User Settings: allow ext to be forwarded to call queue

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I would like to use the group feature, however we must have a way to where if no user answers the phone it will be forwarded to another number.  

Currently we have one main extension that rings the call to all the other numbers. If no one answers the call we can then forward the call to someone else.

Is this possible?  

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Posted 5 years ago

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RC-Installer, Champion

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Hi Ray, thinking of your issue here and I could only come up with one way to do this.  If you use a call queue and could select the Fixed Order in the call handling then at the end of the list if all agents are unavailable the system will move the call to the last extension which has a rule to forward out.  I use this setup in the case of doctors offices where they have an answering service ETC.

This will not work with the simultaneous or rotating as you could not control the call flow.  RC needs to add an option either in the rules or a "What happens if no members are available, send the call here....

not in the software yet.

Well, I have helped many people with these types of configuration issues so let me know if you want to engage to get this setup correctly


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Mike, Official Rep

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Thanks for helping out again Chuck,  This question keeps popping up so I've changed this to an "Idea" for our developers to review. Please click the "Like" button above and steer anyone else to this page that may also me interested in seeing this. 

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Thank you for the response and please let me know if/when this feature gets added. We really need all of our phones to ring at once, while still having a last option of call being forwarded to separate number.
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This reply was created from a merged topic originally titled User Settings: User Call Handling then Queue/Group.

It would be great to have incoming calls ring to a receptionist but if the receptionist isn't available ring through to a call queue. This feature would be a great benefit to small businesses like law groups and other small offices large enough to have a receptionist.
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We have a 100+ user Office Premium Account.  We utilize multi-level IVR and a combination of Call Queues, User Extensions as Call Queues and regular user extensions.  We primarily use simultaneous ringing as this allows for the quickest response. When a sales agent and member of a group is out of the office we want to forward their extension to the call queue they are a member of. Because we can not forward to call queues or user extensions, we have to re-create the queue members in the user's call forwarding and then create a ring group.  This is compounded by two things, 1-the limit of forwarding to 10 devices (several users utilize, hard phones and apps, which takes up multiple slots), 2-when the forwarding group is turned off, it is no longer available and needs to be created each time.

Please notify if/when any of these features becomes available:
- fowarding to Call Queues and/or user extensions/phone numbers on the account
- lifting the limit of ten devices in the forwarding
- allowing ring groups to remain or be saved, so they can easily be turned on or off 
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Scott McClannahan

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I would go one further and say you should allow a call cue to be forwarded to a call cue.  
Case in point - what happens if all my "sales" guys for a specific product are offline (or on holiday) and I need another call que to take those calls?  No way to do this right now, except "overflow" which isnt the same.
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David Clark

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Is there any progress on this feature? With the current Covid-19 situation, we desperately need to be able to forward a call from our call queue that is not answered by an agent.
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We are in need of this as well -- now more than ever for the same reason!