RingCentral Office@Hand from AT&T

Learn how to use features from RingCentral Office@Hand from AT&T. Access our self-help options including our How To Videos to set up and use this application to communicate with customers.

Back to product page

Office@Hand: User Templates
Article #7110

How do I create a user template?

Templates allow an Account Administrator to implement a set of configuration to multiple users at once through the Office@Hand Online account, reducing repetitive actions by applying same settings to a group of users.

This article demonstrates how Account Administrators can perform the following tasks:

Creating a Template
Setting up a Template
Duplicating a Template
Applying a Template
Deleting a Template

Note: Your settings will override any configuration the affected users might have previously done.

Creating a Template

  1. Click on the Users tab, and then click Templates.

    Click on the Users tab, and then click Templates.

  2. Click Add Template.

    Click Add Template.

  3. Enter the name of your Template, and then click Save.

    Enter the name of your Template, and then click Save.

    You will then be redirected to setting up your created Template.

Setting up a Template

Account Administrators can configure and customise the following Template Settings.

Inbound tab

Inbound tab

Template Information – Edit the name of your template and see the last time it was modified and when it was created.

User details – You can configure the following under this section:

  • Regional Settings – Set the time zone, time format, and home country for the user/s.
  • Roles – Set Roles and Permissions for users or departments in your company.
  • User Hours – Set user hours to 24 hours or Specify hours.
  • User Groups – A grouping of Users based on their organisation hierarchy. A User Group would have a Group Manager, who have access to modify group member’s settings and view their call logs.
  • Emergency Address – Provide a physical address for First Responders.
  • Bandwidth Settings – Allows you to change the bandwidth usage of a desk phone or desktop app for better call quality. You can switch between High and Low. High Bandwidth gives you better sound quality but calls can become choppy when it is not available. Low Bandwidth gives you lower sound quality but ensures no interruptions during your conversation.

Screening, Greeting & Hold Music – You can configure the following under this section:

  • User Greeting – Turn on this option when you want the system to answer the call with a recorded welcome message so callers know they’ve reached the right person. This is not a personal voicemail announcement.
  • Call Screening – Turn on this option when you want callers to announce their name before continuing to connect the call. This option lets you identify the caller so you can pick up the call immediately.
  • Connecting Message – Set the default message or create a custom message for callers to hear while the call is being connected.
  • Hold Music – Turn hold music on or off and choose from 16 musical styles.
  • Audio While Connecting – Select the music or ringtone callers will hear while connecting.

Call Handling & Forwarding – You can configure the following under this section:

  • Desktop Apps & Smartphones – Enable this feature to notify your Desktop app and smartphones before forwarding the incoming call to your desk phones and forwarding numbers.
  • Incoming Call Information – Choose which information will be displayed for incoming calls, and on which phones the information will be shown. Set the announcement before connecting Direct calls and Call Queue calls.

Messages & Notifications – You can configure the following under this section:

  • Take Messages – Allow or deny users to take voicemail messages; then select the default or create a custom voicemail greeting.
  • Notifications – Choose how you want to be notified about voicemail messages, missed calls, fax transmission results and received text messages

Outbound tab

Outbound tab

You can configure the following under this tab:

  • Caller ID – Choose the phone number to display as your outbound caller ID for each type of outgoing call. Different Caller IDs may be set when making calls using RingOut, RingMe, Call Flip, and Fax.
  • Fax Settings – View and edit the selected Template’s fax Cover Page and Fax via Email settings.

 

Template Information

  1. Enter the new name of the template.

    Enter the new name of the template.

  2. Click Save button.

[Back to Topics]

Regional Settings

  1. On the User Details section, click Edit under Regional Settings.

    On the User Details section, click Edit under Regional Settings.

  2. Set the Time Zone, Time Format, and Home Country Code. Click Done.

    Set the Time Zone, Time Format, and Home Country Code. Click Done.

  3. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  4. Click Save button.

[Back to Topics]

Roles

Roles give admins the ability to control what users can do within the system. A role is a collection of permissions which could be based on a job function.

  1. On the User Details section, click Edit under Roles.

    On the User Details section, click Edit under Roles.

  2. Select the role you want to assign to selected user/s on the left side, and then click Done.
    Note: The description of roles and permissions are located on the right side.

    Select the role you want to assign to selected user/s on the left side, and then click Done.

  3. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  4. Click Save button.

[Back to Topics]

User Hours

  1. On the User Details section, click Edit under User Hours.

    On the User Details section, click Edit under User Hours.

  2. Select 24 hours / 7 days a week or Custom hours, then click Done.
    Note: If you select Custom hours, you need to set the working hours for the week.

    Select 24 hours / 7 days a week or Custom hours, then click Done.

  3. Ensure that the Override User Settings checkbox is checked.

     

  4. Click Save button.

[Back to Topics]

User Groups

Note: You need to create a User Group first to set up this feature on your User Template. For instructions, go to Office@Hand: User Groups Overview.

  1. On the User Details section, click Edit under User Groups.

    On the User Details section, click Edit under User Groups.

  2. Select a User Group from the list, then click Done.

    Select a User Group from the list, then click Done.

  3. Ensure that the Override User Settings checkbox is checked.

    On the User Details section, click Edit under User Groups.

  4. Click Save button.

[Back to Topics]

Emergency Address 

  1. On the User Details section, select the country where the Emergency Address for the Phone lines will be provisioned under Emergency Address.

    On the User Details section, select the country where the Emergency Address for the Phone lines will be provisioned under Emergency Address.

  2. Click Edit below Address.

    Click Edit below Address.

  3. Enter the Emergency Address, and click the checkbox to acknowledge that you understand the emergency calling address service. click I Accept.

    Enter the Emergency Address, and click the checkbox to acknowledge that you understand the emergency calling address service. click I Accept.

  4. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  5. Click Save button.

[Back to Topics]

Bandwidth Settings 

  1. On the User Details section, click on the drop-down arrow to select the Data Usage type under Bandwidth settings.
    • High Bandwidth – gives you better sound quality but calls can become choppy when it’s not available.
    • Low Bandwidth – gives you lower sound quality but ensures no interruptions during your conversation.

      On the User Details section, click on the drop-down arrow to select the Data Usage type under Bandwidth settings.

  2. You may also check Use HD Voice if possible. Ensure that the Override User Settings checkbox is checked.

    You may also check Use HD Voice if possible. Ensure that the Override User Settings checkbox is checked.

  3. Click Save button.

[Back to Topics]

User Greeting

  1. On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under User Greeting.

    On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under User Greeting.

    The User Greeting window will pop up.

  2. Select between Default or Custom. Selecting Default will use Office@Hand’s default greeting. 

    Select between Default or Custom. Selecting Default will use Office@Hand's default greeting. 

    Selecting Custom allows you to record a custom greeting using Computer Microphone or by Importing.

    Selecting Custom allows you to record a custom greeting using Computer Microphone or by Importing.

    Note: The following are recommended audio formats for Importing:
    • CCITT u-Law (G711a), 8kHz, 8 bit, mono
    • PCM, 8kHz, 16 bit, mono

  3. Click Done.
    Note: You can click the Play Play button button to listen to your custom greeting or click the Record Record button button to re-record or upload a new one. You can also click Download Download button button to download a copy of your uploaded recording.
  4. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  5. Click Save button.

[Back to Topics]

Call Screening

  1. On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under Call Screening.

    On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under Call Screening.

  2. The Set up Call Screening window will pop up.
  3. Click the radio button of the preferred Connecting Option, and then click Done.

    Click the radio button of the preferred Connecting Option, and then click Done.

  4. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  5. Click Save button.

[Back to Topics]

Connecting Message

  1. On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under Connecting Message.

    On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under Connecting Message.

    The Connecting Message window will pop up.

  2. Select between Default or Custom. Selecting Default will use Office@Hand’s default greeting.

    Select between Default or Custom. Selecting Default will use Office@Hand's default greeting.

    Selecting Custom allows you to record a custom greeting using Computer Microphone or by Importing.

    Selecting Custom allows you to record a custom greeting using Computer Microphone or by Importing.

    Note: The following are recommended audio formats for Importing:
    • CCITT u-Law (G711a), 8kHz, 8 bit, mono
    • PCM, 8kHz, 16 bit, mono

  3. Click Done.
    Note: You can click the Play Play button button to listen to your custom greeting or click the Record Record button button to re-record or upload a new one. You can also click Download Download button button to download a copy of your uploaded recording.
  4. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  5. Click Save button.

[Back to Topics]

Audio While Connecting

  1. On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under Audio While Connecting.

    On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under Audio While Connecting.

    The Audio While Connecting Message window will pop up.

  2. Click the drop-down box below Set Audio to select your preferred audio.

    Click the drop-down box below Set Audio to select your preferred audio.

    Selecting Music allows you to select the Music type.

    Selecting Music allows you to select the Music type.

    Selecting Custom allows you to upload a custom recording. Click Browse.

    Selecting Custom allows you to upload a custom recording. Click Browse.

    Note: The following are recommended audio formats for Importing:
    • CCITT u-Law (G711a), 8kHz, 8 bit, mono
    • PCM, 8kHz, 16 bit, mono

  3. Click Done.
    Note: If you selected Custom, you can click the Play button to listen to your custom greeting or click the Record button to re-record or upload a new one. You can also click Download button to download a copy of your uploaded recording.
  4. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  5. Click Save button.

[Back to Topics]

Hold Music

  1. On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under Hold Music.

    On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under Hold Music.

    The Hold Music window will pop up.

  2. Click the drop-down box below Set Audio to select your preferred audio.

    Click the drop-down box below Set Audio to select your preferred audio.

    Selecting Music allows you to select the Music type.

    Selecting Music allows you to select the Music type.

    Selecting Custom allows you to upload a custom recording. Click Browse.

    Selecting Custom allows you to upload a custom recording. Click Browse.

    Note: The following are recommended audio formats for Importing:
    • CCITT u-Law (G711a), 8kHz, 8 bit, mono
    • PCM, 8kHz, 16 bit, mono

  3. Click Done.
    Note: If you selected Custom, you can click the Play button to listen to your custom greeting or click the Record button to re-record or upload a new one. You can also click Download button to download a copy of your uploaded recording.
  4. Ensure that the Override User Settings checkbox is checked.

    On the Screening, Greeting & Hold Music section, Click the Enable checkbox and click Edit under Hold Music.

  5. Click Save button.

[Back to Topics]

Desktop Apps & Smartphones

  1. On the Call Handling & Forwarding section, Click the Notify my Desktop app and Smartphone checkbox. Enabling this notifies your Desktop app(s) and smartphone(s) before forwarding the incoming call to your desk phones and forwarding numbers.

    On the Call Handling & Forwarding section, Click the Notify my Desktop app and Smartphone checkbox. Enabling this notifies your Desktop app(s) and smartphone(s) before forwarding the incoming call to your desk phones and forwarding numbers.

  2. Under Wait Time, click the drop-down arrow to set the number of rings/seconds before the incoming call will be forwarded.

    Under Wait Time, click the drop-down arrow to set the number of rings/seconds before the incoming call will be forwarded.

  3. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  4. Click Save button.

 

[Back to Topics]

Incoming Call Information

  1. On the Call Handling & Forwarding section, click Edit under Displayed Incoming Caller ID.

    On the Call Handling & Forwarding section, click Edit under Displayed Incoming Caller ID.

  2. On Display Number tab, click the drop-down arrow on Incoming Number Displayed to Me to select what appears on your phone when you receive a forwarded call from your Office@Hand account. You can select between the following:
    • Incoming Caller ID – Displays the phone number of the person calling. Select Incoming Caller ID will give you the following options:

      Displays the phone number of the person calling. Select Incoming Caller ID will give you the following options:

    • Click the If number is blocked or unknown, display my main Office@Hand number as the Caller ID instead check box.
    • Click Enable under Add Special Number. When enabled, you can select to add a number to the end or to the beginning. Enter the special number in the field provided.
    • Select between Non-Office@Hand phones only or All Phones on Display This Call Information on. Select Non-Office@Hand phones only to display altered caller id on calls forwarded to your non-Office@Hand phones while still showing normal callerid on Office@Hand phones/IP phones. Select all to have the above callerid settings apply to any phone you receive calls at.
    • Called Number – Displays the phone number the person dialed. If you use your business phone for personal use as well, it allows you to identify business calls and answer them appropriately.

       Displays the phone number the person dialed. If you use your business phone for personal use as well, it allows you to identify business calls and answer them appropriately.

      Note: Some carriers do not support the ability to send caller ID with pre-pended, or post-pended digits.

  3. On Play Announcement tab, set your preferences:
    • Direct Calls – This option allows you to hear an announcement when your extension or phone is called directly. This is helpful for identifying how you should answer the phone, especially if you use the phone for both business and personal use. The Non-Office@Hand phones only option will play the announcement when forwarding a call to your home or mobile phone, but not when forwarding to a Office@Hand desk phone.

      Direct Calls

    • Call Queue Calls – This setting applies if you are a member of a call queue. This is helpful for identifying how you should answer the phone, especially if you are a member of multiple call queues. The Non-Office@Hand phones only option will play the announcement when forwarding a call to your home or mobile phone, but not when forwarding to a Office@Hand desk phone.

      Call Queue Calls

    • Click Include mailbox name in announcement if preferred.
    • Click Require my pin to answer if preferred. This option requires the pin be entered before accepting a call. This is very helpful if you do not want other people to accept your calls, such as when you have a home office and do not want your children to answer business calls.

      Click Require my pin to answer if preferred. This option requires the pin be entered before accepting a call.

  4. Click Save.
  5. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  6. Click Save button.

[Back to Topics]

Take Messages

On the Messages & Notifications section, you can enable or disable Take Messages.

When Enabled

  1. You can click Edit under Voicemail Greeting.

    You can click Edit under Voicemail Greeting.

  2. Select Default or Custom for Set Greeting.

    Select Default or Custom for Set Greeting.

    Selecting Custom allows you to record using Computer Microphone or by Importing a custom recording.

    Selecting Custom allows you to record using Computer Microphone or by Importing a custom recording.

    Note: The following are recommended audio formats for Importing:
    • CCITT u-Law (G711a), 8kHz, 8 bit, mono
    • PCM, 8kHz, 16 bit, mono

  3. Click Done.
    Note: If you selected Custom, you can click the Play Play button button to listen to your custom greeting or click the Record Record button button to re-record or upload a new one. You can also click Download Download button button to download a copy of your uploaded recording.
  4. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  5. Click Save button.

When Disabled

  1. On How To Handle Missed Calls, select between Play greeting and disconnect or Connect directly to Group.

    On How To Handle Missed Calls, select between Play greeting and disconnect or Connect directly to Group.

    • If Play greeting and disconnect is selected, you can select Default for Unavailable Greeting or select Custom. Click Done when finished.

      If Play greeting and disconnect is selected, you can select Default for Unavailable Greeting or select Custom. Click Done when finished.

  2. Selecting Custom allows you to record using Computer Microphone or by Importing a custom recording.

    Selecting Custom allows you to record using Computer Microphone or by Importing a custom recording.

    Note: The following are recommended audio formats for Importing:

    • CCITT u-Law (G711a), 8kHz, 8 bit, mono
    • PCM, 8kHz, 16 bit, mono
    • If Connect directly to Group is selected, click Select Group and then click the radio button of the selected Group ins the Select Group window, Click Done when finished.

      If Connect directly to Group is selected, click Select Group and then click the radio button of the selected Group ins the Select Group window, Click Done when finished.

  3. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  4. Click Save button.

[Back to Topics]

Notifications

  1. On the Messages & Notifications section, click Edit under Notifications.

    On the Messages & Notifications section, click Edit under Notifications.

  2. Click the checkbox of your preferred settings, and click Done.

    Click the checkbox of your preferred settings, and click Done.

  3. Ensure that the Override User Settings checkbox is checked.

    Ensure that the Override User Settings checkbox is checked.

  4. Click Save button.

[Back to Topics]

Caller ID

QUICK TIP: If you select a Toll-Free or Blocked number, Office@Hand will detect if the call isn’t getting through and automatically display an alternate local number instead so your call has a better chance of getting through.

  1. Under the Outbound tab, click Caller ID.

    Under the Outbound tab, click Caller ID.

  2. Decide what phone number you want to display as your Caller ID number for outgoing calls. Click Edit below the setting that needs to be changed.
    Ensure that the Override User Settings checkbox is checked.

    Click Edit below the setting that needs to be changed.

    Note: You may also Click the checkbox for Display my extension number for internal calls. Select this option if you want to display your extension as your Caller ID when making internal calls. All Office@Hand and IP phones will see the extension. Calls forwarded to external phones, like a mobile phone, will still show your complete direct phone number.

  3. Click Save button.

[Back to Topics]

Fax Settings

  1. Click the Outbound tab, then click Fax Settings.

    Click the Outbound tab, then click Fax Settings.

  2. Edit the information that will be printed on your fax cover page. Click Edit under Fax Number to change the phone number that will be displayed as the Caller ID number. Click Select under Cover Page to change the fax cover page.

    Click Select under Cover Page to change the fax cover page.

  3. Under Faxes Sent via Email, select On or Off under Omit cover page when email subject is blank. If On, the cover page will be used when you send a fax via email with a subject line. If you send it without a subject line, a cover page will not be used.

    If you send it without a subject line, a cover page will not be used.

  4. Click Save button.

[Back to Topics]

Duplicating a Template

  1. Click Copy opposite the Template that needs to be duplicated.

    Click Copy opposite the Template that needs to be duplicated.

  2. Enter the name for the new Template, then click Save.

    Enter the name for the new Template, then click Save.

Applying a Template

After a template has been created and configured, you can assign it to a group of users right away. 

  1. Click Apply opposite the Template that needs to be duplicated.

    Click Apply opposite the Template that needs to be duplicated.

  2. Select the Users that needed to be assigned to the selected Template. Click Apply.

    Select the Users that needed to be assigned to the selected Template. Click Apply.

[Back to Topics]

Deleting a Template

There are several ways of deleting Templates.

Method 1:
Select the Templates to be deleted from the list, then click the Delete button.

Select the Templates to be deleted from the list, then click the Delete button.

Method 2:
To delete a template from the Templates list, click Delete opposite the one that needs to be deleted.

To delete a template from the Templates list, click Delete opposite the one that needs to be deleted.

Method 3:
While editing the Template settings, you can click Delete Template at the bottom left of the page.

While editing the Template settings, you can click Delete Template at the bottom left of the page.

[Back to Topics]

Keywords: templates, User templates, template, user template, 7110