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jasonhilborn avatar image
jasonhilborn asked Danny Start commented

Why am I still encountering the department prompt even though I turned it off?

Under Incoming Call Information I've selected "never" for the department prompt, saved changes and confirmed the setting was off, however the department and press 1 prompt still occurs when I test the system. Has anyone else run into this?
incoming call informationproblemcan't turn off department promptdepartment promptplay announcement never
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Danny Start avatar image Danny Start commented ·
Any updates on this?  I am also waiting for this fix.  All they need to do is a provide a "Never" button under call queues for that person's incoming call information setting. The reason why this is important is because it can take 10 seconds alone to redirect a call to a cellphone number, then user has to accept the call and acknowledge the call by pressing 1 and by this time the caller hangs up!
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mike avatar image mike commented ·
Hi Danny,   This is a pretty old thread and many things have changed over the last couple of years.  Is this the setting you are looking for? 


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Justin Pfister avatar image Justin Pfister commented ·
Ben - any updates on getting a "Call Queue - Never Play Announcement Feature". All the other solutions seem like hacks. We have a situation where we have multiple users in a call queue and each one has slightly different caller-id requirements.. One wants to see the incoming caller ID and the other wants to see the Called-Number. this would would perfect with call queue (and I've tested it) except we can't use it because of the "press-1 prompt"
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Danny Start avatar image Danny Start commented ·
Hi Mike, no. The image above displays the option for behaviour for the caller not the queue member (employee). I am referring to caller information on a members setting. This setting is under the users call handling and forwarding tab. If a group call comes in and a member has forwarded to his cellphone, the member will have to accept the call and wait for an announcement AND then press 1 to connect to the caller. There is the option to turn it off for direct calls but no group calls.
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mike avatar image mike commented ·
HI Danny,  Thanks for the clarification and comments above. I can understand the problem it creates if the process takes too long and the caller potentially hangs up.  If I'm not mistaken, I believe the system was designed this way so that there is confirmation that the call is being answered.  If the call automatically transfers to the cell phone number, then it's out of the RC system and all RingCentral controls and functionality are lost. 
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Eric Stephenson avatar image
Eric Stephenson answered
I also really need the ability to turn off "Play announcement before connecting" for call queue calls and it is a shame this is not yet available.  Please help RC Technical Team!
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Justin Pfister avatar image
Justin Pfister answered
I also really need the "Call Queue - Never Play Announcement Feature". All the other solutions seem like hacks. We have a situation where we have multiple users in a call queue and each one has slightly different caller-id requirements.. One wants to see the incoming caller ID and the other wants to see the Called-Number. this would would perfect with call queue (and I've tested it) except we can't use it because of the "press-1 prompt".. We're forced to use the Direct to Extension option and it's really not working that well. Can we get some sort of ETA or Update on this feature request?? 
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Michael Semenovski avatar image
Michael Semenovski answered
same issue this have to be fixed finally after 12+ months !!
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eric12345 avatar image
eric12345 answered mike commented
Bump! I am needing this feature, as one of the extensions in my queues connects to a PBX that can't dial 1 to accept the call. 
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mike avatar image mike commented ·
Hi Eric,  This sounds like a little different request.  If you wish, you can create an new post and flag it as an "Idea" request and further explain what you want the system to do. 
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