Setting up your Extension to Bypass AT&T Office@Hand’s Voice Mailbox
Article #71214

These steps show how to save a voicemail when AT&T Office@Hand handles the call forwarding. The callers will hear AT&T Office@Hand’s ring-back tone and hold music when set up. Calls are offered to forwarding numbers specified on the account.

1. Sign in to your AT&T Office@Hand online account.
2. Go to Call Forwarding and Voicemail.
   • 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 whether to Ring in order or Ring at once.
4. Click Add number or coworker where you want to save your voicemail messages.
5. Ensure that the toggle is on, and then set the number of rings to a maximum: 15 rings / 75 secs.
   • If you have two or more forwarding numbers and the phones are set to Ring in order, the forwarding number you chose to save your voice messages should be the last to ring and should be set to ring 15 times (75 secs).
   • If you have two or more forwarding numbers, and the phones are set to Ring all at once, the forwarding number you chose to save your voice messages should have the maximum number of rings (75 secs), while the rest of the forwarding numbers are set at a minimum.
   • The number of rings set on the forwarding number should be greater than the number of rings it requires before taking a voice message. Setting it
     like so ensures that the forwarding number’s mailbox will pick up the call before the number of rings on AT&T Office@Hand runs out.
   • For example, if your phone is supposed to ring four times before it takes the voicemail, the number of rings on AT&T Office@Hand should be set to 25 seconds or higher since one ring is approximately equivalent to 5 seconds.
   • You can save your voice messages in one location at a time. You must choose where to save your voice messages; in your AT&T Office@Hand extension’s mailbox or your device (landline / mobile phone).
6. Click Save.
7. Go to the Settings tab.
8. Click Edit under Incoming Call Information.
9. Select the Play Announcement tab.
10. Set the Play announcement before connecting for Direct Calls to Never, and click Save.
    This setting is an essential step because AT&T Office@Hand, by default, plays an announcement when a call is forwarded to your non-AT&T Office@Hand numbers, then prompts you to press 1 to accept the call. If the Play announcement before connecting is not set to Never, the caller is routed to the extension user’s AT&T Office@Hand voice mailbox.

These steps will show you how to bypass your AT&T Office@Hand number, and the call will be routed to a personal phone during Work Hours. The callers will hear the personal phone’s ring back tone and hold music. Calls are offered to the personal phone.

1. Sign in to your AT&T Office@Hand online account.
2. Go to Call Forwarding and Voicemail.
   • 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. Go to the Custom Rules tab, then click on the Add Rule button.
4. Enter a descriptive name for the rule you are creating on the box provided, then click Next.
5. Under Define Conditions, set the conditions when you apply this rule, and then click Next.
6. Under Define Call Handling, choose Forward to external number, then enter the number to save voicemail.
7. Click Save.

These steps will show you how to save the voicemails to your phone when AT&T Office@Hand handles the call forwarding during After Hours. Before you proceed, ensure that your hours of operation are set to custom.

1. Sign in to your AT&T Office@Hand online account.
2. Go to Call Forwarding and Voicemail.
   • 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. Go to the After Hours tab.
4. Choose Ring in order or Ring at once 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 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 to be included in the ring order. You can also add additional phone numbers.
5. Click Add number or coworker where you want to save your voicemail messages.
6. Ensure that the toggle is on, and then set the number of rings to a maximum: 15 rings / 75 secs.
   • If you have two or more forwarding numbers, and the phones are set to Ring in order, the forwarding number you chose to save your voice messages should be the last to ring and should be set to ring 15 times (75 secs).
   • If you have two or more forwarding numbers, and the phones are set to Ring at once, the forwarding number you chose to save your voice messages should have the maximum number of rings (75 secs), while the rest of the forwarding numbers are set at a minimum.
   • The number of rings set on the forwarding number should be greater than the number of rings required before taking the voice message. This setting ensures that the forwarding number’s mailbox will pick up the call before the number of rings on AT&T Office@Hand runs out.
   • Example: If your phone is set to ring four times before going to voicemail, the number of rings on AT&T Office@Hand should be set to 25 seconds or higher since one ring is equivalent to 5 seconds.
   • You can save your voice messages in one location at a time. You must choose where to save your voice messages; in your AT&T Office@Hand extension’s mailbox or your device (landline/mobile phone).
7. Click Save.
8. Go to the Settings tab.
9. Click Edit under Incoming Call Information.
10. Select the Play Announcement tab.
11. Set the Play announcement before connecting for Direct Calls to Never, and click Save.

This option is an essential step because AT&T Office@Hand, by default, plays an announcement when a call is forwarded to your non-AT&T Office@Hand numbers, then prompts you to press 1 to accept the call. If the Play announcement before connecting is not set to Never, the caller will route to the extension user’s AT&T Office@Hand voice mailbox.

These steps will show you how to bypass your AT&T Office@Hand number, and the call will route to a personal phone during After Hours. The callers will hear the personal phone’s ring back tone and hold music. Calls are offered to the personal phone. Before you proceed, ensure that your hours of operation are set to custom.

1. Click Call Forwarding and Voicemail.
2. Go to the After Hours tab.
3. Choose Forward to external number under Incoming calls.
4. Enter the number where voicemail messages will be saved in the Forwarding Number box.
5. Click Save.