Settings and activity
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Colleen
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10 votesColleen
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An error occurred while saving the comment Colleen
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As an insurance agency, we commonly have clients contact us to file claims or make payments who do not have their policy information with them. It is our practice to conference call the carrier, provide the client name and policy details and warm transfer the client to carrier while leaving the call. In Ring Central, it appears that we cannot leave the call when adding the carrier to assist the client. For this reason, there is precious time and money spent waiting for that call to end where our agent could be servicing other accounts. There should be a way for us to connect an inbound call to an external number and leave those two calls connected with the option for us to leave the conversation.
in our agency procedure, when a voicemail is left for an agent that is the function of another group, we forward the voicemail to a queue. Being new to Ring Central, we have not found the option for this. For example, an active client leaves an after hours vm for a sales agent, that agent can only forward the vm to another individual in our organization instead of the group service inbox. Additionally, the details i.e. caller ID and phone number are lost for the recipient vm inbox that were available in the original inbox where the vm was left. When a voicemail is forwarded, it should retain the caller ID and call back number visibility in the inbox it lands in after the forward.