Comprehensive Phone Number & IVR Routing Report in Analytics
Problem:
Right now, there’s no quick way to audit where all our phone numbers (DIDs) actually route. Admins have to click into every single number or Auto-Receptionist individually to see if it leads to a User, Call Queue, Shared Line, or nested IVR menu. During audits, line changes, or troubleshooting, this manual process takes hours and creates huge risks of missed calls or dead ends.
Proposed Solution:
Add a centralized, exportable Phone Number Routing Report under RingCentral Analytics (or Company Numbers) that displays:
Phone Number & Label: The dialed DID or Toll-Free number.
Primary Endpoint Type & Name: Direct view of whether it routes to a User, Call Queue, Shared Line Group, or Auto-Receptionist / IVR.
Multi-Level IVR Mapping: Downstream visibility showing key-press paths and child IVR menus tied to specific entry numbers.
Filters & Export: Ability to filter by Site or Target Type and export the full routing matrix to CSV/Excel.
Why it Matters:
This will save admins hours of manual overhead, eliminate dead-end routes during system updates, and provide a clear governance audit trail for complex call flows.
Ahmad
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