RingCentral - Call Management


This article discusses the settings which are available to both end users and administrators which are used to predetermine how all incoming calls are handled by the RingCentral system.

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Table of Contents

Manage Call Forwarding

Users are able to forward their calls to another user or voicemail. We are also able to manage this through the admin portal.

Self-Service

Mobile App

  1. Open the RingCentral mobile app.
  2. Tap on the Phone icon.
  3. Tap on the settings gear icon at the top right of the app.
  4. Tap the Call rules and voicemail option within the Incoming Calls section.
  5. Tap the toggle within the Forward all calls setting to turn the feature on or off.
  6. To forward all calls to another number:
    1. Tap on the chevron > within the Forward all calls setting.
    2. Tap on the Send to voicemail dropdown.
    3. Tap on the Forward the call option.
    4. Search for the name or number of the person to forward all calls.
      • You may also forward all calls to a custom number.
        1. Tap Number at the top of the list.
        2. Type in the custom number.
        3. Tap the Number option at the top.
  7. Tap the Save button.

Desktop and Web App

  1. Open either the RingCentral Desktop App or the RingCentral Web App.
  2. Click on the Settings icon.
  3. Within the Incoming Calls section, select the Call rules and voicemail option.
  4. Click on the toggle to turn call forwarding to voicemail on or off.
  5. To forward all calls to another number:
    1. Click on the chevron > within the Forward all calls option.
    2. Click on the Send to voicemail dropdown menu.
    3. Select the Forward the call option.
    4. Search for the name or number of the person to forward all calls.
      • You may also forward all calls to a custom number.
        1. Select Number at the top of the list.
        2. Type in the custom number.
        3. Select the Number option at the top.
  6. Click the Save button.

Hard Phone

It is best to set call forwarding on the soft phone to avoid issues with call routing. These issues arise because the hard phone will answer an incoming call to forward it to the forward destination set on the hard phone. This can cause unexpected behavior due to the call being routed outside of any rules set within the Ring Central system.

 

 

Manage Hold Music

Hold music can be set to different options provided by RingCentral. While custom audio can be uploaded, we recommend only using the provided music options because of copyright concerns.

Self-Service

Mobile App

  1. Open the RingCentral mobile app.
  2. Tap on the Phone icon.
  3. Tap on the settings gear icon at the top right of the app.
  4. Tap the Hold music option within the Incoming Calls section.
  5. Tap the toggle within the Hold Music setting to turn the feature on or off.
  6. To change the hold music.
    1. Tap the setting beneath the hold music toggle setting.
    2. Choose and Audio type and, if Music is chosen, select the genre of music.

Desktop and Web App

  1. Open either the RingCentral Desktop App or the RingCentral Web App.
  2. Click on the Settings icon.
  3. Within the Incoming Calls section, select the Hold Music option.
  4. Click the toggle within the Hold Music setting to turn the feature on or off.
  5. To change the hold music.
    1. Select the audio type within the Audio type setting.
    2. If the audio type selected is Music, select the genre of music.

 

Manage Nuisance Numbers

Users are able to block phone numbers which they consider to be a nuisance. We are also able to manage this through the admin portal.

Self-Service

Mobile App

  1. Open the RingCentral mobile app.
  2. Tap on the Phone icon.
  3. Tap on the Calls heading.
  4. Search for a call from the nuisance number.
  5. Tap the i icon on the right side of the call.
  6. Select the Block and report or Unblock option, whichever is available.
    • If Block and report was selected:
      1. Choose to Block Only, Block & Report spam, or Cancel.
    • If Unblock was selected:
      1. Choose to Unblock only, Unblock / Not spam, or Cancel.

Desktop and Web app

  1. Open the web or desktop app.
  2. Click on the Phone section.
  3. Within the section of listed calls, hover over a call from the nuisance number.
  4. Click on the kebab menu (3 dots).
  5. Click on the Block and report or Unblock option, whichever is available.
    • If Block and report was selected:
      1. Choose to Block Only, Block & Report spam, or Cancel.
    • If Unblock was selected:
      1. Choose to Unblock only, Unblock / Not spam, or Cancel.