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Oleg Shuruev avatar image
Oleg Shuruev asked ·

Call forwarding does not work in DEV account?

Hi,


I am evaluating some basic setup in a free dev account and cannot get call forwarding working. Could you please assist, maybe there are some limitations which prevent me from doing this?


My free dev account is 936-256-3131. I have a sandbox app where Main Company Number is 929-474-6838 (and I can browse it using https://service.devtest.ringcentral.com).

In that company I have four users with extensions 101 (super admin), 102, 103 and 104. Every extension has a softphone assigned to it, and I can call all of them just fine.

However, when I set up 101 to forward calls to 104 the call forwarding does not seem to work. Whenever I call 101’s softphone number – it goes to 101 voicemail right away (at the moment the forwarding should happen). Like if it tried to forward, but could not. If I cancel the forwarding and call 101’s softphone it rings for 15-30 seconds, then goes it voicemail (which is expected). If I call 104’s softphone it behaves the same.


Please let me know if any other information is required.

Thank you!

call forwarding
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As an update, if I put an external number as a call forwarding number it works just fine. The issue is that "Forward to Other's Phones" feature does not work as expected (it doesn't work).

I also tried to create another direct number for ext. 104 (in addition to softphone number) and use that as a forwarding number, but then it says "Forwarding phone number cannot be the same as your account number or any additional numbers."

Would be great to hear some clarification around that as we are in the middle of choosing phone platform to work with, and RingCentral looked promising before this unfortunate issue.

Thank you!

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Phong Vu avatar image
Phong Vu answered ·

Please share part of your code where you implemented the forwarding. If that is not handled from your code, then is it a call forwarding rules settings and explain how you set it up.

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Hi Phong,

Thank you for your response. I tried forwarding both via UI setup and using API call. The result is the same, could you please assist in any idea of what could be wrong?

For the UI setup, ext. 101 has softphone (470) 440-9438, ext. 104 has softphone (470) 481-8916. I can call directly both numbers and see the call in the Glip app.

I setup call forwarding as setup on the screenshot. Then, if I call (470) 440-9438 it goes straight to 101 voicemail if "Always ring for at least 30 seconds before forwarding is completed" is disabled, or rings for 30 seconds at 101 if it's enabled. But it never goes to ext. 104.

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ui.png (50.6 KiB)

Did you actually login a RingCentral soft phone with the user 104 credentials? This means that is 104 online and ready to take incoming call?

I see that you set 104 messages to take message and the voicemail is most probably the 104 voice mailbox.

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Hi Phong,

Yes I did login to a RingCentral softphone with user 104 credentials. When I call 104 softphone number directly, I can see the call in the app. When I call 101 softphone number, with routing settings shown above I don't see the call in the app (where I am signed as 104).

The call certainly goes to 101 voicemail and not 104, as it says user's name when announcing. And if I leave a message I can see it residing in 101's mailbox afterwards.

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Oleg Shuruev avatar image
Oleg Shuruev answered ·

Shared UI setup in the comment above.


When I call (470) 440-9438 and try forwarding this call to (470) 481-8916 using API, then the caller hears "I'm sorry your call could not be connected".


API request:

POST https://platform.devtest.ringcentral.com/restapi/v1.0/account/~/telephony/sessions/s-7fb254380a884f62a51b1c04b343c8b3/parties/p-7fb254380a884f62a51b1c04b343c8b3-2/forward
{
    "phoneNumber": "+14704818916"
}

API response:

{
    "id": "p-7fb254380a884f62a51b1c04b343c8b3-2",
    "status": {
        "code": "Disconnected",
        "reason": "BlindTransfer"
    },
    "muted": false,
    "standAlone": false,
    "from": {
        "phoneNumber": "+19492354715"
    },
    "to": {
        "phoneNumber": "+14704409438",
        "name": "Oleg Shuruev",
        "extensionId": "275915004"
    },
    "owner": {
        "accountId": "275915004",
        "extensionId": "275915004"
    },
    "direction": "Inbound"
}

+19492354715 is my number. +14704818916 is the number I am trying to forward to, not sure if what I'm getting is the expected response.


@Phong Vu would much appreciate if you kindly could look closer and provide any assistance with that. Thank you so much!

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Check out my comment above.

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