Change user forwarding number

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:

1. From the Admin Portal, go to Users > User List.

2. Select the user you want to modify.

3. Navigate to Phone > Incoming Calls > Incoming Call Rules.

4. Check if the number is listed under the Forward all calls section.

5. 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.

For a guide that aligns more closely with the current interface, you can also refer to this article:
🔗 Incoming call handling settings for RingCentral users and admins | Admin Portal

Let us know if you need any further 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information I posted is still what is posted in the current instructions on the Ring Central website, it seems to be outdated and/or incorrect information.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!

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!