delay in connecting to extension

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  • Idea
  • Updated 6 months ago
Ringcentral needs to eliminate the 10 sec delay when company greeting has ended and being connected to to an extension
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Anthony Noronha

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Posted 2 years ago

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Saadet - Community Moderator, Official Rep

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Hello Anthony,

There truly shouldn't be a long delay between connecting. Have you contacted our Support Team about this and provided Call Samples?
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Charles Blevins

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I have the same issue. It's utterly ridiculous. Any fixes?
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Saadet - Community Moderator, Official Rep

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Hi Charles, please contact Support and provide some Call Samples so we can investigate.

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Lee Rivenbark

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I already called support to investigate this and was told to post the problem here for your team to review.  It appears that it is a problem across the board.  I need an immediate fix or will have to consider other providers.
I have the same issue. I have a short (about 6 seconds) company greeting. The system will then wait another 10 seconds in silence with no music or any action until it starts the next function. I double checked my recording and it's not suppose to be that long. Please help
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Chris Duquette, Champion

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I was going to make sure that there's not a lot of dead air on the end of your recordings. If you're sure there is not then I'm interested in hearing what happens with this.
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Charles Blevins

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I have made sure the company greeting recording has no dead air at the end.
Basically it goes like this.
  1. Caller calls
  2. Company greeting is immediately heard
  3. 6 seconds dead air
  4. Hold music
  5. Call connected/voicemail message
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Lee Rivenbark

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This reply was created from a merged topic originally titled Dead air after company greeting.

My company greeting asks customers to enter their extension then asks to wait to be connected to a representative.  After the greeting there is a 7 second hold of dead air before the music begins playing to be connected to the next avalaible rep.  People think they lost the call bc of the dead air silence.  Can this be fixed?
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Saadet - Community Moderator, Official Rep

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Hey Everyone,

You're all using a Custom Company Greeting, is that correct? What happens when you switch it to the Default Company Greeting? Is there still a long pause?
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Tom Landress

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The delay is the way the service operates by default. The intent is to allow for a selection to be made. In my case, there is no need for a selection. I just need all calls to hear a greeting then automatically transfer to my Customer Service call group where I have multiple representatives available to answer. If no resps answer, there is a Customer Service voicemail box I setup.

1. Setup your Group

2. Then, Under Groups, go to Greeting & Hold Music. There you can record your Call Queue Greeting using your Company Greeting script\dialogue.

3. Finally, under Auto Receptionist, change setting from Play company greeting to Bypass greeting to go to extension. Enter extension (or Call Group) to go to and click done.

Hope this helps!!