Managing Auto Receptionists and Integrated Voice Response (IVR) Follow

Overview

Auto receptionists allow calls to be answered by a personalized recording or routed to a phone user or call queue. You can set up an auto receptionist to route to an Integrated 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 Voice license

Customizing the Main Auto Receptionist

After completing the initial setup of Zoom Voice, 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 Voice will automatically create a Main Auto Receptionist for each site. All calls to the main company number will be answered by the Main Auto Receptionist, which can be customized to play a personalized recording or route the call.

  1. Log in to the Zoom web portal and navigate to the Auto Receptionists page.
  2. Click an auto receptionist that displays Main Auto Receptionist after its name.
     
    You'll see the following information and options:
    • 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.
    • Direct Number(s): Click Add to assign direct phone numbers to the auto receptionist.
    • Operator: 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 the auto receptionist to an Integrated 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.
      • Greeting Prompt: Select a greeting prompt from the drop-down menu or click Upload to add a custom greeting. The greeting will play before routing the caller.
      • 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 Upload Greeting Prompt and select an audio file that will play after the initial greeting prompt set above.
        • Route to Call Queue: Enter a call queue to route to.
        • Route to Phone User: Enter an extension or username to route to a specific phone user.
        • Route to Interactive Voice: Select or upload an audio prompt that explains the IVR menu. Customize up to 10 IVR menu items by selecting an option in the drop-down menus.
    • Closed Hours: Select where calls are routed outside of business hours.
      • Greeting Prompt: Select a greeting prompt from the drop-down menu or click Upload to add a custom greeting. The greeting will play before routing the caller.
      • 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 Upload Greeting Prompt and select an audio file that will play after the initial greeting prompt set above.
        • Route to Call Queue: Enter a call queue to route to.
        • Route to Phone User: Enter an extension or username to route to a specific phone user.
        • Route to Interactive Voice: Select or upload an audio prompt that explains the IVR menu. Customize up to 10 IVR menu items by selecting an option in the drop-down menus.
  3. Click OK.

Creating a New Auto Receptionist

  1. Log in to the Zoom web portal, navigate to the Auto Receptionists page, and click Add.
  2. 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.
    • 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 Integrated Voice Response (IVR) system.
  3. Click Save. The web portal will redirect you back the Auto Receptionists page.
  4. Click the name of the new auto receptionist to edit it. You'll see the following information and options:
    • 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.
    • Direct Number(s): Click Add to assign direct phone numbers to the auto receptionist.
    • Operator: Click Edit to change the operator. The operator will be the default option if you choose to route the auto receptionist to an Integrated 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.
      • Greeting Prompt: Select a greeting prompt from the drop-down menu or click Upload to add a custom greeting.
      • Route to: By default, Zoom Voice 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 Upload Greeting Prompt and select an audio file that will play after the initial greeting prompt set above.
        • Route to Call Queue: Enter a call queue to route to.
        • Route to Phone User: Enter an extension or username to route to a specific phone user.
        • Route to Interactive Voice: Select or upload an audio prompt that explains the IVR menu. Customize up to 10 IVR menu items by selecting an option in the drop-down menus.
    • Closed Hours: Select where calls are routed outside of business hours.
      • Greeting Prompt: Select a greeting prompt from the drop-down menu or click Upload to add a custom greeting. The greeting will play before routing the caller.
      • Route to: By default, calls will route to the operator's voicemail (if you specified one). If you didn't specify an operator, calls will route to the account owner's voicemail. 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 Upload Greeting Prompt and select an audio file that will play after the initial greeting prompt set above.
        • Route to Call Queue: Enter a call queue to route to.
        • Route to Phone User: Enter an extension or username to route to a specific phone user.
        • Route to Interactive Voice: Select or upload an audio prompt that explains the IVR menu. Customize up to 10 IVR menu items by selecting an option in the drop-down menus.
  5. Click OK.

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, Spanish, and French, your first-level IVR menu can prompt callers to select a language. The second-level menus can prompt callers to select a phone user, call queue, or voicemail:

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. Log 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 queue for more information.

    Note: If you want to route to a 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. Tip: 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 the operator will be the first option in the IVR menu.
  3. Click Save. The web portal will redirect you back the Auto Receptionists page.
  4. Click the name of the new auto receptionist to edit it.
  5. Enter the required information for the new auto receptionist. See Creating a New Auto Receptionist for more information.
  6. Next to Route to, click Edit.
  7. Select Route to Interactive Voice Response (IVR).
  8. Select or upload an audio prompt that explains the IVR menu options to callers.
  9. Next to 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.
  10. 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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