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.
Details
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.
 
how advance call handling works

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 Define the Call Handling Rule Disable or Delete an Advanced Call Handling Rule
Validate Rules

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:

On the Admin Portal page, click Phone System.

setup advance call handling - click phone system

Step 3:

Select Auto-Receptionist and click IVR Settings.

setup advance call handling - IVR Settings

Step 4: 

Click Custom Rule under Custom Answering Rules.

setup advance call handling - click custom rule

Scroll down to continue, or go back to the menu.

Custom Rule Conditions

Clicking on Custom Rule under the IVR Settings section of your account gives you the option to add custom Call Handling rules based on the following:
 

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

The Date and/or Time 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.

Step 1:

Click Add Rule.

advance company call handling - add rule

Step 2:

Enter Your Rule Name, and then click Next.

advance company call handling - enter rule name

Step 3:

Select Date and/or Time.

advance company call handling - select date and or time

Step 4:

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.
 
Click Weekly Schedule, and then select the days and time when the rule should be applied every week. Click Next

advance company call handling - weekly schedule

NOTE: Click on the drop down menu advance company call handling - drop down menu , select if you would like to Copy to Weekdays or Copy to All Days your schedule.

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Specific Date Range

Select Specific Date Range to handle calls differently for holidays, vacation, or other specific dates.
 
Select Specific Date Range, select the Date and Time when the rule will be applied, and then click Next.

advance company call handling - specific date range

advance company call handling - select specific date and time

advance company call handling - select date and or time2

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Caller ID

The Caller ID 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.)

Step 1:

Step 2: 

Click Add Rule.

advance company call handling - add rule2

Step 3:

Enter Your Rule Name, and then click Next.

advance company call handling - enter Rule Name

Step 4:

Select Caller ID and 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 X icon.

advance company call handling - enter caller ID

Once done, click Next.

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Called Number

The Called Number rule is based on the phone number your clients dialed; for example, a phone number you are using for a customer promotion campaign.

Step 1:

Step 2: 

Click Add Rule.

advance company call handling - add rule3

Step 3:

Enter Your Rule Name, and then click Next.

Step 4:

Select Called Number and then click Select Number.

advance company call handling - called number

Step 5: 

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 Save to continue.

advance company call handling - select called number

Step 6:

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 Set Greeting to set up what your callers will hear.

advance company call handling - play company greeting

Step 2: 

When you click Set 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 (3) ways to customize the company greeting: Record Over the Phone and Import (which means to say to upload a .WAV or .MP4 file).

advance company call handling - default or custom greeting

advance company call handling - custom greeting options

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.

advance company call handling - connect to operator
 
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.

advance company call handling - Disconnect
 

Connect Directly to Extension

When you choose Connect directly to extension or Bypass greeting to go to extension, your callers will be routed directly to an extension.

Step 1:

Click Select Extension.

advance company call handling - click select extension

Step 2:

Select the extension where you want your calls to be routed and then, click Done.

advance company call handling - select the specific extension
 

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:

On the Admin Portal page, click Phone System.

setup advance call handling - phone system2

Step 3:

Select Auto-Receptionist and click IVR Settings.

setup advance call handling - click IVR Settings

Step 4: 

Click Custom Rule under Custom Answering Rules.

setup advance call handling - custom rule

Step 5: 

Select the rule that you wish to modify. Click the advance company call handling - click to disable rule icon to Disable the selected rule and select Edit to update it.

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

advance company call handling - disable, edit and delete rule

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

advance company call handling - confirm delete

Validate Rules

The Validate Rules feature helps determine that the Enabled rules have no duplicates or are not out of date. Click Validate Rules to verify if your created rules have no issues or does not conflict with other rules.

advance company call handling - validate rule

Below are the validated rules and shows that one of the created rule is out of date, while the 2 other rules displays that they are duplicates. You will need to update those rules that shows an error.

advance company call handling - validated rule

After making the necessary changes you will be prompted that the rules are now set correctly.

validated rules - no error
 
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