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Bens Shuttle avatar image
Bens Shuttle asked ·

Calls to business going to personal cell phone voicemail..

Hi, I am running a small business and because I am not in the office most of the time I have the business calls forwarded to my cell phone. 
I set the RC system such that when I cannot answer the phone, the call is transferred sequentially to an answer service that takes messages for me, books reservations and much more.. 

Transferring business calls to a cell phone comes with the risk of having the calls sent directly to my personal voicemail, when I am out of service area or when cell phone is off,  instead of sending the call to the next number in the sequence. 

In order to prevent calls to fall into my personal voicemail ever, I've changed the setting to play announcement before connecting. This prevents call from falling in my personal voicemail but unfortunately the calls will not connect to the next number in the sequence ( which is the answering service) because they also have a recording notification that cannot be removed by  law. 

Can someone help set my systems such that I can prevent calls from falling into my cellphone voicemail when I am not available or out of coverage area, while allowing the calls to connect to the next number in the sequence even if they have a recording notification?.

I will appreciate any information you. 
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Ken Siler Jr avatar image
Ken Siler Jr answered ·
There are two things I've done to prevent this issue. First do not set the rings to more thsn 4/20 seconds. Most cellphone vmail won't answer within this time frame. You can also contact your cell provider and have them increase the time before calls go to cell providers vmail. Ken
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Bens Shuttle avatar image
Bens Shuttle answered ·
Thanks for your reply.  I am actually not having a problem with the number of rings. I've set it properly to 20 seconds and it works fine as long as my cell phone is on and I am in a good coverage area. 

My concern is :

when my cell phone is off or when I do not have signal, the business calls will go to my cell phone voicemail instead of RC detecting that it's actually a voicemail box. I can set RC to detect when it's a voicemail box answering and then jump to the next number in the sequence, but when I do that, the calls will not be connect to the answering service because the recording notification will make RC think it's a voicemail box and it will skip it. 

What I am trying to accomplish is to allow RC to detect when a call falls into a voicemail without thinking that the recording announcement for the answering is also a voicemail.

I think this is a basic feature that RC should have in order to cater to small companies with mobile employees.

BlueTie

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Hi Blue Tie,  

Am I correct, it sounds like the problem is that if your phone is turned off, the call goes directly to voicemail and therefore changing the number of rings won't help? 

For this issue, you may want to give us a call so that we can get your account information and take a look to see how it's currently set up.    888-898-4591

Mike 
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Thanks Mike,

I have actually called RC several times to try to find a solution. It worked only once but the call are going to my cellphone voicemail when my cellphone is off instead of jumping to the next number in the queue. 
Is there a representative that is familiar with that particular issue that I can talk to?
This way I can avoid spending to much time on the phone with other representatives.

Thanks
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Hi  BlueTie ,    Thank you for clarifying.  What you described is pretty typical of a cellphone provider. When the phone is off it is normal to dump straight into voicemail. The only think I can think of is to check with your cell phone carrier and ask them if there's any setting that can be changed, such as a certain number of rings before the VM answers. 

Mike
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Gonzalo Vidano avatar image
Gonzalo Vidano answered ·
Same issue here. Spent 1 hour in the phone today with a rep and he changed the setting to play announcement before connecting but now when I press 1 to pick up the phone call it actually disconnects the call... nothing seems to work with Ring Central, I contacted support 3 times already about this and the tier 1 call center that picks up has no solutions but they are not willing to elevate the issue to a tecnician.. What's going on here?

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Hi gonzalo, 

I was able to locate a recent ticket for your account. The best thing to do is reply to that ticket so that all of your notes are centrally located.  

Mike 
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