Copilot phone setup series: this is part 3 of 6.

1. Before You Connect Copilot to Your Phone System
2. Set Up Copilot Phone Settings
3. Connect Copilot to RingCentral (this article)
4. Connect Copilot to Dialpad
5. Send Missed or After-Hours Calls to a Voice Agent (RingCentral and Dialpad)
6. Test and Troubleshoot Copilot Call Routing

Overview

This article shows how to send calls from RingCentral through Copilot and back to your team, and how to avoid the call loop that is the most common RingCentral problem.

Before you start, you need:

• A RingCentral admin login (Admin Portal).
• A Copilot call queue with no members and a fallback number (see Set Up Copilot Phone Settings).
• A RingCentral call queue for your team to answer, with its own phone number. This is your Copilot fallback number.

In this article, you'll learn how to:

• Route your main number to a menu or queue
• Send the right menu option to Copilot
• Turn off the forward rule that causes loops
• Set up queue members

How the call flows

Main number → IVR menu (Press 1) → Supermove queue number → fallback number (RingCentral sales queue) → your team answers.

The RingCentral queue at the end is the one that rings your people. It must not forward calls anywhere else.

Step 1: Route your main number

1. Sign in to the RingCentral Admin Portal and go to Phone System → Company → Company Call Handling.
2. Under Incoming calls to your main company number, click Call settings.
3. Under Route incoming calls to, choose how calls should start:
   • IVR menu (recommended): callers choose an option, such as "Press 1 for quotes".
   • Multiple users - call queue (click More routing options): calls go straight to a queue.
   • A specific user: calls ring one person.
4. Click Save.

Tip: Using an IVR menu in front of your sales queue makes loops much less likely and lets you send only sales calls through Copilot.

Step 2: Send the menu option to Copilot

1. Go to Phone System → Company → IVR Menus and open your main menu.
2. Click Key Presses.
3. For the sales option (for example, Press 1), forward the call to the Supermove queue number from Copilot (an external number).
4. Leave other options (billing, dispatch) going where they go today, unless you want Copilot on them too.
5. Save.

If you don't use a menu, set the forward on whatever your main number rings first: open that call queue (Step 3) and forward it to the Supermove number using Forward all queue calls → External number. Then use a different queue as the fallback that rings your team.

Step 3: Turn off forwarding on the queue that rings your team

This is the step most often missed. The queue Copilot sends calls back to (your fallback number) must not forward calls to Supermove again.

1. Go to Phone System → Groups → Call Queues.
2. Click the queue that matches your Copilot fallback number.
3. Open Call Handling & Members.
4. Make sure Forward all queue calls is turned off. Save.

Note: Not sure which queue is the fallback? In Copilot, go to Settings → Voice Setup → Inbound Calling and check the Fallback column. Then find the RingCentral queue with that number.

Step 4: Set up queue members

1. In the same call queue, open the members settings (Pickup Settings and Members).
2. Add everyone who should answer these calls. Don't add an AI agent or a Supermove number here.
3. Save.

Step 5: Test

Call your main number from a phone that isn't on your RingCentral account and press the sales option. You should hear Copilot's recording notice, your team's phones should ring, and the call should appear in Copilot under In-Progress Calls. See Test and Troubleshoot Copilot Call Routing.

Other RingCentral setups

• Straight to a queue (no menu): the same rule applies. Only one forward to Supermove is allowed in the path.
• Straight to one person: set the forward on that person's extension, and use a number that rings their phone as the fallback.
• Business hours: in Company Call Handling, set the open-hours route through Copilot and the after-hours route to voicemail or a Voice Agent.
• Send some menu options straight to voicemail: point that option at a queue with no members and voicemail turned on.

⚠️ Important Notes

• A call loop happens when a queue that receives calls from Supermove also has Forward all queue calls turned on. Callers hear ringing or transfers that never end.
• Use your team members' direct extension numbers as Copilot forwarding numbers, not a call queue number.
• RingCentral may play its own recording notice too. Make sure you only play the notices you need.

FAQ

Calls appear in Copilot but our RingCentral phones never ring. Why?
Check that the fallback number in Copilot is the number of the RingCentral queue your team is in, and that the queue has members.

Do I need an IVR menu?
No, but it's the simplest way to send only sales calls through Copilot and avoid loops.

Next: Send Missed or After-Hours Calls to a Voice Agent

Related articles: RingCentral: Managing call handling settings for call queues

Need Help?

Reply to your support conversation, or email help@supermove.com.