Are you saying:
A - another user
B - Kelly

Scenario:
A forwards to B
B tries to call A, B can’t be forwarded to B. so she hears “Sorry, we are unable to connect at this time”

This might be because a loop is created and B is calling herself basically. 



If a third user (C) calls A, then there is no loop and it should successfully connect to B as follows

C calls A and is forwarded to B


Nobody will be able to reach A, unless a custom rule is configured. Do you want A to be reachable by all internal users? and only external callers to be forwarded to B?

Yes, I need A reachable by all internal users. What custom rule should we try to configure in settings for user A to be reachable internally by all internal users? 

What we are trying to do is forward calls from another office to the main office. When an external call comes in, we need to place the external caller on park and call an internal user to let them know that there is a call on park for them. Or we need to just also need to be able to call each other internally even without an external caller on park. 

To achieve this you need to use a slightly backwards approach… it feels natural to forward all calls from A to B. And then to create a rule which allows internal calls. - this is technically not possible and won’t work (at least as of now)

Instead you need to do the following:
1. remove the call forward from A to B. → this will allow internal calls to reach A
2. Create a custom rule for A as follows:

• Rule name: whatever you like
• Condition: Calling me at (and select the direct number of A)
• Call handling when condition is met: Forward the call (select B)

This custom rule will take care of external callers.

Explaining why this works
External callers will call the phone number of A which will trigger the custom rule and they will get forwarded to B.

Internal callers will call the extension number of A. This is different from the phone number and hence will not trigger the custom rule. Internal callers will ring to A.

This should work, but you should test different scenarios:
- internal call to A
- transferring an external caller to A
- taking calls off of park.

Let me know if any issues.
 

Thank you for your prompt responses and the detailed information provided. Based on your suggestions, it seems we should focus on using the transfer feature and directly dialing internal extensions for internal communication, rather than relying on the park feature.

We’ll test the various scenarios you’ve outlined to determine the best approach for our needs. If any additional questions arise during this process, I will not hesitate to reach back out.

Thank you again for your assistance!

​@Problem Solver Thanks so much for assisting Kelly!
​@Kellyf02,  if the answer resolved your issue, please don't forget to mark it as the best solution. It helps others find helpful answers more easily!