RingCentral Administrators User Group

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Managing Enterprise Account (IVR) Auto-Attendant Configurations

We've created a basic How-To setup arrangement if your IT Department maintains a large number of IVRs for various sites and departments.  

 

This setup requires a single dedicated phone line (for remote recordings submitted by sites) and associated email account for the routing detail submissions from sites. 

 

Setting your system this way provides for centralized management of the IVRs with very little assistance from the IT Department staff. 

 

Managing Multiple IVR configurations

We have 28 different geographical sites - each with at least one Main IVR (Auto-Attendant) and some sites have one in each department. This adds up to a lot of IVR's for our centralized IT Department to maintain.  This setup requires a single dedicated phone line (for remote recordings submitted by sites) and associated email account for the routing detail submissions from sites.  This is a dedicated line only used for clips and we know when a ticket comes through to check for the matching "clip" ---  Then our IT department just uploads the sound clip to the IVR prompt library on the webportal.

While this solution will not work best for all sizes of companies, it works well for Enterprise or multiple site business installs.

1. We have the Site Secretary submit their info via email with a written copy of the call routing.

2. We have the Site Secretary call the centralized phone number we have reserved for IVR management, and record a "voicemail" message to create the IVR Sound File.

3. (optional) Or if they prefer to use Text to Voice option - they specify that in the email to the centralized IT Services Department.

Download Sample Script and Routing Directions

 

Backup your IVR Files every time you update them on the Web.

Note: RingCentral does not guarantee backups of your IVR files, so we have found it best to back the files up by downloading them once they are in the IVR Sound Prompt library, and store each file in a central folder on our local server.

 

Each routing file and sound clip file is named after each site with the Sitee Address and Date and File Contentst, on a removable hard drive for a quick restoration if needed.

We use the naming convention for the sound files and for the routing files with location name and date and type of file - so they are easily deciphered in the IVR prompt library and in the back up drive.

backup naming convention image

 

 

 

 

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Last Updated: October 10, 2018

 

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