Minutes Usage on Forwarded Calls

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I use RingCentral ProPlus. I am a very small business owner. All of my incoming calls are forwarded to either my cell phone or a desk phone that is not on the RingCentral platform. I do not use the mobile or desktop app to receive incoming calls. I am finding that the minutes in my RingCentral plan are being used on these incoming forwarded calls. Is this normal? I was under the impression that forwarded calls are handed off to the forwarding number and, thus, my RingCentral minutes would not be used for such calls.

Was I wrong?
Is there a way to prevent my RingCentral minutes from being used on these incoming calls?
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GARNER

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Posted 2 years ago

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Brandon, Champion

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I would have to say you were wrong.  If you think about it, RC still has to place the call to your mobile number and therefore forwarded calls use your minutes up.  What about trying the mobile app?  It seems there would be no minutes since then your mobile would be just like your desk phone, an extension.

Maybe it doesn't work on the Pro plans though. Someone else may have to confirm or deny that.
(Edited)
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Nathan Malone, U.S. Tier 2 Support

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Hello Garner,

I can confirm what Brandon said. RingCentral is still involved in the call. We have to make the connection with the outside number, and then we remain as part of the call to keep your caller and you connected on whatever number you forwarded the call to.

It is normal and correct behavior that a forwarded call counts as minutes uses on your RingCentral account.
(Edited)
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Dave McNab

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Yet the website says:
Keep in mind that RingCentral does not double bill for domestic forwarded calls.
https://www.ringcentral.ca/pro/features/faq.html

Exactly what is meant by this claim please?
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Brandon, Champion

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I don't see that stated in the links, but I assume it means just what it says.  You would only pay per minute for one call and not both legs of a forwarded call as you might with a traditional PBX using two lines to forward a call.
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Dave McNab

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Thanks for responding.

Well it sure is there - under:
Purchasing Your Call Manager >  How are minutes used and how much do they cost? »

This suggests that RingCentral will not charge minutes on forwarded call. Otherwise there would be a  "double bill", one for the inbound minutes to RC and one for the inbound minutes on the phone number which ultimately receives the call if it is an external line e.g. cell phone. 

Yet the discussion above contradicts this. It sounds like the consumer pays for both the RC minutes and their local phone minutes on a forwarded call. So the consumer pays twice.

Perhaps what is meant by legs of a call might be what is unclear. No doubt telco people know what a leg of a call is but I dont. To me it is just connecting A to B, and I've never paid for call forward minutes before on voip service
(Edited)
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Saadet - Community Support, Official Rep

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Hey Dave,

Because there are variables when it comes to pricing and account usage, I would suggest contacting your account manager - they will be able to better assist you on this subject.