​​​@Susan2153262010  Your question was answered by Ben in the AMA webinar, skip to 39:00 in the recording.

• Overflow is available to only RingEX Advanced and Ultra - Share link: RingCentral | Flexible Plans & Pricing Starts at $20/month
• Share link on how to setup call queue overflow: Intro to the RingCentral call queue overflow feature
• IVR setup for external transfer: https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html?brand=RC_US&product=RingEX&language=en_US#:~:text=click%20Save.-,External%20Transfer,-%3A%20Routes%20the%20caller
• Call logs - Viewing and managing your call history in the RingCentral app and Admin Portal

Hi Mary,

We are currently on the Advanced plan which is allowing us to transfer calls to an external number.  My issue is that every call that is transferred to the external number is showing as abandoned on the Performance Report in Analytics.  The Call Log shows as connected.

Thank you

Hi @Susan2153262010 I have updated the Support team regarding who is currently working on your case.

Thank you, Mary.  I have yet to hear from anyone on this yet.

Hey @Susan2153262010 I apologize for the ongoing lack of communication from them, despite my repeated follow-ups on your behalf. I'll check with them one final time and ensure that they reach out to you directly.