Creating and managing user call handling templates in the RingCentral Admin Portal
Admins can create and apply a custom rule to multiple user extensions at once by creating a user call handling template. Custom rules take priority over standard incoming call rules when the template conditions are met, such as during a specific date and timeframe. You can manage and edit the templates as needed.
Call handling templates can also be created and applied to call queues and across company sites.
Creating user call handling templates
- Sign in to the Admin Portal.
- Click theUserstab.
- In the left panel, clickTemplates > User Call Handling.
- ClickAdd User Call Handling Template.
- By default, you’ll be in theConditionstab. Check one or both boxes to define the call conditions that will activate the custom rule. The two conditions are:
- Caller ID: Apply the custom rule to incoming calls that match a specific caller ID. You can add a partial number, such as a country code plus an area code, or a full number. You can also select an existing contact by entering their name or number. Note: Incoming calls must display their caller ID for this condition to activate the custom rule.
- Date and/or Time: Apply the custom rule to calls received on certain days of the week, at designated times, or within a specific date range. You can select from two options:
- Weekly Schedule: Select the days and times when the custom rule should apply.
- Specific Date Range: Customize a date and time window when the custom rule should apply. Click theAddicon to add another date range.
- ClickNext.
- In theCall Handlingtab, select where to route incoming calls and adjust any related settings. Your options include:
- : Forwards the calls to phones and apps in a specific order, and applies your greeting settings.
- Send to voicemail: Sends callers to the voicemail inbox of a message-only extension.
- : Plays a pre-recorded or custom announcement, then ends the call.
- Forward to extension: Forwards the calls to a specific extension.
- Forward to external number: Forwards the calls to the specified phone number.
- ClickNext.
- Enter a name for the template (a), then review the conditions and call handling selections. To make any changes, clickEdit(b).
- When finished, clickSave.
Managing user call handling templates
To manage existing templates:
- Sign in to the Admin Portal.
- Click theUserstab.
- In the left panel, clickTemplates > User Call Handling.
Duplicating a user call handling template
You can copy an existing template to apply to a different group of users. After selecting
Duplicate
from the dropdown:- Enter a name for the template, then clickSave.
- Once copied, click the dropdowns to make changes from the original template, then clickSavein the bottom right.
- Note: You can’t change the template’s call handling type (e.g.,Ring my devices,Send to voicemail,Forward to extension, etc.), but you can customize the options associated with that type of call handling.
Applying a user call handling template
After creating a template, you’ll need to apply it to the user extensions where you want the custom rule to take effect. The rule becomes active as soon as the template is applied. Once you’ve selected
Apply
from the dropdown:- Check the boxes next to the user extensions you want to apply the template to.
- Use the search and filter features at the top to help locate user extensions. You can filter by:Status,Call Queue,Role,Department, andSites.
- ClickApply.
- ClickContinuein the confirmation window.
- Check the box if you want the users to be notified that you’ve applied the template to them.
- You’ll receive an email once it’s completed. Add additional email addresses to notify others that the template was applied.
- ClickApply Template.
Deleting a user call handling template
If the template is no longer needed:
- SelectDeletefrom the dropdown or click the box next to the template, then theDeleteicon at the top.
- ClickYesin the confirmation window.
Editing user call handling templates
You can’t change a user call handling template’s call handling type (e.g.,
Ring my devices
, Send to voicemail,
Forward to extension
, etc.), but you can edit the options associated with that type of call handling. - Sign in to the Admin Portal.
- Click theUserstab.
- In the left panel, clickTemplates > User Call Handling.
- Click the template that you wish to modify.
- Click the dropdowns to edit the Template information, Conditions, or the settings for the Selected action.
- When done, clickSavein the bottom right corner.
Template information
Here you can change the template name. You can also review who created the template, when it was created, and when it was last modified. Under
Action Selected
, you can determine what type of call handling was applied to the template.
Conditions
In the
Conditions
dropdown, click Edit
to change the conditions of the template’s activation. Add or remove the Caller ID or the Date/Time condition which determines when the template will be activated. Click Done
once you’ve made your edits, then click Save
at the bottom right.
Editing the options for the selected call handling action
Existing templates have a call handling action selected which defines how an incoming call will be routed when the conditions have been met. Depending on the action type that was originally selected, different dropdown options will be displayed and can be edited.
Ring my devices
If
Ring my devices
was selected, you can modify these call handling settings: - Screening, Greeting & Hold Music: Edit the settings forUser Greeting,Call Screening,Connecting Message,Audio While Connecting, andHold Music.
- Call Handling: Update where to receive incoming calls during active user hours, and where to send missed calls.
- Voicemail: ClickEditunder Voicemail greeting to select the default greeting or to record a new custom message.
Send to voicemail
If
Send to voicemail
was selected, you can modify:- Voicemail Greeting. ClickEdit, then theSet Greetingdropdown and select:
- Default: Plays the system default greeting.
- Custom: Choose if you want to record a custom greeting using your computer microphone, or upload a WAV or MP3. file from your computer.
- Send voicemail to:
- My voicemail: Send the voicemail to the inbox of all template users.
- Another extension: Send the voicemail to a specific user’s extension.
Play an announcement
If
Play an announcement
is selected, click Edit
, then the Set Greeting
dropdown and select:- Default: Plays system-default announcement. To select this option, clickDone.
- Custom: Choose if you want to record an announcement using your computer microphone, or upload a WAV or MP3 file from your computer. To choose this option, clickDoneafter uploading your file.
Forward to extension
Click the
Forward to extension
dropdown, then click Edit
under Extension
. Select the user you want to forward the calls to, then click Select
at the bottom right.Forward to external number
Click the
Forward to External Number
dropdown, then change the number on the Number
field. Calls will be forwarded to the number you enter.In this article
Creating user call handling templates
Managing user call handling templates
Editing user call handling templates
Editing the options for the selected call handling action