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ring-central-user1 asked ·

Issue: Unconditional Call Forwarding doesn't forward voicemails from calls dialed by 4-digit extension

If a user has unconditional call forwarding turned on, if a user calls from a 4 digit ring central extension, the voicemail is left in the Ring Central voicemail box, not the voicemail box on the extension phone listed under unconditional forwarding.

This is an issue for users who don't use app-based mobile phones (and don't use the Ring Central mobile app).

Ex. If someone calls that user at their 10 digit number, the voicemail is left on their mobile devices voicemail provider. If someone calls the user at their 4 digit number, the voicemail is left on their Ring Central voicemail box. That means it's possible for the user to miss voicemails, as not all are left on their mobile phone's voicemail provider.

Can Ring Central please fix the issue or rename "Unconditional forwarding" something else, as that is not actually accurate. Thanks for the help.

voicemailunconditional forwarding
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ring-central-user1 answered ·

The solution is:

When editing the custom rule, on page 2, "Define Conditions", I removed the checks in the check boxes for Caller ID and Called Number (called number was previously selected with all numbers checked off). I then selected the check box for Date and/or Time and selected 24 hours for every day.

Now the voicemails of all calls, including 4-digit dialed calls, are being forwarded externally!

Problem solved by a great Ring Central phone support agent.

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mary-community-moderator answered ·

Hi Patti,

The unconditional forwarding is part of custom rule. In a custom rule, there is a custom answering rule where you need to enable "Called Number". Called Number rules are based on the phone number the caller dialed, not the dialed extension number. So when you dial main number and press the extension number, it will not follow the custom rule created. You need to create a new rule that dials the main number and press extension number and route to the unconditional forwarding.

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HI Mary, the main company number + the user's extension is already in the list of all "Called Numbers" in the Unconditional call forwarding rule.

Is it possible to solve the case if someone calls directly "extension to extension" (from the Ring Central desktop or phone app) with 4-digit dialing? There is no main number dialed in that case.

Thanks

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