Intro to Call Handling and Forwarding

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The Call Handling and Forwarding is the section of your online account that allows you to set-up call routing rules for yourself & your users.  It offers flexibility on how you want your calls to be handled during business hours, after hours or multiple condition rules. There are multiple ways to use this depending on your business needs.  Here are some basics ways.
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Kim, Alum

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Posted 2 years ago

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Situation A:
Lise Smith has one deskphone at her office and one at home from when she works remotely.  Below both phones are Active, set to ring for 20 seconds (which is about 4 rings), and set to ring Simultaneously due to the fact she is always switching between two locations.  This setup can also apply to someone who has two offices, maybe one office in CA and one in NYC.  

If Lise does not want the "home" phone to ring while she's not there as to not bother her family, she can simply login online and turn the phone from Active to Inactive. 

Notice she has "Desktop App & Smartphone turned Off" as she does not want to use those products at this time, but she can switch them to ON at anytime she wants to use them. 

(Edited)
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Situation B: 
Lise Smith sometimes works in the field or when is not at her desk, she still wants to receive her calls. Here she has her office/home grouped (selecting Creating RingGroup) together to ring simultaneously, and if she does not answer those, she wants the call to roll (forward) to her cell phone. She has this set to ring sequentially (in the fixed order). Meaning it will ring the 1st device (or devices that are grouped together), then roll to the next device. 

Because the Home/Office are grouped they will ring simultaneously even though the extension is set to sequentially

(Edited)
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Situation C: 
Lise uses the Desktop App/Smartphone, along with 2 physical devices. She has this setting turned ON and set to 0 rings before forwarding, meaning she wants the mobile app/desktop app to ring "at the same time" as her physical phones. 

(Edited)
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Situation D: 
Lise has a family vacation coming up so she set's up an Advanced Rule.   
The benefits of the setting up an Advanced Rule for any time off is that you can set it for a specific date range.  This will prevent you from forgetting to turn off your rule when you return from vacation. You can set these for every holiday for the year ahead of time. 

Advanced Call Handling Rules can be set:
  • Take Messages Only: route directly to your voicemail.  You can record the custom voicemail under Advanced Rules that way you don't have to record over your already set one. Again - preventing you from forgetting to change it when you return. 
  • Forward Calls to another user who will be taking your calls when you are out.
  • Play Announcement and disconnect without accepting voicemail.
  • Unconditionally Forward: to an answering service, your home, or other. 




(Edited)
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Often times it can be confusing as to when/where to use Sequentially or Simultaneously ring sequences. 
  • Sequentially applies to in a fixed order of the list of devices under Then forward calls to. This can be used if you want the deskphone to ring first, then roll over to your mobile phone or another user. 
  • Simultaneously means anything under Then forward calls to will ring at the same time. This can be used if you want your desktphone to ring the same time as another user.  This is a great tool for when you have 2 desks on your receptionist desk. 


(Edited)

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