What Are Answering Rules?
Answering rules control what happens when someone calls your extension. They determine how long your phone rings, where calls are forwarded, and whether multiple devices ring at the same time. Rules can be set to apply at all times or only during specific time frames such as business hours or after hours.
Accessing Answering Rules
- Log into the portal using your extension and domain as the username.
- Click on Answering Rules from the main navigation.
Editing an Existing Rule
- Click the pencil icon to the right of the rule you want to edit.
- Configure the ring behavior. The available options are:
- Simultaneous Ring: Rings all registered devices at the same time. This is the standard setting for most users.
- Forward Always: Immediately redirects all calls to another extension or external number without ringing your phone.
- Do Not Disturb: Sends all calls directly to voicemail or the next step in your call flow.
- Only Ring Primary Deskphone: Rings only your main registered desk phone, ignoring softphone or mobile clients.
- Set the ring timeout, which is how many seconds the phone rings before following the next step in the rule.
- Click Save when finished.
Adding a New Rule
- Click the Add Rule button on the Answering Rules page.
- Select the time frame during which this rule should apply, such as Business Hours or After Hours.
- Configure the ring behavior as described above.
- Click Save.
Rules are applied in order from top to bottom. The first rule whose time frame matches the current time will be used. Rules can be reordered by dragging them up or down the list.
Using Time Frames
Time frames define when a rule is active. Common time frames include Business Hours, After Hours, and Holiday. If a time frame you need does not exist, contact support to have it created. Once set up, you can assign it to any answering rule and the system will automatically switch between rules based on the time of day and day of the week.