Creating custom answering rules for incoming calls
==================================================
Custom rules let you handle calls based on specific conditions. These rules take priority over your standard call handling settings, such as [call routing](https://support.ringcentral.com/article-v2/Setting-up-how-incoming-calls-are-handled.html?brand=RingCentral&product=RingEX&language=en_US "") or work hours rules.
You can create a custom rule to route incoming calls based on the caller ID, the number dialed, or a specific date and time. Depending on the condition, calls can ring your devices or be forwarded to voicemail, a coworker, an external number, a call queue, an announcement, an IVR menu, or another destination.
What type of custom rule do you want to set up?
## User extension
Setting up custom call rules for a user extension
-------------------------------------------------
Custom call handling rules for an extension can be created in the desktop, web, and mobile apps. Admins can also create rules for other users in the [Admin Portal](#via-admin-portal "").
### Adding call rules in the desktop and web app
* In the navigation bar, click **Settings**.
* Click **Phone**.
* Click **Incoming call rules** .
* At the top right, click **Add rule** .
* If you want to route your calls based on a specific schedule, click **Work hours** and **After hours** to set the days and times.
* Click **Create custom rule** .
* Enter a name for your rule, then click **Next**.
* In the **Who should be included in?** window, set the rule's conditions:
* **Add a contact or phone number**: Apply this rule when the incoming caller ID matches a specific phone number, contact, or extension.
* **Add a phone number**: Apply this rule when the caller dials one or more specific phone numbers.
* **Add schedule**: Apply this rule only during specific times of day or on specific dates.
* Click **Next**.
* Click the **Incoming calls** dropdown to select [how calls will be handled](https://support.ringcentral.com/article-v2/Setting-up-how-incoming-calls-are-handled.html?brand=RingCentral&product=RingEX&language=en_US "") when the conditions are met.
* *Ring devices*: Calls will ring your apps and deskphones.
* *Send to voicemail*: Calls will route to a voicemail inbox.
* *Forward the call*: Calls will forward to an extension or phone number.
* *Play announcement*: A prerecorded message will play, then disconnect the call.
* Click **Next**.
* Verify the accuracy of your rule, then click **Done** .
* To make changes, disable, or delete the rule, click **Customize now**.
* Click **Done**.
### Adding call rules in the mobile app
* Tap your profile picture at the top left.
* Under **Settings** , tap **Phone**.
* Tap **Incoming call rules**.
* Tap **Add Rule** .
* If you want to route your calls based on a specific schedule, tap **Work hours** and **After hours** to set the days and times.
* Tap **Create a custom rule**.
* Enter a name for your rule, then tap **Next**.
* In the **Who should be included in?** window, set the rule's conditions:
* **Add a contact or phone number**: Apply this rule when the incoming caller ID matches a specific phone number, contact, or extension.
* **Add a phone number**: Apply this rule when the caller dials one or more specific phone numbers.
* **Add schedule**: Apply this rule only during specific times of day or on specific dates.
* Tap **Next**.
* Tap the **Incoming calls** dropdown to select [how calls will be handled](https://support.ringcentral.com/article-v2/Setting-up-how-incoming-calls-are-handled.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile "") when the conditions are met.
* *Ring devices*: Calls will ring your apps and deskphones.
* *Send to voicemail*: Calls will route to a voicemail inbox.
* *Forward the call*: Calls will forward to an extension or phone number.
* *Play announcement*: A prerecorded message will play, then disconnect the call.
* Tap **Next**.
* Verify the accuracy of your rule, then tap **Done** .
* To make changes, disable, or delete the rule, tap **Customize now**.
* Tap **Done**.
### Adding custom call rules in the Admin Portal
You can manage your own custom rules or update them for another user if you're an admin.
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* To access your custom rules as a user:
* At the top right, select **My Extension** from the dropdown.
* Click the **Settings** tab.
To access another user's custom rules as an admin:
* At the top right, select **Admin Portal** from the dropdown.
* Click the **Users** tab.
* Select a user from the **Users with Extensions** list.
* Click the **Phone** dropdown.
* Click **Incoming call rules**.
* Click **Add Rule** .
* If you want to route calls based on a specific schedule, click **Work hours** and **After hours** to set the days and times.
* Click **Create custom rule**.
* Enter a name for your rule, then click **Next**.
* In the **Who should be included in?** window, set the rule's conditions:
* **Add a contact or phone number**: Apply this rule when the incoming caller ID matches a specific phone number, contact, or extension.
* **Add a phone number**: Apply this rule when the caller dials one or more specific phone numbers.
* **Add schedule**: Apply this rule only during specific times of day or on specific dates.
* Click **Next**.
* Click the **Incoming calls** dropdown to select [how calls will be handled](https://support.ringcentral.com/article-v2/Setting-up-how-incoming-calls-are-handled.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal "") when the conditions are met.
* *Ring devices*: Calls will ring your apps and deskphones.
* *Send to voicemail*: Calls will route to a voicemail inbox.
* *Forward the call*: Calls will forward to an extension or phone number.
* *Play announcement*: A prerecorded message will play, then disconnect the call.
* Click **Next**.
* Verify the accuracy of your rule, then click **Done** .
* To make changes, disable, or delete the rule, click **Customize now**.
* Click **Done**.
## Company
Setting up custom call rules for your company in the Admin Portal
-----------------------------------------------------------------
Note
If you're using the classic Admin Portal view, go to [Setting up custom call rules for your company in the Admin Portal classic view](#setup-classic-view "").
Admins can create custom answering rules for the company and individual sites if they have [a multi-site account](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US "").
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* In the left panel, click **Company Call Handling** for single-site accounts.
* For a multi-site account, click the site you want to manage, then click the **Company Call Handling** tab.
* Under **Incoming calls** , click **Add custom rule** .
* Click **Add Rule**.
* In the **Conditions** tab, check one or more boxes to define the call conditions that will trigger the custom rule, then click **Next** .
* **Caller ID** : Enter a partial number (for example, a country code plus area code) or a full number. You can also select contacts from your address book by entering their names or numbers. For this condition, incoming calls must be [set to show their caller ID](https://support.ringcentral.com/article-v2/setting-up-caller-id-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US "").
* **Called Number**: Apply the custom rule to callers who've dialed a specific phone number (for example, a phone number for a promotional campaign). Enter one or more phone numbers to trigger this rule.
* **Date and Time** : Apply the custom rule to calls received on a specific day of the week, at a specific time, or within a specific date range. This condition is commonly used during vacation or holiday schedules. You can select from two options:
* *Weekly Schedule*: Select specific days and a specific time window when the custom rule should apply.
* *Specific Date Range*: Set a date and time window when the custom rule should apply.
* In the **Call Handling** tab, select where to route incoming calls that match the rule condition, then click **Next** .
* **Company greeting**: Callers will hear the company greeting.
* **AI Receptionist** : If you have an [AI Receptionist (AIR)](https://support.ringcentral.com/article-v2/setting-up-your-ai-receptionist-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US ""), send calls to an AIR extension.
* **IVR menu**: Send calls to an automated menu that prompts callers to press keys to connect to specific extensions, the dial-by-name directory, or the operator.
* **A specific user**: Send calls to a selected user.
* **Multiple users - call queue**: Send calls to members of a specific call queue.
* **Voicemail**: Send calls to voicemail.
* **Announcement**: Send calls to an extension that plays a recorded message, then disconnects the call.
* **Delegated Line**: Send calls to multiple users who answer and make calls on behalf of the delegated line.
* **Shared line**: Send calls to multiple phones that share the same number.
* **Limited Extension**: Send calls to a common area phone.
* **Site** : If you have a [multi-site set up](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US ""), send calls to a different site's extension. You can route calls from the Main site to secondary company sites, as well as between secondary sites. However, you can't route calls from a secondary site back to the Main site.
* In the **Summary** tab, enter a **Rule name** or keep the default name. Verify the accuracy of the rules you've set.
* Click **Save**.
* In the Custom Answering Rule window, the rule will be active. Click the toggle off to deactivate the rule. If other custom rules are in the list, click **Validate Rules** to [check for overlaps or conflicts](https://support.ringcentral.com/article-v2/Check-Conflicts-Between-Custom-Answering-Rules.html?brand=RC_US&product=RingEX&language=en_US "").
Setting up custom call rules for your company in the Admin Portal classic view
------------------------------------------------------------------------------
Note
If you're using the new company settings layout, go to [Setting up custom call rules for your company in the Admin Portal](#setup-custom-call-rules "").
Admins can create custom answering rules for the company and individual sites if they have [a multi-site account](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US "").
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* In the left panel, click **Auto-Receptionist** , then **General Settings**.
* Click the **Call handling** dropdown.
* If you have a multi-site, select the site, then click the **Call Handling** dropdown.
* Click the **Custom Rules** tab.
* Click **Add Custom Rule** .
* Click **Add Rule**.
* In the **Conditions** tab, check one or more boxes to define the call conditions that will trigger the custom rule, then click **Next** .
* **Caller ID** : Enter a partial number (for example, a country code plus area code) or a full number. You can also select contacts from your address book by entering their names or numbers. For this condition, incoming calls must be [set to show their caller ID](https://support.ringcentral.com/article-v2/setting-up-caller-id-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US "").
* **Called Number**: Apply the custom rule to callers who've dialed a specific phone number (for example, a phone number for a promotional campaign). Enter one or more phone numbers to trigger this rule.
* **Date and Time** : Apply the custom rule to calls received on a specific day of the week, at a specific time, or within a specific date range. This condition is commonly used during vacation or holiday schedules. You can select from two options:
* *Weekly Schedule*: Select specific days and a specific time window when the custom rule should apply.
* *Specific Date Range*: Set a date and time window when the custom rule should apply.
* In the **Call Handling** tab, select where to route incoming calls that match the rule condition, then click **Next** .
* **Company greeting**: Callers will hear the company greeting.
* **AI Receptionist** : If you have an [AI Receptionist (AIR)](https://support.ringcentral.com/article-v2/setting-up-your-ai-receptionist-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US ""), send calls to an AIR extension.
* **IVR menu**: Send calls to an automated menu that prompts callers to press keys to connect to specific extensions, the dial-by-name directory, or the operator.
* **A specific user**: Send calls to a selected user.
* **Multiple users - call queue**: Send calls to members of a specific call queue.
* **Voicemail**: Send calls to voicemail.
* **Announcement**: Send calls to an extension that plays a recorded message, then disconnects the call.
* **Delegated Line**: Send calls to multiple users who answer and make calls on behalf of the delegated line.
* **Shared line**: Send calls to multiple phones that share the same number.
* **Limited Extension**: Send calls to a common area phone.
* **Site** : If you have a [multi-site set up](https://support.ringcentral.com/article-v2/9894.html?brand=RingCentral&product=RingEX&language=en_US ""), send calls to a different site's extension. You can route calls from the Main site to secondary company sites, as well as between secondary sites. However, you can't route calls from a secondary site back to the Main site.
* In the **Summary** tab, enter a **Rule name** or keep the default name. Verify the accuracy of the rules you've set.
* Click **Save**.
* In the Custom Answering Rule window, the rule will be active. Click the toggle off to deactivate the rule. If other custom rules are in the list, click **Validate Rules** to [check for overlaps or conflicts](https://support.ringcentral.com/article-v2/Check-Conflicts-Between-Custom-Answering-Rules.html?brand=RC_US&product=RingEX&language=en_US "").
## Call Queue
Setting up custom call rules for call queues
--------------------------------------------
You can set up custom rules that'll apply to calls in a call queue.
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* In the left panel, click **Groups** then **Call Queues**.
* Click the call queue you want to set a custom rule for.
* Click **Call Handling \& Members**.
* Click the **Custom rules** tab.
* Click **Add Rule** .
* In the **Conditions** tab, check one or more boxes to define the call conditions that will trigger the custom rule, then click **Next** .
* **Caller ID** : Enter a partial number (for example, a country code plus area code) or a full number. You can also select contacts from your address book by entering their names or numbers. For this condition, incoming calls must be [set to show their caller ID](https://support.ringcentral.com/article-v2/setting-up-caller-id-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US "").
* **Called Number**: Apply the custom rule to callers who've dialed a specific phone number (for example, a phone number for a promotional campaign). Enter one or more phone numbers to trigger this rule.
* **Date and Time** : Apply the custom rule to calls received on a specific day of the week, at a specific time, or within a specific date range. This condition is commonly used during vacation or holiday schedules. You can select from two options:
* *Weekly Schedule*: Select specific days and a specific time window when the rule should apply.
* *Specific Date Range*: Set a date and time window when the custom rule should apply.
* In the **Call Handling** tab, select where to route incoming calls that match the rule condition, then click **Next** .
* **Ring call queue members** : Sends the call to the members of an [existing call queue](https://support.ringcentral.com/article-v2/Create-Call-Queue.html?brand=RC_US&product=RingEX&language=en_US "").
* **Greeting and Hold Music** : Check the boxes to turn on or off **Call queue greeting** , **Wait announcement** , **Waiting in queue music** , and **Hold Music**.
* **Call Handling and Members** : Set how you want to **Route calls to members** , **Maximum concurrent calls per member** , the **Number of rings before trying next number** , **After call wrap-up time** , order of primary members, and **Wait settings**.
* **Voicemail**: Set the voicemail greeting and extension the voicemail messages will go to.
* **Forward to AI Receptionist** : If you have an [AI Receptionist (AIR)](https://support.ringcentral.com/article-v2/setting-up-your-ai-receptionist-in-the-admin-portal.html?brand=RingCentral&product=RingEX&language=en_US ""), send calls to an AIR extension.
* **Send to voicemail**: Send calls to a voicemail box. You can select the voicemail box of the current extension or a different extension.
* **Play an announcement**: Send calls to an extension that plays a recorded message, then disconnects the call.
* **Forward to extension**: Forward the call to a selected extension.
* **Forward to external number**: Forward the call to a specific phone number.
* In the **Summary** tab, enter a **Rule name** or keep the default name. Verify the accuracy of the rules you've set.
* Click **Save**.
* In the Custom Answering Rule window, the rule will be active. Click the toggle off to deactivate the rule. If other custom rules are in the list, click **Validate Rules** to [check for overlaps or conflicts](https://support.ringcentral.com/article-v2/Check-Conflicts-Between-Custom-Answering-Rules.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=call_queue "").
## Shared Lines
Setting up custom call rules for shared lines
---------------------------------------------
The [Shared lines feature](https://support.ringcentral.com/article-v2/5927.html?brand=RC_US&product=RingEX&language=en_US "") allows calls to one phone number to be answered by multiple phones.
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* In the left panel, click **Groups** (a) then **Shared Lines** (b).
* Click the shared line group you want to set a custom rule for.
* Click **Call Handling**.
* Click the **Custom rules** tab.
* Click **Add Rule** .
* In the **Conditions** tab, check one or more boxes to define the call conditions that will trigger the custom rule, then click **Next** .
* **Caller ID**: Enter a partial number (for example, a country code plus area code) or a full number. You can also select contacts from your address book by entering their names or numbers. For this condition, incoming calls must be set to show their caller ID.
* **Called Number**: Apply the custom rule to callers who've dialed a specific phone number (for example, a phone number for a promotional campaign). Enter one or more phone numbers to trigger this rule.
* **Date and Time** : Apply the custom rule to calls received on a specific day of the week, at a specific time, or within a specific date range. This condition is commonly used during vacation or holiday schedules. You can select from two options:
* *Weekly Schedule*: Select specific days and a specific time window when the rule should apply.
* *Specific Date Range*: Set a date and time window when the custom rule should apply.
* In the **Call Handling** tab, select where to route incoming calls that match the rule condition, then click **Next** .
* **Ring group devices** : Send calls to devices using custom call handling and voicemail settings.
* **Greeting and Hold Music** : Check the boxes to turn on or off **Shared Line Greeting** , **Hold Music** , and **Audio While Connecting**.
* **Call Handling**: Set the duration (in seconds) that devices will ring and where you want to send missed calls.
* **Voicemail**: Set the voicemail greeting and extension the voicemail messages will go to.
* **Send to voicemail**: Send calls to a voicemail box. You can select the voicemail box of the current extension or a different extension.
* **Play an announcement**: Send calls to an extension that plays a recorded message, then disconnects the call.
* **Forward to external number**: Forward the call to a specific phone number.
* In the **Summary** tab, enter a Rule name or keep the default name. Verify the accuracy of the rules you've set.
* Click **Save**.
* In the **Custom Answering Rule** window, the rule will be active. Click the toggle off to deactivate the rule. If other custom rules are in the list, click **Validate Rules** to [check for overlaps or conflicts](https://support.ringcentral.com/article-v2/Check-Conflicts-Between-Custom-Answering-Rules.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=shared_line "").