Admin: Advanced Rules for rotating shifts

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  • Updated 6 months ago
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We have a team of 3 tech support agents, and each week one of those agents is on call after hours.  I want to set up a schedule where, week 1 person A gets called, week 2 person B gets called, week 3 person C gets called, week 4 person A, and so on.  Is there a way to do this with Ring central?  I've only seen time of day management, which doesn't help.  Currently we are manually editing our single user system by putting the on-call person's number as the forwarding number.
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Jon Mckeever

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  • a little frustrated.

Posted 3 years ago

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Danno, Champion

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You would do it under "advanced" tab of your call handling.  I have three clients that do what you are talking about and they do their schedules monthly.
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Mike, Official Rep

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Here's a video that shows what Danno is referring to.  As he mentioned "they do their schedules monthly", you would have to do something similar where you schedule a few weeks at a time the system is not quite sophisticated enough to rotate the schedule for you.  The video shows how to do it for a Call Queue, but you can do the same for your company by clicking  Auto-Receptionist > Company Call Handling > Advanced

(Edited)
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Danno, Champion

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Jon Mckeever

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OK, not really what I was looking for.  This is basically the same as a manual method, but scheduled ahead of time.  I'd still have to remember to continue the schedule once it finished.  I was looking for for a continuous schedule that would repeat itself endlessly.  Guess I have the wrong product for that.
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Mike, Official Rep

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Ya.  Unfortunately you would have to manually update it on a regular basis.  This is a good idea though, I can understand why you, would want this to be automatically rotating. I'm switching this to an "idea" topic for our Product Team to review. 

Mike 
Here's what we do at GU which costs a little more because we have to buy services from both companies
We publish a RingCentral number for incident management (could be any service).
Calls coming into the RingCentral number are directed to voice mail after instructions.
Caller leaves voice mail message with issue and call-back number.
RingCentral turns caller's voice mail into an MP3 file and attaches it to email.
RingCentral sends email to a PagerDuty address that we tell it to use (RingCentral notifications page)
PagerDuty receives the incoming email and creates an alert
PagerDuty alerts the on-call person (as specified in a perpetually rotating schedule which is what this thread is looking for)
The on-call person receives the PD alert (via text msg, phone call, smartphone app)
The on-call person checks email for the attached MP3.
On-call person listens to voice mail and responds.
We would love it if one or the other of these two companies would provide both services under one roof, but neither does so at this time (as far as we know).
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Christine Jones

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This reply was created from a merged topic originally titled User Settings: allow an Advanced Call Handling rule to automatically change (allo....

I work with one other assistant and we are going to start taking calls on every other weekend (i.e. I will take calls this weekend, she will take calls next weekend, I would take the following weekend after that, etc) and right now Ring Central allows me to set up two Advanced Call Handling & Forwarding rules and I have to manually toggle back and forth between them. It would be awesome if there was a feature (much like Google Calendar has) that allows the rules to automatically switch back and forth without me turning one rule off and the other one on every week.

We are a real estate team, where business never really stops and we aren't able to take the weekends off 100%, but it's not fair to leave calls on one person for the weekends. We are based in Maryland, USA.
(Edited)
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Elliot Beaudoin, Alum

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Hello,

Elliot from RingCentral Product Management here. 

We are currently investigating templates as a feature. I would love anyone who views this Idea, or any other template topics to fill out a survey so that we can learn more. 

Please fill out the survey here: https://goo.gl/forms/mLSgtUBFH72iOyZx2

Thanks,

Elliot
Perhaps you could suggest how Templates would address the question in this threaad.