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jameso-hare asked mary-community-moderator edited

Custom Answering Rules - How to Format Phone Number with Extension

We need to route incoming calls from a particular number with an extension. What is the RingCentral standard for entering in the phone number. This is not only for enabling these rules, but also so that we can keep our data consistent with our SFDC org. I'm having troubling finding documentation on this issue. 

For example, I need to forward a call from (800) 555-1212 Extension 101 to our Sales Queue. How would I enter this number in to route based on the caller ID phone number? Would it be 8005551212#101, or 8085551212.101, or is there another format that we should follow?

Thanks,

James
call forwarding
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bettercoffee12789 avatar image
bettercoffee12789 answered
I concur; definitive documentation on this kind of number/extension formatting would be a big help!

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jameso-hare answered
This should apply to both; any calling number that has an extension. In this particular case, an outside number with an extension calling via an unknown carrier. 
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bob-robinson3288 answered
I'm not familiar with the designation you are referencing, but in RingCentral I would set that up as a Call Queue, not a direct user, especially if 101 is only for the sales queue calls.
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tom-franciosi3602 avatar image
tom-franciosi3602 answered
Is the calling number and ext a RingCentral one or outside number?
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jameso-hare answered michel5476 commented
I'm just looking for the format used for numbers with extensions when creating call handling rules.

I've tried using [Phone number + # + Extension], [Phone Number + . + Extension], and [Phone Number + e + Extension}. Using (800) 555-1212e101 passes as a valid phone number but is cleaned to 180055512123101, so I'm not confident the format is [ Phone Number + 3 + Extension], but if there is documentation or someone who could validate this, that's fine with me.


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Did you try (800) 555-1212*101 or +18005551212*101?
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You can try anything you want, but it will not work.  Caller ID number does NOT include extension numbers.  See my explanation below.

What you are looking for is an additional custom rule filter option that filters on Caller ID NAME in addition to the caller id number - this does not exist in RingCentral custom rules yet.
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michel5476 answered
The answer to your question is that you cannot include extension numbers in custom rules because they are not included as part of the calling number.  You may see it on your call display sometimes because the caller has their extension programmed to display as part of their caller ID Name text.  This is just a caller ID restriction, not a ring central issue.
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tom-franciosi3602 avatar image
tom-franciosi3602 answered
The extension information would have to be included in the Caller ID passed by the caller's phone system and carrier.  I don't think that data is there for an outside call.  For a caller inside RingCentral...maybe.

Just so I understand the full scope of what you want; are you stating that when a call comes from (800) 555-1212, extension 101 goes to sale, extension 201 goes to payroll, any other extension would go to a receptionist?  

You could consider using an IVR tree.
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