Does anyone have experience with Ring Central phone system and their AI secretary?
I am looking for a way to streamline calls being directed to their correct departments without me having to answer and forward the calls myself.
Katy, the department-routing piece works best when you map the decision to the caller's intent, not to a menu tree. Set up separate inbound queues for each department and have the AI secretary ask one qualifying question up front — something like "are you calling about scheduling, billing, or a service issue?" — then route to that queue's extension. Anything that doesn't match drops to a catch-all that leaves a detailed voicemail and fires a notification to your office inbox.
Two adjustments that kept it from turning into a robotic experience: shorten the greeting so callers hear a real name within the first two seconds, and let the AI confirm the right department before it transfers so the person on the other end isn't guessing. Review a handful of call recordings each week at first; you'll quickly spot which prompt is making people hang up and can tighten it.
We do yes. You can program this into the system. Ask the customer what they are calling for and direct them to that person.
The handoff matters more than the greeting. I’ve lived the 7 a.m. voicemail pile, and the setup only helped when it captured the reason for the call, urgency, service area, and best callback window—then created a task or booking request instead of leaving a message someone had to reconstruct.
I’d separate routing from booking. Let the system handle overflow and nights first, keep a human fallback for anything nuanced, and review a few transcripts each week. Measure missed calls and next-day admin for a couple of weeks before expanding. If it can’t reliably capture the basics, it’s just a nicer voicemail
