Connect RingCentral call queue overflow

Before you begin

RingCentral interface labels vary between editions and reseller-branded services. You need administrator access to the queue or help from the organisation that manages it.

Copy the PrimaReply number shown under Settings → PrimaReply coverage before starting.

Open the queue

1. Sign in to the RingCentral Admin Portal.
2. Open Phone System.
3. Open Groups or Call Queues, depending on your edition.
4. Select the reception or bookings queue.
5. Open Call Handling or Call Handling & Members.

Configure the final destination

1. Preserve the current queue members and greeting.
2. Find the handling rule for calls that members do not answer, are busy or are unavailable.
3. Choose Forward to external number, Forward to number or the equivalent option.
4. Enter the PrimaReply number in full international format.
5. Set the desired wait time before forwarding.
6. Save the rule.

Configure closed hours

Open the queue or main-number business-hours settings. Set the closed-hours destination to the PrimaReply number if after-hours recovery is required. Do not overwrite holiday behaviour without reviewing it first.

Verify safely

1. Select RingCentral in PrimaReply.
2. Start the forwarding test.
3. Call the business from another mobile.
4. Let the queue remain unanswered.
5. Confirm PrimaReply verifies the connection.

If your interface is different

Use the provider-managed request. Ask the administrator to preserve the original external caller ID and keep the existing IVR and queue unchanged.

Official RingCentral reference

Review RingCentral's call handling settings guide for the current interface used by your edition.