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AT&T Office@Hand

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Set Up Call Forwarding for AT&T Office@Hand Wireless & Wireless Integrated
Article #3876

Call Queue - Set Up Call Forwarding for After Work Hours for AT&T Office@Hand Wireless & Wireless Integrated+

This section provides instructions on how to configure the user extension call handling and forwarding settings during after hours.

AT&T Office@Hand lets you set custom user hours for extensions. If you have configured custom user hours, you will need to configure how calls will be handled in the off periods.

If you access any after-hours configuration tabs while the user hours are set to 24/7, you will receive a message prompting you to configure the user hours.

Configuring after hours call forwarding settings

  1. Sign in to your AT&T Office@Hand online account. If you’re signed in as an admin, select My Extension from the Admin Portal.
  2. Navigate to Call Forwarding and Voicemail:
    • From the top navigation tabs, go to Settings, or,
    • From the Overview page, go to Call Handling Rules.
  3. Click on the After Hours tab. If your user hours are set to 24 hours / 7 days a week a message will prompt you to change your user hours in order to continue.
  4. Set how you’d like to answer calls after hours under Incoming calls.
    • Ring in order: All incoming calls will ring one at a time, depending on the order you have set for each device. You can toggle the button on or off beside each number for it to be included in the ring order. You can also add additional phone numbers.
    • Ring at once: All incoming calls will ring at once. You can toggle the button on or off beside each number for it to be included in the ring order. You can also add additional phone numbers.
    • Send to voicemail: Send callers to voicemail. Set the voicemail greeting and choose the voicemail box of the current extension or a different extension.
    • Play message and disconnect: Plays either the default message stating that no one is available to take the call or a custom audio recording of your preference.
    • Forward to extension: Forwards calls to your preferred phone number or device.
    • Forward to external number: Directly forwards calls to your preferred number while bypassing any other configuration settings.
  5. Click Save.

Call forwarding settings

  1. Under the Work Hours tab, you can select a ringing option under Incoming Calls.
    • Ring in order: Forwarding numbers will ring one at a time in order of priority.
    • Ring at once: Forwarding numbers will ring at the same time.
  2. Enable or disable ringing on your devices.
  3. Add phone numbers to your forwarding numbers list.
    • To add another number, click Add number or co-worker, then enter the Phone Name and the Phone Number in their respective fields.
  4. Set the number of rings for each forwarding number under Ring For.

    Set the number of rings for each forwarding number under Ring For.

  5. Set how you’d like your missed calls to be handled during work hours under Missed Calls. Choose from the drop-down menu.
    • Send to voicemail: Send callers to voicemail. Set the voicemail greeting and choose the voicemail box of the current extension or a different extension.
    • Play message and disconnect: Play an Unavailable Greeting to the caller. You can use the default unavailable greeting or record a custom unavailable greeting.
    • Forward to extension: Forward the call to the selected extension.
    • Forward to external number: Forward the call to the specified phone number.
  6. Click Save.

    Click Save.

There may be a delay when forwarding calls to a non-AT&T Office@Hand number due to the time spent establishing a connection between AT&T Office@Hand and the forwarding number carrier.

By default, AT&T Office@Hand plays an announcement when a call is forwarded to your home or mobile phone to identify how you should answer the phone, especially if you use your phone for both business and personal use.

The Play Announcement feature requires you to press 1 to accept a forwarded call.

  • If there’s no action, the caller will be routed to the extension’s mailbox to leave a message, and the message will be saved in the AT&T Office@Hand user’s mailbox.
  • If set to Never, and you want AT&T Office@Hand to keep your voice messages, either you set the number of rings lower than what is required to kick on the forwarding number’s voicemail or keep the Play announcement before connecting feature enabled. For more info, visit Configuring your Incoming Call Information Settings | AT&T Office@Hand.

You can save your voice messages in one location at a time. You need to choose where to save your voice messages: in your AT&T Office@Hand extension’s mailbox or your personal device (landline/mobile phone). For more info, visit Setting up your Extension to Bypass AT&T Office@Hand’s Voice Mailbox.

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Set up Call Forwarding for Work Hours+

This article provides instructions on how to set up the user extension call handling and forwarding settings for business hours.

Admins and users can configure where to receive incoming calls during or after active user hours in the AT&T Office@Hand online account.

Configuring call forwarding settings

  1. Log in to your AT&T Office@Hand online account.
  2. Follow the navigation path below depending on your access profile:
    • Admins: On the Quick Access page in the Admin Portal, navigate to Users > Manage Users, select the extension to configure, then click Call Forwarding and Voicemail.
    • Users: Navigate to Settings > Call Forwarding and Voicemail.
  3. Under Work Hours, set how you’d like to answer calls during work hours for Incoming calls. Choose the ring order.
    • Ring in order: Rings the call forwarding numbers in preferred order. To arrange the numbers’ order, click and hold the drag icon, then move it to your preferred order location.
    • Ring at once: Rings all of the enabled call forwarding numbers at the same time. There may be some delays in ringing devices, such as mobile phones, due to the different carrier networks.

      NOTE
      : You can add up to 10 phones to your forward when your ringing sequence is set to sequential or simultaneous.

      By default, the desktop and mobile apps option is enabled and is set to ring first before your other forwarding numbers. You can toggle the slider to disable it, or drag and drop Desktop & Mobile apps to change the order.

      By default, the desktop and mobile apps option is enabled and is set to ring first before your other forwarding numbers.

  4. Choose where you want calls to be forwarded. You can choose one or more of the following:
    • Desktop & Mobile apps
    • Deskphone
    • Third-party numbers
  5. Set the number of rings for each phone and/or forwarding number on the list. One ring is equal to about 5 seconds.

    Set the number of rings for each phone and/or forwarding number on the list.

  6. Set how you’d like your missed calls to be handled during work hours under Missed calls. Choose from the drop-down menu.
    • Send to voicemail: Send callers to voicemail. Set the voicemail greeting and choose the voicemail box of the current extension or a different extension.
    • Play message and disconnect: Play an Unavailable Greeting to the caller. You can use the default unavailable greeting or record a custom unavailable greeting.
    • Forward to extension: Forward the call to the selected extension.
    • Forward to external number: Forward the call to the specified phone number.
  7. Click Save.

Call forwarding devices

Calls forwarded to the user extension can be answered from different devices.

Desktop and mobile apps

You can answer forwarded calls using the RingCentral desktop or mobile app if you have the apps installed and are logged in.

  1. Enable Desktop & Mobile apps.

    Enable Desktop & Mobile apps.

  2. Click Save.

Deskphone

If your phone system administrator ordered a deskphone for you, you have the option to receive incoming calls to your deskphone.

Click the toggle switch to enable your deskphone.

Click the toggle switch to enable your deskphone.

Third-party numbers

You can add up to 10 forwarding numbers for each extension assigned to you and set calls to ring sequentially or simultaneously.

  1. Select additional devices (if any) you would like to ring when you receive an incoming call to your business number.
  2. If you need to add more numbers, click Add number or co-worker.

    If you need to add more numbers, click Add number or co-worker.

  3. Choose whether you’re adding a Number or a Coworker.
  4. Enter the phone number and a corresponding custom label for it on the space provided.

    Enter the phone number and a corresponding custom label for it on the space provided.

  5. Click Save.

Issue when the AT&T Office@Hand app is added as a coworker call forwarding phone

The AT&T Office@Hand app (desktop/mobile/web) and web integrations can be set as forwarding numbers but will not ring. For example, User A wants to ring their coworker User B, who uses the AT&T Office@Hand app, while they are on vacation. Another example is a department with a front desk extension that should ring the other users in the department.

Desk phones and AT&T Office@Hand Phone desktop and mobile apps register using a static ID that allows ringing those devices when configured as a coworker phone. However, the AT&T Office@Hand app currently registers using a dynamic ID that doesn’t support this use case.

If you have virtual extension configurations that upgraded from AT&T Office@Hand Phone app to AT&T Office@Hand app, you may likely report that your call forwarding has stopped working.

Recommendations when AT&T Office@Hand app doesn’t ring when added as a coworker call forwarding phone

These are the likely scenarios where you need the ability to ring a coworker who uses AT&T Office@Hand app.

Use case Description Recommendation
Front Desk Virtual extension configured to ring one or more AT&T Office@Hand app users

Call Queue and Call Queue Pickup

Admins should add users who are offered the call first as call queue agents, while secondary users are added as call queue pickup members.

Set the pickup alert timer based on the desired call notification delay between agents and pickup members.

Missed call AT&T Office@Hand app User A needs to forward unanswered calls to AT&T Office@Hand app User B instead of sending the call to voicemail for User A.

Group Call Pickup

Admins should add users who need to answer each other’s calls to a group call pickup. Set the pickup timer alert based on the desired call notification delay between the original called user and pickup members.

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Set up Call Forwarding | Business Hours | Hold music+

This section provides information on how to configure the hold music setting during call queue hours. Select the music you wish to use when callers are placed on hold. You can also upload a custom recording. Callers will hear the selected music whenever the call is on hold.

First, access the Call Handling section. Under Hold music, select On to enable this feature. Select the music you wish to use when callers are placed on hold. You can also upload a custom recording.

Under Hold music, select On to enable this feature. Select the music you wish to use when callers are placed on hold.

  1. Click Set Hold Music.
  2. Choose from any of the following options:
    a. Ring Tones
    b. Music
    c. None
    d. Custom
    Selecting Custom will let you upload your own audio file. Use the playback controls to listen to the prompt options.

    Selecting Custom will let you upload your own audio file. Use the playback controls to listen to the prompt options.

    Note: Recommended audio file formats are CCITT u-Law (G711a), 8kHz, 8 bit, mono. The allowed .mp3 formats are PCM, 8kHz, 16 bit, mono. It is recommended to use either .wav or .mp3 audio file formats, otherwise it will not work correctly.
    Once you have selected the file, click Attach.

    Once you have selected the file, click Attach.

    Preview the uploaded Voicemail greeting. Click the Record button Record button to upload a different file or click the Download button Download button to download a copy of the greeting.

    Preview the uploaded Voicemail greeting. Click the Record button Record button to upload a different file or click the Download button Download button to download a copy of the greeting.

  3. Click Save.

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See Also:
Office@Hand: Groups Overview

Key Words: on hold, music, edit, custom, upload, call handling, group, call queue, setting, customize, 3876, web, 10908, 10910, 67834

 

12/2021