Port Checker Script Optimization?

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With the RingCentral platform, every IVR created has a script inside called a Port Checker. This checks the number of ports allocated to your Business Unit(BU) and if it reaches 90% fire out an email to specified users letting you know you are close to maxing out your ports. When you max your ports out you are met with the following three outcomes for your customers:

  1. Double Busy
  2. Silence
  3. Hang up
My idea would be to install some logic that when you reach max ports play a generic message stating all lines are busy please try your call again later, or something to that effect.

When you offer just a double busy, or silence or hang up you create a very bad customer experience. By playing a generic message when you reach port cap you are letting the customer know you are experiencing high call volumes which will allow them to call later instead of them hearing the first three options and trying in rapid succession to get in, or question if you are a legit business.

The solution obviously is to staff for call volume but that can be hard depending on the location of your business and budgets and other factors that weigh in.

RingCentral is a powerhouse in the VOIP community and the platform it is pricier than the competition but the benefits far outweigh the costs, hence why some would just accept maxing out your ports to be handled however RingCentral wants to because they are a proven industry standard system.

I would be inclined to believe that RingCentral wants to enhance the customer experience just as much as the customer on the platform.

Sorry for the long post never did one of these.


Is there a way to play a generic message when reaching the port cap without hurting the customer experience
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Posted 1 year ago

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