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Call Forwarding Limitations

We have RingCentral Office Premium.  We have issues with the call forwarding limitations and are looking for work arounds.  We have various sales groups, one of which just exceeded 10 people. We use a combination of call queues and "dummy" extensions. The dummy extensions are simply forwarding out to the sales agents as a ring group.  Our preference is to ring agents simultaneously, fixed order and rotational do not work for us.  

We also have users that use a combination of hard phones (polycom vvx 410s or 310s) and the desktop app. It seems the system handles these as separate devices and forwarding numbers, as they come up separately on the "forward to other users list". Of the 10 forwarding slots, 3 are taken by work, home, and mobile.

RC changed the limit on our call queues from 10 to 25, however they indicated members of those call queues will now be limited to 2 forwarding numbers in call handling and forwarding.  Our Sales agents receive calls directly to their extensions and through the call queues or dummy/group extensions.  

We would like for the agents to be able to forward their extensions to the call queue, however it seems the system doesn't allow for this.  We tried adding a direct line, however we receive the error "Forwarding number can not be the same as your account number or additional number on your account".

It seems it should be possible to systematically forward to a call queue or group extension.  A call can be transferred to them.  We have also used a work around of having a voicemail greeting advise the caller to dial the group or queue extension, however a lot of callers don't listen to the message.  Looking for better solutions.

We would like to better understand why the limitations or find a solution..
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mike answered ·
I've reached out to your account manager. They should be getting in touch with you, as this would probably be easier to discuss over the phone. 

Mike 
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