Idea

Are these two numbers under a call queue, auto-receptionist, or in a user extension? 

Both are virtual user numbers with extensions.

Hi  Shout Point,

Can you provide a few more details please?  I made this a private message so it can only be seen you yourself, Kim, and I.   

I see there's currently just one Group set up, but there are extensions for what appear to be various support teams?    Can you explain how you want the forwarding to work and include the Group name(s) and extension names/numbers so we can understand the flow you are looking for?   I am wondering if your other extensions, should actually be set up as other groups? I'll wait for your clarification. 

Mike

Hello Mike:

I just wanted to let you know I am working on your request for more information.  I should have those details to you in a day or two.  Does the editor in this forum allow attachments?  I don't see that function in the editor tool ribbon, but maybe I don't have all the tools activated.  

I would like to convey the information through a simple process flow diagram to ensure clarity on how our RC account is configured and map what we are trying to do.

Thanks,

Wayne
email address: wayne.finehout@shoutpoint.com

Attachments can not be made to these threads, but you can post screenshots.

Mike, here is the additional detail you requested.  I provide some background information to provide context on what I am explaining.   

Our company hours are set as M F from 05:00 to 18:00 Pacific with all other hours considered as after hours.

Referring to Figure 1 below, we have two support groups our Support team with 9 members (Call Tree #1) and our Development team which consists of 7 members (Call Tree #2).  We have some overlap of members between the two call trees.



Referring to Figure 2 below: We have six active extensions with four of those extensions having virtual numbers in our Users set (#s 1, 2 5 & 6).  Our primary Company Number (A)  (949-309-2821) is attached to the Tech Support user at extension 3 (#4).  During company hours, the callers who dial this number are prompted to press 0 to leave a message (captured at B) or to press 1 to ring a support person (C).  The support person contacted is in Call Tree # 1.

The information in this paragraph may not be relevant to what we want to do, but I provide it so that you understand why we have a Tech Support 2 extension (Figure 2 above).  Calls after-hours coming into our main support number (A above) are unconditionally forwarded to a call service center outside of Ring Central.  We route such calls through Tech Support 2 (5 above).  We had to create this additional extension because the phone company supporting our after-hours call center does not accept numbers with the prefix we add during company hours to identify calls as support calls to our personnel in Call Tree 1.  We add this prefix as many of these people use their private phones to accept support calls and we needed a way to differentiate support calls from personal. 

We use an advanced call handling rule to divide our company hours into a morning routing and into an afternoon routing using variations of Call Tree 1 between the two rule sets (Figure 3 below).

So all of the preceding is the background information.  The following is what we want to do.

We have two users, Connectel and IQ Services (1 & 2 in Figure 2 above).  What we are trying to do is to route calls coming to these numbers to Call Tree #1 during company hours and to Call Tree #2 after-hours.  The 10 number limit in the call forwarding setup does not allow us to include all users to create the full call flow. 

It seemed that the easiest way around this limitation would be to forward calls coming through the Connectel and IQ Services numbers to our support number.  That way, the morning and afternoon call handling rules would apply for calls coming in during company hours.  We could add an advanced rule set to Connectel and IQ routing after-hours calls to our Call Tree # 2 group that would be natively associated with Connectel and IQ. 

The Ring Central system does not allow us to forward calls from one number internal to Ring Central to another number that is also internal to Ring Central.  My request / suggestion was to eliminate that limitation (if possible) so that we can transfer calls from one Ring Central number to another.  If that cannot be done, allowing more than one set of call forwarding trees to be assigned to a number would also suffice.  Another possible solution (and maybe this would be the easiest) is to increase the limit to the call forward tree from 10 numbers to 20.

Mike, I hope this clarifies things and provides you with a better idea of what we are trying to accomplish.  Thank you for your attention on this matter.  It is important for Shoutpoint that we find a way to create the call routing we want during the time frames desired.

If it would be easier to discuss, feel free to call me at 562-299-9288.  I am mostly available weekdays at this number from 1 PM to 6 PM Pacific time.

I took a look at your account setup and I show you have a 0 DL account. It seems you primarily use our system to route calls externally.  I spoke with Tier 3 and they advised that this is not how our system is designed to work.  

Instead of creating advanced rules on the extensions, I suggest using call queues for your setup instead. 

Queue 1: Morning Hours
Queue 2: Afternoon Hours

or

1-  Queue 1: Connectel  (can be routed to Ext 2)
2- Extension:  IQ Services

You are correct, the system does not allow you to forward numbers the way you are requesting...manually forwarding one number to another... and this is for a specific reason. This causes loops in the back end that tie up resources. Our engineering team has purposely set this limitation up to protect the integrity of our routing and eliminate these loops.   If you had a DL, then the forward would be allowed. 

Look at it this way...suppose you have two mirrors facing eachother and you point a laser pointer at one.  The laser will bounce back and forth between the two mirrors.  This is similar to what you are asking about doing.  You cannot forward Extension 1 that is forwarded to X number of people forwarded to Extension 2 that is also forwarded. The loop in this routing is what causes issues. 

At this time I asked Tier 3 to increase your limit from 10 to 20, however please understand that this is a rare thing that is approved due to certain limitations and we strongly suggest getting with your sales rep to inquire about

Thank you both for the information.  I'll look through the document links provided and see if I can accomplish what we need by using call queues.  Also, thanks for expanding our call forward option from 10 to 20.  That will help me get the routing I want while I work through the proper way to configure our routing.

Looks like the Call Queue option will work.  I have set it up on one of our clients and the test results came through as desired.  

Thank you for the suggestion.