AT&T Office@Hand

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Accessing the Advanced Call Handling Feature
Article #3794

How do I access the advanced Call Handling feature to create, change or disable custom rules?

In the Advanced Call Handling section, you can set up your preferred rules for better call management using conditions based on time of day, date range, incoming caller ID and called number.

This article shows how Users and Administrators can access and configure the settings in this section. 

User (no Administrator access)
Administrator (can view and change settings of other Users in the account)

Users

  1. Click Settings > Call Handling & Forwarding.

    Click Settings > Call Handling & Forwarding.

  2. Under Call Handling & Forwarding, click Advanced > Add Rule.

    Under Call Handling & Forwarding, click Advanced > Add Rule.

  3. You can do the following in the Advanced Call Handling section of your account:

    Add an Advanced Call Handling Rule
    Change an Advanced Call Handling Rule’s Conditions

    Disable an Advanced Call Handling Rule
    Delete an Advanced Call Handling Rule

Administrators

  1. Click Users, and then select the extension or user that you wish to configure.

    Click Users, and then select the extension or user that you wish to configure.

  2. On the selected user’s info, click Call Handling & Forwarding, and then click Advanced.

    On the selected user's info, click Call Handling & Forwarding, and then click Advanced.

  3. You will now have the Advanced Call Handling window open. You can do the following in the Advanced Call Handling section of the User that you selected.

    Add an Advanced Call Handling Rule
    Change an Advanced Call Handling Rule’s Conditions

    Disable an Advanced Call Handling Rule
    Delete an Advanced Call Handling Rule

Add an Advanced Call Handling Rule

  1. Click Add Rule.

    Click Add Rule.

  2. Enter the Rule name to help you identify the custom Call handling rule that you are creating, and then click Next.

    Enter the Rule name to help you identify the custom Call handling rule that you are creating, and then click Next.

  3. You can create a Call Handling Rule based on the following conditions. Click the checkbox of your selected rule and enter the details. Click Next when done.

    You can create a Call Handling Rule based on the following conditions. Click the checkbox of your selected rule and enter the details. Click Next when done.

    • Caller ID rules apply to calls coming from specific phone numbers. You can create a list of phone numbers to be used for this setting. (Numbers selected must be using Caller ID.)

    • Called number rules are based on the phone number that your caller dialed; for example, a phone number you are using for a customer promotion campaign.

    • Date and/or time rules apply based on a time of day and week every week, or based on a specific date range.

  4. Define the Call handling rule. The following actions determine how calls are handled based on the conditions that you’ve set. Click Save when done.
    • Forward Calls – Allows you to forward calls to forwarding numbers simultaneously, or in sequential order.

      Forward Calls - Allows you to forward calls to forwarding numbers simultaneously, or in sequential order.

    • Take Messages Only – This option send callers directly to voicemail.

      Take Messages Only - This option send callers directly to voicemail.

    • Play Announcement Only – Plays a pre-recorded announcement and ends the call after the announcement is played.

      Play Announcement Only - Plays a pre-recorded announcement and ends the call after the announcement is played.

    • Unconditional Forwarding – Bypasses the call handling settings and allows the forwarding number to handle the call. Select if you want to forward the call to a different phone number without having to go through your greeting settings. This option is good when you want the call to go directly to your personal voicemail when you don’t pick-up. Enter the phone number on the field provided.

      Unconditional Forwarding

      For specific instructions on each custom rule, click on the links below:

      How to set a rule based on time of day or date range
      How to set a rule based on an incoming Caller ID
      How to set a rule based on a called number

 

Change an Advanced Call Handling Rule’s Conditions

  1. Under the Advanced section, click Edit on the Custom answering rule that you wish to edit. 

    Under the Advanced section, click Edit on the Custom answering rule that you wish to edit. 

  2. You can edit your rule name. Click Next when you have made the change or if you want to skip this step.

    You can edit your rule name. Click Next when you have made the change or if you want to skip this step.

  3. Click on the drop-down arrow to edit your defined condition.  Click Next when you are done or if you don’t want to make any changes. 

    Click on the drop-down arrow to edit your defined condition.  Click Next when you are done or if you don’t want to make any changes. 

    You can also add more conditions to the Advanced Call handling rule. You can have a combination of two (2) or all conditions (Called Number, Caller ID, Date and/or Time). Just click the checkbox to add. Click Next if you are done or if you want to skip adding conditions.

    You can also add more conditions to the Advanced Call handling rule.

  4. You can change rule actions. You can choose from the following actions to be applied to the Advanced Call handling rule. Click Save when done.
    • Forward Calls
    • Take Messages Only
    • Play Announcement Only
    • Unconditional Forwarding

      You can change rule actions. You can choose from the following actions to be applied to the Advanced Call handling rule. Click Save when done.

Disable an Advanced Call Handling Rule

You can Disable the advanced call handling rule to revert to the User’s regular Business and After Hours call handling settings. To disable a Custom rule, just toggle the button to OFF.

To disable a Custom rule, just toggle the button to OFF.

Delete an Advanced Call Handling Rule

You can delete an advanced call handling rule when it is no longer applicable for future use.

You can delete an advanced call handling rule when it is no longer applicable for future use.

Note: If you are logged in as an Administrator, you may click Save as template on the Advanced Call handling rule. 

Once saved, it will be on your Templates list. See User Templates Overview to learn more.

See also:

Call Handling & Forwarding Overview

 

Keywords:
Advanced Call Handling, custom rules, schedule, date, rules