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Managing the holiday hours for our locations requires us to manually enter in a custom answering rule for each company holiday for each location. For us that is over 600 manual entries and counting that need to be made each year. This could easily be eliminated by having a master holiday setting that could be applied to lines, queues, or ring groups in the account. Another way to accomplish this would be to have holiday call handling templates built-in. They could contain the most common holidays for each country with the ability to remove the ones that don't apply. The fact that there is no built-in capability to manage holidays is a major oversight.
Has there been any movement on this with development?
Completely agree with "This feature should be straight out of the box". Other systems has this for years. So nothing new here.
We have 100+ call Queues and growing. I had to code my own using the API. Should be able to just use a system wide "schedule" / template. Then we just need to change it in one location.
Further more, should be ble to import any custom schedule from a CSV with option to overide or add to the existing schedule. The just select the destination where calls should be directed.
What would be more useful is being able to mass select multiple call Queues and assign common settings like holiday routing, in one hit.
There should definitely be a system wide holiday schedules that can be applied to Sites so you only have one place to update. Need to be able to have them for multiple time zones too.
It would take a lot of front end work but you could do this by creating a Site for each Time Zone. All Sites calls for that time zone would go the Site. Then create custom site rules for each dialed number to point to the standard IVR for that site.
I just had a situation where our PS engineer from RingCentral had input the wrong date into the Holiday schedule that had been applied to all our queues. I had to go through manually to adjust so calls could come through. This type of feature would have saved me quite a bit of time and likely avoided this situation.
This feature should be "straight out of the box". We have over 110 sites each with their own queue. There needs to be a template manage settings at scale and should be treated as a priority. Music on hold is changed regularly for promotions, currently takes hours to manuall upload a file to each queue, not to mention the waste of bandwidth each time (ie 110 sites x 4MB file). This request has been sitting around for nearly 2 years. an update from RC would be appreciated. Thanks
Comment to boost visibility. This is an issue that could be easily resolved by implementing the same function as the "Copy call queue from..." setting. Or as others have mentioned, a template similar to user templates for bulk user creation/management. Currently, with 20 main company numbers and 13 yearly holiday dates, it's taking hours just to adjust the schedule for those.
All schedules should be a managed centrally and you just choose the schedule per object (queue, IVR, user, etc.). We also have a large setup with multiple environments. We have to setup all these custom call rules on Queues and IVR's and keep external documentation to know which Queue's and IVR's we have to update. Not to mention the actual updating, it is not 600 for us but probably 2-300. This is a very basic feature in any enterprise phone system.
Call queue templates would be very helpful. We currently manually update almost 400 queues every time we want to change hold music.
Call queue templates would be a great help when setting up holiday schedules. Better yet might be a company holiday schedule that can be applied to selected objects.
I would expand this into a staged page where you could setup scheduled changes to the queue business hours.
Prep the template there with the expected changes that will go into effect for each queue business hours in advance of the due date. System will copy the template over the active queue business hours on the date it is set to go into effect.
Add to this the option to store future changes by name and be able to edit reuse or revert back to old versions.
This would mimic the rules for advanced call handling "Custom Answering Rules" section but specifically overwrite the queue business hours that are currently active (and offer a list of the old ones that have past dates to edit for future years use).
Absolutely! We don't have nearly that many to do but it is incredibly cumbersome for the few we have. I cannot imagine 600.
Strongly agreed -- the standard holidays should already be built in and there needs to be a much faster way to apply this across multiple queues. My company currently has about 85 queues (and counting) and it takes several hours to complete this task, which is not an efficient use of my time.