Call Queue: play announcement for SoftPhones and Mobile App

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  • Updated 1 week ago
  • (Edited)
when a queue/ department call is answered using the SoftPhone or Mobile App, it doesnt announce the name of the caller or the department's name because there is no prompt to press 1 to accept the call. If a queue call or a department call comes in and the prompt before connecting is turned on, the department's name should be announced to the agent or user for the user to know which department the call is from.
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RheaD, Employee

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Posted 4 years ago

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Among many of the wonderful features that Ring Central has, this is one of the most important of all especially for companies that have departments that are manned by several people. We have no way of screening Human Resources or Sales calls because they run right into our private extensions without any notice or option to decline the call and send to voicemail. PLEASE!!!!!!!!!! put this feature at the top of your priority.
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Jeanine Jackson

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We have different lines of business and want to be able to provide the appropriate greeting. This feature would be required for us to provide a personalized customer experience. 
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3 years ago and 6 months ago there were requests for this posted here. Let me add another. PLEASE, make the softphone/mobile app work w/ announcements. It's a VITAL tool and I don't understand why it isn't already implemented.
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I agree with the above.  Having tied up Ring Central's tech support for a solid hour and half, conducting various tests, it's apparent that this very basic and essential feature of simply knowing which queue/group a call has come from, is not available.  It only works if the call is forwarded to an external mobile or landline, where it will "whisper" to you the name of the queue/group and give you the option to accept the call, but it simply will not do this over the ring central mobile app.  Such a pity because this is kind of a deal breaker.  This company here who is probably smaller than Ring Central has this feature.
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I posted a "work around" (by no means perfect) to this issue on this thread, which is essentially asking for the same basic functionality that's missing:
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Michael Antonio

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This reply was created from a merged topic originally titled Mobile App: need "Incoming Call Information" prompts to show on all RC endpoints.

Mobile App: Need call queue announcement to work when using RC on mobile app

Need a way for RC mobile app to announce what call queue is calling in when an extension picks up the call queue on the RC mobile app. We have no idea what call queue is calling us when we pick up our phone calls on our mobile phones. Currently the "press 1 to accept" only works if you forward the RC incoming calls to your cell phone.

Incoming Call Information: Prompt before connecting should play on all RC endpoints:  Softphone, Mobile VoIP, etc.
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This reply was created from a merged topic originally titled Announcement for call queue calls answered via the Soft phone.

The soft phone shows from which call queue the call is coming from but then the Visual appearance is minimal. I hope we have the the play announcement applied to the soft phone or we can make the identifier more visible and clear so agents can easily read it. 
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This is ridiculous. Ring Central advertises a set of features, but can go years without making them work on certain devices??  This feature right here is the reason I am looking to switch from  I having been using them for a decade, but their new push to their DASH system doesn’t have the “Call Announce” feature.  I saw that ringcentral offered this, so I signed up.  We have many business units, and need to hear which Queue the user is coming from.   This is a deal breaker for me. I don't think I can move forward with RC without this...

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Spencer Chesman

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Any progress here? This is ridiculous. You might need to hire better developers.
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Saadet - Community Support, Official Rep

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Sorry Spencer. I haven't received any ETA for if/when this may become a feature
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Spencer Chesman

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Thanks for the reply.  It seems like a reasonable request and it has been sitting out there in the community for 4 years.
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Brandon, Champion

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Why do you want or need the announcement when you use the desktop or mobile app?  They both show the queue name on the screen when a call comes in.  This seems much better and the way we do this inner office.  Most people ask how to disable the queue announcement because it slows things down and is annoying.

If you only use desk phones your only option is the announcement at this time.

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Spencer Chesman

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We are going to give it a try - we have no choice.  We just took on this additional business and it is vital that we answer the phone the correct way.  My fear is that the CSR's eyes will be distracted at times, perhaps dealing with a live chat window at the same time as a call for example.  Having the announcement would be a fail safe notification in addition to what is displayed on screen.
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Ryan Blair

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I also can't believe this problem has not been solved yet.