Most customer support teams live and die by how quickly they answer the phone. If calls get stuck in limbo—or bounce between the wrong people—everyone loses. Automating call routing sounds like a magic fix, but there’s a right and wrong way to do it. If you’re using Ringcentral, you’ve got plenty of options, but it’s easy to get lost in menus and jargon.
This guide is for anyone in customer support who’s tired of playing human switchboard. We’ll walk through how to set up automated call routing in Ringcentral, what actually works, and what you can skip.
Why Automate Call Routing in the First Place?
Let’s keep it simple:
- Faster responses: Customers don’t wait on hold as long.
- Fewer headaches: Agents aren’t stuck transferring calls all day.
- Happier customers: They get to the right person on the first try.
Manual call routing is a time suck. And “just hire more people” isn’t a real solution. Automating the process saves time, reduces mistakes, and makes life easier for everyone.
Step 1: Know Your Call Flows Before You Touch the Tech
Before you even log in to Ringcentral, map out what you want to happen when someone calls. Trust me, you don’t want to start clicking around without a plan.
Ask yourself: - What are the main reasons customers call us? - Do we have different teams for sales, support, billing, etc.? - Are there VIP customers who need special treatment? - What happens after hours?
Quick tip: Grab a piece of paper and sketch out your ideal call flow. Who should get the call first? What if they’re unavailable? Where does the call go after that?
If you skip this, you’ll end up with a confusing mess that nobody understands. Don’t.
Step 2: Get Familiar With Ringcentral’s Routing Options
Ringcentral isn’t just one big “forward call” button. Here’s what you can actually use:
Auto-Receptionist (Virtual Receptionist)
- What it does: Answers calls and gives callers a menu (“Press 1 for support, 2 for sales…”).
- When to use: If you have different departments or want to filter calls before a human answers.
IVR (Interactive Voice Response)
- What it does: Lets callers use voice or keypad to route themselves (“Say ‘support’ or press 1…”).
- When to use: For more complex call flows, after-hours routing, or to cut down on spam.
Call Queues
- What it does: Holds calls in line and distributes them to specific groups (“All agents are busy, please hold…”).
- When to use: For support teams, so calls go to the next available agent instead of one person.
Direct Routing Rules
- What it does: Set up rules for specific numbers, times, or caller types (“Send VIP calls straight to Sarah”).
- When to use: To handle exceptions or important callers.
What to ignore: Fancy AI auto-attendants that promise to “transform the customer experience” often just annoy people. Stick to clear menus and real humans when possible.
Step 3: Set Up Your Auto-Receptionist
- Log in to Ringcentral Admin Portal.
- Head to Phone System > Auto-Receptionist.
- Click IVR Settings.
Here’s where you’ll build the basic menu.
- Add menu options for each department or team (“Press 1 for Support, 2 for Billing…”).
- Link each option to a call queue, user, or extension.
- Record a simple greeting. Don’t overthink it—just tell people what to do.
Pro tip: Keep menus short. No one wants to hear “press 7 for more options.” Three or four choices is plenty.
Step 4: Build Call Queues for Your Support Team
- Still in the Admin Portal, go to Groups > Call Queues.
- Click Add Call Queue.
- Name the queue (“Support Team”).
- Add the right agents to the queue.
Distribution options: - Simultaneous: All agents’ phones ring at once. Fastest, but can be chaotic. - Round Robin: Rings agents one at a time, spreading calls evenly. - Linear: Rings in a fixed order (not recommended unless you have a good reason).
Set business hours for the queue. Decide what happens after hours (voicemail, forward to on-call, etc.).
Pro tip: Start with Round Robin unless you have a small team that likes chaos.
Step 5: Fine-Tune Your Routing Rules
Now you can get a bit smarter:
- VIP handling: Set up rules so important clients skip the line.
- Language routing: If you serve multiple languages, route based on the caller’s choice.
- Time-based routing: Send after-hours calls to a different queue, on-call agent, or a simple voicemail that sets expectations.
How to set a custom rule: 1. Go to Phone System > Auto-Receptionist > General Settings > Custom Rules. 2. Add a rule for the scenario you need (e.g., “If caller ID is X, route to Y”). 3. Test it. Don’t trust that it works—actually call in and try it.
Don’t overcomplicate: Every exception you add is another thing that can break. Start simple.
Step 6: Record Greetings and Instructions That Don’t Suck
People hang up if the menu is confusing, robotic, or just too long.
Tips: - Use a real human voice, not a robot. - Get to the point. “Thanks for calling. Press 1 for support, 2 for billing.” - Update your greetings if your hours or teams change.
Pro tip: Call your own number and listen. If you’re annoyed, your customers will be too.
Step 7: Test Everything (And Get Feedback)
This is the part everyone skips—and regrets later.
- Call in from a few different phones.
- Try every menu option and scenario (during business hours, after hours, etc.).
- Ask a few team members or even friends to try it and give honest feedback.
What tends to break: - Calls getting stuck in a loop. - Wrong people getting calls. - Voicemails not being checked.
Catch this now, before your customers do.
Step 8: Monitor, Adjust, and Keep It Simple
Once you’re live, keep an eye on how things are going.
- Use Ringcentral’s call analytics to spot bottlenecks. If you see a ton of missed calls, something’s wrong.
- Listen to voicemails and call recordings (if you’re allowed). Are customers confused?
- Update your call flows when your team or business changes.
Ignore: Shiny new features that promise “AI-powered call routing” until you’ve nailed the basics. Automation is great, but real-world problems are usually solved by keeping things clear and simple.
A Few Real-World Lessons
- Start simple. The more complicated your routing, the more likely it’ll break.
- Ask your team. They’ll know where calls are getting stuck or who’s drowning in calls.
- Iterate. It’s never “done.” Your call flows will change as your business does.
If you’re overwhelmed, do the basics first: one menu, one queue, and clear instructions. You can always add bells and whistles later—after you’ve seen what actually works for your team and your customers.