Settings and activity
42 results found
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10 votes
Eric
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61 votesPlanned ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
This will be implemented in November 2024 as Call Queue Custom Rule Templates!
An error occurred while saving the comment Eric
commented
I saw this was to be implemented in November of this year. Has it been implemented yet? If so, do we need to contact Support to have the feature show on our account? I do not see the Call Queue Custom Rule templates in the Call Queue templates on our account.
Eric
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27 votes
An error occurred while saving the comment Eric
commented
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.
Eric
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47 votesEric
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222 votesEric
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2 votesEric
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10 votesEric
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4 votesEric
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477 votesImplemented ·AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
This is now live! Learn more about this new feature here: RingEX Call Answered Elsewhere status
Eric
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11 votesEric
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9 votesEric
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3 votesEric
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3 votesEric
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24 votesEric
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7 votesEric
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49 votesEric
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5 votesEric
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16 votesEric
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21 votesEric
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16 votesEric
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The option to configure a holiday schedule that allows for recurring holidays should really be an option for any modern phone system. We came from Nextiva a few years ago, and one of the worst things about this transition has been that every single call queue must be setup to have its own holiday custom rule, and it must be done annually. RingCentral implemented the ability to create a template for this purpose, but that would mean you have one generic greeting for everyone. With our setup each doctor has their own phone number that goes to their IVR, which then sends calls either to their call queue or their call queue VM based on their selection. We have around 40 of these call queues, and their personal greeting must play for each one. So, I still must go to each call queue and rebuild the call rule annually to set each one up for holidays.
With Nextiva you created schedules for business hours, and schedules for holidays. You simply choose the schedule and holiday schedule you wanted for each call queue. Any changes you make to the business hours schedule or holiday schedule affects all queues tied to it. The holidays simply trigger after hours settings, meaning the call queue’s custom voicemail greeting applied for each one automatically. Additionally, you can set recurring holidays that only needed adjustment when a holiday fell on a Saturday or Sunday. So every year Memorial Day, July 4th, Labor Day, Thanksgiving Christmas, etc. would all automatically be off. The Altigen phone system we had before Nextiva worked similarity. It use seems like a basic feature that all systems have, aside from RingCentral.
I wouldn’t mind setting a custom rule for each call queue that linked the same or a different VM greeting, but the option to choose business hours or holiday hours should be an option. A global holiday hours option would mean any changes to that schedule affect all custom rules with it selected. You can select Business Hours or After hours as an option in the call rules, why not an option for Holiday Hours that is global?