Hello, I am trying to change the number that is being used to transfer calls to for a user. They changed the phone and number they will be using. I see that the help instructions says:
To change the phone number calls are forwarded to, follow these steps:
1. Go to the Admin Portal: `https://service.ringcentral.com` and sign in. 2. Navigate to Users > User List. 3. Select the user you want to modify. 4. Go to Call Handling & Forwarding. 5. Under Forwarding Numbers, add or modify the numbers where calls should be forwarded. 6. Make sure to configure the rules for when calls should be forwarded. 7. Click Save.
However when I get to step 4 I am unable to find the Call Handling & Forwarding section they are referring to in the instructions. Can someone help me find this section?
Thank you
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Hi @dwstoddard,
It looks like the help instructions you’re following are from an older version of the admin portal and may no longer reflect the current interface.
You can follow the updated steps below to change the number used for call forwarding, and we've attached a screenshot as a visual guide:
From the Admin Portal, go to Users > User List.
Select the user you want to modify.
Navigate to Phone > Incoming Calls > Incoming Call Rules.
Check if the number is listed under the Forward all calls section.
If not, scroll further down to My Workday > Incoming Calls > Ring Settings — here you’ll find the list of forwarding numbers used by the user extension.
It seems you are correct in that even thought the information I posted is still what is posted in the current instructions on the Ring Central website, it seems to be outdated and/or incorrect information. It took a customer service rep and me about 45 minutes on the phone to find the correct solution.
Long story short, the solution for me was to go into the User tab, Users with Extensions, General tab, and change the Contact Number and Mobile Number for the user we wanted to change phones for. The key to getting the change to work was that the user had to log out of ALL apps and log ins on their computer. Then the Ring Central app was installed on the new phone and the user logged into that app on the new phone. This allowed the change to work. Then the app was deleted from the old phone. The calls are now redirected to the new phone number.
Thank you for your help!!!
Hi Crystal,
It seems you are correct in that even thought the information I posted is still what is posted in the current instructions on the Ring Central website, it seems to be outdated and/or incorrect information. It took a customer service rep and me about 45 minutes on the phone to find the correct solution.
Long story short, the solution for me was to go into the User tab, Users with Extensions, General tab, and change the Contact Number and Mobile Number for the user we wanted to change phones for. The key to getting the change to work was that the user had to log out of ALL apps and log ins on their computer. Then the Ring Central app was installed on the new phone and the user logged into that app on the new phone. This allowed the change to work. Then the app was deleted from the old phone. The calls are now redirected to the new phone number.
Thank you for your help!!!
Glad you got what you needed! I’ll work with @Crystal_ to make sure the content is updated!
Hi Crystal,
It seems you are correct in that even thought the information I posted is still what is posted in the current instructions on the Ring Central website, it seems to be outdated and/or incorrect information. It took a customer service rep and me about 45 minutes on the phone to find the correct solution.
Long story short, the solution for me was to go into the User tab, Users with Extensions, General tab, and change the Contact Number and Mobile Number for the user we wanted to change phones for. The key to getting the change to work was that the user had to log out of ALL apps and log ins on their computer. Then the Ring Central app was installed on the new phone and the user logged into that app on the new phone. This allowed the change to work. Then the app was deleted from the old phone. The calls are now redirected to the new phone number.
Thank you for your help!!!
Thanks so much for the update, and I’m glad to hear the issue was resolved! To help us improve the experience for others, could you please share the link to the article or guide you followed initially? We’d like to work with our internal team to review and update it accordingly. Your feedback is truly appreciated!
