Custom rules are call handling actions carried out when a specific condition is met. These rules take priority over standard call rules, such as work- and after-hours call rules.
You can create a custom rule to route calls according to the incoming caller ID, number the caller dialed, and/or date and time. Calls can ring devices or forward to voicemail, a coworker, an external number, call queue, announcement, IVR menu, or other destination. Custom rules are configured in the BT Cloud Work desktop, web, and mobile apps, and the Admin portal.
Company admins can create custom answering rules for the company, as well as individual site phone numbers (in the case of multi-site accounts).
- Go to the BT Cloud Work portal and sign in.
- In the top menu, click Phone system.
- Go to Auto-Receptionist > General settings.
- If you have a single site, click the Company Call Handling dropdown. If you have a multi-site, select the site and click the Call Handling dropdown. Click the Custom rules tab.
- Click Add Custom Rule. A window will appear.
- Click + Add rule.
- In the Conditions tab, check one or more boxes to define the call conditions triggering the custom rule. Then click Next.
- Caller ID: Apply the custom rule to incoming calls that match a specific caller ID. You can configure a partial number, such as a country code plus an area code or a full number. You can also select contacts from your address book by entering their names or numbers. For this condition, incoming calls must be set to show their caller ID.
- Called number: Apply the custom rule to callers who’ve dialed a specific phone number — for example, a phone number for a promotional campaign. You can enter one or more phone numbers to trigger this rule.
- Date and/or time: Apply the custom rule to calls received on a specific day of the week, at a specific time, or within a specific date range. This condition is commonly used to handle calls during vacation or holiday schedules. You can select from two options:
- Weekly Schedule: Lets you select a specific day(s) and a specific time window when the rule should apply.
- Specific Date Range: Lets you designate a start/stop date/time window when the custom rule should apply.
- In the Call Handling tab, select where to route incoming calls that match the rule condition, then click Next.
- IVR menu: Send calls to an automated menu that prompts callers to press keys to connect to specific extensions, the dial-by-name directory, or the operator.
- A specific user: Send calls to a selected user.
- Multiple users - call queue: Send calls to users who belong to a group. Callers wait in a queue until they answer calls or the wait time expires, then calls are sent to voicemail.
- Voicemail: Send calls to voicemail.
- Announcement: Send calls to an extension that plays a recorded message of your choice, then disconnects the call.
- Shared line: Send calls to multiple phones that share the same number.
- Site: Send calls to another site’s phone number.
- In the Summary tab, enter a Rule name for your custom answering rule or keep the default name. Verify the accuracy of the rules you’ve set.
- Click Save.
- In the Active column of the Custom Answering Rule window, ensure the toggle for your rule is on. If other custom rules are in the list, click
Validate rules to check for overlaps or conflicts. For more information, read Checking for Conflicts between Custom Answering Rules.