# Setting up RingCentral IVR menus and call handling

Systems: RingCentral RingEX

For RingEX account administrators who build or rebuild an auto-receptionist in the Admin Portal and want each change verified.

Canonical: https://warmtransfer.net/guides/ringcentral-ivr-setup

Last verified: 2026-10-02

RingEX company call handling has a Business Hours rule, an After Hours rule and optional custom rules, and those rules can send calls to destinations that include an IVR menu, a call queue, voicemail (message-only) and an announcement (announcement-only)[^5][^4]. A RingCentral IVR menu is bound to an IVR prompt and governs which options callers are offered, and its keys can route callers to any extension, a voicemail, an external number or the Dial-By-Name Directory[^15][^21][^22].

## Before you start

- Managing company call handling in RingEX requires an admin with Auto Receptionist permissions in the Phone System[^28].
- Creating and managing IVR menus in the Admin Portal requires Phone System permissions[^18].
- Creating a call queue through the API needs the EditAccounts permission[^36].
- Single-site RingEX accounts can manage company call handling in the RingCentral apps and the Admin Portal, while multi-site accounts must use the Admin Portal[^24].
- RingCentral's call handling and IVR articles give separate instructions for the new Admin Portal company settings layout and the classic view, so note which layout your tenant shows[^29].
- In RingEX release 26.3 (July 2026), company call handling settings were grouped under Company in the Admin Portal, consolidating what was previously split between Company Info and Auto-Receptionist[^25].
- WarmTransfer's reading of the sources is that Admin Portal paths starting Phone System > Auto-Receptionist are likely to differ in current tenants using the new layout, so treat every path in this guide as a label to look for[^27].
- Inventory each department that will get a call queue, because each queue is an extension with its own name and extension number[^38].
- Inventory the business hours you need, because the company After Hours rule applies outside the configured business hours[^1].
- If your account has multiple sites, inventory each site's hours, because each site has its own Business Hours, After Hours and custom rules for calls to the site's number[^49].
- Field reports suggest that enabling multi-site on an existing account wiped out one community member's IVR configuration[^12].
- RingCentral IVR configuration supports bulk changes through XML import and export, so keep an export of any existing configuration before you change it[^53].

See also [RingCentral call queues and IVR](https://warmtransfer.net/knowledge/ringcentral-call-queues).

## What changes by situation

- One company menu, or per-department menus? One company menu where each key goes straight to a queue, extension, voicemail or directory; A top-level menu whose keys lead to department submenus.
- Does the account use multiple sites? A single site with one company schedule and one set of company rules; Multi-site, with business hours and call handling rules per site.
- What should callers hear after hours? A separate after-hours IVR menu; Straight to voicemail (message-only); An announcement only, then the call ends.

## Step 1: Confirm permissions, portal layout and site model

### Do
Confirm that your admin role has Auto Receptionist permissions in the Phone System[^28]. Confirm that it also has the Phone System permissions that IVR menus require[^18]. Check whether the account is single-site or multi-site, because multi-site accounts must manage company call handling in the Admin Portal[^24]. Note whether you are on the new company settings layout or the classic view, because RingCentral's instructions differ between them[^29]. From release 26.3, look for company call handling under Company in the Admin Portal[^25].

### Verify
Suggested check: open the company call handling settings and the IVR menu list and confirm both load for your admin account.

## Step 2: Set business hours

**A single site with one company schedule and one set of company rules**

### Do
RingCentral instructs admins to set the company business hours schedule before managing company call handling settings[^2]. RingEX company business hours default to 24/7 and can be changed so different company call handling rules apply when the business is open and closed[^54]. Company business hours are set separately from each user's work schedule[^55]. Single-site accounts can set company business hours in the RingCentral app as well as the Admin Portal[^56]. Set the schedule to your opening hours, knowing that the After Hours rule applies outside them and does not apply when business hours are 24/7[^1].

### Verify
The company call handling view should show a Business Hours rule and an After Hours rule[^5]. RingEX adds an after-hours-rule only when company business hours are not set to 24/7[^57].

### Rollback
Suggested rollback: re-enter the previous schedule. The default company rules have ids business-hours-rule and after-hours-rule and cannot be deleted[^10].

**Multi-site, with business hours and call handling rules per site**

### Do
RingCentral instructs admins to set the company business hours schedule before managing company call handling settings[^2]. On multi-site accounts, company business hours can be set only in the Admin Portal[^56]. Set business hours for each site, because each site has its own Business Hours, After Hours and custom rules for calls to the site's number[^49]. Company business hours are set separately from each user's work schedule[^55].

### Verify
Suggested check: open each site and confirm that its Business Hours and After Hours rules reflect that site's local hours.

### Rollback
Suggested rollback: re-enter each site's previous schedule.

## Step 3: Create the call queues that will sit behind menu keys

### Do
Create one call queue per department, where each queue is an extension that groups user extensions to share incoming calls and has its own name and extension number[^38]. RingCentral's developer guide says admins create call queues in the portal under Phone System > Group(s) with New Call Queue, or through the extension API[^37]. Through the API, create the queue with POST /restapi/v1.0/account/~/extension and type Department[^36]. Add members in the portal or with POST.../call-queues/{groupId}/bulk-assign using addedExtensionIds[^43]. RingCentral's call queue guide describes Rotating, Simultaneous (up to 10 extensions) and Sequential distribution[^39]. The queue Business Hours rule lists the ringing modes Simultaneous, FixedOrder and Longest Idle[^45]. The RingEX call queue support article lists Longest Idle, Simultaneous and Fixed Order[^58]. A queue using Simultaneous distribution supports at most 10 members[^59]. Queues using Fixed Order or Longest Idle distribution support up to 100 members[^60][^61]. RingCentral documents a known issue (RC-58808) in which a queue cannot be set to Simultaneous because of a false overflow-queue-enabled alert, with the workaround of rebuilding the queue and moving the original extension number to it[^62].

### Verify
Call queue members can be listed with GET.../call-queues/{groupId}/members[^43]. Suggested check: dial each queue's extension directly and confirm that a member's phone rings.

### Rollback
Remove members with POST.../call-queues/{groupId}/bulk-assign using removedExtensionIds[^43]. Suggested rollback: delete a queue only after no menu key or rule points to it.

## Step 4: Set each queue's overflow and after-hours handling

### Do
Set the waiting limits: queue.maxCallers (queue capacity), queue.holdTime (maximum wait in seconds), queue.agentTimeout (ring time per member) and queue.wrapUpTime (post-call availability delay)[^46]. A RingEX call queue can hold at most 25 waiting callers[^63]. The maximum hold time in a RingEX call queue is 15 minutes[^64]. queue.agentTimeout is ignored when the queue uses Simultaneous ringing[^65]. When the queue is full, choose Announcement, Voicemail, TransferToExtension or UnconditionalForwarding[^40]. When the maximum wait time is reached, choose Voicemail, TransferToExtension or UnconditionalForwarding, as there is no Announcement option[^42][^66]. When no member answers, choose WaitPrimaryMembers, WaitPrimaryAndOverflowMembers, Voicemail, TransferToExtension or UnconditionalForwarding[^44]. Set the queue's own After Hours action to TakeMessageOnly, PlayAnnouncementOnly, TransferToExtension or UnconditionalForwarding[^35]. Optionally set standard or custom greetings for the introduction, hold music, waiting audio, wait-time announcements, unavailable message and voicemail on the queue's Business Hours rule[^41].

### Verify
Suggested check: read each queue's settings back and confirm that the full, maximum-wait and no-answer cases each have a destination.

### Rollback
Suggested rollback: restore the previous value of each setting you changed.

## Step 5: Build the prompts

### Do
For each menu, prepare the IVR prompt, which is the recorded greeting played to the caller[^19]. Configure each prompt as Audio (a pre-recorded prompt from the library) or Text-to-Speech (typed greeting text)[^30]. Upload recordings in MP3 or WAV format[^31]. Prompts can also be recorded from a computer microphone or by phone[^33]. To record by phone, press 1 to proceed, record the message and press # to finish[^32]. Pre-recorded prompts are kept in the account Prompts Library, which the UK how-to locates at Admin Portal > Phone System > Auto-Receptionist > Prompts Library[^34].

### Verify
Suggested check: play back each prompt and confirm it is the greeting you intend callers to hear.

### Rollback
Suggested rollback: delete or replace a prompt only after no menu uses it.

## Step 6: Set the IVR mode and create the menus

**One company menu where each key goes straight to a queue, extension, voicemail or directory**

### Do
RingCentral's multi-level IVR how-to directs admins to Admin Portal > Phone System > Auto-Receptionist > IVR Menus and New IVR Menu to add an IVR menu[^26]. Create one menu and bind it to its prompt, since the menu governs which options callers are offered and what each option does[^15]. Field reports suggest that in single-level mode a custom company rule, for example a holiday rule, could not send calls directly to an IVR menu[^14].

### Verify
Suggested check: confirm that the new menu appears in the menu list with its prompt attached.

### Rollback
Suggested rollback: delete the menu once no rule or key points to it.

**A top-level menu whose keys lead to department submenus**

### Do
Create the department submenus and the top-level menu, as RingCentral IVR supports nested menus and the vendor states there is virtually no limit to the number of layers[^17]. RingCentral's multi-level auto-attendant supports up to 250 voice menus and submenus per account[^16]. RingCentral's multi-level IVR how-to directs admins to Admin Portal > Phone System > Auto-Receptionist > IVR Menus and New IVR Menu to add an IVR menu[^26]. Field reports suggest that switching from single-level to multi-level IVR mode deleted existing custom company rules for one admin[^11]. Before switching, record your custom rules, which can be listed and read at /restapi/v1.0/account/~/answering-rule[^6]. Activate multi-level IVR by selecting Multi-level in the auto-receptionist general settings and then choosing the top-level menu[^23].

### Verify
Open the Visual IVR Editor, RingCentral's graphical editor for touch-tone call routing flows, and inspect the tree[^52]. Suggested check: confirm that every submenu is reachable from the top-level menu.

### Rollback
Suggested rollback: switch the mode back to single-level or select the previous top-level menu, then restore any custom rules you recorded.

## Step 7: Assign key presses

**One company menu where each key goes straight to a queue, extension, voicemail or directory**

### Do
On the single menu, map each key to a call queue, a user extension, a voicemail or an external number, since key presses can route to any extension, a voicemail or an external number[^21]. A call queue is itself an extension with its own extension number[^38]. A menu option can also connect callers to the Dial-By-Name Directory[^22]. RingCentral's how-to names the key press actions 'Connect to' for a department or extension and 'Transfer to the voicemail of' for an extension's voicemail[^20].

### Verify
Run the validation function in the RingCentral IVR tools, which helps identify misconfigurations[^51]. Suggested check: confirm that every key the prompt announces has a mapped action.

### Rollback
Suggested rollback: remove the key mapping or point it back to its previous target.

**A top-level menu whose keys lead to department submenus**

### Do
On the top-level menu, map each department key to that department's submenu, since a key can route to another IVR menu[^21]. On each submenu, map keys to queues, user extensions, voicemail or an external number[^21]. A menu option can also connect callers to the Dial-By-Name Directory[^22]. RingCentral's how-to names the key press actions 'Connect to' for a department or extension and 'Transfer to the voicemail of' for an extension's voicemail[^20].

### Verify
Run the validation function in the RingCentral IVR tools, which helps identify misconfigurations[^51]. Inspect the tree in the Visual IVR Editor[^52]. Suggested check: confirm that no branch ends without a destination.

### Rollback
For bulk reverts, re-import a saved XML export of the IVR configuration[^53]. Suggested rollback: remap or remove individual keys.

## Step 8: Point the business-hours rule at the menu

**A single site with one company schedule and one set of company rules**

### Do
Set the company Business Hours rule to route to the IVR menu (the top-level menu if you built a tree), since company rules can send calls to an IVR menu, a user extension, a call queue, voicemail, an announcement, a shared line, a limited extension or a site[^4]. Company call handling actions include Operator (greeting then the operator extension), Disconnect (greeting then hang up) and Bypass (skip the greeting and forward to a selected extension)[^3].

### Verify
WarmTransfer's reading of the sources is that verifying an IVR deployment needs test calls in every schedule window and against every custom-rule condition[^50]. Suggested check: call the main number during business hours and confirm that the menu prompt plays.

### Rollback
Suggested rollback: point the Business Hours rule back to its previous destination. The default business-hours-rule cannot be deleted[^10].

**Multi-site, with business hours and call handling rules per site**

### Do
For each site, set the site's Business Hours rule to that site's IVR menu, since site rules can route to IVR menus, user extensions, call queues, other sites, shared lines, limited extensions, voicemail or announcements[^48]. Set the company Business Hours rule as well, since company rules can send calls to an IVR menu or to a site[^4].

### Verify
WarmTransfer's reading of the sources is that verifying an IVR deployment needs test calls in every schedule window and against every custom-rule condition[^50]. Suggested check: call each site's number during that site's business hours and confirm that the correct menu plays.

### Rollback
Suggested rollback: point each site rule back to its previous destination.

## Step 9: Configure after-hours handling

**A separate after-hours IVR menu**

### Do
Build a separate after-hours IVR menu with its own prompt and key mappings[^15]. Set the company After Hours rule to that IVR menu[^4]. On multi-site accounts, set each site's After Hours rule as well, since each site has its own After Hours rule and site rules can route to IVR menus[^49][^48].

### Verify
WarmTransfer's reading of the sources is that verification needs test calls outside business hours, not only during them[^50]. Suggested check: call outside business hours and confirm that the after-hours menu plays.

### Rollback
Suggested rollback: point the After Hours rule back to its previous destination. The default after-hours-rule cannot be deleted[^10].

**Straight to voicemail (message-only)**

### Do
Set the company After Hours rule to voicemail (message-only)[^4]. On multi-site accounts, set each site's After Hours rule to voicemail (message-only) as well[^49][^48].

### Verify
WarmTransfer's reading of the sources is that verification needs test calls outside business hours, not only during them[^50]. Suggested check: call outside business hours, leave a test message and confirm that it arrives in the intended mailbox.

### Rollback
Suggested rollback: point the After Hours rule back to its previous destination. The default after-hours-rule cannot be deleted[^10].

**An announcement only, then the call ends**

### Do
Set the company After Hours rule to an announcement (announcement-only)[^4]. On multi-site accounts, set each site's After Hours rule to an announcement (announcement-only) as well[^49][^48].

### Verify
WarmTransfer's reading of the sources is that verification needs test calls outside business hours, not only during them[^50]. Suggested check: call outside business hours and confirm that the announcement plays and the call ends.

### Rollback
Suggested rollback: point the After Hours rule back to its previous destination. The default after-hours-rule cannot be deleted[^10].

## Step 10: Add custom rules for holidays and special numbers

**One company menu where each key goes straight to a queue, extension, voicemail or directory**

### Do
Create custom rules that match on callers, called numbers or schedules, including date ranges for holidays[^7]. Order them with the most specific rule first, because active custom rules are evaluated in order and the first match determines how the call is handled[^9]. A call made directly to a site is evaluated against the site's enabled custom rules before the site's Business Hours or After Hours rule[^47]. Custom rules can also be created with POST /restapi/v1.0/account/~/answering-rule[^6]. Field reports suggest that in single-level mode a custom rule could not send calls directly to an IVR menu, and a community moderator suggested an announcement with 3 to 5 seconds of silence as a workaround[^14]. If the rule will not accept an IVR menu, send it to an announcement, voicemail or call queue, which are valid company rule destinations[^4]. In the field, community members report that a second number can be assigned directly to its own IVR menu in single-site accounts, but that number then has no company schedule and runs 24x7 unless custom rules are used[^13].

### Verify
WarmTransfer's reading of the sources is that verification needs test calls against every custom-rule condition[^50]. Suggested check: call while each rule's condition is true and confirm that the rule's destination answers.

### Rollback
Suggested rollback: disable or delete the custom rule. If no custom rule matches, the call falls back to the Business Hours or After Hours rule according to the current date and time[^8].

**A top-level menu whose keys lead to department submenus**

### Do
Create custom rules that match on callers, called numbers or schedules, including date ranges for holidays[^7]. Point each rule at the right IVR menu or other company rule destination[^4]. Order them with the most specific rule first, because active custom rules are evaluated in order and the first match determines how the call is handled[^9]. A call made directly to a site is evaluated against the site's enabled custom rules before the site's Business Hours or After Hours rule[^47]. Custom rules can also be created with POST /restapi/v1.0/account/~/answering-rule[^6].

### Verify
WarmTransfer's reading of the sources is that verification needs test calls against every custom-rule condition[^50]. Suggested check: call while each rule's condition is true and confirm that the expected menu or destination answers.

### Rollback
Suggested rollback: disable or delete the custom rule. If no custom rule matches, the call falls back to the Business Hours or After Hours rule according to the current date and time[^8].

## Step 11: Validate and test end to end

### Do
Run the IVR validation function, which helps identify misconfigurations[^51]. WarmTransfer's reading of the sources is that you need test calls in every schedule window and against every custom-rule condition, not only during business hours[^50]. For each queue, let a test call go unanswered to exercise the no-answer action you chose from WaitPrimaryMembers, WaitPrimaryAndOverflowMembers, Voicemail, TransferToExtension or UnconditionalForwarding[^44].

### Verify
Suggested check: confirm that every key in every window reaches the destination you designed. Keep an XML export of the final configuration as your baseline for bulk changes[^53].

### Rollback
Re-import the pre-change XML export to revert in bulk[^53]. Suggested rollback: reverse the menu, key, business-hours, after-hours and custom-rule changes one at a time.

## Applicability

Applies to: RingCentral RingEX and RingCentral RingEX platform API. Deployments: multi-tenant. Sources checked 2026-10-02. Company call handling settings were grouped under Company in the Admin Portal in RingEX release 26.3 (July 2026)[^25]. The IVR menu path, multi-level activation step and key press action labels in this guide come from RingCentral's multi-level IVR how-to[^26][^23][^20]. The Prompts Library location comes from RingCentral's UK how-to[^34].

## What remains uncertain

- The exact Admin Portal paths in the new Company layout are not covered by the sources below.
- WarmTransfer's reading of the sources is that paths starting Phone System > Auto-Receptionist are likely to differ in current tenants[^27].
- The full list and exact labels of key press actions, including special keys such as *, # and 0, are not covered by the sources below.
- What happens when a caller presses nothing or an invalid key, and whether callers can dial an extension directly from the menu, is not covered by the sources below.
- Text-to-speech voices and languages are not covered by the sources below.
- Prompt file size and duration limits are not covered by the sources below.
- Field reports suggest single-level custom rules could not target an IVR menu[^14].
- Whether single-level custom rules can target an IVR menu in current releases is not covered by the sources below.
- Field reports suggest that switching IVR modes deleted custom rules and that enabling multi-site wiped an IVR configuration[^11][^12].
- Whether switching IVR modes or enabling multi-site still deletes existing configuration in current releases is not covered by the sources below.
- Which queue distribution labels a given portal shows is not covered by the sources below.
- Whether known issue RC-58808 has been fixed is not covered by the sources below.

## Sources

[^1]: The company After Hours rule applies outside the configured business hours, and does not apply when business hours are set to 24/7. Source: [ringcentral-api-docs: company-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/company-answering-rules.md), Rule types: After Hours rule. Checked 2026-10-02.
[^2]: RingCentral instructs admins to set the company business hours schedule before managing company call handling settings. Source: [Setting up company call handling in the RingCentral app and Admin Portal](https://support.ringcentral.com/article-v2/Configuring-company-call-handling.html?brand=RingCentral&product=RingEX&language=en_US), Prerequisite note before the setup instructions. Checked 2026-10-02.
[^3]: Company call handling actions include Operator (play greeting then forward to the operator extension), Disconnect (play greeting then hang up) and Bypass (skip greeting and forward to a selected extension). Source: [ringcentral-api-docs: company-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/company-answering-rules.md), Call handling actions table. Checked 2026-10-02.
[^4]: Company call handling rules can send calls to the company greeting, an IVR menu, a user extension, a call queue, voicemail (message-only), an announcement (announcement-only), a shared line, a limited extension or a site. Source: [ringcentral-api-docs: company-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/company-answering-rules.md), Routing destinations. Checked 2026-10-02.
[^5]: RingEX company call handling has a Business Hours rule, an After Hours rule and optional custom rules based on schedules and conditions. Source: [ringcentral-api-docs: company-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/company-answering-rules.md), Overview: rule types. Checked 2026-10-02.
[^6]: Custom company call handling rules are created with POST /restapi/v1.0/account/~/answering-rule and can be listed, read, updated and deleted at the same path. Source: [ringcentral-api-docs: company-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/company-answering-rules.md), API endpoints. Checked 2026-10-02.
[^7]: Custom company call handling rules can match on callers, called numbers, and schedules (weekday and time ranges, date ranges, or BusinessHours/AfterHours references). Source: [Company Call Handling Rules](https://developers.ringcentral.com/guide/voice/call-routing/manual/company-answering-rules), Rule conditions section. Checked 2026-10-02.
[^8]: If no custom company rule matches, the call falls back to the Business Hours or After Hours rule according to the current date and time. Source: [ringcentral-api-docs: company-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/company-answering-rules.md), Rule evaluation logic. Checked 2026-10-02.
[^9]: When several custom company rules are active they are evaluated in order and the first rule whose conditions match determines how the call is handled. Source: [ringcentral-api-docs: company-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/company-answering-rules.md), Rule evaluation logic. Checked 2026-10-02.
[^10]: The default company rules have ids business-hours-rule and after-hours-rule and cannot be deleted. Source: [ringcentral-api-docs: company-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/company-answering-rules.md), API endpoints: default rule ids. Checked 2026-10-02.
[^11]: An admin reported that switching from single-level to multi-level IVR mode would delete existing custom company rules (field report). Source: [Custom answering rules route to IVR?](https://community.ringcentral.com/ringex-phone-sms-fax-6/custom-answering-rules-route-to-ivr-1656), Asker's follow-up reply. Checked 2026-10-02.
[^12]: A community member reported that enabling multi-site on an existing account wiped out their IVR configuration (field report). Source: [TWO Different IVR for two numbers under one RC account](https://community.ringcentral.com/ringex-phone-sms-fax-6/two-different-ivr-for-two-numbers-under-one-rc-account-10178), Reply by non-staff member, 2024-12-10. Checked 2026-10-02.
[^13]: Community members report that a second company number can be assigned directly to its own IVR menu in single-site accounts, but that number then has no company schedule and runs 24x7 unless custom rules are used (field report). Source: [TWO Different IVR for two numbers under one RC account](https://community.ringcentral.com/ringex-phone-sms-fax-6/two-different-ivr-for-two-numbers-under-one-rc-account-10178), Accepted reply, 2024-12-10. Checked 2026-10-02.
[^14]: Admins have reported that in single-level IVR mode a custom (for example holiday) company rule could not send calls directly to an IVR menu, and a community moderator suggested an announcement with 3 to 5 seconds of silence as a workaround (field report). Source: [Custom answering rules route to IVR?](https://community.ringcentral.com/ringex-phone-sms-fax-6/custom-answering-rules-route-to-ivr-1656), Question and moderator reply, 2022-07-29. Checked 2026-10-02.
[^15]: A RingCentral IVR menu is bound to an IVR prompt and governs which options are offered to callers and what action each option takes. Source: [ringcentral-api-docs: docs/voice/call-routing/index.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/index.md), Call routing and IVR section. Checked 2026-10-02.
[^16]: RingCentral's multi-level auto-attendant supports up to 250 voice menus and submenus per account. Source: [Multi-Level Auto-Attendant Phone System with IVR](https://www.ringcentral.com/office/features/multi-level-auto-attendant/overview.html), Feature overview: menu count. Checked 2026-10-02.
[^17]: RingCentral IVR supports nested menus and the vendor states there is virtually no limit to the number of layers. Source: [Multi-Level Auto-Attendant Phone System with IVR](https://www.ringcentral.com/office/features/multi-level-auto-attendant/overview.html), Feature overview: nested menus. Checked 2026-10-02.
[^18]: Creating and managing IVR menus in the RingCentral Admin Portal requires Phone System permissions. Source: [Creating and managing IVR menus in the RingCentral Admin Portal](https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html?brand=RingCentral&product=RingEX&language=en_US), Permission requirement note at top of article. Checked 2026-10-02.
[^19]: In RingCentral call routing an IVR prompt is the recorded greeting played to the caller. Source: [ringcentral-api-docs: docs/voice/call-routing/index.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/index.md), Call routing and IVR section. Checked 2026-10-02.
[^20]: RingCentral's how-to names the key press actions 'Connect to' for routing to a department or extension and 'Transfer to the voicemail of' for sending callers to an extension's voicemail. Source: [What is Multi-level IVR? Multi level IVR Solution For Your Business](https://www.ringcentral.com/gb/en/multi-level-ivr.html), Key presses section. Checked 2026-10-02.
[^21]: RingCentral IVR key presses can route callers to any extension (including a user, a group or another IVR menu), to a voicemail, or to an external number. Source: [Multi-Level Auto-Attendant Phone System with IVR](https://www.ringcentral.com/office/features/multi-level-auto-attendant/overview.html), Feature overview: routing destinations. Checked 2026-10-02.
[^22]: A RingCentral IVR menu option can connect callers to the Dial-By-Name Directory. Source: [Multi-Level Auto-Attendant Phone System with IVR](https://www.ringcentral.com/office/features/multi-level-auto-attendant/overview.html), Feature overview: Dial-By-Name Directory. Checked 2026-10-02.
[^23]: Multi-level IVR is activated by selecting Multi-level in the auto-receptionist general settings and then choosing the top-level menu. Source: [What is Multi-level IVR? Multi level IVR Solution For Your Business](https://www.ringcentral.com/gb/en/multi-level-ivr.html), How to set up a multi-level IVR: activation step. Checked 2026-10-02.
[^24]: Single-site RingEX accounts can manage company call handling in the RingCentral apps and the Admin Portal, while multi-site accounts must use the Admin Portal. Source: [Setting up company call handling in the RingCentral app and Admin Portal](https://support.ringcentral.com/article-v2/Configuring-company-call-handling.html?brand=RingCentral&product=RingEX&language=en_US), Access locations section (single-site vs multi-site). Checked 2026-10-02.
[^25]: In RingEX release 26.3 (July 2026) company call handling settings were grouped under Company in the Admin Portal, consolidating what was previously split between Company Info and Auto-Receptionist. Source: [RingEX Core Release Notes](https://support.ringcentral.com/sg/en/release-notes/mvp/mvp-core.html), Version 26.3 (July 2026) entry on company call handling. Checked 2026-10-02.
[^26]: RingCentral's multi-level IVR how-to page directs admins to Admin Portal > Phone System > Auto-Receptionist > IVR Menus and New IVR Menu to add an IVR menu. Source: [What is Multi-level IVR? Multi level IVR Solution For Your Business](https://www.ringcentral.com/gb/en/multi-level-ivr.html), How to set up a multi-level IVR: add an IVR menu. Checked 2026-10-02.
[^27]: Because release 26.3 regrouped Auto-Receptionist settings under Company, Admin Portal paths that start Phone System > Auto-Receptionist are likely to differ in current tenants using the new layout (inferred). Source: [RingEX Core Release Notes](https://support.ringcentral.com/sg/en/release-notes/mvp/mvp-core.html), Version 26.3 (July 2026) entry, read against rc-uk-multi-level-ivr navigation. Checked 2026-10-02.
[^28]: Managing company call handling in RingEX requires an admin with Auto Receptionist permissions in the Phone System. Source: [Setting up company call handling in the RingCentral app and Admin Portal](https://support.ringcentral.com/article-v2/Configuring-company-call-handling.html?brand=RingCentral&product=RingEX&language=en_US), Introductory permission note. Checked 2026-10-02.
[^29]: RingCentral's call handling and IVR articles give separate instructions for the new Admin Portal company settings layout and the classic view. Source: [Creating and managing IVR menus in the RingCentral Admin Portal](https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html?brand=RingCentral&product=RingEX&language=en_US), Portal layout note ('Where will you be creating IVR menus?'). Checked 2026-10-02.
[^30]: A RingCentral IVR menu prompt is configured as either Audio (a pre-recorded prompt from the library) or Text-to-Speech (typed greeting text). Source: [What is Multi-level IVR? Multi level IVR Solution For Your Business](https://www.ringcentral.com/gb/en/multi-level-ivr.html), Customise your IVR audio prompts section. Checked 2026-10-02.
[^31]: RingCentral accepts uploaded IVR prompt recordings in MP3 or WAV format. Source: [Multi-Level Auto-Attendant Phone System with IVR](https://www.ringcentral.com/office/features/multi-level-auto-attendant/overview.html), Feature overview: prompt uploads. Checked 2026-10-02.
[^32]: When recording an IVR prompt by phone, the admin presses 1 to proceed, records the message and presses # to finish. Source: [What is Multi-level IVR? Multi level IVR Solution For Your Business](https://www.ringcentral.com/gb/en/multi-level-ivr.html), Recording prompts by phone. Checked 2026-10-02.
[^33]: IVR prompts can be recorded from a computer microphone or by phone, in addition to file upload and text-to-speech. Source: [Multi-Level Auto-Attendant Phone System with IVR](https://www.ringcentral.com/office/features/multi-level-auto-attendant/overview.html), Feature overview: prompt recording. Checked 2026-10-02.
[^34]: Pre-recorded IVR prompts are kept in an account Prompts Library, which the UK how-to locates at Admin Portal > Phone System > Auto-Receptionist > Prompts Library. Source: [What is Multi-level IVR? Multi level IVR Solution For Your Business](https://www.ringcentral.com/gb/en/multi-level-ivr.html), Prompts Library section. Checked 2026-10-02.
[^35]: A call queue's After Hours rule callHandlingAction can be TakeMessageOnly, PlayAnnouncementOnly, TransferToExtension or UnconditionalForwarding. Source: [ringcentral-api-docs: callqueue-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/callqueue-answering-rules.md), After Hours rule. Checked 2026-10-02.
[^36]: A call queue is created via the API with POST /restapi/v1.0/account/~/extension and type Department, which needs the EditAccounts permission. Source: [ringcentral-api-docs: call-queues.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/call-queues.md), Creating call queues: API. Checked 2026-10-02.
[^37]: RingCentral's developer guide says admins create call queues in the portal under Phone System > Group(s) with New Call Queue, or through the extension API. Source: [ringcentral-api-docs: call-queues.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/call-queues.md), Creating call queues. Checked 2026-10-02.
[^38]: A RingEX call queue is an extension that groups user extensions to share incoming calls, with its own name and extension number, and it can be assigned a direct phone number. Source: [ringcentral-api-docs: call-queues.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/call-queues.md), What they are. Checked 2026-10-02.
[^39]: RingCentral's call queue guide describes Rotating, Simultaneous (up to 10 extensions) and Sequential call distribution. Source: [ringcentral-api-docs: call-queues.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/call-queues.md), Call handling methods. Checked 2026-10-02.
[^40]: When a call queue is full the call can go to Announcement, Voicemail, TransferToExtension or UnconditionalForwarding. Source: [ringcentral-api-docs: callqueue-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/callqueue-answering-rules.md), Forwarding actions: queue full. Checked 2026-10-02.
[^41]: A call queue's Business Hours rule can use standard or custom greetings for the introduction, hold music, waiting audio, wait-time announcements, unavailable message and voicemail. Source: [ringcentral-api-docs: callqueue-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/callqueue-answering-rules.md), Business Hours rule: greeting options. Checked 2026-10-02.
[^42]: When a caller reaches the call queue's maximum wait time the call can go to Voicemail, TransferToExtension or UnconditionalForwarding. Source: [ringcentral-api-docs: callqueue-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/callqueue-answering-rules.md), Forwarding actions: maximum wait time. Checked 2026-10-02.
[^43]: Call queue members are listed with GET .../call-queues/{groupId}/members and changed with POST .../call-queues/{groupId}/bulk-assign using addedExtensionIds and removedExtensionIds. Source: [ringcentral-api-docs: call-queues.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/call-queues.md), Managing members. Checked 2026-10-02.
[^44]: When no call queue member answers, the options are WaitPrimaryMembers, WaitPrimaryAndOverflowMembers, Voicemail, TransferToExtension or UnconditionalForwarding. Source: [ringcentral-api-docs: callqueue-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/callqueue-answering-rules.md), Forwarding actions: no answer. Checked 2026-10-02.
[^45]: The call queue Business Hours rule's ringing modes are Simultaneous, FixedOrder and Longest Idle. Source: [ringcentral-api-docs: callqueue-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/callqueue-answering-rules.md), Business Hours rule: ringing modes. Checked 2026-10-02.
[^46]: Call queue waiting is controlled by queue.maxCallers (queue capacity), queue.holdTime (maximum wait in seconds), queue.agentTimeout (ring time per member) and queue.wrapUpTime (post-call availability delay). Source: [ringcentral-api-docs: callqueue-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/callqueue-answering-rules.md), Business Hours rule: waiting parameters. Checked 2026-10-02.
[^47]: A call made directly to a site is first evaluated against the site's enabled custom rules, then falls back to the site's Business Hours or After Hours rule. Source: [ringcentral-api-docs: site-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/site-answering-rules.md), Call routing evaluation. Checked 2026-10-02.
[^48]: Site call handling rules can route calls to IVR menus, user extensions, call queues, other sites, shared lines, limited extensions, voicemail (message-only) or announcements (announcement-only). Source: [ringcentral-api-docs: site-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/site-answering-rules.md), Available routing destinations. Checked 2026-10-02.
[^49]: Each RingEX site has its own Business Hours, After Hours and custom call handling rules for calls to the site's number, so branches can keep local business hours. Source: [ringcentral-api-docs: site-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/site-answering-rules.md), Core rule types. Checked 2026-10-02.
[^50]: Because routing depends on business hours, after hours and custom rules, verifying an IVR deployment needs test calls in every schedule window and against every custom-rule condition, not only during business hours (inferred). Source: [ringcentral-api-docs: company-answering-rules.md](https://github.com/ringcentral/ringcentral-api-docs/blob/main/docs/voice/call-routing/manual/company-answering-rules.md), Rule evaluation logic, read with rule types. Checked 2026-10-02.
[^51]: The RingCentral IVR tools include a validation function that helps identify misconfigurations. Source: [Multi-Level Auto-Attendant Phone System with IVR](https://www.ringcentral.com/office/features/multi-level-auto-attendant/overview.html), Feature overview: validation. Checked 2026-10-02.
[^52]: RingCentral provides a graphical Visual IVR Editor for building call routing flows driven by touch-tone key input. Source: [Multi-Level Auto-Attendant Phone System with IVR](https://www.ringcentral.com/office/features/multi-level-auto-attendant/overview.html), Feature overview: Visual IVR Editor. Checked 2026-10-02.
[^53]: RingCentral IVR configuration supports bulk changes through XML import and export. Source: [Multi-Level Auto-Attendant Phone System with IVR](https://www.ringcentral.com/office/features/multi-level-auto-attendant/overview.html), Feature overview: XML import/export. Checked 2026-10-02.
[^54]: RingEX company business hours default to 24/7 and can be changed so different company call handling rules apply when the business is open and closed. Source: [Setting your company business hours in the RingCentral app and Admin Portal](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US), introductory section. Checked 2026-09-25.
[^55]: RingEX company business hours are set separately from each user's work schedule. Source: [Setting your company business hours in the RingCentral app and Admin Portal](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US), introductory section. Checked 2026-09-25.
[^56]: On multi-site RingEX accounts, company business hours can be set only in the Admin Portal; single-site accounts can also use the RingCentral app. Source: [Setting your company business hours in the RingCentral app and Admin Portal](https://support.ringcentral.com/article-v2/Set-your-company-business-hours-in-the-RingCentral-apps-and-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US), access / where to configure section. Checked 2026-09-25.
[^57]: RingEX creates a company business-hours-rule by default and adds an after-hours-rule only when company business hours are not set to 24/7. Source: [Company Call Handling Rules](https://developers.ringcentral.com/guide/voice/call-routing/manual/company-answering-rules), default rules section. Checked 2026-09-25.
[^58]: The RingEX call queue support article lists three call distribution methods: Longest Idle, Simultaneous and Fixed Order. Source: [Intro to call queues in RingEX](https://support.ringcentral.com/article-v2/Call-Queue-Overview.html?brand=RC_US&product=RingEX&language=en_US), call distribution / ring type section. Checked 2026-09-25.
[^59]: A RingEX call queue using Simultaneous distribution supports at most 10 members. Source: [Intro to call queues in RingEX](https://support.ringcentral.com/article-v2/Call-Queue-Overview.html?brand=RC_US&product=RingEX&language=en_US), Simultaneous entry, member limit. Checked 2026-09-25.
[^60]: A RingEX call queue using Fixed Order distribution supports up to 100 members, and unanswered calls go to the next member on the list. Source: [Intro to call queues in RingEX](https://support.ringcentral.com/article-v2/Call-Queue-Overview.html?brand=RC_US&product=RingEX&language=en_US), Fixed Order entry. Checked 2026-09-25.
[^61]: A RingEX call queue using Longest Idle distribution supports up to 100 members. Source: [Intro to call queues in RingEX](https://support.ringcentral.com/article-v2/Call-Queue-Overview.html?brand=RC_US&product=RingEX&language=en_US), Longest Idle entry, member limit. Checked 2026-09-25.
[^62]: RingCentral documents a known issue (RC-58808) in which a call queue cannot be set to Simultaneous because of a false overflow-queue-enabled alert. The workaround is to rebuild the queue and move the original extension number to it. Source: [Unable to Set Call Queue to Simultaneous Ringing](https://support.ringcentral.com/article-v2/Unable-to-Set-Call-Queue-to-Simultaneous-Ringing.html?brand=RC_US&product=RingEX&language=en_US), Cause and Resolution sections. Checked 2026-09-25.
[^63]: A RingEX call queue can hold at most 25 waiting callers. Source: [Intro to call queues in RingEX](https://support.ringcentral.com/article-v2/Call-Queue-Overview.html?brand=RC_US&product=RingEX&language=en_US), queue limits section. Checked 2026-09-25.
[^64]: The maximum hold (wait) time in a RingEX call queue is 15 minutes. Source: [Intro to call queues in RingEX](https://support.ringcentral.com/article-v2/Call-Queue-Overview.html?brand=RC_US&product=RingEX&language=en_US), queue limits section. Checked 2026-09-25.
[^65]: The API field queue.agentTimeout is the number of rings before the next member is tried, and it is ignored when the queue uses Simultaneous ringing. Source: [Call Queue Call Handling](https://developers.ringcentral.com/guide/voice/call-routing/manual/callqueue-answering-rules), agentTimeout parameter description. Checked 2026-09-25.
[^66]: When a caller reaches the maximum queue wait time, the API field queue.holdTimeExpirationAction can be Voicemail, TransferToExtension or UnconditionalForwarding, with no Announcement option. Source: [Call Queue Call Handling](https://developers.ringcentral.com/guide/voice/call-routing/manual/callqueue-answering-rules), holdTimeExpirationAction parameter, allowed values. Checked 2026-09-25.