15-Mar-2021
Article :003634

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

This article describes the steps to set up your Company Call Handling and the Operator Extension. 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.

1. Log in to the Rainbow Office online account as an administrator

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

3. Click IVR Settings

4. Configure your Company Call Handling Settings

5. Set your Company's Operator Extension

Configure your Company Call Handling Settings

NOTE: The options below will only appear when the call handling setting is set to Single Level IVR mode.

Click Edit under the Company Greeting. You have two (2) options: 

Play company greeting

This option is enabled by default. When Play company greeting is enabled, callers will hear either the default company greeting or your recorded company greeting. Choose if the rule will be applied to your Company Hours or After Hours, select Play company greeting, and then click Done.

Bypass greeting to go to extension

When you select this option, the caller will be directed to the extension that you selected, let's say a department. Choose if the rule will be applied to your Company Hours or After Hours, click Connect directly to extension, and then choose the extension where you want the calls to be routed, and then click Save.

NOTE: When you select this option, the Company Greeting will be bypassed and the rules of the extension where the calls were routed will be applied. 

Set your Company's Operator Extension

The Operator Extension is an extension that is set up to receive all calls and messages that comes into 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: 

1. Below General IVR Settings, click Select Extension

2. Operator Extension displays the list of extensions and departments in your Rainbow Office 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

3. Click Done

4. Click Save to save your 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

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Tags - Rainbow Office, Administration, Call Handling, Company, Operator

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