Answering Rules

Each user profile has a set of answering rules that route callers based on time of day, if forwarding is configured, which phones are supposed to ring, etc.

This article will explain the basics of the answering rules tab, how to set up call forwarding, and other features.

Answering Rules via the Portal

You can navigate to your answering rules via the phone portal: https://interactive.tel/portal.

Ring For - Near the top left of the Answering Rules page there is a Ring For timer which will determine how long (in seconds) a caller will ring before going to voicemail (if enabled) or other specified answering rules. 

To edit the answering rules click on the edit pencil of the timeframe you wish to edit (usually just Default.)

A window will appear to allow editing: 

Definitions:

• Time Frame - The selected the time frame for when this answering rule will apply, additional time frames can be added in the Time Frames menu.
• Do Not Disturb - If enabled, the phone(s) will not ring and calls will be sent directly to voicemail if enabled.
• Call Screening - If enabled, the caller is prompted to say their name which allows the user to screen calls prior to answering.
• Call Forwarding Always - Incoming calls to Immediately forward to the number/extension/voicemail specified. †
• Call Forward when Busy -  Incoming calls are forwarded to the number/extension/voicemail specified when the user is active on another call. †
• Call Forwarding when Unanswered - Incoming calls are forwarded to the number/extension/voicemail specified if the call is not answered after the configured Ring For timer. †
• Call Forwarding when Offline - Incoming calls are forwarded to the number/extension/voicemail specified if the user's desk phone is not registered (offline; e.g. during a power outage). †
• Simultaneous Ring - Incoming calls are configured to ring at multiple devices at once. 
  • • • Include the user's extension - Incoming calls include the user's primary device
      • Ring all your user's phones - Incoming calls will ring all phones associated to the user (i.e. multiple desk phones, mobile app, web phone, etc.)
      • Answer confirmation for offnet numbers - Incoming calls prompt the user to press 1 to accept an inbound call. 
      • Note: Sim Ring configurations are set to ring "phones" and not "users", this means if you may need to indicate an associated device of another user depending on which device you want to simultaneously ring; e.g. 1001a, 1001m, 1001.
• Just Ring User's Extension - Only rings the user's primary device.

† Entering an extension/number as a call forward option may provide a drop-down with different options for routing inbound calls:

• Phone - Calls will bypass the destination user's answering rules and rings the specified device directly.
• User - Calls are sent to the destination user's answering rules, callers may be routed again depending on the destination's active rules.
• Voicemail - Calls are sent directly to the specified voicemail box.
• Queue - Calls are sent directly to the Call Queue (no additional answering rules are applied).
• Auto Attendant - Calls are sent directly to the Auto Attendant (no additional answering rules are applied).
• Conference - Calls are sent directly to the Conference Bridge (no additional answering rules are applied).

Call Forward via Desk Phone

Some steps may vary amongst device brands, however most are similar: 

For Yealink

Select Menu

Then Features

Then Call Forward

You can select which Call Forward rule (descriptions above), in this case Always Forward

Use the directional pad or press Switch to turn it on, then enter the forward destination number in the Forward to: field, and press Save

Back at the home screen you should now see a flag that indicates that the phone is call forwarded.

For Polycom

Press the Home key, then Forward or 5

You can select which Forwarding Type (descriptions above), in this case Always

Enter the phone number in the Contact field and select Enable

Back at the main screen, you will have two indicators that the phone is call forwarded

Call forward via Star Code

You can also enable and disable call forwarding via Star Command Codes. 

For example, if you dial *721234567890 the system will respond confirming the number and enabling call forwarding always to a destination of 1234567890. To deactivate simply dial *73.

Remote Call Forwarding

Remote call forwarding is completed via the voicemail system, you must know the PIN to the voicemail box in order to complete these steps: 

1. Dial 5000 to enter the voicemail system, in some cases a DID may be programmed for this 

2. Enter the mailbox of the user you want to call forward

3. Enter the PIN and press #

4. Press option 4 for the Call Forwarding Menu; you'll be presented with 4 options:

   1. 1. Turn on or off DND
      2. Set the Forwarding Destination (extension or phone number)
      3. Toggle Call Forwarding on or off
      4. Set the Forwarding Destination to the number you're calling from. 

Once the Forwarding Destination is set, you can review in user's answering rules via the portal: