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ken12 avatar image
ken12 asked ·

Forwarded (non ported) line can only handle one call at a time.

We have a business number that RingCentral can't port.  When a guest calls this number it forwards to our RingCentral toll free line.  When one guest calls that number it will give a busy signal to any other guest that calls in.  We have the staff to answer many more calls but RingCentral says that there is no way for the line to not ring as busy when someone is on it.  They suggest we just get a new number (not so easy considering we've had it for 25 years).  I'm not sure where to start with this.  Any help is appreciated.
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danno avatar image
danno answered ·

Youd surprise how fast customers will start using a new number.  I had a client who changed their 15+ year old main number when the partners separated and created two separate companies.    We made the old main number a mailbox that informed callers of the new numbers.  In 90 days they had 1 call to the number in the next 60 days.  If you still want to forward the number, make sure that you order multiple paths through the carrier the number of paths equates to how many simultaneous conversation paths.  Depending on your carrier, it does cost more money.  Also, depending on where you are located and your knowledge of Ring Central there are other options that would inform the caller of the new number and allow them to press a TT key to transfer to your new number.

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kim avatar image
kim answered ·
Hello Ken, 

The limitation here is on the carrier forwarding the call...not on RingCentral's ability to receive.  Contact the carrier to see what other options you have to forward multiple calls. 

Kim 
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Thanks Kim and Danno.  I'll follow up with the carrier.  
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Ken, when we have this issue, we have our carrier make the line an "RCF" line with multiple paths. Sometimes carrier limit the number of "paths" you can have but usually we can add as many as we need which is usually the number of lines that were in hunt previously...
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