Summary
Your answering rules control what happens when someone calls your phone. You can forward calls or have multiple phones ring simultaneously, and you can control the time frame for which these happen. Each answering rule must have a time frame associate with it — this tells your phone system when to use the answering rule.
Examples of common answering rules include:
- Automatically forward all incoming calls directly to your personal cell phone during non-business hours.
- Simultaneously ring your cell phone and your office phone so you never miss a call.
- Automatically send all incoming calls to a receptionist if you do not answer.
Instructions
1. Create a time frames
Log in to the User Portal and navigate to the time frames menu. From there, click the “Add Time Frame” button to create a new time frame.
2. Configure time frame
Give your time frame a name and choose when you want it to be applied. The Portal gives you the option to select one of three types of time frames:
- Always
- Certain days of the week and times (Example: Saturdays and Sundays from 8AM to 5PM)
- Specific dates or ranges (Example: 12/24/2013 – 12/26/2013)
When you are finished, click save.
Example: Certain days of the week and times
Example: Specific dates and time. (Scenario: Holiday off)
3. Confirm time frame
After you save your time frame, you will see a green confirmation note on the top of your screen. Your will also see it in the list of available time frames.
4. Add answering rule
Navigate to the answering rules menu and click “Add Rule”
5. Configure answering rule
Select the time frame you wish to use (most of the time this will be the one you just created).
You have many call forwarding options that you can apply. In most cases, you will forward calls to either a 10-digit phone number, an extension within your domain (a “User”) or the voicemail of a specific user. The table below describes the different types of call forwarding:
| Field | Description |
|---|---|
| Do not disturb | This will enable the do not disturb (DND) feature, which will prevent you from receiving calls and send all callers directly to your voicemail. |
| Call screening | This will prompt the caller to record his/her name. You will be notified of the caller’s name and will have the option to answer, send the call to voicemail or reject the call. |
| Always | Forward automatically. Your phone will not ring. |
| When busy | Forward only when you are on the phone. |
| When unanswered | Forward instead of going to your voicemail. Your phone rings until the timeout is reached and then the call is forwarded. |
| When offline | Forward when your phone is turned off or has no internet connection. |
| Simultaneous ring | Ring multiple phones at the same time when a call comes in. You can specify other extensions and phone numbers, regardless of whether or not they are in your office (example: simultaneously ring your office phone, your home phone and your cell phone). |
Click save when done.
5. Confirm answering rule
Your new answering rule will be added to your list. The rule that is currently being used will say “Active” by the name. You can drag and drop answering rules to reorder them.
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