Advanced Rules: Advanced Call Handling Rules Order for Precedence

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  • Updated 3 years ago
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I would imagine this would be a helpful feature. I have three sites, the two aside from our main office have a direct number setup to a call queue but the number was converted to an auto-receptionist. We have advanced rules setup on the auto-receptionist to take calls diverted to one of their direct numbers and forward them to the queues instead of going through the menus. We also have a handful of pre-configured rules for all of the holidays that our offices are closed with specialized greetings. I've recently learned that the called-number rules take precedence over any date rules. This means that I now have to create those holiday greetings not only on the main number but on both of the other site's call queues. These is a lot of extra unnecessary work.

The feature I'm requesting is the ability to order rules so they're processed in a top-down order. In these scenario I could place all of my holiday rules before my two site rules and only have to make them once. This would work similar to the call handling ordering on individual user extensions.
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Posted 5 years ago

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Michel, Champion

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I currently have several sites that require different advanced rules for after-hours and business-hours - this works great, but I now need to add another rule for the same handling as the after-hours rule during the lunch hour (12:00 - 1:00).  

I need to be able to set a precedence on the user-ext advanced rules, otherwise there is no logic indicating which rule will be used (ie. business-hours rule OR lunch-hour rule)?   I noticed that the rules seem to auto-sort themselves alphabetically, but when I call RC support they indicate that there is no logic of precedence so we should always setup rules that do not conflict or have any overlap.  

So as a workaround I now have to setup 4 separate rules for after-hours, morning, lunch, and afternoon.  I also have to change all 4 rules whenever there is a time change for the office.   With precedence I would only change one rule as required.

Also, when I want to apply a holiday rule for a user-ext (closed on a normally open day), I cannot.  The only method I see currently is that I would have to delete all my current rules, apply a new rule for that day, 
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Elliot Beaudoin, Alum

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Elliot from RingCentral Product Management here. 

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