Call Handling and Call Forwarding to an IVR

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I am trying to figure out how to have a user's call handling and call forwarding  sequentially  after calling that user's IP Phone or additional phones numbers, instead of going directly a voicemail to forward to a IVR.  Is this possible?  I tried using a number that is directly tied to an IVR and typed it as a forwarding number, but I got a message, which read, "This phone number cannot be the same as your account number or any additional numbers."  I got the same message again, when using the unconditional call forwarding in the after-hours section. If it is not possible, is there a workaround for this?
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Johnny Kearns

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Posted 4 years ago

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Mike, Official Rep

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Hi Johnny,   You can't actually forward back to the IVR as the error message states.  Can you describe to us the other details and maybe we can come up with a solution using advanced rules, or some other solution.  How many users do you have, what route or what do you want to happen with the caller instead of going to Voicemail? 
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Johnny Kearns

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Hi Mike, I have two VOIP users and three RC app or desktop users.  I have tried using the advanced rules to do a work around, but still I get an error message there too.   For that specific extension only, I want it to be routed to a special IVR, which I created, when the user is busy or for after hours.  I tried to just putting in the extension numbers in the call handling and call forwarding section, but that too seemed it didn't work.  How can we resolve this issue?
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Mike, Official Rep

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Hi Johnny,  If I understand your problem, I think you may have to add another line to accomplish this and move that user to the new line. However, when I look at your account I'm not 100% sure which line or extension you are dealing with. You may want to give us a call to explain more of the details.

Mike 
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Johnny Kearns

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Mike,  I am talking about extension #3, but I was thinking if I had a separate ring central account, to forward too, which would then forward it back to the number I have associated with the direct telephone number I have associated with extension #87.  If so, what would just a call-forwarding number on a separate account cost me?

Johnny
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Mike, Official Rep

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It will likely be cheaper to add another line, but it depends on which plan you need and how many minutes required etc.  For this it's probably best that you speak with one of our Sales reps and explain to them your needs and how you want to set this up so they can guide you in the right decision. 877-323-8684
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Jonathan Barbar

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Is there any way for a call to be routed first to an operator extension, then back to the Auto Receptionist or an IVR? I would prefer to have a live person answer the phone, but if they are not available, I would like the call to be automatically routed to the auto receptionist or a dial by name directory. Is this a possibility?
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Kim, Alum

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Jonathan - the receptionist can transfer the call into the IVR Menu (she just needs to know the IVR extension #). But there is not a way to automatically fwd the calls to the IVR/dial-by-name after the receptionist.
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Brooke Harper

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Thank you Kim for the info.
I really need the ability for an incoming call to be routed first to an operator extension, then to an IVR if the receptionist doesn't answer or is away? I think this would be very easy to implement by allowing call queues to have IVR extensions in them.  The IVR extension could be placed at the end of the sequential call queue with the receptionist at the beginning.  If anyone knows how to make this work please fill me in.
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ET

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I am trying to do this exact thing, the only solution I have found is to forward the call to an external number, then have it forward to the IVR directly. I would love to be able to do this withen the RingCentral system, and not rely on another vendor.
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Jim Strain

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OK so this is how you do it, you transfer the call into a new Call Group, name it say, IVR Overflow, create a Rule for that group to always forward calls to the IVR menu you wish the call to terminate on example  Call Group 604 always transfer calls to IVR 1003, by doing this you can also transfer from any call from any phone to 604 and the caller will be sent to IVR 1003
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Jim Strain

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oops this is 4 years old oh well
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Saadet - Community Support, Official Rep

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LOL! No worries :) ET just posted 3 days ago so hopefully this will help them out!