How To: create a failover/forwarding rule

Similar questions: using RingCentral/ACO custom rules, tips for failing over, best practices for outages, best practices, and settings for RingCentral/ACO routing, fallback best practices

Purpose: Demonstrate how to use RingCentral/ACO Custom Rules to failover in the event of an outage

Steps

Create a new custom rule to forward calls

1. Log into your Admin Portal instance of RingCentral/ACO
2. Navigate to Phone System > Groups > Call Queues
3. Create a primary Call Queue or utilize an already existing Call Queue with the appropriate RingCentral/ACO users assigned to that group
4. Create your secondary Xima CCaaS Call Queue that will route your calls to the Xima load-balancing handset
5. Within the primary RingCentral/ACO Call Queue, open the "Call Handling & Members" menu
6. Open the "Custom rules" tab and click the "+ Add Rule" button
   

7. Select the "Date and/or Time" condition and "Weekly Schedule"
8. Select the slider on any day of the week, and check the "24 hours" box
   • Time of day routing should be handled by the DID or IVR, not this custom rule
9. Change the "Apply to" dropdown menu to "Every day", then click "Next"
   
   

10. Select the "Forward to extension" option, and click "Select extension"
    
    

11. From the next menu, find the extension for the Xima CCaaS Call Queue and select it
12. Click Next, on the new menu give your new rule a name, and then Save
    • NOTE: By saving, the rule will automatically activate, routing calls to the secondary queue
      
      

Utilizing the failover

1. Log into your Admin Portal instance of RingCentral/ACO

2. Within the primary RingCentral/ACO Call Queue, open the "Call Handling & Members" menu

3. Open the "Custom rules" tab and find your failover rule

4. Click the slider to de-activate the forwarding rule you created

   

5. Calls will now route to this Call Queue instead of automatically forwarding to the secondary Xima CCaaS Call Queue