Configuring your Incoming Call Information Settings | BT Cloud Work

In the BT Cloud Work app and Portal, you can manage your phone settings by creating call rules to customize how incoming calls are handled, recording custom voicemail greetings, choosing a ringtone, and more.

Managing phone settings in the BT Cloud Work desktop and web app

To access your phone settings:

1. In the navigation bar, click Settings.
2. In the left panel, click Phone.

Incoming calls

• Incoming call rules: You can use call rules to play greetings, ring your phones and apps, and set how the app handles missed calls.
  
  • Forward all calls: Override normal call handling (for instance, during a holiday or break) by forwarding all calls to another extension, voicemail, or announcement.
  • Do not disturb: Silence message notifications and send incoming calls to voicemail.
    Note: Any call rules you add will appear in your list of rules.
  • My work day: Set your work hours and call handling settings.
• Incoming call information: Set the alert you’ll see and the sound you’ll hear on your apps when a call comes in.
• Blocked numbers: Click Manage to search, filter, edit entries, and add numbers you want to block.
• Call waiting: Turn on call waiting so you can answer incoming calls while you’re on an active call.
• Hold music: Choose the music that callers will hear while on hold.
• Ringtones: Assign different sounds for your incoming phone calls.
• Auto-answer calls: Click the dropdown to select how long callers will wait before their calls get auto-answered. This setting won’t apply when you’re on an active call.

Outgoing calls

• Default caller ID: Click the dropdown to select the number that will display to the people you call.
• RingOut: Use another phone to make a call with your BT Cloud Work number and caller ID. Click the toggle to turn RingOut on, then click Manage to enter the phone number you want to use to make a BT Cloud Work call.
• Callback ID appearance: Automatically use the caller ID number that the caller used to reach you when calling back. Click the toggle to turn this feature on or off.
  Region: Your region setting and home country determine how emergency, local, and long-distance calls are routed. This setting won’t affect your outbound caller ID. Choose your region from the dropdown.

General

• Extension settings: Click Edit to open the extension settings in your Portal, where you can customize your profile, call screening, greetings, hold music, and more.
• Heads-up display (HUD): Click the toggle to turn on the HUD. The HUD lets you create a list of extensions, calls, texts, and contacts in one place. If the BT Cloud Work desktop or web app is your default phone app, you can click Manage, then check the box to turn on Ring when extensions I am monitoring receive incoming calls.
• Default phone app for calling: Choose which app to use for making calls. In the dropdown, select Use BT Cloud Work (this app) or Use BT Cloud Work Phone.

Note: BT Cloud Work Phone is a separate, stand-alone app. Selecting this option will prevent calls from ringing in the BT Cloud Work app on your desktop or web browser.

• Emergency response location: Set your physical location for emergency calls.
  
  1. Click Manage, then select a location from the dropdown, or click the plus (+) icon to add a new location.
  2. Click Confirm location.

  Note: You won’t be able to use the BT Cloud Work app to make calls without first setting your emergency response location.

• Deskphone pairing: Pair a deskphone with your BT Cloud Work app. Audio will go through the paired deskphone when you make or answer calls.
• Use BT Cloud Work for click to dial and fax: Click the toggle to automatically open the BT Cloud Work app when you click on a fax or text number in websites and supported applications.
• Launch an external app or website for incoming calls: Open incoming calls in an external app or website, such as a CRM system or online database. Click Manage to set up.

Managing phone settings in the BT Cloud Work mobile app

To access your phone settings:

1. Tap your Profile at the top left.
2. Tap Phone.

Incoming calls

• Incoming call rules: You can use call rules to play greetings, ring your phones and apps, and set how the app handles missed calls. Click Manage to manage your call rules with these settings:
  
  • Forward all calls: Override normal call handling (for instance, during a holiday or break) by forwarding all calls to another extension, voicemail, or announcement. 
  • Do not disturb: Silence message notifications and send incoming calls to voicemail. Note: Any call rules you add will appear in your list of rules.
• Call waiting: Toggle on to allow incoming calls to be answered while on an active call.
• Hold music: Choose the music that incoming callers will hear while on hold.
• Ringtones: Assign different sounds for your incoming phone calls. To select a ringtone, tap its name.
• Silence incoming calls: Tap the toggle to silence incoming calls.

Outgoing calls

• Default caller ID: Select the number to display to the people you call.
• Default fax ID: Select the number that will display to the people you fax.
• RingOut: Use another phone to make a call with your BT Cloud Work number and caller ID. Tap the toggle to turn on RingOut. If you haven’t added a RingOut number, you’ll be prompted to add one.
• Direct dial data: If you turn RingOut off, you’ll need to select the connection you’ll use when you make outgoing calls. Tap Direct dial data, then select Wi-Fi or mobile data, Wi-Fi or carrier minutes, or Carrier minutes only.
• Region: Your region setting determines how emergency, local, and long distance calls are routed. This setting won’t affect your outbound caller ID. Tap your region, tap your Home country, then select your country from the list.

Voicemail settings

• Voicemail greeting: Select the message callers will hear when sent to voicemail.
• Voicemail PIN: Set up a PIN for accessing your voicemail.
• Shared voicemail: Choose who will receive notifications about your voicemails.
• Voicemail to text: Enable email transcription of your voicemail messages.

General

• Extension settings: Tap to open the extension settings in the Admin Portal, where you can customize your profile details, call screening, greetings, hold music, and more.
• Background noise reduction: Tap the toggle to reduce background noise during a phone call. You can change this setting during a call.
• Emergency location: If a phone is assigned to your extension, tap to set your physical address for emergency services. Your mobile app uses your device’s default phone app to connect emergency calls.
• My Android/iPhone phone number: Enter your mobile number to make calls with your BT Cloud Work number on your Android or iOS device’s carrier connection.
• Integrated calling: Turn integrated calling on to show your outgoing BT Cloud Work calls in your phone’s call history.

Managing phone settings in the BT Cloud Work Portal

To access your phone settings:

1. Go to the BT Cloud Work Portal and sign in.
2. Click Admin Portal at the top right, then select My Extension.
3. Click Settings.
4. Click the Phone dropdown.

Incoming calls

• Incoming call rules: Click to manage your call rules. You can use call rules to play greetings, ring your phones and apps, and set how the app handles missed calls.
  
  • Forward all calls overrides normal call handling (for instance, during a holiday or break) by forwarding all calls to another extension, voicemail, or announcement.
  • Do not disturb silences message notifications and sends incoming calls to voicemail.
    Note: Any call rules you add will appear in your list of rules.
• Incoming call information: Set the alert you’ll see and the sound you’ll hear on your apps when a call comes in.
• Blocked calls: Manage the numbers you’d like to block.
• Call waiting: Allow incoming calls to be answered while on an active call.
• Call flip: Transfer live calls between devices.
• Auto-answer calls: Use the dropdown to select how long callers will wait before their calls get auto-answered. Choose from: Off, Immediately, or between 5 and 25 seconds.
• Hold music: Choose the music callers will hear while on hold.

Voicemail settings

• Voicemail greeting: Select the message callers will hear when sent to voicemail.
• Voicemail PIN: Set up a PIN for accessing your voicemail.
• Shared voicemail: Choose who will receive notifications about your voicemails.
• Voicemail to text: Enable email transcription of voicemail messages.