Request Summary
The customer has a single base and a single line and would like the ability to distinguish between internal and external calls so that specific handsets can be configured to ring depending on the type of incoming call.

Current Behaviour
With only one base and one line, incoming calls are presented to the handsets without the ability to differentiate whether the call originated internally or externally.

As a result, all relevant handsets may ring regardless of the call type.

Requested Functionality
Introduce functionality that allows the system to identify whether an incoming call is:

Internal – originating from another Cloud Work user/extension.
External – originating from an external telephone number.
The customer would then be able to configure which handsets should ring for each call type.

Example Use Case
The customer has multiple handsets associated with a single base/line:

Handset A and B → Ring for external calls.
Handset C → Ring for internal calls only.
Alternatively, the customer should be able to configure different handset combinations depending on their requirements.

Business Benefit
This functionality would provide customers with greater flexibility when managing calls on a shared base and line. It would allow users to immediately identify and handle internal and external calls appropriately, without requiring additional lines, bases, or separate numbers.

Requested Outcome
Provide a configurable option within BT Cloud Work to route or alert specific handsets based on whether the incoming call is internal or external, while continuing to operate using a single base and line.