Ring Incoming Calls to Multiple Staff Members

Never miss an important enrollment inquiry again. Learn how to route incoming calls to multiple team members simultaneously, so the first available person can answer.

Why Ring Multiple Staff Members?

Your main enrollment line is critical to your childcare business. When prospective families call, you want someone to answer immediately. By routing calls to multiple staff members at once, you ensure faster response times and better family experiences.

The first person to answer connects with the caller — everyone else's phone stops ringing automatically.

How to Set Up Multi-Staff Call Routing

  1. Go to Settings → Phone Numbers
  2. Click the three dots next to the phone number you want to configure
  3. Select Edit Configuration
  4. Enable the Ring Incoming Call to Multiple Users checkbox
  5. Add up to 6 staff members to the field
  6. Click Save

[SCREENSHOT: Settings → Phone Numbers screen showing the three-dot menu and Edit Configuration option]

[SCREENSHOT: Phone number configuration modal with "Ring Incoming Call to Multiple Users" checkbox enabled and multiple staff members selected]

How Call Routing Works (Priority Order)

Enrollio routes incoming calls based on this priority:

  1. Automation/IVR: If an automation is set up, multi-staff routing does NOT apply
  2. Staff member linked to the phone number: Multi-staff routing works
  3. Staff member linked to the parent/family calling: Multi-staff routing works
  4. Forwarding number: Multi-staff routing works
  5. Business profile phone number: Multi-staff routing works

Choose Where Staff Receive Calls

Each team member can set their preferred device for receiving multi-staff calls:

  1. Go to Settings → My Staff
  2. Click Edit next to the staff member
  3. Go to Call & Voicemail Settings
  4. Set Default Channel for Ring All to their preferred option (mobile app, browser, desk phone, etc.)

[SCREENSHOT: My Staff → Edit user → Call & Voicemail Settings showing Default Channel for Ring All dropdown]

Pro Tip: Have your front desk staff set their preference to the Enrollio mobile app so they can answer calls even when away from their desk.

Frequently Asked Questions

How many staff members can receive calls simultaneously?

You can add up to 6 staff members. The first to answer connects with the caller — the rest automatically stop ringing.

What happens if someone declines the call?

The call continues ringing for everyone else. One person declining doesn't affect the others.

What if I have both a forwarding number AND multi-staff routing set up?

All destinations receive the call simultaneously. Whoever answers first gets connected to the family.

What if a phone number is already linked to a staff member I add to multi-staff routing?

That staff member receives the call based on their individual call forwarding preferences under Settings → My Staff → Call & Voicemail Settings. Their "Default Channel for Ring All" setting won't apply since they're already receiving the call as the assigned user.