Hi ​@eeickhoff,

In this scenario, there are a few factors we need to check to better understand the behavior:

  User call forwarding setup — How is each member’s forwarding configured? Are their calls set to forward directly to their mobile number only, or do they also have other devices enabled, such as the RingCentral desktop or mobile app, or a desk phone?
  Forwarding rules and ringing strategy — If a user has multiple endpoints (e.g., app, desk phone, external number), are they set to ring all at once or in a specific sequence? This can impact whether the external number is included when a call comes through the call queue.
  Call queue setup — How is the call queue configured? Specifically:

• How long does it ring each member before moving to the next member?
• Are members set to ring simultaneously or sequentially?

It’s important to note that calls routed through a call queue follow the queue’s rules and may not always trigger user-level forwarding the same way as direct calls to an individual extension. In many cases, forwarding settings configured at the user level (like forwarding to a personal cell phone) might not be applied when calls are received via the queue.

Thanks Mary!   Members have forwarding enabled for all calls to the external number -- no other endpoints are in the mix.

The call queue is configured to ring all members simultaneously.

You mention calls routed through a queue MAY not always trigger user-level forwarding ….  is there any documented criteria that determines when it will follow and when it won’t?   

​@eeickhoff 

"May not always trigger user-level forwarding the same way as direct calls to an individual extension."

Due to some of the scenarios mentioned above, I wanted to clarify exactly how your user forwarding and call queue settings are configured.

For instance, if a user’s forwarding is configured with multiple endpoints set to ring in sequence, they might experience issues receiving calls from the call queue on other endpoints — especially if the call queue is set to ring each member for only 5 seconds.

Based on what you described, the setup appears to be straightforward, I recommend raising this to our Support Team so they can perform further troubleshooting and testing to determine why calls coming from the call queue are not being forwarded to the external numbers.

It would also be helpful to review all settings in detail to ensure nothing is being overlooked.