11/03/18 00:26 AM  

Shared Lines - Set up Advanced Call Handling Rules | RingCentral

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SummaryAs an Account administrator, how do I add a custom call handling rule for a Shared Lines group?
Details

The Shared Lines feature allows calls made to one phone number to be answered by up to 16 phones as a designated group. Multiple groups of shared lines can be set up. Answered calls can easily be handed off to other phones sharing the same phone number.
 

Advanced Settings


Multi-condition advanced call handling rules offer powerful call management capabilities using conditions based on date and/or time of the day, incoming caller ID, and called number. When a condition is met, the call gets forwarded to a phone number or set of phone numbers or gets routed to a voicemail.

The advanced call handling rule helps calls routed to the Shared Lines group 

IMPORTANT: Carefully test the call flows based on the rules set to ensure that calls will be handled as expected.

How Advanced Call Handling Works - Diagram
 
IMPORTANT: Only Super Admins, User Admins, and Users with User Admin access can set up advanced call handling rules for a Shared Lines group. See User Roles and Permissions for more information.
 
The Administrator should log in to the RingCentral Online account and go to the Phone System > Groups > Shared Lines section on the Admin Portal.
 
The Administrator should log in to the RingCentral Online account and go to the Phone System > Groups > Shared Lines section on the Admin Portal.

See Setting Up Call Handling for Business Hours and After Hours of a Shared Lines group for more information on setting up the Business Hours and After Hours settings of a Shared Lines group.
 
Setting up an advanced call handling rule for a Shared Lines group involves 3 sequential steps:
 

Step 1:

 

Step 2:

 

Step 3:

 

Creating a Name Rule


Step 1:


Select the Shared Lines group that needs to be customized.
 
Select the Shared Lines group that needs to be customized.
 

Step 2:


Click Call Handling, then click Advanced.

Click Call Handling, then click Advanced.
 

Step 3:


Click Add Rule.
 
Click Add Rule.
 

Step 4:


Type the name of the rule you are creating, then click Next.

Type the name of the rule you are creating, then click Next.

Go to the next section.
 

Defining a Condition


When you have created a name for your Advanced Call Handling rule, you need to define the condition of your rule. There are 3 custom conditions you can choose from:
 

Date and/or TimeApplies conditions based on a time of the day and week every week, or on a specific date range before routing the call.
Caller IDApplies to incoming calls coming from certain phone numbers which are using Caller IDs. You can create a list of phone numbers to be used for this setting. (Numbers selected must be using Caller ID).
Called NumberBased on the specific phone number your clients dialed. For example, you may have designated a specific phone number on your account for a customer promotion campaign you are running.


Date and/or Time rule


Check Date and/or Time to set a rule on a fixed weekly schedule, or on a specific date range. 

Select Weekly Schedule to handle calls a certain way on the same days and times each week. Otherwise, select Specific Date Range to handle calls differently for holidays, vacation, or other specific dates. Click Next.

NOTE: Such custom Answering Rules are applied before the Business Hours and After Hours rules.


Select Weekly Schedule or Specific Date Range.

Click on links below to learn more.

Weekly Schedule
Specific Date Range 
 

Setting up a Weekly Schedule


Sample Scenario: I need to set up a weekly schedule.
 

Step 1:


Select the day/s and set the time when the rule will be applied.

Click Next.

 
Select the day/s and set the time when the rule will be applied. Click Next.
TIP: Click the Copy button Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Date and/or Time - Set Weekly Schedule - Duplicate Button to copy the schedule for the rest of the week.

NOTE: An Alert window appears when no schedule is set before clicking Next.

An Alert window appears when no schedule is set before clicking Next.
 

Step 2:


Review the Conditions Summary. Click the Gear buttonRC - Shared Lines - Call Handling - Advanced Rule - Gear Icon to modify the day or time, if needed.

Click Next.
 
Review the Conditions Summary. Click the Gear button to modify the date or time, if needed. Click Next.


Setting a Specific Date Range


Sample Scenario: I need to forward all calls made to the Shared Lines group to the voicemail on Thanksgiving Day.
 

Step 1:


Set the starting and end date/time, then click Add
 
Set the starting and end date/time, then click Add.
 
NOTE: An Alert window appears when no schedule is set before clicking Next.

An Alert window appears when no schedule is set before clicking Next.
 

Step 2:


Review the set date and time. 

Click the Delete button User-added image to delete the set date/time, if needed.

Set the correct date/time, then click Next.

Review the set date and time. Click the Delete button to delete the set date/time, if needed. Set the correct date/time, then click Next.
 

Step 3:


Review the Conditions Summary. Click the Gear buttonRC - Shared Lines - Call Handling - Advanced Rule - Gear Icon to modify the day/time, if needed.

Click Next.
 
Review the Conditions Summary. Click the Gear button to modify the day/time, if needed. Click Next.
 

Caller ID 


Check Caller ID to set a rule based on the incoming call's Caller ID, then click Next.

Check Caller ID to set a rule based on the incoming call's Caller ID, then click Next.

Sample Scenario: I need to forward a group of people calling to the 


Step 1:


Enter the phone number to use, such as a partial number or just the area code. Contacts from your address book can also be found by simply starting to type their names or numbers.

NOTE: Multiple phone numbers can be added if needed.

Click Add.

Enter the phone number to use, such as a partial number or just the area code. Contacts from your address book can also be found by simply starting to type their names or numbers. Click Add.
 

Step 2:


Check the number.

Click the Delete button User-added image to delete phone number/s, if needed.

Add the correct phone number/s, then click Next.

Review the number/s. Click the Delete button to delete phone number/s, if needed. Add the correct phone number/s, then click Next.
 
NOTE: An Alert window appears when no phone number has been added before clicking Next.
 
An Alert window appears when no phone number has been added before clicking Next.
 

Step 4:


Review the Conditions Summary. Click the Gear buttonRC - Shared Lines - Call Handling - Advanced Rule - Gear Icon to modify the day/time, if needed.

Click Next.
 
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Called Number


This rule is activated when callers dial the selected number, for example, to call in for a promotion. Check Called Number, then click Next.

This rule is activated when callers dial the selected number, for example, to call in for a promotion. Check Called Number, then click Next.

Sample Scenario: I need to connect callers to the Shared Lines group that handles a new promotion.


Step 1:


Check the number/s that will handle this custom rule.

Click Next.
 
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NOTE: An Alert window appears when no phone number was selected before clicking Next.
 
Review the Conditions Summary. Click the Gear button to modify the number, if needed. Click Next.
 

Step 2:


Review the Conditions Summary. Click the Gear buttonRC - Shared Lines - Call Handling - Advanced Rule - Gear Icon to modify the number, if needed.

Click Next.

Review the Conditions Summary. Click the Gear button to modify the number, if needed. Click Next.

Defining a Call Handling action


Calls can either be forwarded as a regular call to the group, or it can be sent directly to your voicemail without going through the greeting settings when you don't pick it up. You can also set the caller to hear an announcement then end the call afterwards. The call can also be configured to be forwarded to any extension when no one is available to answer.

Click on links below to learn more about the Call Handling actions.
 
Regular call to the groupThis action transfers a call to phones in the shared lines group. You can enable (On) or disable (Off) Group GreetingCall Handling, and Messages 
Play Announcement OnlyThis option plays a pre-recorded announcement and end the call afterwards.
Take Messages OnlyChoosing this action will send your callers directly to the voicemail.
Unconditional ForwardingSelect if you want to forward the call to a different phone number without having to go through your greeting settings. This option is good when you want the call to go directly to your personal voicemail when you don't pick-up.

 

Regular call to the group


You can customize the following options for this action. Click the links on the table below to learn more.
 
You can customize the following options for this action.GreetingWhen On, callers will hear a group-wide greeting before being connected to a shared line in the group.
Call HandlingIncoming calls will hear the selected music whenever the connection takes more than a moment to complete.
MessagesWhen enabled, callers will be able to leave a message to a particular extension you set. If disabled, it lets you set an unavailable greeting to your callers.



Greeting


NOTE: Select Off to disable Group greeting. 

Click Set Greeting, then select Custom
.
 
Click Set Greeting, then select Custom.


You can customize the Shared Lines group's greeting by recording it over the phone 


You can record a User Greeting by using the computer's microphone and following the prompts or by uploading a .wav or .mp3 file.
 

  • Record Over the Phone
  • Record Using Computer Microphone
  • Import

Record Over the Phone

This option allows you to enter your phone number or any number so the system can call you. The automated call will provide you instructions to record your greeting over the phone.

Select a number RingCentral will call from the Call me at drop-down list.
If you prefer RingCentral to call you on a different number instead, select the box below the drop-down list then enter the number.

Click Call Now. RingCentral will dial the number you indicated. 

Follow the voice prompt to Record and Save your custom greeting.

User-added image

If your preferred number is not listed, select the other radio button, then type the phone number inside the text box.
Admin Portal - Shared Lines - Call Handling - Define Call Handling - Regular Call to the Group - Set Greeting - Set Custom Greeting - Record Over the Phone - Select Number to Call - Type a Phone Number

Click Save when done.

[Back to Regular call to the group custom Greetings]

After setting your custom group greeting, you may proceed to Call Handling.
 

Record Using Computer Microphone

Step 1:

Click Record to begin recording your custom greeting using your computer's microphone.

User-added image

NOTE:  You may need to enable the microphone settings in your browser to record your voicemail greeting.

Step 2:

Click Record once more to end your recording.

User-added image

Step 3: 

Click Upload.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Cancel to cancel recording.

Step 4: 

Click Save.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

[Back to Regular call to the group custom Greetings]

After setting your custom group greeting, you may proceed to Call Handling.

Import

Import lets you upload a pre-recorded audio file stored on your computer.

Step 1:

Select Import to upload a pre-recorded greeting from your computer by clicking Browse and then double clicking the prerecorded greeting.

Recommended files are:
• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

User-added image

Step 2:

Click Attach to upload the file.

User-added image

Step 3:

Click Save once done.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

[Back to Regular call to the group custom Greetings]

After setting your custom group greeting, you may proceed to Call Handling.

Call Handling

Step 1:

Click Call Handling. To disable this setting, select the Off radio button.  To customize, click Set Audio.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Set Call Handling - Click Call Handling

Step 2:

You may select from any of the following options. Click Done once finished.

a. Ring Tones
b. Music
c. None
d. Custom

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Set Call Handling - Set Audio Options

After setting your custom group call handing, you may proceed to Messages.

Messages

Step 1:

Click Messages, and then click Voicemail Greeting.

User-added image

Step 2:

Select your preferred type of greeting.

Default

Select Default, and then click Save.

NOTE:  You can also change the display language of your greeting. Click the  View In drop-down menu and click your desired language. This allows you to select your own language to display the default greeting text. Your selection only affects your current view of the greeting text, it will not change the Greetings Language setting.

User-added image

Custom

User-added image

You can then select and set your greeting from the following custom options:

  • Record Over the Phone
  • Record Using Computer Microphone
  • Import

Record Over the Phone

This option allows you to enter your phone number or any number so the system can can call you. The automated call will provide you instructions to record your greeting over the phone.

Select a number RingCentral will call from the Call me at drop-down list.
If you prefer RingCentral to call you on a different number instead, select the box below the drop-down list then enter the number.

Click Call Now. RingCentral will dial the number you indicated. 

Follow the voice prompt to Record and Save your custom greeting.

User-added image

If your preferred number is not listed, select the other radio button, then type the phone number inside the text box.

Admin Portal - Shared Lines - Call Handling - Define Call Handling - Regular Call to the Group - Set Greeting - Set Custom Greeting - Record Over the Phone - Select Number to Call - Type a Phone Number

Click Save when done.

[Back to Messages custom Greeting]

When you are done setting your greeting, you may proceed to the next step.

Record Using Computer Microphone

Step 1:

Click Record to begin recording your custom greeting using your computer's microphone.

User-added image

NOTE:  You may need to enable the microphone settings in your browser to record your voicemail greeting.

Step 2:

Click Record once more to end your recording.

User-added image

Step 3: 

Click Upload.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Cancel to cancel recording.

Step 4: 

Click Save.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

[Back to Messages custom Greeting]

When you are done setting your greeting, you may proceed to the next step.

Import

Import lets you upload a pre-recorded audio file stored on your computer.

Step 1:

Select Import to upload a pre-recorded greeting from your computer by clicking Browse and then double clicking the prerecorded greeting.

Recommended files are:
• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

User-added image

Step 2:

Click Attach to upload the file.

User-added image

Step 3:

Click Save once done.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

[Back to Messages custom Greeting]

When you are done setting your greeting, you may proceed to the next step.

Step 3:

When you are done setting your greeting, click Message Recipient.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Messages - Click Message Recipient

Step 4:

Select the radio button next to the extension you want to assign as the voicemail recipient. Click Save.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Messages - Message Recipient - Select Extension

Step 5:

Click Done.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Click Done, Setup Finished

You  have successfully set up your custom rule, using Regular call to the group. Click Add Rule to add another rulor click Done to exit the screen.

User-added image

[Back to Define Call Handling]

Play Announcement Only

The next steps will help you review and configure the settings for this action.

Step 1:

Click Play Announcement Only, and then click Greeting.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Play Announcement Only - Click Greetin

NOTE:  If you want to keep the default setting instead, click Done.

Step 2:

Select your preferred type of greeting.

Default

Select Default, and then click Save.

NOTE:  You can also change the display language of your greeting. Click the  View In drop-down menu and click your desired language. This allows you to select your own language to display the default greeting text. Your selection only affects your current view of the greeting text, it will not change the Greetings Language setting.

User-added image

Custom

User-added image

You can then select and set your greeting from the following custom options:

  • Record Over the Phone
  • Record Using Computer Microphone
  • Import

Record Over the Phone

This option allows you to enter your phone number or any number so the system can can call you. The automated call will provide you instructions to record your greeting over the phone.

Select a number RingCentral will call from the Call me at drop-down list.
If you prefer RingCentral to call you on a different number instead, select the box below the drop-down list then enter the number.

Click Call Now. RingCentral will dial the number you indicated. 

Follow the voice prompt to Record and Save your custom greeting.

User-added image

If your preferred number is not listed, select the other radio button, then type the phone number inside the text box.

Admin Portal - Shared Lines - Call Handling - Define Call Handling - Regular Call to the Group - Set Greeting - Set Custom Greeting - Record Over the Phone - Select Number to Call - Type a Phone Number

Click Save when done.

[Back to Play Announcement Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Record Using Computer Microphone

Step 1:

Click Record to begin recording your custom greeting using your computer's microphone.

User-added image

NOTE:  You may need to enable the microphone settings in your browser to record your voicemail greeting.

Step 2:

Click Record once more to end your recording.

User-added image

Step 3: 

Click Upload.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Cancel to cancel recording.

Step 4: 

Click Save.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

[Back to Play Announcement Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Import

Import lets you upload a pre-recorded audio file stored on your computer.

Step 1:

Select Import to upload a pre-recorded greeting from your computer by clicking Browse and then double clicking the prerecorded greeting.

Recommended files are:
• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

User-added image

Step 2:

Click Attach to upload the file.

User-added image

Step 3:

Click Save once done.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

[Back to Play Announcement Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Step 3:

Click Done.

User-added image

You  have successfully set up your custom rule, using Play Announcement Only. Click Add Rule to add another rulor click Done to exit the screen.

User-added image

[Back to Definine Call Handling]

Take Messages Only

The next steps will help you review and configure the settings for this action.

Step 1:

Click Take Messages Only, and then click Voicemail Greeting.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Play Announcement Only - Click Greetin

NOTE:  If you want to keep the default setting instead, click Done.

Step 2:

Select your preferred type of greeting.

Default

Select Default, and then click Save.

NOTE:  You can also change the display language of your greeting. Click the  View In drop-down menu and click your desired language. This allows you to select your own language to display the default greeting text. Your selection only affects your current view of the greeting text, it will not change the Greetings Language setting.

User-added image

Custom

User-added image

You can then select and set your greeting from the following custom options:

  • Record Over the Phone
  • Record Using Computer Microphone
  • Import

Record Over the Phone

This option allows you to enter your phone number or any number so the system can can call you. The automated call will provide you instructions to record your greeting over the phone.

Select a number RingCentral will call from the Call me at drop-down list.
If you prefer RingCentral to call you on a different number instead, select the box below the drop-down list then enter the number.

Click Call Now. RingCentral will dial the number you indicated. 

Follow the voice prompt to Record and Save your custom greeting.

User-added image

If your preferred number is not listed, select the other radio button, then type the phone number inside the text box.

Admin Portal - Shared Lines - Call Handling - Define Call Handling - Regular Call to the Group - Set Greeting - Set Custom Greeting - Record Over the Phone - Select Number to Call - Type a Phone Number

Click Save when done.

[Back Take Messages Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Record Using Computer Microphone

Step 1:

Click Record to begin recording your custom greeting using your computer's microphone.

User-added image

NOTE:  You may need to enable the microphone settings in your browser to record your voicemail greeting.

Step 2:

Click Record once more to end your recording.

User-added image

Step 3: 

Click Upload.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Cancel to cancel recording.

Step 4: 

Click Save.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

[Back Take Messages Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Import

Import lets you upload a pre-recorded audio file stored on your computer.

Step 1:

Select Import to upload a pre-recorded greeting from your computer by clicking Browse and then double clicking the prerecorded greeting.

Recommended files are:
• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

User-added image

Step 2:

Click Attach to upload the file.

User-added image

Step 3:

Click Save once done.

User-added image

NOTE: Click Play User-added image to listen to your recording or Record User-added image to re-record your prompt. Click Download User-added image to save a copy of your recording.

[Back Take Messages Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Step 3:

Click Message Recipient.

User-added image

Step 4:

Select the radio button next to the extension you want to assign as the voicemail recipient. Click Save.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Messages - Message Recipient - Select Extension

Step 5:

Click Done.

User-added image

You  have successfully set up your custom rule, using Take Messages Only. Click Add Rule to add another rulor click Done to exit the screen.

User-added image

[Back to Define Call Handling]

Unconditional Forwarding

Enter a different phone number where you want your incoming calls forwarded, and then click Done.

Admin Portal - Shared Lines - Call Handling - Add   Advanced Rule - Define Call Handling - Unconditional Forwarding - Type Phone Number

You  have successfully set up your custom rule, using Unconditional Forwarding. Click Add Rule to add another rulor click Done to exit the screen.

User-added image

[Back to Define Call Handling]
 

See Also:

Setting Up Call Handling for Business Hours and After Hours of a Shared Lines group
Shared Lines Overview
Using the Shared Lines feature

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