question

Theresa Feeback avatar image
Theresa Feeback asked tak-it1 answered

Transferring and Repeating Initial Greeting

When we transfer a caller internally or attempt to call another extension, our lines repeat the initial greeting ("Hello! Thank you for calling....etc.)

We have some customers that have to talk to multiple departments. Having to hear our greeting over and over gets old real quick.

Is there a way to turn this off? We would much rather it go to hold music or something.

phonecall handling
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Hi Theresa, there is no option to turn this off. It is what the callers will hear when the User Greeting is on. The workaround would be to warm transfer the customer or wait for the greeting to finish before clicking transfer.

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1 Answer

tak-it1 avatar image
tak-it1 answered

This can be done, assuming you're referencing one of the greetings in "Screening, Greeting and Hold Music" for the user.

If so, you would basically do the following:

  1. You would NOT enable/upload the greeting to each default user profile.
  2. Instead, you will make a Custom Rule under "Call Handling and Forwarding" called "Greeting", or whatever you would like to name it
  3. You'll select the option for "Called Number" and choose either the direct line, or main number + extension number. Click "Next". In my example, i chose my company's main # + extension of the seat
  4. 1633491789081.png
  5. Upload your company greeting in your Custom Rule's "Screening..." section.Click save.
  6. 1633491840322.png


Essentially, what this is doing is telling the phone system that if someone dials the user's direct # or main # + extension, it will play the greeting to the client. This is good and what you want the client to hear. Now, if the call needs to be transferred to another extension, when the RingCentral User clicks "transfer" and dials the extension # they wish to transfer to, RC will look at the rule on the profile of the transferred extension and not play the greeting - this is because the call was transferred simply via extension and not via direct number or main # + extension.


Hopefully that helps.


1633491789081.png (30.6 KiB)
1633491840322.png (44.5 KiB)
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