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How do I change the settings on a ring group?

Update the settings on a ring group as needed.
Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

If you're an admin who signs in at, these steps are for you.

Change ring group settings

Before you begin: You must be assigned the Admin or Super admin role to perform this task.
  1. Sign in to GoTo Admin.
  2. From Phone System > Ring Groups, select the group that needs changes made.
    Tip: Select Download Icon to export all the ring groups into a single file list.
  3. From the Overview tab, change the following:
    • Details: Select Edit to make changes to the name or extension number.
      Note: Some extension numbers are reserved. To learn which extension numbers are reserved for other functions, refer to Which extensions are reserved?
    • Devices: View which devices have this ring group assigned to them.
    • Associated Resources: Locates the ring group in the admin portal. Navigate to that resource directly to make changes.
  4. From the Members tab, change the following:
    • Direct Extensions: Select Add Line to choose which direct extensions (lines) you want to be part of this ring group. Hover over existing lines and select Trash Can Icon to remove them.
    • Phone Numbers: Select Add Phone Number to choose which phone numbers you want to receive calls made to this ring group. Hover over existing numbers and select Trash Can Icon to remove them.
  5. From the Settings tab, change the following:
    • General: Choose your general settings such as forwarding preferences, what callers hear while they wait, or if this ring group can receive faxes.
    • Call Recording: Choose your call recording preferences if recording is enabled on your system.
    • Voicemail: Choose your voicemail password and other settings such as your greeting and notification preferences.
    • Alternate Voicemail Box: Choose if you want to receive voicemails to a box other than the one attached to the ring group.
Tip: While on any tab in a ring group profile, you can Select three dots icon in the top-right to make changes to the overview page or delete the ring group. Use the breadcrumb on the top-left to go back to the main list or use the arrows to navigate each ring group's detail page.

PBX Administration (classic)

If you're an admin who signs in at, these steps are for you.

Change ring group settings

Below is a list of all the ring group settings and their descriptions.


Setting Description
Extension Number A unique three to six-digit number that makes the group dialable.
Name The name used to identify the group in the admin portal.
Omit from Directory — Optional Removes the group from all internal directories.
Omit from Auto Attendant Extension Dialing — Optional Removes the group from auto attendant extension dialing.
Setting Description
Ring Timeout Defines the number of seconds the call rings before going to voicemail.
Forwarding — Optional Controls how calls to the group are handled when a member has call forwarding enabled on their phone.
  • Follow Device Forwards: Any incoming calls to the group will be automatically routed to the member's forwarding destination, preventing other members from answering the call.
  • Ignore Forwarded Devices: Direct calls to the group will ignore any call forwarding; direct calls to members will still be forwarded.
Confirm Pickup — Optional Gives the option to dial 1 to accept an incoming call or 2 to send it to voicemail.
Tip: Confirm pickup is helpful when a ring group includes an external number in the group as it can interrupt the call. For example, when a cell phone is turned off, calls go straight to the cell phone's voicemail box. Without confirm pickup, the voicemail would answer the call and prematurely end the call. Enabling confirm pickup allows the call to continue to ring the group.
Ringback Controls whether callers hear ringing or hold music while waiting for the group to be answered.
Intercept Incoming Faxes — Optional Allows the group to accept incoming calls and faxes. To receive faxes, you must route a phone number to the group. Not available in Brazil and Mexico.
Note: You can only send faxes to a single email address. If you need to deliver your faxes to a group, use an email alias (e.g., or create an auto-forward rule in your email client.


Lists all the lines and external numbers that ring when the group is dialed.
Note: If you have Block Caller ID enabled on the phone number used to dial an external number in the group, the Caller ID will be blocked.


General Options
Setting Description
Time Zone Designates the time zone for the group.
Message Review — Optional Gives callers the option to press # to listen to their message and optionally re-record it.
Note: There is no prompt for callers to press # after recording their voicemail. Make sure to include these instructions in the voicemail greeting.
Escape to Operator — Optional Allows callers to press 0 to be transferred, rather than leaving a message.
Notification Options
Setting Description
Email Notifications — Optional Sends an email notification when a voicemail is received.
Attach Voicemail Message — Optional Includes an audio file of the voicemail with the email notification.
Delete Message After Sending — Optional Deletes the voicemail from the system after sending the email notification.
Note: Deletion is permanent (we cannot retrieve deleted messages) and will prevent voicemail management from a phone and GoTo Connect.
Voicemail Attachment Format Defines the audio file format attached to the email notification.
  • .wav49: Smallest file size, won’t play directly from browser (default).
  • .wav: Largest file size, more compatible with mobile devices.
  • .mp3: Smaller file size.
Email Address The recipient's email address.
Note: You can only send notifications to a single email address. To deliver notifications to a group, use an email alias (e.g., or create an auto-forward rule in your email client.
Tip: Use a specially formatted email address provided by your cell phone carrier to send notifications via text message (SMS). Check with your carrier for more details.
Privacy Options
Permanently deletes all voicemails for the group.
Message Retrieval Options
Setting Description
Say Message Timestamp — Optional System says the time the voicemail was received before playing the message.
Say Caller ID — Optional System says the caller’s phone number before playing the message.
Say Message Duration — Optional System says the duration of the message if it is longer than the specified threshold.
Outgoing Message Options
Voicemail Greeting Description
Busy Message — Optional Alternate greeting for use in a dial plan.
Unavailable Message — Optional Default and most common greeting used for a voicemail box.
Temporary Message — Optional When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.
Supported file types for upload:
  • .wav
  • .ulaw
  • .g722
  • .mp3
Note: Uploaded files should not exceed 150 MB.
Alternate Mailbox Options
Setting Description
Enable Alternate Mailbox — Optional Uses a shared mailbox for all voicemail messages and disables the group’s dedicated mailbox.

Voicemail Access

Note: These settings are different if the system permissions are set to use ACLs for voicemail (very uncommon).
Tip: Select Change Password to reset a group's voicemail password.


Before you can enable call recording, your remote storage must be set up.

Call Recording
Setting Description
Record Incoming Calls — Optional Enables recording of all incoming calls to this group. Recordings will be saved to your remote storage.
Note: If you enable call recording system-wide and on an individual line, ring group, or phone number; only one copy of call will be recorded.


Lists all devices and call flows using the group.