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Adding a custom Call handling rule on your BT Cloud Phone Account

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SummaryHow do I add a custom Call handling rule on my BT Cloud Phone account?
Details
Custom call handling rules offer powerful call management capabilities using conditions based on time of day, date range, incoming caller ID and called number. Click on the links below to add custom Call handling rules to your account.
 

Adding a custom Call handling rule based on Caller ID

Caller ID rules apply to calls coming from specific phone numbers. You can create a list of phone numbers to be used for this setting.
 

Step 1: 

Go to Users > User list, select a User and go to Call handling & forwarding > Advanced. For more information, go to Access the Advanced Call handling settings on your BT Cloud Phone account
 

Step 2: 

Enter a descriptive rule name for the rule that you are creating. Click Next to proceed.

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Step 3: 

Select Caller ID then enter the phone number to use. Click Add to continue with the selected number.

NOTE: ​You can use a partial number, such as just the area code. Contacts from your address book can also be found by simply starting to type their names or numbers.

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Step 4: 

Click Next.

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NOTE: This rule will only work if the selected numbers use Caller ID.
 

Step 5: 

Select action to take when incoming calls match this rule. For more information, go to Call Handling Actions.
 

Adding a custom Call handling rule based on Called number

Called number rules are based on the phone number the caller has dialled; for example, a phone number you are using for a customer promotion campaign.
 

Step 1: 

Go to Users > User list, select a User and go to Call handling & forwarding > Advanced. For more information, go to Access the Advanced Call handling settings on your BT Cloud Phone account.
 

Step 2: 

Enter a descriptive Rule name for the rule that you are creating. Click Next to proceed.

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Step 3: 

Select Called number, then click Select number.

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Step 4:

Select from the list of numbers then click Save.

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Step 5:

The selected numbers will now appear on the Define conditions window. Click Next to proceed.

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Step 6:

Select action to take when incoming calls match this rule. For more information, go to Call Handling Actions.
 

Adding a custom Call handling rule based on Date and/or time

Date and/or time rules apply based on a time of day and week every week or based on a specific date range.
 

Step 1: 

Go to Users > User list, select a User and go to Call handling & forwarding > Advanced. For more information, go to Access the Advanced Call handling settings on your BT Cloud Phone account.
 

Step 2: 

Enter a descriptive rule name for the rule that you are creating. Click Next to proceed.

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Step 3: 

Select Date and/or time, then specify when the rule should be active.

• Select Weekly schedule to handle calls a certain way on the same days and times each week. 

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• Select Specific date range to handle calls differently for holidays or other specific dates. 

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NOTE: Custom answering rules are applied before the business hours and after-hours rules.
 

Step 4:

Select action to take when incoming calls match this rule. For more information, go to Call handling Actions.
 

Advanced Call handling Actions

The following actions determine how calls are handled based on the conditions that you've set: 

Forward calls - Select if you want to forward the call to multiple phone numbers in a specific order and have your greeting settings apply. 
Take messages only - Send callers to voicemail.
Play announcement only - Play a pre-recorded announcement and end the call afterwards.
Unconditional forwarding - Select if you want to forward the call to a different phone number without having to go through your greeting settings. This option is good when you want the call to go directly to your personal voicemail when you don't pick up.

Forward calls 

 

Step 1:

Select Forward calls > Click Screening, Greeting and Hold Music, and configure to your preferred settings. For more information about the settings, you can use Customising a BT Cloud Phone User's Call screening, User greeting, and Hold music as guide.

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Step 2:

Click Call handling & forwarding, and configure your preferred settings.

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Step 3:

Click Messages, and configure your preferred settings. Click Done.

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Take Messages Only

 

Step 1:

Select Take Messages Only. Click Edit under Voicemail greeting to customise your greeting and click Select extension to select the extension where the voicemail messages will be saved.

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Play Announcement Only

Select Play announcement only to play a default announcement or click Edit to customise your own announcement, then end the call afterwards.
 

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Unconditional Forwarding

Select Unconditional forwarding if you want to forward the call to a different phone number without having to go through your greeting settings. This option is good when you want the call to go directly to your personal voicemail when you don't pick-up. Enter the phone number on the field provided, and then click Done.
 

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See Also

Call handling & Forwarding Overview 
Accessing the Advanced Call handling settings on your BT Cloud Phone account

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TitleAdding a custom Call handling rule on your BT Cloud Phone Account
URL Name7541
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