Setting Up Advanced Company Call Handling rules via the Auto-Receptionist

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SummaryAccount Administrators can set up advanced or multi-conditional company call handling rules. These advanced rules can be based on the following conditions: Date and/or Time, Caller ID of Incoming Calls, and Called Number, which refers to the number a caller dialed.
Details

Multi-condition advanced call handling rules offer powerful call management capabilities using conditions based on time of day, date range, incoming caller ID and called number. Please carefully test the call flows based on the rules set to ensure that the calls are being handled as expected.
 

Access the Company Call Handling Section of the Auto-Receptionist

Step 1:

Log in to your RingCentral account

Step 2:

Select Admin Portal > Click Phone System.

Step 3:

Click Auto-Receptionist > Company Call Handling.

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Setting Up Advanced Company Call Handling rules

To set up multi-condition call handling rules, click Advanced.  The image below illustrates how this works.

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Custom Rules Conditions

Date and/or Time rules apply based on a time of the day and week every week, or on a specific date range.  This condition works best for setting vacation and holiday schedules.

Caller ID rules apply to calls coming from specific phone numbers. You can create a list of phone numbers to be used for this setting. (Numbers selected must be using Caller ID.)

Called Number rules are based on the phone number your clients dialed; for example, a phone number you are using for a customer promotion campaign.

Set up an Advanced Call Handling Rule

Step 1:

Name Rule.  Choose which advanced condition to use:  Date and/or Time, Caller ID, or Called Number.  Click Next.

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Step 2:

Click on the link below for the type of rule you want to set up.  This will lead you to that section that contains a set of specific instructions for each advanced condition.

Date and/or Time
Caller ID
Called Number

 

Date and/or Time
 

Step 1:

Select when this rule should be active: either Weekly Schedule or Specific Date Range.  When you select Specific Date Range, click Add once you set the dates.  Click Next.

NOTE:  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.

IMPORTANT:  Note that such custom Answering Rules are applied before the Business Hours and After Hours rules.

Weekly Schedule
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Specific Date Range (click Add after setting the date)
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NOTE:  Click the Trash icon if you want to remove the period selected.  You can also add multiple date ranges.
 

Step 2:

Review the Conditions Summary. Click the Cog icon if you wish to edit.  Once satisfied with the conditions, click Next.
 
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Step 3:

 
 

Caller ID

Step 1:

Type the phone number to use. You can use a partial number, such as just the area code. Contacts from your address book can also be found by simply starting to type their names or numbers.  Click Add.  The Number and Caller ID will appear on the list.

NOTE:  You can add more Caller IDs on the list.  To delete an entry, click the Remove icon.

Once done, click Next.

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Step 2:

Review the Conditions Summary.  Click the Cog icon if you wish to edit.  Once satisfied, click Next to proceed.

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Step 3:

Called Number

Step 1:

Select the number from your account you want to handle with this custom rule rule by checking the box.  Click Next to continue.

NOTE:  
The rule is activated when callers dial the selected number, for example to call in to a promotion. 

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Step 2:

Review the Conditions Summary.  Click the Cog icon if you wish to edit.  Once satisfied, click Next to proceed.

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Step 3:

 

Define the Call Handling Rule

Play Company Greeting
Click Greeting if you want to customize the company greeting.  Otherwise, you can choose to stick with the Default greeting.  There are three ways to customize the company greeting:  Record Over the PhoneRecord Using Computer Microphone, and Import (which means to say to upload a .WAV or .MP4 file).

Then define what happens if the caller enters no action.  Select Connect to operator if you want to direct callers to ext. 0, or the Operator Extension, after the greeting.  Select Disconnect if you want to disconnect the caller after the greeting repeats three times.

Once set, click Done.

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Connect Directly to Extension
When you choose Connect directly to extension, you can choose from among User Extensions (Ext. 101 John Smith)Call Queue Extensions (Ext. 1 - Billing Department), or other special extensions that was setup for the company. This example is for illustration purposes only.
 
NOTE:  Call Queues, Announcement-only and Message-only extensions are created in the Groups section of the Online Account.  Account Administrators can also add new Users.

Once set, click Done.

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Your advanced rule is now added on the list and is active.  Click Done to go back to phone system, or Add Rule to add a new advanced rule.  
 
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