Using Answering Rules

Create Answering Rule

1. Log in to the Manager Portal 
2. Navigate to Users
   NOTE: Basic Users will navigate to Answering Rules and proceed to step 5.
   
3. Click on the user to update 
4. Go to the Answering Rules tab
   
5. Set the Ring for time. This is how long the user's extension will ring when called.
   NOTE: 1 ring = 5 seconds. The standard time is 6 rings or 30 seconds.
   Also when redirecting calls externally (to Off-Net), please take note that certain mobile carriers may not respond when ‘ring for’ timer is below 30-35 seconds. So it is advisable to adjust the 'ring for' timer to 35-45 seconds, this ensures the recipient of the call to respond or even reach to their voicemail. This also avoids the "you have entered an invalid destination number" prompt.
   
6. To modify an existing rule, click the pencil icon next to it. To create a new rule, click Add Rule
   
7. If creating a new rule, select a Time Frame 
8. Configure the options as desired according to the Answering Rule Options 
9. Click Save
   
10. To sort the rule, click and drag over the arrow icons
    
11. Click Save to Apply Changes
    
12. The current rule will then appear with a blue Active tag beside it
    

Notes on Answering Rules

In both users and system users, you can edit their Answering Rules…

Using Answering Rules, one can block certain callers or change call routing based on different ‘rules’… these rules are processed using multiple avenues of logic: the order (hierarchy) of the rule in the Answering Rules table, the time frame of the rule, whether the rule is "enabled/disabled", and by how call forwarding is configured.

Ultimately, the most important idea to remember is that enabled Answering Rules operate on a hierarchy; if there is a conflict or overlapping of time frame rules, then the system will always choose the rule that is listed higher in the Answering Rules table.

Ordering & Time Frame Logic -

When the system recognizes that the time frame logic has been met for a particular rule, it will automatically mark the rule as "active" in the table. An "active" rule is not a manual choice to check and uncheck. However, if there are conflicting rules that overlap time frames, then users will have the option to toggle between the conflicting rules on their Home page. If there are conflicting rules, then the rule that is higher in the table will be the one that is followed.

For example, imagine a rule set to simultaneously ring X, Y, and Z during business hours and business hours are set to Monday-Friday, 8AM-5PM (configured on the "time frame" page). Next, create a holiday schedule time frame for New Year's Day to route calls directly to this user's voicemail box. Set the exact day that New Year's will fall on.

What if the Holiday falls on a Monday-Friday? -

Notice the picture above -  If the "holiday schedule" rule is below the "business hours" rule, then the "business hours" rule would automatically be set to "active" even on New Year's Day. The order in this table matters. The correct order, in order to respect the holiday falling on a weekday, would be as follows, with the holiday above any conflicting rules. When the holiday occurs, the system will recognize the "Holiday Schedule" time frame first, automatically mark it "active", and follow the corresponding rule.

Enabled / DND / Call Screening -

Answering Rules can be effectively disabled by dragging them to the bottom of a list of rules that have conflicting time frames. Alternately, uncheck the "Enabled" box (when editing or adding a rule). Unchecking this box will mark the rule with a "Disabled" tag in the table.

"Do not Disturb" will route all inbound calls to the user's voicemail box. It will grey out all other choices in the modal.

"Call Screening" prompts the caller to record their name. Then the user can listen to the recorded name and decide whether or not to answer the call. If the user declines the call, the caller is sent to the user's voicemail box.

Call Screening can be used in conjunction with simultaneous ringing, just ringing the user's extension, or call forwarding.

Answering Rules can be configured for call forwarding. The following options are available while editing a rule or creating a new rule.

Lastly, Answering Rules can be configured for simultaneous ring (with additional options) or to just ring the user's extension.

The concept of Simultaneous Ring applies to devices only (extensions, phones, and numbers) and not as a catch-all for other users.

For more information on Call Forwarding please use this article.

Answering Rule Options