External Call Forwarding is Bad or Impossible

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I'm in the U.S. on an Office Premium plan. We're going to be sending out mailers with a contact number on them that needs to reach one of our staff. He's happy to use his personal phone, but would rather not have his personal number publicized in this way. Easy work around right? Get a RingCentral number and externally forward it to his phone for the duration of the program. Turn off the forwarding and his phone goes back to normal. Except you can't do this in RingCentral.

The only way to perform automatic forwarding is apparently by first forwarding the number to a user extension (which must not be on DnD) and then unconditionally forwarding it to an external number. The reasoning behind this is beyond me. My staff have flexible hours and use DnD to send calls to voicemail when they're unavailable. I can't have a user sitting available 24/7. External forwarding should be possible directly from the number. RingCentral knows this, because they ask us to forward numbers from other carriers for various reasons.

So far as I can tell this is an intentional omission in what I can only guess is an attempt to force people to buy more services (add users) or otherwise try to keep people 'in house'. RingCentral engineering team, please tell me why I'm wrong on this and how I can do normal number forwarding like other carriers do.
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Steven van Doorn

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Posted 9 months ago

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Michel, Champion

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You are partially correct - but rather than forward a phone line to an extension, you assign it to a user extension (no cost for user extensions).  Then you setup all the call handling / forwarding options that you want within the user extensions.

We kind of think of the RC call handling programming in user extensions as being like a programming profile that you can setup as you require and then apply it to any line number that you want handled in the way you setup - then you have the flexibility to assign several numbers to the same user extension or you can also assign several user extensions to a single phone line (via a call queue), and thus have a lot of options.

Primarily, what you want to do won't cost extra for the user extension and it puts you in total control of how and when you want the call forwarding to work.  You could even setup a voicemail box for after hours and / or when the user does not answer their private cell phone,
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Steven van Doorn

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I appreciate this a lot. Thank you. I've got it set up now with a user extension as you described. I was not aware that I could create a device-less user free of charge. I'm still annoyed that the customer support person I talked to couldn't help me with this, but I'm glad it's working now.