11
Answering Rules
Answering rules are individual extension’s call routing, as each rule states how a call should be routed for that extension. Answering rules are time frame activated and the active time frame will determine the rule to follow. Multiple rules can fall within the same time frame, so the answering rules follow a top-down order, the rule is at the highest location with an active time frame will be followed by the phone system.
An answering rule is made up of two parts:
Time Frames
Determines when a rule will be active.
Call Routing
Determines how a call will be routed.
For Your Extension
This article assumes you are logged into the Manager Portal as an Advanced User or higher.
If you do not have an Answering Rules tab, or need assistance with updating your answering rules, please contact CallHarbor Support, including:
- Your Name
- Your Extension
- Your Company Name
- Timeframe
- Call Routing
Create the Time Frame
1. Click Time Frames
2. Click Add Time Frame
3. The Add a Time Frame popup window will open
4. Enter a Name for the time frame and select the time frame type:
- Always - all the time
- Days of the Week - a weekly schedule for days of the week and optional start/end times of the day
- Specific Dates - exact dates and times, with the option to create multiple specific dates
- Holidays - select from a list of local and international holidays with an optional choice to recur
- Custom - combine days of the week, specific dates, and holidays all together to suit any time frame need
5. Click Next
6. Enter the correct time settings based on the time frame type select
If using Specific Dates, add each date for the time frame to be active as an individual date. Date ranges (such as 03/24 - 03/27) may cause the time frame to not go into effect.
7. Once all the information is entered for the time frame, click Save. The time frame will appear in the Time Frames list
Cancel will disregard the changes.
For more information on timeframes and setting the different types, please click here.
Create the Answering Rule (Call Routing)
1. Click Answering Rules
2. Click Add Rule
3. The Add an Answering Rule popup window will open
4. Select the timeframe just created from the timeframe drop-down
5. Set the call routing that should occur when the rule is active:
Call Forwarding
- Always - forward all calls to the extension or phone number entered
- On Active - if the user is on a call, then it is forwarded to the specified destination.
- When busy - forward if there are no available call paths. It is only an available option when "just ring user's extension" is selected and not when "simultaneous ring" is selected.
- When unanswered - forward if the user's no-answer timeout expires
- When offline - forward if the user is offline
Simultaneous Ring
- Simultaneous Ring - ring multiple devices and/or phone numbers at one time
- Include user's extension - ring the main device only. This would not include alphanumeric devices (such as web phone)
- Ring all user's phones - ring all devices that are registered, including alphanumeric devices (such as web phone)
- Answer confirmation for offnet numbers - Check this box to receive an audio confirmation when the call is answered by an off-net number ("press 1 to accept this call").
- Textbox - add in specific devices, other extensions, or phone numbers that should also ring
- Just ring user's extension - ring the main device only. This would not include alphanumeric devices (such as web phone)
To learn more about the answering rule options, please click here.
For information on enabling Do Not Disturb, please click here.
6. Once the call routing settings are selected, click Save. Cancel will disregard the changes.
7. If necessary, rearrange the answering rules. After rearranging, Save the changes. Cancel will disregard the changes.
Multiple rules can fall within the same timeframe, so the answering rules follow a top down order, which ever rule is at the highest location with an active timeframe will be followed by the phone system.
8. To increase the answer timeout, use the 'Ring for <num> seconds' drop-down
For Another Extension
This article assumes you are logged into the Manager Portal as an Office Manager, or Site Manager.
If you need assistance with updating answering rules, please contact CallHarbor Support, including:
- Your Name
- Your Extension
- Your Company Name
- The extension to be updated
- Timeframe
- Call Routing
Create the Time Frame
1. Click Time Frames
3. Select Domain for the time frame to be available for all extensions in the system
Select a specific extension for the timeframe to only be available for this extension
If selecting a specific extension and it is not currently listed, please uncheck 'Hide Users Without Time Frames'
2. Click Add Time Frame
3. The Add a Time Frame popup window will open
4. Enter a Name for the time frame and select the time frame type:
- Always - all the time
- Days of the Week - a weekly schedule for days of the week and optional start/end times of the day
- Specific Dates - exact dates and times, with the option to create multiple specific dates
- Holidays - select from a list of local and international holidays with an optional choice to recur
- Custom - combine days of the week, specific dates, and holidays all together to suit any time frame need
5. Click Next
6. Enter the correct time settings based on the time frame type select
If using Specific Dates, add each date for the time frame to be active as an individual date. Date ranges (such as 03/24 - 03/27) may cause the time frame to not go into effect.
7. Once all the information is entered for the time frame, click Save. The time frame will appear in the Time Frames list
Cancel will disregard the changes.
For more information on timeframes and setting the different types, please click here.
Create the Answering Rule (Call Routing)
1. Select the Users Tab
2. Locate the extension to be updated. You can use the search function to search: Extension Number, First Name, Last Name, Site, or Department
3. Once located, click either the name of the extension or the pencil icon.
4. If name clicked: Switch to the Answering Rules sub-tab
If pencil clicked: Select the Answering Rules option from the dropdown
5. Click Add Rule
6. The Add an Answering Rule popup window will open
7. Select the timeframe just created from the timeframe drop-down
8. Set the call routing that should occur when the rule is active:
Call Forwarding
Always - forward all calls to the extension or phone number entered
On Active - if the user is on a call, then it is forwarded to the specified destination.
When busy - forward if there are no available call paths. It is only an available option when "just ring user's extension" is selected and not when "simultaneous ring" is selected.
When unanswered - forward if the user's no-answer timeout expires
When offline - forward if the user is "offline":
Simultaneous Ring
Simultaneous Ring - ring multiple devices and/or phone numbers at one time
Include user's extension - ring the main device only. This would not include alphanumeric devices (such as web phone)
Ring all user's phones - ring all devices that are registered, including alphanumeric devices (such as web phone)
Answer confirmation for offnet numbers - Check this box to receive an audio confirmation when the call is answered by an off-net number ("press 1 to accept this call").
Textbox - add in specific devices, other extensions, or phone numbers that should also ring
Just ring user's extension - ring the main device only. This would not include alphanumeric devices (such as web phone)
To learn more about the answering rule options, please click here.
For information on enabling Do Not Disturb, please click here.
9. Once the call routing settings are selected, click Save. Cancel will disregard the changes.
10. If necessary, rearrange the answering rules. After rearranging, Save the changes. Cancel will disregard the changes.
Multiple rules can fall within the same timeframe, so the answering rules follow a top down order, which ever rule is at the highest location with an active timeframe will be followed by the phone system.
11. To increase the answer timeout, use the 'Ring for <num> seconds' drop-down
