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Status Under review
Categories RingCentral Phone
Created by Kelsie Gissler
Created on Sep 2, 2021

Turn Off Extension Dialing Options

RingCentral Users with consecutive extensions (ie 117, 133) are receiving inbound calls from individuals calling a Call Queue of which they are not part of. If the inbound caller presses a phone tree option multiple times, the call is routed to the RC Users extension rather than the phone tree option. Is there a way to turn off extension dialing since we do not use extensions and would prefer the Inbound Caller remain in the respected Call Queue?

  • Hoa To
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    Sep 28, 2023

    I logged a call with Support because I thought this was a bug or a settings which we have no access to change. They told me it's working as expected and directed me to this post to cast a vote. Oh, my God!!! really. They don't even log this internally as they have no direct communication with the Dev Team. So, basically, customer support may have 1000s of customers who have logged a support about this and Dev Team have no idea it's a big issue. I am not saying this is a big issue, as there are other issues which are more pressing. Doesn't seem like to Dev Team care or more like the Dev Leaders don't care or value our feedback.

    Any Dev Leaders or Admin like to comments? Or get involved on this portal? If not, I won't waste my time commenting or voting on ideas.

    1 reply
  • Kenny Bearton
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    Sep 5, 2023

    This seems like a pretty basic option to be missing, please add the ability to disable Extension Dialling on an IVR menu.

  • Kevin Kilbride
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    Aug 25, 2023

    Please add the option to turn off Extension Dialling for external callers as we have callers using it to skip the designated queue and get directly to an agent. We've also had instances where callers have accidently pressed a number on their keypad while in a que and they get redirected to another queue or department that isn't what they were looking for. This should be a basic feature and is available in most other phone systems. We will have to seriously consider moving to another system if this feature isn't added to RingCentral soon.

  • Timothy Jablonski
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    Jul 6, 2023

    Not sure when this feature was enabled or if it always has been since we signed our first contract with Ring Central 2 years ago but I'm not sure this feature was even possible 2 years ago and now it's enabled for all menus and apparently all extensions including queues, Message Only, and Announcement Only Extensions. While some of our departments would like to have this feature we have told them it is not available. Would it be possible to have some sort of a toggle inside the IVR menu itself to disable it by choice by IVR? While it is a nice feature to have I would like to have the option to choose whether or not we use this feature instead of having it pressed upon us.

  • Daniel Gentry
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    May 19, 2023

    Turning on or off extension dialing is something I'm used to having as an option with other phone systems. Our workflow with RingCentral calling is designed for people who do not know the full 10-digit DID to use the auto attendant prompts. We are getting calls going to direct extensions that our organization does not want to have happen. Being able to turn off extension dialing would be most helpful.

  • Pace Office
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    May 5, 2023

    Yes - I really need the ability to disable dial-by-extension. Inbound callers are using this feature to bypass internal call queues and dialing extensions directly. I've had to renumber my extensions several times (am now using 5 digit extensions) because of this.

  • Z-XRC Main-Inv Extension
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    Aug 30, 2022

    The option to disable extension dialing would be tremendous for our company! We have clients that have learned the direct extensions of certain people at our business, and we have no way of stopping them from doing so other than changing our extensions periodically, which is a nightmare for internal personnel. RingCentral please include a feature update to disable extension direct-dialing for inbound callers!

  • Joe Cache - 1601
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    Apr 19, 2022

    We ended up using 4 digit extensions because of that as well.

  • Grant Wyatt
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    Sep 15, 2021

    The option to disable extension dialing in an IVR menu would be extremely useful.