Use EXISTING GROUP as a RING GROUP on an Individual Extension

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Here's the scenario:  A customer calls an individual sales person using their direct line.  They're unable to answer.  So I want the call to ring to a group of office admins.  If they are unable to answer I want the call to end up in the salesperson's voicemail.  That means that the salesperson's line needs to maintain control of the call.

The system currently allows you to create GROUPS that include individual extensions which have direct numbers.  HOWEVER, under Call Handling I am unable to specify an existing GROUP.

What is confusing is that it WILL allow me to select multiple individual users and create a RING GROUP out of them.  That's pretty much exactly what the existing group is.  So it makes no sense that I can create a custom ring group but I can NOT use a group that already exists!!!

I need the same group of phones to ring each time a salesperson cannot answer.  It makes NO sense to have to create an individual custom ring group for each individual extension.  What happens if an employee leaves, or we add a person, or someone changes roles???  Then we have to revisit EVERY extension and make the exact same change!!!  All that SHOULD be required is to edit the GROUP and have it reflect everywhere that group is used!

I understand that the GROUP has its own call handling...but so do all of the individual extensions in the custom ring group.  Please...PLEASE...fix this ASAP.  We need this implemented quickly!
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Justin Polburn

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  • VERY FRUSTRATED!!!

Posted 9 months ago

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Chris Duquette, Champion

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Try making a phantom extension and call it "Office Admins" put any and all phones you want to ring in it as a group. Go to each individual person and add that phantom extension into the call flow. This way you only have to make the "ring group" in 1 place and the forwarding is either on or off under individual users and you don't have to group a ton of phones together in a ton of single extensions. The messages should still stay with the original extension that was called.
 Hope that makes and sense is also able to help you out.
(Edited)
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Justin Polburn

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I will try and advise
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Justin Polburn

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How does one create a "Phantom Extension"?
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Saadet - Community Moderator, Official Rep

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Hahaha! 
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Justin Polburn

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Created the phantom extension, added the ring group to it, but RingCentral would not allow me to specify the phantom extension in the call handling for another extension.
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Saadet - Community Moderator, Official Rep

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Hey Justin, just tried it and I bet you the reason is because that Phantom Extension doesn't have a Digital Line associated with it. 
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Michel, Champion

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I have run into this situation in several different setups, and the solution does require the user extension to have a digital line (phone number) assigned to it, because you cannot transfer to a user extension in call-handling, you can only transfer to phone-numbers.  Note that if you add a phone number to the phantom user ext, you will get another full line charge on your bill.

The only method we have found for transferring to a user ext without a phone number is to turn-off-take-messages and then transfer to a group, this allows transferring to any extension.   This however looses control of the call and any voice-message is left in the phantom user ext  - which is not what you wanted.

Sorry, but I think you are stuck with your original request - "allow call-groups to be selected in call-handling sequence".
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Justin Polburn

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Agreed.
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Justin Polburn

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Tried some suggestions...but we're right back where we started.  RingCentral will let you create a "ring group" in the Call Handling for a particular user...but will NOT allow you to use an existing GROUP.

I've got a LOT of software development experience, and I know for certain this could be implemented very easily.  The functionality is already there...just needs to be modified to allow the members of "Groups" to be treated like a ring group when included as part of a call handling configuration.