10/04/17 19:01 PM  

Setting Up Call Handling for Business Hours and After Hours of a Shared Lines group

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SummaryHow do I access the call handling settings of a Shared Lines group? How do I modify the business hours and after hours settings of a Shared Lines group?
Details

The Shared Lines feature allows calls made to one phone number to be answered by up to 16 phones as a designated group. Multiple groups of shared lines can be set up. Answered calls can easily be handed off to other phones sharing the same phone number. 

The following information can be modified inside the Shared Lines section:
 
    • Info
    • Phones & Lines
    • Direct Numbers
    • Greeting & Blocked Calls
    • Call Handling
    • Outbound Caller ID
    • Messages & Notifications

NOTE: Only Account Administrators can set up and configure shared lines.

This article discusses how to access and configure the Call Handling section of a Shared Lines group.

Accessing the Call Handling Section of a Shared Lines Group
Setting up the Call Handling Rule of a Shared Lines Group
    Business Hours
        1. Audio while connecting
        2. When all lines are busy, forward calls to
        3. Number of seconds to wait before forwarding unanswered calls
    After Hours

Check the links below for more information about the following:

Accessing the Call Handling Section of a Shared Lines group

Step 1:

Log into your RingCentral Online Account as an Administrator. 

Step 2: 

On the Admin Portal page, click Groups under Phone System.
 
9.3 groups

Step 3: 

Under Shared Lines tab, select the shared line group that you want to configure.

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Step 4:

Click the Call Handling tab.

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Setting up the Call Handling Rule of a Shared Lines group

The Shared Lines Group Call Handling section allows you to review or change each option for handling incoming calls for both Business Hours and After Hours. You can also set a customized call handling rule under the Advanced settings.

Tap any of the topics below to learn how to configure the following:

Business Hours
After Hours

    Business Hours

You can configure the following under this section:

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1. Audio while connecting
2. When all lines are busy, forward calls to
3. Number of seconds to wait before forwarding unanswered calls

Audio while connecting

Incoming calls will hear the selected music whenever the connection takes more than a moment to complete.  To enable this option, follow the steps below:

Step 1:

Click On.

Step 2:

Click Set Audio.

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Step 3:

Choose from any of the following options:

a. Ring Tones

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b. Music

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NOTE: Click the play button below to preview your selected music.

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c. None

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d. Custom

Click Browse to proceed to locate and upload the file from your computer.

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NOTE: Recommended files are:

• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

Step 4:

Click Save.

If you prefer not to set any audio for incoming calls, then set Audio while connecting to Off.

When all lines are busy, forward calls to

The overflow destination allows you to specify where a call is routed when all lines in the group are busy. This destination can be the voicemail for the group. Alternatively, the call can be forwarded to another extension in your account.

Step 1:

Click Select Destination.

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Step 2:

Select the the destination you'd like to set,  Group Voicemail in this example. Click Done after selecting.

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Step 3:

Click Save.

Number of seconds to wait before forwarding unanswered calls

This option enables the administrator to set the number of seconds to wait before forwarding unanswered calls.

Step 1:

Click the drop-down menu and and choose a value between 10 and 80 seconds.
In this example, 80 seconds was selected.

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Step 2:

Click Save.

      After Hours

Call Handling for Shared Lines offers the flexibility of setting call routing rules after business hours. These rules take into effect when your business is closed.

Step 1:

Click After Hours.

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Step 2:

A message will appear, as shown below. Click Yes.
It this message does not appear, proceed to Step 5.

RC - Shared Lines - Call Handling - After Hours - Click Yes

NOTE: User Hours is set to 24 Hours by default.  The message above will only pop up if business hours is set to default.

Step 3:

Click Specify hours.
This option will let you to set your incoming calls when your business is already closed.

RC - Shared Lines - Call Handling - After Hours - Select Specify Hours

NOTE: Selecting 24 hours will set your incoming calls to be handled the same way all the time, everyday.

Step 4:

Set your business hours. Click Save.

RC - Shared Lines - Call Handling - After Hours - Set Specify Hours 

Step 5:

Choose from any of the following options:

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a. Play greeting and disconnect
b. Send callers to group voicemail
c. Unconditional call forwarding

NOTE: Selecting Unconditional call forwarding will allow you to provide the number you want the call to be forwarded to.

Step 6:

Click Save.


See Also:

Setting Up Advanced Call Handling Rules of a Shared Lines group
Shared Lines Overview

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