05/08/17 19:00 PM  

Setting Up Advanced Call Handling Rules of a Shared Lines group

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SummaryAs an Account Administrator, how do I add a custom call handling rule for a Shared Lines group?
Details
This article discusses how to access and configure the Advanced Call Handling section of a Shared Lines group. 

If you would like to see information about Business Hours and After Hours settings of a Shared Lines group, see Setting Up Call Handling for Business Hours and After Hours of a Shared Lines group.

Advanced Settings

Multi-condition advanced call handling rules offer powerful call management capabilities using conditions based on date and/or time of the day, incoming caller ID, and called number. When a condition is met, the call gets forwarded to a phone number or set of phone numbers, or gets routed to a voicemail.

There are three (3) steps involved in creating an advanced call handling rule in a Shared Lines group:

Step 1:

Create Name Rule.

Step 2:

Define Condition.

Step 3:

Define Call Handling.

The diagram below summarizes how advanced call handling works.

How Advanced Call Handling Works - Diagram

NOTE: Please carefully test the call flows based on the rules set to ensure that the calls are being handled as expected.

Create Name Rule

Step 1:

Logging in to your RingCentral Online Account.

Step 2:

Go to Phone System > Groups. On the Shared Lines tab select the Shared Line group that you want to configure.

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Step 3:

On the Call Handling tab, click Advanced.

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Step 4:

Click Add Rule.

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Step 5:

Type the name of the rule you are creating. 

RC - Shared Lines - Call Handling - Advanced - Add Rule - Type Name Rule

Define Condition

When you have created a name for your Advanced Call Handling rule, you need to define the condition of your rule. There are three (3) custom conditions you can choose from:

i. Date and/or Time - Applies conditions based on a time of the day and week every week, or on a specific date range before routing the call.
ii. Caller ID - Applies to incoming calls coming from certain phone numbers which are using Caller IDs. You can create a list of phone numbers to be used for this setting. (Numbers selected must be using Caller ID)
iii. Called Number - Based on the specific phone number your clients dialed. For example, you may have designated a specific phone number on your account for a customer promotion campaign you are running.

Date and/or Time rule

Step 1:

Select Date and/or Time. Click Next.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Select Date and/or Time, Click Next

Step 2:

Select when the rule should be active. Select between the following:

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• Weekly Schedule - Handle calls a certain way on the same days and times each week.
• Specific Date Range - Handle calls differently for holidays, vacation, or other specific dates.

NOTE: Such custom Answering Rules are applied before the Business Hours and After Hours rules.

Setting up a Weekly Schedule

Step 1:

Select the day/s when this rule will be applied and set the time by clicking the drop-down menus. Click Next when done.

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If you will be setting up the same time from Monday to Friday, click the Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Date and/or Time - Set Weekly Schedule - Duplicate Button button on the right side to copy the schedule for the rest of the week until Friday.

NOTE: You will see this notification when a schedule is not set. Make sure you set the schedule before clicking Next.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Alert message

Step 2:

Review the Conditions Summary. If you need to modify a date or time, click the RC - Shared Lines - Call Handling - Advanced Rule - Gear Icon icon. Once the settings are correct, click Next.

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[Back to Date and/or Time rule]

When you are done defining the call handling condition, you may proceed to define the call handling action of your rule.

Setting a Specific Date Range

Step 1:

Set the starting and end date/time and then, click Add

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Date and/or Time - Set Specific Date Range

You can click on the trash bin User-added image icon if you want to delete a specific date range.

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NOTE: You will see this notification when a schedule is not set. Make sure you set the schedule before clicking Next.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Alert message

Step 2:

Review the Conditions Summary. If you need to modify a date-time range, click the RC - Shared Lines - Call Handling - Advanced Rule - Gear Icon icon. Once the settings are correct, click Next.

Shared Lines - Call Handling - Add Advanced Rule - Date and/or Time - Specific Date Range - Review Conditions Summary

When you are done defining the call handling condition, you may proceed to define the call handling action of your rule.

[Back to Define Conditions]

Caller ID 

Step 1:

Select Caller ID and then, click Next.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Select Caller ID

Step 2:

Enter the phone number to use. You can use a partial number, such as just the area code. Click Add when done.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Caller ID - Type Phone Number

Contacts from your address book can also be found by simply starting to type their names or numbers.
Click the phone number to add it to the list.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Caller ID - Type Name

NOTE: You can add multiple Phone Numbers if needed.

Step 3:

Click Next. You can click on the trash bin User-added image icon if you want to delete a Phone Number or contact name.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Caller ID - Add Number - Click Next

NOTE: You will see this notification when a Phone Number has not been added. Make sure you have added a Phone Number before clicking Next. 

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Caller ID - Alert Notification

Step 4:

Review the Conditions Summary. If you need to modify your entry, click the RC - Shared Lines - Call Handling - Advanced Rule - Gear Icon icon. Once the settings are correct, click Next.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - CallerID - Review Conditions Summary

When you are done defining the call handling condition, you may proceed to define the call handling action of your rule.

[Back to Define Conditions]

Called Number 

Step 1:

Select Called Number. Click Next.

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Step 2:

Tick the check box next to the number/s from your account which will handle this custom rule.
Click Next to continue.

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

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Called Number - Select Number/s

Step 3:

Review the Conditions SummaryIf you need to modify your entry, click the RC - Shared Lines - Call Handling - Advanced Rule - Gear Icon icon. Once the settings are correct, click Next.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Called Number - Review Conditions Summary

NOTE: You will see this notification when there's no phone number/s selected. Make sure you tick the checkbox/es first before clicking Next.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Called Number - Alert Message

When you are done defining the call handling condition, you may proceed to define the call handling action of your rule.

[Back to Define Conditions]

[Back to Advanced Settings steps]

Define Call Handling 

Defining the call handling action sets the next course for incoming calls that match the condition at this point. The calls can be either be forwarded as a regular call to the group, or it can be sent directly to your voicemail without going through the greeting settings when you don't pick it up. You can also set the caller to hear an announcement and end the call afterwards. Moreover, the call can also be configured to be forwarded to any extension when no one is available to answer.

Select action to take when incoming calls match this rule:

i. Regular call to the group - This action transfers a call to phones in the shared lines group. You can enable (On) or disable (Off) Group GreetingCall Handling, and Messages 

ii. Play Announcement Only - This option plays a pre-recorded announcement and end the call afterwards.

iii. Take Messages Only - Choosing this action will send your callers directly to the voicemail.

iv. 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.

Regular call to the group

Under this call handling action, you can customize the following:

advanced call handling define call regular call

• GreetingWhen On, callers will hear a group-wide greeting before being connected to a shared line in the group.
• Call HandlingIncoming calls will hear the selected music whenever the connection takes more than a moment to complete.
• MessagesWhen enabled, callers will be able to leave a message to a particular extension you set. If disabled, it lets you set an unavailable greeting to your callers.

To disable a setting, you have to click its name and select the Off radio button. 

If you want to keep the default settings for Greeting, Call Handling, and Messages, click Done.

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Greeting

To disable this setting, select the Off radio button. 
To customize your geeting, click Set Greeting, and then 
select your preferred type of greeting.

Admin Portal - Shared Lines - Call Handling - Advanced Settings - Regular Call - Group greeting setup

Default

Select Default and then, click Save.

NOTE:  You can also change the display language of your greeting. Click the  View In drop-down menu and click your desired language. This allows you to select your own language to display the default greeting text. Your selection only affects your current view of the greeting text, it will not change the Greetings Language setting.

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Once set, you may proceed to Call Handling.

Custom

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You can then select and set your greeting from the following custom options:

  • Record Over the Phone
  • Record Using Computer Microphone
  • Import

Record Over the Phone

This option allows you to enter your phone number or any number so the system can can call you. The automated call will provide you instructions to record your greeting over the phone.

Select a number RingCentral will call from the Call me at drop-down list.
If you prefer RingCentral to call you on a different number instead, select the box below the drop-down list then enter the number.

Click Call Now. RingCentral will dial the number you indicated. 

Follow the voice prompt to Record and Save your custom greeting.

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If your preferred number is not listed, select the other radio button, then type the phone number inside the text box.
Admin Portal - Shared Lines - Call Handling - Define Call Handling - Regular Call to the Group - Set Greeting - Set Custom Greeting - Record Over the Phone - Select Number to Call - Type a Phone Number

Click Save when done.

[Back to Regular call to the group custom Greetings]

After setting your custom group greeting, you may proceed to Call Handling.

Record Using Computer Microphone

Step 1:

Click Record to begin recording your custom greeting using your computer's microphone.

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NOTE:  You may need to enable the microphone settings in your browser to record your voicemail greeting.

Step 2:

Click Record once more 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 Save.

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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.

[Back to Regular call to the group custom Greetings]

After setting your custom group greeting, you may proceed to Call Handling.

Import

Import lets you upload a pre-recorded audio file stored on your computer.

Step 1:

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

Recommended files are:
• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

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Step 2:

Click Attach to upload the file.

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Step 3:

Click Save once 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.

[Back to Regular call to the group custom Greetings]

After setting your custom group greeting, you may proceed to Call Handling.

Call Handling

Step 1:

Click Call Handling. To disable this setting, select the Off radio button.  To customize, click Set Audio.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Set Call Handling - Click Call Handling

Step 2:

You may select from any of the following options. Click Done once finished.

a. Ring Tones
b. Music
c. None
d. Custom

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Set Call Handling - Set Audio Options

After setting your custom group call handing, you may proceed to Messages.

Messages

Step 1:

Click Messages, and then click Voicemail Greeting.

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Step 2:

Select your preferred type of greeting.

Default

Select Default, and then click Save.

NOTE:  You can also change the display language of your greeting. Click the  View In drop-down menu and click your desired language. This allows you to select your own language to display the default greeting text. Your selection only affects your current view of the greeting text, it will not change the Greetings Language setting.

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Custom

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You can then select and set your greeting from the following custom options:

  • Record Over the Phone
  • Record Using Computer Microphone
  • Import

Record Over the Phone

This option allows you to enter your phone number or any number so the system can can call you. The automated call will provide you instructions to record your greeting over the phone.

Select a number RingCentral will call from the Call me at drop-down list.
If you prefer RingCentral to call you on a different number instead, select the box below the drop-down list then enter the number.

Click Call Now. RingCentral will dial the number you indicated. 

Follow the voice prompt to Record and Save your custom greeting.

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If your preferred number is not listed, select the other radio button, then type the phone number inside the text box.

Admin Portal - Shared Lines - Call Handling - Define Call Handling - Regular Call to the Group - Set Greeting - Set Custom Greeting - Record Over the Phone - Select Number to Call - Type a Phone Number

Click Save when done.

[Back to Messages custom Greeting]

When you are done setting your greeting, you may proceed to the next step.

Record Using Computer Microphone

Step 1:

Click Record to begin recording your custom greeting using your computer's microphone.

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NOTE:  You may need to enable the microphone settings in your browser to record your voicemail greeting.

Step 2:

Click Record once more 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 Save.

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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.

[Back to Messages custom Greeting]

When you are done setting your greeting, you may proceed to the next step.

Import

Import lets you upload a pre-recorded audio file stored on your computer.

Step 1:

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

Recommended files are:
• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

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Step 2:

Click Attach to upload the file.

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Step 3:

Click Save once 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.

[Back to Messages custom Greeting]

When you are done setting your greeting, you may proceed to the next step.

Step 3:

When you are done setting your greeting, click Message Recipient.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Messages - Click Message Recipient

Step 4:

Select the radio button next to the extension you want to assign as the voicemail recipient. Click Save.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Messages - Message Recipient - Select Extension

Step 5:

Click Done.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Click Done, Setup Finished

You  have successfully set up your custom rule, using Regular call to the group. Click Add Rule to add another rulor click Done to exit the screen.

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[Back to Define Call Handling]

Play Announcement Only

The next steps will help you review and configure the settings for this action.

Step 1:

Click Play Announcement Only, and then click Greeting.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Play Announcement Only - Click Greetin

NOTE:  If you want to keep the default setting instead, click Done.

Step 2:

Select your preferred type of greeting.

Default

Select Default, and then click Save.

NOTE:  You can also change the display language of your greeting. Click the  View In drop-down menu and click your desired language. This allows you to select your own language to display the default greeting text. Your selection only affects your current view of the greeting text, it will not change the Greetings Language setting.

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Custom

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You can then select and set your greeting from the following custom options:

  • Record Over the Phone
  • Record Using Computer Microphone
  • Import

Record Over the Phone

This option allows you to enter your phone number or any number so the system can can call you. The automated call will provide you instructions to record your greeting over the phone.

Select a number RingCentral will call from the Call me at drop-down list.
If you prefer RingCentral to call you on a different number instead, select the box below the drop-down list then enter the number.

Click Call Now. RingCentral will dial the number you indicated. 

Follow the voice prompt to Record and Save your custom greeting.

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If your preferred number is not listed, select the other radio button, then type the phone number inside the text box.

Admin Portal - Shared Lines - Call Handling - Define Call Handling - Regular Call to the Group - Set Greeting - Set Custom Greeting - Record Over the Phone - Select Number to Call - Type a Phone Number

Click Save when done.

[Back to Play Announcement Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Record Using Computer Microphone

Step 1:

Click Record to begin recording your custom greeting using your computer's microphone.

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NOTE:  You may need to enable the microphone settings in your browser to record your voicemail greeting.

Step 2:

Click Record once more 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 Save.

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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.

[Back to Play Announcement Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Import

Import lets you upload a pre-recorded audio file stored on your computer.

Step 1:

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

Recommended files are:
• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

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Step 2:

Click Attach to upload the file.

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Step 3:

Click Save once 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.

[Back to Play Announcement Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Step 3:

Click Done.

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You  have successfully set up your custom rule, using Play Announcement Only. Click Add Rule to add another rulor click Done to exit the screen.

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[Back to Definine Call Handling]

Take Messages Only

The next steps will help you review and configure the settings for this action.

Step 1:

Click Take Messages Only, and then click Voicemail Greeting.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Play Announcement Only - Click Greetin

NOTE:  If you want to keep the default setting instead, click Done.

Step 2:

Select your preferred type of greeting.

Default

Select Default, and then click Save.

NOTE:  You can also change the display language of your greeting. Click the  View In drop-down menu and click your desired language. This allows you to select your own language to display the default greeting text. Your selection only affects your current view of the greeting text, it will not change the Greetings Language setting.

User-added image

Custom

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You can then select and set your greeting from the following custom options:

  • Record Over the Phone
  • Record Using Computer Microphone
  • Import

Record Over the Phone

This option allows you to enter your phone number or any number so the system can can call you. The automated call will provide you instructions to record your greeting over the phone.

Select a number RingCentral will call from the Call me at drop-down list.
If you prefer RingCentral to call you on a different number instead, select the box below the drop-down list then enter the number.

Click Call Now. RingCentral will dial the number you indicated. 

Follow the voice prompt to Record and Save your custom greeting.

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If your preferred number is not listed, select the other radio button, then type the phone number inside the text box.

Admin Portal - Shared Lines - Call Handling - Define Call Handling - Regular Call to the Group - Set Greeting - Set Custom Greeting - Record Over the Phone - Select Number to Call - Type a Phone Number

Click Save when done.

[Back Take Messages Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Record Using Computer Microphone

Step 1:

Click Record to begin recording your custom greeting using your computer's microphone.

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NOTE:  You may need to enable the microphone settings in your browser to record your voicemail greeting.

Step 2:

Click Record once more 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 Save.

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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.

[Back Take Messages Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Import

Import lets you upload a pre-recorded audio file stored on your computer.

Step 1:

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

Recommended files are:
• CCITT u-Law (G711a), 8kHz, 8 bit, mono
• PCM, 8kHz, 16 bit, mono

User-added image

Step 2:

Click Attach to upload the file.

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Step 3:

Click Save once 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.

[Back Take Messages Only custom Greetings]

When you are done setting your greeting, you may proceed to the next step.

Step 3:

Click Message Recipient.

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Step 4:

Select the radio button next to the extension you want to assign as the voicemail recipient. Click Save.

Admin Portal - Shared Lines - Call Handling - Add Advanced Rule - Define Call Handling - Regular call to the group - Messages - Message Recipient - Select Extension

Step 5:

Click Done.

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You  have successfully set up your custom rule, using Take Messages Only. Click Add Rule to add another rulor click Done to exit the screen.

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[Back to Define Call Handling]

Unconditional Forwarding

Enter a different phone number where you want your incoming calls forwarded, and then click Done.

Admin Portal - Shared Lines - Call Handling - Add   Advanced Rule - Define Call Handling - Unconditional Forwarding - Type Phone Number

You  have successfully set up your custom rule, using Unconditional Forwarding. Click Add Rule to add another rulor click Done to exit the screen.

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[Back to Define Call Handling]
 

See Also:

Setting Up Call Handling for Business Hours and After Hours of a Shared Lines group
Shared Lines Overview
Using the Shared Lines feature

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