04/02/19 16:45 PM  

Call Handling - Set Up Advanced Custom Answering Rules | RingCentral

« Go Back


SummaryIn the Advanced Call Handling section, you can set up your preferred rules for better call management using conditions based on time of day, date range, incoming caller ID and called number. This article shows how Administrators can create and configure a Custom Answering Rule on your Advanced Call Handling Settings.

Create a custom answering rule


1. Log in as an Administrator to your RingCentral Online Account.

2. Go to Users > User List.

Users - User list

3. Select the user or extension you want to configure then click Call Handling & Forwarding.

Call Handling & Forwarding

4. Under the Advanced tab, Click Add Rule.

Advanced Rule - Add Rule

5. Create a name for your Custom Answering Rule. Click Next to proceed.

Name Rule

6. Define the conditions for your Custom Answering Rule. You may enable a single condition or multiple conditions based on Caller ID, Called Number or Date and/or time

• Caller ID

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

• Called Number

You may use this option to configure rules based on the phone number the caller called. You may use this when creating custom rules for your phone numbers used on promotional or marketing campaigns.

• Date and/or time

To handle calls differently for holidays, vacation, or other specific dates, select a specific date range. To handle calls a certain way on the same days and times each week, select a weekly schedule. Note that such custom Answering Rules are applied before the Business Hours and After Hours rules.

Define Conditions

7. Define the Call Handling for your Custom Answering Rule. Click Save when completed.

• Forward Calls

Select if you want to forward the call to multiple phone numbers in a specific order and have your greeting settings apply.

• Take Messages Only

Send callers to voicemail.

• Play Announcement Only

Play a pre-recorded announcement and end the call afterwards.

• Unconditional Forwarding

Select 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.

Define Call Handling

8. Your Custom Answering Rule will now appear on the Advanced tab. You may edit, delete, or save the rule as a template.

QUICK TIP: Click Validate Rules to check if your Custom Answering Rule overlaps or has a conflict with another rule. 

NOTE: For Custom Rules with conflicts, you may edit, delete, or temporarily disable the conflicting rules.

Advanced Rule

See Also

Call Handling & Forwarding - Overview for Administrators
Setting a Rule Based on a Called Number
Setting a Rule Based on Date Range with a Weekly Schedule
Advanced Call Handling - Set up Custom Holiday Hours

Was this information helpful?

Tell us why and what can we do to improve this information