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 timeframe, so the answering rules follow a top-down order: the rule at the highest location with an active time frame will be followed by the phone system.

An answering rule is made up of three parts:

Time Frames

Determines when a rule will be active. 

Call Routing

Determines how a call will be routed.

Star Codes

Used to enable or disable answering rules

---

Time Frames

Time frames set the time when a rule will be considered active.

If multiple timeframes are considered active at the same time, the system will follow the rule highest in the list. To learn how to reorder your answering rules, please click here.

For information on adding new timeframes, please click here.

For information regarding editing timeframes, please click here.

---

Call Routing

Call Routing is how the answering rule handles the call. 

For all checkboxes:

Checked: Enabled

Unchecked: Disabled

 

The Enabled checkbox will enable or disable the answering rule.

If disabled, the answering rule will not be available as an active rule, regardless of the time frame, until enabled again

The Do Not Disturb checkbox will enable or disable DND.

If enabled, no incoming calls will be routed to this extension but outgoing calls can still be made

• If voicemail enabled: The call will be routed directly to voicemail
• If voicemail disabled: The call will be terminated

The Call Screening checked will enable or disable call screening.

If enabled the caller is prompted 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, if voicemail is enabled. 

 

Entering a Destination

As you start typing, a list of all extensions in the system will become available. The list will be filtered based on the numbers entered.

If you are entering a phone number, enter just the digits with no formatting:

Type of Extension Destinations

• User - will forward to the user's extension. The answering rules of the user will be checked and followed.
  
• Phone - will forward to the specific phone selected, such as an extension's desk phone, web softphone, or mobile app. Answering Rules of the extension will not be checked
  • If you would like answering rules to be checked for the extension, enter the user extension
    
• Call Queue - will forward directly to the call queue entered, however, answering rules will not be checked for the extension of the call queue.
  • If you are unsure if your call queue has multiple answering rules, you can set the user extension of the call queue, and the answering rules will be checked.
    
• Auto Attendant - will forward directly to the auto attendant entered, however, answering rules will not be checked for the extension of the auto attendant.
  • If you are unsure if your auto attendant has multiple answering rules, you can set the user extension of the auto attendant, and the answering rules will be checked.
    
• Voicemail - will forward directly to the voicemail box of the extension entered
  

Call Forwarding

Call Forwarding will forward a call to a specific destination based on the selection chosen

 

Always: all calls will be forwarded to the specified destination

If Always is checked, Always will override any other settings and no other settings in the call forwarding will be followed.

On Active: will forward if you are on a call on any of your devices

When Busy: will forward if you are on a call, and 'just ring user's extension' is also checked.

A user will not be considered busy if they have multiple devices and are on a call on one device, they will be considered active.

When Unanswered: will forward a call when the caller has reached the end of the extension’s ring time

Use the drop-down located in the upper left-hand corner of the answering rules tab to adjust the ring time

When Offline: will forward calls when the extension is offline in the callharbor system

A user is considered offline in answering rules when the user has no registered devices. A user being offline in a call queue, will not trigger this setting

Simultaneous Ring

Simultaneous Ring will ring multiple devices, extensions, or phone numbers

Simultaneous Ring: enable Simultaneous Ring

Include User’s Extension: Ring the main device only. This would not include alphanumeric devices (such as web phones).

If Ring All user's phone is checked, that setting will override this setting.

Ring all user's phones: Ring all registered devices, including alphanumeric devices (such as web phone).

When checked will automatically update the answering rules to include new phones added to the extension

Answer Confirmation for Offnet Numbers: will require confirmation from the end user when the call is forwarded to their phone number. Extensions will not receive an answer confirmation message.

The numbers can be inserted in the text field below the Answer Confirmation checkbox.

To add another number or extension select the plus sign next to the text box.

To remove a number or extension select the X sign next to the text box.

To delay the call from ringing the additional destinations, use the clock icon. A slider will become available. The slider increases in increments of 5 seconds

Just ring user’s extension: When selected will override all other selections and only ring the user's main device. This would not include alphanumeric devices (such as web phones)

Simultaneous Ring, On Active, When Unanswered, and When Offline can all be used in conjunction of each other.

For instructions on adding a new answering rule, please click here.

For instructions on reordering answering rules, please click here.

For instructions on enabling DND, please click here.

---

Star Codes

A star code can be used to enable or disable an answering rule. They are useful for situations that occur on a non-regular basis, such as:

• Closing Early
• Holiday Messages
• Inclement Weather
• Forward Calls to Answering Service/Another Phone Number

Depending on the type of star code will determine who can use the star code

Toggle: *<Number>

This toggle can be used by any CallHarbor phone (desk phone, web softphone, or mobile app)

To enable:
Dial *<Number> and call. It will play a 'Timeframe is ENABLED/ACTIVATED' message.
To disable:
Dial *<Number> and call. It will play a 'Timeframe is DISABLED/DEACTIVATED' message.

 

Toggle: ToggleTF<EXT><TimeFrameName>

This toggle is added as a button on a specific desk phone. Only that phone can utilize the toggle, as the button needs to be pressed.

To enable:
Press the toggle button. A call is established and will play a 'Timeframe is ENABLED/ACTIVATED' message.

The light on the button will be Green if the answering rule is enabled
To disable:
Press the toggle button. A call is established and will play a 'Timeframe is DISABLED/DEACTIVATED' message.

The light on the button will be Red if the answering rule is disabled