I can't believe this system does not allow such a basic feature. This is basically the only reason our doctors are not happy with the RingCentral system at this point. If they want patients calling to have the option to wait on hold, they are trapped until the 15-minute wait timer has expired. We can shorten the timer, but then patients that would rather wait on hold, such as if they need to get a hold of someone on a lunch break or something, are unable to do so. While we have 3 years left on our contract, the lack of this basic feature is likely a deal breaker to renew. We even upgraded to the RingEX Advanced licenses for the extra call queue routing options, yet this most basic of routing option is not available. I really hope this is added before our contract expires, as I would rather not go through another phone system migration.

My only work around is to create an IVR, have the calls filter into it, and then present the patients with the option to go to the call queue or leave a VM. If they wait on hold for a while and want to leave a VM, the only option they have is to hang up, call back, and select the VM option I put into the IVR.