Forward to Ext During office hours, Multi-Level IVR AFTER office hours

  • 0
  • 1
  • Question
  • Updated 3 months ago
  • In Progress
I have a company number, 2500
when 2500 is called during office hours I want calls forwarded to an extension
when 2500 is called after office hours I want calls forwarded to multi-level IVR
when 2500 is called during holiday hours I want calls forwarded to a holiday IVR

Right now ring central support (four different tech support sessions later) has me set up this way:
when 2500 is called during office hours a custom rule forwards to an extension
when 2500 is called after office hours calls are forwarded to multi-level IVR
when 2500 is called during holiday hours I manually turn off the first custom rule, and turn on a different custom rule to forward to a holiday IVR

IS THERE A BETTER WAY? It's super easy to have IVR during office hours and extension after hours, why not the other way around?????
Photo of Sara Stuart DO

Sara Stuart DO

  • 84 Points 75 badge 2x thumb
  • frustrated

Posted 4 months ago

  • 0
  • 1
Photo of Brandon

Brandon, Champion

  • 20,656 Points 20k badge 2x thumb
You basically want your inbound calls treated by three different schedules.  I think it may be a limitation that you can only have two schedules though and is probably why RC support came up with that solution.

I am going to think about this and see if I can come up with a clever way through.  I am thinking there might be a way to route all calls to a schedule that first checks for holidays and then routes all calls to another place that checks if you are open or closed.
Photo of Sara Stuart DO

Sara Stuart DO

  • 84 Points 75 badge 2x thumb
RingCentral could fix this very easily - right now you can have IVR during office hours, forward to extension after hours, and custom rules for holidays. It seems so simple to copy the forward to extension option for after hours to be available during hours. Then custom rule could handle the holidays easily. 

Are we the only business that wants calls to go straight to reception during office hours with a multi-level IVR at night?
(Edited)