01/02/17 19:55 PM  

Forwarding Calls to your non-RingCentral Voicemail

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SummaryHow do I forward calls to my personal voicemail box?
Details
Each extension on the RingCentral account has its own Voicemail system. Each user can access voicemail messages from every RingCentral-enabled device or app, inluding your deskphone, email, mobile device, desktop app, and RingCentral online account.

However, there are cases when users prefer to use their own voicemail system. RingCentral Users can set their extension to forward calls to a non-RingCentral number, and have that forwarding number take the voice message. When the non-RingCentral number takes the voice message, the voicemail is stored in that number's mailbox provided by its carrier, which is an advantage if the User has limited access to the Internet.

This article explains how Users and Administrators can forward calls to their personal voicemail box by configuring their RingCentral online accounts. Click any of the links below your corresponding role to learn more.

Users (can only view and change their own extension's settings)

• Forward Business and After Hours calls to your non-RingCentral phone's voicemail
Forward calls to your non-RingCentral voicemail using Advanced Rules

Administrators (can view and change the settings of another User in the account)

Forward a User's Business and After Hours calls to a non-RingCentral phone's voicemail
Forward a User's calls to a non-RingCentral voicemail using Advanced Rules


Forward Business and After Hours calls to your non-RingCentral phone's voicemail

Step 1:

Log in as a User to your RingCentral Online Account.

Step 2:

Click Settings.

User-added image

Step 3:

Click Call Handling & Forwarding.

User-added image

Step 4:

Determine whether this condition will be applicable during User Hours (Business Hours)After Hours or 24/7 (24 hours / 7 days a week). You can also set Advanced Rules for forwarding your calls to your personal mailbox. For information on how to set your extension's hours of operation, click here

User Hours (Business Hours)


Step 1:

Click User Hours.

User-added image

Step 2:

Decide how you want RingCentral to handle your incoming calls. If you want your calls to be forwarded to the RingCentral desktop app and mobile app before forwarding to your desk phone and forwarding numbers, click Desktop apps & Smartphones, make sure to turn it On, and then click Save. You can also set the number of seconds your RingCentral desktop app or mobile app will be notified of an incoming call by setting the seconds before forwarding begins, where 5 seconds is approximately equivalent to 1 ring.

User-added image

NOTE: If you want your calls to be forwarded straight to your desk phone and forwarding numbers, you can set the Notify my Desktop app and Smartphone to Off.

Step 3: 

Enter your forwarding number, turn the Active switch On (Blue), and then set the number of rings to maximum (75 secs).

User-added image

IMPORTANT: The following parameters should be observed when using this set-up:

• If you have 2 or more forwarding numbers, and the phones are set to ring Sequentially (in the order specified), the forwarding number you chose to save your voice messages should be the last to ring.

• If you have 2 or more forwarding numbers, and the phones are set to ring Simultaneously (all at the same time), the forwarding number you chose to save your voice messages should have the maximum number of rings (75 secs), while the rest of the forwarding numbers should be kept at minimum.

• The number of rings set on the forwarding number should be greater than the number of rings it requires before it takes the voice message. This is to make sure that the forwarding number's mailbox will pick up the call before the number of rings on RingCentral runs out. Example: If your phone is supposed to ring 4 times before it takes the voicemail, then the number of rings on RingCentral should be set to 25 seconds or higher. This is assuming that 1 ring is approximately equivalent to 5 seconds.

• RingCentral by default plays an announcement when a call is forwarded to your home or mobile phone to help you identify how you should answer the phone, especially if you use the phone for both business and personal use. Make sure to set the Play announcement before connecting to Never. The reason why it should be set to Never is because when this is enabled, RingCentral will require you to press 1 to accept the forwarded call. If there's no action, the caller will be routed to the extension's mailbox to leave a message, and the message will be saved in the RingCentral User's mailbox. By setting the Play announcement before connecting to Never, we are making sure that your phone's mailbox will be able to pick up the call without prompts.

• You can save your voice messages in 1 location at a time. You need to choose where to save your voice messages; in your RingCentral extension's mailbox, or your personal device (landline / mobile phone). 

After Hours

Step 1: 

Click After Hours.

User-added image

Step 2: 

You have 2 options for forwarding calls to a non-RingCentral mailbox: 

       • Forward Calls

Select this option if you want to forward the call to multiple phone numbers in a specific order or simultaneously, and have your greeting settings apply. The set up for this one is the same with the Business Hours, as discussed on this link.

User-added image

    • Unconditional Forwarding

Select this option if you want to forward the call to a different phone number immediately. This option is good when you want the call to go directly to your personal voicemail when you don't pick-up, because it bypasses RingCentral's call handling rules. To set it up, select Unconditional Forwarding under After Hours, enter the Phone Number to forward calls to, and then click Save.

IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

User-added image

Advanced Rules

This section allows you to create rules based on the following:

Date and/or Time rules apply based on a time of the day and week every week, or on a specific date range.

Caller ID rules apply to calls coming from specific phone numbers. You can create a list of phone numbers to be used for this setting. (Numbers selected must be using Caller ID).

Called Number rules are based on the phone number your clients dialed; for example, a phone number you are using for a customer promotion campaign.

IMPORTANT: Custom Answering Rules are applied before the Business Hours and After Hours rules.

Date and/or Time

Step 1: 

Click Advanced.

User-added image

Step 2: 

Click Add Rule.

User-added image

Step 3: 

Enter the Name for the rule and then select Date and/or Time. Click Next.

User-added image

Step 4: 

Select when this rule should be active. 

Specific Date Range
Weekly Schedule

Specific Date Range - allows you to handle calls differently for holidays, vacation, or other specific dates.

Step 1: 

On Specific Date Range, set the Date when the rule should be applied. Click Add.

User-added image

Step 2: 

Click Next.

User-added image

Step 3: 

Review the Conditions Summary, and when everything is good, click Next.

User-added image

NOTE: You can click User-added image to edit the rule conditions. 

Step 4:

Select Unconditional Forwarding, enter the phone number to forward the calls to, and then click Done.

User-added image 

IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

Weekly Schedule - allows you to handle calls a certain way on the same days and times each week.

Step 1: 

Select Weekly Schedule, set the Day and Time when the rule should be applied, and then click Next.

User-added image

NOTE: Clicking on User-added image copies the selected Day and Time from the top to the rest of the week.

Step 2: 

Review the Conditions Summary, and when everything is good, click Next.

User-added image

NOTE: You can click User-added image to edit the rule conditions.

Step 3: 

Select Unconditional Forwarding, enter the phone number to forward the calls to, and then click Done.

User-added image

IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

• Caller ID


Step 1: 

Click Advanced.

User-added image

Step 2: 

Click Add Rule.

User-added image

Step 3: 

Enter the Name for the rule, and then select Caller ID. Click Next.

User-added image

Step 4: 

Type the phone number to use. You can use a partial number, such as just the area code. Contacts from your address book can also be found by simply starting to type their names or numbers. Click Add.

User-added image

Step 5: 

Click Next.

User-added image

NOTE: You can click User-added image to edit the rule conditions on the next screen, and then click Next to continue.


Step 6: 

Select Unconditional Forwarding, enter the phone number to forward the calls to,and then click Done.

User-added image

IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

Back to Advanced Rules

Called Number

This rule is applied 24 hours a day / 7 days a week to all callers who will dial your selected number.

Step 1: 

Click Advanced.

User-added image

Step 2: 

Click Add Rule.

User-added image

Step 3: 

Enter the Name for the rule, and then select Called Number. Click Next.

User-added image

Step 4: 

The rule is activated when callers dial the selected number. Select those numbers you want to handle with this custom rule, and then click Next.

User-added image

Step 5: 

Click Next.

User-added image

NOTE: You can click User-added image to edit the rule conditions.


Step 6: 

Select Unconditional Forwarding, enter the phone number to forward the calls to,and then click Done.

User-added image

IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

Back to Advanced Rules

Administrators

Forward a User's Business or After Hours Calls to a non-RingCentral phone's Voicemail

To forward an extension's voice mail to a non-RingCentral voicemail system, follow the steps below:

Step 1:

Log in as an Administrator to your RingCentral Online Account.

Step 2:

Click Users.

User-added image

Step 3:

Click the name of the user or extension where you want to add a forwarding number.
In this example, we will select Julie Smith.

AdmPortal - Users - Select a user or extension

Step 4:

Click Call Handling & Forwarding.

User-added image

Step 5:

Determine whether this condition will be applicable during User Hours (Business Hours)After Hours or 24/7 (24 hours / 7 days a week). You can also set Advanced Rules for forwarding calls to the User's personal mailbox. For information on how to set a User's hours of operation, click here

User Hours (Business Hours)

Step 1:

Click User Hours.

User-added image

Step 2:

Decide how you want RingCentral to handle the User's incoming calls. If you want the calls to be forwarded to the User's RingCentral desktop app and mobile app before forwarding to the User's desk phone and forwarding numbers, click Desktop apps & Smartphones, make sure to turn it On, and then click Save. You can also set the number of seconds the RingCentral desktop app or mobile app will be notified of an incoming call by setting the seconds before forwarding begins, where 5 seconds is approximately equivalent to 1 ring.

User-added image

NOTE: If you want the calls to be forwarded straight to the User's desk phone and forwarding numbers, you can set the Notify my Desktop app and Smartphone to Off.

Step 3: 

Enter the User's forwarding number, turn the Active switch On (Blue), and then set the number of rings to maximum (75 secs).

User-added image

IMPORTANT: The following parameters should be observed when using this set-up:

• If the User has 2 or more forwarding numbers, and the phones are set to ring Sequentially (in the order specified), the forwarding number you chose to save the voice messages should be the last to ring.

• If the User has 2 or more forwarding numbers, and the phones are set to ring Simultaneously (all at the same time), the forwarding number you chose to save the voice messages should have the maximum number of rings (75 secs), while the rest of the forwarding numbers should be kept at minimum.

• The number of rings set on the forwarding number should be greater than the number of rings it requires before it takes the voice message. This is to make sure that the forwarding number's mailbox will pick up the call before the number of rings on RingCentral runs out. Example: If the User's phone is supposed to ring 4 times before it takes the voicemail, then the number of rings on RingCentral should be set to 25 seconds or higher. This is assuming that 1 ring is approximately equivalent to 5 seconds.

• RingCentral by default plays an announcement when a call is forwarded to a User's home or mobile phone to help the User identify how they should answer the phone, especially if the User's phone is being used for both business and personal calls. Make sure to set the Play announcement before connecting to Never. The reason why it should be set to Never is because when this is enabled, RingCentral will require the User to press 1 to accept the forwarded call. If there's no action, the caller will be routed to the extension's mailbox to leave a message, and the message will be saved in the RingCentral User's mailbox. By setting the Play announcement before connecting to Never, we are making sure that the User's personal mailbox will be able to pick up the call without prompts.

• A User can save the voice messages in 1 location at a time. You need to choose where to save the voice messages; in the RingCentral User's extension mailbox, or the User's personal device (landline / mobile phone). 

After Hours

Step 1: 

Click After Hours.

User-added image

Step 2: 

You have 2 options for forwarding calls to a non-RingCentral mailbox: 


    • Forward Calls

Select this option if you want to forward the call to multiple phone numbers in a specific order or simultaneously, and have your greeting settings apply. The set up for this one is the same with the Business Hours, as discussed on this link.

User-added image

    • Unconditional Forwarding

Select this option if you want to forward the call to a different phone number immediately. This option is good when you want the call to go directly to your personal voicemail when the User doesn't pick-up, because it bypasses RingCentral's call handling rules. To set it up, select Unconditional Forwarding under After Hours, enter the Phone Number to forward calls to, and then click Save.

User-added image
IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

Advanced Rules

This section allows you to create rules based on the following:

Date and/or Time rules apply based on a time of the day and week every week, or on a specific date range.

Caller ID rules apply to calls coming from specific phone numbers. You can create a list of phone numbers to be used for this setting. (Numbers selected must be using Caller ID).

Called Number rules are based on the phone number your clients dialed; for example, a phone number you are using for a customer promotion campaign.

IMPORTANT: Custom Answering Rules are applied before the Business Hours and After Hours rules.

Date and/or Time

Step 1: 

Click Advanced.

User-added image

Step 2: 

Click Add Rule.

User-added image

Step 3: 

Enter the Name for the rule, and then select Date and/or Time. Click Next.

User-added image

Step 4: 

Select when this rule should be active. 

Specific Date Range
Weekly Schedule

Specific Date Range - allows the User to handle calls differently for holidays, vacation, or other specific dates.

Step 1: 

Select Specific Date Range, and then set the Date when the rule should be applied. Click Add.

User-added image

Step 2: 

Click Next.

User-added image

Step 3: 

Review the Conditions Summary, and when everything is good, click Next.

User-added image

NOTE: You can click User-added image to edit the rule conditions. 

Step 4:

Select Unconditional Forwarding, enter the phone number to forward the calls to, and then click Done.

User-added image 

IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

Weekly Schedule - allows the User to handle calls a certain way on the same days and times each week.

Step 1: 

Select Weekly Schedule, set the Day and Time when the rule should be applied, and then click Next.

User-added image

NOTE: Clicking on User-added image copies the selected Day and Time from the top to the rest of the week.

Step 2: 

Review the Conditions Summary, and when everything is good, click Next.

User-added image

NOTE: You can click User-added image to edit the rule conditions.

Step 3: 

Select Unconditional Forwarding, enter the phone number to forward the calls to, and then click Done.

User-added image

IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

Back to Advanced Rules

Caller ID

Step 1: 

Click Advanced.

User-added image

Step 2: 

Click Add Rule.

User-added image

Step 3: 

Enter the Name for the rule, and then select Caller ID. Click Next.

User-added image

Step 4: 

Type the phone number to use. You can use a partial number, such as just the area code. Contacts from the User's address book can also be found by simply starting to type their names or numbers. Click Add.

User-added image

Step 5: 

Click Next.

User-added image

NOTE: You can click User-added image to edit the rule conditions on the next screen, and then click Next to continue.

Step 6: 

Select Unconditional Forwarding, enter the phone number to forward the calls to,and then click Done.

User-added image

IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

Back to Advanced Rules

Called Number

This rule is applied 24 hours a day / 7 days a week to all callers who will dial the selected number.

Step 1: 

Click Advanced.

User-added image

Step 2: 

Click Add Rule.

User-added image

Step 3: 

Enter the Name for the rule, and then select Called Number. Click Next.

User-added image

Step 4: 

The rule is activated when callers dial the selected number. Select those numbers you want to handle with this custom rule, and then click Next.

User-added image

Step 5: 

Click Next.

User-added image

NOTE: You can click User-added image to edit the rule conditions.

Step 6: 

Select Unconditional Forwarding, enter the phone number to forward the calls to,and then click Done.

User-added image

IMPORTANT: Since Unconditional Forwarding bypasses RingCentral's Call Handling Rules, the voicemail storage is dependent on how the forwarding number is set up. If the forwarding number only allows to save up to 10 voice messages, the succeeding callers will most likely hear the message saying "mailbox is full". If the forwarding number does not have a voicemail setup, the callers will not be able to leave a message.

Back to Advanced Rules

 Incoming Call Information

The Incoming Call Information settings can be found in the User's Call Handling & Forwarding settings. 

User-added image

RingCentral by default plays an announcement when a call is forwarded to a User's home or mobile phone to help the User identify how they should answer the phone, especially if the User's phone is being used for both business and personal calls. When a call is forwarded from RingCentral to a User's forwarding number, the User hears an announcement that there is a call and is prompted to press 1 to accept the call. If the User fails to press 1 to accept the call or fails to enter an action, the call will be routed to the User's RingCentral mailbox. It is necessary to turn off Play announcement before connecting to allow the forwarding number's voice mail system to pick up the voicemail instead of RingCentral. To disable play announcement before connecting, follow the steps below:

Step 1: 

Under Play announcement before connecting, select Never.

User-added image

Step 2: 

You will see a warning that by selecting Never, you will no longer be able to identify if the call you are getting is from someone who dialed your number directly, or someone who dialed your RingCentral number and then forwarded to your personal number. Click Close.

User-added image

Step 3: 

Click Save.

User-added image



See Also:

Call Handling & Forwarding Overview
Managing your RingCentral Messages

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