Desktop App Receiving Multiple Extensions - How to Manually Forward Incoming Call to Mobile Phone

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I have my desktop Windows app setup to receive three different extensions: 1, 2 and 316.  I'm logged into the desktop app using extension 316, and I do receive calls for extension 1 and 2 as well, works great.  When I receive a call to extension 316, I can manually forward to my mobile phone.  But when an incoming caller presses for extension 1 or 2, the Forward button is disabled.

How can I manually forward when the incoming call is to extension 1 or 2 also?

BTW, this used to work for me, but lost the ability after one of the updates I believe.  (May have been some time ago, not the recent update.)

Thanks,
Joe A.
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joe.acunzo

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Posted 1 year ago

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Danno, Champion

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Have you tried making 1 and 2 presence keys (with ringing permission) to ext. 316?
(Edited)
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Danno, Champion

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You're right, it probably did work before they pushed out their update.  Your issues may be related to their new policy on (what they are calling) Mobile Users.  You might need to reach out to your RC rep and get their official answer.  I'm an end user - not an employee of RC. 
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Danno, Champion

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Here is the information email they sent out in June:

Why are you now charging for Mobile Users without a digital line?

Mobile Users without a digital line can make and receive calls and have access to many of the same capabilities as users with digital lines. These include RingCentral Glip, RingCentral Meetings, integrations and more. With this advanced functionality, these users have begun using the product the same way they would a digital line.

 

Consequently, Mobile Users using the system without a digital line will now be considered part of the total licensed users and will be charged based on their account’s current cost per digital line.

 

Will I be charged for using the Mobile App?

No. Mobile Users with a digital line are not affected, and can continue to use the Mobile App for no additional charge. This change only affects Mobile Only Users without a digital line.

 

When does this take effect?

Please refer to the email notification for the timing of this change for your account.

As of your June 2017 statement, Mobile Users using the system without a digital line will be considered part of the total licensed users and will be charged the same as users who have a digital line.

 

What will be the cost?

The cost for each Mobile User without a digital line will be the same as users who have a digital line. If you want to add digital lines for your Mobile Users at no additional cost (excluding taxes and fees), please contact your RingCentral account manager.

 

What are the benefits to Mobile Users of adding a digital line?

By adding a digital line, the Mobile User will get full access to RingCentral’s softphone (inbound and outbound) and the ability to use a desk phone if needed. If you are interested, please contact your account manager by calling 800-591-7973.

 

How do I know which Mobile Users without a digital line will be billed at any given time?

System administrators can log into their RingCentral account and see this information under the billing tab. Inactive Mobile Users without a digital line during any month will not be charged.


(Edited)
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joe.acunzo

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Danno, thanks for all of those details.  I don't even have a "Mobile Users History" section under my Service Plan.  However, I suspect you might be right that the fact they now bill for mobile users could be why I can no longer Forward those two extensions.  I should contact my RC rep as you suggest.  Thanks for all of your help.
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Danno, Champion

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Yeah, I have a couple accounts that have no mobile user activity while others have the activity.  They {RC} did say they were doing two phases.  So, I'm checking them each month.  But I agree, the update probably is the culprit.  You know the old saying "For every action there's an opposite and equal reaction"!  Good luck Joe!