How to Forward RingCentral Missed Calls to LeadTruffle

Quick Answer

tl;dr: You must configure the LeadTruffle service and verify the number assigned to it in order to forward missed RingCentral calls to LeadTruffle. If you are using a user extension from RingEX, then go to Settings → Phone → Call handling and change the Missed calls to Forward to external number. Call queues are based on different policies for routing. Integrate and save the entire call and text-back function.

This guide maintains the separation of calls that you want your staff to answer and those that you want LeadTruffle to handle.

Step 1: Identify the number's call path

Verify if business number gets to user extension, call queue, or an auto-receptionist menu. Set the target where the question will be delivered.

Use the user instructions below for a user extension. If you are on a queue, you can request the queue administrator to check the queue routing. A personal extension change will not automatically update a shared queue.

Note the current destinations, time schedule, ring order and timeout settings.

Step 2: Configure LeadTruffle

Create missed call text back, record a message and pre-program the qualification questions for your company. Take a note of the destination you assigned to that service.

A forwarded caller will be able to hear your greeting and leave a voicemail. When sending an invitation to an eligible number, LeadTruffle can leverage the context that is available. Once the consent is granted, AI can request service requirements, location, and timing.

Call forwarding cannot assure a text message to all callers. The eligibility for SMS and the time of delivery is dependent on the caller and the service configuration.

Step 3: Set a RingEX user's missed-call destination

Follow the instructions provided on RingCentral's desktop or web.

• Open Settings, then Phone.
• Find Call handling and select Edit.
• Review Work hours and After hours.
• Keep the Incoming calls ring order you want for your staff.
• Under Missed calls, choose Forward to external number and enter the LeadTruffle destination.
• Save the changes.

Make sure to review your work schedule if it is going to be around-the-clock, as this will impact your after hours settings before assuming you have an after hours route.

Step 4: Configure a call queue separately, if applicable

If callers are placed in a queue, the queue administrator will open the call-handling controls. When members are busy or away or don't answer, RingCentral's queue-routing documentation covers external forwarding.

In the appropriate column, choose the external destination indicated that is supported for the desired condition and fill in the LeadTruffle number. Check out what's happening when the queue is full, when max wait time is hit, and after hours.

The options available vary with the account and queue setup. Do not send all queue calls if you are not going to override normal queue answering. If there's no external option, ensure access through RingCentral instead of user-extension recipe on queue.

Step 5: Test from an external phone

Use a different cell phone to call the business. Let it go unanswered and verify that it delivers to the right LeadTruffle greeting.

Make a short service enquiry, review eligible SMS invitation, respond (as prompted) and view lead conversation. Ensure that the business' forwarding phone number is not entered if applicable, and the original caller number is entered if applicable.

Answer a normal call to verify staff coverage. Test after hours and each relevant queue condition separately.

Illustrative example: A homeowner leaves a message about a slow drain while your team is on another job. After consent, the text conversation can collect the address and requested timing for follow-up. This is not a documented customer result or guaranteed appointment.

Troubleshoot and restore your previous route

If RingCentral voicemail rings, review the ring to check if it was an extension or queue and its missed call destination. If all calls bypass the team, check all call forwarding and custom rules.

If recording a prompt requires the destination to press a key on their keyboard, talk to your administrator before using automated answering for that route. If you receive calls and don't receive texts, make sure to not route calls and texts together but separate the callerID and SMS eligibility decisions from routing.

To prevent forwarding, re-set the previous missed-call/queue destination, save, then retest. Maintain original fallback, until new setup is validated.

FAQs

Keep RingCentral staff coverage and overflow connected

A user's missed-call rule and a shared queue's overflow policy solve different problems. Review the route your customers reach, including after-hours and queue limits, so the LeadTruffle destination receives the calls you intend to hand over.

Book a demo to walk through your RingCentral call path and decide what information your team should receive afterward.