AT&T Office@Hand

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Setting up Advanced Company Call Handling rules via the Auto-Receptionist
Article #3801

How do I set up Advanced Company Call Handling rules via the Auto-Receptionist?

Account Administrators can set up multi-conditional company call handling rules based on the time of day, date range, incoming Caller ID, or dialed number. By setting up custom company call handling rules, Administrators can:

  • Customize greetings and route incoming calls based on business hours, the date, or a date range. For example, you can establish automated answering rules for the holiday selling season, and then set them to revert automatically after the season is over.
  • Forward calls to any extension, to an outside line, or directly to voicemail. The outside line can be any phone number in the US or any where in the world.
  • Set advanced rules that provide special handling for calls with specific caller ID information, such as certain suppliers, customers, or investors.
  • Advanced rules can also be set for incoming calls to specific phone numbers. For example, if your organization creates a phone number for a special promotion, you can set rules so that the caller will hear a relevant greeting and set of options.

IMPORTANT: Custom Call Handling Rules are applied before the Business Hours and After Hours rules.

Custom Call Handling Rules are applied before the Business Hours and After Hours rules.

Caller ID – rules that would apply for calls coming from certain phone numbers. You can create a list of phone numbers to be used for this setting

Dialed Number/Called Number – rules that are based on the specific phone number your clients dialed. For example, you may have designated a specific phone number on your account for a promotion you are running

Date and/or Time – rules that would apply based on a time of the day and week every week, or on a specific date range

Note: This section of the account can only be accessed by an account Administrator. Click on the links below to proceed.

Accessing your Company Advanced Company Call Handling Rules via the Auto-Receptionist
Custom Rule Conditions

 

Validate Rules

Disable or Delete an Advanced Call Handling Rule

Accessing the Advanced Section of your Company Call Handling

To go to the section where you can configure custom Advanced Call Handling Rules, follow the steps below:

  1. Log in to your Office@Hand online account.
  2. Go to Admin Portal, then click Phone System.

    Go to Admin Portal, then click Phone System.

  3. Click Auto-Receptionist.

    Click Auto-Receptionist.

  4. Under the General Settings tab, click IVR Settings.

    Under the General Settings tab, click IVR Settings.

  5. Click Custom Rule below Custom Answering Rules.

    Click Custom Rule below Custom Answering Rules.

Custom Rule Conditions

Clicking on Custom Rule under the IVR Settings section of your account gives you the option to add custom Call Handling rules based on the following

  • Caller ID
  • Called Number
  • Date and/or Time

Caller ID

The Caller ID rule is based on 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.)

  1. Go to Advanced Company Call Handling.
  2. Click Add Rule.

    Click Add Rule.

  3. Enter the name of the rule, then click Next.

    Enter the name of the rule, then click Next.

  4. Select Caller ID and type the phone number to use. You can use a partial number, such as just the area code. Contacts from your address book can also be added by simply starting to type their names or numbers. Click Add after typing the phone number or contact name.

    Select Caller ID and type the phone number to use.

    Note: You can add more Caller IDs on the list. To delete an entry, point your mouse cursor over the number that you want to delete and then click the X icon. Once done, click Next.

    To delete an entry, point your mouse cursor over the number that you want to delete and then click the X icon. Once done, click Next.

 

Called Number

The Called Number rule is based on the phone number your clients dialed; for example, a phone number you are using for a customer promotion campaign.

  1. Go to Advanced Company Call Handling.
  2. Click Add Rule.

    Click Add Rule.

  3. Enter the name of the rule, then click Next.

    Enter the name of the rule, then click Next.

  4. Select Called Number, then click Select Number.

    Select Called Number, then click Select Number.

  5. The rule is activated when callers dial the selected number. Select those numbers you want to handle with this custom rule by checking the box.

    Click Save.

    Select those numbers you want to handle with this custom rule by checking the box.

  6. Click Next.

    Click Next.

Custom Company Call Handling Rule based on Date and/or Time

The Date and/or Time rule is based on a time of the day and week every week, or on a specific date range. This condition works best for setting vacation and holiday schedules.

  1. Go to Advanced Company Call Handling.
  2. Click Add Rule.

    Click Add Rule.

  3. Enter the name of the rule, then click Next.

    Enter the name of the rule, then click Next.

  4. Select Date and/or Time.

    Select Date and/or Time.

  5. You will be asked to select when the rule should be active.
    • Weekly Schedule – Select this option to handle calls a certain way on the same days and times each week.
    • Specific Date Range – Select this option to handle calls differently for holidays, vacation, or other specific dates.

Custom Answering Rule based on Weekly Schedule

Select Weekly Schedule to handle calls a certain way on the same days and times each week.

  1. Click Weekly Schedule, and then select the days and time when the rule should be applied every week.
    When selecting the days and time, you have the options to do the following:

    • Select the days when the rule should be applied by switching the toggle ON Toggle on or OFF Toggle OFF.
    • Specify the time for the days when the rule should be applied.
    • Click the 24 hours checkbox to set a day’s working hours from 12 AM to 12 AM the following day (24 hours).
    • Select Copy to Weekdays to copy a day’s schedule to other days of the week (Monday-Friday).
    • Select Copy to All Days to copy a day’s schedule to the rest of the week (Monday-Sunday).

      Click Weekly Schedule, and then select the days and time when the rule should be applied every week.

  2. Click Next.

Custom Answering Rule based on Specific Date Range

Select Specific Date Range to handle calls differently for holidays, vacation, or other specific dates.

  1. Select Specific Date Range, and then select the Date and Time when the rule should be applied.

    Select Specific Date Range, and then select the Date and Time when the rule should be applied.

    If this answering rule should be active during holidays, you can add date to the rule by clicking on the Plus + sign.

    If this answering rule should be active during holidays, you can add date to the rule by clicking on the Plus + sign.

  2. Click Next.

    Click Next.

Define the Call Handling Rule

This section allows you to set how the calls are handled based on the conditions that you have set for the custom answering rules. You have 2 options for handling calls that match your defined conditions:

Play Company Greeting – This option will play a greeting to your caller and allow them to press an action, like enter an extension.

Connect directly to an extension – This option will route your callers to an extension immediately.

This section allows you to set how the calls are handled based on the conditions that you have set for the custom answering rules.

Define Call Handling: Play Company Greeting

  1. Select Play company greeting, and then set the greeting by choosing an option from the drop-down menu. You can choose to play the Default greeting from Office@Hand or have a customized greeting.

    Default Greeting
    Thank you for calling “My Company”. If you know your party’s extension you may dial it at any time. For the Operator press 0. For the Dial-By-Name directory press 9.”

    Default Greeting

    Custom Greeting
    Under Set Greeting, select Custom, and then select how you want to record your custom greeting.
    Phone
    Computer Microphone
    Importing

    Under Set Greeting, select Custom, and then select how you want to record your custom greeting.

    Phone
    If you select this option to record your greeting over the phone, Office@Hand will call the number that you have indicated and provide further instructions over the phone.

    Computer microphone
    Select this option if your computer has a mic. When recording your custom greeting, the following buttons are available:
    Re-record Use this icon to Record / Re-record your custom greeting.
    Stop/Finish Use this icon to Stop / Finish your recording.
    Play/Listen Use this icon to Play / Listen to your recording.
    Upload/Activate Use this icon to Upload / Activate your recording.
    Download Use this icon to Download your recording and save it to your computer.

    Importing
    Select this option to use a pre-recorded greeting. Browse to the location of the file on your computer, select the .wav or .mp3 file that you want to use, and then upload it to your Office@Hand account. Scroll down to proceed to next step.

  2. Define the action if the caller enters no action.
    • Connect to Operator – Select this option if you want to direct callers to the Operator extension after the greeting.
    • Disconnect – Select this option if you want to disconnect the caller after the greeting repeats three times.

      Define the action if the caller enters no action.

Define Call Handling: Bypass greeting to go to extension

When you choose Bypass greeting to go to extension, your callers will be routed directly to the extension that you selected.

  1. Select Bypass greeting to go to extension, then click the Select Extension button.

    Select Bypass greeting to go to extension, then click the Select Extension button.

  2. Select the extension where you want your calls to be routed, then click Done.

    Select the extension where you want your calls to be routed, then click Done.

  3. Click Done.

    Click Done.

Validate Rules

The Validate Rules feature helps determine that the Enabled rules have no duplicates or are not out of date.

  1. Log in as an Administrator to your Office@Hand account.
  2. On the Admin Portal page, click Phone System.

    On the Admin Portal page, click Phone System.

  3. Select Auto-Receptionist.

    Click Auto-Receptionist.

  4. Under the General Settings tab, click IVR Settings.

    Under the General Settings tab, click IVR Settings.

  5. Under Custom Answering Rules, click the Custom Rule button.

    Click Custom Rule below Custom Answering Rules.

  6. Click Validate Rules to verify if your created rules have no issues or does not conflict with other rules.

    Click Validate Rules to verify if your created rules have no issues or does not conflict with other rules.

    The example below shows the list of conflicting rules that the tool found after validation. To fix the conflict, you can either Edit or Delete the conflicting rule.

    To fix the conflict, you can either Edit or Delete the conflicting rule.

    After making the necessary changes, you will be prompted that the rules are now set correctly.

    After making the necessary changes, you will be prompted that the rules are now set correctly.

Disable or Delete an Advanced Call Handling Rule

You can Disable or Delete an Advanced rule if the rule is no longer needed.

  1. Log in to the Office@Hand Online Account.
  2. Go to Admin Portal, then click Phone System.

    Go to Admin Portal, then click Phone System.

  3. Click Auto-Receptionist.

    Click Auto-Receptionist.

  4. Under the General Settings tab, click IVR Settings.

    Under the General Settings tab, click IVR Settings.

  5. Click Custom Rule below Custom Answering Rules.

    Click Custom Rule below Custom Answering Rules.

  6. Click the slider button Slider button to on to Disable a rule.
    Click Delete to remove a rule.
    Note: Delete a rule if it will no longer be applied in the future.

    Delete a rule if it will no longer be applied in the future.

    Note: A confirmation appears, asking you if you want to continue deleting the rule. Click Yes.

    Note: A confirmation appears, asking you if you want to continue deleting the rule. Click Yes.

 

Keywords: auto receptionist, custom rules, advanced call handling feature, Auto-Receptionist, 380