Setting Up Company Call Handling and Operator Extension | BT Cloud Work

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.

Configuring Company Call Handling settings

1. Log in to your BT Cloud Work portal
2. Navigate to Phone system > Auto-Receptionist > General settings
3. Click IVR settings
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4. Under Business hours and After hours, select one of the following:
   • Company greeting: Sends the call to company greeting. Callers may hear options where they want to be connected to
   • User Extension: Sends the call to a User extension
   • Call Queue Group: Sends the call to a Call Queue Group
   • Shared line: Sends the call to a Shared Line
   • Voicemail: Sends the call to a Message-only Extension
   • Announcement: Sends the call to an Announcement-only Extension

Configuring Company greeting

1. Click Edit under Play company greeting. The Company Hours Greeting window will appear.
2. For Set Greeting, select:
   • Default: Plays the system default greeting.
   • Custom: Plays your custom recording. Select one of the following to record your greeting:
     • Phone
     • Computer Microphone
     • Importing
   • Note: If you’ve set a custom greeting before, and want to record or upload a new one, click the red record button to configure
3. Under If Caller Enters no Action, select Connect to operator or Disconnect
4. Click Done
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5. Scroll down and click Save

Configuring custom Company greeting

• Phone: Choose a phone number from the dropdown menu if you have saved numbers or select Enter a new number and type the phone number in the Call me at field. Click the Call Now button and BT Cloud Work will call you to record your greeting.
• Computer microphone: Click Allow if BT Cloud Work asks to use your microphone. The Microphone Test and Record settings will appear. When ready, click the red record button to record your greeting through your computer microphone. Stop the recording and listen to the playback. Click the arrow up to upload your recording.
• Importing: Browse for a WAV or MP3 file you want to use. Click Open.
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Sending calls to User extension

1. Click Add or Edit under User Extension.
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2. Search or browse for the User that you’d like to send calls to when your company number is dialed
3. Select the User, then click Done
4. Scroll down and click Save

Sending calls to Call Queue group

1. Click Add under Call Queue Group
2. Search or browse for the Call Queue group that you’d like to send calls to when your company number is dialed
3. Select the Call Queue group, then click Done
4. Click Save

Sending calls to Shared Line

1. Click Add under Shared Line
2. Search or browse for the Shared Line that you’d like to send calls to when your company number is dialed
3. Select the Shared Line, then click Done
4. Click Save

Sending calls to Voicemail

1. Click Add under Message-Only Extension
2. Search or browse for the Message-only extension that you’d like to send calls to when your company number is dialed
3. Select the Message-only extension, then click Done
4. Click Save

Sending calls to Announcement-only extension

1. Click Add under Announcement-Only Extension
2. Search or browse for the Announcement-only extension that you’d like to send calls to when your company number is dialed
3. Select the Announcement-only extension, then click Done
4. Click Save

Sending calls to Limited extension

1. Click Add under Limited Extension
2. Search or browse for the Limited extension that you’d like to send calls to when your company number is dialed
3. Select the Limited extension, then click Done
4. Click Save

Configuring Company’s Operator extension

The Operator Extension is the extension set up to receive calls and messages into the main company number. Callers can reach the Operator Extension by pressing 0 while the company greeting plays. You can assign a User extension or a different extension as the Operator extension.

1. Log in as an admin to your BT Cloud Work portal
2. Navigate to Phone system > Auto-Receptionist > General settings
3. Click IVR Settings
4. Scroll down to General IVR settings, then click Select extension under Operator extension
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5. Search or browse for the extension that you’d like to set as your operator
6. Select the extension, then click Done
7. Click Save