If you’re new to cloud communications, you may have missed some of the key features that make our platform so powerful: Answering Rules.
Answering Rules allow you to decide how calls coming directly to your extension are handled. Your System Administrator can set system-wide Answering Rules that you can access, but you can also create your own. Answering rules will help you be more focused and/or more accessible depending on your needs.
To add, edit or manage rules, click on the Answering Rules icon at the top of the portal window. There you’ll see all the rules currently available. To add a rule, click the “Add Rule” button.
The first step in creating an answering rule is selecting a time frame. You can choose from a default list or create your own time-frames. (See How to Increase Productivity With Time Frames for more info.) You can have many answering rules covering different time frames (weekends, evenings, vacation days and more) and they can all work together.
Once you’ve selected a time frame, your rule could be as simple as “Do Not Disturb”.
A “Do Not Disturb” rule can come in handy, for example, if:
Alternatively, you could turn on “Call Screening”. This requires individuals to provide their name when they call, allowing you to decide whether this is a call you need to answer.
If you prefer to have your off-hours to yourself, but still need to be responsive to important work calls, you might turn this option on. Call Screening can be a little off-putting to some callers though, so use with caution.
Call Forwarding makes up a large part of the Answering Rules interface. You can forward your phone to different numbers or extensions when your phone status is:
The Simultaneous Ring option has a few sub-options, but the important thing is you can ring all the phones you have associated with the system simultaneously. So:
Click the “enable” check box in the Add Rule dialogue box to make a rule active. You can also drag rules to change their order, giving one precedent over the other.
For example, if you’re on-call but not expected to pick up the phone over the Christmas holidays, you could drag your “Christmas” rule above the “24 Hour” Rule to give “Christmas” precedent (assuming the enabled box is checked on both.)
Need some help setting up your answering rules? Contact us today!
Mark Atkinson Previous Experience: Largely sales focused, I owned several small businesses in Ontario. Since living in Alberta, I’ve held a Business Development position with Philip Morris International and Director of Sales ~ Western Canada for Canada’s leading LIVE Events SaaS provider, AudienceView. Certifications: Sales Professional Certification with InBev Full Certification with UnitedCloud First Aid/CPR? […]Read more
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