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
Kim, Alum
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43,734 Points
Posted 4 years ago
Dustin Showers, Champion
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3,210 Points
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!
Kim, Alum
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43,734 Points
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.
Under Take Messages, select Default/Customer and record your Custom Vacation Voicemail.
(Edited)
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214 Points
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.
Kim, Alum
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43,624 Points
These can by created as Company Wide or User Specific. Users also have Advanced Rule options under Settings > Call Handling > Advanced Rule
(Edited)
Dustin Showers, Champion
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3,210 Points
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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1,028 Points
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1,970 Points
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80 Points
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
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
Mike, Official Rep
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93,418 Points
This is an existing feature. See instructions above on this thread.
Thanks!
Mike
Thanks!
Mike
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80 Points
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90 Points
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1,044 Points
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92 Points
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.
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.
J.B. Ferguson, Champion
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35,286 Points
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.
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.
Chris Duquette, Champion
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16,226 Points
"just call me back" is what im hoping for
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160 Points
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.
Saadet - Community Moderator, Official Rep
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62,600 Points
Hi Sara,
Sorry for the confusion. The above instructions are for a Single-Level IVR set up. While what you're describing is a Multi-Level IVR set up. It will only look a tad different. But for instance, you would either select an IVR menu or another extension where you can do what is mentioned in the instructions above on the extension you chose.
Sorry for the confusion. The above instructions are for a Single-Level IVR set up. While what you're describing is a Multi-Level IVR set up. It will only look a tad different. But for instance, you would either select an IVR menu or another extension where you can do what is mentioned in the instructions above on the extension you chose.
J.B. Ferguson, Champion
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36,228 Points
It most certainly does exist (see attached screen shot). Are you an administrator? Are you starting from Auto Receptionist | IVR Settings?
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160 Points
So when using a multi-level IVR, how do I tell it to bypass the regular greeting so it will run the holiday IVR's I set up? Right now it won't let me validate them because they conflict with the regular greetings.
Saadet - Community Moderator, Official Rep
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62,600 Points
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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160 Points
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.
Saadet - Community Moderator, Official Rep
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62,600 Points
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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160 Points
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
Saadet - Community Moderator, Official Rep
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62,600 Points
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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160 Points
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.
J.B. Ferguson, Champion
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36,228 Points
I don't know who in support you spoke to however I use a multi-level IVR and with the Advanced Calling Rules I have set up for holidays, I have never had to turn off the regular greeting to go to the holiday greeting. I simply have the holiday Advanced Calling Rule turned on (I have to program the dates once a year but I include all the holidays we are closed in it at the beginning of the year) and it recognizes the date and time period and it play the holiday greeting (I make it generic and don't name the holiday...I just say that we are closed for the holiday. People know which holiday it is). I have done this for the past three years or so (since they have had the multi-level IVR as a feature.
Do you have an Advanced Calling Rule set up for your holidays?
Do you have an Advanced Calling Rule set up for your holidays?
(Edited)
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160 Points
I am not talking about the Advanced Call Handling of the groups. I am talking about the auto-receptionist IVR Menus.
J.B. Ferguson, Champion
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36,228 Points
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.
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.
J.B. Ferguson, Champion
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36,228 Points
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.
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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160 Points
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?
J.B. Ferguson, Champion
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36,228 Points
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.
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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160 Points
Your instructions above are not working. Every single holiday weekend, it has not worked and I have had to come into the office and manually turn off all the regular greetings and turn on the holiday one. I have everything set up just like your example above. It does not automatically turn on. Here are my screen shots.
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I even had one of our executives sit with me this time and read your instructions and watch me set it up. I am so fed up.
I even had one of our executives sit with me this time and read your instructions and watch me set it up. I am so fed up.
J.B. Ferguson, Champion
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36,228 Points
Sara,
I don’t know if you have some other configuration setting which is preventing it from working as I described. I wrote that 9 months ago and as I mentioned then, I don’t know how your account is set up.
Mine is setup and working correctly and two of my clients who wanted that working on holidays (both attorneys) have it working correctly after I set it up for them. It’s working perfectly for us and always has. It DOES work. However as I said in the first paragraph, I don’t know how your account is set up. There can be other settings that are preventing that from working correctly. You cannot say emphatically that my instructions don’t work. They do for me, my clients and I’ certain other RingCentral users.
I’m sorry it’s not working for you....for whatever reason.
I don’t know if you have some other configuration setting which is preventing it from working as I described. I wrote that 9 months ago and as I mentioned then, I don’t know how your account is set up.
Mine is setup and working correctly and two of my clients who wanted that working on holidays (both attorneys) have it working correctly after I set it up for them. It’s working perfectly for us and always has. It DOES work. However as I said in the first paragraph, I don’t know how your account is set up. There can be other settings that are preventing that from working correctly. You cannot say emphatically that my instructions don’t work. They do for me, my clients and I’ certain other RingCentral users.
I’m sorry it’s not working for you....for whatever reason.
(Edited)
Saadet - Community Moderator, Official Rep
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62,600 Points
Hey Sara, you didn't mention what exactly is going on/why it's "not working" - can you provide more details about what people are experiencing?
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318 Points
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.
Saadet - Community Moderator, Official Rep
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62,226 Points
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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318 Points
We have a Single-Level IVR.
Saadet - Community Moderator, Official Rep
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62,226 Points
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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318 Points
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.
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)
Saadet - Community Moderator, Official Rep
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62,226 Points
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 :)
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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1,300 Points