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.
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.
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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. The image below illustrates how a custom Advanced Call Handling rule works. Please carefully test the call flows based on the rules set to ensure that the calls are being handled as expected.

IMPORTANT: Custom Call Handling Rules are applied before the Business Hours and After Hours rules.
 
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NOTE: This section of the account can only be accessed by an account Administrator. Click on the links below to proceed.
 

Accessing your Company Advanced Company Call Handling Rules via the Auto-Receptionist

Custom Rule Conditions

Date and/or Time

Caller ID

Called Number

Define the Call Handling Rule

Play Company Greeting

Bypass the Greeting and connect directly to an extension

Disable or Delete an Advanced Call Handling Rule


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Accessing the Advanced Section of your Company Call Handling

To go to the section where you can configure custom Advanced Call Handling Rules, follow the steps below:
 

Step 1:

Step 2:

Go to Admin Portal > Phone System > Auto-Receptionist > Company Call Handling. To set up a custom rule, click Advanced.

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Custom Rule Conditions

Clicking on Advanced under the Company Call Handling section of your account gives you the option to add custom Call Handling rules based on the following:
 
Date and/or Time
This rule is 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
This rule is based on 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
This rule is based on the phone number your clients dialed; for example, a phone number you are using for a customer promotion campaign.

 

Custom Company Call Handling Rule based on Date and/or Time

 

Step 1:

Click Advanced.

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Step 2:

Select Date and/or Time, and then click Next.

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Step 3:

You will be asked to select when the rule should be active. Your options are Weekly Schedule, and Specific Date Range.
 

• Weekly Schedule

Select Weekly Schedule to handle calls a certain way on the same days and times each week.
 
Step 1: 
Click Weekly Schedule, and then select the days and time when the rule should be applied every week. Click Next

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NOTE: You can click User-added image to copy your Monday schedule to the rest of the week (Saturday and Sunday not included).

Step 2: 

Review the Conditions Summary, and then click the gear icon User-added image to make changes. Click Next to proceed to next step. 

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• Specific Date Range

Select Specific Date Range to handle calls differently for holidays, vacation, or other specific dates.
 

Step 1: 

Select Specific Date Range, select the Date and Time when the rule will be applied, and then click Add.

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Step 2: 

You can add more or delete the date range that was added. Click Next to proceed to next step.

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Step 3:

Review the Conditions Summary, and then click the gear icon User-added image to make changes. Click Next to proceed to next step. 

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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 added by simply starting to type their names or numbers. Click Add after typing the phone number or contact name.

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, and then click the gear icon User-added image to make changes. Click Next to proceed to next step. 

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Called Number


Step 1:

Select Called Number, and then click Next.

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Step 2: 

The rule is activated when callers dial the selected number. Select those numbers you want to handle with this custom rule by checking the box. Click Next to continue.

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Step 3:

Review the Conditions Summary, and then click the gear icon User-added image to make changes. Click Next to proceed to next step. 

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[click here to proceed to next step]
[click here to go back to Conditions List]
 

Define the Call Handling Rule

This section allows you to set how the calls will be handled based on the conditions that you have set for the custom rules. You have 2 options for handling your calls:
 
Play Company Greeting - This option will play a greeting to your caller to allow them to press an action, like enter an extension. You can also configure where the callers will be routed if they enter no action. If the caller enters no action, your options are: 
 
• Connect to Operator: Select this option if you want to direct callers to ext. 0 after the greeting. Click here for more information about the Operator Extension.
• Disconnect: Select this option if you want to disconnect the caller after the greeting repeats three times.

Connect directly to an extension - This option will route your callers to an extension immediately.
 

Play Company Greeting

Step 1:

Select Play company greeting, and the click Greetings to set up what your callers will hear.

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Step 2: 

When you click Greeting, you will be able to see the default greeting that RingCentral will play to your callers. You can also choose to record your own greeting by clicking on Custom. 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).

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Step 3: 

Define what will happen when callers enter no action after the company greeting has finished playing. You have 2 options: 

• Connect to Operator
Select this option if you want to direct callers to ext. 0 after the greeting. Click here for more information about the Operator Extension. Under If caller enters no action, select Connect to Operator, and then click Done.

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Select this option if you want to disconnect the caller after the greeting repeats three times. Under If caller enters no action, select Disconnect, and then click Done.

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Connect Directly to Extension

When you choose Connect directly to extension, your callers will be routed directly to an extension. Select the extension where you want your calls to be routed, and then click Save.

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Disable or Delete an Advanced Call Handling Rule

You can Disable or Delete an advanced rule if the rule is no longer needed. To Disable or Delete an advanced rule, follow the steps below:
 


Step 1: 

Step 2: 

Go to Admin Portal > Phone System > Auto-Receptionist > Company Call Handling. Under Company Call Handling, click Advanced.
 
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Step 3: 

Select the rule that you wish to modify.

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Step 4: 

To Disable a rule, just select Off, and then click Save. You want to disable a rule when you need the same rule to be applied in the future.

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To Delete a rule, just click Delete Rule. You want to delete a rule if the rule will no longer be applied in the future.

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NOTE: You will see a warning asking if you want to proceed. Just click OK, and then rule will be removed from the list.

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