RingCentral call forwarding to Terva
Use this if your practice number rings on RingCentral. First find out whether your number rings a user, a call queue or an auto-receptionist; an admin can tell you.
Your phones ring first, so the front desk gets the first chance to answer. Terva answers when nobody picks up.
Enter it once and every code on this page uses it. Copy works once it’s filled in.
Turn off voicemail first
Voicemail or a recorded message that answers first stops the call reaching Terva.
Find the last step of your main number’s call flow when nobody answers. If it’s voicemail, a recorded message or night mode, replace it with your Terva number.
Turn off any “press 1 to accept” or call confirm on forwarded calls, or Terva can’t answer them.
Choose when Terva answers
We recommend When no one answers, left on all the time. The rest are optional.
Aim for a 15-second ring time. 10 to 20 seconds is fine. If calls enter a queue, set the caller’s total wait to about 15 to 30 seconds.
A user’s number
In the RingCentral app, signed in as the user who owns your practice number, open the call handling settings.
For Missed calls, choose Forward to external number and enter your Terva number.
Call queue
In the call queue’s settings, set the most time a caller waits.
When that time runs out, forward the call to your Terva number.
Check with your provider
RingCentral’s menu names for this vary by plan, and forwarding to an outside number may need RingCentral to turn it on. Ask RingCentral if you can’t find it.
Check with your provider
We couldn’t confirm a busy setting that forwards to an outside number on RingCentral. Set up When no one answers, and ask RingCentral about busy calls.
Check with your provider
If a call queue or auto-receptionist owns your number, an admin sets this on the queue instead. An auto-receptionist may not forward straight to an outside number, so ask RingCentral.
In the RingCentral app, signed in as the user who owns your practice number, set your Work hours.
Under After hours, forward calls to an external number and enter your Terva number.
Ring time
Set the no-answer ring time to 15 seconds where you can. 10 to 20 seconds is fine. For a call queue, set the caller’s total wait to about 15 to 30 seconds.
Set the queue’s wait time, or your user ring time, to 15 to 30 seconds.
Check it works
- From another phone, not one on your practice line, ring your practice number.
- Don’t answer at the practice. Let it ring out.
- Terva answers.
- Do it again once after hours. If voicemail, or someone carrying the practice phone, answers first, the call won’t reach Terva.
Ringing your Terva number directly doesn’t test forwarding. To test When busy, keep another call going on the line first. Test the after-hours route after closing.
Signed up to Terva? Press Check it works on Phone line, and Terva rings your line for you. How the check works.
Turn forwarding off
Turn off the missed-call forward and Forward all calls, and set the after-hours and queue rules you changed back.
Ring your practice number again to check calls stay with your team.
Someone else looks after your phones?
Copy this, fill in the [brackets] and send it. It has your Terva number once you enter it above.
Whoever runs your phone system
3CX, Maxo, Teams, Zoom, RingCentral, TIPT, hosted desk phones, or an IT company that manages them.
Hi, we’re setting up Terva to answer our practice’s calls when our team can’t. Please make this change for calls to our main number, [practice number]:
1. Find what answers that number first: a menu (auto attendant), ring group, queue or time switch. 2. When nobody answers within 15 seconds, or a caller has waited 30 seconds in a queue, send the call to our Terva number 0X XXXX XXXX as an external number. Use +61 X XXXX XXXX if the system needs +61. 3. If a menu answers, send callers who press nothing to the same place after the timeout. 4. Outside our opening hours ([opening hours]), send calls to 0X XXXX XXXX instead of voicemail or a closed message.
Please also: - make sure voicemail doesn’t answer before this - turn off any “press 1 to accept” or call confirm on forwarded calls - keep the caller’s number showing (caller ID pass-through) - leave our daytime ringing as it is, so our phones ring first
Please tell us what you changed and how to undo it. When it’s done, Terva will ring our number to check it works.
Thanks, [your name]
Sources
These steps follow the provider’s own guides, checked in September and October 2026. Menus change, so if a step doesn’t match what you see, check with your provider.
Other phone systems
See every phone system- A phone system answers first
- Calls already go to a mobile
- Telstra mobile
- Optus mobile
- Vodafone mobile
- Boost, ALDI, amaysim and others
- Telstra home or business phone
- Optus landline
- TPG or iiNet
- Aussie Broadband
- 3CX
- Maxo (MaxoTel)
- Hosted desk phones
- Microsoft Teams Phone
- Zoom Phone
- Telstra TIPT
- Older phone system or adaptor box
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