IVR Menus

  • 0
  • 1
  • Question
  • Updated 4 weeks ago
  • (Edited)
Currently our business hours are M-F 9:00 A.M.- 5:00 P.M. We also have the US Holidays: 11/26/2020-11/27/2020, 12/25/2020, 01/01/2021, 01/18/2021.
Currently, I am trying to set a custom rule under the company's IVR setting. The rule is not validating. I tried to set the hours for those dates specified above either 24 hours or from 9:00A.M. - 5:00 P.M. I think the reason why it's not validating because these dates are considered as normal business dates and during business hours. Any feedback is appreciated.
There are so many issues, features, and problems where i think Ringcentral can improve moving forward.
Photo of GGU


  • 204 Points 100 badge 2x thumb

Posted 4 weeks ago

  • 0
  • 1
Photo of Mary Rose

Mary Rose, Official Rep

  • 5,090 Points 5k badge 2x thumb

I would suggest for you to contact our Tech Support so they can validate this for you. IVR custom rules may sometimes be tricky. 

Photo of Scott Poest

Scott Poest

  • 128 Points 100 badge 2x thumb
When I set this up as a custom rule, I always had to do a "Specific date range", and then choose the date I wanted with a time of midnight to start, and 12:01am the next day to end.

For example, Memorial Day in the US was May 25.  My rule said From 5/25/2020  12:00 AM To  5/26/2020 12:01 AM.

At one point it used to be ending at 11:59 PM so I don't know if the system changed it or what.  I haven't looked at it for a while.

I know it has been asked before, but it sure would be nice to have a "Holiday" table where all of this is pre-programmed, and we only need to check a box to initiate, at least for the "big" holidays.  I have several IVRs and queues I have to update once a year manually and it's time consuming.

Photo of GGU


  • 194 Points 100 badge 2x thumb
Thank you! I seems like setting up Ringcentral can be a bit tricky. Currently we are in the modern world-21st century, I hope RingCentral can bring their phone system up to speed a bit more.
I am currently having trouble validating the custom rule base on the following criteria:
1. There are weekends i am on call
2. There are weekdays i am on call
3. There are holidays i am on call.
4. There are holidays weekends i am on call.
5. There are holidays, which falls on a weekday, for example Thanksgiving, the day after Thanksgiving, and labor day. These one don't seem to be validated because they coincide with the regular business days during business hours: M-F 9:00 A.M.-5:00 P.M.
Also, when you set up custom rules, do you set it under the Company's IVR custom menu or do you set it under the user custom IVR menu?
I personally thin RingCentral can do potentially so much more if appropriate training, tech support, and resources are being provided to the customers.