Call Queues: pound # to go directly to voicemail

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  • Updated 5 months ago
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We don't want to have to create a new voicemail only extension to allow customers to leave a voicemail from a department call queue. We want them to be able to hit pound # while in the queue and go directly to that department's call queue voicemail like they use to be able to do.

Then we can let the people on hold know with the interrupt that they can press pound if they don't want to keep waiting. This allows the people who want to wait, wait, and those who are tired of waiting to leave a message and keep our system and voicemail messaging simple and consistent.
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Brett Youngberg

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Posted 4 years ago

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Tony Wilhelm

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I second this idea.  Much needed change.
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Kyle Watson

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Definite show stopper.

We wanted to switch to ring central but this prevented the switch.


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Mike, Official Rep

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Thanks for your comments everyone.  We have numerous requests from others wanting the # or * keys to perform certain actions and all are taken into consideration by our Product Team.  I can not promise any changes here but these comments are being seen and taken into consideration as the product evolves. 

Mike 
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Brett Youngberg

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Hi Mike, to clarify, this is once they enter a call queue/group (not before). Before, users could skip waiting in a queue and go directly to the department voicemail simply by pressing #. Now they have to hit an extension number not used somewhere else to go to a voicemail only extension to take the message for the department. Very clunky and now we have 2 voicemail inboxes for 1 department: 1st one if they reach the max allowed waiting time or if the number of callers exceeds the limit and the 2nd if they don't want to keep waiting.

This also really sucks because for each department we need a different extension and the customer has to pay attention as to which numbers to press to skip waiting and leave a message in the correct department because the behaviour is different in each call queue.

The # use to take callers to the department voicemail but then it was removed with the interface update. Not sure why IVR menus allow for # and * to navigate and call queues do not.
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Mike, Official Rep

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Thanks for clarifying.   These comments do help our Product Team. 
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Brett Youngberg

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Is there anyway we can do this now? We don't want to force customers to leave a voicemail when in a call queue but if they want to leave a voicemail, we want it to be easy and not have to create a duplicate voicemail only extension on top of the department voicemail. Can we please get the # or to go to the department voicemail if the customer wants?
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Brett Youngberg

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I have to add that when someone is in a queue and presses the new voicemail ext number we've had to set up for that queue so they can stop waiting and leave a voicemial, it counts as a MISSED Call for the queue/department extension. We are using Zapier to create Zendesk tickets on missed calls longer than 20 seconds so we can follow-up. However, this now creates some confusion as people leaving a voicemail are counting as a missed call. We end up with a Voicemail in Zendesk and a missed call ticket (and no automatic association in Zendesk because there is no native ticket creation based on phone number). Please let them hit # to go to the department voicemail that is set up so we don't get a bunch of erroneous missed calls.
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Damon Grant

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Yeah this seems like a no-brainer.  Let the customer go straight to Vmail if they want to leave a quick message rather than wait.  
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Brittany Beavers

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Has RingCentral adopted this feature yet?
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Mike, Official Rep

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Brett Youngberg

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It used to be a feature. Now you have to create a separate voicemail extension for each of your call queues if you want to give callers the option to leave a message before the hold times out. Don't know why they removed it or won't bring an option back so we don't have to duplicate voicemail boxes
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Saroma Baillie

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Why was this feature removed? This is needed for our call queues!
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Adrian Dewey

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This reply was created from a merged topic originally titled Allowing key press assignments to users whilst on hold..

Would be great if customers were able to press a button to take them to a voicemail whilst on hold in a call queue.
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TLAPA

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Are you kidding me?  Three years later and you still don't offer this critical functionality.  I'm piloting this service and all was good until I hit this brick wall.  I'll have to reconsider using RC - unless someone has a workaround for this issue.  There must be some way around this.