RingOffice Cloud Phone System Call Forwarding Guide

Posted by on Aug 21, 2015 in Cloud Phone System, Help | Comments Off on RingOffice Cloud Phone System Call Forwarding Guide

This RingOffice Cloud Phone System Call Forwarding Guide will focus on how to use and manage Follow Me and Forwarding features from your VoIP phone as well as from the RingOffice Small Business Phone System customer portal. RingOffice Small Business Cloud Phone Systems include a feature rich Call Forwarding service.

Enabling Basic Call Forwarding from your VoIP Phone

To enable Basic Call Forwarding from your VoIP Phone, dial the short dial code *72. After dialling, you will hear an audio prompt that will ask you to enter the call forwarding destination number from your phone. For North American numbers, be sure to enter the number starting with 1, e.g. 1-XXX-XXX-XXXX. For international numbers, enter the full number starting with the country code, e.g. 44-XX-XXXX-XXXX for a UK number. This will create and enable a Follow-Me rule in your Extension Account to forward all calls.

Disabling Basic Call Forwarding from your VoIP Phone

To disable Basic Call Forwarding from your VoIP Phone, dial the short dial code *73. This will disable a call forwarding number that was set by using *72. After dialling *73, you will hear an audio prompt confirming that call forwarding has been disabled.

Follow Me Settings

Each extension has a Follow Me feature that can be managed through the RingOffice Customer Portal. This allows you to set up basic and advanced call forwarding rules. For example, you can have a call ring your phone but if you do not answer, follow you to ring your mobile, and if you still do not answer go back to your office voicemail. You can also preset time of day based forwarding rules.

The screen shot below shows an example forwarding scenario in which the call will first ring to the extension but then forward sequentially to 3 alternate numbers (3 external and 1 internal extension) before going to voicemail.

Account Self-Care Forwarding

RingOffice Account Self-Care Forwarding

 

Failover Follow Me / Fail to Cell

When creating a Follow Me rule in the RingOffice Customer Portal, setting the rule name to “:FTC:” will enable the Failover Forward (or Fail to Cell) feature. Normal Follow Me rules are triggered after attempting to ring to the registered phone or device on the line. With an “:FTC:” Follow Me rule enabled, the system will first check the registration status of the phone or device. If a phone or device is registered to the line, then the “:FTC:” Follow-Me rule will not be triggered (i.e. excluded from routing). If however the system does not find any phone or device registered to the line, calls will be routed to external failover number or cell phone.

Default Answering Mode

Each Extension Account has a Default Answering Mode setting which defines its inbound call flow sequence.

Account Self-Care Incoming Calls

Account Self-Care Incoming Calls Default Answering Mode

The default setting for all accounts is “Ring, Forward, Voicemail”. Below is a description of each Answering Mode:

Ring, Forward, Voicemail: In this answering mode, an incoming call will always attempt to ring to the VoIP device registered to the Extension Account (IP Phone, Soft Phone, Mobile App or other). If the device is not registered at the time or if it does not answer the call, then the incoming call will look for forwarding rules. If such rules exist, it will follow them. If such rules do not exist or if no forwarded destination answers the call, then the incoming call will be sent to Voicemail.

Ring then Forward: In this answering mode, an incoming call will always attempt to ring to the VoIP device registered to the Extension Account (IP Phone, Soft Phone, Mobile App or other). If the device is not registered at the time or if it does not answer the call, then the incoming call will look for forwarding rules. If such rules exist, it will follow them. If such rules do not exist or if no forwarded destination answers the call, then the call will be disconnected.

Ring then Voicemail: In this answering mode, an incoming call will always attempt to ring to the VoIP device registered to the Extension Account (IP Phone, Soft Phone, Mobile App or other). If the device is not registered at the time or if it does not answer the call, then the incoming call will be sent to Voicemail.

Forward then Voicemail: In this answering mode, an incoming call will always look for forwarding rules. If such rules exist, it will follow them. If such rules do not exist or if no forwarded destination answers the call, then the incoming call will be sent to Voicemail.

Ring Only: In this answering mode, an incoming call will always attempt to ring to the VoIP device registered to the Extension Account (IP Phone, Soft Phone, Mobile App or other). If the device is not registered at the time or if it does not answer the call, then the incoming call will be disconnected.

Forward Only: In this answering mode, an incoming call will always look for forwarding rules. If such rules exist, it will follow them. If such rules do not exist or if no forwarded destination answers the call, then the incoming call will be disconnected.

* Please note that some IP phones may have built-in feature codes that conflict with these shortcuts. If you find such a conflict, you will need to disable the code in your phone settings in order to use the above shortcuts.

Still need help?

For further assistance with the RingOffice Customer Portal features or with feature codes, please ask your RingOffice Phone System Solution Consultant or the designated phone system administrator within your company.