Allow Users to Forward Calls to other Extensions

  • 1
  • 1
  • Idea
  • Updated 2 months ago
I need users (or an admin for that matter) to be able to forward their extension to another extension or internal number.  I know it is possible to forward to another phone in the user portal, but that will only ring the phone.  If the person receiving the forwarded call is not at their desk phone, but is taking calls on the mobile app or unified desktop app, they won't get the call (my entire company is working from home right now and none have desk phones with them).

I spoke to a very helpful customer service rep who helped me create a workaround, but it involved creating two custom rules and a call queue.  All just to forward one extension to another.

I was admin at a previous company where we used Jive VOIP, and it was a breeze to forward any number or extension to any other extension.  Phone numbers were not inextricably tied to a physical phone like they are in RC.  With two clicks in the admin portal I could redirect any number anywhere I needed.  The Find Me/Follow Me features in the end user portal were flexible and easy to forward whether it was internal or external, extension or phone number.  RingCentral prohibits internal forwarding to extensions or numbers for some reason.  This seems like basic functionality for a cloud based phone system.
Photo of Mike Ingebretson

Mike Ingebretson

  • 108 Points 100 badge 2x thumb
  • frustrated

Posted 2 months ago

  • 1
  • 1
Photo of Steve Noyes

Steve Noyes

  • 144 Points 100 badge 2x thumb
Ring Central seems to be very hesitant in accepting suggestions for improvement from this forum! You mentioned Jive. How would you compare Jive to R.C.? I am currently a Ting Central customer and we are considering switching, but I am not sure where to go?

Photo of Mike Ingebretson

Mike Ingebretson

  • 108 Points 100 badge 2x thumb
There are a lot of trade-offs between the two.  Jive does some things better, and RingCentral does other things better.  Jive is much better at call routing, changing users and phones around, the admin portal is easier to navigate and they have a fantastic visual dial plan editor for building complicated call routing rules.  Jive is more flexible overall.  RingCentral seems to be further along in their infrastructure development than Jive, it just feels like they've been doing it longer.  SMS and faxing is better implemented on RC, and the mobile and desktop apps are much better.  Jive charges $15 to change a caller ID and requires a form to be filled out, while in RC, the end user can change their own caller ID.  Jive sort of integrates with LogMeIn/GoToMeeing, RC does a great job integrating with Zoom.  Jive users can easily edit speed dials, presence, etc. for their desk phones from their user portal.  With Jive you can hot desk to any phone with a couple of key presses whether a user is assigned to it or not.  RC requires you to have a dedicated hot desk phone, somewhat defeating the purpose.

I could probably go on, but overall I'm glad we're at RingCentral.
(Edited)