Setting up company call handling in the
RingCentral
app and Admin Portal
==========================================================================================================================================
You can choose how incoming calls to your company phone numbers are handled by setting up call handling rules. Admins with [Auto Receptionist permissions in the Phone System](https://support.ringcentral.com/article-v2/Permissions-List-and-Details.html?brand=RC_US&product=RingCentral_MVP&language=en_US "") can manage these settings.
For single-site accounts, you can manage call handling settings in the apps and the Admin Portal. For [multi-site accounts](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US ""), you'll need to use the Admin Portal.
Note
The Admin Portal has a [new company settings layout](https://support.ringcentral.com/article-v2/using-the-new-company-settings-layout-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US ""). When you select **Admin Portal** , you'll access the instructions for the new layout. If you're not using the new layout, select **Admin Portal classic view**.
Before managing company call handling settings, [set your company's business hours schedule](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US "") to control how incoming calls are handled when your business is open and closed.
Where do you want to set up your company call handling settings?
## Desktop & web
Setting up company call handling in the desktop and web app
-----------------------------------------------------------
* In the navigation bar, click **Company settings**.
* Click **Phone system**.
* Next to **Company call handling** , click **Edit** .
Note
If you see **Advanced company call handling settings** instead of **Company call handling** , your company has the multi-site feature turned on and you'll need to manage your company call handling in the [Admin Portal](https://support.ringcentral.com/article-v2/Configuring-company-call-handling.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal "").
* By default, call handling rules apply 24/7. If you want to [create different rules for business hours and closed hours](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US ""), click **Edit schedule** at the top of the **Company call handling** popup.
* In the **Business hours** tab, under **Call routing** , click the **Send call** dropdown. From your available options, select where incoming calls will be routed:
* **To company greeting** : Plays a default or custom greeting to all callers. From the next dropdown, select what should happen **If a caller doesn't press a key** : *Disconnect automatically* or *Connect operator*.
* **To AI Receptionist** : If you have an [AI Receptionist (AIR)](https://support.ringcentral.com/article-v2/setting-up-your-ai-receptionist-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US ""), click **Select AI Receptionist** to choose the extension. Click **Visit Admin Portal** if you need to set up AIR.
* **To a specific user/extension**: Sends calls to a selected user or extension. Select from the next dropdown as to which user extension will receive the calls.
* **To multiple users**: Sends calls to users who are in a specific call queue. Choose which call queue should get the call, the call routing order, and maximum wait time.
* **To voicemail**: Sends calls to a specific voicemail box. In the next dropdown, select which voicemail box should receive the caller's voicemail. Set a password, PIN, greeting, and final destination for the message.
* **To announcement** : Sends calls to an extension that plays a recorded message. In the next dropdown, select which announcement greeting the caller should hear. Click **Record**to record a new custom greeting.
* **IVR menu** : Sends calls to an [Interactive Voice Response (IVR) menu](https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html?brand=RingCentral&product=RingEX&language=en_US ""). If you select this option, click **Select IVR Menu** to choose the relevant IVR menu. If an IVR menu is already selected, click **Edit** to update.
* In the bottom right corner, click **Save**.
* To set different call handling rules for times when your business is closed, click the **Closed hours** tab and repeat steps 5-6.
* In the **Phone System** menu, click the **Operator** dropdown to select the user who will receive calls when a caller presses *0* during your company greeting or a voicemail message. Operators can:
* Receive inbound calls to the company number.
* Place outbound calls on behalf of the company number.
* Send outbound faxes on behalf of the company number.
* Click the **Fax Recipient** dropdown to select the user, call queue, delegated line, shared line, or message-only extension who will receive faxes sent to your company and the site's main phone numbers. This recipient can:
* Place outbound calls on behalf of the company number.
* Receive inbound faxes to the company number.
* Send outbound faxes on behalf of the company number.
Note
Incoming faxes normally route to the Fax recipient. If you want incoming faxes sent to the company phone number per your call routing rules, contact [
Support
](https://support.ringcentral.com/contact-support.html "") to turn on the **Company/site Fax should follow company/site call rules** feature. When turned on, faxes to your company or site phone numbers will route to the same destination as phone calls, if the extension type supports the ability to receive a fax.
**Additional resources**
[Using the new company settings layout in the Admin Portal](https://support.ringcentral.com/article-v2/using-the-new-company-settings-layout-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US "")
[Auto Receptionist permissions in the Phone System](https://support.ringcentral.com/article-v2/Permissions-List-and-Details.html?brand=RC_US&product=RingEX&language=en_US "")
[Set your company business hours in the
RingCentral
apps and Admin Portal](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US "")
[Creating and managing IVR menus in the
RingCentral
Admin Portal](https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html?brand=RingCentral&product=RingEX&language=en_US "")
[Setting up multi-site support in the Admin Portal](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US "")
## Mobile
Setting up company call handling in the mobile app
--------------------------------------------------
* In the bottom toolbar, tap the three-dot **More** icon (a), then tap **Admin** (b).
* Tap **Phone system**.
* Tap **Company call handling** .
Note
If you see that **Multi-site** is **On** instead of **Company call handling** , your company has the multi-site feature turned on and you'll need to manage your company call handling in the [Admin Portal](https://support.ringcentral.com/article-v2/Configuring-company-call-handling.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal "").
* By default, call handling rules apply 24/7. If you want to create different rules for business hours and closed hours, you'll need to [set a schedule](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile "").
* Under **Send call** , tap the dropdown to select where to send incoming calls.
* **To company greeting** : Plays a default or custom greeting to all callers. From the next dropdown, select what should happen if a caller doesn't press a key: *Disconnect automatically* or *Connect to operator*.
* **To AI Receptionist** : If you have an [AI Receptionist (AIR)](https://support.ringcentral.com/article-v2/setting-up-your-ai-receptionist-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US ""), click **Select AI Receptionist** to choose the extension. Click **Visit Admin Portal** if you need to set up AIR.
* **To a specific user/extension**: Sends calls to a selected user or extension. Choose which user extension should get the calls.
* **To multiple users**: Sends calls to users who are in a specific call queue. Choose which call queue should get the call, the call routing order, and maximum wait time.
* **To voicemail**: Sends calls to a specific voicemail box. In the next dropdown select which voicemail box should receive the caller's voicemail. Set a password, PIN, greeting, and final destination for the message.
* **To announcement** : Sends calls to an extension that plays a recorded message. In the next dropdown, select which announcement greeting the caller should hear. Click **Record** to record a new custom greeting.
* **To IVR menu** : Sends calls to an Interactive Voice Response (IVR) menu. If you select this option, pick the relevant IVR menu in the next dropdown. Tap **Visit Admin Portal** to change additional IVR settings.
* At the top right corner, tap **Save** .
* To set different call handling rules for times when your business is closed, click the **Closed hours** tab and repeat steps 5-6.
* In the **Incoming calls** section, tap **Operator** to select the user who will receive calls when a caller presses *0* during your company greeting or a voicemail message. Operators can:
* Receive inbound calls to the company number.
* Place outbound calls on behalf of the company number.
* Send outbound faxes on behalf of the company number.
* Tap **Fax/SMS recipient** to select the user, call queue, delegated line, shared line, or message-only extension who will receive faxes and SMS messages sent to your company and the site's main phone numbers. This recipient can:
* Place outbound calls on behalf of the company number.
* Receive inbound faxes to the company number.
* Send outbound faxes on behalf of the company number.
* Receive inbound SMS to the company number.
* Send outbound SMS for the company number.
Note
Incoming faxes normally route to the Fax/SMS recipient. If you want incoming faxes sent to the company phone number per your call routing rules, contact [
Support
](https://support.ringcentral.com/contact-support.html "") to turn on the **Company/site Fax should follow the company/site call rules** feature. When turned on, faxes to your company or site phone numbers will route to the same destination as phone calls, if the extension type supports the ability to receive a fax.
**Additional resources**
[Using the new company settings layout in the Admin Portal](https://support.ringcentral.com/article-v2/using-the-new-company-settings-layout-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US "")
[Auto Receptionist permissions in the Phone System](https://support.ringcentral.com/article-v2/Permissions-List-and-Details.html?brand=RC_US&product=RingEX&language=en_US "")
[Set your company business hours in the
RingCentral
apps and Admin Portal](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile "")
[Creating and managing IVR menus in the
RingCentral
Admin Portal](https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html?brand=RingCentral&product=RingEX&language=en_US "")
[Setting up multi-site support in the Admin Portal](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US "")
## Admin Portal
Setting up company call handling in the Admin Portal
----------------------------------------------------
Note
If you're using the classic Admin Portal view, go to [Setting up company call handling in the Admin Portal classic view](https://support.ringcentral.com/article-v2/Configuring-company-call-handling.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal_classic_view "").
### Accessing company call handling
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* In the left panel under **Company** , click **Company Call Handling** for single-site accounts.
* For a [multi-site account](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US ""), click the site you want to manage, then click the **Company Call Handling** or the **Site Call Handling** tab.
### Forward all company calls
The forwarding calls feature lets you forward incoming calls to your company's main numbers during a holiday, closure, or emergency.
* Click the **Forward all company calls** toggle on.
* On the left side of the popup window:
* Select one of the options under **Where would you like to forward your calls?** . Click **Show more options** to see the complete list.
* Click **Select extension** to choose where calls will be forwarded.
* Click**Done**.
* To forward calls for a specific length of time:
* Check the box next to **Specify start and end dates**.
* Choose your **Start date** , **Start time** , **End date** , and **End time**.
* Click **Save** .
A banner will appear on the Admin Portal homepage when call forwarding is on.
* Click **Edit** to change the forwarding settings.
* Click **Turn off** to stop forwarding calls.
### Incoming calls
The company's business hours determine how incoming calls are handled. Call handling rules apply 24/7 by default. If you want to create different rules for business hours and closed hours, you'll need to set a schedule.
* Click **Business hours** .
* In the popup, click **Custom hours** .
* Click the toggles next to each day to set when you're open or closed. When open, click the **From** and **To** fields to set your business hours. You can also check the **24 hours** box for any day.
* Click**Save** .
To set up call handling for incoming calls during work hours:
* Click**Business hours call settings** or **Call settings** if your business hours are 24 hours, every day.
* Under **Route incoming calls to** , select where incoming calls will be routed. Click **More routing options** to view the full list.
* **Company greeting** : Plays a default or custom greeting to all callers.
* Click**Edit** to create a custom greeting.
* Under **Key presses** , select where a caller will be routed if they press **0** or **9**.
* **If no action is taken** and a caller doesn't press a key, choose *Disconnect* or*Connect to operator*.
* **AI Receptionist** : If you have an [AI Receptionist (AIR)](https://support.ringcentral.com/article-v2/setting-up-your-ai-receptionist-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US ""), click **Select AI Receptionist** and choose the extension.
* **IVR menu** : Sends calls to an [Interactive Voice Response (IVR) menu](https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html?brand=RingCentral&product=RingEX&language=en_US "").
* Click **Select IVR Menu** to choose the relevant IVR menu. If an IVR menu is already selected, click **Edit** to update.
* **A specific user** : Sends calls to a selected user or extension.
* Click **Select extension** to pick the user who should receive the calls. If an extension is already selected, click **Edit** to update.
* **Multiple users - call queue** : Sends calls to a specific call queue.
* Click **Select extension** to select the call queue. If a call queue is already selected, click **Edit** to update.
* **Voicemail** : Sends calls to a [dedicated voicemail inbox](https://support.ringcentral.com/article-v2/4491.html?brand=RC_US&product=RingEX&language=en_US "").
* Click **Select a message-only** extension to pick which voicemail box should receive the caller's voicemail. If an extension is already selected, click **Edit** to update.
* To create a new voicemail inbox to receive these calls, click **New Message-Only Extension** . Then, select it to route calls to that extension and click **Save**.
* **Announcement** : Sends calls to an extension that plays a recorded message and then disconnects the call.
* Click **Select an announcement-only extension** to pick which announcement greeting the caller should hear. If an extension is already selected, click **Edit** to update.
* To create a new extension to play your announcement, click **New Announcement-Only Extension** . Then, select it to route calls to that extension and click **Save**.
* **Shared Line** : Sends calls to multiple phones that share the same number.
* Click **Select extension** to pick a shared line. If an extension is already selected, click **Edit** to update.
* Learn more about [creating a shared line group](https://support.ringcentral.com/article-v2/Managing-shared-lines-in-the-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US "").
* **Limited extension** : Sends calls to a [limited extension](https://support.ringcentral.com/article-v2/9232.html?brand=RC_US&product=RingCentral_MVP&language=en_US "").
* Click **Select extension** to choose the extension. If an extension is already selected, click **Edit** to update.
* **Site** : Send calls to a different site's extension.
* Click **Select site** to choose the site's extension. If a site is already selected, click **Edit** to update.
Note
You can route incoming calls from the Main site to secondary company sites, as well as between secondary sites. However, you can't route calls from a secondary site back to the Main site.
* Click **Save**.
* To set different call handling rules for when your business is closed, click **After hours call settings** and repeat steps 2-3.
To [create a custom rule](https://support.ringcentral.com/article-v2/Creating-a-custom-rule.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=company "") for call handling during holidays, specific times of day, or for certain callers, click **Add Custom Rule** . To edit an existing custom rule, click **Edit Custom Rule**.
### Company Operator and Fax / SMS recipient
To manage who will be receiving calls, faxes, and text messages to your company numbers, click **Edit** next to:
* **Operator** to select the user who will receive calls when a caller presses 0 during your company greeting or a coworker's voicemail message. Operators can:
* Receive inbound calls to the company number.
* Place outbound calls on behalf of the company number.
* Send outbound faxes on behalf of the company number.
* **Fax Recipient** to select the user, call queue, delegated line, shared line, or message-only extension that will receive and send faxes from your company and the site's main phone numbers. This recipient can:
* Place outbound calls on behalf of the company number.
* Receive inbound faxes to the company number.
* Send outbound faxes on behalf of the company number.
* **SMS Recipients** to select the user, call queue, delegated line, shared line, or message-only extension that will receive text messages sent to your company and the site's main phone numbers.
* If you're selecting two or more SMS recipients to manage a [Shared SMS inbox](https://support.ringcentral.com/article-v2/managing-a-shared-sms-inbox.html?brand=RingCentral&product=RingEX&language=en_US ""), each recipient will need a [Business SMS Booster license](https://support.ringcentral.com/article-v2/using-business-sms-booster-licenses.html?brand=RingCentral&product=RingEX&language=en_US "").
* These recipients can:
* Receive inbound text messages to the company number.
* Send outbound text messages for the company number.
Note
If your account is displaying **Fax / SMS recipients** together and you want to separate the routing options, click **Enable Shared SMS Inbox**. You can then select one extension for faxes and one or more recipients for text messages.
### Additional settings
To manage your default IVR and zero dialing settings, scroll down to **Additional settings**.
* Click**Default IVR Settings**.
* Specify what happens when the caller presses # or \*.
* *Repeat menu greeting*: Plays the menu greeting again.
* *Return to root menu*: Returns the caller to the main menu.
* *Return to previous menu*: Returns the caller to the previous menu.
* Choose how many times to repeat the menu (up to three times) if there is no action, then select **Disconnect the call** or **Connect to extension**.
* Click **Save**.
* Click the back arrow to the left of Default IVR settings.
* Scroll down and click **Zero Dialing**.
* Select what will happen when a caller presses *0* while listening to an extension greeting.
* **Connect to company greeting**
* **Follow incoming call routing selection**
* **Connect to extension**
* **Do nothing**
* Click **Save** .
SMS Inbox Settings
------------------
If you've [set up your AI Receptionist (AIR) to send and receive text messages](https://support.ringcentral.com/article-v2/managing-skills-for-the-ai-receptionist-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US ""), it can be added as an SMS recipient for your [company or a site's shared inbox](https://support.ringcentral.com/article-v2/managing-a-shared-sms-inbox.html?brand=RingCentral&product=RingEX&language=en_US ""). Once assigned to a shared inbox, the AI Receptionist receives all incoming text messages sent to that number. If the AI Receptionist has the appropriate skills, it responds and continues the conversation.
Note
You need to have AIR set up in your account to use this feature. Text messages sent by the AI Receptionist count toward your monthly messaging allotment and include an AI surcharge.
* Sign in to the [Admin Portal](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* In the left panel under **Company** , click **Company Call Handling** for single-site accounts.
* For a [multi-site account](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US ""), click the site you want to manage, then click the **Company Call Handling** or the**Site Call Handling** tab.
* Scroll down and click **SMS Inbox Settings**.
* Next to AI Receptionist, click **Edit** .
* Select an AI Receptionist.
* Click **Done**.
**Additional resources**
[Using the new company settings layout in the Admin Portal](https://support.ringcentral.com/article-v2/using-the-new-company-settings-layout-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US "")
[Setting your company business hours in the RingCentral app and Admin Portal](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal "")
[Forwarding all company calls in the RingCentral app and Admin Portal](https://support.ringcentral.com/article-v2/Intro-to-the-Forward-all-company-calls-feature.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal "")
## Admin Portal classic view
Setting up company call handling in the Admin Portal classic view
-----------------------------------------------------------------
Note
If you're using the new company settings layout, go to [Setting up company call handling in the Admin Portal](https://support.ringcentral.com/article-v2/Configuring-company-call-handling.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin-portal "").
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* In the left panel, click **Auto-Receptionist** , then **General Settings** .
* If your company has multiple sites, select the name of the site whose call handling settings you want to adjust.
* Click **Call Handling** .
* By default, call handling rules apply 24/7. If you want to create different rules for business hours and closed hours, you'll need to [set a schedule](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal_classic_view "").
* In the **Business hours** tab, set up call handling for incoming calls during work hours. From your available options, select where incoming calls will be routed:
* **Company greeting** : Plays a default or custom greeting to all callers. Click **Edit** to select what should happen if a caller doesn't press a key: *Disconnect* or *Connect to operator*.
* **AI Receptionist** : If you have an [AI Receptionist (AIR)](https://support.ringcentral.com/article-v2/setting-up-your-ai-receptionist-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US ""), click Select **AI Receptionist** and choose the extension.
* **IVR menu** : Sends calls to an [Interactive Voice Response (IVR)](https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html?brand=RingCentral&product=RingEX&language=en_US "") menu. If you select this option, click **Select IVR Menu** to choose the relevant IVR menu. If an IVR menu is already selected, click **Edit** to update.
* **A specific user** : Sends calls to a selected user or extension. Click **Select extension** to pick the user who should get the calls. If an extension is already selected, click **Edit** to update.
* **Multiple users - call queue** : Sends calls to a specific call queue. Click**Select extension** to select the call queue. If a call queue is already selected, click **Edit** to update.
* **Voicemail** : Sends calls to a specific voicemail box. Click **Select extension** to pick which voicemail box should receive the caller's voicemail. If an extension is already selected, click **Edit** to update. To create a new voicemail box to receive these calls, click **New Message-Only Extension**.
* **Announcement** : Sends calls to an extension that plays a recorded message and then disconnects the call. Click **Select extension** to pick which announcement greeting the caller should hear. If an extension is already selected, click **Edit** to update. To create a new extension to play your announcement, click **New Announcement-Only Extension**.
* **Shared Line** : Sends calls to multiple phones that share the same number. Click **Select extension** to pick a shared line. If an extension is already selected, click **Edit** to update. Learn more about [creating a shared line group](https://support.ringcentral.com/article-v2/Managing-shared-lines-in-the-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US "").
* **Limited extension** : Sends calls to a [limited extension](https://support.ringcentral.com/article-v2/9232.html?brand=RC_US&product=RingEX&language=en_US ""). Click **Select extension** to choose the extension. If an extension is already selected, click **Edit** to update.
* **Site** : If you have a [multi-site set up](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US ""), send calls to a different site's extension. Click **Select site** to choose the site's extension. If a site is already selected, click **Edit** to update.
Note
You can route incoming calls from the Main site to secondary company sites, as well as between secondary sites. However, you can't route calls from a secondary site back to the Main site.
* Click **Save**.
* To set different call handling rules for times when your business is closed, click the **Closed hours** tab and repeat steps 6-7.
* To [create a custom rule](https://support.ringcentral.com/article-v2/Creating-a-custom-rule.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=company "") for call handling during holidays, specific times of day, or for certain callers, click the **Custom Rules** tab, then **Add Custom Rule** . To edit an existing custom rule, click **Edit Custom Rule** .
* Click the **Settings** tab to set up the following:
* **Default IVR Settings** : Specify what happens when the caller presses *#* or *\** .
* *Repeat menu greeting*: Plays the menu greeting again.
* *Return to root menu*: Returns the caller to the main menu.
* *Return to previous menu*: Returns the caller to the previous menu.
* **Repeat the menu** : Choose how many times to repeat the menu (up to three times) if there is no action, then select **Disconnect the call** or **Connect to extension**.
* **Zero Dialing** : Select what will happen when a caller presses *0* while listening to an extension greeting.
* **Connect to company greeting**
* **Follow incoming call routing selection**
* **Connect to extension**
* **Do nothing**
* **Call / Fax / SMS Recipients**
* **Operator** : Click **Select Extension** to pick the user, call queue, delegated line, shared line, or message-only extension who will receive calls when a caller presses *0* during your company greeting or a coworker's voicemail message. Operators can:
* Receive inbound calls to the company number.
* Place outbound calls on behalf of the company number.
* Send outbound faxes on behalf of the company number.
* **Fax Recipient** : Click **Select Extension** to pick the user, call queue, delegated line, shared line, or message-only extension that will receive and send faxes from your company and the site's main phone numbers. This recipient can:
* Place outbound calls on behalf of the company number.
* Receive inbound faxes to the company number.
* Send outbound faxes on behalf of the company number.
Note
If you want incoming faxes sent to the company phone number per your call routing rules, contact [
Support
](https://support.ringcentral.com/contact-support.html "") to turn on the **Company/site Fax should follow the company/site call** rules feature. When turned on, faxes to your company or site phone numbers will route to the same destination as phone calls, if the extension type supports the ability to receive a fax.
* **SMS Recipient** : Click **Edit** to pick the user, call queue, delegated line, shared line, or message-only extension that will receive text messages sent to your company and the site's main phone numbers. You can also go to the [SMS Inbox Settings](#add-air "") to add users and an AI Receptionist as SMS recipients.
* If you are selecting two or more SMS recipients to manage a [Shared SMS inbox](https://support.ringcentral.com/article-v2/managing-a-shared-sms-inbox.html?brand=RingCentral&product=RingEX&language=en_US ""), each recipient will need a [Business SMS Booster license](https://support.ringcentral.com/article-v2/using-business-sms-booster-licenses.html?brand=RingCentral&product=RingEX&language=en_US "") if your account isn't on the [Customer Engagement Bundle](https://www.ringcentral.com/products/customer-engagement-bundle.html "").
* These recipients can:
* Receive inbound text messages to the company number.
* Send outbound text messages for the company number.
Note
If your account is displaying **Fax / SMS recipients** together and you want to separate the routing options, click **Enable Shared SMS Inbox**. You can then select one extension for faxes and one or more recipients for text messages.
* Click **Save** .
Adding an AI Receptionist as an SMS recipient
---------------------------------------------
If you've [set up your AI Receptionist (AIR) to send and receive text messages](https://support.ringcentral.com/article-v2/managing-skills-for-the-ai-receptionist-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US#manage-skills ""), it can be added as an SMS recipient for your [company or a site's shared inbox](https://support.ringcentral.com/article-v2/managing-a-shared-sms-inbox.html?brand=RingCentral&product=RingEX&language=en_US ""). Once assigned to a shared inbox, the AI Receptionist receives all incoming text messages sent to that number. If the AI Receptionist has the appropriate skills, it responds and continues the conversation.
Note
You need to have AIR set up in your account to use this feature. Text messages sent by the AI Receptionist count toward your monthly messaging allotment and include an AI surcharge.
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* In the left panel, click **Auto-Receptionist** , then **General Settings** .
* If your company has multiple sites, select the name of the site to update its SMS recipients.
* Click **SMS Inbox Settings**.
* Under AI Receptionist, click **Edit** .
* Select an AI Receptionist.
* Click **Done**.
**Additional resources**
[Using the new company settings layout in the Admin Portal](https://support.ringcentral.com/article-v2/using-the-new-company-settings-layout-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US "")
[Auto Receptionist permissions in the Phone System](https://support.ringcentral.com/article-v2/Permissions-List-and-Details.html?brand=RC_US&product=RingEX&language=en_US "")
[Setting your company business hours in the
RingCentral
apps and Admin Portal](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal_classic_view "")
[Creating and managing IVR menus in the
RingCentral
Admin Portal](https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal_classic_view "")
[Setting up multi-site support in the Admin Portal](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US "")