Question About Extensions

Question

Quick question from a newbie who has little clue what’ flying here,

I’m currently transitioning from Unitel and want to confirm whether our previous phone setup can be replicated here.

With Unitel, we had 2 actual phone lines and an auto receptionist with options/extensions 1–5. We also had what I would describe as internal extensions (e.g., 101, 102, 103).

These internal extensions did not require separate phone lines. Each could have its own voicemail box, call recording, and call-forwarding settings. Calls could be routed to these extensions either directly through the main phone system or when someone selected one of the 1–5 auto-receptionist options and the initial call was not answered.

During onboarding, I was told that we may need a separate line for each of these internal extensions. Is that necessary, or can we set it up similarly to Unitel, where we maintain only 2 main phone lines but have multiple internal extensions with their own voicemail, recording, and forwarding capabilities?

Additionally, one of my employees mentioned a beeping sound throughout the call, anyone else have that? It was on their end, not the customers

Mary-Community_Moderator · Accepted Answer

Hi ​@Motty,Here is the quick breakdown of your setup, mobile call costs, and the beeping issue:1. Replicating Your Unitel SetupMain Phone Lines: Keep your 2 main business numbers assigned to your Auto-Receptionist (IVR Menu).Internal Extensions: Create basic user extensions (Ext. 101, 102, 103, etc.) for options 1–5. Each extension includes its own voicemail box, call recording, and call-forwarding rules without needing a separate direct phone number.Why Onboarding Advised Extra Lines: Digital Lines are only needed if users require individual, direct outbound/inbound phone numbers. If they only answer routed calls from the main menu, basic extensions are sufficient.2. Mobile Calls & Incoming Charges: Pros & ConsForwarding incoming calls to an employee's personal mobile number vs. using the RingCentral Mobile App impacts costs and usability:Option A: Forwarding to Personal Mobile Number (PSTN)Pros: Works anywhere with standard cell service; no app installation required.Cons: Generates extra usage/minute charges on your RingCentral account for forwarded calls; carrier airtime/roaming fees may apply; outbound calls display the personal cell number.Option B: Using the RingCentral Mobile App (Data/Wi-Fi)Pros: No minute or forwarding charges for inbound calls; displays company business caller ID on outbound calls; full access to transfers and voicemail.Cons: Requires a stable Wi-Fi or cellular data connection (4G/5G).To switch to app-based routing: Log into the RingCentral Admin Portal > Users > User List > Call Handling & Forwarding, and set calls to ring the RingCentral App directly instead of an external 10-digit number.3. The Beeping SoundThe periodic beeping sound is the Call Recording Notification Tone playing every 15–30 seconds to alert the internal user that the call is being recorded.Fix: In the Admin Portal, go to Phone System > Auto-Receptionist > General Settings > Call Recording to adjust or turn off the Recording Tone / Beep Notification.If this resolution helped solve your issue, please mark this comment as the best answer!

1. Replicating Your Unitel Setup

2. Mobile Calls & Incoming Charges: Pros & Cons

Option A: Forwarding to Personal Mobile Number (PSTN)

Option B: Using the RingCentral Mobile App (Data/Wi-Fi)

3. The Beeping Sound

1. Replicating Your Unitel Setup

2. Mobile Calls & Incoming Charges: Pros & Cons

Option A: Forwarding to Personal Mobile Number (PSTN)

Option B: Using the RingCentral Mobile App (Data/Wi-Fi)

3. The Beeping Sound

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