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account3339 avatar image
account3339 asked mike answered

Soft Phone Users Removed from "Forward to other user" List

Why were softphone/Desktop App users removed from the list of "Forward to other users" under Call Handling and Forwarding on the new platform?  I realize that they can be entered manually with user name and direct dial number, but it is much more cumbersome and time consuming. It seems like an odd change to make. Would like to see it added back.
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mike avatar image
mike answered
This is a know issue and our team is working on adding it back already.  I'll update this thread when I have more info or it's resolved. 
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confidential4461 answered mike commented
I am not sure what changes have been made, but we are unable to forward any calls to any softphone with the exception of the one that was being forwarded to before you starting changing things.

Please take a deeper look at my account and let me know how to get our 800 number forwarded to other users so we can properly run our business again. 


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mike avatar image mike commented ·
Can you try this link to open a case and let me know if it does not work? 

this URL:  http://success.ringcentral.com/RCSupportPortalCreateNewCase
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billyoneal6827 avatar image
billyoneal6827 answered mike commented
Hi Mike,
We are experiencing this same issue.  Is this something we need to open a ticket with you guys for as well?
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mike avatar image mike commented ·
Billy, can you try this link to open a case? Let me know if it does not work? this URL:  http://success.ringcentral.com/RCSupportPortalCreateNewCase
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account3339 avatar image
account3339 answered mike commented
I was initially told the same and then later told it was coming back but may take 'til the end of the month.  It seems odd that each account or user would have to open a case. 
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mike avatar image mike commented ·
You don't necessarily have to open a case unless you need an update for when the fix is pushed out. 
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mike avatar image
mike answered
I just want to clarify... this issue does have a fix but it has to be pushed out but can't start for approximately a week +or-,a nd can take a couple weeks to complete for all users.  So although it's planned you wont' see the fix on your account just yet. 

Mike
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confidential4461 answered
This reply was created from a merged topic originally titled Forward to other uses phone button is missing. I cannot forward calls to other users phones. This button is no longer on the page. How do I forward the phones?

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billyoneal6827 avatar image
billyoneal6827 answered
This was the response I received from support:
The newest update to the website no longer allows forwarding to Softphones from ring groups or a user extension. We recommend setting up call queues which will allow the Softphones to ring.

Is this ability not coming back?  
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