06/08/17 01:15 AM  

Customizing the Business Hours Call Handling and Call Forwarding of a User

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SummaryHow do I customize the Call Handling & Call Forwarding feature under User Hours?
Details

The Call Handling & Forwarding section in your online account allows you to set-up call routing rules for an extension. It offers flexibility on how you want your calls to be handled during business hours, after hours or multiple condition rules. This article will guide you on how to customize the User Hours (Business Hours) call handling settings of an extension. To do this, follow the steps below:

Accessing the Call Handling and Call Forwarding Section of your account

Users - can only view and edit their own extension's settings
• Accessing the Call Handling and Call Forwarding Section as a User 

Administrators - can view and edit another User's settings
• Accessing the Call Handling and Call Forwarding Section of another User as an Administrator  
 

Configuring the Call Handling and Call Forwarding Settings:


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Accessing the Call Handling and Call Forwarding Section as a User

Step 1:

Step 2:

Click Settings, and then Call Handling & Forwarding.

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Jump to Call Handling and Forwarding options
 

Accessing the Call Handling and Call Forwarding Section of another User as an Administrator

Step 1:

Step 2:

Under Admin Portal, click the Users tab. When you click the Users tab, the User list will automatically load and open the Users With Extensions tab.
Under Users With Extensions, click the name of the User that you want to view.
 
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Step 3:

Click Call Handling & Forwarding.

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Continue below to configure a User's Call handling and Call forwarding settings.
 

Configuring the Call Handling and Call Forwarding Settings

Notify your RingCentral desktop app and RingCentral mobile app

This setting allows you to receive an incoming call on your RingCentral desktop app(s) and RingCentral mobile app(s) before the call is routed to your desk phones and forwarding numbers.

NOTE: You can turn this feature Off if you want to forward calls directly to your forwarding numbers.

Click Desktop apps & Smartphones to enable or disable the call notifications to your RingCentral desktop and mobile app.
 
• Disable - Simply click Off, and then click Save.
• Enable - Select On, set the number of seconds your RingCentral desktop and mobile app will ring before the call is forwarded to your forwarding numbers, and then click Save.
 
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NOTE: You can also enable Notify administrator's Desktop app. When this option is turned On, the administrator's RingCentral desktop app will be notified at the same time with the User's RingCentral desktop app and mobile app before forwarding the call to the numbers specified in the Forwarding Numbers list. 5 seconds of wait time before forwarding begins is approximately equivalent to 1 ring.

Set your forwarding numbers

You can add up to 10 forwarding numbers in your extension. For more information on adding forwarding numbers, go to Adding a Forwarding Number to a User Extension.
 
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IMPORTANT: The forwarding number cannot be the same as your account number or any of your account's additional numbers.

back to Call handling and Forwarding options 
 

Forward Incoming calls to other User's phones

You can have other users answer your incoming calls by forwarding calls to their RingCentral IP Phones. To do this, follow the steps below:

Step 1:

Click Forward to other user's phones.

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Step 2:

Select the user's IP Phone from the list of Available Phones, and then click the Right Arrow key to move the selected device to the list of Selected Phones.

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Step 3:

Click Done.

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Step 4:

Set the Ring Duration for the forwarding number, where 5 seconds is approximately equivalent to 1 ring. and then click Save.

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back to Call handling and Forwarding options
 

Forward incoming calls to a non-RingCentral phone number

You can also forward your incoming calls to the user's non-RingCentral phone. to do this, follow the steps below:

Step 1:

By default, each user has 3 pre-labelled forwarding number slots for Work, Home or Mobile numbers.
Enter the forwarding number in the appropriate slot, and enable it by turning the Active switch On.
You can also set how long the forwarding number will ring before the call routes to the User's voicemail, or route to a different number.
Click Save.

NOTE: 5 seconds is approximately equivalent to 1 ring.

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NOTE: You can add up to 10 non-RingCentral forwarding numbers. The first 3 slots are pre-labelled by RingCentral as Home, Work, and Mobile. If you need to add 7 more additional numbers (other than the pre-labelled numbers), follow the steps below: 

Step 1: 

Click Add Phone

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Step 2: 

Enter the Phone Name and the Phone Number that you want to add as a forwarding number.

NOTE: The Phone Name will serve as a label and will allow you to quickly identify the forwarding number. 

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Step 3: 

Set how long the forwarding number will ring before the call routes to the User's voicemail, or route to a different number, and then click Save.

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back to Call handling and Forwarding options 

Ring Groups and Call Handling

Multiple phones can be grouped together so they all ring at the same time.

Step 1:

Click on Create Ring Groups.

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Step 2:

Select the phone you want to include in a Ring Group, and the click Group

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Step 3: 

Click Done.

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Step 4:

Select how you want to ring your forwarding numbers. If you have 2 or more forwarding numbers, you have 2 options:
• Sequentially - The forwarding numbers ring one at a time, in order of priority. Click the Order arrows User-added image to move a phone number up or down in the order of priority.
Simultaneously - All forwarding numbers ring at the same time.

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Step 4:

Set your Incoming Call Information Settings

The Incoming Call Information section on your account helps you configure how a call's information is sent to you when you receive an incoming call. For more information, go to Setting up a User's Incoming Call Information.

back to Call handling and Forwarding options 
 

Set up Call Flip

Call Flip lets you transfer a live call from phone to phone without any interruption to your current call. Enter the phone numbers that you want to make available for Call Flipping on your Forwarding Numbers list, and assign each one a Flip Number (Quick Dial Number) code. You can configure the list of your Call Flip number by clicking on Call Flip, under the Call Handling & Forwarding section of your account. For more information, go to Using the Call Flip feature.

NOTE: Call Flip will swap the Initial Caller ID with the transferring party's Caller ID.

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back to Call handling and Forwarding options 


See Also:
Accessing the Advanced Call Handling feature
Setting up a User's Incoming Call Information
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