As part of the deployment process for Iris, Iris will need to be set as a destination for calls. 

Different businesses can have very differing call flows to meet their unique needs. It is recommended to review how your business' calls route before deciding how Iris should be implemented.

Method 1: As a Destination for Calls During a Specific Time

Some companies may prefer that Iris only be used during a specific time, such as their business hours or times they are busy (e.g., meetings, lunches, etc.). This can be done by adjusting the answering rules of a user or Inbound Routing User.

1. Navigate to the Users page.
   
2. Use the search bar to find the user that receives calls from your main phone number.
   

   Quick Tip: For a whole business or a specific site/location, an Inbound Routing User is usually the first destination for calls to a phone number. This routing user's sole purpose is to handle the time-of-day routing of the business/site. 

   To review your phone numbers and check their destination for calls, go to the Inventory page.

   

    
3. Click the Edit icon next to the user and select Answering Rules.
   
4. Click the Edit icon next to the answering rule of a specific time frame where Iris should handle calls.
   
5. In Call Forwarding section of the Edit menu, select User - 40000 (Iris AI Assistant) for the Always box.
   
6. Click the Save button.
7. Repeat steps 4-6 for any other answering rules that need to be updated.
8. Place a test call to your phone number during the time Iris is active to confirm calls are routing as intended.

Method 2: For Unanswered Calls from a Call Queue

Some business may prefer to have an AI Agent used as a last resort for when all of their team members are busy. To do this, Iris can be set as a queue's destination for unanswered calls. 

1. Navigate to the Call Queues page.
   
2. Click the name of the queue or the Edit icon next to the queue needing adjustment.
   
3. Go to the In Queue Options tab.
   
4. Adjust the following to set Iris as the destination for unanswered calls:
   • Queue Ring Timeout (sec) - If needed, use the slider to adjust how long agents in the queue should ring (in seconds) before a call is counted as unanswered.
   • If unanswered - Make sure Forward to destination is selected.
   • Forward Destination - Type and select User - 40000 (Iris AI Assistant).
     
5. Click the Save button.
6. If needed, repeat steps 2-5 for any other call queues needing this change.
7. Place a test call to the queue and have your team not answer your call to check that your unanswered call routes to Iris.

Method 3: As the Destination of an Auto Attendant

If you have an existing auto attendant that you would like to still use as a greeting or to give callers specific options before they interact with Iris, you can set Iris as a Dial Pad Menu option. 

To set Iris as the destination for calls when a specific option is selected in an auto attendant, do the following:

1. Navigate to the Auto Attendants page.
   
2. Click the name of the auto attendant used during the afterhours.
   
3. In the Dial Pad Menu section, click the number that callers should press to reach Iris. 
   
4. Update the Menu Prompt of the auto attendant to ensure it mentions that the caller can follow an option to interact with an AI Assistant. 
   To do so, click the Edit icon in the Menu Prompt section.
   
5. In the Manage Audio menu, adjust the greeting to mention that callers can press an option to speak with Iris.
   
   

   Quick Tip: If you would like the auto attendant to send callers to Iris without the caller needing to press a button, you can say “please stay on the line” instead.

    
6. Click the Save button.
7. In the Choose a new application section, select User. 
   
8. In the Choose the user box, type “Iris” or “40000” and select the 40000 (Iris AI Assistant) user.
   
9. Click the Save button.
10. To have the auto attendant send callers to Iris automatically, click the Options button.
11. In the Options menu, adjust these two options based off preference:
    
    • If no key is pressed - If the caller should be sent directly to Iris if they caller does not press any keys.
    • If unassigned key is pressed - If the caller should be sent to Iris if they press any key that is not set to send callers to a destination. 
      

      Quick Tip: This option may get set to send callers to Iris anyways if Iris will be the only option for the auto attendant and as a backup, just in case the caller is confused and not sure what to press.

       
12. Click the Done button and click the Save button again. 

Method 4: As the Only Destination for a Phone Number

If you are not concerned with your business needing time-of-day routing, you can set a phone number you own to solely route calls to Iris. 

1. Navigate to the Inventory page of the web portal to view your list of phone numbers.
   
2. Click the phone number or the Edit icon next to the phone number that needs adjustment.
   
3. in the Edit menu, adjust the following to set Iris as the phone number's destination for calls.
   • Treatment - Select User.
   • User - Type and select 40000 (Iris AI Assistant). 
   • Notes - If needed, add any special notes about this phone number. 
     
4. Click the Save button.
5. If needed, repeat steps 2-4 for any other phone numbers needing this change. 
6. Place a test call to the phone numbers that were changed to confirm that Iris is in use.