Hi Patti,

The unconditional forwarding is part of custom rule. In a custom rule, there is a custom answering rule where you need to enable "Called Number". Called Number rules are based on the phone number the caller dialed, not the dialed extension number. So when you dial main number and press the extension number, it will not follow the custom rule created. You need to create a new rule that dials the main number and press extension number and route to the unconditional forwarding.

HI Mary, the main company number + the user's extension is already in the list of all "Called Numbers" in the Unconditional call forwarding rule.

Is it possible to solve the case if someone calls directly "extension to extension" (from the Ring Central desktop or phone app) with 4-digit dialing? There is no main number dialed in that case.

Thanks

The solution is:

When editing the custom rule, on page 2, "Define Conditions", I removed the checks in the check boxes for Caller ID and Called Number (called number was previously selected with all numbers checked off). I then selected the check box for Date and/or Time and selected 24 hours for every day.

Now the voicemails of all calls, including 4-digit dialed calls, are being forwarded externally!

Problem solved by a great Ring Central phone support agent.