Set Up Company Call Handling and Operator Extension

March 15, 2021
Article : 003634

This article will guide Administrators on how to configure your Company Call Handling settings in the Rainbow Office online account.

The Auto-Receptionist controls what callers hear when they dial your company number during regular or after hours. You can play a greeting which is a great way to position your company and describe your phone tree.

Configure Company Call Handling settings

1. Log in to your Rainbow Office online account

2. Navigate to Phone System > Auto-Receptionist > General Settings

3. Click IVR Settings. Company Call Handling appears

4. Under Business Hours and After Hours, select one of the following:

Company Greeting: Sends the call to company greeting. Callers may hear options where they want to be connected to

User Extension: Sends the call to a User extension

Call Queue Group: Sends the call to a Call Queue Group

Shared Line: Sends the call to a Shared Line

Voicemail: Sends the call to a Message-only Extension

Announcement: Sends the call to an Announcement-only Extension

Limited Extension: Sends the call to a Limited Extension

 

Company Greeting

1. Click Edit under Play company greeting. The Company Hours Greeting window will appear.

2. For Set Greeting, select:

Default: Plays the system default greeting.

Custom: Plays your custom recording. Select one of the following to record your greeting:

Phone

Computer Microphone

Importing

Note: If you’ve set a custom greeting before, and want to record or upload a new one, click the red record button to configure

3. Under If Caller Enters no Action, select Connect to operator or Disconnect

4. Click Done


  
5. Scroll down and click Save

 

Configuring custom Company greeting

Phone: Choose a phone number from the dropdown menu if you have saved numbers or select Enter a new number and type the phone number in the Call me at field. Click the Call Now button and Rainbow Office will call you to record your greeting.

Computer Microphone: Click Allow if Rainbow Office asks to use your microphone. The Microphone Test and Record settings will appear. When ready, click the red record button to record your greeting through your computer microphone. Stop the recording and listen to the playback. Click the arrow up to upload your recording.

Importing: Browse for a WAV or MP3 file you want to use. Click Open.

 

Sending calls to User extension

1. Click Add under User Extension.

 

2. Search or browse for the User that you’d like to send calls to when your company number is dialed

3. Select the User, then click Done

  
4. Scroll down and click Save

 

Sending calls to Call Queue group

1. Click Add under Call Queue Group

2. Search or browse for the Call Queue group that you’d like to send calls to when your company number is dialed

3. Select the Call Queue group, then click Done

4. Click Save

 

Sending calls to Shared Line

1. Click Add under Shared Line

2. Search or browse for the Shared Line that you’d like to send calls to when your company number is dialed

3. Select the Shared Line, then click Done

4. Click Save

 

Sending calls to Voicemail

1. Click Add under Message-Only Extension

2. Search or browse for the Message-only extension that you’d like to send calls to when your company number is dialed

3. Select the Message-only extension, then click Done

4. Click Save

 

Sending calls to Announcement-only extension

1. Click Add under Announcement-Only Extension

2. Search or browse for the Announcement-only extension that you’d like to send calls to when your company number is dialed

3. Select the Announcement-only extension, then click Done

4. Click Save

 

Sending calls to Limited extension

1. Click Add under Limited Extension

2. Search or browse for the Limited extension that you’d like to send calls to when your company number is dialed

3. Select the Limited extension, then click Done

4. Click Save

 

Configuring Company’s Operator extension

The Operator Extension is the extension set up to receive calls and messages into the main company number. Callers can reach the Operator Extension by pressing 0 while the company greeting plays. You can assign a User extension or a different extension as the Operator extension.

1. Log in as an admin to your Rainbow Office online account

2. Navigate to Phone System > Auto-Receptionist > General Settings

3. Click IVR Settings

4. Scroll down to General IVR Settings, then click Select Extension under Operator Extension

5. Search or browse for the extension that you’d like to set as your operator

6. Select the extension, then click Done

7. Click Save

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