Allow hold time to be 30 seconds or less.

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  • Idea
  • Updated 4 years ago
  • Implemented
  • (Edited)
I have a Polycom SoundPoint IP 335 user who had a transfered phone call end after 15 minutes. After being transferes he was placed on hold with the inital caller and did not terminate the call. Has anyone else had a similar problem? Is there a time limit on transfered phone calls.
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Renita

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Posted 5 years ago

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Desiree, Alum

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Hi Renita,

I was able to find the answer!

Current hold time is maximum of 15 minutes and minimum of 1 minute.

Thanks.

Desiree
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Glenn Richardson

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1- min is too long for a customer to remain on hold.
If someone does not pickup the call with 30-sec, the user should be directed to voicemail. This SHOULD be an easy fix in the ring central system
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Dan Lorenzi

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Was there ever a fix for this? 1 minute for hold time is way to long
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Ben Foster, Alum

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Hi Dan - 1 minute is still the minimum hold time. Sorry about that.
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Aces For Hire

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Yea, this is a really big issue. After being with Ringcentral for years, this could be something that ends our business with Ringcentral. Clients do not want to be on hold for more than 30 seconds, even then, that’s a long time. Anything after that becomes even more annoying when a customer finally gets sent to VM because no CSR was available to answer their call. The current two options available are either 1 minute hold time or straight to VM. The of it going directly to VM doesn’t help either as it doesn’t give a CSR the chance to answer the call if they happen to be available. If Ringcentral is looking to retain customers, this should be a priority in fixing, seeing that someone brought this up 9 months ago and isn’t the only company interested in having this option. And these are just people voicing this as a feature that they’d like to see. I can only imagine that there are more and more businesses that are searching for other alternatives to Ringcentral to remedy this problem. Jive allows you to customize exactly how long a group or extension is rung before it moves to another extension, group or voicemail. This should be a focus for Ringcentral...otherwise, I’m going to need to look elsewhere for our VOIP PBX.
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MikeBGrandRapids

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Agreed, this needs to be a priority.  Hold time needs to be adjustable 10, 15, 20 seconds, not minutes.
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Todd Frusti

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The one minute minimum hold time has become an issue for us as well.  Too many frustrated callers and missed calls because of no answer.  

I'm having a difficult time defending this RingCentral deficiency with our board - I'm starting to hear calls for us to find another provider.   Does anyone know how soon we'll get an option for 30 seconds before going to voice mail?
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RC-Installer, Champion

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Todd, I am not sure I understand completely the issue.  the 1 minute is the min someone could wait before going into voice mail when using a call queue correct?

So why would you want customers to go to to voice mail sooner.  Don't the customers hear music or something that is telling them that their call is important or something.  Are you saying people are just hanging up?  Maybe a call Queue is not the best setup or you don't have enough people manning the queue.  I may be mis understanding but if they go to voice mail quicker is that a good thing?  If so then why are you using call queues?  The whole point is so people wait in line for the next rep.

Help me understand how 10 seconds or 30 seconds will make this so much better.

Thanks

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
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Aces For Hire

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Allow me to respond for everyone. 

Chuck, if you call a support line and are on hold for 1 minute waiting for someone to answer, but all representatives are busy...would you be excited to have spent 1 minute on hold only to be prompted to leave a voicemail?

That one minute is in addition to the time that it takes to listen to the greeting, menu prompts, etc. This could then turn into two minutes that a person is on hold, only then to be sent to voicemail.

A call queue is great, but again, what if all representatives are busy. Having a customer sent to voicemail sooner rather than later is a lot better, hence 10 / 30 seconds. Customers are not excited to spend long periods of time on hold waiting in a queue. Getting to a voicemail to leave a message and have a call returned is a way better option that spending 5 or more minutes on hold.

If you don't believe that 1 minute is a long time, you are a rare breed. People are wanting things right this second and do not want to wait for anything anymore. The age that we are in has dwindled attention spans and patience.

In response to Todd, don't hold your breath. This is an 11 month old question that RingCentral doesn't care about. 

Timm McIntosh
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RC-Installer, Champion

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Hi Timm, I have not tried this but it may be a work around until RC adds this feature,  I will check to see if it is on the road map.

Put a message when people are on hold or waiting stating, if you wish to leave a voice mail now please press Zero.  This will exit them out to the operator extension.

Then create an extension (User with out a phone) that does not have any numbers associated to it and the call will go directly to a voice mail.  Record a greeting and then set your notification options.

This gives your customers a choice, wait if I want and go to VM automatically after 1 min or zero out, leave a message quicker.

What do you think?

Chuck

Certified Ring Central Installer
ckfuscone@yahoo.com
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Carrie Boucher

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The issue that I am having with this is that we are a non "support" business.  When someone calls us, they expect to either get connected quickly to a live person, or to reach voicemail.  If a person calls our company for the first time, and is left listening to connection music for too long, they just hang up.  Usually in our case this is not because one of the "techs" are busy, but because there is no one available to answer the call, we are in a session with another client.  We need VM to pick up quicker, and with the press 0 to leave a message, seems a bit tacky when they are expecting the phone to ring a few times and if no one is home so to speak, go to VM.
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Matthew Weaver

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I, too, think the one minute minimum is too much.  I want calls answered in 2-3 rings, and would like by 30 seconds to roll over to voice mail if it hasn't been answered.  Waiting a minute is wasting time and I suspect my missed call count would go down.  And throwing more people at the lines may not be a cost effective solution.  Yes, please give us 30 seconds as an option.
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Todd Frusti

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There are times when our secretaries have to leave their desk for whatever reason - and may even be out of their office.  The people who call us are comfortable leaving a voice mail as they know we  will return their call promptly.  Since our switch to RingCentral, I have heard from many that they would prefer to leave a voice mail after a few rings than wait for 1 minuter or longer before going to voice mail. 
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MikeBGrandRapids

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Agreed.  Calls to our main number come into a queue.  There are three people in that queue and it is sequential.  Sometimes two of the those people are out/with an in-person client and the other is on the phone.  It will ring and ring and ring for a full minute before going to to voicemail.  Frankly, after it cycles through all three people it should go to voicemail, regardless of the time it took.  Either way, 60 seconds is WAY too long.

This is a small office, three total employees.
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RC-Installer, Champion

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Mike, there is an answer for you.  If you are OK for people to go straight to voice mail if everyone is busy, then set the timer to "go straight to Voice Mail"

This is an option today.  That will solve your issue but not the others on this thread.

Do some testing to make sure it is what you want.

Let us know if this setting works for you

Thank you

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
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MikeBGrandRapids

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But that's only if they're on the phone, correct?  In my example only one was on the phone, the other two were with a client at their desk (who generally walks in unannounced).  If the phone rings then, their two extensions will rotate back and forth for a full minute, correct?

So this would not solve that issue, correct?
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MikeBGrandRapids

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Also, I just tried it and that solution just sends people directly to voicemail.  Everyone was 'available' that is, not DND, and it didn't even ring an extension.
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RC-Installer, Champion

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Well, that wont work...

I guess when someone walks up they could put the phone on DND?

That may work...

Humm.

Let me keep thinking

Chuck
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MikeBGrandRapids

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The DND thing might work, but I don't think it's practical to require that or expect people to remember to DND as soon as someone pops in, and then remember to turn it off when they leave.
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Michael Gile

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WHY has this not been fixed yet?
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Mike, Official Rep

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Hi Michael,  Sorry I can't give you a specific answer.  I know it's frustrating when there's a feature you want and have been waiting a long time.  We get hundreds of feature requests and our Product Team is constantly analyzing and prioritizing which features to implement.  Sometimes there are items like this that keep getting pushed back as other requests take a higher priority. If it helps, you can view a history of releases on the following page so that you can see what the product team has been working on . RingCentral Release Notes Archive
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Michael Gile

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This is a SIMPLE request, that should take any developer worth their salt less than an hour to fix and deploy.  In addition, it is clearly causing people FRUSTRATION and BUSINESS, and probably LOSING you customers.  It has also been sitting in here for YEARS.  I'm sorry, but your boilerplate answer just does not cut it.  There is either a serious limitation of your system, or (more likely), the importance of this request is not making it to the right people who can act on it.  Please do whatever is in your power to make it clear that this is both simple and critical.
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Mike, Official Rep

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We appreciate your comments, and I understand your frustration. I can not speak for the developers, but, I do know that there are often other considerations taken into account other than simplicity of deployment. I can assure you that these feature requests and comments to get reviewed by our Product Team, as I am the one who delivers this content to them. Thanks

Mike 
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Michael Gile

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As you can see, this is still an issue. I can't speak to the maximum being an issue, but it looks like for some it is as well https://community.ringcentral.com/ringcentral/topics/maximum-hold-time-to-wait-for-an-available-call... I have been around the block in the telecom business, and historically hold time was measured in RINGS (6s in the usa) not in MINUTES. So basically by setting the minimum at 60s, you have set it to 10 Rings.  I would say 4 rings or ~24s is a more normal time to wait for voicemail.  The consensus in this group appears to be if you had a single option in the 20-30 second range, then we will all shut up and stop screaming (mainly because customers will stop screaming at us)
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Doc Jan

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This reply was created from a merged topic originally titled shorter hold time for voicemail.

Under the call queue, the hold time that a caller has to wait before getting forwarded to voice mail is too long.  Please allow for a 20 or 30 sec option because most people will hang up and assume no voicemail is set up if it rings more than 4 or 5 times.
(Edited)
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ServersAnd Domains

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This reply was created from a merged topic originally titled Maximum hold time to wait for an available call queue member.

Maximum hold time to wait for an available call queue member does not work for us when we are running a 24 hour business and all of our agents are on the phone. This setting only goes to 15 minutes and then it sends it to a voicemail. We need this option to be unlimited so the system never sends the call to voicemail. But also give an option for users on hold to be able to select if they do not want to hold any longer and leave a voicemail than.
This option used to me available like 8 years ago and it disappeared after the upgrades.
(Edited)
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Michael Gile

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THANK YOU for fixing this.  Not to pick nits, but when was someone from RingCentral going to tell us that 15s and 30s are now an option? (has appeared in the last two weeks)
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Mike, Official Rep

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Hi Michael,  we are still in the process of pushing out our most recent update, so not all accounts ore on v 7.1.1 yet.  I'll mark this idea as "implemented" but if anyone does not yet have it, your account will be updated soon. It takes a few weeks for us to push it out to all users. 
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Regina

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It's fixed??? Woo-hoo!!