Company Call Handling: How to setup 2nd company with it's own phone number and auto-attendant?

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We currently have a 2-line system, so we're obviously a small company. But later this year we will be launching a second business that is completely separate. The new business needs its own phone number (and eventually its own phone system) so I've already added an additional number to our RingCentral account. This will be the main number for the new company and we plan to spin it out into a separate RingCentral account in the future.

The problem is that this new company/phone number needs its own auto-attendant. The new auto-attendant will be something like "Hello, you have reached x company. Press 1 for tech support. Press 2 for sales and all other inquiries." Those calls will be routed to our two existing phone lines.

Unfortunately, I don't see how to create a new auto-attendant to answer the new phone number. I've read a little about something called multi-level auto-attendant, but we don't want multiple levels - each of our main (company) numbers have to be answered separately.

Any suggestions for how to accomplish this?
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Robert Stoeber, Champion

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Posted 3 years ago

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J.B. Ferguson, Champion

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Robert,

I do this with my system. My wife has a part-time business and I use a multi-level IVR to handle both our businesses within the same account. I use Advanced Calling Rules for both business's numbers.

When they dial my business (the main number is an 866 #) the Advanced Calling Rule goes to x1000 which is the main IVR landing extension for my business. If they dial my wife's business (an 855#) the Advanced Calling Rule goes to x2000 which is the main IVR landing extension for her business. I use extensions in the 1000 range for my business and the 2000 range for my wife's business. This helps keep the IVR system easy to read.

Then in both cases the caller chooses which selection they want to go to Sales, Billing, Support, etc. It works extremely well for us. Our main numbers happen to be toll-free numbers but it would work equally well with local numbers as well.
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J.B. Ferguson, Champion

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Robert,

Just as a followup on my post above...
In my business scenario with the multi-level IVR, the x1000 is simply an instructional greeting extension which advises them which key to press to get to a certain department.
Pressing 1 for Sales will take them to my x1100 (which is my Sales Call Queue)
Pressing 2 for Support will take them to the 1200 series of extensions:
   1201 RingCentral support (I am a RingCentral Partner)
   1202 Backup Services support
   1203 Software Support
Pressing 3 for Customer Service will take them to x1300, which is my Customer Service extension for billing, account information and anything other than Sales and Support.

In my wife's business scenario with the multi-level IVR the x2000 performs a similar protocol as mine above except she only needs Sales (2100) and Customer Service (2200).

If you have any questions regarding either of my posts, let me know and I can help you further with your situation.
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Robert Stoeber, Champion

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Hi Jan,

Thank you for the information. I was able to add a new phone number to my system, and I found the "Advanced Call Handling" for the Auto-Receptionist where I can record custom greetings for our two main numbers.

Now when I call the two "main" company numbers I get the appropriate custom messages. However, I can't figure out how to make the "press 1 for sales, press 2 for tech support" work. The instructions (online help) uses that exact example and says that you simply record the custom messages, but there's no information about how to make the button press do something.

Here is one document (article # 3674) describing how to set up the Auto-Receptionist:

http://success.ringcentral.com/knowledge/TOCArticleRendererPkb.apexp?id=kA280000000GrX1&pubstatu...

Note how the examples look like exactly what I want, and they call it a single-level IVR menu. Unfortunately, the links provided for further help are not helpful.

After that I found article # 6560 which does describe how to "add key press assignments to an IVR menu" which is exactly what I need:

http://success.ringcentral.com/knowledge/TOCArticleRendererPkb.apexp?id=kA280000000GvlU&pubstatu...

Unfortunately, my Admin Portal doesn't offer the pictured options at all.

I'm sure this is possible, as you indicate, and the first help article I list above confirms that a single-level IVR menu is possible. But after a lot of searching I can't find instructions to complete this configuration. Can you point me at the help article that I'm missing?
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J.B. Ferguson, Champion

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Robert,

You don't indicate which RingCentral account plan you have. Multi-level IVR is available on the Office Premium and Office Enterprise plans. My guess is that you have the Office Standard plan if you don't see any possibility to use thew multi-level IVR.

Contact your sales rep to inquire which plan you have and whether you should upgrade to a plan that has the needed functionality for you.
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Robert Stoeber, Champion

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Jan,

That would be correct. My Service Plan says "RingCentral Office 2 line" but everything I've read so far indicates that I don't need to upgrade, and spend more money, because I don't need "multi-level IVR."

The RC help articles themselves talk about the difference between single-level and multi-level IVR.

So, it looks to me like the single-level IVR is included in the basic plan that I have. The problem is that I can't find a help article explaining how to configure it.
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J.B. Ferguson, Champion

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Essentially, you simply set up the company greeting which will include the "Press 1 for Sales, Press 2 for Support, etc." and then those must correspond with current extensions. All you are doing with Single-Level IVR is telling the caller which extension number to press to get where they want. You can also do that in the Advanced Calling Rules. You can only use those extensions you have defined however.

If you want "1" to be for Sales, your sales extension must be extension #1. If you only want them to use single digits, you only have 0 through 9. Otherwise you can say, "Enter 35 for XYZ company, Enter 40 for ABC company, etc.). You just have to make certain that you have that extension defined.

Here ya go for additional info...
http://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/How-to-access-the-advanced-call-h...
(Edited)
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Robert Stoeber, Champion

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OH. I see. Sorry I'm so dense. I didn't realize that "press 1 for sales" was simply referring to an existing extension #1.

I had assumed there was something different about a "menu" for the auto-attendant. 

Now that I know what I'm looking for I should be able to make it work. Thanks very much for being patient with me.
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J.B. Ferguson, Champion

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You're very welcome. We were all new at this at one time or another.
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Brian Sherman

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You should be able to accomplish this by adding an advanced routing rule for the new phone number. Based on that number being dialed you can route the call directly to an IVR group, which will behave like an auto attendant.

Biggest issue with this option is the dial by name directory, which would include all users.