RingCentral - Call Rules


Call rules are used to manage the flow of a call for a specific account. With a call rule it is possible to manage what the caller will hear as a greeting, which devices assigned to the extension will ring, and where the call is directed if it is not answered. These rules can be applied conditionally within specific time periods, from specific callers, and calls to a specific number associated with the account.

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Table of Contents

 

Navigate to Call Rules Settings

Accessing the call rules settings will allow users to manage the calls rules for their account. Either by creating, modifying, or deleting rules.

Self-Service

Mobile App

  1. Open the RingCentral mobile app.
  2. Select the Phone icon on the bottom navigation bar.
  3. Select the Gear icon at the top left.
  4. Select Call rules and voicemail in the Incoming Calls section, you then have the following options:
    • + Add rule:
      • Allows you to add a custom rule to the account.
    • Forward all calls:
      • Allows you to forward calls to voicemail or a custom destination.
      • By default, "Send to voicemail" is selected for this rule. A special voicemail message can be assigned for this rule, which overrides the normal voicemail message.
      • Forward the call allows any number to be entered as the forwarding destination, internal or external.
      • Play announcement plays a message, then disconnects the call.
    • Do not disturb:
      • Incoming calls are silenced and are immediately treated as unanswered. The call behavior for unanswered calls is executed (send to voicemail by default).
    • Manage existing rules:
      • The default rule for an account is Incoming calls under "My work day".
      • Click on a rule to edit the rule.

Desktop and Web App

  1. Open the RingCentral desktop or web app.
  2. Click on the Settings icon at the bottom of the left-hand navigation bar.
  3. Select Phone form the list of settings.
  4. Select Call rules and voicemail in the Incoming Calls section, you then have the following options:
    • + Add rule:
      • Allows you to add a custom rule to the account.
    • Forward all calls:
      • Allows you to forward calls to voicemail or a custom destination.
      • By default, "Send to voicemail" is selected for this rule. A special voicemail message can be assigned for this rule, which overrides the normal voicemail message.
      • Forward the call allows any number to be entered as the forwarding destination, internal or external.
      • Play announcement plays a message, then disconnects the call.
    • Do not disturb:
      • Incoming calls are silenced and are immediately treated as unanswered. The call behavior for unanswered calls is executed (send to voicemail by default).
    • Manage existing rules:
      • The default rule for an account is Incoming calls under "My work day".
      • Click on a rule to edit the rule.

 

Create a Custom Rule

Custom rules allow you to define how calls are handled for specific timeframes, for specific callers, or for specific destinations.

Self-Service

  1. Navigate to Call Rules Settings.
  2. Select + Add rule.
  3. Select Create custom rule.
  4. Give the rule a name.
  5. Define the rule parameters:
    • Callers: Have the rule apply to specific numbers or specific call queues.
    • Calling me at: Have the rule apply only when a call is to a specific number.
    • Schedule: Have the rule apply only during a specific period of time.
  6. Once the rule parameters are defined click Next.
  7. Choose how incoming calls are routed and click Next.
  8. Choose Customize now to continue editing the rule or click Done.

 

Edit a Rule

Self-Service

  1. Navigate to the call rules.
  2. Click on an existing rule to change.
  3. Adjust the desired rule parameters:
    • If the rule is the standard Incoming calls rule:
      • Schedule: Define what time periods the rule will be applicable.
      • Welcome greeting: Define what the caller will hear as the call is connected.
      • Ring settings: Manage what combination of phones will ring when a call is received, how long a phone will ring, and if they will ring together or in order.
    • If the rule is a custom rule:
      • Incoming Calls: Adjust how incoming calls are handled.
      • Callers: Have the rule apply to specific numbers or specific call queues.
      • Calling me at: Have the rule apply only when a call is to a specific number.
      • Schedule: Have the rule apply only during a specific period of time.
  4. Click Save.

 

Enable or Disable a Rule

Self-Service

  1. Navigate to the call rules.
  2. Click on the toggle for the associated rule to enable or disable.

 

Delete a Rule

Self-Service

  1. Navigate to the call rules.
  2. Click on an existing rule to delete.
  3. At the bottom of the rule click Delete rule.
  4. Click Delete on the alert popup.