Settings and activity
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Ahren
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4 votesAhren
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An error occurred while saving the comment Ahren
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I highly recommend this idea be implemented and separately from the linked "similar" idea.
Those similar ideas seem to cause major discrepancies between what's wanted and what's implemented. For instance:
In the "service.ringcentral.com" portal you have absolutely no way to assign ringtones to groups, queues, or individual numbers. The only thing you can set here is "audio the caller hears while connecting". There should absolutely be a way to set specifically the ring tone the group members' phones will use when they ring, within the "Greetings and Hold Settings" expandable. This would make the most sense as company-wide ringtone rules could be applied here, with a little checkbox to 'override individual settings' if the company wants it enforced.
Another for instance:
In the individual user assigned to a phones' settings, from the 'app.ringcentral.com' portal / dashboard; Users can go to Settings and then either Phone, Notifications, or Audio - and from each of those places, access ringtone settings. The issue is how absolutely incomprehensibly those settings apply:
1. Contacts has a 'manage' button that lets you set a specific ringtone per contact.
2. Call Queues does NOT have this feature, ringtone settings apply universally to all call queues. This is incomprehensible. Most calls are configured to go through some sort of queue - be it reception, emergency, etc. We want to be able to differentiate. Why wouldn't you allow this?
3. Internal calls; Exactly the same thing as #2. Why wouldn't you let internal call ringtone settings be configured per internal contact the same as #1? Makes no sense.You really need to fix how you half-implement features. For instance, on Forward All Company Calls. You give only the option to set it up to forward from time a to time b all on the same start date. Why not also allow it to be from time a day a to time b day b, with a checkbox for 'make this daily'? Its just not sensible.
Even more, why wouldn't you enable all known features typical to phones and PBX systems - such as '*62 <number>' to enable company-wide call forwarding on the fly?
Please please please implement ring tone customization for every category, in a way that allows to specifically assign a ringtone PER UNIT PER CATEGORY. I.E. For each individual contact within contacts, each call queue within call queues, and each internal caller within internal callers; And PLEASE add the option as described above to implement company-wide ringtone settings that can override individual settings or allow individual overrides; Directly from the service portal; So that we tech guys don't have to log into every single user and configure ringtones individually!!!
Since there are people who think this "similar idea" works for all "similar ideas", I want to add my 2 cents here and explain what aspect of this idea is critical and of the utmost importance to my client.
These similar ideas seem to cause major discrepancies between what's wanted and what's implemented. Meanwhile, this idea system doesn't offer a way to tag similar idea separately so points about them can be combined.
For instance, here's the specifics:
In the "service.ringcentral.com" portal you have absolutely no way to assign ringtones to groups, queues, or individual numbers. The only thing you can set here is "audio the caller hears while connecting". There should absolutely be a way to set specifically the ring tone the group members' phones will use when they ring, within the "Greetings and Hold Settings" expandable for a group or call queue. This would make the most sense as company-wide ringtone rules could be applied here, with a little checkbox to 'override individual settings' if the company wants it enforced, or to leave unchecked if they want to let individual users override it.
Another for instance:
In the settings for an individual user assigned to a phones, from the 'app.ringcentral.com' portal / dashboard; Users can go to Settings and then either Phone, Notifications, or Audio - and from each of those places, access ringtone settings. The issue is how absolutely incomprehensibly those settings apply:
1. Contacts has a 'manage' button that lets you set a specific ringtone per contact. This is the only sensible part about it.
2. Call Queues does NOT have this feature, ringtone settings apply universally to all call queues. This is incomprehensible. Most calls are configured to go through some sort of queue - be it reception, emergency, etc. We want to be able to differentiate. Why wouldn't you allow this? Why wasn't this done to begin with? It seems extremely lazy to me.
3. Internal calls; Exactly the same thing as #2. Why wouldn't you let internal call ringtone settings be configured per internal contact the same as #1? Makes no sense.
You really need to fix how you half-implement features. For instance, on Forward All Company Calls. You give only the option to set it up to forward from time a to time b all on the same start date. Why not also allow it to be from time a day a to time b day b, with a checkbox for 'make this daily'? Its just not sensible. Or, even better, allow to configure multiple forwarding ranges per day, ever day of the week, for complex forwarding rules (i.e. emergency voice answering service hours where nobody is in the office...but not "closed").
Even more, why wouldn't you enable all known features typical to phones and PBX systems - such as '*62 <number>' to enable company-wide call forwarding on the fly until its disabled? I'm not entirely upset here as I did score an integration job here. Yet, I don't see a solution to our ring tones issue in the dev API.
Please please please implement ring tone customization for every category, in a way that allows to specifically assign a ringtone PER UNIT PER CATEGORY. I.E. For each individual contact within contacts, each call queue within call queues, and each internal caller within internal callers; And PLEASE add the option as described above to implement company-wide ringtone settings that can override individual settings or allow individual overrides; Directly from the service portal; So that we tech guys don't have to log into every single user and configure ringtones individually!!!
And features seem to be lacking all over the place. Every route we could take to resolve the issue is lacking. Contacts can't forward simultaneously to all other selected contacts...it's one at a time; Even more internal calls cannot in fact be configured per internal contact anyways. Even further then, you can't let it ring "endlessly" in any configuration because you're maximum ring time is 15 minutes.
The use case? They have a separate number for emergencies. They want emergencies to ring to every device (even reception phones tied to the reception queue), and for them to ring as a siren tone, endlessly, until someone picks up.
Seems pretty simple, but no complexity can implement this feature. We had to create 2 emergency queues, forward between them from their maximum ring time for 'endless ringing', and ultimately fail horribly because there is no way to keep reception calls ringing with the default ringtone but emergency calls ringing with the siren ringtone.