Call forwarding to a specific number, like your cell, is the way we previously had users setup and run call forwarding. It is still available as an option. However, Ring Groups are now the preferred method as it gives you access to more options.
ABOUT:
Ring Groups allows you to have multiple users receive calls in Radius, and optionally on their cellphones as well. You can also have a first level of agents to receive the calls and if none are available, it can go to a secondary group.
IMPORTANT TRAINING NOTE: If a call comes through to an agent's cellphone and the agent sends it to Voicemail, they have 'taken' the call. Other agents who are available will not be able to get that call. Make sure your agents know to let it ring until someone takes it, or it goes to voicemail on its own.
HOW TO:
To setup a ring group you'll go to SETTINGS > PHONE DIALER > RING GROUPS. Enter a name for the ring group on the right > Add Ring Group button.
Once created you can edit the settings for the ring group. You can set another group to be who get's rung should the newly created ring group not answer, as well as changing the maximum phones that can be rung in a ring group at once. The max is 10 at once. You don't want to set this number too low or incoming calls me be left ringing for extended periods of time.
Optional: You can also have a first level of agents to receive the calls and if none are available, it can go to a secondary group. You'll create the secondary group first and then associate it into the other group in the (Optional) On No Answer, Ring Group. People use this feature when they have a person who fields the calls and then assigns calls to specific agents or if they have agents that they want to have focused on answering calls, but if they're not available, the call can go to back up users.
At the bottom you'll add in the phone numbers/users you wish to add to the ring group, you can add users in Radius who are not yet part of the ring group or type in an external number outside of Radius to be added to the ring group. Once selected in the dropdown use the add phone button to add the user or phone number to the ring group > save.
Once the ring group is created and everyone is assigned as you wish you'll go over to the phone numbers tab and add the ring group by using the blue button next to the number you want to assign the group to > edit > select the ring group from the "Direct Calls to User or Group" dropdown > save information.
Optional: There is an option to Show Radius' Number As Caller ID. The default is that the inbound caller's phone number would display as the caller ID. This is the normal solution since it will give you the caller's details. However, some of our clients wanted the option to display their Radius number as the caller ID if they were sending most calls to their cellphone and wanted to know it was a client/lead call as opposed to a personal call.