To set up call overflow in RingCentral, you must be on RingEX Premium or RingEX Ultimate. RingEX Standard does not support this setup.
Your Avoca forwarding number is provided by your Avoca Customer Success Manager or Technical Account Manager.
Route Busy or Unavailable Calls to Avoca
1
Sign in to the Admin Portal
Sign in to the RingCentral Admin Portal.
2
Open Call Queues
Click Phone System → Groups → Call Queues.
3
Select the call queue
Select the call queue you want to configure.
4
Open Call Handling & Members
Click the Call Handling & Members dropdown.
5
Choose the Avoca overflow destination
In the When members are available, but no members answer or all members are busy or unavailable, caller wait for dropdown, select Forward to External number.
Primary and Overflow Members sends calls to other RingCentral call queues. It does not route calls to your Avoca forwarding number.
6
Enter your Avoca number
Enter your Avoca forwarding number as the external number, then save the call queue settings.
7
Test the route
Place a test call while the primary queue members are busy or unavailable and confirm the call reaches Avoca.