Practice Managers can customize greetings, set member availability, manage wait times, and adjust notification preferences to enhance their communication efficiency.
Click into the Email or Phone Number field and enter the Thrive Pet Healthcare email address and then Next.
Click into the Password field and enter your Ring Central password then click Sign In.
Open the Phone System tab.
Select Groups.
Select Call Queues.
Click into the Search field and enter the name of the call queue to update.
Select the queue from the results.
Select Call Queue Details.
To help the Telephony Support team locate your call queues more easily, update the Group Name, if required. Ensure that the name includes the hospital name and the ID after the dash. For example: Fallback - Pet Specialists of Austin (10318).
Greetings and Hold Music
Select Greeting & Hold Music.
Check the Enable box to add a call queue greeting, if desired.
Enable or disable the audio while connecting. You can choose different options besides ringtones.
Enable or disable on-hold music or media, if desired.
Be sure to Save before proceeding to the next section.
Call Handling and Queue
Select Call Handling & Members.
Select the method for routing calls to members.
Toggle Member Status on or off (controls member availability for all queues, displayed as "Do not accept call queue calls" in the client).
Toggle Queue Status to control member availability for this specific call queue.
Click Save.
Select Wait settings and choose the number of callers allowed in the call queue at the same time.
Choose the behavior for calls when the call queue is full.
Set the maximum time a caller can wait in the call queue.
Choose the behavior for calls when the maximum wait time is reached.
Save the new settings.
Custom Rules
Select Custom rules to and select +Add Rule to add specific rules to this call queue
Voicemail and Notifications
Select Voicemail & Notifications.
Choose where to send the voicemails.
Save the new settings.
Change Notification Preferences
Select Settings.
Select Edit under Notifications.
Update the notification preferences.
Save the new settings.
Select Add Co-recipients to add co-recipients, if necessary.
Save the new settings.
Contact
Contact ithelp@thrivepet.com with any questions regarding any of the provisions of this procedure.
We are committed to continuously reviewing and updating our policies and procedures. The Company, therefore, reserves the right to amend, alter, or terminate this policy/procedure at any time and for any reason, subject to applicable law. When material changes are made, Thrive will post the changes on our internal website and provide Team Members with subsequent notice consistent with local laws or regulations.
Department
Technology
Subject
Telephone and iPad Resources
Last Update
February 5, 2025
Functional Specialists
Juanca Ibanez, Unified Communication and Collaboration Administrator
Nathan Wilson, Unified Communication and Collaboration Administrator
