Welcome to the RingCentral Community

Make sure to review our Terms of Use and Community Guidelines.

Please note the community is currently under maintenance and is read-only.

Home » Users

how to add a call queue as a forward

Tags: call queues

Dec 9, 2019 at 3:11am • 1 replies • 0 likes

julie-sperritt

When a member of a call queue is called on their DDI and does not answer, I need the call to forward/divert to the call queue they are a member of.

However, I cannot add the call queue number into the call forward/handling section - I get the message "Forwarding phone number cannot be the same as your account number or any additional numbers."

How can I set this up?

UK account, 250 users, many call queues where this would be a useful (normal?) feature to ensure calls get answered by someone who can help the customer.

1 Answer

julie-sperritt answered on Dec 12, 2019 at 1:15am

Support have responded:
You have to disable the voicemail for a user in order to forward his/her unanswered DDI calls to a group. The steps are as follows:
1.) Go to User tab (select the user you want to edit).
2.) Select Messages and uncheck the box under "Take Messages"
3.) After unchecking the box there will be an option saying "How to handle missed calls" , on the drop down menu select "Connect directly to a group"
4.) You can now select the group where you want the calls to be forwarded.

A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

PRODUCTS
RingEX
Message
Video
Phone

OPEN ECOSYSTEM
Developer Platform
APIs
Integrated Apps
App Gallery
Developer support
Games and rewards

RESOURCES
Resource center
Blog
Product Releases
Accessibility

QUICK LINKS
App Download
RingCentral App login
Admin Portal Login
Contact Sales