Can you have a live person answer first and if not available goes to auto receptionist?

[KLEA]

We want to have incoming calls answered live.  If no one is available to take the call then it goes into the auto receptionist.  Is this possible with Zoom phone?

[FORE-Craig · Accepted solution]

Hi @KLEA 

What you would like is absolutely possible!

The Auto Receptionist is really the entry point for calls in the Zoom Phone system for a multi-person organization.

If you have just one Main Company Number, you assign it to the Auto Receptionist.

In the Profile of the Auto Receptionist you set up the routing of calls for Business Hours, Closed Hours and Holiday Hours. So, if you want the Zoom app or desk phones of everyone (or a subset of people) to ring, you Route the calls to what is called a Call Queue. You can also disable the Greeting Prompt.

The Call Queue is set up separately, and there you indicate who the User members are, and how you want their Zoom app or desk phones to ring (all at once, or one then another, rotating, etc.).

For the Call Queue you specify what you would like to do when no one answers the call (voicemail, an automated menu of user or department names, etc aka IVR, route to a specific number/extension, etc.).

A good place to start is the Getting Started with Zoom Phone (admin) support article:

https://zoom.us/pbx/page/telephone/auto-receptionists#/auto-receptionists?page_number=1&page_size=15

and /or

Auto Receptionist and Call Queues in the Zoom Learning Center:

https://learning.zoom.us/learn/course/external/view/elearning/92/auto-receptionist-and-call-queues

I hope that helps!

[FORE-Craig · Accepted solution]

Hi @KLEA 

You're very welcome! Only one number is called the Main Company Number, but you can certainly set up a secondary Auto Receptionist with a different phone number assigned to it, and configure it with completely different routing options. If you have two numbers and you want the same routing  to happen on both numbers, you can just add the secondary phone number to the Main Auto Receptionist. Does that make sense? 

[FORE-Craig · Accepted solution]

Hi @KLEA 

What you would like is absolutely possible!

The Auto Receptionist is really the entry point for calls in the Zoom Phone system for a multi-person organization.

If you have just one Main Company Number, you assign it to the Auto Receptionist.

In the Profile of the Auto Receptionist you set up the routing of calls for Business Hours, Closed Hours and Holiday Hours. So, if you want the Zoom app or desk phones of everyone (or a subset of people) to ring, you Route the calls to what is called a Call Queue. You can also disable the Greeting Prompt.

The Call Queue is set up separately, and there you indicate who the User members are, and how you want their Zoom app or desk phones to ring (all at once, or one then another, rotating, etc.).

For the Call Queue you specify what you would like to do when no one answers the call (voicemail, an automated menu of user or department names, etc aka IVR, route to a specific number/extension, etc.).

A good place to start is the Getting Started with Zoom Phone (admin) support article:

https://zoom.us/pbx/page/telephone/auto-receptionists#/auto-receptionists?page_number=1&page_size=15

and /or

Auto Receptionist and Call Queues in the Zoom Learning Center:

https://learning.zoom.us/learn/course/external/view/elearning/92/auto-receptionist-and-call-queues

I hope that helps!

[KLEA]

Thanks FORE-Craig.  Would this work with 2 main company numbers?

[FORE-Craig · Accepted solution]

Hi @KLEA 

You're very welcome! Only one number is called the Main Company Number, but you can certainly set up a secondary Auto Receptionist with a different phone number assigned to it, and configure it with completely different routing options. If you have two numbers and you want the same routing  to happen on both numbers, you can just add the secondary phone number to the Main Auto Receptionist. Does that make sense? 

[KLEA]

Thanks again Craig.  Will give it a try.

[FORE-Craig]

You're most welcome!

[enielsen · Accepted solution]

The other option is to have the calls go to a given user extension, then have unanswered calls go to an Auto Receptionist via the call handling on the extension.

[KLEA]

Hi enielsen.

Will give that a try if the other options do not work.  Thanks.