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Home > RingEX > Phone > Call handling and forwarding > Setting up how incoming calls are handled

Setting up how incoming calls are handled

Last updated on February 7, 2023

You can manage how you want your incoming calls to ring on your RingCentral apps and phones:

Which devices you want to ring during work and after hours
Where you want to send missed calls

Note: You can forward calls when you’re out of the office or on vacation using the Forward all calls feature in the RingCentral app, or Admin Portal.

Where do you want to set up how incoming calls are handled?

Desktop & web

Mobile

Admin Portal

Call handling in the RingCentral desktop app

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Go to Settings > Phone in the left navigation bar.
Next to Call handling, click Edit.

By default, call handling rules will apply 24/7. If you want to create different rules for Work hours and After hours, click Edit schedule and set up a specific work schedule.
Select how you want your devices to ring:
- Ring in order: Calls will ring the devices in the order they’re listed.
- Ring all at once: Calls will ring on all listed devices simultaneously.
- Do not ring (Only available for After hours): Calls won’t ring on your devices. Instead, calls will be handled according to the rules you create in Missed calls.
In the Ring for column, select how long you want each device to ring.
- Select Always Ring if you want your apps to ring at the same time as your other devices and numbers.
- You can use the toggle to disable ringing on any device.
Select Add phone or coworker.
- To add a phone, select Number from the dropdown. Enter the phone number and choose how long to ring the number.
- To add a coworker, select Coworker from the dropdown. Type in a name or extension number and click the coworker’s name. Then select Desktop and mobile apps under their name.

Note: You can turn the button off next to a phone or coworker to disable them from receiving calls.

If you selected Ring in order, you can drag and drop the items in the list of devices to place them in the order you want them to ring.

Under Missed calls, select how you want your unanswered calls to be handled:
- Send to voicemail: Sends calls to voicemail. Learn more about setting up your voicemail
- Play message and disconnect: Send calls to a recorded voice message, then disconnects them.
- Forward to extension: Forward calls to a coworker, a call queue, an IVR menu, or an announcement-only or message-only extension.
- Forward to external number: Forward calls to an external phone numb

Click Save.

Note: If you set up a Work hours schedule, make sure to set call handling rules for After hours as well.

Open the RingCentral mobile app.
Tap your profile picture in the top left corner.
Tap Phone > Call handling.

By default, call-handling rules will apply 24/7. If you want to create different rules for Work hours and After hours, tap Set schedule > Custom schedule and configure your schedule.
Under Incoming calls, tap Devices will ring, and select how you want your devices to ring:
- In order: Calls will ring on the devices in the order they're listed.
- All at once: Calls will ring on all devices in the list at once.
- Do not ring: Only available for After hours. Calls won’t ring on your devices. Instead, calls will be handled the way you set up them under Missed calls.
Under My devices, select how long you want each device to ring. Select Always Ring for your apps if you want them to ring along with your other devices and numbers. Turn off the Active toggle for any device you want to disable notifications. You can also rename your devices here.
Tap Add number to add another phone number to the list.
If you select In order under Devices will ring, you can tap Reorder in My devices and use drag-and-drop to reorder your devices. When you’re done, tap Save.

Under Missed calls, tap Unanswered calls to choose how you want to handle your missed calls.
- Send to voicemail: Send missed calls to voicemail. Learn more about setting up your voicemail.
- Send to announcement: Send missed calls to a recorded message, then disconnects them.
- Forward to extension: Forward missed calls to a coworker, call queue, IVR menu, or announcement-only or message-only extension.
- Forward to number: Forward missed calls to an external phone number.

Note: If you set up a Work hours schedule, be sure to set your call handling rules for After hours as well.

Go to the Admin Portal and sign in.
Go to your own or another user’s Call Handling settings
1. If you’re choosing how your own calls should be handled:
  1. i. If you’re an admin, click Admin Portal > My Extension in the top right.
  2. ii. Click Settings in the top menu.
2. If you’re choosing how another user’s calls should be handled:
  1. i. Click Users in the top menu.
  2. ii. Select a user from the Users with Extensions list.

Note: If you want to set the same Call Handling settings for multiple users, you can create a User Settings template and assign that template to the specified users. Learn more about using templates.

Select Call Forwarding and Voicemail.

Choose Work hours or After hours.

Note: If you need to check or edit the schedule, click the User Details menu and then click Settings & Permissions > Custom hours.

Setting how calls are handled during work hours

Follow steps 1-2 above.
Select Call Handling > Work Hours.
Under Incoming calls, select how you want calls to be handled while you’re working:
- Ring in order: Calls will ring on the devices in the order in which they're listed.
- Ring all at once: Calls will ring all devices in the list simultaneously.
Select how long you want each device to ring. Select Always Ring for your apps if you want them to ring at the same time as your other devices and numbers. Turn off the Active toggle for any device you want to disable notifications.
Click Add number or coworker to add another device, phone number, or coworker’s information.
- Add number: Under Name, select Number from the dropdown. Enter a name for the phone number and type in the digits under the Number column.
- Add coworker: Under Name, select Coworker from the dropdown. In the popup window, click the circle next to the coworker you want to send calls to and click the Next button. Select which of the user’s phones should receive forwarded calls, then click the Select button.

Note: You can turn the switch off under Active to disable calls ringing to a phone or coworker.

If you selected Ring in order, drag and drop the devices to place them in the order they should ring.
Under Missed calls, choose how you want to handle your unanswered calls:
- Send to voicemail: Send unanswered calls to voicemail. Learn more about setting up your voicemail.
- Play message and disconnect: Send unanswered calls to a recorded message, then disconnects the call.
- Forward to extension: Forward unanswered calls to a coworker, call queue, IVR menu, or announcement-only or message-only extension.
- Forward to external number: Forward unanswered calls to an external phone number.

Click Save.

Setting how calls are handled after hours

Note: This is available only if you have a custom work schedule set up. If you have a 24/7 schedule, you won’t need to set how calls are handled after hours.

Follow steps 1-2 above.
Navigate to Call Handling > After hours. Select how you want calls handled when you’re away from work.
- Ring in order: Calls will ring on the devices in the order they’re listed.
- Ring all at once: Calls will ring all devices in the list simultaneously.
- Do not ring: Send calls to voicemail.

If you selected Ring in order or Ring all at once, you can select how long you want each device to ring.
- Select Always Ring for your apps if you want them to ring at the same time as your other numbers.
- Turn off the Active button for any device you don’t want to ring.
- You can drag-and-drop to reorder your devices if you selected Ring in order.
Click Add phone or coworker to add another phone number to the list.
Under Missed Calls, select how to handle your missed calls.
- Send to voicemail: Send missed calls to voicemail.
- Play an announcement: Send missed calls to a recorded message, then disconnects the call.
- Forward to extension: Forward missed calls to a coworker, call queue, IVR menu, or announcement-only or message-only extension.
- Forward to external number: Forward missed calls to an external phone number.
Click Save.

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