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Setting up general IVR settings in the RingCentral
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Interactive voice response (IVR) is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. It then performs actions based on the answers of the caller through the telephone keypad or their voice response.
Using the RingCentral mobile app, admins can:
- Set general navigation keys.
- Connect callers to an extension or disconnect them if callers enter no action after the prompt plays three times.
- Manage the flow of incoming calls when callers dial 0.
Note: Admins can configure general IVR settings using the RingCentral mobile or desktop app.
Configuring General IVR settings
1. Depending on which device you’re on:
a. For Android devices, tap your profile menu at the top left.
b. For iOS devices, tap your profile photo at the top left.
2. Tap Admin tools.
3. Tap Phone system > Auto-receptionist > General IVR Settings.
General IVR Settings
- General navigation keys: Tap and select option for the following keypad prompts: Press # and Press *.
- If the caller enters no action after the prompt is played three times: Select between Disconnect or Connect to Extension.
- Zero dialing: For callers who dial zero after listening the extension greeting, select where they are connected to. Options are: Connect to Top Level Menu, Do Nothing, or Connect to Extension.
Note: Tap Validate Menus if your IVR settings contain one or more misconfigurations, and the missing prompts will be listed. These include routing calls to non-existent destinations, references to missing prompt files, or transferring to international numbers while international calling is disabled.
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