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 4 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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Jay McCree

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I love this and this is the work around I'm currently using... However as a competitive sales floor I want all of my reps getting an equal opportunity to answer the incoming calls and with the extension you can only select Sequential or Simultaneously. So either it rings the same person first everytime unless they are on a call. or it rings everyone all at once even if you are on a call. There is NO rotating function like there is in Call Queues. Can we get a work around for this... Or get a disable v/m function in call queues.... or add rotating option to extensions? This is too simple and it seems Ring Central has kind of dropped the ball on this basic feature.
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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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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!