Creating and managing site call handling templates in the AT&T Office@Hand Admin Portal

Admins can create and apply a custom rule to multiple company sites at once by creating a site call handling template. Custom rules take priority over standard incoming call rules when the template conditions are met, such as during a specific date and timeframe. You can edit and manage the templates as needed.
Call handling templates can also be created and applied to multiple users, and across call queues.

Creating site call handling templates

1. Sign in to the Admin Portal.
2. Click the Phone System tab.
3. In the left panel, click Templates > Site Call Handling.
4. Click Add Site Call Handling Template.

   

5. By default, you’ll be in the Conditions tab. Select when the rule should be active. You can choose between two options:
   • Weekly Schedule: Select the days and times when the custom rule should apply.
   • Specific Date Range: Specify a date and time window when the custom rule should apply. Click the Add icon to add another date range.
6. Click Next.

   

7. In the Call Handling tab, select where to route incoming calls, and then enter an extension. Your options include:
   • IVR menu: Forwards the calls to a company IVR menu where the caller is prompted to make a selection to route their call to the correct extension.
   • A specific user: Forwards the calls to a selected user.
   • Multiple users – call queue: Sends the calls to a call queue extension.
   • Voicemail: Sends callers to the voicemail inbox of a message-only extension.
   • Announcement: Plays a pre-recorded or custom announcement, then ends the call.
   • Delegated line: Sends the calls to multiple users who share the same extension.
   • Shared line: Forwards the calls to multiple phones that share the same extension.
   • Limited extension: Sends calls to a common area phone that’s not tied to a specific user.
8. Click Next.

   

9. Enter a name for the template, then review your conditions and call handling selections. To make any changes, click Edit.
   10. When finished, click Save.

   

Managing site call handling templates

To manage existing templates:

1. Sign in to the Admin Portal.
2. Click the Phone System tab.
3. In the left panel, click Templates > Site Call Handling.
4. In the Actions column, click the three-dot More icon and select: Duplicate, Apply, or Delete.

   

Duplicating a site call handling template

You can copy an existing template to apply to a different group of sites. After selecting Duplicate from the dropdown:

1. Enter a name for the template, then click Save.
2. Once copied, click the dropdowns to make changes from the original template, then click Save in the bottom right. You can make changes to:
   • Template Information: Enter a new template name.
   • Conditions: Update the schedule of when the template will be activated.
   • Call Handling: Change where you want incoming calls to be routed.

     

Applying a site call handling template

After creating a template, you’ll need to apply it to the sites where you want the custom rule to take effect. The rule becomes active as soon as the template is applied. Once you’ve selected Apply from the dropdown:

1. Check the boxes to apply the template to the main site (a) and/or additional company sites (b).
2. Click Apply.

   

3. Click Continue in the confirmation window.
4. You’ll receive an email once it’s completed. Add additional email addresses to notify others that the template was applied.
5. Click Apply Template.

   

Deleting a site call handling template

If a template, or the associated custom call rule, is no longer needed, you can delete it.

1. Select Delete from the dropdown, or click the box next to the template, then the Delete icon at the top.
2. 2. In the confirmation window, click one option:
   • No, delete template only
   • Yes, delete template and associated rules

     
     

Editing a site call handling template

To modify existing site call handling templates:

1. Click the template name you want to edit.
2. Click the appropriate dropdowns to update:
   • Template Information: Modify the template name.
   • Conditions: Update the schedule of when the template will be activated.
   • Call Handling: Change where you want incoming calls to be routed.

     

3. Click Done, then click Save in the bottom right corner.