Setting your Company Call Handling and Operator Extension

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SummaryHow do I configure how company calls are handled and routed in my account?
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The Auto-Receptionist controls what callers hear when they dial your company number during regular or after hours. You can play a greeting which is a great way to position your company and describe your phone tree. For example: Press 1 for Sales, Press 2 for Shipping, by simply recording your custom greeting. Callers can enter an extension any time during the message to be connected. Alternatively, you can setup the phone tree so that callers can get connected to a company number, a Call Queue or a User directly. 

This article will guide Administrators on how to configure your Company Call Handling settings. Click on the links below to proceed:
 

 Configuring your Company Call Handling Settings

Step 1:

Step 2:

On the Admin Portal page, click Phone System.

User-added image

Step 3:

Click Auto-Receptionist, and then click IVR Settings.

setup call handling - autoreceptionist

Step 4:

Click Edit under the Company Greeting. You have two (2) options: 

setup call handling - company greeting

i. Play company greeting
ii. Connect Directly to Extension

i. Play company greeting

This option is enabled by default. When Play company greeting is enabled, callers will hear either the default company greeting or your recorded company greeting. Choose if the rule will be applied to your Company Hours or After Hours, select Play company greeting, and then click Done. See  Advanced Company Call Handling Settings

setup call handling - play company greeting

Additional options are available after the Company Greeting is played and the caller enters no action. 

setup call handling - user enters no action

Options when caller enters no action after the Company Greeting and Menu:
 

 Connect to Operator

Select this option if you want to direct callers to the Operator Extension after the Company Greeting, and the caller enters no action. Select Connect to operator and click Done
 
setup call handling - connect to operator

 Disconnect

Select this option if you want to disconnect the caller after the Company Greeting repeats three (3) times, and the caller enters no action.

In the Company Greeting and Menu window, select if the option will be applied during Company Hours or After Hours, and then click on Disconnect. Click Save
 
setup call handling - select disconnect
 

 Connect Directly to Extension

When you select this option, the caller will be directed to the extension that you selected, let's say a department. Choose if the rule will be applied to your Company Hours or After Hours, click Connect directly to extension, and then choose the extension where you want the calls to be routed, and then click Save. See  Advanced Company Call Handling Settings

setup call handling - bypass company greeting

NOTE:  When you select this option, the Company Greeting will be bypassed and the rules of the extension where the calls were routed will be applied. See Routing Company Calls Directly to an Extension for more information.

 The Operator Extension

The Operator Extension is an extension that is set up to receive all calls and messages that comes in to the Main Company Number. The Default Operator Extension is 0, however, you can assign another User or Extension as the Operator Extension. To configure your Company's Operator Extension, follow the steps below: 
 

Step 1: 


Step 2: 

On the Admin Portal page, click Phone System.

User-added image


Step 3: 

Click Auto-Receptionist, and then click IVR Settings.

setup call handling - select IVR settings


Step 4: 

Under Operator Extension section of your account, you will be able to see the list of extensions and departments in your RingCentral account. Select the extension or department that will serve as the Operator, which will receive all the calls and messages when your Main Company Number is dialed. Click Done.

setup call handling - select operator

Click Save to save your settings.

setup call handling - save settings

NOTE: When zero "0" is pressed: 
 
When the caller is listening to the Company Greeting, pressing zero "0" connects the caller to the Operator Extension.

When the caller is listening to any extension's greeting, pressing zero "0" returns the caller to the Company Greeting.

When the caller is listening to any extension's greeting, pressing zero "0" twice connects the caller to the Operator Extension.
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