices change, location changes, and availability shifts throughout the day. 

Without Ringing Preference, all devices would ring every time a call arrives, thus creating unnecessary noise, distraction, and complexity in the workplace. By enabling Ringing Preference, users control their work experience and manage availability in ways that suit individual work patterns.

Ringing Modes

Simultaneous Ringing

All registered devices ring at the same time when a call arrives. Users can answer from whichever device is closest or most convenient. Once they pick up on one device, the others stop ringing.

Recommended for: Users who move between devices frequently, want the fastest possible answer, or prefer the simplest configuration. This is also the system default if a user does not explicitly configure a preference.

Sequential Ringing

Devices ring in a defined order—one at a time. The primary device rings first for a user-defined timeout (e.g., 20 seconds). If not answered, the secondary device rings for its configured timeout (e.g., 15 seconds). If still unanswered, the call may forward based on Call Forwarding settings configured by the administrator.

Recommended for: Users who have a clear preference for one device, want to minimize distractions in their work environment, or want to prioritize their primary device. This mode is particularly useful for users working in shared office spaces or those with distinct primary and backup work locations.

Key Capabilities

• User Self-Service: Users can configure and change their ringing preference independently in Conversations Settings without requiring administrator intervention. This reduces support burden and enables users to adapt to changing work circumstances immediately.
• Per-Device Timeouts: In Sequential mode, users can set custom ring timeouts for each device in 1-second increments (10–60 seconds), providing granular control over how calls are distributed.
• Applies to UC Incoming Calls: Ringing Preference applies to UC calls arriving on a user’s extension or dedicated PSTN line, including internal extensions, external PSTN calls, and transferred calls. It does not apply to contact center queue-delivered calls.
• Integration with Call Forwarding: Ringing Preference works in coordination with Call Forwarding rules configured by administrators. If the call isn’t answered from any device within the configured timeouts, Call Forwarding rules take over and route calls to the appropriate destination (e.g., voicemail, a colleague, or another line).
• Default Behavior: If users do not explicitly configure a ringing preference, the system defaults to Simultaneously Ringing, ensuring calls always ring across all registered devices.

How Ringing Preference Interacts with Call Forwarding

Ringing Preference and Call Forwarding work together to create a complete call handling strategy:

• Ringing Preference (User-Configured): Determines how a user's devices ring when a call arrives and in what order/timing.
• Call Forwarding (User or Administrator Configured): Determines where a call goes if the call is declined, not answered within the configured timeouts, or the user is unavailable. When a Call Waiting notification is declined or unanswered, Call Forwarding rules apply to route the incoming call to the configured destination.

As an administrator, understanding this interaction is important for setting expectations with users and configuring appropriate call coverage policies. When you configure Call Forwarding policies (e.g., Call Forward No Answer (CFNA) with extended ring timeouts), they work in conjunction with each user's Ringing Preference setting.

Simultaneous Ringing with Call Forwarding

When users select Simultaneous Ringing, all registered devices ring at the same time. Call Forwarding rules apply based on user presence status and call handling (answer, reject, or no answer).

*Applicable when Call Waiting is disabled.

Sequential Ringing with Call Forwarding

When users select Sequential Ringing, the primary device rings first. If not answered within the user-configured timeout, the secondary device rings. Call Forwarding rules apply based on user presence status and call handling.

Important Information: User-configured timeouts determine when CFNA is triggered, not the administrator-configured CFNA timer alone.

Example: A user configures Sequential Ringing (primary device for 20 seconds, secondary device for 15 seconds). The administrator configures a Site-level Call Forward No Answer (CFNA) to send unanswered calls to voicemail after 30 seconds. When a call arrives:

1. The user's primary device rings for 20 seconds
2. If not answered, the secondary device rings for 15 seconds
3. If still not answered after 35 seconds total, the call forwards to voicemail per the administrator's CFNA policy

This demonstrates how user-level device management and administrator-level forwarding policies complement each other to ensure comprehensive call coverage.

Common User Scenarios

As an administrator, understanding these common user scenarios can help you educate employees about Ringing Preference and provide recommendations based on their work style:

Scenario 1: Desk-Based Worker
Employees who work primarily at a physical desk with a desk phone and laptop for email and collaboration often benefit from Sequential Ringing. They typically configure their desk phone as primary (60-second timeout) and the Conversations app as secondary (20-second timeout). This ensures calls prioritize their main work device, and if they step away from their desk, calls automatically ring on their laptop after the timeout expires.

Scenario 2: Remote Worker
Employees working from home where their laptop is their primary work hub often prefer Sequential Ringing with their Conversations app as primary (25-second timeout) and a SIP softphone as backup (15-second timeout). This ensures calls reach them on their main work interface first, with a quick fallback to a secondary device if they don't answer immediately.

Scenario 3: Mobile Professional
Employees who are constantly moving between meetings, offices, and locations often benefit from Simultaneously Ringing. This mode allows calls to reach them on any available device immediately, and they can answer from their laptop, headset, or phone—whichever is at hand—without missing important communications.

Scenario 4: Focus-Time Users
Some employees need deep focus periods during certain hours and may configure Sequential Ringing with their Conversations app as primary (locally muted on their device to avoid audio notifications) so calls still reach them but won't create audible interruptions. Secondary devices or Call Forwarding rules can still handle escalations if needed.

User Configuration Path

Accessing Ringing Preferences:

1. Open Conversations -> Click Profile [1] menu -> Select Conversations Settings [2]
2. Navigate to Ringing Preferences [3]

Configuring Simultaneously Ringing:

3. Users select the Simultaneously Ringing [4] option to have all registered devices ring at the same time when a call arrives
4. Users can select or deselect specific devices from the available list to control which registered devices will ring

Configuring Sequential Ringing

5. Users select the Sequential Ringing [6] option to enable one-at-a-time ringing across their devices
   1. Users click and drag devices [7] to establish their preferred ringing order
   2. Users configure the Ringing Timeout [8] for each device in seconds (10 - 60 sec)

Note: If the sum of ringing timeouts across all selected devices is reached without the user answering, the call will automatically route to the Call Forward No Answer destination configured by the administrator (if enabled). In Sequential mode, user-configured timeouts determine when CFNA is triggered, not the administrator’s configured CFNA timer alone.

6. The configured settings take effect immediately for all subsequent incoming calls. Users can modify their preference at any time without administrator assistance.

Notes for Administrators

• Self-service, no setup required: Ringing Preference is enabled automatically for users with multiple devices (up to 2 endpoints: Conversations app and/or SIP devices). Users set it themselves in Conversations Settings, and changes apply immediately to the next call. Consider guiding users on which mode suits their work style and how it interacts with your Call Forwarding policies.
• Single-device users: With only one device registered, all calls ring on that device regardless of preference.
• Applies to UC calls only: It covers all calls to a user’s extension or dedicated PSTN line, whether the user is logged in, offline, or on the move. ACD contact center calls follow separate routing rules and are not affected.
• Local muting takes precedence: A device that is locally muted won’t ring, whatever the preference. Ringing Preference only controls which devices ring when they’re set to alert.
• Works with Call Waiting: Ringing Preference determines how a second incoming call is delivered during an active call, alongside the Call Waiting setting you configure at the Site or user level.