I hope I can explain this in a way that makes sense:
We have a user who manages and makes calls for multiple offices. Is there a way to grant this 1 user access to several other phone numbers/accounts so that if someone in Office A is out, their calls automatically ring thru to our User and they can manage them? And if 5 people are out in 5 different offices, can their calls all can also be answered by our User?
We can’t create call queues for all of this and we know we can add users to accounts, but I am not sure how the call routing is handled in that situation.
These may be in cases where it’s only for an hour or multiple days, so to go in and set up forwarding each time, and to do this for multiple people would be too much to manage for one person (me).
Best answer by Mary-Community_Moderator
You may also want to try our Call Delegation Feature.
Call Delegation allows a "Manager" (your main user) to answer calls on behalf of other "Delegates" (the users in Office A, B, C, etc.). When a call comes to a Delegate's extension, it also rings the Manager. The Manager can see who the call is for and answer it.
How it works:
Setup: For each user in Office A, B, C, etc., who might be out, you would set your central "Manager" user as their Call Delegate. This is done in the Admin Portal.
Call Flow: When a call comes to, say, Office A's user's direct extension, that call will ring both Office A's user's devices and your central Manager user's devices (desktop app, desk phone).
Management: The Manager user gets a special notification indicating the call is for the Delegate. They can answer, transfer, or manage it as if it were the Delegate's phone.
Scalability: If multiple Delegates (from different offices) receive calls simultaneously, they will all ring the Manager user, who can answer them as needed.
Pros: Great for individual user coverage; Manager knows which delegate the call is for. Cons: Setup needs to be done for each individual Delegate.
Here are the KB articles related to Call Delegation:
It depends what you mean by a user being “out”, but this option is available to each RingEX user. The only catch is if the calls are reaching office A via a call queue, this won’t work, you’ll need to make this change in the queue setup. (Queue calls don’t forward based on member settings)
FWIW, we have lots of multi-layer queues for doing these sorts of things. 😀
It depends what you mean by a user being “out”, but this option is available to each RingEX user. The only catch is if the calls are reaching office A via a call queue, this won’t work, you’ll need to make this change in the queue setup. (Queue calls don’t forward based on member settings)
FWIW, we have lots of multi-layer queues for doing these sorts of things. 😀
You may also want to try our Call Delegation Feature.
Call Delegation allows a "Manager" (your main user) to answer calls on behalf of other "Delegates" (the users in Office A, B, C, etc.). When a call comes to a Delegate's extension, it also rings the Manager. The Manager can see who the call is for and answer it.
How it works:
Setup: For each user in Office A, B, C, etc., who might be out, you would set your central "Manager" user as their Call Delegate. This is done in the Admin Portal.
Call Flow: When a call comes to, say, Office A's user's direct extension, that call will ring both Office A's user's devices and your central Manager user's devices (desktop app, desk phone).
Management: The Manager user gets a special notification indicating the call is for the Delegate. They can answer, transfer, or manage it as if it were the Delegate's phone.
Scalability: If multiple Delegates (from different offices) receive calls simultaneously, they will all ring the Manager user, who can answer them as needed.
Pros: Great for individual user coverage; Manager knows which delegate the call is for. Cons: Setup needs to be done for each individual Delegate.
Here are the KB articles related to Call Delegation:
Could this not also be done via ‘Presence’ and the ‘Allow other extension to pick up my line’ settings?!?
Then on the one phone, have the other lines showing (or HUD for ease)
Just curious Mary.
Oh, that's a fantastic suggestion, and you're absolutely right to bring up 'Presence' (BLF) and 'Allow other extension to pick up my line' (Group Call Pickup/SLP)! Those are definitely brilliant tools in RingCentral's kit that can be options too!
So, I need to look more into this, but following the steps for a Delegated Line, I do not have that as an option under Phone System → Groups.
Reading the KB Article, the lines must have certain things turned on like Presence, etc…
Once I look into that and see what I need to do, then I can try it to see if it works in any of these ways.
Thanks so much for the update, and I'm really glad to hear that the suggestions and KB articles are proving to be helpful! You're right, RingCentral has a lot of powerful features, and the learning curve can be steep at first. You're doing a fantastic job of navigating it!
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