Hello,
We are subscribing to an external service for afterhours. I’ve been going back and forth deciding to add the external transfer to the main afterhours IVR or utilizing the afterhours setting in the Call Queue.
Is there any benefit/downfall to either one?
Thank you
Best answer by BeckyH
Hey,
Use the IVR Transfer if:
You want a "Hard Cut." If your office closes at 5:00 PM and you want every call after that second to go straight to the service without hitting your internal system at all, the IVR is the most stable and professional method.
Use the Call Queue Setting if:
You want a "Soft Cut." If you have staff who occasionally work late and you want the flexibility to handle a few calls before they "overflow" to the external service, the Queue settings provide more granular control.
Regardless of which you choose, ensure "Outbound Caller ID" is set correctly in your RingCentral portal. You likely want to see the original caller's ID (not your own RC number) so your after-hours service knows who is calling!
Let me know if this helps or if you have additional questions.
+2Hey,
Use the IVR Transfer if:
You want a "Hard Cut." If your office closes at 5:00 PM and you want every call after that second to go straight to the service without hitting your internal system at all, the IVR is the most stable and professional method.
Use the Call Queue Setting if:
You want a "Soft Cut." If you have staff who occasionally work late and you want the flexibility to handle a few calls before they "overflow" to the external service, the Queue settings provide more granular control.
Regardless of which you choose, ensure "Outbound Caller ID" is set correctly in your RingCentral portal. You likely want to see the original caller's ID (not your own RC number) so your after-hours service knows who is calling!
Let me know if this helps or if you have additional questions.
+2Hi Becky,
This does help. Thank you!
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