Managing Auto Receptionists and Interactive Voice Response (IVR) Follow

Overview

Auto receptionists answer calls with a personalized recording and routes calls to a phone user, or call queue. You can also set up an auto receptionist to route to an Interactive Voice Response (IVR) system to provide callers with several routing options.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin permissions
  • Zoom Phone license

Customizing the Main Auto Receptionist

After completing the initial setup of Zoom Phone, it will create an auto receptionist (named Main Auto Receptionist) and assign it to the main company number. All calls to the main company number will be answered by the main auto receptionist.

Note: If you added multiple sites to your account, Zoom Phone will automatically create a main auto receptionist for each site. Calls to the main company number will be answered by the main auto receptionist of the main site (the first site you create after enabling multiple sites).

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Auto Receptionists.
  3. Click an auto receptionist that displays Main Auto Receptionist after its name.
  4. Change the auto receptionist settings as needed.

Changing the Main Company Number in the Main Auto Receptionist

If you have a main auto receptionist with more than one direct number, you can change which phone number is used as the main company number.

You can also re-assign a phone number from another phone user, call queue, auto receptionist, common area phone, or Zoom Room.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Auto Receptionists.
  3. Click an auto receptionist that displays Main Auto Receptionist after its name.

    Note: If you have multiple sites, each site has it own main auto receptionist. However, the main company number only belongs to the main auto receptionist of the main site. You can see your main site in the Company Info page.
  4. Click the drop-down menu to change the main company number. You can either:

    • Choose from numbers assigned to the main auto reception. The previous main company number will remain assigned to the main auto receptionist.
    • Click Select an unassigned number and choose a number from the list of unassigned numbers then click Confirm. You can also click Get Numbers to purchase a new phone number.
      Note: The previous main company number will become unassigned. You can re-assign the number that was previously the main company number.

Creating a New Auto Receptionist

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Auto Receptionists.
  3. Click Add.
  4. Enter the following information:
    • Site (only visible if you have multiple sites): Select a site for the new auto receptionist.
    • Name: Enter a display name to help you identify the auto receptionist.
    • Operator (Optional): Assign a phone user to be a operator. The operator will be the first option if you choose to route the auto receptionist to an Interactive Voice Response (IVR) system.
  5. Click Save
  6. Change the auto receptionist settings as needed.

Changing Auto Receptionist Settings

  1. Sign in to the Zoom web portal,
  2. Click Phone System ManagementCall Queues.
  3. Click an auto receptionist's name.
    You will see the following information and options in the Profile tab:
  • Display Name: Click Edit beside the auto receptionist's name and enter a new one.
  • Site (only visible if you have multiple sites): Displays the site that the auto receptionist belongs to.
  • Extension Number: Click Edit to change the extension number assigned to the auto receptionist.
  • Number(s): Click Add to assign direct phone numbers to the main auto receptionist. Numbers in blue text are direct phone numbers assigned to the main auto receptionist.
    Note: If you're editing the main auto receptionist, the phone number with the drop-down menu indicates the main company number. To change the main company number, click the drop-down menu and select another direct number assigned to the main auto receptionist. If you have multiple sites, the main company number is assigned to the main auto receptionist of the main site.
  • Operator (Optional): The operator has access to auto receptionist settings. When creating an auto receptionist, the account owner is the operator by default. Click Edit to change the operator. 
  • Time Zone: Click Edit to change the time zone used for the Business Hours option below.
  • Business Hours: Check Edit to change the times when the auto receptionist will answer calls. You can also set business hours to span past 11:30 PM. This could be used if the auto receptionist routes to phone users or call queue members that work night shifts.

    If you set custom business hours, you will see these options:
    • Greeting Prompt: Select a greeting prompt from the drop-down menu or click Customize to record a greeting or upload an audio file. The greeting will play before routing the caller. You can also select Disable to not play a greeting prompt.
      Note: Some of the routing options have a secondary audio prompt. For example, if you route to an IVR, the greeting prompt will play first, followed by the IVR's audio prompt.
    • Route to: By default, calls will route to an IVR system with the operator as the first option. Click Edit to select where the auto reception will route to after the greeting prompt:
      • Route to Voicemail: Enter an extension or username to route to their voicemail.
      • Route to Message: Click Customize to record or upload audio that will play after the initial greeting prompt set above.
      • Route to Call Queue: Enter a call queue to route to.
      • Route to User: Enter an extension or username to route to a specific phone user.
      • Route to Common Area Phone: Enter the phone's name or MAC address to route to a common area phone.
      • Route to Interactive Voice: Click Customize to record or upload audio that explains the IVR menu. Customize up to 10 IVR menu items by selecting an option in the drop-down menus.
  • Closed Hours: If you set business hours, select where calls are routed outside of business hours.
    • Greeting Prompt: Select a greeting prompt from the drop-down menu or click Customize to record a greeting or upload an audio file. The greeting will play before routing the caller. You can also select Disable to not play a greeting prompt.
    • Route to: By default, calls will route to the operator. Click Edit to select where the auto reception will route to after the greeting prompt:
      • Route to Voicemail: Enter an extension or username to route to their voicemail.
      • Route to Message: Click Customize to record or upload audio that will play after the initial greeting prompt set above.
      • Route to Call Queue: Enter a call queue to route to.
      • Route to User: Enter an extension or username to route to a specific phone user.
      • Route to Common Area Phone: Enter the phone's name or MAC address to route to a common area phone.
      • Route to Interactive Voice: Click Customize to record or upload audio that explains the IVR menu. Customize up to 10 IVR menu items by selecting an option in the drop-down menus. 
  • Voicemail: Click Set to share the auto receptionist's voicemail inbox with phone users. 
    Note: You should set the Business Hours or Closed Hours settings to route to the auto receptionist's voicemail inbox.

Creating a Multi-Level Interactive Voice Response (IVR) System

If you require a hierarchical IVR menu that allows routes callers to different menus, you can add a multi-level IVR. For example, if your office provides services in English and French, your first-level IVR menu can prompt callers to select a language. The second-level menus can prompt callers to dial a phone user, route to a call queue, or leave a voicemail. The following diagram illustrates this setup:

When creating a multi-level IVR, focus on a single branch and start at the lowest levels that don't lead to another auto receptionist, then work your way up to the first menu that will be assigned to your main company or site number.

If you're creating a complex IVR system with many menus, consider creating a diagram like the one above to visualize everything you need to create.

Creating routing options (up to 10)

  1. Sign in to the Zoom web portal.
  2. Create the routing options (phone user or call queue) for a low-level auto receptionist that doesn't route to another auto receptionist. Visit the support articles for phone users or call queues for more information.

    Note: If you want to route to voicemail, make sure you add a phone user and complete the voicemail settings.

Creating an IVR menu with your routing options

  1. Navigate to the Auto Receptionists page, and click Add.
  2. Enter the following information:
    • Site: If you added multiple sites, select a site for the new auto receptionist.
    • Name: Enter a display name that will help you identify the IVR level.
    • Operator (Optional): Assign a phone user to be a operator if you want to assign a user to the 0 key in the IVR menu.
  3. Click Save.
  4. Edit the setting for the new auto receptionist. See Creating a New Auto Receptionist for more information.
  5. Next to Route to, click Edit.
  6. Select Route to Interactive Voice Response (IVR). You will have access to the following routing options:
    • Audio Prompt: Click Customize to record or upload audio that explains the IVR menu options to callers.
    • IVR Menu: Add the routing options you created by selecting options in the drop-down menus then entering the name or extension in the text box. 
    • If caller enters no action after prompt played 3 times: Select a routing option if the caller is inactive after the audio prompt plays 3 times, or dials an invalid IVR menu option 3 times.
  7. Click OK.
  8. Repeat the steps above to create additional routing options and IVR menus for each branch of your IVR system.

    When you need to route an IVR menu item to one you previously created, in the Routing Option window, select Forward to another Auto Receptionist and enter the name of an auto receptionist you created.

Viewing an Auto Receptionist's Voicemail Inbox

Note: You should set the Business Hours or Closed Hours settings to route to the auto receptionist's voicemail inbox to allow callers to leave messages.

  1. Sign in to the Zoom web portal,
  2. Click Phone System ManagementCall Queues.
  3. Click an auto receptionist's name.
  4. Click the Voicemail tab.
  5. You can identify voicemail messages using the following:
    • If the number has a caller ID name or belongs to your organization, you'll see a name above the number.
    • Voicemail entries marked by a blue dot haven't been played yet.
  6. Use the search options at the top to search for a specific contact or phone number, or click the drop-down menu at the top to filter by read or unread messages.
  7. Click the following options to view and manage voicemails:
    • Play icon: Play the voicemail message and display a transcript of the voicemail message if Zoom Phone was able to transcribe it.
    • Download: Save the voicemail message (MP3 file).
    • Delete: Delete the selected voicemail message. To delete several entries at once, click the checkbox beside the status column and click Delete at the top of the table.
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