Does your phone system send routine calls straight to the right person or a recorded answer?

A short phone menu and direct numbers mean the front desk only handles calls that really need a person. Most business phone systems include this.

How to automate it

How to automate “answer and route phone calls”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today and, for AI fixes, a prompt to copy.

90 min

typically, every day

45%

of the time can be automated

Some setup

to set up

Fix 1 of 2

Software featureBest fix

Set up an auto attendant and direct numbers for common calls

A short phone menu and direct-dial numbers send routine calls straight to the right person or a recorded answer, so the front desk handles only the calls that need a person.

Typically saves about 40% of the time2 h to set up

1Track a week of calls: who called and where they needed to go.
2Set up a short menu (3 or 4 options) in RingCentral, Zoom Phone, Teams Phone, Dialpad or 8x8.
3Give direct numbers to the people who get the most calls.
4Record answers to the top questions (hours, address, parking).

Tools: RingCentral · Zoom Phone · Microsoft Teams Phone · Dialpad · 8x8

Fix 2 of 2

Use an AI receptionist for after-hours and overflow calls

AI phone agents in RingCentral, Dialpad or services like Smith.ai and Goodcall answer routine questions, take messages and book appointments when the desk is busy. Set clear limits and an easy way to reach a person.

Typically saves about 35% of the time2 h to set up

1Pick where it helps: after hours, lunch cover, or overflow when lines are busy.
2Choose a tool: RingCentral AI Receptionist, Dialpad, Smith.ai (AI plus human backup) or Goodcall.
3Write its script and FAQ with the prompt below.
4Always offer "press 0 or say 'person'" and review call logs weekly.

Prompt to copy

Write a phone script and FAQ for an AI receptionist at [COMPANY], a [TYPE OF BUSINESS] at [ADDRESS]. Hours: [HOURS]. It should: greet callers, answer these questions [LIST TOP 10 QUESTIONS WITH ANSWERS], take a message with name, number and reason, and transfer to [NAME/NUMBER] for [URGENT SITUATIONS]. It must never give prices, legal, medical or account-specific information, and must offer a person whenever asked.

Tools: RingCentral AI Receptionist · Dialpad · Smith.ai · Goodcall · ChatGPT, Claude, Gemini or Microsoft Copilot

Quick wins

Have you tried…

Does your phone system send routine calls straight to the right person or a recorded answer?: A short phone menu and direct numbers mean the front desk only handles calls that really need a person. Most business phone systems include this.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Receptionist / front desk

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