Ensuring our customers stay informed during emergencies is a crucial advantage of RingCentral. Clear, timely communication is essential, especially when direct response isn't possible. To handle incoming calls effectively in these situations, we employ two reliable methods that keep customers in the loop. Explore how these strategies can help maintain seamless communication during critical times:

1. Set up an Announcement-only extension

An Announcement-Only Extension allows you to play a recorded message to callers without giving them the option to leave a voicemail or speak to someone directly. This is ideal for providing important updates, like changes in operating hours or emergency instructions, without requiring a live response.

Step-by-step Guide:

1. Log in as an admin to the RingCentral Admin Portal.
2. Navigate to Phone System > Groups > Announcement-Only Extensions.
3. Click the New Announcement-Only Extension button.

4. Select a Site (for multi-site accounts) and enter the Extension Name, Extension Number, and your Email address.

5. Click Save.

When to Use an Announcement-Only Extension:

• During severe weather conditions, power outages, or natural disasters when you need to provide detailed information quickly but don't want to manage live calls or voicemails.
• To inform callers of alternative ways to reach your team (e.g., via email or a specific hotline).

2.  Set up a Message-only extension

A Message-Only Extension allows callers to leave a voicemail after hearing a brief message. This is perfect for businesses that need to gather customer feedback or callback requests during emergencies but can't answer calls immediately.

Step-by-step Guide:

1. Sign in to the Admin Portal.
2. From the Quick Access homepage, click Manage Groups under Groups, and then click Message-Only Extensions. Alternatively, you can navigate to Phone System > Groups > Message-Only Extensions.
3. Click the New Message-Only Extension button.

4. Select a Site (for multi-site accounts), enter the Extension Name, Extension Number, and your Email address.
5. Click Save.

When to Use a Message-Only Extension:

• When you need to ensure no calls are missed during emergencies, but you still want to provide an option for customers to leave a voicemail.
• Ideal for situations when your team is unavailable but plans to respond later, such as during unexpected closures or evacuations.

Setting up either an Announcement-Only Extension or a Message-Only Extension in RingCentral can help you manage customer calls efficiently during emergencies. The Announcement-Only extension provides crucial information without any need for interaction, while the Message-Only extension allows customers to leave a voicemail, giving you flexibility in how you respond.

By preparing these extensions in advance, you can ensure a smooth and professional communication strategy during any emergency.

Stay Safe

In times of emergency, the safety of your team and customers is the top priority. While handling communications is important, we encourage everyone to stay informed, follow emergency protocols, and look out for each other. Stay safe and take care.

For more detailed instructions or support, visit the RingCentral Support Resources or reach out to our team at Community.Support@RingCentral.com.