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.
    You will see the following information and options:
  • 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. The first phone number with the drop-down menu indicates the main company number. Numbers in blue text are direct phone numbers assigned to the main auto receptionist.
  • Operator (Optional): By default, the account owner is the operator. Click Edit to change the operator. The operator will be the default option if you choose to route to an Interactive Voice Response (IVR) system.
  • 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.
    • 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.

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.
    You will see the following information and options:
  • 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 auto receptionist.
  • Operator (Optional): By default, the account owner is the operator. Click Edit to change the operator. The operator will be the default option if you choose to route to an Interactive Voice Response (IVR) system.
  • 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.
    • 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.

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).
  7. Under Audio Prompt, Click Customize to record or upload audio that explains the IVR menu options to callers.
  8. Under IVR Menu, add the routing options you created by selecting an option in the drop-down menus then entering the name or extension in the text box. Click OK when done.
  9. 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.
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