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randall-wilen asked ·

Call Handling: add Advanced Rules for Announcements-Only Extension

I have a US account (IVR Level) for a gourmet popcorn company with an ecommerce site and physical storefront. Our company hours are set to 24 hours so that we can filter callers at the department level as a website or store customer. Additional we have an announcement only extension that gives out store hours and directions.

I would like to have Advanced Call Handling Rules for this announcement only extension but I don't see that option there. This would allow me to setup special temporary messages such as closed Labor Day or extended holiday hours.

I know I can change the message for my"Store Hours and Directions" announcement but this requiresremembering to change it back to normal at the right time. I don't want to putthe rule on the top level greeting either unless I am missing something and cando this but still get callers through to departments. A rule on the departmentlevel here would allow me to temporarily change the announcement for a day or a week orwhatever.

Case #04982230
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danno answered ·
A lot will depend on not only how you are set up but the plan you have with RC.  We currently have this set up in our IVR and use the Advanced rule to turn it off and on.  The Rule is programmed for the entire year, every holiday, and callers can still use the one-touch feature to direct their own call to certain departments that are open on holidays.  Best to deal directly with RC support or your rep - but it can be done.
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kim answered ·
Randall Wilen

The Advanced Rules are set under Company Call Handling or under  Users.  This is where you would create a rule for any closures or holidays, and then direct the rule to the  Announcements-Only Extension or  Messages-Only Extension.  

Here is a related thread that will walk you through setting up these rules: 
      Setup Holiday Hours : Advanced Rule
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randall-wilen answered ·
Danno & Kim,

When I submitted the original help request I was told this was not currently available but a great idea that I should submit here for upvoting.

I have IVR mode single level on my account. The Advanced Rule option is only available for the Auto-Receptionist and for Departments that have users assigned. Since my business is an ecommerce (ext 2), physical storefront (ext 3) and mobile business (ext 5) I have just a short and simple reception greeting. Customers wanting to hear store hours and directions (ext 4) go to an Announcement-Only Extension. If the physical storefront is closed or I want some other type of short term special announcement there is no option to set a rule to play that announcement based on the usual advanced rule definitions. I can do this manually only at this time, not automated through advanced rules.
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