Call Queues: pound # to go directly to voicemail

  • 0
  • 26
  • Idea
  • Updated 3 months ago
  • (Edited)
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.
Photo of Brett Youngberg

Brett Youngberg, Champion

  • 2,186 Points 2k badge 2x thumb

Posted 4 years ago

  • 0
  • 26
Photo of Tony Wilhelm

Tony Wilhelm, Champion

  • 238 Points 100 badge 2x thumb
I second this idea.  Much needed change.
Photo of Kyle Watson

Kyle Watson

  • 210 Points 100 badge 2x thumb

Definite show stopper.

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


Photo of Mike

Mike, Official Rep

  • 92,204 Points 50k badge 2x thumb
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 
Photo of Brett Youngberg

Brett Youngberg, Champion

  • 2,186 Points 2k badge 2x thumb
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.
Photo of Mike

Mike, Official Rep

  • 91,894 Points 50k badge 2x thumb
Thanks for clarifying.   These comments do help our Product Team. 
Photo of Brett Youngberg

Brett Youngberg, Champion

  • 2,186 Points 2k badge 2x thumb
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?
Photo of Brett Youngberg

Brett Youngberg, Champion

  • 2,186 Points 2k badge 2x thumb
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.
Photo of Damon Grant

Damon Grant

  • 228 Points 100 badge 2x thumb
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.  
Photo of Brittany Beavers

Brittany Beavers

  • 80 Points 75 badge 2x thumb
Has RingCentral adopted this feature yet?
Photo of Mike

Mike, Official Rep

  • 90,988 Points 50k badge 2x thumb
Photo of Brett Youngberg

Brett Youngberg, Champion

  • 2,146 Points 2k badge 2x thumb
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
Photo of Saroma Baillie

Saroma Baillie

  • 60 Points
Why was this feature removed? This is needed for our call queues!
Photo of Adrian Dewey

Adrian Dewey

  • 152 Points 100 badge 2x thumb
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.
Photo of TLAPA

TLAPA

  • 320 Points 250 badge 2x thumb
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.
Photo of IT Infrastructure

IT Infrastructure

  • 98 Points 75 badge 2x thumb
+ 1
Photo of Matthew

Matthew

  • 88 Points 75 badge 2x thumb
I would like this to be amended to 'key press', just for a bit more functionality. Also key press in queues as a standard function. That way the interrupt message could ask them to leave a voicemail at any time by pressing # or 0
Photo of CC-Bill

CC-Bill

  • 150 Points 100 badge 2x thumb
OK, I am a noobie.  Just signed up yesterday, but I have been playing & testing different things.  I also ran into this scenario, and it was a big disappointment.  There is no way I am going to let my customers sit in a queue without an option to go to voicemail.  I think I found a good workaround.  I will preface it with the following:  I have a multi-site setup with multiple IVR's (however, I would think it would work the same without multiple sites and even with only one IVR).  Also, my IVR's are setup to have a "Key Presses" of "0" to "Transfer to voicemail of" (the call queue extension).  During the queue hold process the customer can actually press "0" twice.... so "00" and it will bring them to the queue extension voicemail.  The first "0" pressed actually brings them back to the initial greeting and the second "0" pressed transfers them to the queue's voicemail (because of the "Key Presses" configuration I mentioned above).   So, "00" looks like it works.  Now, I can just indicate to the customer while on hold that if anytime they want to stop holding and be transferred to voicemail, press "00".  

As a side note, the first "0" seems to bring it back to the IVR greeting, so if in the initial greeting(IVR) you have it setup where "0" transfers to a live operator and didn't want "00" transferring to a live operator, you could have a hidden "Key Presses" of lets say "7" that "Transfer to voicemail of" (the call queue extension).  So, in this scenario, it would be "07" that would transfer the customer to the call queue voicemail when the customer was tired of waiting in queue.

Hope this helps!  It looks like it will work for me!