http://m.getsatisfaction.com/topics/6380522 Call Queues: pound # to go directly to voicemail 2018-09-15T03:52:34Z 2014-10-04T01:02:44Z 6380522 http://m.getsatisfaction.com/topics/6380522 6380522 Call Queues: pound # to go directly to voicemail 2018-09-15T03:52:34Z 2014-10-04T01:02:44Z Brett Youngberg http://m.getsatisfaction.com/people/4647997 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/9555911/AIbEiAIAAABDCJ7Wl4ThuN_9HiILdmNhcmRfcGhvdG8qKGFlNTUyNDgwZTFjNzg2YWJmZDhlMjA1YmI1ZDVhZDlkZTYxODlkMzMwARUcyC9d7dXtZUPGlDwiz2LMFwdA_medium. brett_youngberg We don't want to have to create a new voicemail only extension to allow customers to leave a voicemail from a department call queue. We want them to be able to hit pound # while in the queue and go directly to that department's call queue voicemail like they use to be able to do.<br /><br />Then we can let the people on hold know with the interrupt that they can press pound if they don't want to keep waiting. This allows the people who want to wait, wait, and those who are tired of waiting to leave a message and keep our system and voicemail messaging simple and consistent. idea 17 16 24 comment http://m.getsatisfaction.com/topics/6380522/replies/15290961 http://m.getsatisfaction.com/topics/6380522 15290961 Tony Wilhelm responded to "Call Queues: pound # to go directly to voicemail" 2015-01-28T21:31:17Z 2015-01-28T21:31:17Z Tony Wilhelm http://m.getsatisfaction.com/people/4828251 https://www.gravatar.com/avatar/b660cb4182a94bc1b49924c8cf0251e5?d=identicon&s=55&r=PG tony_wilhelm I second this idea. &nbsp;Much needed change. 1 http://m.getsatisfaction.com/topics/6380522/replies/15620014 http://m.getsatisfaction.com/topics/6380522 15620014 Kyle Watson responded to "Call Queues: pound # to go directly to voicemail" 2015-04-23T18:15:11Z 2015-04-23T18:15:11Z Kyle Watson http://m.getsatisfaction.com/people/7489496 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/10515254/photo_medium.jpg kyle_watson_7183496 <p>Definite show stopper.</p><p>We wanted to switch to ring central but this prevented the switch.</p><p><br /></p> 1 http://m.getsatisfaction.com/topics/6380522/replies/15621196 http://m.getsatisfaction.com/topics/6380522 15621196 Mike responded to "Call Queues: pound # to go directly to voicemail" 2015-04-23T22:47:45Z 2015-04-23T22:47:45Z Mike http://m.getsatisfaction.com/people/7217465 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11168991/Headshotcropped_medium.jpg michael_fehringer Thanks for your comments everyone. &nbsp;We have numerous requests from others wanting the # or * keys to perform certain actions and all are taken into consideration by our Product Team. &nbsp;I can not promise any changes here but these comments are being seen and taken into consideration as the product evolves.&nbsp;<br /><br />Mike&nbsp; 0 http://m.getsatisfaction.com/topics/6380522/replies/15621229 http://m.getsatisfaction.com/topics/6380522 15621229 Brett Youngberg responded to "Call Queues: pound # to go directly to voicemail" 2015-04-23T22:58:46Z 2015-04-23T22:58:46Z Brett Youngberg http://m.getsatisfaction.com/people/4647997 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/9555911/AIbEiAIAAABDCJ7Wl4ThuN_9HiILdmNhcmRfcGhvdG8qKGFlNTUyNDgwZTFjNzg2YWJmZDhlMjA1YmI1ZDVhZDlkZTYxODlkMzMwARUcyC9d7dXtZUPGlDwiz2LMFwdA_medium. brett_youngberg Hi Mike, to clarify, this is once they enter a call queue/group (not before). Before, users could skip waiting in a queue and go directly to the department voicemail simply by pressing #. Now they have to hit an extension number not used somewhere else to go to a voicemail only extension to take the message for the department. Very clunky and now we have 2 voicemail inboxes for 1 department: 1st one if they reach the max allowed waiting time or if the number of callers exceeds the limit and the 2nd if they don't want to keep waiting.<br /><br />This also really sucks because for each department we need a different extension and the customer has to pay attention as to which numbers to press to skip waiting and leave a message in the correct department because the behaviour is different in each call queue.<br /><br />The # use to take callers to the department voicemail but then it was removed with the interface update. Not sure why IVR menus allow for # and * to navigate and call queues do not. 2 http://m.getsatisfaction.com/topics/6380522/replies/15623305 http://m.getsatisfaction.com/topics/6380522/replies/15621229 15623305 Mike responded to "Call Queues: pound # to go directly to voicemail" 2015-04-24T14:12:43Z 2015-04-24T14:12:43Z Mike http://m.getsatisfaction.com/people/7217465 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11168991/Headshotcropped_medium.jpg michael_fehringer Thanks for clarifying. &nbsp; These comments do help our Product Team.&nbsp; 1 http://m.getsatisfaction.com/topics/6380522/replies/17000318 http://m.getsatisfaction.com/topics/6380522 17000318 Brett Youngberg responded to "Call Queues: pound # to go directly to voicemail" 2016-06-29T18:43:56Z 2016-06-29T18:43:56Z Brett Youngberg http://m.getsatisfaction.com/people/4647997 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/9555911/AIbEiAIAAABDCJ7Wl4ThuN_9HiILdmNhcmRfcGhvdG8qKGFlNTUyNDgwZTFjNzg2YWJmZDhlMjA1YmI1ZDVhZDlkZTYxODlkMzMwARUcyC9d7dXtZUPGlDwiz2LMFwdA_medium. brett_youngberg Is there anyway we can do this now? We don't want to force customers to leave a voicemail when in a call queue but if they want to leave a voicemail, we want it to be easy and not have to create a duplicate voicemail only extension on top of the department voicemail. Can we please get the # or to go to the department voicemail if the customer wants? 3 http://m.getsatisfaction.com/topics/6380522/replies/17066240 http://m.getsatisfaction.com/topics/6380522 17066240 Brett Youngberg responded to "Call Queues: pound # to go directly to voicemail" 2016-07-25T18:12:43Z 2016-07-25T18:12:43Z Brett Youngberg http://m.getsatisfaction.com/people/4647997 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/9555911/AIbEiAIAAABDCJ7Wl4ThuN_9HiILdmNhcmRfcGhvdG8qKGFlNTUyNDgwZTFjNzg2YWJmZDhlMjA1YmI1ZDVhZDlkZTYxODlkMzMwARUcyC9d7dXtZUPGlDwiz2LMFwdA_medium. brett_youngberg I have to add that when someone is in a queue and presses the new voicemail ext number we've had to set up for that queue so they can stop waiting and leave a voicemial, it counts as a MISSED Call for the queue/department extension. We are using Zapier to create Zendesk tickets on missed calls longer than 20 seconds so we can follow-up. However, this now creates some confusion as people leaving a voicemail are counting as a missed call. We end up with a Voicemail in Zendesk and a missed call ticket (and no automatic association in Zendesk because there is no native ticket creation based on phone number). Please let them hit # to go to the department voicemail that is set up so we don't get a bunch of erroneous missed calls. 1 http://m.getsatisfaction.com/topics/6380522/replies/18009778 http://m.getsatisfaction.com/topics/6380522 18009778 Damon Grant responded to "Call Queues: pound # to go directly to voicemail" 2016-11-16T23:01:18Z 2016-11-16T23:01:18Z Damon Grant http://m.getsatisfaction.com/people/8056340 https://www.gravatar.com/avatar/70a09b86d4e25d11cd5f04a3d9930f6c?d=identicon&s=55&r=PG damon_grant Yeah this seems like a no-brainer. &nbsp;Let the customer go straight to Vmail if they want to leave a quick message rather than wait. &nbsp; 1 http://m.getsatisfaction.com/topics/6380522/replies/18669982 http://m.getsatisfaction.com/topics/6380522 18669982 Brittany Beavers responded to "Call Queues: pound # to go directly to voicemail" 2017-05-18T16:54:54Z 2017-05-18T16:54:54Z Brittany Beavers http://m.getsatisfaction.com/people/9099418 https://www.gravatar.com/avatar/c484742431c3b02d2982d27e6b2bc86f?d=identicon&s=55&r=PG brittany_beavers Has RingCentral adopted this feature yet? 1 http://m.getsatisfaction.com/topics/6380522/replies/18670241 http://m.getsatisfaction.com/topics/6380522/replies/18669982 18670241 Mike responded to "Call Queues: pound # to go directly to voicemail" 2017-05-18T18:21:52Z 2017-05-18T18:21:52Z Mike http://m.getsatisfaction.com/people/7217465 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/11168991/Headshotcropped_medium.jpg michael_fehringer No,&nbsp; Not for a Call Queue. <br /><br /> <a href="http://success.ringcentral.com/articles/RC_Knowledge_Article/901?_ga=2.221526810.309506025.1495131508-583805904.1490291012" rel="nofollow" target="_blank" title="Link: http://success.ringcentral.com/articles/RC_Knowledge_Article/901?_ga=2.221526810.309506025.1495131508-583805904.1490291012">RingCentral Phones Function Keys: * and # Codes</a> <br /><br /><img src="https://d2r1vs3d9006ap.cloudfront.net/s3_images/1598664/28144-eew2aj_inline.png?1495131708" title="Image: https://d2r1vs3d9006ap.cloudfront.net/s3_images/1598664/28144-eew2aj_inline.png?1495131708" /> 0 http://m.getsatisfaction.com/topics/6380522/replies/18670260 http://m.getsatisfaction.com/topics/6380522/replies/18669982 18670260 Brett Youngberg responded to "Call Queues: pound # to go directly to voicemail" 2017-05-18T18:26:45Z 2017-05-18T18:26:45Z Brett Youngberg http://m.getsatisfaction.com/people/4647997 https://d2r1vs3d9006ap.cloudfront.net/public/uploaded_images/9555911/AIbEiAIAAABDCJ7Wl4ThuN_9HiILdmNhcmRfcGhvdG8qKGFlNTUyNDgwZTFjNzg2YWJmZDhlMjA1YmI1ZDVhZDlkZTYxODlkMzMwARUcyC9d7dXtZUPGlDwiz2LMFwdA_medium. brett_youngberg It used to be a feature. Now you have to create a separate voicemail extension for each of your call queues if you want to give callers the option to leave a message before the hold times out. Don't know why they removed it or won't bring an option back so we don't have to duplicate voicemail boxes 1 http://m.getsatisfaction.com/topics/6380522/replies/18701868 http://m.getsatisfaction.com/topics/6380522 18701868 Adrian Dewey responded to "Call Queues: pound # to go directly to voicemail" 2017-05-31T15:43:50Z 2017-05-31T15:43:50Z Adrian Dewey http://m.getsatisfaction.com/people/8896011 https://www.gravatar.com/avatar/35de2cd6ef85c0cea6ebdf72418a3fdf?d=identicon&s=55&r=PG adrian_dewey_8d6huq4h79e1q <em>This reply was created from a merged topic originally titled <a class="notranslate" href="https://community.ringcentral.com/ringcentral/topics/allowing-key-press-assignments-to-users-whilst-on-hold" rel="nofollow" target="_blank">Allowing key press assignments to users whilst on hold.</a>.</em><br /><br /> Would be great if customers were able to press a button to take them to a voicemail whilst on hold in a call queue. 3 http://m.getsatisfaction.com/topics/6380522/replies/19299801 http://m.getsatisfaction.com/topics/6380522 19299801 TLAPA responded to "Call Queues: pound # to go directly to voicemail" 2018-02-06T17:31:37Z 2018-02-06T17:31:37Z TLAPA http://m.getsatisfaction.com/people/9263803 https://www.gravatar.com/avatar/6c3b05158cdc0cd24f58789cbff5a604?d=identicon&s=55&r=PG tlapa Are you kidding me?&nbsp; Three years later and you still don't offer this critical functionality.&nbsp; I'm piloting this service and all was good until I hit this brick wall.&nbsp; I'll have to reconsider using RC - unless someone has a workaround for this issue.&nbsp; There must be some way around this. 2 http://m.getsatisfaction.com/topics/6380522/replies/19354512 http://m.getsatisfaction.com/topics/6380522/replies/18669982 19354512 Saroma Baillie responded to "Call Queues: pound # to go directly to voicemail" 2018-02-27T15:43:58Z 2018-02-27T15:43:58Z Saroma Baillie http://m.getsatisfaction.com/people/9557794 https://www.gravatar.com/avatar/4365106523408d453b10590839e19496?d=identicon&s=55&r=PG saroma_baillie Why was this feature removed? This is needed for our call queues! 0 http://m.getsatisfaction.com/topics/6380522/replies/19663864 http://m.getsatisfaction.com/topics/6380522 19663864 IT Infrastructure responded to "Call Queues: pound # to go directly to voicemail" 2018-07-27T17:52:48Z 2018-07-27T17:52:48Z IT Infrastructure http://m.getsatisfaction.com/people/9738695 https://www.gravatar.com/avatar/94dde0686c992c4f97d199a90e7f6277?d=identicon&s=55&r=PG it_infrastructure + 1 0 http://m.getsatisfaction.com/topics/6380522/replies/19727861 http://m.getsatisfaction.com/topics/6380522 19727861 Matthew responded to "Call Queues: pound # to go directly to voicemail" 2018-08-30T16:06:02Z 2018-08-30T16:06:02Z Matthew http://m.getsatisfaction.com/people/9723826 https://www.gravatar.com/avatar/e849777fedb80ddb0521c16cdeab8343?d=identicon&s=55&r=PG matthew_birt I would like this to be amended to 'key press', just for a bit more functionality. Also key press in queues as a standard function. That way the interrupt message could ask them to leave a voicemail at any time by pressing # or 0 0 http://m.getsatisfaction.com/topics/6380522/replies/19758013 http://m.getsatisfaction.com/topics/6380522 19758013 CC-Bill responded to "Call Queues: pound # to go directly to voicemail" 2018-09-15T03:52:34Z 2018-09-15T03:52:34Z CC-Bill http://m.getsatisfaction.com/people/9790239 https://www.gravatar.com/avatar/9b877cdc891a959b1602c622ac2f2d15?d=identicon&s=55&r=PG bill_j_scheuneman OK, I am a noobie.&nbsp; Just signed up yesterday, but I have been playing &amp; testing different things.&nbsp; I also ran into this scenario, and it was a big disappointment.&nbsp; There is no way I am going to let my customers sit in a queue without an option to go to voicemail.&nbsp; I think I found a good workaround.&nbsp; I will preface it with the following:&nbsp; I have a multi-site setup with multiple IVR's (however, I would think it would work the same without multiple sites and even with only one IVR).&nbsp; Also, my IVR's are setup to have a "Key Presses" of "0" to "Transfer to voicemail of" (the call queue extension).&nbsp; During the queue hold process the customer can actually press "0" twice.... so "00" and it will bring them to the queue extension voicemail.&nbsp; The first "0" pressed actually brings them back to the initial greeting and the second "0" pressed transfers them to the queue's voicemail (because of the "Key Presses" configuration I mentioned above).&nbsp; &nbsp;So, "00" looks like it works.&nbsp; Now, I can just indicate to the customer while on hold that if anytime they want to stop holding and be transferred to voicemail, press "00".&nbsp;&nbsp;<br alt="" name="" rel="" target="" title="" type="" value="" /><br alt="" name="" rel="" target="" title="" type="" value="" />As a side note, the first "0" seems to bring it back to the IVR greeting, so if in the initial greeting(IVR) you have it setup where "0" transfers to a live operator and didn't want "00" transferring to a live operator, you could have a hidden "Key Presses" of lets say "7" that "Transfer to voicemail of" (the call queue extension).&nbsp; So, in this scenario, it would be "07" that would transfer the customer to the call queue voicemail when the customer was tired of waiting in queue.<br alt="" name="" rel="" target="" title="" type="" value="" /><br alt="" name="" rel="" target="" title="" type="" value="" />Hope this helps!&nbsp; It looks like it will work for me! 1