10/13/20 17:55 PM  

Set up Company Custom Answering Rules

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SummaryMulti-condition advanced call handling or custom answering rules offer powerful call management capabilities using conditions based on time of day, date range, incoming caller ID and called number. Custom Call Handling Rules are applied before the Business Hours and After Hours rules.
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To go to the section where you can configure custom Advanced Call Handling Rules, follow the steps below:
  1. Log in as an Administrator to your RingCentral Online Account.
  2. On the Admin Portal page, click Phone System.
  3. Go to Auto-Receptionist > General Settings > IVR Settings.
  4. Under Custom Answering Rules, click Custom Rule.
  5. Click Add Rule.

You will have the option to add custom Call Handling rules based on the following:

  • Date and/or Time
  • Caller ID
  • Called Number

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 up vacation and holiday schedules.

You will be asked to select when the rule should be active. Your options are Weekly Schedule, and Specific Date Range.

Weekly Schedule

Choose this option to handle calls a certain way on the same days and times each week. If your Custom Rule's time range crosses past midnight it is best to set this manually per day that the rule will apply instead of using the Copy to Weekdays link.

Click Weekly Schedule, and then select the days and time when the rule should be applied every week. Click Next. You may also click on the drop down menu, and select if you would like to Copy to Weekdays or Copy to All Days your schedule.

Specific Date Range

Choose this option 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.

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.)

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. You can add multiple Caller IDs on the list. To delete an entry, click the X icon.

Once done, click Next.

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.

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. Once done, 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

  1. Select Play company greeting, and the click Set Greeting to set up what your callers will hear.
  2. When you click Set Greeting, you will be able to see the default greeting that RingCentral will play to your callers. Click Custom to use your own greeting. You can record the custom greeting over the phone, or by using your computer microphone. You can also upload an audio file.
  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. See The Operator Extension, for more information about the Operator Extension. Under If caller enters no action, select Connect to Operator, and then click Done.
    • Disconnect - 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

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 that you've created. You can create either a User Extension, Shared Line, Call Queue, IVR Menu, Message-Only Extension, or Announcement-Only Extension.

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

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:

  1. Log in as an Administrator to your RingCentral Online Account.
  2. On the Admin Portal page, click Phone System.
  3. Select Auto-Receptionist and click IVR Settings.
  4. Click Custom Rule under Custom Answering Rules.
  5. Select the rule that you wish to modify. Click the slider icon to Disable the selected rule and select Edit to update it.

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

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. You will need to update those rules that show errors. After making the necessary changes you will be prompted that the rules are now set correctly.

TitleSet up Company Custom Answering Rules
URL NameAdding-Custom-Rules-More-Option
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