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.
NOTE: This section of the account can only be accessed by an account Administrator. Click on the links below to proceed.
To go to the section where you can configure custom Advanced Call Handling Rules, follow the steps below:
Go to Admin Portal > Phone System > Auto-Receptionist > Company Call Handling
. To set up a custom rule, click Advanced
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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.
Select Date and/or Time
, and then click Next
Select Weekly Schedule to handle calls a certain way on the same days and times each week.
Click Weekly Schedule
, and then select the days and time when the rule should be applied every week. Click Next
You can click
to copy your Monday
schedule to the rest of the week (Saturday and Sunday not included).
Select Specific Date Range to handle calls differently for holidays, vacation, or other specific dates.
Select Specific Date Range
, select the Date
when the rule will be applied, and then click Add
You can add more or delete the date range that was added. Click Next
to proceed to next step.
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
Once done, click Next
Select Called Number, and then click Next.
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
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:
Select Play company greeting
, and the click Greetings
to set up what your callers will hear.
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 Phone, Record Using Computer Microphone,
(which means to say to upload a .WAV or .MP4 file).
Define what will happen when callers enter no action after the company greeting has finished playing. You have 2 options:
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
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
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:
Go to Admin Portal > Phone System > Auto-Receptionist > Company Call Handling. Under Company Call Handling, click Advanced.
Select the rule that you wish to modify.
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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.
a rule, just click Delete Rule
. You want to delete a rule if the rule will no longer be applied in the future.NOTE:
You will see a warning asking if you want to proceed. Just click OK,
and then rule will be removed from the list.