Desktop App: ability to Forward to Extension Number

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  • Updated 1 year ago
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According to the Knowledge base article, http://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/7271?retURL=, when you are using the desktop app for screening (pre-call mode), you can press 'Forward" and forward the call to an extension.  The only extensions listed though are mine (my work #, my cell, etc).  Dialing a different extension number on the account directly in the custom box causes the caller to hear "The destination you dialed is disabled for your account.  To have this enabled contact the administrator for your account."  I am the administrator, but can find no instruction how to enable this.  

The purpose of this Forward button in the User Guide is clearly stated to have the ability to forward to a more appropriate extension.  How do I do this?
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BRENNSKAG

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Posted 2 years ago

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Kim, Alum

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Thank you for your question and for providing the Knowledge Article for easy reference.

To Forward to another user, you would select Forward > Custom > then enter in the 10 digit number associated with the Ext. 

I will flip this thread from a Question to an Idea, so that others can Vote on it and it can be considered by our Product Team for implementation. 

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BRENNSKAG

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Kim, thanks for the reply.  It is very cumbersome to have to enter a 10-digit phone number!  Besides that, I would have to look it up!  I can't remember all the 10 digit phone numbers on my account,  but I can easily remember the extensions.  In the screenshot you included it shows' Mobile (303)' which you can select.  Is there a way to populate the list that pops up with the numbers associated with others' extension numbers?
(Edited)
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Kim, Alum

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I understand and think this is a great request.  I'll flip this to an Idea.  

That is pulled from your extension's Call Handling & Forwarding. 
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BRENNSKAG

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Kim, again thanks for the reply.  Just to clarify, I have tried adding other users phones in the call handling and forwarding for my extension.  However, they do not populate to the 'forward list' in the Desktop app, only my own numbers (work, mobile, desk phone) will appear.
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Kim, Alum

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These open slots to manually enter in numbers are only for External numbers. 
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BRENNSKAG

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Kim, once again...big thanks!  I was able to create a workaround.  There are basically only 3 extensions that I would be forwarding a call to from the Softphone App.  I entered these numbers as 'external' numbers in the Call Handling and Forwarding List and it worked!  The list within the Pre-Call Window to forward to includes these numbers.  Thank you so much!

P.S.  I have tested it and they do forward!
(Edited)
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Carolyn Melphy, Employee

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My OAH Client would like to forward messages to the global contact list noted in the account, but the platform only allows for forwarding to a personal list.   For ease of use and efficiency for users within a company access to the global list would be very helpful.   
(Edited)