Call Queue Delay Afterhours Forwarding

​@Susan2153262010,

That definitely sounds frustrating! Ideally, the recording notification should finish before the external party answers. But when a call is forwarded to an outside service, the timing between the systems doesn’t always sync perfectly, so the audio prompts can overlap.

To get this checked properly, it’s best to contact RingCentral Tech Support. They can review the backend timing on your call queue and see if adjusting the transfer delay by a second or two will help the “Call is being recorded” prompt finish before the external service plays its greeting.

What to prepare before reaching out:

• A few sample calls from the last 24–48 hours
• The exact date and time of those calls
• The “To” and “From” phone numbers involved

You can open a case here to get started: RingCentral Support – New Case

Hi Mary,

Thanks for your response.  In speaking with support this is a known issue and a case is already open.  Unfortunately there is no eta as to a resolution.

Do you know of any programming changes that I can make to force the notification prior to the call being transferred?  Should I setup a user to transfer the call to and then set that user to automatically forward the call to the external number?

Any additional guidance would be appreciated.

Thank you

In speaking with support they advised sending the call to a ring group with call recording enabled and from the ring group send the call to the external number.  This does work but I am now being billed a mobile user fee.  I’m reaching out to my customer service rep to try to have these fees waived due to the known call queue issue but was wondering if there is any other way around this.

Hi ​@Susan2153262010,

This sounds like a great next step! I don’t have any other workaround to suggest at the moment, but we’ll see if someone else does. They’ll comment here.

Do you happen to have your service rep’s information? I can look it up and send it to you if needed. Just let me know!

Hi Mary,

The last I knew my rep was Lovely Zipagan-Cristobal and assuming she still is since I haven’t heard otherwise.

Thank you!

Yes, she still is! 😊