Unlink the "receive fax" option from the "take messages" option.

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I manage the telecommunications for a small Federal agency in the U.S. that has recently begun migrating all of our 60 offices, spread throughout the country, to RingCentral.  I just recently got done setting up a regional office in Philadelphia and ran into an issue with how we want the main line to function.  I will describe it as briefly and accurately as I can.

In our Philly location we set up a main line that will be used to contact the office by phone and to act as the main fax line.  We set up the main line as a softphone that is a presence on two other lines, the Admin Assistant's (admin's) and the Regional Directors (rd's) phones.  We have the admin's and the rd's lines set to monitor the main line and gave permission from the main line for the admin and rd to answer it's calls.  We had to have the main line forwarded to the rd's phone because no one will ever be logged into the main lines softphone, which would mean that it wouldn't ring anywhere.  So right now, everything is ringing properly.

The problem is that we want the main line to roll over to an IVR if the rd or admin does not answer the line.  To do that, we need to turn off the "take messages" option.  If we take off that option, then the main line will no longer receive faxes.  That is where we are at right now.  The  workaround given was to turn "take messages" back on, and leave a long message with instructions to enter the extension number to reach a certain employee.  

While that option will work, it takes away a powerful tool that we are paying for and would like to use, the IVR.  We have at least 15 different locations where we are going to have to settle for this "work around."  My suggestion is that you "unlink" the receive fax option from the "take messages" option so that we can use the IRV and receive faxes in this setup.  

An added bonus would be for the softphone to be able to be monitored from another line without being logged in or forwarded to another phone.  
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Jim Squires

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Posted 3 years ago

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