Allow transfers directly to the dial by name directory
Currently in RingCentral Office, you have no way to directly send calls to a dial by name directory without inserting an IVR in the middle. This is extremely frustrating when contact center is on the front end. The caller has the option in Contact Center to transfer to the dial by name directory. They select that option. Then the RCO IVR says to press an option number again to then finally be transferred to the dial by name directory. This is not a great experience for the caller. I would rather see an option like the "message only extension" that is the dial by name directory. That way a language can be seleted and it bypasses having to have the extra IVR prompt in the middle.
CO Operator
shared this idea
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Bethany
commented
Currently when you type the name of one of our properties into the dial by name directory you see all of the IVRs for that property (example, for our property Northway we have an IVR for Northway After Hours, Northway Spanish Mailbox, Northway Main IVR, etc, and all of those show up when you type in Northway). It is not clear to our internal employees which to choose if they need to call the property. We would like the ability to flag an IVR as to whether it should show up in the dial by name directory or not.
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Mike
commented
This certainly seems like a backwards step for customers coming from other platforms.