Callrail Whisper in RingCentral?

Hello, trying to find an answer to a question here about whisper messages in RingCentral. I don’t mean whispers as in those used for live call monitoring/coaching. We use Callrail for numbers that forward to our RingCentral numbers for each of our different businesses. Example:
Callrail #1 (Google) → RC Business A Number

Callrail #2 (Social Media) → RC Business A Number

Callrail #3 (Social Media) → RC Business B Number

I’ve messed with display settings for the call queues to display the proper information (with the help of the community already) but the issue now is that we are missing the whisper message once the call is forwarded to the RC Number. Since Callrail numbers #1 and #2 both forward to the Business A number, we are losing the ability to correctly attribute the lead to a source. I’ve spoken with Callrail, according to them the whisper message is still being played. That would indicate that the whisper message is playing before the scheduler can pick up the call on the RC side.

I haven’t found a way to delay the whisper message playing on the Callrail side so is there a way to delay the call on the RC side so our employees can hear the whisper? I’m really looking for any way to accurately track our sources so if there’s another workaround for me to investigate, I just need to be pointed in the right direction. Thanks!

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Hi @ipadagas, I have dealt with the same issue in the past. This occurs because the call is considered “picked up” as soon as it is received, so the whisper message plays immediately even though the call recipient may not have actually picked the call up yet. After a bunch of back and forth with CallRail and RC support, we determined the best way to account for the delay is to put in a bunch of numbers as fillers in the whisper message prior to the actual message that needs to be played, see below as an example:

I would suggest this as a workaround, we have not had an issue with this since applying this change.

Thanks for the response! I figured as much that the call was being picked up “too early” and that was causing the whisper to be lost. I will have to give this workaround a try to see if it’ll work for us.

My immediate question is if the whisper plays on forward to the RC number or if the whisper will play if the customer is sitting in a call queue. Would you happen to have any insight into that? Either way, this is better than anything I’ve tried to come up with so far so I appreciate your time.

The whisper message plays immediately as soon as it is received on the RC side, so if a customer is holding in a queue then the amount of numbers prefixed would probably need to be adjusted to accommodate for the additional time. Not a perfect solution, but the best workaround I was able to find for my specific issue.

That makes perfect sense, I’ll definitely have to play with the numbers to make sure the tail end of the message is always heard. Thanks for your help!

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