Answering rules allows how to define how calls are handled during a set time. For example, a rule can be set to to simultaneously ring all of the user's devices, forward to another colleague or system extension (Auto Attendant, call group, etc.), or forward directly to voicemail. Combined with Time Frames, different call flows can be set to run at different schedules.
Navigating to Answering Rules
At the top of the Web App, click Answering Rules:
Adding/Editing an Answering Rule
- To Add an Answering Rule, click on Add Rule
- To Edit a Rule, click on the pencil icon next to the Answering Rule
A window will pop up to edit/configure the Answering Rule
- Select the Time Frame you want the Answering Rule to follow
- Do Not Disturb will send calls directly to an extension's voicemail.
- Call Screening prompts the caller to announce their name. The system then plays the recording for you, allowing you to decide whether or not to accept the call.
- Call Forwarding Always redirects all calls to another destination. Calls can be forwarded to other users, their voicemail, auto attendants, call queues, or external (off-net) numbers.
- Call Forwarding On Active redirects all calls when the user is on an active call. This would be used in instances where users want to turn off call waiting.
- Call Forwarding When Busy redirects calls to another destination when you're already on a call. You can forward calls to other users, their voicemail, auto attendants, call queues, or external (off-net) numbers. This function only works when Just Ring User's Extension is selected.
- Call Forwarding When Unanswered allows the system to redirect calls to another destination if the user doesn't answer. By default, unanswered calls are sent to voicemail. However, you can also forward calls to other users, their voicemail, auto attendants, call queues, or external (off-net) numbers.
- Call Forwarding When Offline allows you to redirect all incoming calls to an alternative destination when your phone is offline (e.g., powered off, shut down, or unregistered). You have the flexibility to forward calls to other users, directly to voicemail, auto attendants, call queues, or external (off-net) numbers.
Simultaneous Ring enables incoming calls to ring on multiple devices at once. By default, each extension is linked to a single device, which the system rings automatically.
- Simultaneous Ring - Ring All User's Phones allows incoming calls to ring on multiple devices simultaneously. By default, each extension is linked to a single device, which the system rings automatically. However, if you have additional devices (e.g., home office phone, softphone), you can customize this behavior to ring all devices.
- Simultaneous Ring- Answer confirmation for off-net numbers enables incoming calls to ring multiple devices simultaneously. By default, each extension is associated with a single device, which the system rings automatically. However, you can modify this setting to include an external (off-net) number. When forwarding to an off-net number, you will be prompted to "accept" the call to prevent the external recipient from taking control of the call. This feature is particularly useful for cell phones, ensuring that your personal voicemail does not intercept the call. This option is typically used in conjunction with the next feature.
- Simultaneous Ring - Off-net Numbers enables incoming calls to ring multiple devices simultaneously. By default, each extension is linked to a single device, which the system rings automatically. However, you can adjust this setting to include an external (off-net) number, such as a cell phone or answering service. Additionally, you have the option to set a delay before ringing the off-net number. The delay can be set in 5 second increments.
This option eliminates all other options in the Answering Rule and just rings the user's extension. This sets the system to only ring the default phone (i.e., your primary desk phone) and not any additional devices (i.e., mobile/desktop soft phone, additional programmed desk phones).