Customizing hold based on prompt selection.

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  • Updated 9 months ago
It would be great to be able to assign custom hold music/messages based on the prompt selected from the IVR menu, so that information communicated could be specific to the topic of the particular prompt. 
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Trent Orzechowski

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  • Disappointment, but I'm hopeful.

Posted 9 months ago

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Michel, Champion

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Yes, this would be very useful - some our branches perform totally different services and the customers calling would benefit from product/service related call-on-hold info, including the reminder of different open/closed hours, etc.
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Jan Ferguson, Channel Partner, Champion

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Trent,

If I fully understand your question...that is currently possible. Since each prompt sends a caller to a "user extension" within the system (remember that even IVR menus have extensions within the system), you can compose and record a greeting for that "user extension" so that it can be used for the hold message.

You would do that under the Users main menu, then select Screening, Greeting & Hold Music. When you select where you want to have those messages(i.e., Connecting Message, Audio While Connecting, Hold Music), make sure that you select Custom from the drop down menu. That will allow you to upload an mp3 or a wav file to accomplish what you would like to do. You would have to use an audio creation application like Audacity to create the music/announcement file you want to upload but once that is created, just upload it into RingCentral as I enumerated above."
(Edited)
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Chris Duquette, Champion

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enumerated....good word choice 
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Trent Orzechowski

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To help clarify, the design is basically below. Regardless of which prompt is selected, clients dialing in will reach our customer service team, but, I'd like to be able to have specific recordings play as the hold, based on the selection. So, I could set up a workaround for this sure, but, it's not an abnormal feature and RingCentral should certainly be able to offer such. The prompts for our purposes are largely just info-grabbers to help see what types of things are driving the most call volume. It would be much simpler to just add the option described than to have to create and maintain the extra. 

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