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dougdockter avatar image
dougdockter asked jb-ferguson commented

IVR needed for this?

On an incoming call I'd like to present the caller with the below options:

Business hours
  Dial 0 - forward to a number
  Dial 1 - forward to a different number

After hours
  Dial 0 - forward to a different number than during business hours
  Dial 1 - forward to same number as during business hours

Do I need the IVR option to accomplish this? 
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jb-ferguson answered
RC-Supp,

To use "0" and "1" in both situations you would need IVR and a separate welcome message for both business and after-hours.

To make it much more simple, and you wouldn't need an IVR, if you are a small company, you could assign those numbers as extensions. If you want to forward the after-hours prompt to the same number as the business hours one, you could make both extension "0", and prompt it with "Press 0 for (whatever you wish... support for example)...Press 1 for sales."

Then for the different number in the after-hours scenario, give it a different extension (in this case, extension 1). Then in the welcome message, "Press 0 for support. Press 2 for emergency support."

In my analysis above, since the same number is being forwarded to in both business and after-hours situations, I used the same extension for it. I used an additional extension for the after-hours number that isn't the same.

If you have any questions regarding the above, let me know and I'll explain it in greater detail.
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dougdockter answered jb-ferguson commented
At present we only use RingCentral for faxing so I'm not very familiar with extensions.  Is there a charge for an extension?  I assume the extension could redirect a call to an external number which is what we would want to do?

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jb-ferguson avatar image jb-ferguson commented ·
Which RingCentral plan do you have? If it is a Fax plan, you will not have extensions. The RingCentral Professional plan does include extensions, as do all the RIngCentral Office plans.

Extensions are included at no additional cost in plans that contain extensions.

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