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Call Handling – Set Up Custom Company Call Handling Rules | Admin | AT&T Office@Hand
Article #3801

Multi-condition advanced call handling or custom answering rules provide offer powerful call management capabilities using conditions based on time of day, date range, incoming caller ID, and called number. Custom Call Handling Rules are applied before the Business Hours and After Hours rules. These rules can be created and maintained by Account Administrators using the AT&T Office@Hand Online Account.

Set Up Custom Company Call Handling Rules – Admin

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.

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

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.

Click on links below to learn more.

Set Up Custom Company Answering Rules
Custom Answering Rules
Define the Call Handling Rule
Validate Rules

Set Up Custom Company Answering Rules

  1. Log in to the Office@Hand Online Account.
  2. Go to Phone System > Auto-Receptionist > General Settings > IVR Settings.

    Go to Phone System > Auto-Receptionist > General Settings > IVR Settings.

  3. Click Custom Rule.

    Click Custom Rule.

  4. Click Add Rule.

    Click Add Rule.

  5. Enter a name for the rule, then click Next.

    Enter a name for the rule, then click Next.

    You will have the option to add Custom Answering Rules. Proceed to the next section to learn more.

Custom Answering Rules

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.)

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. You can add multiple Caller IDs on the list. To delete an entry, click the X icon.

Once done, click Next.

Once done, click Next.

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.

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.

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 Done, then click Next.

Click Save.

Select those numbers you want to handle with this custom rule by checking the box. Click Done, then click Next. Click Save.

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.

You will be asked to select when the rule should be active. Your options are the following:

Weekly Schedule
Specific Date Range

Weekly Schedule

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

Note: If your Custom Rule’s time range crosses past midnight it is best to set this manually per day that the rule will apply instead of using the Copy to Weekdays link.

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

QUICK TIP: Click on the drop-down menu, then select if you would like to Copy to Weekdays or Copy to All Days your schedule.

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

Specific Date Range

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

Select the Date and Time when the rule will be applied, then click Next.

Select the Date and Time when the rule will be applied, then click Next.

Note: You can add several dates when this rule should be active, as needed. Click the Plus + button. Click Next when done.

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
Bypass greeting to go to extension

Play company greeting

  1. Select Play company greeting.
  2. Click the drop-down box below Set Greeting to set up what the callers will hear
    Note: Click Custom to use your own greeting. You can record the custom greeting over the phone, or by using your computer microphone. You can also upload an audio file.
  3. Define what will happen when callers enter no action after the company greeting has finished playing. You have 2 options:
    • Connect to Operator
      Select this option if you want to direct callers to ext. 0 after the greeting. See The Operator Extension, for more information about the Operator Extension. Under If caller enters no action, select Connect to Operator, and then click Done.
    • Disconnect
      Select this option if you want to disconnect the caller after the greeting repeats three times. Under If caller enters no action, select Disconnect, and then click Done.

      Under If caller enters no action, select Disconnect, and then click Done.

Bypass greeting to go to extension

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

  1. Click Select Extension.
  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. Back to the Define Call Handling section, click Done.

Validate Rules

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

Go to Phone System > Auto-Receptionist > General Settings > IVR Settings > Custom Answering Rules. Click the Custom Rule button.

Click Validate Rules to verify if your created rules have no issues or do not conflict with other rules. You will need to update those rules that show errors. After making the necessary changes you will be prompted that the rules are now set correctly.

Click Validate Rules to verify if your created rules have no issues or do 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. See Call Handling – Disable or Delete Custom Call Handling Rule | Admin | AT&T Office@Hand for more information.

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.

Keywords: auto receptionist, custom rules, advanced call handling feature, Auto-Receptionist, 3801