Advanced Call Handling for Groups: Rules

RingCentral Mobile App Guide

User Guide
Mobile App

Advanced Call Handling lets you create specific additional rules for that Group extension based on date and/or time of call, or Caller ID, or the number called. These rules override your regular call-handling rules for that extension. These rules can be useful for special situations such as promotions and events: Customers can call a contest number and get a special message or leave a message, for example; and the rule can be modified or turned off when the contest finishes.

To create a Rule for a specific Group, tap your photo > Phone System; tap Group; then tap a specific Group.

Tap Call Handling; then tap the Advanced tab.

Tap Add Rule.


On this Custom Rule screen, give your Rule a Name, then select the conditions: Date and/ or Time the call comes in; the Caller ID of the caller; and/or the Called Number. You can combine these selections.

Tap right facing arrow at the top of the screen.

If you selected Date and/or Time as your Rule condition, now select a Weekly Schedule and specific times for each day. Or select a Specific Date Range. Then tap Back, view your Conditions Summary, and tap Next.

If you selected Caller ID for this rule, you can enter one or more phone numbers, or choose names from your Contact list, or enter area codes or other partial numbers. Tap Next.

If you selected Called Number, choose the number(s) to which the Rule will be applied. The choices will be the Main Number, or the Group Auto-Receptionist.

Tap each day in succession to set the hours to be applied to your new rule.

  • When setting the hours for each day, the selector button will default to OFF. Tap (don’t slide) the selector to move the setting to the ON position. Then adjust the From and To hours for each day as desired. Press the left (back) arrow to advance the calendar to the next day and repeat setting until all days are programmed with the desired hours.





Tap right facing arrow at the top of the screen to see a summary of your Office Hours rule selections. Tap it again to set actions to take when incoming calls match this rule.

  • Transfer caller to call queue members: Then set custom Call Screening, Call Forwarding, or Messages handling for these calls.
  • Play Announcement Only and then end the call.
  • Take Messages Only to send callers to voicemail. You can choose to take messages or not, and can customize the voicemail greeting.
  • Unconditional Forwarding, which immediately forwards the call to a number you then select, bypassing any other call handling, including greetings, call screening, voicemail, and Desktop app.
  • Connect to extension. Connect directly to a specific extension.

You can also set Group Greetings and Call Handling for this Rule, and under Messages choose a voicemail greeting and select the extension that will receive messages generated by use of this Rule. As you can see, there are rich programmatic possibilities with this Advance Rule feature.

Tap right facing arrow at the top of the screen to save your selection.

You can go back to edit the Rule, turn the rule on and off, change details and conditions, add more Rules, or delete a Rule.