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RingCentral

Use RingCentral's Call Handling & Forwarding settings to route inbound calls from your existing RingCentral number to your Reflekt Legal assistant number. If your main number first lands in a call queue, update the queue routing as well.

Before You Start​

Make sure you have:

  • Your Reflekt Legal assistant number
  • Admin access to RingCentral
  • A decision on whether calls should forward immediately, after a delay, or only after hours
  • A routing setup that preserves the original caller's number in caller ID

Caller ID Requirement​

When you test RingCentral forwarding, confirm the forwarded call still shows the original caller's number to Reflekt Legal. Do not rely on a setup that only shows your office number.

Overflow and After-Hours Forwarding​

Use this when staff should answer first, and Reflekt Legal should take overflow calls (calls nobody picks up during business hours) and after-hours calls. Both are set on the call queue that receives your inbound calls, not on an individual user.

The examples below use 512-555-1234 as the Reflekt Legal assistant number. Enter your own.

Check where your main number goes​

Overflow and after-hours rules on a queue only run if calls actually reach that queue.

  1. Go to Phone System → Company → Company Call Handling.
  2. Make sure Forward all company calls is off. When it is on, it overrides the business-hours and after-hours settings below it, and every call to the main number skips your staff.
  3. Open Business hours call settings and send calls to call queue → your receptionist queue. If it sends calls to a specific user instead, the queue's overflow rules never run.
  4. Open After hours call settings and send calls to the same queue, or straight to a relay queue. If it sends calls to voicemail, Reflekt Legal never receives after-hours calls.

Open the call queue​

  1. Sign in to the Admin Portal at service.ringcentral.com and click Phone System.
  2. In the left menu, open Groups → Call Queues.
  3. Click the call queue that receives your inbound calls.
  4. Expand Call Handling & Agents.
danger

Leave Forward all queue calls (the toggle at the top of Call Handling & Agents) off. When it is on, every queue call is forwarded immediately and the overflow and after-hours rules below never run.

Forward overflow calls​

  1. Open the Wait settings tab. Three settings decide where a caller goes when staff don't answer:
    • When queue is full
    • When maximum wait time is reached, send caller to
    • When agents are available, but no agents answer or all agents are busy or unavailable
  2. For each one, choose the external-number option and enter 512-555-1234 in the Number field that appears. The option is named External number in the max-wait dropdown and Forward to External number in the no-answer dropdown. If none of these dropdowns offers an external-number option, your RingCentral plan likely doesn't allow it (it is often missing on Core plans). Use Receptionist first, then Reflekt Legal instead.
  3. Check Maximum caller wait time in queue. It is how long a caller waits before the max-wait rule sends them to Reflekt Legal (the default is 3 minutes).
  4. Click Save.

Forward after-hours calls​

The After hours tab has no options while the queue runs 24 hours, 7 days a week. Set business hours first:

  1. Open the After hours tab and click Edit schedule. Set your business hours and save.
  2. Back on the After hours tab, choose to forward calls to an external number and enter 512-555-1234.
  3. Click Save.
tip

Keep your queue members and ring timers in place so staff still get the first chance to answer during business hours. Reflekt Legal only receives the call after hours or on overflow.

note

If your published number first lands on the Auto-Receptionist before the queue, route its Closed Hours to this call queue (the Auto-Receptionist can't forward to an external number directly).

Use this when your receptionist should answer first and Reflekt Legal takes the calls they miss, and either of these is true:

  • Your Wait settings dropdowns don't offer an external-number option.
  • You want one setup that covers both overflow and after hours.

A single queue can't do both jobs. With Forward all queue calls on, agents never ring. With it off, overflow has to come from Wait settings. So this setup uses two queues:

Call flow: Main company number → Front desk queue (receptionist rings) → no answer → Relay queue → Reflekt Legal

Step 1: Create the relay queue​

  1. Go to Phone System → Groups → Call Queues and click + New Call Queue.
  2. Name it (e.g., Reflekt Assistant) and assign any extension (e.g., 10). Don't add agents.
  3. Open the queue, expand Call Handling & Agents and turn on Forward all queue calls.
  4. Enter your Reflekt Legal assistant number (e.g., 512-555-1234) and click Save.

Every call sent to this extension now goes to Reflekt Legal.

Step 2: Set up the front desk queue​

  1. Create (or open) the queue your receptionist answers from, e.g. Front Desk.
  2. On the Work hours tab, add your receptionist under Primary Agents.
  3. Leave Forward all queue calls off.
  4. On the Wait settings tab, set:
    • When agents are available, but no agents answer or all agents are busy or unavailable → Forward to Extension → Reflekt Assistant
    • When maximum wait time is reached, send caller to → Extension → Reflekt Assistant
    • When queue is full → the relay extension, if offered
  5. Lower Maximum caller wait time in queue (default 3 minutes) so callers reach Reflekt Legal sooner.
  6. Click Save.
danger

Leaving When agents are available, but no agents answer... on Wait for Primary Agents keeps the caller ringing the receptionist until the maximum wait time runs out.

Step 3: Route the company line​

  1. Go to Phone System → Company → Company Call Handling.
  2. Make sure Forward all company calls is off.
  3. Business hours call settings → call queue → Front Desk.
  4. After hours call settings → call queue → Reflekt Assistant.
  5. Click Save.

Step 4: Verify​

  1. During business hours, call the main number. The receptionist should ring first.
  2. Let it ring out. The call should reach Reflekt Legal.
  3. Outside business hours, call again. It should go straight to Reflekt Legal.

Set Up Main Line Forwarding​

Forward your RingCentral company line to an external number. This routes all calls to the main company number to an outside phone (cell, answering service, etc.), 24/7. RingCentral can't forward the main line directly to an external number, so a call queue is used as a pass-through — no user accounts involved.

Call flow: Main company number → Call queue → External number

Step 1: Create the call queue​

  1. Sign in to the Admin Portal at service.ringcentral.com.
  2. Go to Phone System → Groups → Call Queues.
  3. Click + New Call Queue.
  4. Name it (e.g., Main Line Forward), assign any extension number.
  5. Skip adding members.

Step 2: Forward the queue to the external number​

  1. Open the new call queue.
  2. Expand Call Handling & Agents.
  3. Turn on Forward all queue calls.
  4. Choose An external number and enter the full number (e.g., +1 555 123 4567).
  5. Click Save.

Step 3: Route the company line to the queue​

  1. Go to Phone System → Company → Company Call Handling.
  2. Edit the routing rule ("Where would you like to forward your calls?").
  3. Select Multiple users - call queue → choose Main Line Forward.
  4. Leave Specify start and end dates unchecked (keeps forwarding on until turned off).
  5. Click Save.

Step 4: Verify​

  1. Call the main company number from another phone — it should ring the external number directly.
  2. Call a user's direct line — it should ring that user as normal (direct lines are unaffected).

Notes​

  • To turn forwarding off, revert the rule in Company Call Handling (or turn off Forward all queue calls on the queue).
  • Direct user numbers (DIDs) bypass Company Call Handling and are not affected.
  • Check Phone Numbers → Assigned to if unsure which numbers route through the company line.

Test Your Setup​

  1. Call your published business number.
  2. Confirm the call routes to the correct Reflekt Legal assistant number.
  3. Confirm the forwarded call includes the original caller's phone number in caller ID.
  4. Verify the rule works during the times and conditions you configured.
  5. If you use a queue, verify the call follows the full queue path before forwarding at the expected step.

Official Help​

If you need help validating your setup, contact support@reflektlegal.ai.