Call Queue: Disable Voicemail

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Some of my clients requested to disable the voicemail option for call queues, since this option is already available for extension users, "Take Messages -> No".

Will we have this upgrade soon?

Thanks for any update!
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Ysmael Calix Quesada

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Posted 3 years ago

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Joe Gottschall, Champion

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I've found a work-around for a department that does not want to accept voicemail. Instead of using a call queue, I created a user without a phone, then forwarded all it's calls to a ring group. If no one in the group answers, the calls are routed to an IVR menu that says "Sorry no one is available to take your call. If this is an emergency, press 7 or dial the police at ..." Specifically:
Create a new IVR menu to say something, do something when buttons are pressed and disconnect if nothing is selected.
Create a new user without a phone and with an email address you can access.
Activate the user using the emailed link
Edit the user and set the user hours to the hours of the department or group
Set up Screening, greeting and hold music as desired (turn off screening)
Call Handling and Forwarding:
Turn off desktop apps and smartphones
Click Forward to other users phones and select the members of the group. Click Done.
Click Edit Ring Groups. Add all the phones to a ring group. Click Done.
Set the amount of time you want the group to ring.
Click After Hours. During after hours, forward calls. Unselect the ring group.
Messages and Notifications:
Take Messages: No.
How to handle missed calls: Connect directly to group.
Select your IVR menu as the group.

Now when this extension is dialed (or routed to via direct number or IVR) during the day, all the phones ring simultaneously. If no one answers, the IVR menu is played, then the call is dumped.
At night, no phones ring, it goes directly to the IVR, then the call is dumped.
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Eric L

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I'm just going to give you a heads up here that while this technically will work, do not use this option if you need to monitor presence.  If you're trying to keep track of who's on a call, you'll only be able to see that the Virtual Extension you created is on a phone call, not the user who answered.  Setting up the ring group like this is pretty much telling this extension to ring on other user's phones, without actually calling their extension.

I was trying to set up cascading call queues a couple months ago, and looked into this option myself.  The fact that you can't monitor Presence with this method was a deal-breaker for my company.  I've also read reports that you can't transfer calls when this method is used, but I never confirmed it myself.
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Eric L

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And I have to agree with Ysmael, and I think that disabling the Call Queue voicemail would be beneficial.  Personally, I would prefer that if nobody answers the Call Queue, the caller is automatically directed to an IVR menu which you can select (i.e. doesn't need to go to the default IVR).

Our Auto-Receptionist is set up with an advanced rule so that any incoming calls during business hours are directed to a "Ring All" Call Queue.  I had to set up the Call Queue voicemail with a recording directing callers to press "1" to go to the main menu, and I repeat the message again after a brief pause to ensure the caller presses "1" instead of leaving a voicemail.

To be honest, it's a pain retrieving those Call Queue voicemails, but we have been fortunate enough that not many callers leave a voicemail in the call queue.
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Julie Packard

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This reply was created from a merged topic originally titled Call Queue: Disable voicemail in call queue and connect it to a different Group.

Ability to turn off the voicemail in call queue and have an option to connect it to a different group would be beneficial to our company.

We are subscribed to RingCentral Office Premium 2-19 line. Our Company, Closetbox is a full-service concierge storage with a free pickup at your door and on-demand return delivery for the cost of a traditional self-storage unit. 

Call queue settings work for our business needs for our Customer Service but we do not have any dedicated employee who can take care of the voicemail messages. We would love the ability to have an option to turn off the voicemail in call queue and have an option to connect it to a different group would be beneficial to our company. Like when we call our Bank, it will never route you to a voicemail it will continue to play the music and you will hear an interrupt audio periodically and play a message for more than 15 minutes. We also would like to have that options. 
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I also have a client who wants the call queue to forward missed calls to IVR/ extension instead of going to voicemail. The normal extension have this feature they are hoping that call queue would have this too.

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We just launched with Ring Central and wish for this to be an option for us, as well.  It seems like a natural to have a way to not leave voicemail.  Keep this alive please!
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Is Ring Central not listening to their customers? This needs to be an option. I work for a retail store chain and this Voice mail is getting customers lost and this is POOR customer service on our side not to respond. 

Please add this as a feature request ASAP... 
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Jan Ferguson, Channel Partner, Champion

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I don't know how your system is set up however IF you use a regular extension instead of a Queue you can elect NOT to receive voice mails for any, or all of your extensions. Under Messages & Notifications select the No radio button to not receive/go to voicemails.You can then leave a greeting saying everyone is busy helping other customers and to try back in a few minutes.

On your Call Forwarding & Handling, you can then set the extension to ring for 75 seconds and by selecting to "Sequentially" ring each phone, you can add the same extension in a second, or third time and also set them for 75 seconds. That would give you 1 1/4, or 2 1/2 or 3 3/4 minutes to answer the phone. Surely even in a retail environment a phone can be answered by an associate in that amount of time.

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Allstar Recovery

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Bottom Line - Call Queues need to offer the option to have a VM or not. 


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I agree this should be a feature.  Since we can set each user to not take messages this should be available for call queues.  I attempted to send this to a user who was set to not take voicemails such as our conference room phone, but it appears that the call queue voicemail over-rides the setting of the user and the phone takes voicemails even though it is set to not accept messages.

This is a major hassle.
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IT Infrastructure

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IT Infrastructure

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Ian Bigg

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Vinni Nanci

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Cynthia Roe

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Tervion Ramsey

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Why is this still not a thing yet? This is why we are looking at switching the being able to leave a voicemail when we do not check voicemails is unacceptable. 
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Tervion Ramsey

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This reply was created from a merged topic originally titled Voicemail: Remove voicemail completely or allow us to manually put time before co....

We would like to remove the voicemail option completely or at least let us set a custom time for callers to hold in queue before going to voicemail.  for Queues, Users, etc...