Reassign or forwarding a toll free number

  • 0
  • 1
  • Question
  • Updated 2 years ago
  • Answered
  • (Edited)
Does anyone know how to reassign or forward a toll free number?  We are outsourcing our customer service to a 3rd party contact center.  Attempted to contact RingCentral by creating a case, haven't received a response for the past week.  Tried Chat function but been on the chatbox for 30 minutes and does not look like anyone is coming online to help.  A bit surprised with customer service quality.  Not sure if everyone has similar experience as we do.  
Photo of Administrator RNA

Administrator RNA

  • 132 Points 100 badge 2x thumb

Posted 2 years ago

  • 0
  • 1
Photo of Jan Ferguson, Channel Partner

Jan Ferguson, Channel Partner, Champion

  • 31,796 Points 20k badge 2x thumb
If you want your toll-free number to call out to another service, use that service's number in the Call Forwarding menu. If you need it to transfer during certain days and/or times, you can create an Advanced Calling Rule to handle that situation.
Photo of Administrator RNA

Administrator RNA

  • 132 Points 100 badge 2x thumb
We need to permanently move that number to a third party.  Tried the call forwarding feature but it states that toll free number cannot be forwarded.  Screen shot attached.

(Edited)
Photo of Mike

Mike, Official Rep

  • 90,988 Points 50k badge 2x thumb
Your process looks slightly different because it looks like your 866 number is the main number on the account. Are you going to want the calls to your 866 number to be forwarded 24x7, or will there be times/hours/days you want to receive the calls in the RingCentral account? 

Also, I double checked and didn't see a case. I'm guessing it didn't actually get submitted. When you submit a case, the system offers you some Help Articles and asks you if the articles answered your question. If you click yes, it exits you out of the case.  The "no" option states "no... continue to open case".  It's confusing and I've submitted a request to have it reworded. 
(Edited)
Photo of Administrator RNA

Administrator RNA

  • 132 Points 100 badge 2x thumb
Mike, the 866 number will be transferred to another number 24/7.  Would appreciate it if you can let us know how to do this.  
Photo of Mike

Mike, Official Rep

  • 90,988 Points 50k badge 2x thumb
Under the Phone System tab select Auto Receptionist > Company Call Handling > Advanced.  

Set up an Advanced Rule based on the called number.  After you check the box below, you'll get a popup that allows you to select the 866 number. Click the Next button and you'll get to a screen with an option to Bypass greeting to go to extension.  In your case it will display the 101 extension. Go ahead and select that option.  Then go to the 101 user and enter forward the calls to that user to whatever the number is. 

(Edited)
Photo of Mike

Mike, Official Rep

  • 90,988 Points 50k badge 2x thumb
There are probably a few different ways this could be done. You are welcome to give us a call if you wish. That way it can be set up and tested over the phone to make sure it works the way you want. 

Mike
Photo of Administrator RNA

Administrator RNA

  • 132 Points 100 badge 2x thumb
Thanks Mike.  Will call the support number if this does not work out.