Ruby Frequently Asked Questions

We are delighted to answer any of your questions about how Ruby can delight you and win you business! Here are some of our frequently asked questions for your quick reference.

What's the difference between an answering service and a virtual receptionist service?
What's the difference between an answering service and a virtual receptionist service?

Answering services are often easily recognizable as a “service.” They perform only the simplest tasks, such as forwarding messages, and can be impersonal. A virtual receptionist, on the other hand, sounds as if she’s right in your office, transferring calls live and relaying vital information to callers.

Who is answering my phone?
Who is answering my phone?
The receptionists at Ruby are the best in the business. We hire exceptional service professionals who delight in making others happy, then give them training and technology tools to handle your calls with the perfect mix of friendliness and professionalism.
Where are you located?
Where are you located?
All of our bright virtual receptionists work out of our offices in Portland, Oregon.
What can my receptionists do?
What can my receptionists do?
Ruby is the only virtual receptionist service dedicated to creating real, meaningful connections with your callers. Your receptionist team at Ruby can answer and connect calls, take messages, screen for solicitors, return calls on your behalf, answer common caller questions, and gather basic caller information. It’s like having a full-time, onsite receptionist at a fraction of the cost.
Do you answer all my calls live?
Do you answer all my calls live?
Yes! Every call that rings during our business hours (Monday-Friday 5:00am-9:00pm Pacific or 8:00am-12:00am Eastern and 6:00am-6:00pm on weekends or 9:00am-9:00pm Eastern) is answered live by one of our cheerful receptionists. Outside of those hours, we provide a number of automated options, for which there is no charge.
Can I keep my phone number?
Can I keep my phone number?
Absolutely! You may simply forward your existing phone number to us all the time, part of the time, or on a delayed basis.
What if I don’t have a phone number—will you provide me with one?
What if I don’t have a phone number—will you provide me with one?
Certainly! We assign each customer a number that you are free to publish and take with you at the end of service. You can select a number in the area code of your choice (depending on availability).
How do you transfer a caller to me?
How do you transfer a caller to me?

Below is a typical example of call-handling for our virtual receptionists:

  • The call is answered live by a virtual receptionist with your custom greeting.
  • After asking the caller’s name, the receptionist briefly places the caller on hold.
  • The receptionist contacts the customer and asks whether he or she wishes to accept the call.
  • If accepted, the call is transferred immediately.
  • If declined, the receptionist either connects the call to voicemail or takes a written message and promptly emails it to the customer.

*Please note: We are happy to adapt our call-handling to your unique business, including only taking messages, collecting specific information from callers, trying multiple lines, and more.

Can you transfer calls to my cell phone or to my home?
Can you transfer calls to my cell phone or to my home?
Our virtual receptionists can transfer calls to any phone number you wish (other than the one forwarded to Ruby), whether it’s an office line, home line, or cell phone. Many customers give us multiple phone numbers so that we have a variety of ways to reach them.
How do you know if I’m available to take calls?
How do you know if I’m available to take calls?
You can update your status as frequently as you like! For example, you can request to have calls transferred to your cell phone, calls held for an allotted amount of time, or detailed information relayed to your callers. Update your status with our mobile app or Member Services site—or just email us or give us a ring!
What happens when I’m unavailable to take calls?
What happens when I’m unavailable to take calls?
When you’re unavailable, our virtual receptionists can take a message, transfer to voicemail, or offer the caller the choice between the two—whichever you prefer!
How do I receive my messages?
How do I receive my messages?
You may choose to have your messages emailed or texted to you, or both, and messages are always available in our mobile app and Member Services site. If you’ve opted to use a Ruby voicemail box, voicemail messages will be emailed to you in an attached .wav file. Alternatively, if you already have voicemail at your office or on your mobile phone, we can often transfer there.
Do you offer service in Spanish?
Do you offer service in Spanish?
We certainly do! Spanish bilingual service is included with every account at no additional cost. Whether Spanish-speaking callers are common or occasional to your business, we provide customizable options free of charge to ensure exceptional experiences for your Spanish and English-speaking callers. Give us a call to learn more!
What if I don’t want Spanish service?
What if I don’t want Spanish service?
No problem! We’ll set up your account the way you want it—our service is always tailored to your needs.
What is a “receptionist minute”?
What is a “receptionist minute”?

We only charge for the time that the receptionist is involved in the call; there are no charges per transfer, per message, or for the time that you talk to your caller.

What happens if I go over the minutes on my plan?
What happens if I go over the minutes on my plan?
Additional minutes are simply prorated. You’re welcome to change your plan at any time.
Can I monitor my usage?
Can I monitor my usage?
Absolutely! Our mobile app and Member Services site feature an up-to-the-minute record of your monthly usage, so you can easily track your receptionist minutes.
Can I adjust my billing plan at any time?
Can I adjust my billing plan at any time?
Our Customer Happiness team is happy to adjust your billing plan for you at any time—just give us a call, send us an email, or use our handy mobile app to let us know!
How do I forward my lines?
How do I forward my lines?

For most businesses, it’s as simple as dialing a code from your office phone! Our Customer Happiness team will gladly walk you through the process.

Can you make outgoing calls on my behalf?
Can you make outgoing calls on my behalf?
We certainly can! Our virtual receptionists are happy to place calls to relay information or confirm appointments on your behalf.
I have more than one business. Can they share an account?
I have more than one business. Can they share an account?

You bet! For a small fee, your businesses can share a pool of minutes.

Where do you provide service?
Where do you provide service?
Anywhere in the United States, Canada, and the Caribbean.
Do I need to sign a long-term contract?
Do I need to sign a long-term contract?
No way! At Ruby, we take pride in earning your business month after month by delivering exceptional service. To cancel, simply give us 30-days notice.
Can I test drive the service before I sign up?
Can I test drive the service before I sign up?

Absolutely! With Experience Ruby, you can hear what it’s like to have our talented receptionists answer a live call for your business. Click here to give it a whirl!

How can I get started?
How can I get started?
Simply complete the online service agreement to get started. A friendly member of our team will contact you to get up and running!