11/16/17 00:45 AM  

Customizing the After Hours Call Handling & Forwarding of a User

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SummaryHow do I customize the After Hours settings of a user?
Details
The Call Handling and Forwarding section in your online account allows you to set-up call routing rules for an extension. It offers flexibility on how you want your calls to be handled during business hours, after hours, or multiple condition rules. This article will guide you in customizing your extension's After Hours call handling settings, whether you are a User or an Account Administrator.

Accessing the Call Handling and Forwarding settings on your account

User (You are a User if you can only view and edit the settings for your own extension)
Account Administrator (You are an Administrator if you are able to view and edit the settings of another User in your account)
Accessing the Call Handling and Forwarding settings as an Administrator
 
 
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Accessing the Call Handling and Forwarding settings as a User

Step 1:

Step 2:

Click Settings, and then click Call Handling & Forwarding.

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Step 3:

Click After Hours.

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NOTE: Your User Hours is set to 24 Hours by default. If your User Hours is still set to the default settings, you will see a pop-up message after you click After Hours. The pop-up window will ask if you want to change your User hours. Click Yes to change your User Hours.

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After clicking Yes, you will see another pop-up that will allow you to set your User hours. You can set the time for each day manually and then click Save. You also have the option to click Copy Settings to Weekdays if you have the same hours of operations from Monday to Friday. Click Save when you are finished setting up your User hours.

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Accessing the Call Handling and Forwarding settings as an Admininistrator

Step 1:

Step 2:

Click Users. Select the User you want to modify from the User list.

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Step 3:

Click Call Handling & Forwarding > After Hours.

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NOTE: The User Hours is set to 24 Hours by default. If the User Hours is still set to the default settings, you will see a pop-up message after you click After Hours. The pop-up window will ask if you want to change the User hours. Click Yes to change the User Hours.
 
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After your click Yes, you will see another pop-up that will allow you to set the User hours. You can set the time for each day manually and then click Save. You also have the option to click Copy to Weekdays if the User has the same hours of operations from Monday to Friday. Click Save when you are finished setting up the User hours.

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After Hours Call Handling and Forwarding Settings

Send callers directly to voicemail - Select if you want calls to go directly to your voicemail.
Play announcement and disconnect - Select if you want to play a recorded greeting, then immediately hang up.
Forward Calls - Select if you want to forward the call to multiple phone numbers in a specific order and have your greeting settings apply.
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.
 

Send Callers Directly to voicemail

Step 1:

Select Send callers directly to voicemail then click Save.

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Play Announcement Only and disconnect 

Step 1:

Click Play announcement and disconnect, and then click Edit to customize the announcement that your callers will hear After Hours.

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The default announcement will just advise your callers that no one is available, and then disconnect the call. If you want to customize and play your own announcement, you can click on Custom and you will be presented with three (3) options:  

NOTE: The steps provided below are for initial set-up. If you have previously configured a custom announcement, the pop-up window will show:

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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.

Record Over the Phone
Record Using Computer Microphone
Import
 
Record Over the Phone - Type the phone number on the space provided under Call me at and click Call Now. RingCentral will call that number so you can record your announcement over the phone.

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See other recording options

Record Using Computer Microphone - You can record your announcement using your computer if you have a headphone or headset with mic, or if your computer has a built-in mic.
NOTE:  You may need to enable the microphone settings in your browser first to record your message.

Step 1:

Select Record Using Computer Microphone, and then click Record to begin recording your custom greeting using your computer's microphone.

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Step 2:

Click Stop to end your recording.

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Step 3: 

Click Upload.

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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 Done.

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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.

See other recording options.

Import - You can upload a pre-recorded announcement from your hard drive to RingCentral. The following file types are recommended for your pre-recorded announcement:
• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

Step 1:

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

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Step 2:

Click Attach to upload the file.

Step 3:

Click Done.

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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.

See other recording options

Forward Calls 

NOTE: There may be delay when forwarding calls to a non-RingCentral number. This is due to the time spent establishing a connection between RingCentral and the carrier of the forwarding number.

IMPORTANT: RingCentral by default plays an announcement when a call is forwarded to your home or mobile phone to help you identify how you should answer the phone, especially if you use the phone for both business and personal use. The Play announcement before connecting feature, when enabled, will require you to press 1 to accept the forwarded call. If there's no action, the caller will be routed to the extension's mailbox to leave a message, and the message will be saved in the RingCentral User's mailbox. If set to Never, and you want RingCentral to keep your voice messages, either you set the number of rings lower than what is required to kick on the forwarding number's voicemail; or keep the Play announcement before connecting feature enabled. You can save your voice messages in 1 location at a time. You need to choose where to save your voice messages; in your RingCentral extension's mailbox, or your personal device (landline / mobile phone). 

Step 1:

Select Forward Calls.

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Step 2:

Set the Incoming Calls Forward in this Order.

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Sequentially - For Call Forwarding, once you add forwarding numbers, these numbers will ring one at a time, in order of priority.
Simultaneously - For Call Forwarding, once you add forwarding numbers for Home, Mobile, and Work numbers, you can set these numbers to ring at the same time.

Step 3:

Click Add Call Forwarding Phone to add additional slots for up to 10 forwarding numbers.  To forward your calls to other Users' phones, click User-added image and click Forward to Other's Phones.

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Step 4:

Enter the number in the field provided to receive forwarded calls.
Set the ring duration before the system tries the next number in the list.
To enable or disable your listed call forwarding number, toggle the button on the device you want to enable or disable.

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NOTE:  To rearrange the order of your forwarding numbers, just hold your mouse on the row and drag and drop the row to your desired order.

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NOTE: If the Desktop App & Smartphone is enabled and you set the Ring For to 0 Ring / 0 Secs, the Desktop app and mobile app will still ring before it forwards the call to the forwarding number.​

Step 5:

Clicking Forward to Other's Phones will open A pop-up window. Select the User you'd like to forward calls to and click Done. It will be added on the list of your forwarding numbers.

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Step 6:

To create a Ring Group, select the phones that will ring at the same time your call comes in and click Create Ring Group.

NOTE: A Ring Group is a group of user’s phones (forwarding numbers) within an extension that ring when the hosted extension rings. A Call Queue Group is a group of users/extensions, which receive queue calls to be answered by the next available member of the group. If you are expecting a multitude of calls to be coming into a direct number or extension, setting up a Call Queue Group is recommended instead of a Ring Group. See Setting Up a Call Queue group to learn more.

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To ungroup, tick the checkbox of the grouped phones and click Ungroup.

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Step 7:

Click Save User-added image.

Unconditional Forwarding

Select Unconditional Forwarding 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. Enter the phone number on the field provided under Forward Calls.

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NOTE: There may be delay when forwarding calls to a non-RingCentral number. This is due to the time spent establishing a connection between RingCentral and the carrier of the forwarding number.
 

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