Add a custom call handling rule for when i am on the phone

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I want to add a custom call handling rule for when i am on the phone.  With the old version there was an option.  It is no longer there.  This is very frustrating!!  If i am on the phone my customers get a recorded voice saying "no one is available to take your call".  This is a terrible disservice to my customers.  I should be able to tell them I am in the office and currently on the phone and can call them back shortly.  Please advise how to set this up.  If it cannot be done, then fix this asap.
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Jim B

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Posted 1 year ago

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Jan Ferguson, Channel Partner, Champion

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Simply change/record your voicemail greeting to reflect that you are in the office but currently on the phone ot with a customer. Ask them to leave a message for you and you will return the call as soon as you can.

Alternately you can just say in the recording that you are currently unavailable and advise them that their call is important to you. Then ask them to leave a message and you will return their call as soon as you can.
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Jim B

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The system will not differentiate between being on the phone (in the office) or not answering the phone (away from the office).  I don't want to change the settings every time i leave the office for an hour. 
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Jan Ferguson, Channel Partner, Champion

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I agree that RingCentral does not have that specific functionality. Chuck and I give you several options to be able to try to deal with what you want to do.

I'm sure that Mike or someone else from RingCentral will turn your request into an idea for the development team to take a look at.
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RC-Installer, Champion

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In addition to Jan's commnents, your phone should have 2 lines at least so you should be able to answer this call if you choose or just tailor your message with a custom one like Jan said.

Chuck
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Jan Ferguson, Channel Partner, Champion

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As far as for after office hours you can set a different voicemail greeting letting your callers know that you are not available and advise them your office hours.
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Jim B

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I am not talking about after hours.  During normal hours, if I am on the phone, I want to have a custom message saying that i am in the office and will return the call. 
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Jan Ferguson, Channel Partner, Champion

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I was just giving you options for all times of the day. If you use the first suggestion I gave you two messages back it will accomplish what you want to do.
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Mike, Official Rep

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Jim B.

I've changed this to a feature request so our developers can take this into consideration. Unfortunately I don't have any other work-around besides what Jan and Chuck mentioned.

Mike 
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Sophie Ramos

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Thanks, Mike. Would love to have this feature as well. Although what Jan and Chuck suggested is still doable, it would still awesome if this gets implemented to save time and effort.
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Jim B

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Is it possible to have two separate custom messages for Users Hours that I can select.  One can say that i am out of the office please leave a message or call my cell phone, the other message can say that i am in the office but on the phone or away from my desk. Both need to be able to take a message.  I would have to change it every time I leave but at least customers would know if i am in or not. Under the Handling Action the options are Forward Calls, Take Messages Only, Play Announcement Only, Unconditional Forwarding,  but not Play Announcement and take a message.  Seems simple.
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Jan Ferguson, Channel Partner, Champion

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Jim,

You would record the "in office" voicemail greeting under the voicemail greeting menu option. You would then save it with whatever file name you wish to save it under, for example " In office voicemail greeting". You can then next record a separate voicemail greeting for when you're on the phone or otherwise Out of the office. You would then save that similarly as "Out of office voicemail greeting".

After you have done that all you would have to do would be to import the message you want to use at any given time, whether it be the in office or out of office voicemail greeting.

Because you have already saved them all you have to do is switch between them, as you indicated that you would most likely have to do. You do not have to record them each and every time.
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Chris Duquette, Champion

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it would be a great feature to have that, if a user is on the phone the system could know that and play a different greeting than the greeting recorded to play if you were to just miss a call. until we have it or have it back, jan's options seem to be the only ones.
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Jim B

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I have recorded two separate messages as you suggested.  I cannot find an option for where to select the one i want to use.   UGGH! I think i want my answering machine back.
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Jan Ferguson, Channel Partner, Champion

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Jim,

It's really quite simple. I realize that it can be overwhelming until you have learned how to accomplish a task.

Hopefully you downloaded your voicemail greeting messages after you recorded them (if you did so in the RingCentral portal). If you used some other tool, no issue as long as it's a .wav or .mp3 file.

In your extension go to Messages & Notifications, then Voicemail Greeting, then click on the red Record button (as you did when you recorded your greetings...if you used some other tool make certain that the Custom radio button is checked), then click Import. Then Browse for your pre-recorded greeting then Attach it. Of course, make sure you Save it as your last step.







(Edited)
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Jim B

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Got it. Thanks.  So what I have done is recorded a message basically saying; I am in the office but not able to answer the phone.  Then under Call Handling & Forwarding i created an Advanced Rule called Out Of Office.  The OOO Rule conditions are set to my user hours, the action = Take Message Only, and  then i made a new voice message saying i am out of the office.  This seems to work.  I just need to remember to turn the advanced feature on when i leave the office and back off again when i return.  Otherwise the calls go direct to voice mail.  Seems to work.  Thanks for all the help.
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Jan Ferguson, Channel Partner, Champion

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You're very welcome. Glad you found this as a suitable workaround. Hopefully RIngCentral will consider your feature request.

Jim...as a second thought, I understand that you are using an Advanced Rule based on your user hours but you can do that also with the After Hours tab. While this won't help when you take off during the lunch hour, it will automatically, without you having to invoke the Advanced Rule during your "After Hours" schedule use the Out Of Office voicemail greeting during your non-user hours.

I don't know how you have your user hours set up or how you set up your Advanced Rules but it is yet another option. When you click on the After Hours, then the Voicemail Greeting, it will basically look the same as the User Hours screen. But it is totally different and will reflect what you want accomplished during After Hours.

(Edited)