Generic sender address option on SMS Voicemail Notifications

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  • Updated 10 months ago
We are using RingCentral in the USA for our Internet service provider business. With the incredible reliance we all have on the Internet, we have available an emergency support option in our automated receptionist settings. When a customer selects that option, they are prompted to leave a voicemail in our "Emergency Support" extension. In turn, that extension has its Voicemail Notifications configured to send an SMS message to our on-call staff's mobile phone to notify our staff of an emergency support request.

To help those critical SMS notifications stand out, we have tried to configure our phones to set a custom ringtone for those voicemail SMS notices. However, this does not work as RingCentral sends the voicemail SMS notice with a sender address of "Caller-ID@ringcentral.com". This means that the SMS sender address is different for each unique caller leaving a voicemail. In turn the custom ringtone fails to work since ringtones are assigned per SMS sender on our mobile phones.

For this reason we are asking if RingCentral would add an option to the Voicemail Notifications, under the SMS option, to use a generic SMS sender address, like "notify@ringcentral.com". This new settings would then allow our custom ringtone to work since the SMS voicemail notifications would come from the same SMS sender.

Ultimately, adding this new SMS voicemail notification option would ensure that we respond to our customers' Emergency Support voicemails in a timely manner! In addition, it would also allow other RingCentral customers to set custom ringtones on their mobile devices and have them work properly for SMS voicemail notices. I can imagine that having custom ringtones work properly would also be important to sales and other staff on time sensitive voicemails.

Finally, we are requesting this as a new Voicemail Notification SMS option so that the current behavior does not break. This will ensure existing RingCentral customers will continue to receive SMS voicemail notifications from "Caller-ID@ringcentral.com", as expected!
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rtcbad

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Posted 1 year ago

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rtcbad

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To simplify this request, SMS voicemail notices are sent from "Caller-ID@ringcentral.com" where "Caller-ID" is the caller ID of the person who left the voicemail. Caller ID is unique to each different caller, making it difficult to set the same ringtone for SMS voicemail alerts. An option to set the SMS sender to notify@ringcentral.com, like the RingCentral voicemail email notices, would allow us to set a custom ringtone for these notices on our smart phones since they would then all show up from the same sender!