Call Queue: Forward to external number if no answer

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james-j asked Jun 24, '15 kim commented Nov 16, '15

Call Queue: Forward to external number if no answer

Our old service allowed us to forward to an external voicemail service if there was no answer on an extension or ring group. I cannot figure out how to do that with RingCentral.
I would want the ring group to ring for 20 seconds, then if no answer then unconditionally forward to the external number instead of the RingCentral voicemail.

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Answer 1 · 2015-06-24T16:40:23Z

ringcentral35 answered Jun 24, '15

If you already have a Ring Group, just add an additional phone number below (yellow arrow), adjust the proper ringing time and mark the sequential order at the bottom, do not forget to save.

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Answer 2 · 2015-06-24T16:45:37Z

james-j answered Jun 24, '15 james-j commented Aug 27, '15

Those settings are specific to a user extension. I have the Call Queue set up and I cannot add an external number to the queue. I even tried setting up a dummy extension that always forwards to an external number, but when I add it to the queue it still doesn't work.

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ringcentral35 commented · Jun 24, 2015 at 04:48 PM

That setting in the system, if you note the light blue square, means that is applied to a Ring Group. Since you mentioned the Ring Group, from my point of view works fine. I have personal preference for Ring Group instead Call Queue, for example, allows you to answer more than one call at the time (keeping on hold the first one), if you have a Call Queue, the extension shows busy.

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james-j commented · Jun 24, 2015 at 04:57 PM

I just tried similar and that doesn't work either...

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Answer 3 · 2015-06-24T16:54:31Z

mike answered Jun 24, '15

Hi James, the Call Queue won't allow you do do this. But, as Claudio mentioned above you can set up similar functionality using a RingGroup instead which will allow you to forward to an outside number. This works will unless you have more than 10 users in the group. This page shows how to set it up.

Customizing the Call Handling & Forwarding Feature Under User Hours (scroll about 1/2 way down the page)

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Answer 4 · 2015-06-25T15:39:45Z

james-j answered Jun 25, '15 mike commented Nov 27, '17

Mike, I tried a ring group (above), and it doesn't seem to work either... thoughts?

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mike commented · Jun 25, 2015 at 08:25 PM

James, can you tell what is happening to the call? Is it ending up in someones voicemail, or getting disconnected etc?

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Answer 5 · 2015-06-25T20:49:31Z

kim answered Jun 25, '15

James,

There are too many variables that matter & will make the difference in how this should be setup. Please contact Support directly for this question, so they can go over these and set this up best based on your account needs.

There are too many options here and we need more details.

1) do you have your queue set to ring it's users Simultaneoulsy or in fix order?
2) is the external number picked up by a person or by a recording?
3) How many users are in your queue?

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Answer 6 · 2015-11-15T16:09:56Z

michael-arndt1083 answered Nov 15, '15 kim commented Sep 14, '16

So I'm looking to do something like this as well. My office has two companies with separate call queues. If one company doesn't pickup I want it to ring over to a separate line so the other company can pickup and at least take their information.

Based on what I'm reading here I just need to setup a separate "overflow" extension and setup each user's extension to ring to the overflowing extension. Is that correct?

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kim commented · Nov 16, 2015 at 04:05 PM

Are the two companies on one account?

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michael-arndt1083 commented · Nov 16, 2015 at 08:06 PM

Yes.

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kim commented · Nov 16, 2015 at 08:11 PM

Ok. Then I recommend setting up two Virtual Extensions (I for each company) and just add them to each others call queues.

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