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geekmom9256 avatar image
geekmom9256 asked simon-bailey commented

Can't get text-to-speech to announce user's name.

USA, RingCentral Default Voicemail Greeting won't say user name in default greeting. I have recorded the name in the User Details, spelled it phonetically and set the User Name to RingCentral text-to speech, but even though the written text under Voicemail Greeting shows a name inserted with the phonetic spelling, when you call it, it skips it and says, "Your call has been forwarded to the voicemail for (dead air here). No one is available to take your call..."

What settings are wrong?

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geekmom9256 avatar image
geekmom9256 answered
Ext. 121, we have the work hours greeting set to a custom greeting now, but the after hours one still has a blank. Sharlyn Jensen, pronounced "Share-Linn"
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saadetswift16514 avatar image
saadetswift16514 answered
Hey Geekmom,

What extension is this happening on? I can take a look at its settings :)
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geekmom9256 avatar image
geekmom9256 answered saadetswift16514 commented

Yes, we had someone in this dept. leave, and this is the new person who started yesterday. The way our service is set up, she has to have the same DID and ext. as her predecessor. We have only had your phone system since the beginning of the year, so all of this is new to us!


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saadetswift16514 avatar image saadetswift16514 commented ·
Gotcha! No worries. So I always suggest not reusing an extension because things like this can get stuck on the back end.

You have a few options! You can either record custom greetings, like you already did for during business hours. So in this case, you would want to upload a voicemail greeting to the After Hours section of that extension.

Or, you can create a new extension for the employee, fill out all of the information, and then move the phone and phone number (all of which are considered a Digital Line) over to the brand new extension. Once it's been moved over, you can delete that old extension, and then edit the new one to have the original extension number. There is a caveat to this method, you will want to make sure that you retrieve all voicemails, faxes, call recordings. etc. before deleting the old extension.

It's up to you, but you avoid things like this from happening. 


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geekmom9256 avatar image geekmom9256 commented ·
Thanks, I wasn't aware that we shouldn't reuse extensions. We have a lot of turnaround in the service area, so we always keep the same extensions and DID's for the replacements. Changing it all the time isn't an option, so I will custom record her After Hours greeting.  It's too bad they can't fix the text-to-speech option to work when you change  something as simple as a name! Seems bizarre to me. I'll remember this for the future. I appreciate all your help today!
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saadetswift16514 avatar image saadetswift16514 commented ·
You're welcome! 


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cglassy3135 avatar image
cglassy3135 answered rhodes12113 commented


USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets


2019-12-18 We had this happen again this morning. The only way to deal with and resolve it was to

Delete the User completely and

Recreate the User Extension and User info.   This solved it.  

I suspect there's a bug in the system.  

We have thousands of users and usually this is not an issue for us. We routinely reassign extensions on a frequent basis without trouble.

If you run into this issue, you can try deleting the User and Extension --- it will be found again in Auto-Receptionist or Unassigned Extensions.

Join our unofficial RingCentral Admins User Group
http://ringcentraladminusersgroup.org/index.html

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tim-smith12412 avatar image tim-smith12412 commented ·
Correct. Updating DND from the App or the Website will correctly display the user's status in the Windows App. It does not reliably update their status on the operator's desk phone or the color expansion module attached to the operator's phone. I think this was the biggest disconnect: we wanted a physical phone, but apparently the only way we can get the calling features we wanted is with an app. Maybe I just need to explain to my bosses that there aren't any phones that will meet our needs and that we need to have another monitor for the receptionist so they can use the Windows app instead.
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rhodes12113 avatar image rhodes12113 commented ·
Can you provide any detailed instructions on how your CSR disabled DND on all the phones? Much appreciated.
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martin-jim7970 avatar image
martin-jim7970 answered simon-bailey commented
Hi everyone! There's a work around to this issue, try to upload any audio file to the existing "Record user name" recording to replace it. Then switch it to text to speech. Cheers!
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simon-bailey avatar image simon-bailey commented ·
This is a clever work round. i simply clicked to record a new name, said nothing, upload and flick back to text. Thanks Jim. Question: why are we doing this? @Ring Central.. could you fix the bug so if we change the username, the text to speech simply recognizes it?
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saadetswift16514 avatar image
saadetswift16514 answered
Hmmm...Your settings look correct....did you happen to reuse this extension? Meaning that someone else at some point had extension 121?
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cglassy3135 avatar image
cglassy3135 answered
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-02-27  Geekmom - we have thousands of users, and thousands of DID lines. In our system each person's DID line is the same as their extension#.  The trick is to delete the extension but retain the DID in your number portfolio.  We may have as many as 200 lines change in a month --- some months more than that, some less. We do re-use them all the time successfully and have text to speech used as the default all the time.  About 20% of our users choose to create customized greetings but we do wipe them out if the employee leaves or moves to a new location.   Our text to speech option always works and always announces the User Name as best as it can pronounce their name. Even in all of our many IVRs.   If the line gets stuck on the back end - even these can be fixed - but it has never happened in our case since we started at RingCentral in june 2016.    
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