Setup Custom or Holiday Hours : Advanced Rule

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  • Updated 3 months ago
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  • (Edited)



Advanced Rules can be set for Holidays, Vacations, Sick-days or any other situation where you will need the calls re-routed.  
This can be done for Company Wide or User Holiday Hours.  Here is a simple way to setup your Holiday Hours. 






Select the Specific Date Range, that way you don't have to remember to turn it off when Tuesday morning comes. :-) 



2 Choices:
1) Play Company Greeting: record a custom greeting about your Holiday Hours
2) Bypass greeting to go to extension: select your Message-Only / Announcement-Only Ext to route the calls to.  

 
or

 

Below is the finished product - you will be brought back to the main screen for adding rules

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Kim, Alum

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Posted 3 years ago

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Dustin Showers, Champion

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this is a great feature, i only wish the rules could be copied from a global pool...  because my company has multiple offices under the same account, each with different hours, and our IVR options react differently with each option, we assign hours to call queues directly, I can and have assigned custom rules already, but I've needed to create each rule more then 80 times.  simply importing the rule to each queue would be a HUGE bonus!

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Kim, Alum

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User Specific:  Use this feature for Vacations also. Save Specific Custom Voicemail Greeting for your vacation time without having to remember to "change" it back when you return. 



Under Take Messages, select Default/Customer and record your Custom Vacation Voicemail. 
(Edited)
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Merk

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The forum topic Schedule Changes in Voice Mail Greetings was closed and merged into this topic but it should not have been. The Advanced Rule discussed here involves scheduling changes to the company-wide auto receptionist greeting. The other topic involves allowing each user to schedule changes for personal voice mail greetings. The two are not the same and the other topic should be reopened.
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Kim, Alum

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These can by created as Company Wide or User Specific.  Users also have Advanced Rule options under Settings > Call Handling > Advanced Rule
(Edited)
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Dustin Showers, Champion

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are we able to apply the same rule to all users yet?  pull the rules from a central location?  i would love to create the rule only 1 time and apply it to multiple users at once.
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Mike, Official Rep

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Please reference the Feature Request here: Apply Advanced Rule to multiple users.
(Edited)
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Jen, Employee

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This can now be updated via Template.
Create the rule in a user, and then click on "Save As Template".
Which will allow you to select the additional users you wish to apply it to.  

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Jennifer Brabham

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This reply was created from a merged topic originally titled How to setup Multiple Voicemail Greetings for Holiday's and Vacations?.

I know we can record an after hours message in addition to our normal message, but how do I record several other sort of messages like a holiday or vacation one so we dont' have to keep rerecording.
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Brian Sherman

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Go to Call Handling & Forwarding and click Advanced.  You can set up one voicemail recording for EACH rule you set up.
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Accounting

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This reply was created from a merged topic originally titled IVR's should be allowed to have Holiday messages..

1. us
2. web company create phone recordings
3. need to be able to make Holiday messages and schedule them for IVRs 
4. Labor day is monday and i have to wake on holiday and set up this message and then take it off at the end of the day. Not ideal
5. avoid having to do #4 on one's holiday
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Mike, Official Rep

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This is an existing feature. See instructions above on this thread. 

Thanks!
Mike
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CHAMBLIN

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This reply was created from a merged topic originally titled Forwarding.

How can i set up the attendant to forward to our after hours answering service?  Is that possible?
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Wattenberg

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This reply was created from a merged topic originally titled Forward Rule for After Hours to extension group.

We would like to be able to forward the operator extension to the support group after hours without purchasing the dedicated phone number. Since most of those users are on just their cell phones after hours and their duty schedule changes it isn't possible either to use the ring groups.
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DYE

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This reply was created from a merged topic originally titled Need to add a Vacation and Holiday tab under Messages & Notifications.

We would like to see RC add a Vacation and Holiday tab under Messages & Notifications so users can record custom messages when on vacation or a holiday is approaching.  We would need to be able to schedule these messages for a period of time and then have them shut off automatically
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Lam Huynh

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This reply was created from a merged topic originally titled out of office voicemail.

I would like for an "Out of office" voicemail greeting to be available for use without having to re-create the normal voicemail greeting. Perhaps there should be a feature where you can have multiple voicemail greetings available and you can have a check box to choose which one to use at anytime.
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Jan Ferguson, Channel Partner, Champion

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For what it's worth...I have often received voicemail messages which state, "I am either out of the office or with another customer. Your call is important to me.", etc.

That always tells me that they are busy and could either be out of the office or busy doing something else. Personally I could care less whether they are out of the office or not. As long as they get back to me within a reasonable amount of time after I leave a message/voicemail.
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Chris Duquette, Champion

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"just call me back" is what im hoping for
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Sara Miller

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Your instructions describe something that doesn't exist.  Under the "Define Call Handling", there are no options or choices.  It just gives "Select top level IVR menu or extension" and that is all.  It doesn't give an option to bypass the regular greeting.

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Saadet - Community Support, Official Rep

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Hi Sara, since you have a Multi-Level IVR I would suggest contacting support so we can assist you live. We can look at your set up with you and troubleshoot what's going on :)
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Sara Miller

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I did submit a ticket, but no one has gotten back to me.  I submitted another ticket yesterday asking when they will reply to the first one.
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Saadet - Community Support, Official Rep

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Hmmmm....I'm not seeing any cases under your account since November. Do you have a case number you can provide?
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Sara Miller

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That's great.  No I do not know the case number for either time.  I just submitted a new case again this morning. It says Case Submitted like the others did.  I didn't keep the case numbers from the previous two times, but I made sure I wrote it down this time. 06551214

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Saadet - Community Support, Official Rep

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Okay, I see that one! A team member will be contacting you once they receive it and have reviewed the details!
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Sara Miller

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I just got off the phone with tech support and learned if you use multi-level IVR, the system is not capable of automatically bypassing the regular greeting to play a holiday greeting instead.  Someone needs to manually turn off the regular greeting and turn on the holiday one.  Then, manually switch them back again.  Definitely a feature that needs to be fixed. 
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Sara Miller

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I am not talking about the Advanced Call Handling of the groups.  I am talking about the auto-receptionist IVR Menus. 
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Jan Ferguson, Channel Partner, Champion

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I’m not talking about any groups either. What you need to do to set up an advanced call rule for holidays. It will ask you what you want to do with the call. You tell it to go to the holiday greeting. What that occurs is under the events calling rule, let’s say for December 25, the system will recognize the date and it will go to the location/extension the advanced calling rule tells it to go to and that greeting will be played on your main call-in number on your multi level IVR.

I will prepare a few screenshots in just a moment and post them for you so you can understand what I am talking about. Believe me, it works for me every holiday and I have it set up as I’m trying to explain to you.
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Jan Ferguson, Channel Partner, Champion

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As promised...here are the screen shots that will show you what I have been trying to explain. In the first image, you will define the Advanced Calling Rule. I called mine Holiday Rule.



In the next screen you will define which numbers you want to be affected by this rule. I used my main toll-free number (I redacted the number for this screen shot).



Finally...and this is the most important step, you will then tell the system which Top Level IVR menu you want this rule to apply to. I then set that to my Holiday Message x1008, which I recorded separately, (it gives callers the ability to leave a message after they hear the greeting that we are closed for the holiday).



The Holiday Messaging is a Message-Only extension. See the screen shot below.



Trust me...if you follow these steps you will see that nothing has to be turned off (i.e., your reference to turning off the "regular greeting") to be able to use a separate holiday greeting. It is set it and forget it. After I set it up in the beginning of the year, I never have to mess with turning anything on or off for holiday messaging.
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Sara Miller

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So all the callers have to leave their messages at that one extension and then someone has to go through, listen to all the messages, and forward them to the correct departments after the holiday? Instead of the callers being able to prompt to go to the correct departments to begin with and leave their messages in correct department's voice mail? 
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Jan Ferguson, Channel Partner, Champion

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Not necessarily! That's the way I have mine set up. All you mentioned in your first message was having to manually turn off the regular greeting to be able to use a holiday greeting, which I showed is definitely something that can be done without turning off anything.

I have mine set up, with me being a one-man shop, for callers to leave a message. I did this with a Message-Only extension. There are other ways of doing it. I do not know your business or the setup of your RingCentral system and I would not be even begin to consult with you in this forum on how to set up what you need. One obvious way is to just leave a message saying that you're closed and to call back after the holidays, not allowing for any messages...IF that would work for your business type.

Suffice it to say that I showed that what support told you was incorrect. I am a RingCentral Partner and assist here in the Community Forums. If support cannot assist you with a way to accomplish what you want to do (not stated in any of your messages other than not wanting to have to manually turn off the multi-level IVR greeting) with your business and setup, then maybe your Account Manager or a local RIngCentral Partner can assist you.
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Kyle Gruber

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Is there any way to get this to just use the after-hours rules?  Basically all I want to do is say we're open from 9AM - 12PM on a given day, and once it hits 12:01PM, use the recording/menu we have set up for after-hours.  Currently it seems the only way to do this is to change the company operating hours, and then of course you have to remember to go back in and set it back to the normal hours.
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Saadet - Community Support, Official Rep

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Hey Kyle, do you have Single or Multi-Level IVR? Or are you trying to accomplish this for a specific extension as opposed to the whole company?
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Kyle Gruber

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We have a Single-Level IVR.
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Saadet - Community Support, Official Rep

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So is this something that you want to have happen at all times or is this something that is going to happen for a specific date range?
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Kyle Gruber

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A specific date range.  Essentially, in similar cloud phone systems, we were able to set time of operation exceptions.  Maybe we're letting everyone go home early on July 3rd at 1PM, so we want to set the hours of operation for that day (and that day only) 9AM - 1PM.  Maybe we're closed another day, usually you could do this by making the start/end time for that day identical (9AM - 9AM).

It may be helpful to know that we're a company that isn't open 24/7, but always offers after-hours support.  If we're closed on Christmas day, people should get the after-hours call menu.  If we close early on another day, people should get the after-hours call menu.
(Edited)
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Saadet - Community Support, Official Rep

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Gotcha! So yeah, you would simply create the advanced rule for the specific hours that you are open (I would recommend uploading a Custom Greeting) and then create your normal out of office advance rule and, again, upload a custom greeting.

So for instance, on July 3rd I create an advanced rule set for 8am-12pm that states today our office hours are such and we will be closed for the holidays. Then I create a second advanced rule for July 3rd (after 12pm) through to July 5th (at 8am) when we re-open. The key is to create 2 rules. If you need someone to help walk you through it, don't hesitate to give us a call! 888-898-4591, option 3 :)
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Billy O'Neal

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We have close to 60 US offices setup in call queues and this would be really helpful to apply it across the board.  Unfortunately, there we have a handful of international offices that don't observe the same holidays.

Without a way to exclude them, we can't apply the advanced rule across the board.  We have to setup a "holiday schedule" for each office's call queue.  Maybe templates for call queues???