This conversation has been merged. Please reference the main conversation: Incoming Call Information -- IVR Menu Key 'pressed'
However, since you can only log in to one direct dial number in the RingCentral mobile app at one time, it will only use that extension. I used to use several other extensions (i.e., Sales, or Support) for ring groups and have them ring through to my cell phone but I then would lose the RIngCentral Mobile app functionality. Sure, it would tell me which "department" I was receiving the call on, but as I said I lost the mobile app functionality. If the mobile app functionality is not as important to you compared to how you answer the phone, you can do this by having the extension tell you it's name before the call connects to you. I can tell you how if you are interested.
There is no way I am aware of that can accomplish what you are trying to do at this time. I also voted for this as I believe it would be a really good feature to integrate into the system.
RC is a great company in so many ways, but they NEED to fix a couple of basic features (that others like 8x8 have), but I stick with them because I believe they will get it some day.
The good news is that there IS a way to do this (sort of) but it is certainly not the way it should work. I am shooting off the cuff here because I am not at my computer right now. Their support team can help you for sure. But, it won't work like you expect it to, and it takes more steps than necessary to set this up than it should... in-fact, you shouldn't have to do anything to make this work, it should just work out of the box, but it doesn't.
Basically, you can set an option to a department or ring group (although they stopped calling them departments or ring groups), that when the call rings at an extension you can append a short numeric code to either the beginning or end of the number that is displayed (I use the department or RG extension number). This can be done on an internal/external basis separately, so it is pretty well thought out but not the way it should work.
If I am correct, you are wanting to see the word "Sales" or "ABC - Billing" or "XYZ-Support" displayed. That is what makes sense and that is what other VOIP providers do. I hope they eventually get it, but my feeling is that they think it is working and they would rather add new things and fix some of the old things.
No provider is perfect, but I use RC for clients over the others whenever I can. Overall they seem to be doing better lately, especially regarding customer service.
As mentioned in your replies this would limit me to only logging in as one extension a time on the mobile app and that doesnt work for me. I only use the mobile app. there are no hardwired devices anywhere in my use, so Ring Central needs to act on this very basic (or so it would seem) function that apparently i am not the only who requires it.
Surely if you can append a number either before or after an extension, then in that same breath should be allowed on the groups... It just makes logical sense.
It would be great if Ring Central could post a response here about a solution, or about a development that will be addressing this basic need.
Prince Charming!!!! but not today!!!
- Create an extension without a phone or number for each option in your IVR, sounds like you will need 5. These are called virtual extensions. See step 5 in our Adding User Extensions guide.
- On each of these extensions, add the phone assigned to your user in the Call Handling & Forwarding of each extension. See step 7 on our Configure a User's Call Forwarding guide.
- On each of these extensions choose an option for Incoming Call Information. You can play an announcement or add numbers to the Caller ID displayed on your phone. Make sure each one is unique so you can identify which extension the call is coming from. See step 3 in our Configure a User's Incoming Call Information guide.
- Update the IVR menu so that each option goes to one of these extensions. Each extension will ring your phone, but it will have a different announcement or added number to the Caller ID so you can see which option the user has chosen. See our Adding Key Press Assignments to an IVR Menu guide.
The original workaround that you described is exactly what I have used. The unfortunate thing is that this should be automatic and not this is certainly not a real fix.
There are several reasons why this is far from perfect however.
1 - This is a complicated work around that still makes the user remember the addition number appended to the caller ID.
2 - The audio prompt option requires the user to pick-up the call. Those of us who want to see the incoming call information (before deciding to pick-up the call) must use the appended number method only.
3 - There is no way to do this with a call queue. Unfortunately there is no way to modify the incoming caller ID in a call queue... fixing this would help significantly, but at this time it is not an option.
4 - Using the described method, it only works with 10 or less simultaneous users. This is why fixing the call cue would be a better option as you can easily add many members of the queue.
5 - My understanding is that using this method, you have a choice for the incoming caller ID to be changed on internal and external phones, so I am not sure why this would not work with the phone app. I will test it to see if it works on my setup.
In short, this truly needs to be fixed and the solution is to display the words not the number without the need of creating an additional user. In fact, this should be a function of a ring group (slightly different from a queue) or a department (neither of which seem to exist at RC but are still referenced in many technical articles). The mechanism obviously exists but for years this has not been a priority to RC. At least there is a work around of sorts. I am confident that one day RC will see the light.
I have a very similar nagging issue surrounding group voicemail notification and accessibility which is also being ignored. It is so frustrating that the developers cannot see when huge issues are not being resolved.
These are basic functions of business, not obscure whimsical wishes.
I understand that new features and new interfaces lead to new problems, but please don't ignore the obvious.
Honestly, this is so important that I would travel to RC offices if I thought that someone would really listen.
1. Assign a unique queue per each IVR menu option.
2. Create user virtual extensions (no number) for each mobile number you want to use. Under "Call handling & forwarding", enter your mobile number and activate the slider. Turn the slider off for the admin, desktop and mobile app. Then, assign extensions to the queues.
3. For each virtual extension, mobile number, created in (2) create another virtual extension (no number), but this time, under "Call handling & forwarding", there is no need to add your mobile number. Leave the admin, desktop and mobile app sliders activated. Assign these extensions to the queues also.
4. Log your mobiles into the user virtual extensions created in (3).
5. When you receive a customer call via your IVR menu, your mobile will ring via the ring central app, and your mobile number simultaneously. Answer your mobile first to hear the whisper of where the call is coming from, then simply hand up. The Ring Central app on your mobile will then continue to call you, you can then answer this via the mobile app with the knowledge of where the customer came from in your menu, while having the luxury of utilising all the features in the app.
Hopefully this will help some, and hoping this can be improved on.
For example, below is a screen shot from https://voipstudio.com/ queue set up screen. Notice the "Agent Announcement" input box, where you can simply record a whisper to say something like "sales call". This is then played back to you when you answer the phone via VOIP So Ring Central, as you can see there are no excuses for you not implement this simple yet fundamental feature please.
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