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20 votesFuture Consideration · 7 comments · Developer Platform, APIs, & Integrations » Integrations: HubSpot · Admin →Nico
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8 votesNico
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8 votes
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Hello RingCentral AIR Support,
We need a supported, company-wide routing configuration for STT Logistics Group. Our AI Receptionist Dani (ext. 1001, +1 786-706-6137) transfers callers to any employee by their existing name or extension. We need AIR-transferred calls to ring ONLY the requested employee's own apps/devices. If that employee does not answer, the call should play an announcement and disconnect, or return to Dani without a transfer loop.
Requirements:
- Keep all existing employee extension numbers and transfer-by-extension behavior.
- Preserve the current routing/coworker cascades for normal calls that do not pass through Dani.
- Do not create a separate call queue or duplicate destination for every employee.
- Customer Experience must not ring merely because an AIR-transferred employee did not answer; intentional transfers to Customer Experience should still work.Example verified in the Admin Portal: Bryan Granillo, ext. 210 (+1 786-539-3622), is configured 24/7 to ring his Desktop app for 20 seconds, Mobile app for 20 seconds, then three coworkers' devices for 10 seconds each, followed by his voicemail. The unwanted cascade is inside his ringing chain, BEFORE final no-answer handling, so changing only the final destination does not solve this. No configuration changes have been made during our investigation, and we have not independently validated a live call trace.
Please confirm:
Does AIR offer a transfer policy that bypasses the destination user's coworker/forwarding targets while still ringing that user's own devices? Please give the exact setting, account prerequisites and scope.
Does AIR retain control until the requested employee answers, and can it recover an unanswered/busy transfer BEFORE a coworker answers? Please distinguish this from AIR's default transfer destination.
Can a supported RingEX rule reliably identify a call transferred specifically by AIR? Which condition and value are evaluated after transfer? Do not assume Caller ID becomes Dani's number or Called Number retains its original number. In Bryan's current 'Calling me at' selector, only his direct number and the main number plus ext. 210 are offered; Dani's number is not listed.
What supported configuration meets all requirements across our existing directory? For a return to AIR, explain loop prevention and whether conversation context survives. If this is not supported, please state the limitation explicitly and escalate to the AIR product/engineering team if needed.Please provide the recommended steps and any licensing/cost implications in writing in this case. This is a configuration consultation only; please do not change our live routing or add paid services.
Nico
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15 votesNico
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14 votesNico
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7 votesNico
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28 votesNico
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10 votesNico
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6 votesNico
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5 votesNico
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18 votesNico
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16 votesNico
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9 votesNico
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5 votesNico
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10 votesNico
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The client wants to provide after-hours customers with a scheduling link to book a callback during normal business hours.