question

I am having trouble configuring our RingCentral system for call forwarding. We are a start-up and everyone is on cell phones. There are no desk/office phones and everyone's availability is all over the map. To ensure that callers don't get frustrated with the varying access to our Team I have set up everyone's Call Handling with a Routing Rule that sends all callers to that extensions voice mail box immediately and then sends email and SMS notifications to that users cell phone. This way all calls to an individual User or a User Group go right to voice mail. There is no direct access to anyone. This is our standard corporate config. The challenge I have is setting up a conditional direct access method to certain Users. In this case we have a Sales Promotion that requires that inbound callers be forwarded directly to the cell phones of a small group of Users who will answer questions and take orders. These callers need to get through. I can't seem to get this to work though. - I have tried setting up a Group with Queue Members. The call goes on hold but never rings the cell numbers of any of the Queue members (assuming this is because of the previously mentioned Routing Rule) - I have tried setting up a single User account and entering the cell phone numbers of each person I want direct access to in the Forward Calls section of Call Handling. Despite turning First Ring Smartphone and Softphone On and Off, and setting the # of Rings on each forwarded cell number from 2 to 4 all that ever happens is the system calls the first forwarded number only. It does not ring the second number. How can I set up this conditional direct access method in RingCentral? All suggestions, insights welcomed. Thanks! John