Engage Voice | Setting up a CCRN in RingCentral Office

A CCRN, also known as Contact Center Routing Number, exists as a phone number in RingCentral Office and serves to route all calls to a contact center. After purchasing or porting your phone numbers to RingCentral Office, you may set these numbers as CCRNs to route calls to your Engage Voice account.

Assigning a CCRN in RingCentral Office

Follow the steps below if you already have an existing RingCentral number that you want to use as a CCRN for Engage Voice. If you still need to add a number to RingCentral Office, visit Purchasing phone numbers in RingCentral Office.
1. Log in to RingCentral Office using an admin account. You’ll need either Super Admin or Phone System  Admin privileges to be able to make the necessary changes.
2. Navigate to Phone System > Phone Numbers > All numbers
3. Click on the number that you would like to go to Engage Voice.
4. Click the radio button next to Contact Center.
5. Select RingCentral Engage Voice from the dropdown menu.
6. Click Save.
The number has now been assigned to Engage Voice. Keep in mind that you can only use numbers that are classified as Direct or Company Number under the Type column. You cannot use numbers that are attached to a specific device. If the number is tied to a device, please contact your Project or Account Manager to discuss configuration options.

Configuring the CCRN in Engage Voice

Follow these steps to configure the CCRN to route calls to an Engage Voice inbound queue or IVR, bridging RingCentral Office and Engage Voice together.
1. Log into Engage Voice as an admin.
2. Navigate to Channels > Phone Numbers via the left-hand navigation bar.
3. Click the Import Numbers button to bring up the Import New Number modal window.
4. Use the dropdown menu in the Account field to choose the correct account.
5. Check the box to the left of the RingCentral Office phone number that was set as the CCRN.
6. Click the Continue button at bottom right to close this window.
7. Click the Save button at bottom right to add the CCRN to Engage Voice.
8. The last step is assigning your new number. Click Assignment in the configuration panel.
9. Click the dropdown menu under Product type, then select whether you want your number to go to an inbound queue or an IVR. Select Inbound or IVR.
10. Click the dropdown menu under Item, then choose which queue or IVR you would like the CCRN to route.
11. Click on the calendar icon under the Start date to set when you want to start routing calls to your queue or IVR.
12. Click on the calendar icon under End date if you have a date that you would like the routing to be automatically disabled.
13. Click Save and close at bottom right.

Switching a CCRN to route externally in RingCentral Office

In case Engage Voice is experiencing difficulties, you can set the CCRN to route calls externally. Please contact your Project or Account Manager to configure an extension with forwarding rules in RingCentral Office.
1. Log into RingCentral Office using an admin account. You’ll need either Super Admin or Phone System  Admin privileges to be able to make the necessary changes.
2. Navigate to Phone System > Phone Numbers > All numbers.
3. Click the number that you would like to reroute.
4. Click on the radio button next to Extension.
5. Click on the Select Extension button.
6. A modal window will appear with a list of your extensions. Select the extension with your forwarding rule and click Done at bottom right.
7. Click Save at bottom right on the main page. 
Once the platform has returned to normal, find the number in Phone System > Phone Numbers > All numbers. Click on it, and then select the Contact Center radio button. Make sure it’s set to RingCentral Engage Voice and click Save.
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