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.
Note
: - To change your company call handling settings, you need to be assigned a role with Auto Receptionist permissions in the Phone System.
- Before managing company call handling settings, set your company’s business hours schedule, which lets you customize how incoming calls are handled when your business is open and closed.
Where do you want to set up your company call handling settings?
Setting up company call handling in the RingCentral desktop and web app
- In the navigation bar, clickCompany settings(a), then clickPhone system(b).
- Next toCompany call handling, clickEdit.Note: If you seeAdvanced company call handling settingsinstead ofCompany call handling, your company has the multi-site feature enabled. To use the company greeting to answer incoming calls for a multi-site account, you need to make changes in the RingCentral Admin Portal.
- By default, call handling rules apply 24/7. If you want to create different rules for business hours and closed hours, clickEdit scheduleat the top of theCompany call handlingpopup.
- UnderSend call, click 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 automaticallyorConnect operator.
- 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. ClickRecordto record a new custom greeting.
- To IVR menu: Send calls to an Interactive Voice Response (IVR) menu. If you select this option, select the relevant IVR menu in the next dropdown. ClickVisit Admin Portalto change additional IVR settings.
- In the bottom right corner, clickSave.
- To set different call handling rules for times when your business is closed, clickCompany settings > Phone system > Company call handling, then click theClosed hourstab. Repeat step 4.
- ClickSave.
- In thePhone Systemmenu, click theOperatordropdown to select the user who will receive calls when a caller presses0during 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 theFax/SMS recipientdropdown to select the user 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 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.