Add external number (Virtual receptionist service) to Queue

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martin12345678 asked Feb 11, '19 christin-coles commented Jan 7, '20

Add external number (Virtual receptionist service) to Queue

I am looking at signing up for a virtual receptionist service to take calls when I am unable to instead of the call going to voicemail. I am in their trial period right now, but cannot seem to get it to work. Ideally, I want it to try me first, then if I don't pick up, it forwards the call to the external number which was assigned to me by the service.

I added a new user without a phone to my account and assigned that external number to them, then added that user to my queue. But the calls are not being sent to them when I don't pick up, it just tries me again.

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Answer 1 · 2019-02-11T20:08:54Z

michel5476 answered Feb 11, '19

HI Martin, I would keep it simple and not setup a separate extension for the reception service. Instead, you should have an extension already setup for your main phone number. In that extension's call handling just add the new reception number in the list of how to handle your calls. (eg. first ring your desktop and mobile app, then your cell phone, then your virtual-reception-service)

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Answer 2 · 2019-02-12T03:39:42Z

martin12345678 answered Feb 12, '19 jb-ferguson commented Nov 11, '19

That does not seem to work. I have team members with extensions. The main number goes to auto-receptionist and if the caller doesn't enter an extension number for one of us, it goes to the call queue, which is me and the other team members currently. I want to put the external number in as a queue member in case none of us are available to pick up. I put the external number as my second phone number to ring if I don't answer in 3 rings, but that did not work.

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jb-ferguson commented · Feb 12, 2019 at 04:35 PM

Martin,

I can definitely help you with exactly what you are looking to accomplish. If you send me contact information to jferguson@datasoftware.net I will contact you.

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Answer 3 · 2020-01-07T15:47:32Z

michel5476 answered Jan 7, '20 christin-coles commented Jan 7, '20

Hi Martin, if you haven't gotten this working yet - I would recommend you setup a new extension for the external number. Add the new extension to your call queue. Setup the extension to forward to the external number immediately (no message, etc.)

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atty-mark-kafantaris commented · Jan 07, 2020 at 04:02 PM

Thanks, Michel. I am aware of the Shared Lines feature but my RingCentral account rep tells me that it is only available if you have at least two lines and if those lines are in one location. Are they mistaken? BTW, if this is a service you can provide, I would be happy to discuss.

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christin-coles commented · Jan 07, 2020 at 04:55 PM

I understand Mark's issue. We are forced to pay for 2 additional lines since this feature is not available. I believe that the shared lines option still requires you to pay for the additional lines and then share them which leaves you with the same issue of having to pay for additional lines when you just need the same line on additional phones.
Some users are okay with the softphone (I am one of them) but there are some users (one of them the owner of the company) that need to have another desk phone.
He has major issues If he uses the softphone. Calls continuously get dropped or sound terrible when using the softphone.
This feature was available on our previous phone system. Really wish it was on RingCentral as well.

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