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Setting up how company calls are handled in a single-level IVR

Last updated on May 03, 2022
If you’re an account admin with Auto Receptionist permissions, you can manage how the calls that reach your company phone number are handled with a single-level IVR. You can set this up by configuring your company’s IVR settings in the Admin Portal or RingCentral app. 
 
To set up how calls are handled using a multi-level IVR, visit Setting up a Multi-level IVR.

Call handling capabilities for a single-level IVR

With a single-level IVR, you can send the calls that reach your company phone number to:
  • A company greeting that allows the callers to dial an extension or reach a company operator
  • An announcement that will disconnect the call once played
  • One or multiple users in your company, bypassing any greetings 
  • A voicemail box
You can also set advanced rules that can handle calls differently for specific
  • Times of the day (e.g., during lunch break)
  • Days of the year (e.g., for holidays)
  • Caller IDs (e.g., for certain people, like suppliers, customers, or investors)
Where do you want to set up your company call handling? If you’re in an enterprise company, you can only access your company call handling settings through the Admin Portal.
Desktop & web
Mobile
Admin Portal
  1. Open the RingCentral app on your desktop or web browser. Sign in as an admin.
  2. Click Company settings > Phone from the left menu. 
  3. Next to Company call handling, click Edit
Edit company call handling
  1. By default, the call handling rules will apply 24/7. If you want to create different rules for Business hours and Closed hours, update your company’s business hours
  2. Under Send call, select where to send incoming calls:
    • To company greeting: Send calls to a pre-recorded company greeting that can provide callers the option to connect to a specific extension or company operator. 
    • To specific team member/extension: Send calls to one specified user in your company. 
    • To multiple team members/extension: Send calls to multiple users in your company. You can choose to send calls to the users simultaneously, in a fixed order, or based on which user’s been idle the longest. 
    • To voicemail: Send calls directly to a specific voicemail box.
    • To announcement: Send calls to a pre-recorded announcement that will disconnect the call upon completing the announcement. 
Edit company greeting
  1. Configure the remaining settings that appear under the Call routing section. These settings will vary depending on which option you choose under Send call
  2. Click Save.
Note: If you set up a Business hours schedule, be sure to set your call handling rules for Closed hours too.
  1. Open the RingCentral mobile app. Sign in as an admin.
  2. Tap More > Admin in the bottom menu.
Tap More > Admin
  1. Tap Phone system
Tap Phone system
  1. Go to Auto-Receptionist > Greeting & Company Calls.
Go to Greetings and company calls
  1. By default, the call handling rules will apply 24/7. If you want to create different rules for Company Hours and After Hours, update your company’s business hours
  2. Choose how to handle incoming calls:
    • Play company greeting: Play a default or custom greeting to all callers. After the greeting is played, callers can dial the extension they’re trying to reach. Learn how
    • Bypass greeting to go to extension: Automatically send callers to an extension. Tap Extension to choose your extension. 
Choose how to handle incoming calls
  1. Tap Save in the top right corner. 
Note: If you set up a Company Hours schedule, be sure to set your call handling rules for After Hours too.
  1. Go to the Admin Portal and sign in as an admin. 
  2. Click Phone System in the top menu.
  3. Select Auto-Receptionist > General Settings from the left panel. 
  4. Expand IVR Settings
Update IVR settings
  1. By default, the call handling rules will apply 24/7. If you’d like to create different rules for Business Hours and After Hours, update your company’s business hours
  2. Choose how you want to handle incoming calls:
    • Company Greeting: Plays a default or custom greeting to all callers. After the greeting is played, callers can dial the extension they’re trying to reach or press 0 to reach your company operator. Learn how
    • User Extension: Sends calls to a user extension. 
    • Call Queue Group: Sends calls to a call queue. The call queue group settings will determine how callers connect to an agent. 
    • Shared Line: Sends calls to a shared line. The shared lines group settings will determine who takes the incoming call. 
    • Voicemail: Sends calls to voicemail.
    • Announcement: Sends calls to a recorded voice message. Once the message is done playing, the call will disconnect.  
Choose how you want to handle incoming calls
  1. Configure the settings that appear to the right of the incoming call options. These settings will vary depending on which option you chose in step 6. 
  2. If you choose to send callers to a user extension or user group, scroll to Zero Dialing and choose what to do when a caller presses “0”:
    • Connect to Company Greeting: (Default) Connects the caller to your company greeting.
    • Do nothing: The caller continues with the call with no change. 
    • Connect to Extension: Sends the caller to either your company operator or a specific extension. 
  3. Click Save
Click Save
Note: If you set up a Business Hours schedule, be sure to set your call handling rules for After Hours too.
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