05/25/18 00:19 AM  

Admin: Call Handling & Forwarding Overview

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SummaryThe Call Handling and Forwarding is the section of your online account that allows you to set-up call routing rules for Users. It offers flexibility on how you want your calls to be handled during business hours, after hours or multiple condition rules. This article discusses the settings you can configure under Call Handling & Forwarding as an Administrator and links to other Call Handling & Forwarding content. For User steps on Call Handling & Forwarding configuration, go to:
Details


Admin: Call Handling & Forwarding Overview


1. Go to Users. On the User list, select the user that you want to configure.

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2. Go to Call Handling and Forwarding. Select the tab that you want to configure.

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On this article:
User Hours - Select this to configure your Call Handling and Forwarding during your User Hours.
After Hours - Select this to configure your Call Handling and Forwarding during your After Hours.
Advanced - Select this to configure Advanced Call Handling and Forwarding and create Custom answering rules.
Settings - Select this to configure your Incoming call information and Call Flip settings.

On other articles:

User and After hours
User: Configure User and After hours

Call Flip
Admin: Configure a User's Call Flip Settings
User: Configure Call Flip Settings

Incoming Call Information
Setting up a User's Incoming Call Information
User: Configure Incoming Call Information

Call Forwarding

Admin: Configure a User's Call Forwarding
User: Configure Call Forwarding
Call Forward for unreachable phone

 

User Hours

 
Decide how you want your calls answered during User Hours.

NOTE: If you want to configure your User and After Hours schedule, go to  User: Configure User and After hours

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Incoming Calls Forward in this Order
 
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 by choosing Simultaneously.

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

9.3 callhandlingforwarding6

For more information on this feature go to
Admin: Configure a User's Call Forwarding
User: Configure Call Forwarding

Create Ring Group - Use this feature to group numbers and allow them to ring at the same time. Check the box beside the numbers you want to select and click Create Ring Group. Click Ungroup to ungroup the numbers.

Add Call Forwarding Phone - Click this button to add another phone number. 

Forward to Other's Phones - Click the kebab button beside Add Call Forwarding Phone to open this option and select from a list of other user's numbers.

Call Forward for Unreachable Phone - This option when enabled will allow calls to be forwarded when the user extension phone is unreachable. Please note if you have call forwarding to any PSTN number this option will not be usable. For more information go to Call Forward for unreachable phone.
 

After Hours

 
Decide how you want your calls answered during After Hours.

NOTE: If you want to configure your User and After Hours schedule, go to User: Configure User and After hours

Send Callers directly to voicemail - Select if you want calls to go directly to your voicemail.

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Play announcement and disconnect - Select if you want to play a recorded greeting, then immediately hang up.

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Forward Calls - Select if you want to forward the call to multiple phone numbers in a specific order and have your greeting settings apply.

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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.

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Advanced


You can create custom rules for special routing during holidays or specific times of the day (e.g. lunch break) or for special callers. For more information on this feature go to Admin: Set up the Advanced Call Handling feature

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Add Rule - Click button to add a custom answering rule. 
Apply Template - Click button to open a list of your templates. Changes from a selected template will be reflected in the user's overall settings. 
Validate Rules - Click button to check enabled custom answering rules for any misconfiguration or for conflicts with other custom answering rule.
 

Settings


You can configure your Incoming Call Information and Call Flip settings.

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Incoming Call Information - Configure your Displayed Incoming Caller ID and announcement. For more information on setting this up go to
Setting up a User's Incoming Call Information
User: Configure Incoming Call Information


Call Flip - Call Flip lets you transfer a live call from phone to phone without any interruption to the call. Hold your mouse on the row, drag and drop the row to change the Flip Number assigned to the phone number. When you are on a call, press ∗ and the Flip Number to transfer the call to another phone number below. For more information go to
Admin: Configure a User's Call Flip Settings
User: Configure Call Flip Settings
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