Answering Rules
Written by Marissa Orsini
Updated at July 22nd, 2024
Table of Contents
Scope
Intended Audience: All Users
This article explains answering rules and how they work in conjunction with time frames on users and phone numbers to accomplish call routing.
Requirements
- Basic User Access to Manager Portal or higher
NOTE: Basic Users may only modify their own answering rules. Site Managers and higher may modify answering rules for other users. - Existing Time Frames
Create Answering Rule
- Log in to the Manager Portal
- Navigate to Users
NOTE: Basic Users will navigate to Answering Rules and proceed to step 5.
- Click on the user to update
- Go to the Answering Rules tab
- Set the Ring for time. This is how long the user's extension will ring when called.
NOTE: 1 ring = 5 seconds. The standard time is 6 rings or 30 seconds.
Also when redirecting calls externally (to Off-Net), please take note that certain mobile carriers may not respond when ‘ring for’ timer is below 30-35 seconds. So it is advisable to adjust the 'ring for' timer to 35-45 seconds, this ensures the recipient of the call to respond or even reach to their voicemail. This also avoids the "you have entered an invalid destination number" prompt.
- To modify an existing rule, click the pencil icon next to it. To create a new rule, click Add Rule
- If creating a new rule, select a Time Frame
- Configure the options as desired according to the Answering Rule Options
- Click Save
- To sort the rule, click and drag over the arrow icons
- Click Save to Apply Changes
- The current rule will then appear with a blue Active tag beside it
Answering Rule Options
| Option | Description |
|---|---|
| Enabled | Checked by default. If unchecked, the rule will be ignored and will display a black Disabled tag |
| Do Not Disturb | Automatically sends calls to voicemail without ringing |
| Call Screening | Requires Callers to state their names before connecting. User is given the option to decline the call before answering |
| Call Forwarding: Always | Immediately forwards the call to the specified destination 24/7 NOTE: We do not support 'Forward Always' to International Destinations. |
| Call Forwarding: On Active | Forwards calls to the specified destination when the user is not on a call |
| Call Forwarding: When Busy | Forwards calls to the specified destination when the user is on a call NOTE: This feature is unavailable if simultaneous ring is enabled |
| Call Forwarding: When Unanswered | Forwards calls to the specified destination after the ring for time is met. If unused, calls will forward to voicemail |
| Call Forwarding: When Offline | Forwards calls to the specified destination if all devices are offline |
| Simultaneous Ring | Ring multiple extensions, devices, or phone numbers simultaneously |
| Include users extension | Chooses whether to include own extension in simultaneous ring |
| Ring all user's phones | Includes all registered devices belonging to the extensions specified. Otherwise, the user will have to note each device |
| Answer confirmation for offnet numbers | Requires cell phone numbers to press 1 if they answer to prevent calls going to offnet voicemail |
| Just ring user's extension | Rings only the device registered to the user's main phone |