Manage a User's Calls
The following information is for Admin users only. See User Access Levels to learn more.
While many settings can be configured at the account level, sometimes it's best to customize call screening and handling for specific users. To access these settings, go to and open the tab.
Call Details contains important call information such as the phone number and extension assigned to the user, which phone number and name displays as their caller ID, and if caller ID is enabled for outbound calls.
Field | Description |
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Phone number | The phone number routed to this user to contact them directly, if any. If a number has not yet been assigned, see Phone Number Management for more information. |
Extension | The dialable extension the user can be reached at on the account. This field is required. |
Caller ID | The phone number and name sent with outbound calls from this user which is displayed on the phone of the person being called. Start typing to filter the list. Users can choose the main account number, their phone number, or choose None to not send out any caller ID at all. This field is required. NoteIt is important to choose a number here, even if you choose to disable caller ID (below). If this field is set to None, outbound calls — even to 911— will be sent out as Anonymous, and the carrier may reject the call |
Enable Caller ID | This toggle determines if the caller ID name is or is not sent with outbound calls. This setting can also be managed in the user's portal or via star codes.
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Call Screening can help you block unwanted calls from reaching you, and you can decide what happens to the calls you turn away. Are they hung up automatically, or do they hear a message first? Do you forward them to another number, or do you send them to voicemail?
The options for each category are Allow, Allow with Priority Ring, Block, Block with Message, Forward, and Voicemail.
For Admin users, go to tab.
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Field | Description |
|---|---|
Screening forward number | Enter the destination phone number that will be used when a call screening category below is set to Forward. |
Anonymous callers | Choose what happens to incoming calls that don't send caller ID. |
Toll-free caller | Choose what happens to incoming calls from a toll-free number. |
All other callers | Choose what happens to all other incoming calls that are not otherwise defined by a custom screening rule. |
Custom Screening
Custom caller rules define the call handling action for inbound calls from specific phone numbers. The screened phone numbers and associated actions are listed here.
To add a custom rule, click [+ Add Rule], then enter the phone number and choose an action from the menu. To create a rule for a group of phone numbers (numbers with the same area code and/or prefix), enter the first few digits of the phone number instead.
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Custom Screening Rule by Digit Pattern
To create a rule for a group of phone numbers with the same area code and/or prefix, enter the first few digits of the phone number instead.
Call Screening Actions
For each category, choose a screening action (behavior) from the menu.
Field | Description |
|---|---|
Allow | Allow the caller to ring through. |
Allow with Priority Ring | Allow the caller to ring through with a priority ringtone. Choose from 7 other ring patterns. |
Block | Block the caller from ringing through. Callers hear a busy signal. |
Block with Message | Block the call with a message:
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Forward | Forward the caller to a specific number. If you choose this option, you must enter the number those calls are forwarded to in the Screening Forward Number field. |
Voicemail | Send the caller directly to voicemail. |
Call Handling determines how incoming calls are routed under various circumstances. In the first section, create or manage your Call Waiting and Do Not Disturb settings. Just below that, select and configure a ring strategy to determine how incoming calls are handled, then set up schedules to change the call handling settings on different days or times.
To access these settings, go to tab.
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Call Waiting
Call Waiting allows a second call to ring through while you are already on the phone.
On: While on an active call, you will hear a tone that indicates a second caller is trying to reach you.
Off: While you're on an active call, incoming calls hear a busy tone.
Call Waiting can also be managed via star code. See Call Waiting for details.
IP Phones
If Call Waiting is enabled and the IP phone has multiple instances of the same line assigned to it, the first line will ring even if the line is on a call. If Call Waiting is disabled, the second device line will ring.
Do Not Disturb
This feature allows you to mute all incoming alerts and notifications:
On: Incoming calls are routed directly to your voicemail box.
Off: Incoming calls follow your call handling settings.
DND can also be managed via star code. See Do Not Disturb for details.
Voicemail Box
If you don't have a voicemail box, callers will hear a busy tone. If you have a voicemail box but want callers to hear a busy tone, the voicemail box will need to be removed.
Ring Phone
This is the path incoming calls will follow when the call isn’t answered, the line is busy, or the device is out of service. For each circumstance, callers can be sent to voicemail, hear a busy tone, be forwarded to another number, or ring forever.
For Forward, enter the phone number calls will be forwarded to and an optional description.
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Field | Description |
|---|---|
No answer | Choose what happens to the call if it is unanswered after the number of seconds specified in the Timeout field below. |
Busy | Choose what happens to the call when the device is busy (already in use and Call Waiting is not enabled). |
Out of service | Choose what happens to the call when the device is not registering on the server. |
Ring Length
Each ring is approximately 6 seconds long: 2 second ring + 4 second pause.
Forward All
Working on the go and need all the calls that come into your desk phone to reach you? Do all incoming calls need to be redirected elsewhere?
Forward All can do this by sending your callers to an alternative phone number that you enter here. Once a forwarding phone number is saved, this feature can be enabled or disabled from the device by dialing Call Forwarding star codes.
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Simultaneous Ring
Simultaneous Ring, or SIM Ring, will ring all numbers added to the list at the same time until the call is answered or times out. The first phone number to pick up takes the call.
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Feature | Description |
|---|---|
Phone Numbers | Enter the phone number(s) that will ring. To add another number to the list, click [+Add Number]. |
No Answer | Choose what happens when the call is unanswered:
Also enter the number of seconds the call will ring before the action is triggered. However, calls that ring longer than 120 seconds may be disconnected by the carrier. |
Find Me/Follow Me
Life happens and often drags you away from the desk. What's a caller to do when they need to find you? Find Me/Follow Me will route your incoming calls to a customizable sequence of destinations to create a unique dial plan just for you and your line.
Click to add a device or phone number destination.
Drag
to reorder a destination or click the trash icon to delete it.
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Feature | Description |
|---|---|
Destinations | Indicate if calls should ring to all the user's devices or a specific phone number. To add another one, click . |
Devices | Enter a timeout setting. Calls that ring longer than 120 seconds may be disconnected by the carrier. |
Phone number | Enter the phone number calls should progress to and how long each number will ring. |
Timeout action | Choose what will happen to the call after all destinations have timed out:
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Call Handling Schedules
See Call Schedules to create or assign a schedule which will determine how incoming calls are routed during a set time.
Schedules enable custom routing for your callers based on when they call, down to the very minute. Schedules follow your account's default time zone. The main Call Handling section will take effect outside of these scheduled hours.
To access this feature, sign in to the portal and scroll down to Call Handling. For Admin users, go to Users > Calls tab.
Add Schedule
Click . The Scheduling window will open in a popup.
Enter the name of the schedule.
Choose whether this schedule is for specific dates (Custom) or recurring (Weekly).
Custom (per day). Enter the date and time this schedule will be in effect. Click to add another one, or the trash icon to remove a day.
Weekly (recurring). Enter the start and end times for each day of the week this schedule will be in effect.
Call Handling: Scroll down and select the call handling actions that will occur during the specified times.
When you're done, click .
Custom Schedule Example
In the custom schedule example below, calls received between 8:00 AM and 5:00 PM on December 25, 2023, will be forwarded to 1-208-555-1234. Any call outside of that specific time will follow the user's primary call handling settings.
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