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What is the best method to forward calls to other internal numbers?

Tags: call forwarding

Apr 19, 2019 at 11:32am • 3 replies • 0 likes

tim-falkins

My scenario: I need to forward calls coming in from certain 800#s to other internal numbers (ring groups) using custom routing logic.

What is the best method to use in my case? The Forward or Transfer method?

Additionally, both of those methods are marked under the Light usage plan. These 800#s will be called frequently and it's possible the Light usage plan might not allow enough calls to go through at peak times. What method should I use to route calls for this scenario?

3 Answers

tim-falkins answered on Apr 22, 2019 at 7:51am

Thanks. What about the error I provided in my second reply? The forward does seem to actually work, but the exception is thrown regardless.

Phong Vu answered on Apr 19, 2019 at 2:59pm

Hi Tim,

My understanding is that:

Forward = Is used in the case of a call is directly redirected to another number before the call was answered. Think about those forwarding rules.

Transfer:

1. Warm transfer is when a call was picked up and the agent calls another number then connects the call.

2. Blind transfer is when the case a call was picked up by an agent and the agent just transfers the call to another number w/o knowing if that number is available.

Regarding the rate limit, just test your app and graduate it then submit a support ticket for increasing the rate limit with your business justification. Our support engineers will evaluate your case and grant a higher rate accordingly.

tim-falkins answered on Apr 19, 2019 at 12:42pm

BTW, when I try the Forward method I get an error (although the forward does actually take place):

RingCentral.RestException: 'Response:
StatusCode: 403, ReasonPhrase: 'Forbidden', Version: 1.1, Content: System.Net.Http.StreamContent, Headers:
{
Connection: keep-alive
X-Rate-Limit-Group: light
X-Rate-Limit-Limit: 50
X-Rate-Limit-Remaining: 49
X-Rate-Limit-Window: 60
Date: Fri, 19 Apr 2019 19:37:38 GMT
Server: nginx
Content-Length: 123
Content-Type: application/json
}
Content: {
"errors" : [
{
"errorCode" : "TAS-106",
"message" : "Operation is not allowed"
}
]
}

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