Forward Call Queue to 3rd party (answering service) after 1 minute

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  • Updated 2 years ago
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Customer service is very important to our company, but there are times when we are short staffed due to breaks, holidays and vacations.  In order to prevent one of our customers from holding longer than usual or being forced into voicemail, we have contracted with a 3rd party answering service and want to forward those calls to them instead.  This gives our client a live voice and an opportunity to speak with someone versus being sent to a voicemail or staying on hold. This is not available at this time, but there is an option in call queues to forward to voicemail after x minutes or play a message and disconnect.  We would like to option to forward to an external number (cell phone or 3rd party answering service).
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Eric Greene

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Posted 3 years ago

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Kim, Alum

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Eric - you can set up and Advanced Rule in your Call Queue for Answering Service and just log in and turn it ON when you need it.  

-You can create a Virtual Ext that fwds to the Answering Service and add that ext to the Rule. 
-Or You can set the Queue to Unconditionally Forward to the Answering Service. 
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Team Locksmith

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If you do this for say 30 out of 40 extensions, Do you need to make 30 rules and log in and turn each of them on and off?
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Mike, Official Rep

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Team Locksmith ,  Is your scenario the same as Eric described above?  If so, no, you won't have to do this for each user. You would set up the Advanced Rule one time under the Group instead of each user.  But, you would have to do as Kim stated and an Admin would need to log in and turn it on/off as needed. 
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None of these replies actually work becuase when you forward a call from the call queue to an external extension it will always ask the answering service to select 1 to accept the call.  Most answering services have a greeting when your call comes over and no one to press 1 to accept the call.  RingCentral needs to turn this feature off but there is no way to turn it off on the call queue.  They simply need a selection for never but they refuse to add it.  The customer service dept is clueless on this as well as there is currently no solution other than to look at as an alternative. I'll update this post once they provide a simple solution to their call queue. 

Dear RingCentral - just add an option to select Never on the call queue routing under incoming call information for call queue calls!!  
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We are a 24 hour answering service and we have several companies that use us for roll over calls including other RC users, all of our calls are answered by live operators that are trained and used to pressing one. This is not intended as an advertisement, just to let you know it can be done.