do not disturb auto-setting based on business hours

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I have a US account, and I answer the main line for our company, which designs an app. We get a lot of phone calls, most of which are not urgent. Right now, I get push notifications for every single voicemail left outside of business hours. This is deeply anxiety-inducing and stressful - it has interrupted dates, vacations, sleep, movies, and more. RING CENTRAL SHOULD AUTOMATICALLY SET A USER STATUS TO "DO NOT DISTURB" OUTSIDE OF BUSINESS HOURS. The only solution I was given by a rep was to manually set "do not disturb" every night and "available" every morning, which is ridiculous given that my business hours are already set. If I don't want to answer the phone on Saturday morning, I also don't want 5 voicemail notifications in a row on Saturday morning. I don't understand why this isn't already automated (as it is with other business communication tools, such as Slack), but it needs to be, now.
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Laura Lambert

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Posted 3 weeks ago

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Brandon, Champion

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Are you talking about the mobile app?

You might be able to create a rule or schedule to either not take a message or take a message and not notify you.

Are you an admin on your account and can make changes?  If so, can you describe your call flow a bit?  How is your system designed to take calls during hours and after hours?


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Laura Lambert

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Yes, I am referring to the mobile app. The customer support rep I spoke with said there was no way to have it go to voicemail, email me the voicemail, but not send a push notification - are you saying this is possible? I am an admin. Our system automatically takes voicemail after hours, which is good, and sends email notifications of the voicemails, which is also good; my objection is to the push notifications regarding after-hours activities.
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Brandon, Champion

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Maybe not.  DND on your app may be the only way based on your requirements.  I do have several customers that play an after hours voicemail message but do not take messages, but that is a decision your company has to make.

Maybe you could turn off mobile alerts for voicemail completely and just rely on the emails?
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Lee

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You will have to have your Admin remove the email notifications for voicemails. Doesn't matter what your hours are if that is set, and you get a voicemail, you will receive an email. 
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Laura Lambert

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I need the emails still. I don't know of any company that completely disregards any attempt at contact outside of business hours. What I don't need or want are the push notifications from the RingCentral app. 
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Lee

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For our setup I use Ring Groups or Call Queues. No one person has the main number assigned to them. So we really don't experience that issue, unless someone calls a direct line. We just get the missed call notification emails not the push notifications.
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Laura Lambert

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We have a lot of people who aren't sure who they need to speak to, so assigning the main line to a group/queue doesn't really make sense for us, since they'd be passed from billing to sales to customer support (in whatever order). We need someone primarily assigned to the main line.
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Lee

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We have that issue too. I understand. You can make yourself the only person in the ring group if you want or do sequential ringing if you need a back up with another extension. It just removes the main number from you and you only get the emails.
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Ted Jaffe, Official Rep

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Hi Laura,
For the RingCentral (Glip) mobile app we just launched a new DND status that will mute app push notifications automatically - make sure you are on the 5.7 version.  To set it tap your headshot in the app and find the setting to switch from Available to Do Not Disturb under your headshot.

We will work on integrating our new DND status with the business hours logic in the service portal next so its automated.  For now, please manually set it from the app. I understand the pain of setting it manually, I apologize but just know were working on it.

Ted
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Laura Lambert

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I'm glad to hear it's in the pipeline. Do you have an estimated delivery date?
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Ted Jaffe, Official Rep

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Not yet. Stay tuned