Can't get text-to-speech to announce user's name.

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USA, RingCentral Default Voicemail Greeting won't say user name in default greeting. I have recorded the name in the User Details, spelled it phonetically and set the User Name to RingCentral text-to speech, but even though the written text under Voicemail Greeting shows a name inserted with the phonetic spelling, when you call it, it skips it and says, "Your call has been forwarded to the voicemail for (dead air here). No one is available to take your call..."

What settings are wrong?

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Geekmom

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Posted 9 months ago

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Saadet - Community Support, Official Rep

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Hey Geekmom,

What extension is this happening on? I can take a look at its settings :)
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Geekmom

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Ext. 121, we have the work hours greeting set to a custom greeting now, but the after hours one still has a blank. Sharlyn Jensen, pronounced "Share-Linn"
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Saadet - Community Support, Official Rep

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Hmmm...Your settings look correct....did you happen to reuse this extension? Meaning that someone else at some point had extension 121?
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Geekmom

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Yes, we had someone in this dept. leave, and this is the new person who started yesterday. The way our service is set up, she has to have the same DID and ext. as her predecessor. We have only had your phone system since the beginning of the year, so all of this is new to us!


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Saadet - Community Support, Official Rep

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Gotcha! No worries. So I always suggest not reusing an extension because things like this can get stuck on the back end.

You have a few options! You can either record custom greetings, like you already did for during business hours. So in this case, you would want to upload a voicemail greeting to the After Hours section of that extension.

Or, you can create a new extension for the employee, fill out all of the information, and then move the phone and phone number (all of which are considered a Digital Line) over to the brand new extension. Once it's been moved over, you can delete that old extension, and then edit the new one to have the original extension number. There is a caveat to this method, you will want to make sure that you retrieve all voicemails, faxes, call recordings. etc. before deleting the old extension.

It's up to you, but you avoid things like this from happening. 
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Geekmom

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Thanks, I wasn't aware that we shouldn't reuse extensions. We have a lot of turnaround in the service area, so we always keep the same extensions and DID's for the replacements. Changing it all the time isn't an option, so I will custom record her After Hours greeting.  It's too bad they can't fix the text-to-speech option to work when you change  something as simple as a name! Seems bizarre to me. I'll remember this for the future. I appreciate all your help today!
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You're welcome! 
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-02-27  Geekmom - we have thousands of users, and thousands of DID lines. In our system each person's DID line is the same as their extension#.  The trick is to delete the extension but retain the DID in your number portfolio.  We may have as many as 200 lines change in a month --- some months more than that, some less. We do re-use them all the time successfully and have text to speech used as the default all the time.  About 20% of our users choose to create customized greetings but we do wipe them out if the employee leaves or moves to a new location.   Our text to speech option always works and always announces the User Name as best as it can pronounce their name. Even in all of our many IVRs.   If the line gets stuck on the back end - even these can be fixed - but it has never happened in our case since we started at RingCentral in june 2016.    
(Edited)
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That's awesome, Cecile! I've seen this only a handful of times - so pretty rare. 
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Geekmom

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So should I be contacting support? You say this can be fixed on the back end? Thanks, this is what I needed to hear, after finding out my settings are correct.
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-02-27   You could try creating a temp user and swapping the phone device from the old user to the new temp user. 

https://community.ringcentral.com/ringcentral/topics/how-do-i-swap-out-a-phone


Then moving the original extension number and the original DID  of the Old User to a new phone with the New Replacement User who will be using the extension and DID#