Answering Rules

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Answering rules define how incoming calls are handled

  • Log in to the web portal at https://portal.myvoip.me
  • Click the Answering Rules button in the menu bar:
    • Use the Ring for drop-down list to select the maximum number of seconds that incoming calls ring for this user before the system routes the call to the user’s voicemail or the Forward if Unanswered option, if configured.
  • Click the edit icon on the far right of the desired Answering Rule (In most cases, this will be labeled “Default”).

  • A window will open to configure the Anwering Rule:

Time Frame

  • Select a time frame to which this answering rule will be applied (The Default time frame applies 24×7.  To create a custom Time Frame, see the article for Time Frames.)

Do Not Disturb

  • If checked, the system sends all calls directly to voicemail (if available), without ringing the phone.

Call Screening

  • If checked, the system prompts callers to say their name, and then lets you screen the call before accepting it.

Call Forwarding

Some settings might not appear, depending on the features associated with your account.

  • Always – immediately forward calls to the number specified in the text field.
  • On Active –  Forward the call if the line is in use, bypassing Call Waiting.
  • When Busy – Forward the call if the line is in use, and Call Waiting is not available.
  • When Unanswered – Forward calls to the number specified in the text field if the call is not answered after the specified ring timeout.
  • When Offline – Automatically forward calls to the number specified in the text field if your phone has lost communication (for example, during a power outage).

Simultaneous Ring

Allows multiple phones to ring at the same time. Check boxes allow you to include the user’s extension, ring all user phones at the same time, and use answer confirmation for offnet numbers.

  • Include user’s extension – Whether or not to include your main extension in the ring group
  • Ring all user’s phones – Ring all devices that are registered to this user (ie handsets, soft-phones, mobile app)
  • Answer confirmation for offnet numbers – This is useful for when you include a cell phone in the ring group.  If you answer the call from your cell, the system will first ask you if you want to take the call.  This is also useful for preventing your cell phone’s voicemail from answering the call.  Without this option enabled, your cell phone’s voicemail may answer the call, rather than the VoIP system’s voicemail.

Changing the Active Answering Rule

You can define multiple answering rules, but only one rule can be active at a time. The active rule is the first rule with a matching time frame. Best practices dictate that you order answering rules according to how specific they are, with the most specific time frames (for example, Holidays) at the top.

Assume today is Monday, July 4th. In this example, the Holidays and Open time frames could match the time and date conditions for July 4th. If Holidays is the first rule, however, it becomes the active rule. But if Open is the first rule, Open becomes the active rule.

To specify a rule other than the top one as the active rule:

  1. In the Answering Rules tab, find the rule you want to designate as the active rule.
  2. On the left side of the Answering Rules tab, hover the mouse over the up/down arrows for that rule (the pointer changes to a 4-headed arrow). 
  3. Hold down your mouse button, drag the rule to the top row, and then release the mouse button. A message tells you that the answering rules have been reprioritized and prompts you to click Save.   
  4. Click Save. The Active designation appears next to the topmost time frame.