There are times when we call another business or service number that requires us to press the star key for a menu item. Every time one of our employees presses the star key, it enters the RingCentral call menu. Is there some way we can change this? Perhaps to something like [ * ] + [ # ] + [ * ]?
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330 Points
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Posted 6 years ago
Ben Foster, Alum
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6,124 Points
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208 Points
Several of my customers are medical clinics. Anytime they try to call insurance companies for billing purposes they run into this exact same issue, pressing the star key hangs up the call. This is a BIG problem and the fact that there has been no official response to this issue is troubling to say the least.
Can anyone other than Evan verify that using VoIP phones not supplied by RingCentral do not have this issue?
Can anyone other than Evan verify that using VoIP phones not supplied by RingCentral do not have this issue?
My company is using Cisco SPA509G's NOT purchased from RingCentral, and we're still having the issue. I'm not afraid to make configuration changes to the phone itself if anyone knows what changes need to be made.
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122 Points
Dieter Rencken, Employee
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262 Points
All, maybe I'm missing something - on my Ringcentral provisioned desk phone I can call my mobile phone number and hit star and the DTMF tone associated with star will be "heard" audibly on the far end i.e. the call doesn't hang up.
Please summarize what the equipment is you are calling from (i.e. registered with the RingCentral service) and the number/service you are calling.
(The issue of star plus a digit code is a different matter - I want to first understand the scenario where the single star code doesn't seem to be working)
Thanks
Please summarize what the equipment is you are calling from (i.e. registered with the RingCentral service) and the number/service you are calling.
(The issue of star plus a digit code is a different matter - I want to first understand the scenario where the single star code doesn't seem to be working)
Thanks
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208 Points
Stock Polycom VVX410 provided by RC running on Rc Standard plan.
I cannot provide a specific number as I am being told the issue occurs with almost all health insurers (ie. Avmed/United Health/Assurant/etc).
Basically the insurance provider has an automated service where the star key is used as a period or some other function when entering customer numbers. Hitting the star key instead hangs up the phone.
My customers are having to wait on hold to talk to a person to have them enter the customer ID numbers for them. Obviously this is a huge time waste and very problematic when they are trying to process 40-50 people a day.
I cannot provide a specific number as I am being told the issue occurs with almost all health insurers (ie. Avmed/United Health/Assurant/etc).
Basically the insurance provider has an automated service where the star key is used as a period or some other function when entering customer numbers. Hitting the star key instead hangs up the phone.
My customers are having to wait on hold to talk to a person to have them enter the customer ID numbers for them. Obviously this is a huge time waste and very problematic when they are trying to process 40-50 people a day.
Dieter Rencken, Employee
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262 Points
So during this sequence, do you at any time follow the star with another digit between 1 and 9 or does the star get entered on it's own without being followed by additional digits ?
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208 Points
The star is supposed to have additional entries put in after it is pressed, however as mentioned as soon as it is pressed it hangs up the call.
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228 Points
My phones, that aren't having this issue, are Grandstream GXP1405's and DP715's. About 3 of the prior, 1 of the post. Perhaps you need to find the actual phone settings to disable the default star function on your phone?
Admin Documents for your phone:
http://support.polycom.com/global/documents/support/setup_maintenance/products/voice/VVX300_310_400_410_AdminGuide_Addendum.pdf
Admin Documents for your phone:
http://support.polycom.com/global/documents/support/setup_maintenance/products/voice/VVX300_310_400_410_AdminGuide_Addendum.pdf
(Edited)
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716 Points
This is an issue on the softphone too. This needs to be resolved. We deal with government agencies that require a * then numerals to access information. If we can't do this, we can't function.
RC-Installer, Champion
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27,748 Points
Hey Larry, is there a number to call to try testing some options. I know you could turn off the *9 for on demand recording and the others are the Flip key.
If you move the flip settings to an unused is it still an issue
Just trying to see if there is a work around.
Chuck
Certified Ring central Installer
630-975-1200
If you move the flip settings to an unused is it still an issue
Just trying to see if there is a work around.
Chuck
Certified Ring central Installer
630-975-1200
Dieter Rencken, Employee
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262 Points
We are working on a solution for this soon. Please stay tuned.
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172 Points
Thank you. Please provide more regular updates as we have started evaluating alternative vendors and would prefer to stay with RingCentral if this is fixed.
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82 Points
Any further update on this? We are also considering alternatives at this time.
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172 Points
I just found a work around. After dialing the * key, wait 1.5 seconds before dialing your follow on numbers. It seems to work when the pause is more than 1 second and less than 2.
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82 Points
It seems for me that as long as the gap is over about 1.5 seconds it works for me.
Dieter Rencken, Employee
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262 Points
The ability to selectively ignore certain "star" + digit sequences is coming along - I can't give an exact date but it should be in the 1st quarter of 2015.
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172 Points
You can request "Call Flip" be turned off for you service! This is the information I just received from product management at Ring Central. As we have never used the Call Flip feature, so have opened a ticket to get this turned off ASAP.
We have a couple of ways to tackle this.
Short term, we have a way to turn off the Call Flip feature that uses the * key as part of our service. This is a fairly severe solution in that it turns off the feature for all extensions on your account.
Early next year we will introduce a way to "free up" star keys by making configuration changes.
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This reply was created from a merged topic originally titled Call Flip features interferes with Alpha numeric Data entry during the call.
During the call , when Insurance policy numbers needs to be entered , it requires to press * and the corresponding numeric key . With RC , it activates call flip features and tries to forward it to an extension.
This is severely impacting our business when we need to get automated information instead of waiting for live Rep for hours.
There should be option to select the sequence for call flip ( like # or ## like that ) instead of * key.
RC needs to do something here . Knowing this problem , No physicians and billing companies will choose RC as their provider.
Krishna G
Bethesda Medicare Services
During the call , when Insurance policy numbers needs to be entered , it requires to press * and the corresponding numeric key . With RC , it activates call flip features and tries to forward it to an extension.
This is severely impacting our business when we need to get automated information instead of waiting for live Rep for hours.
There should be option to select the sequence for call flip ( like # or ## like that ) instead of * key.
RC needs to do something here . Knowing this problem , No physicians and billing companies will choose RC as their provider.
Krishna G
Bethesda Medicare Services
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82 Points
Hi Meena, I'm using a delay after pressing the star key of over 1.5 seconds. Seems to work for me, perhaps you could see if this works for you as well? Would help in the short term until RC roll out their fix in the next few weeks (see other comment from Dieter).
thanks
Nick
thanks
Nick
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172 Points
Is there a status update on when the * problem will be resolved?
Mike, Official Rep
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94,188 Points
Jason, I'll try to get an update from our Product Team.
Mike
Mike
Ok, any update?
Mike, Official Rep
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94,188 Points
Hi Jason, I have not had a chance to test this yet, but I understand that if you go into the Call Flip settings and use the up/down arrows to change the order of the flip numbers and just leave the first spot blank like in the image below, it may work. I'll add updates to this after I test this.
(Edited)
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80 Points
I just tried this and it works. I moved the 2 assigned numbers all the way down to unused spots. Star commands worked without having to pause between hitting "*" and the number.
Additionally, I was told by Alpha in technical support that the call flip feature can NOT be disabled.
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122 Points
Justin, Employee
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1,270 Points
Justin, Employee
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1,270 Points
