Company Call Handling: Send unanswered call queue to IVR menu

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  • Idea
  • Updated 1 year ago
  • (Edited)
We have a small company and use a call queue to have all our phones ring simultaneously as soon as a customer calls.  We don't want our customers going directly to a menu system as most everyone in the company can answer most questions.  However, I need the ability to send unanswered calls from this queue to an IVR menu instead of a voice mail for the queue itself as we do have specific departments (Sales, Parts, Service).  This IVR menu would allow for voicemails to be left for specific users.  I have an IVR in place that works correctly, I just don't have a way for the call queue to connect to the IVR.  Does anyone have any suggestions?
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Jeff Deen

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Posted 3 years ago

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Rob Benn-Frenette, Champion

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As of right now, this is not possible
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Jeff Deen

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Would it be very complicated for the developers to give us the same options as they do for individual extensions that go unanswered?

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Rob Benn-Frenette, Champion

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I'd suggest you create a Suggestion if you're interested in seeing this, the product team reviews those for new features
(Edited)
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Kim, Alum

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I'll convert this to an Idea
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chawkinson

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We are in the same boat.  We are having a hard time adapting to RingCentral, coming from an on-premise pbx that allowed routing to another IVR menu or extension for unanswered queue calls.  I am really surprised that this capability is missing.
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RC-Installer, Champion

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Hey Guys, I was doing some testing and I think I have found a work around that will give you the call flow you need.

In the call handling section of the call group under "Maximum hold time to wait for a member"

Choose a time that makes sense and that call will then be sent to the voice mail for that queue.

In the Voice mail greeting saying something like this.

"You have reached our IVR menu.  Please listen carefully and select from the following options

For Sales press 1001# (1001 is the IVR number)
for accounting press 1002# (1002 is the IVR Number)

ETC......

Then leave enough dead air at the end of the recording so that the person has a chance to select the proper option.

Then they will be transferred in to that IVR menu and this should solve your problem.

If you want to talk through the configurations please let me know

Chuck
Certified RC Installer
Chuck@yoritguy.com
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Mike, Official Rep

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For  RingCentral Office Premium and Office Ultimate plan users this may help. 

Overflow Call Queues.
(Edited)
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RC-Installer, Champion

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Official Response
Hey Guys, I was doing some testing and I think I have found a work around that will give you the call flow you need.

In the call handling section of the call group under "Maximum hold time to wait for a member"

Choose a time that makes sense and that call will then be sent to the voice mail for that queue.

In the Voice mail greeting saying something like this.

"You have reached our IVR menu.  Please listen carefully and select from the following options

For Sales press 1001# (1001 is the IVR number)
for accounting press 1002# (1002 is the IVR Number)

ETC......

Then leave enough dead air at the end of the recording so that the person has a chance to select the proper option.

Then they will be transferred in to that IVR menu and this should solve your problem.

If you want to talk through the configurations please let me know

Chuck
Certified RC Installer
Chuck@yoritguy.com
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ParTeeDad

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While Chuck's idea is good, it's still not a simple call flow since it allows room for error (5-digits to be entered by the calling party).

Out of all the phone systems I've managed over the years, I've always been able to transfer calls to another group, IVR, voicemail, etc if a caller in the call queue went unanswered, or if the queue was busy, etc.
Can we please have an option to transfer the call elsewhere if a queue is busy etc?
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Jaime Santos

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Hi any update on this? We would like to have an option for callers to have options going to different extensions and also put them back to the same queue if they want to wait further.
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Saadet - Community Moderator, Official Rep

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Hey Jamie, I haven't received any update regarding this feature :/