IVR Custom Date Rule DON'T WORK after RingCentral update. Need to return to previous functionality

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We have custom IVR rules that forward to different on-call support engineers based on the day of the week (a recurring day rule).  In the past we were able to create a custom date rule (e.g., for when a support person goes on vacation) that would override the recurring day, and revert back to the original recurring day rule after the custom date range had ended.  An update by RingCentral has broken this functionality, and now the custom date rule will not work because it shows that it conflicts with the existing day rule.

This functionality is the whole reason we use RingCentral, and if it cannot be restored, we'll have 
to move to a service that can provide it.

We need custom date rules to co-exist with "day" rules and override (take precedence over) existing "day" rules, then AUTOMATICALLY revert back to the existing recurring day rules when the custom date range is has passed.

How can we get this functionality restored?

Thank you.
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Vito

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Posted 1 month ago

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Saadet - Community Support, Official Rep

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Hi Vito, can you share screen shots of these advanced rules? I want to see if I can replicate what you're experiencing
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Vito

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Hi Saadet,

No problem.  This is from within Auto-Receptionist > IVR Settings > Custom Answering Rules > Custom.
Here's the default rule to handle Thursdays (foward to x104):


And here's the Custom Date rule that should override the default rule:

And here's the conflict notice:


Regards,
Vito Asaro
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Saadet - Community Support, Official Rep

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Thanks Vito! I'll experiment a bit and take a closer look at your Custom Rules and get back to you next week :)
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Hey Vito, I can't seem to replicate that error message on my test account :(

Were there any Custom Rules on extensions 104 & 102 when you made this change?
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Vito

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Hi Saadet,

There were no custom rules on extensions 102 or 104 at the time. I had to add a custom rule on the extension, however, as a work-around.

To reproduce the rules you can create custom IVR rules on the main “answering” extension: the first is the “default” for each extension based on repeating day of week from 12:00 AM until 11:59 PM which forwards the call directly to an extension. The second rule is a custom date that forwards to a different extension, but only for a 24 hr period, e.g., 10/9/18 12:00 AM until 10/10/18 12:00:18. These rules worked in the past with precedence given correctly to the custom date rule. Now, However, the custom date rule fails the validation check and conflicts with the recurring day rule because of an update to the rRngCentral system (or so I was told by a ring central support engineer).

Thanks for your help so far.

Regards,
Vito Asaro
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Saadet - Community Support, Official Rep

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Yeah, I copied the same custom rules you had...You do have a different account plan than myself but that shouldn't be the issue since we both have the same functionality. The only difference I see on our accounts is that I'm on 10.2.4.1 and your account is on 10.2.4.0 - now, that could be why I'm not receiving that error but you are. Maybe this was a bug we fixed in the newest update. I'm going to do a little bit more research and ask some colleagues of mine if that's the case. If so, it should go away once your account is upgraded.
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Hey Vito, looks like that rule you created is no longer causing an error message when we turn it on. Can you verify? We also created a test rule that mirrors it on your account (which has since been removed) and didn't receive the error message. Can you try creating the rule again?
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Vito

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Hi Saadet,

Sorry for the delay.  I was just able to set up a test, and unfortunately it still doesn't work.  I can set up the rule, but when I attempt to validate the rule, it doesn't pass validation:

Let me know if you'd like me to try anything else.

Regards,
Vito Asaro

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Hmmm....weird. I would try clearing cache and cookies and then if it's still an issue, contact Support so we can dive a little deeper