08/31/18 23:27 PM  

Call Forwarding - Divert calls when phones are offline | RingCentral

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SummaryThe Call forward for an unreachable phone is a feature that automatically activates when all phones assigned to an extension User are offline. Calls going to the extension are automatically diverted to another extension or an external PSTN number. This article will guide users on how to enable the Call forward for unreachable phone feature on their account.
Details
 

Call Forwarding - Divert calls when phones are offline
(Call forward for unreachable phone)

 
 

Availability


• This feature is available to Ultimate and Premium plans, On-Demand. Contact support to enable this feature.

• Available for individual User Extension that have a desk phone and/or a RingCentral Phone Desktop App with an assigned Digital Line.  

• Available for Virtual Extensions that have Call Forwarding to desk phones and/or RingCentral Phone Desktop App with an assigned Digital Line.  

• Available for Shared Line Groups.

 

How it works


The Call forward for an unreachable phone option, when enabled, will allow calls to be forwarded when the user extension phone is unreachable. Most of the time, phones become unreachable in the event of an Internet or Network Outage. When triggered, calls to the affected User/Extension are forwarded to another User Extension or an external PSTN number. Once the Internet/Network is restored, incoming calls will automatically resume to ring the User's phone as usual. This feature can be enabled on all operational call handling rules (User/Business Hours, After Hours, Advanced Rules).
 
 

Conditions


•  If a User has multiple desk phones and Digital Lines, all of them MUST be unreachable to trigger this feature.

•  If a Virtual Extension forwards calls to other User phones, then this feature can be triggered ONLY if all the forwarding endpoints are unreachable.

• This option will not be usable if a User or Virtual Extension has call forwarding to any PSTN number.

• This feature will automatically be disabled (if already enabled) if you either enable the forwarding to "My Desktop & Mobile Apps" or enable forwarding to an external PSTN number.
 
  

Requirements


• Call Forwarding to "My Desktop & Mobile Apps" should be disabled or turned off.
--- When this requirement is not met, an error message "Please note that due to some technical particularities of the system Call Forward for unreachable phone will be turned OFF when Desktop & Mobile Apps is set to active in the Forwarding Numbers list." will appear when you attempt to enable Call Redirection and you will be unable to enable the Call forwarding for unreachable phone feature.

•  A User/Extension should have at least one (1) desk phone or a Digital Line in Call Handling.
--- When this requirement is not met, an error message Call Forward for unreachable phone can be enabled if you have call forwarding to desktop phone." will appear when you attempt to enable Call Redirection and you will be unable to enable the Call forwarding for unreachable phone feature.

•  A User should NOT have PSTN destination in Call forwarding.
--- When this requirement is not met, an error message "Please note that due to some technical particularities of the system Call Forward for unreachable phone will be turned OFF when PSTN number is set to Active in Forwarding Numbers list." will appear when you attempt to enable Call Redirection and you will be unable to enable the Call forwarding for unreachable phone feature.


 

How to enable Call forward for unreachable phone



For account Administrators configuring for another User, log into your RingCentral Online account then go to Users > Users list > Users With Extensions > select the name of the User, then proceed with the steps below.

For Users configuring their own settings, log into your RingCentral Online account, click Settings, proceed with the steps below.

 
1. Click Call Handling & Forwarding.

2. Under User Hours, click Edit under Call Forward for Unreachable Phone.

User-added image

3. The Call Forward for unreachable phone pop-up window will appear. Toggle the button on Call Redirection to enable.

4. When Call Redirection is enabled, you will be allowed to select the Call Forward Destination. Select Extension to divert calls to another User on the account, or select Other Number to divert calls to an external PSTN number. 

User-added image

5. Click Save.



 

Related Article

Call Forwarding - Set Call Forwarding for your Business hours | RingCentral

 
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