RingCentral Softphone

Member Services have multiple RingCentral phone lines that are funneled into specific call queues that are answered in an evenly distributed rotation that changes based on the availability of the Member Services Associates.

Call Recording/Monitoring and Retention

As part of our Call Recording/Monitoring Procedure and Policy, AdvisoryCloud records all calls for training, coaching, and creating best practices for business purposes.

• Review the AdvisoryCloud Call Recording/Monitoring Procedure and Policy here

• Review the AdvisoryCloud Call Recording Retention Policy here

SPECIAL NOTE: In certain States, it is illegal and a criminal act to record persons without consent.

Quality Assurance

All Inbound/Outbound Calls are randomly selected for review for training and quality assurance purposes. Part of this review includes listening to call recordings to help address customer disputes and to ascertain promises made to potential customers during sales, support, or onboarding calls.

Inbound/Outbound Calling

Local and Domestic Calls

To place an outbound call, there is no prefix code needed to dial local and domestic calls.

International Calls

To place an outbound international call, dial 011, then the number.

Main Business Phone Number

• The main business phone number is 415-259-5752

• The main business fax number is XXX-XXX-XXXX

Company Directory

All employees have their own direct lines and extensions. You can search the company directory directly in your RingCentral App.

Call Queue

The Call Queue Hours of Operation is Monday - Friday, from 6:00 am - 6:00 pm (PST). Saturday and Sunday, from 8:00 am and 4:00pm (PST).

• The Member Services Call Queue Line - 415-289-7115

The Call Queue phone mapping is outlined below:

• Press 1 - If you are an advisor member

  • Press 1 - Advisor Billing

  • Press 2 - Advisor Profile

  • Press 3 - Advisor Help with Advisory Board Program

  • Press 4 - Advisor Cancel Menu - Plays Message 3x then disconnects the caller

• Press 2 - If you are a company member - goes to the B2B Phone Queue

• Direct Number 415-874-7575 also rings this queue directly

  • Press 1 - Company Billing

  • Press 2 - Company Profile - Help with your company profile

  • Press 3 - Company Advisory Board Program

  • Press 4 - Company Advisory Services (Questions about Advisory Services)

  • Press 5 - To speak with your Account Manager

    • Forward to Account Manager line - 415 943 9409

After Hours Auto-Receptionist

The After Hours Auto-Receptionists is an automated function.

The After Hours Auto-Receptionists Hours of Operation are Monday - Friday, 6:01 pm to 5:59 am (PST) and Saturday - Sunday 4:01 pm to 7:59am (PST).

Voicemail

All voicemails are sent to the customerservice@advisorycloud.com email address which creates a case in Service Cloud. The case type is automatically set to Call Requested which is a High Priority case type. The response time goal for high priority cases is under 8 hours.