Configuring Call Relay, Forwarding, Screening & Parallel Ringing

Introduction

Managing how calls are routed within your communication system is crucial for ensuring seamless connectivity, minimizing missed calls, and maintaining professional responsiveness. RingQ offers powerful features like Call Relay and Call Forwarding to give you full control over how and where your calls are handled—whether you’re working remotely, managing teams across time zones, or ensuring after-hours coverage.
This guide will walk you through the steps to configure both Call Relay and Call Forwarding in RingQ.

Enabling Call Relay

When “Call Relay” is enabled, RingQ will route external calls to the designated slots in sequential order. If the call is not answered at Slot 1 within the specified duration, it will transfer to Slot 2, and so on.

1. Navigate to “Accounts” and then select “Extensions” to manage individual extensions.
2. Choose the specific extension for which you want to configure call forwarding settings.
3. Within the extension settings, find and click on “Call Control.”
4. Select “External” or “Internal” according to the type of calls you want to forward.
5. Select a Call Profile (Available, Away, Busy, Custom 1, or Custom 2).
6. Enable the “Call Relay” option within the Call Profile settings.

Specifying Forwarding Actions

Specify the action to take for forwarded calls:

• Dial the extension number of a colleague or team member within your organization for each slot.
• Alternatively, select a custom external number where calls will be directed to for each slot.

Enabling “Always” Call Forwarding

1. Within the Call Profile settings, enable the “Always” option to activate continuous call forwarding from external calls.
2. Specify the action you want to take for forwarded calls from external sources:

• Choose an extension within your organization to forward calls.
• Select a custom external number where calls will be directed.
• Or assign to IVR extension, Queue extension, or Conference extension

Assigning an Inbound DID Number

1. Click on “Settings” to choose from the available options.
2. Select “Call Flow” to access the configuration options.
3. Review the list of available DID numbers that can be assigned to extensions.
4. Select a DID number to be assigned for either IVR, Queue, Extension, or Conference.
5. Click and hold the selected DID number from the list and drag it over to the designated “Container” or area within the Call Flow like IVR, Queue, Extension, or Conference.

Assigning to an Existing Extension

1. Within the IVR, Queue, Extension, or Conference Container, choose the existing extension to which you want to assign this number.
2. Select an extension to be assigned for the DID number.

• For Queue
• For Extension
• For Conference

3. Ensure the extension is actively displayed or highlighted for assignment.

• For Queue
• For Extension
• For Conference

4. Click “Save” to apply and save the assigned DID number to the extension.

No Answer and No Answer Action

When the “No Answer and No Answer Action” feature is enabled, it allows you to automatically forward incoming calls to a designated action or destination if a call goes unanswered after a specified duration.

Call Screening

When enabled, call screening activates when you assign a custom number to a forwarding action regardless of the status it’s set for, i.e. “Always,” “On Busy,” “Away,” “Custom 1,” or “Custom 2”.
It allows users to filter incoming calls based on specific criteria or caller information before deciding how to handle them.
This setup ensures that calls are screened according to your specified criteria, providing flexibility in managing incoming calls based on different conditions or forwarding scenarios.

Parallel Ringing

When enabled, “Parallel Ringing” enables incoming calls to simultaneously ring on multiple destinations. This setup ensures that calls are efficiently managed and promptly answered across multiple devices or extensions.