Feature request: Callers hear different unavailable message based on number dialed

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  • Updated 1 year ago
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1. U.S. Account
2. Law office
3. Requesting the ability to handle calls differently based on the number dialed (main line or direct line) without having a customer routed through an IVR first.
4. Here's what I want to do: I will act as the main point of contact for my firm. Thus, the main line and my direct line both ring me directly. This way, customers talk to a human being immediately if at all possible. If I don't pick up, I want customers to hear a different unavailable message based on the number dialed. If the main line is dialed and I'm unavailable, the customer would hear a detailed message about our hours and the appointment process, and have the option to go direct to voicemail. If the customer dials me directly and I'm unavailable, then that customer would hear a personal unavailable message before being routed to my voicemail. Currently, this isn't possible because the IVR settings require the customer to be routed to an IVR prompt first. On the other end, I can't make a handling rule on my extension that routes customers to an IVR message, nor can I set up two different voicemail messages.
5. Customers hate IVRs. I want them to talk to a human being first if possible, then get automatically handled if necessary.
6. None.
7. Two users.
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HERRING

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  • frustrated

Posted 1 year ago

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Kenny Finch

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I like this as well. Or if a different number calls in it can be handled differently even!
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Michel

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I believe  there may be a workaround for this, in that you could setup your main number to forward to your direct number (which you probably already have done).  Setup 2 Advanced rules in the call handling section of your direct number based on the "Called Number" so that both types of callers gets forwarded to a third number that you actually answer.   The 2 Advanced rules would allow you to setup different handling of unanswered calls from the 2 different numbers - either different messages, or routing them to different departments, or IVRs, etc.
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Saadet - Community Support, Official Rep

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Hello HERRING,

Are you set up with Single or Multi-level IVR?
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HERRING

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Neither. Calls currently go straight to my extension. Like I said, I don't want my clients to have to deal with a robot unless I'm not available.
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Michel

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You can forward to an IVR - it is just not very obvious or well labelled.   Under "Messages & Notifications"  select "No" for take messages, then select the "Connect directly to Group", then when you try to select a Group you will see all your existing IVR extensions.  I am using this currently and it works well, but was very hard to find.

I agree that you don't really want to pay for the extra $5.00 / mth for a line just to make it work, but as I mentioned, it is just a workaround until you can get RingCentral to added "Advanced rules" to the "Messages & Notifications" section. 
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HERRING

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Holy moly, that is hidden. I'll give this a try, thank you!
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Jan Ferguson, Champion

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Herring,

Simply set up an Advanced Calling Rule to handle this. I have an attorney office client almost exactly like your situation. They also do not use an IVR. The call to a main line is answered by the  paralegal first. If she is not available it will transfer to voicemail to give information about hours, etc. If they dial the attorney's direct dial line and she is not available they get a different, more personal message.

You can use Advanced Calling Rules to determine what you want done with incoming calls based on date/time or number called or Caller ID of the incoming caller.

See how to use them here:
https://success.ringcentral.com/articles/RC_Knowledge_Article/Adding-Custom-Rules-More-Option

You set them up via the IVR menu but you don't have to use the IVR unless you want to.