We'd like the ability to be able to display where a call comes from in the IVR / Auto attendant menu. For example - press 1 for billing, 2 for sales, 3 for tech support - when it rings a phone in our previous system, we'd see the caller's name, number AND what call group they came through (BILLING, SALES, etc...).
In small offices - we often find people play more than one role - and thus their phones ring for multiple reasons - but they'll prioritize calls from some call groups over others (while others in the office will do the same thing except in reverse).
Currently tech support tells us there is no way to achieve this request. I'm hoping this can be changed, as I'm aware of at least three other VoIP providers that can do this today (Broadview, Vonage & Jive).
Thank you,
Shawn
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360 Points
Posted 4 years ago
J.B. Ferguson, Champion
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37,416 Points
You can get further information on this here:
https://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/4618
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360 Points
Thanks Jan - my understanding of this, however, is that it displays the phone number dialed - not which option on the IVR tree was pressed. For example, if my phone number is 212-1212 and our main office number is 555-1212- when I dial our office and I hit option 1 for billing, the caller ID on my phone, if I set it up as you suggested, would display to me 555-1212 - not Billing (nor my calling phone number). What I'm looking for is to see the BILLING in the call information somewhere.
What I've seen previously was something like this (two line display)
BILLING-SHAWN
212-1212
That shows me 3 things, the caller's name & his/her phone number - as well as which ring group / call group they hit (support in this case).
J.B. Ferguson, Champion
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37,254 Points
You won't get your phone number if you select "Incoming Number displayed to me:" as "Incoming Caller ID".
I have multiple IVR settings for different divisions in my company, but I am basically a one-man operation. I always see the name and incoming number of the caller no matter which IVR extension they select....even if the extension is one or two selections down in the IVR menu.
Then when I pick up the phone I will hear, "Hello [Name of Extension]. You have a caller. To accept the call, press 1; for more options press * "
When you press the star key it gives you options to send to voicemail, to forward to another extension and more.
Are your extensions set up to view "Incoming Caller ID"?
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360 Points
I tried, as an experiment, the Called Number option - same results - doesn't show which ring group came in.
We're not looking for this to announce when they answer the call (like a call announcement) - we want it to display on the phone's caller ID, as my two line suggestion showed. It's the call group / ring group that was dialed that we want to see displayed... any that's what we can't get.
J.B. Ferguson, Champion
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37,222 Points
OK....the Called Number option will show you the number which was called. It will not show you the extension. You need to use the "Incoming Caller ID" option. It will not show you the extension but it will show you the number/name of the person calling.
Regarding announcements....instead of verbal announcements you can use the "Add [ ] to the beginning/end of the number.
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360 Points
J.B. Ferguson, Champion
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37,222 Points
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360 Points
J.B. Ferguson, Champion
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37,222 Points
Here's a screen shot of my setup in that menu... (This, of course, has to be set up for each individual extension.)
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360 Points
J.B. Ferguson, Champion
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37,222 Points
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360 Points
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360 Points
ok - I re-confirmed. There is no way to do this unless:
1) You use call queues which will only display the number for the call queue (like a DID phone number).
2) I pre-fix a code to be beginning of the caller ID
So this is still a feature request. We don't put DID #'s on IVR menu options - nor do we have multiple phone numbers public. Everyone dials the same phone number in - then hits the IVR menu and presses 1, 2, 3 etc... - then that call group rings a bunch of phones. The feature request is that we want the option to pre-pend a TEXT wording for that. So if 1 was billing and 2 was sales - the customer presses 1 it should show up on the phones that ring as:
SALES-Shawn
212-555-1212
or if it was billing:
BILLING-Shawn
212-555-1212
etc.. etc...
What RC tells me is that if we associated phone numbers with the options - then those phone numbers would show up on the Caller IDs of the phones - which would mean with a 9 option phone tree - people would have to remember which option each phone number corresponds with. Very difficult. :(
Phil Koorsen, Implementation Advisor
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1,506 Points
I am an implementation advisor and I do get a lot of requests of a related nature. I do have an idea you can try and see if you like it.
The IVR points to a group, if it is a Call Queue group, you will want to create a user account instead and assign the members of the group to the user account in the call handling. Be sure to name the User account as Sales, billing, etc.
Then for each agent that is assigned to take those calls, have them set up presence on their phone and assign that User Account to it. If the phone doesn't have enough appearance buttons, you can use the HUD on the Desktop application. Presence will then flash when a call comes into the user account and your phone will ring as well. A quick visual check will tell you which group it is. It's not perfect for agents who are in more than one group especially if you have ringing set up to simultaneous but i believe most times, they will see only one 'Group' flashing.
It's worth a try and please let me know if you have questions.
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360 Points
Kim, Alum
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43,934 Points
Phil Koorsen, Implementation Advisor
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1,506 Points
OR
Take me up on a standing offer to schedule a training session where I will show you how to install the desktop application and set up the HUD. (of course we have to set up the user accounts but we can always just do a test account so we don't affect your current set up). It's a one time set up so the end users only have to remember to run the application at the beginning of the day.
Ideally, we want to use a 'test' in the first place to make sure it works the way you like before even trying to upgrade the phones but let me know as I would love to see if we can't get it to work.
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360 Points
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360 Points
- 60 Points
Saadet, Employee
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67,790 Points
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360 Points
Megan - how do we get this escalated? We're a reseller and have had to recommend other VoIP providers to some of our smaller clients because this was too important of a feature to lose (ourselves included, we can't use RingCentral because of this - too many people where similar hats, but we need to route calls accordingly). I'm not a VoIP programmer, but I would think two years would have been enough time to program this feature??? I recognize there has to be a demand for it and this really is something smaller customers will require vs. larger. When I posted this originally - this was for a 50 user environment and they still ask me once in a while if it would be possible to have WHAT is ringing show up on the line (as they want the phones ringing at most desks so others can help out with some call management - but need to better know what type of call is coming in). I rant, sorry... but please - get this moved up the production wish list please?? Thank you.
Mike, Official Rep
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94,038 Points
Mike
Bob Robinson, Champion
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4,558 Points
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