08/31/18 03:37 AM  

Advanced Call Handling - Set Custom Rule Based on Incoming Caller ID | RingCentral

« Go Back

Article

 
SummarySetting up a rule based on Incoming Caller ID can be configured in your online account's Advanced Call Handling section. This rule will help Administrators and Users manage calls based on the caller ID of the party calling in.
Details

 

Advanced Call Handling - Set Custom Rule Based on Incoming Caller ID

IMPORTANT: Custom Answering Rules are applied before the Business Hours and After Hours rules.

1. Log in to your RingCentral Online Account as an Administrator.

2. Click Users located on the right of Phone System.

3. Click the name of the user or extension where you want to add a rule.

4. Go to Call Handling & Forwarding >  Advanced tab.

5. Click Add Rule.

click add rule

6. Enter the Name for the rule and then click Next.

7. Check the box for Caller ID and 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. 

call handling options

8. Enter the phone number or Contact Name and click Add. You can add multiple numbers/contacts on this list.

9. Click Next.

10. Configure the Call Handling for your custom Caller ID rule. Follow the step-by-step on-screen instructions.
 

ActionDescription
Forward CallsSelect if you want to forward the call to multiple phone numbers in a specific order and have your RingCentral greeting settings apply.
Take Messages OnlySend callers to voicemail.
Play Announcement OnlyPlay a pre-recorded announcement and end the call afterwards.
Unconditional ForwardingSelect if you want to forward the call to a different phone number without having to go through your RingCentral greeting settings. This option is good when you want the call to go directly to your personal voicemail when you don't pick-up.
 

Forward Calls 

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

2. Click Screening, Greeting and Hold Music, and configure your preferred settings.
NOTE: You can click on the information button User-added image to know more about these settings, or go to Call Screening - Admin | Setup a User's Call Screening | RingCentral.

3. Click Call Handling & Forwarding, and configure your preferred settings.

NOTE: You can click on the information button User-added image to know more about these settings, or go to Configure User and After Hours - Admin | RingCentral.

​4. Click Messages, configure your preferred settings, then click Done.

5. Click Save. The custom rule that you created will be listed under the Advanced Call Handling rules. 
 

Take Messages Only

This option will send your callers directly to your voicemail.

1. Select Take Messages Only.

2. Default Voicemail Greeting
"Your call has been forwarded to the voicemail for <your name>. No one is available to take your call. At the tone, please record your message. When you've finished recording, you may hang up or press the # key for more options."

Click Edit under Voicemail Greeting to configure what your callers will hear before they leave their voice message.

NOTE: You can keep the default greeting, or you can customize by recording your own greeting or by uploading a pre-recorded audio file. For instructions, go to Voicemail - Setup User's voicemail greeting | Admin | RingCentral.

3. The voicemail messages are saved in your mailbox by default. If you want to save your voicemail message in another Extension's mailbox, select the name of the Extension that will receive your voicemail messages, and then click Save.

4. Click Save. The custom rule that you created will be listed under the Advanced Call Handling rules. 
 

Play Announcement Only

Play a pre-recorded announcement and end the call afterwards.
 
1. Select Play Announcement Only
 
NOTE: The Default Announcement says "No one is available to take your call. Thank you for calling. Goodbye!". If you want to use the default announcement, click Done. If you want to use your own announcement, proceed to Step 2 below.
 
2.  Click Edit under Announcement Greeting

3. Click Custom. There are 3 ways to customize the Announcement. Follow the on-screen steps to continue with your selected option.
• Record Over the Phone
• Record Using Computer Microphone
• Import 
4. Click Save.
 

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.
 
1. Select Unconditional Forwarding
 
2. Enter the phone number on the field provided, and then click Save



See Also:

Call Handling & Forwarding Overview
Advanced Call Handling - Set up Custom Holiday Hours | RingCentral

Ranking
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information