What are VIP callers?
You can mark specific phone numbers as VIPs and define how their calls are handled differently from normal callers.
Adding a VIP caller
- Open your desk and go to Caller rules
- On the VIP callers tab, click Add VIP caller
- Enter the phone number and choose an action
VIP actions
| Action | What happens |
|---|---|
| Skip IVR | Caller bypasses the keypad menu and goes straight to the AI |
| Priority | Ring-through fires with double the normal timeout before AI answers |
| Direct | Call is forwarded straight to your ring-through number, bypassing the AI entirely |
Example use cases
- Your landlord or supplier calls: use Skip IVR so they don't have to navigate menus
- Your best client: use Priority so you have extra time to answer before the AI kicks in
- Your accountant: use Direct so they always reach you personally
If your number forwards to RingDesk
This feature dials a phone to reach you, so it needs a line that isn't the one you forward to us - a line that forwards to RingDesk can't be rung back by RingDesk, because the call diverts straight back. Point it at a different phone (a second mobile, a landline, a colleague), or see Why RingDesk can't call your forwarded number back for the three ways to set this up.
Related articles
- Callback requests - Transferring calls to the right person (departments) - Call exceptions: bypass or block specific numbers and area codes - Warm transfers to your team - Setting up an IVR keypad menu (Press 1 for Sales, Press 2 for...)