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Setting up how incoming calls are handled

Last updated on March 11, 2022

You can manage how you want your incoming calls to ring on your apps and phones:

Which devices you want to ring during work and after hours
Where you want to send missed calls

Where do you want to set up how incoming calls are handled?

Desktop & web

Mobile

Admin Portal

Open the app on your desktop or web browser.
Go to Settings > Phone in the left navigation bar.
Next to Call handling, click Edit.

By default, the call handling rules will apply 24/7. If you want to create different rules for Work hours and After hours, click Edit schedule and configure your schedule.
Select how you want your devices to ring:
1. Ring in order: Calls will ring on the devices in the order they're listed.
2. Ring all at once: Calls will ring on all devices in the list at once.
3. Do not ring: (Only available for After hours) Calls won’t ring on your devices. Instead, calls will be handled the way you set them up under Missed calls.
Select how long you want each device to ring. Select Always Ring for your apps if you want them to ring along with your other devices and numbers. You can use the toggle to turn off any device you don’t want to ring.
Select Add phone to add another phone number to the list.

If you selected Ring in order, drag and drop the devices to place them in the order you want them to ring.

Under Missed calls, select how you want your unanswered calls handled:
1. Send to voicemail: Sends calls to voicemail.
2. Play message and disconnect: Sends calls to a recorded voice message and then disconnects them.
3. Forward to extension: Forwards calls to a coworker, a call queue, an IVR menu, or an announcement-only or message-only extension.
4. Forward to external number: Forwards calls to an external phone number.

Click Save.

Note: If you set up a Work hours schedule, be sure to set your call handling rules for After hours too.

Open the mobile app.
Tap your profile picture in the top left corner.
Tap Phone > Call handling.

By default, the call handling rules will apply 24/7. If you want to create different rules for Work hours and After hours, tap Set schedule > Custom schedule and configure your schedule.
Tap Devices will ring and select how you want your devices to ring:
1. In order: Calls will ring on the devices in the order they're listed.
2. All at once: Calls will ring on all devices in the list at once.
3. Do not ring: (Only available for After hours) Calls won’t ring on your devices. Instead, calls will be handled the way you set up them under Missed calls.
Select how long you want each device to ring. Select Always Ring for your apps if you want them to ring along with your other devices and numbers. Turn off the Active toggle for any device you don’t want to ring.
Tap Add number to add another phone number to the list.
If you selected In order, tap Reorder and drag and drop the devices to place them in the order they should ring. Then tap Save.

Tap Unanswered calls to choose how you want your missed calls handled:
1. Send to voicemail: Sends calls to voicemail.
2. Send to announcement: Sends calls to a recorded voice message and then disconnects them.
3. Forward to extension: Forwards calls to a coworker, a call queue, an IVR menu, or an announcement-only or message-only extension.
4. Forward to number: Forwards calls to an external phone number.

Note: If you set up a Work hours schedule, be sure to set your call handling rules for After hours too.

Go to the Admin portal and sign in.
Go to your own or another user’s Call Forwarding and Voicemail settings
1. If you’re choosing how your own calls should be handled:
  1. i. If you’re an admin, click Admin portal > My extension in the top right.
  2. ii. Click Settings in the top menu.
2. If you’re an admin choosing how the calls for another user should be handled:
  1. i. Click Users in the top menu.
  2. ii. Select a user from the Users with Extensions list.

Note: If you want to set the same Call Forwarding and Voicemail settings for multiple users, you can create a User Settings template and assign that template to the desired users.

Select Call Forwarding and Voicemail.

Choose either Work hours or After hours.

Note: If you need to check or edit the schedule, open the User Details section and click Settings & Permissions > User Hours.

Setting how calls are handled during work hours

Under Incoming calls, select how you want calls handled while you’re working:
- Ring in order: Calls will ring on the devices in the order they're listed.
- Ring all at once: Calls will ring all devices in the list at once.
Select how long you want each device to ring. Select Always Ring for your apps if you want them to ring along with your other devices and numbers. Turn off the Active toggle for any device you don’t want to ring.

Click Add number or coworker to add another device or phone number to the list.

If you selected Ring in order, drag and drop the devices to place them in the order they should ring.
Under Missed calls, choose how you want your unanswered calls handled:
- Send to voicemail: Sends calls to voicemail.
- Play message and disconnect: Sends calls to a recorded voice message and then disconnects the call.
- Forward to extension: Forwards calls to a coworker, a call queue, an IVR menu, or an announcement-only or message-only extension.
- Forward to external number: Forwards calls to an external phone number.

Click Save.

Setting how calls are handled after hours

Note: This is available only if you have a custom work schedule set up. If you have a 24/7 schedule, you won’t need to set how calls are handled after hours.

Select how you want calls handled when you’re not working:
- Ring in order: Calls will ring on the devices in the order they're listed.
- Ring all at once: Calls will ring all devices in the list at once.
- Send to voicemail: Sends calls to voicemail.
- Play message and disconnect: Sends calls to a recorded voice message and then disconnects the call.
- Forward to extension: Forwards calls to a coworker, a call queue, an IVR menu, or an announcement-only or message-only extension.
- Forward to external number: Forwards calls to an external phone number.

If you selected Ring in order or Ring all at once, you can:
1. Select how long you want each device to ring. Select Always Ring for your apps if you want them to ring along with your other numbers. Turn off the Active toggle for any device you don’t want to ring.
2. Click Add phone or coworker to add another phone number to the list.
3. If you selected Ring in order, drag and drop the devices to place them in the order they should ring.
4. Under Missed Calls, select how you want missed calls to be handled.
Click Save.

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