forward ex-employee messages to another user and also use the correct greeting of other user

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We had an employee leave the company today. I was able to set the call forwarding to direct all his calls to another employee and also change the message recipient for his voicemail to be that other employee. However, the problem is that the voicemail greeting is still using the ex-employee's name and greeting. 

It would be great if the Messages & Notifications section has a checkbox that allows you to use the greeting of the Message Recipient selected.
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Wei Zheng

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Posted 4 months ago

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Danno, Champion

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What I do is download the recipient greeting and upload it to the departing employee's mailbox.  Of course, then I have the issue where the caller depresses 0, because they do not recognize the recipient's name (thinking they got the wrong person), and then the receptionist has to field the call and ends up transferring them back to the person they came from. 
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Wei Zheng

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I had a call with RingCentral support and it appeared there was no system setting to cover this scenario. We had to do a workaround which was what you suggested. However, I expected something easier and more official than a workaround like that so I made the suggestion here.
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Peter Czarnecki, Employee

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TKO is correct, I would like to add another option to move the number if they are calling the number directly to the other user's extension as a direct number

-(in a contract) Editing the number on the digital line to something else to free the existing number to be used as a direct number for the other agent.
-(no contract) Removing the digital line and keep the number, then assign the newly unassigned number to the other agent.
(Edited)
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Wei Zheng

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I had also asked the RingCentral Support rep about this on the phone; I asked about assigning the former employee's number to the other employee so that she has two numbers, her own and the former employee's number. However, I was told that it was not possible.
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Peter Czarnecki, Employee

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I have only seen customers in a contract have to have a workaround but it is possible with the method I described.  If you are in a contract you can edit the number on the device under phones and devices.  Change the number to another number you have or add a new one to the phone, that new number can be used for the new employee.  The old phone number would be available to assign as a direct number.

You can even edit the user of the phone so the phone and it's number would simply move entire to the user covering those calls, and it would behave entirely as their extension (the person covering) has set.

Here are the steps in screenshots if it helps:








or



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Jan Ferguson, Champion

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Wei Zheng,

You can go into the configuration for the ex-employee and have all the voicemails go to the supervisor by simply changing the setting.

Go to the user settings and open the ex-employee's settings. Go to Messages & Notifications. Under User Hours go to Message Recipient/Select Extension.

Change the extension to that of the supervisor.

Depending on the ex-employee's work hours or the business's hours, also change the After Hours, if applicable.

See the screen shot below.

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Peter Czarnecki, Employee

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If we are hearing the voicemail message of the previous employee then the phone is still on the same extension and has not been moved by editing the user for the supervisor to take the calls.  This is something that I believe would be significantly easier to help over a RingCentral meeting.  If you call in, if needed we can reference this post, though we can likely help much easier.
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Wei Zheng

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Hi Jan, thank you for trying to help but that is actually not the problem. As I stated in my very first posting, I am aware of how to change the setting of the former employee so that the Message Recipient of his voicemails is changed to his supervisor's. However, when you test call his number, the voicemail greeting used is still his and not his supervisor's. If I changed the voicemail recipient to be his supervisor, I would want the greeting to be hers as well, not his.
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Wei Zheng

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Hi Peter, can you help me confirm that I am following your instructions correctly? The former employee is named David and his supervisor is named Nicole. So he has a polycom phone and under Phones & Devices, there is a record for this phone. The settings for this phone shows User is David and the phone number is David's number. 

Now following your instructions, I changed the User to Nicole. The number on the phone is not changed. David's User settings in Call Handling & Forwarding is set to forward all calls to Nicole's number. The Messages & Notifications setting is set to make Nicole the Message Recipient. I rebooted David's phone a number of times. I then test called David's number. My call rings Nicole's phone because of the forwarding. Nobody picks up and it goes to voicemail. The voicemail greeting is still David's, not Nicole.

Did I missed something in your instructions? Thank you for your help.
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Peter Czarnecki, Employee

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The phone once moved/edited from one user to the next should no longer be on the old user, David, and should be on Nicole's extension.  WIth the phone moved to the new extension, Nicole, it does not matter what or how David's extension is set since the phone moves with the phone number to Nicole.

I would suggest retrying the edit user option for the phone.  Phone system > phones and devices > search David's phone number or phone serial > click the phone > click edit user, select Nicole, save > verify you see the phone on Nicole's extension.

If you're still having trouble I recommend calling support and we can set up a screen share for you if needed.
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Wei Zheng

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I think there is a misunderstanding. We do not have a new employee replacing the employee who has just left the company. We may or may not hire someone to replace him. However, right now, we need to have his calls and messages forwarded to his supervisor. The supervisor already has her own number and device. I did suggest assigning the former employee's number to the supervisor; however, RingCentral Support rep says it is not possible for a user to have two numbers since she already has her own number.
(Edited)
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Peter Czarnecki, Employee

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Correct they cannot have multiple numbers on one device/phone, but a user may have several devices or just direct numbers in addition to their digital line (phone with a number tied to it).  The direct numbers act as alias' for the phone's number.
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Danno, Champion

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Have you considered doing an advance rule, forwarding the number to the supervisor?  That way, when you get the replacement, all you have to do is turn off the rule and not have a ton of other programming changes to make.
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Peter Czarnecki, Employee

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even better!
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Wei Zheng

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I had already looked into that. The advance rule is useful for special criteria forwarding; we have no special criteria for forwarding his calls. We want all his calls forwarded. So you can do the same forwarding using the Call Handling & Forwarding section of his user settings. And for messages, change the settings in the Messages & Notifications section.

However, our problem is not with the criteria for forwarding but the options for the forwarding action. His calls can easily be forwarded in Call Handling & Forwarding and the voicemail messages can be redirected to the supervisor's mailbox. However, when we tested this, the voicemail greeting is still from the former employee's account. If we designed the supervisor as the recipient of the voicemail messages, we also want the supervisor's voicemail greeting to play. The RingCentral Support rep was only able to do a workaround for me to make this so.
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Danno, Champion

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Well, I tried. PICNIC