The default mode for the RingCentral IVR is single-level. Switching to multi-level allows deployment of a more sophisticated auto-receptionist menu to handle a large volume of incoming calls at one or more company locations. The multi-level IVR function supports up to 250 menus for each account you create. Multi-level IVR is available to RingCentral Office Premium and Enterprise customers in the US. To learn more click here .
- Tap Greeting & Company Calls.
- Select the Company Hours tab (if available).
- Select Play company greeting if you’d like callers to hear a default or custom greeting. You can select to play the default greeting, or create a custom greeting on the next screen. (See instructions below.)
- Or select Bypass greeting to go to extension to bypass the Auto-Receptionist and connect calls directly to a specific extension.
- Under If caller enters no action, you can select Connect to operator (extension 0). Or select Disconnect to automatically disconnect callers after the greeting is played three times with no action by the caller.
- Select the After Hours tab to set call handling for after hours. (If you have Business Hours set to 24 hour you will get a pop-up message when you select the After Hours tab offering to let you change your business hours.)
- Tap Save when done.
The Auto-Receptionist greets callers with a recorded message when they call your company. Your Auto-Receptionist is initially set to play a default greeting with your company name using text-to-speech technology (you can review the script of this default greeting by tapping Auto-Receptionist > Greeting & Company Calls > Greeting > Default. Press Play to hear the default greeting.
- Select Greeting & Company Calls.
- Select the Company Hours or After Hours tab.
- Tap Greeting.
- Select Default or select Custom.
- If you selected Custom, click the Record button.
- In Call me at, select Forwarding number and choose one from the dropdown.
- Or select Custom number, tap the field, then type in a phone number.
- RingCentral will call you and prompt you to record your greeting.
- Repeat this process for the After Hours tab.
- Tap Done.
- Tap Dial-by-Name Directory.
- Tap Dial-by-Name Directory to On.
- Select as the Directory Extension a number that is not already in use as an extension. This will become the number callers will tap to get to the dial-by-name directory.
- Tap Extensions in Directory.
- Deselect any extensions to be excluded from your company’s Dial-by-Name Directory. This list includes both user extensions and group extensions.
- Select to search by First Name or by Last Name.
- Tap Done.
When Dial-by-Name Directory is ON, callers will hear a recording that, in addition to telling them to dial an extension, also suggests they can dial the Directory Extension number in order to locate a user by name. When callers tap the Directly Extension, they are instructed to use their phone keypad to spell out the first three letters of the first name, or of the last name, of the person or group they wish to call. The system will connect them, or offer additional options if there is more than one choice.