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, call queue, common area phone, or voicemail. You can also set up an auto receptionist to route to an interactive voice response (IVR) system to allow callers to select 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 have multiple sites, 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 receptionist. 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 phone numbers.
      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 the operator. You can change the operator later on.
  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 Management > Auto Receptionists.
  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): 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: Click Edit to select where the auto reception will route to after playing the greeting prompt:
      • Route to Voicemail
        • Voicemail Greeting: Select a greeting from the drop-down menu or click Customize to record a greeting or upload a supported audio file. The greeting plays before routing the call.
        • Leave Voicemail to: Select Current Extension to route to the call queue's voicemail. You can also route to a voicemail inbox that belongs to a phone user, call queue, or another auto receptionist.
          Note: If you select User to route to a phone user's voicemail, the voicemail greeting you previously specified will be used instead of the phone user's greeting.
      • 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 response (IVR): Click Customize to record or upload audio that explains the IVR menu. The IVR's audio prompt plays after the auto receptionists's greeting prompt. Customize up to 10 IVR menu items by selecting an option in the drop-down menus.
        • 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.
  • Closed Hours: If you set business hours, select where calls are routed outside of business hours. You will see the same routing options as business hours.
  • Voicemail: Click Set to share the auto receptionist's voicemail inbox with phone users. 
    Note: To allow callers to leave messages in the auto receptionist's voicemail, change the Business Hours or Closed Hours setting to route to the current extension's voicemail.

Changing the Auto Receptionist Operator

The auto receptionist operator has the following privileges:

Follow these steps to change the auto receptionist operator. There can only be one operator for each auto receptionist.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Auto Receptionists.
  3. Click an auto receptionist's name.
  4. Next to Operator (Optional), click Edit.
  5. Enter a name or extension to search through phone users.
  6. Click the phone user, then click Save.

Creating a Multi-Level interactive voice response (IVR) System

If you require a hierarchical IVR system that allows callers to select routing options, you can create a multi-level IVR.

For example, if your organization 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 that contains three IVR menus:

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)

Start at the bottom of your hierarchy to create the routing options that you will add to an IVR:

  1. Sign in to the Zoom web portal.
  2. Create the routing options (phone user, call queue, or common area phones) for the low-level auto receptionists that do not route to another auto receptionist. 

Creating an IVR menu with your routing options

After creating your routing options, you can assign them to an IVR menu:

  1. Navigate to Phone System ManagementAuto Receptionists.
  2. Click Add.
  3. 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. The operator will be the first option (0 key) in the IVR menu. You can change the operator later on.
  4. Click Save.
  5. Change the auto receptionist settings as needed.
  6. Next to Route to, click Edit.
  7. 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. The IVR's audio prompt plays after the auto receptionists's greeting prompt. 
    • 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.
  8. Click OK.
  9. Repeat the steps above to create additional routing options and IVR menus for each branch of your IVR system.

Creating an IVR menu that routes to an auto receptionist

After creating the lower-level auto receptionists, you need to create an IVR menu to route to the auto receptionist you previously created:

  1. Navigate to Phone System ManagementAuto Receptionists.
  2. Click Add.
  3. 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. The operator will be the first option (0 key) in the IVR menu. You can change the operator later on.
  4. Click Save.
  5. Change the auto receptionist settings as needed.
  6. Next to Route to, click Edit.
  7. In the Route to drop-down menu, select interactive voice response (IVR).
  8. Select Forward to Auto Receptionist, enter the name of an auto receptionist you created to search, then select it. Repeat this step for all low-level auto receptionists you created.

Viewing an Auto Receptionist's Voicemail Inbox

Note: To allow callers to leave messages in the auto receptionist's voicemail, change the Business Hours or Closed Hours setting to route to the current extension's voicemail.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Auto Receptionists.
  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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