AI voice agents for your RingCentral phone line

Stays the same in RingCentral

• Your RingCentral numbers, users, and extensions
• Business-hours calls ringing your team first
• Your work hours schedule and call queues
• Which calls forward, set by you in Call handling

What IrisAgent adds

• A voice agent that answers from your knowledge base and past tickets
• Procedures for lookups, refund checks, and ticket creation
• Human handoff to the RingCentral number you choose
• Recordings and transcripts in Activity, Conversations

Get your IrisAgent number

From the IrisAgent team.

1. The IrisAgent team turns on Voice AI and provisions a phone number for you.
2. In Voice AI settings, click Start Conversation to test the agent in your browser before you route any calls.

Forward missed or after-hours calls

In the RingCentral app, desktop or web.

1. Go to Settings in the left-hand navigation bar and select Phone.
2. Scroll down to Call handling and click Edit.
3. Choose Work or After hours settings. For after-hours coverage, pick After hours.
4. Under Missed calls, choose Forward to external number and enter the IrisAgent number.
5. Click Save.
6. If your work hours are set to 24/7, After hours uses the same settings. Click Edit Schedule to set real work hours first.

Optional: set it for a user as an admin

In the RingCentral Admin Portal, for a shared support extension or another user.

1. In the Admin Portal, click the Users tab and select the user from Users with Extensions.
2. Click Phone, then Incoming call rules.
3. If the user has a custom schedule, open Incoming calls under My work day and choose Work hours or After hours.
4. In If no one answers, select Forward the call and enter the IrisAgent number.

Turn on human handoff

In IrisAgent Voice AI settings.

1. In Voice AI settings, open the Call transfer tab.
2. Turn on Human handoff.
3. Enter the Transfer phone number in international format, such as a RingCentral call queue or a direct agent number.
4. Optional: enter an Extension (up to 10 digits), dialed after the destination answers.
5. Enter the Message before transfer. Default: "I'll connect you with a human agent now."
6. Click Save transfer settings. Never use a number that forwards back to IrisAgent, or the call will loop.

Test it

Place a real phone call. A browser test does not check the phone route.

1. Call your RingCentral number from an outside phone, in the hours you forwarded, and let it go unanswered.
2. Confirm you hear the IrisAgent Voice AI greeting.
3. Ask a few common questions and check the answers.
4. Trigger your handoff condition (for example, ask for a person) and confirm the destination rings.
5. Review the call in Activity > Conversations.