Checking for Conflicts between Custom Answering Rules | BT Cloud Work

When you create multiple custom answering rules, some conditions of those rules may overlap or conflict. In such a situation, a caller might hear the wrong greeting or route to the wrong number. You can test your custom rules to make sure they’re not in conflict with each other.

NOTE: BT Cloud Work doesn’t automatically check custom rules for potential conflicts. We recommend validating all of your custom rules.

1. Log in as a company admin in the BT Cloud Work portal.
2. Go to Phone system > Auto-Receptionist > General settings.
3. If you have multiple sites, click the name of the site whose rules you want to check. If you have a single site, proceed to Step 4.
4. Click Call Handling.
5. Click the Custom Rules tab.
6. Click Edit Custom Rule.
7. Click Validate Rules.

Custom rules that conflict or overlap with other existing rules will be highlighted in red. To resolve the conflict, click Edit next to the rule you need to change, then make any necessary changes. You can also click Delete to delete a rule entirely.