Team and phones
Take calls through text relay
Make sure customers who use Relay UK reach an agent in Ringura, without a menu or an answering-machine check cutting them off.
Steps
Choose a queue
On Agents and extensions, under Text relay calls, pick the Queue for text relay calls. Use a queue whose agents expect a relay assistant to speak and type for the caller.
Save and apply
Choose Save relay queue, then apply it to the phone system with Apply to phone system. Calls whose caller ID starts with 18001 or 18002 then go straight to that queue, past any menu.
Mark customers who use it
On Contacts, open the customer and tick This customer uses text relay. Dialler calls to them skip the answering-machine check, which would otherwise hang up on the relay assistant.
Allow for the pace
A relay call is slower: the assistant reads each side's words. Agents should say when they have finished and wait for the reply.
Good to know
- Text relay is off until you choose a queue. Without one, these calls follow the number's usual route.
- A queue that takes text relay calls cannot be deleted until you choose another or turn this off.
- Relay is matched on the caller ID. If the caller ID does not carry the prefix, the call follows the usual route.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.