Blocking or Limiting Extension Dialing from within Voicemail

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We have an account with multiple branch offices and a corporate HQ. We have an IVR set up for one location with a list of key prompts to route calls to different departments. We are running in to a problem when a customer gets in to an individual user's voicemail platform and attempts to dial "0" to get the operator. Right now, if the caller dials "0" they get the main operator at Corporate HQ, not the Operator at the local branch office. Is there a way to prevent callers from dialing any extension and being routed while in voicemail, or more specifically, is there a way to segment their options so that they cannot pick an extension outside of the branch office they are calling?
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Mark Price

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Posted 10 months ago

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Jan Ferguson, Champion

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Mark,

That is possible if you are using multi-level IVR.
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Mark Price

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Thanks, Jan. I've been told that. This is currently a single-level IVR and the site in question is the only branch out of the current 40 sites that has an IVR set up. I was told that if we wanted to switch to multi-level IVR we would have to re-do the whole account and all 40 sites. I've heard this would be a big undertaking so I'm looking for another way around...
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Jan Ferguson, Champion

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Mark,

Multi-level IVR is now available on all RingCentral Office plans (used to be only Premium and Ultimate). Having said this, it really should not be a big undertaking to switch to multi-level IVR, but not knowing how your calls are handled I can't tell you what it would take. I am a RIngCentral Partner and I have done this for several of my clients.

Back to your current situation, the following is copied from a Knowledge Based article. If you have the Operator Extension designated to go to someone at that particular location who may be available either at the office or via the mobile app, the call would always be answered by someone. From your description it sounds like it is simply being forwarded to someone at the main headquarters instead of someone at the branch. If you change the extension for the operator key, you should solve your problem.

Here is the reference I mentioned in the previous paragraph (along with the URL for accessing the entire Knowledge Based article). I hope this along with my previous paragraph solves your issue:

 The Operator ExtensionThe Operator Extension is an extension that is set up to receive all calls and messages that comes in to the Main Company Number. The Default Operator Extension is 0, however, you can assign another User or Extension as the Operator Extension. To configure your Company's Operator Extension, follow the steps below: 
 
Step 1: Log in as an Administrator to your RingCentral account.

Step 2: On the Admin Portal page, click Phone System.

User-added image

Step 3: Click Auto-Receptionist, and then click IVR Settings.

setup call handling - select IVR settings

Step 4: Under Operator Extension section of your account, you will be able to see the list of extensions and departments in your RingCentral account. Select the extension or department that will serve as the Operator, which will receive all the calls and messages when your Main Company Number is dialed. Click Done.

setup call handling - select operator

Click Save to save your settings.

setup call handling - save settings

NOTE: When zero "0" is pressed: 
 
When the caller is listening to the Company Greeting, pressing zero "0" connects the caller to the Operator Extension.

When the caller is listening to any extension's greeting, pressing zero "0" returns the caller to the Company Greeting.

When the caller is listening to any extension's greeting, pressing zero "0" twice connects the caller to the Operator Extension.


https://success.ringcentral.com/articles/RC_Knowledge_Article/How-to-access-the-advanced-call-handli...
(Edited)