question

eric-greene2860 avatar image
eric-greene2860 asked ·

Forward Call Queue to 3rd party (answering service) after 1 minute

Customer service is very important to our company, but there are times when we are short staffed due to breaks, holidays and vacations.  In order to prevent one of our customers from holding longer than usual or being forced into voicemail, we have contracted with a 3rd party answering service and want to forward those calls to them instead.  This gives our client a live voice and an opportunity to speak with someone versus being sent to a voicemail or staying on hold. This is not available at this time, but there is an option in call queues to forward to voicemail after x minutes or play a message and disconnect.  We would like to option to forward to an external number (cell phone or 3rd party answering service).
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kim avatar image
kim answered ·
Eric - you can set up and Advanced Rule in your Call Queue for Answering Service and just log in and turn it ON when you need it.  

-You can create a Virtual Ext that fwds to the Answering Service and add that ext to the Rule. 
-Or You can set the Queue to Unconditionally Forward to the Answering Service. 
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Still waiting for a reasonable solution.  I am trying to have calls in queue more than x seconds or minutes forwarded automatically to our third party answering service.  We use simultaneous ringing.  Manually turning this on and off is not a reasonable expectation.
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Team Locksmith avatar image
Team Locksmith answered ·
If you do this for say 30 out of 40 extensions, Do you need to make 30 rules and log in and turn each of them on and off?
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Team Locksmith ,  Is your scenario the same as Eric described above?  If so, no, you won't have to do this for each user. You would set up the Advanced Rule one time under the Group instead of each user.  But, you would have to do as Kim stated and an Admin would need to log in and turn it on/off as needed. 


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jnperri3348 avatar image
jnperri3348 answered ·
None of these replies actually work becuase when you forward a call from the call queue to an external extension it will always ask the answering service to select 1 to accept the call.  Most answering services have a greeting when your call comes over and no one to press 1 to accept the call.  RingCentral needs to turn this feature off but there is no way to turn it off on the call queue.  They simply need a selection for never but they refuse to add it.  The customer service dept is clueless on this as well as there is currently no solution other than to look at Ring.io as an alternative. I'll update this post once they provide a simple solution to their call queue. 


Dear RingCentral - just add an option to select Never on the call queue routing under incoming call information for call queue calls!!  
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This feature is critical for us as we use several contractors for overflow and night service. Has this been addressed?

Noting Chuck Fuscone's reply one month ago, I should say currently we may forward calls hundreds of times each month. I will notify the vendor management team and my boss regarding this.
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oncallanswer3873 avatar image
oncallanswer3873 answered ·
We are a 24 hour answering service and we have several companies that use us for roll over calls including other RC users, all of our calls are answered by live operators that are trained and used to pressing one. This is not intended as an advertisement, just to let you know it can be done. 
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mac-jorgensen avatar image
mac-jorgensen answered ·
We have the same issue. when a caller is in the queue for too long we wanted the call forwarded to an external answering service. Does anyone know how to accomplish this?
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Hey Mac, this could be done.  Few factors are at play depending on how your call queue is setup.  the option is ONLY available when using Rotational or fixed call handling .  NOT Simultaneous Ring.

Once past that you could create the over flow queue and setup a Virt extension that will forward the call to your answering service.

Now you could possibly get charged extra if more than 10 calls in a month are forwarded out from a virtual extension.  that is a whole other discussion.

You could look up Overflow Call Queues in the support section or work with someone to help configure this for you.

Thanks

Chuck Fuscone
Certified Ring Central Consultant
Chuck@Yoritguy.com
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cj-williams avatar image
cj-williams answered ·

We need better queue overflow settings. This includes, forward to another queue or extension after x seconds, and forward to another queue or extension after all members fail to answer.

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