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tim-prine453 asked ·

Transfer call to external queue and voicemail

I'm having an issue and am unable to contact my usual RingCentral rep to see if he has any insight, so any assistance is appreciated.
I currently have two RingCentral accounts. On the first (primary) I have a call queue set up with 4 direct lines and an extension from my main number, all of which are set up to ring 5 phones in our Customer Support department.

The secondary account is a separate account a different support rep has been using to field questions, but we are trying to focus all support calls back to the primary support department.

The secondary account is currently set to forward calls to one of the primary account direct lines which is pointed at the call queue with a 75 second ring time.

The primary account call queue will accept the incoming forward, ring for 15 seconds, then return the call back to the secondary account. We don't have any visible settings set for this amount of time.

What we're trying to do is have calls to the secondary account ring to the primary account (for more than 15 seconds) and if they are not answered by the primary account then we want them to go to the voicemail of the call queue on the primary account, not the secondary.

Has anyone done this before and can provide any information on what I could be doing wrong or if this is even possible within RingCentral?
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kim answered ·
Tim - I'm not sure how you are going to transfer calls from one call queue on an account to another call queue on a different account, b/c for external calls you have to press 1 to connect the call.  

For the 2nd account, you can have the call go to a RingGroup setup on a virtual extension, but not to a call queue. 

You might be interested in RingCental Call Center (see Sales Rep for more details). As you sales rep if that fits your needs better.  
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