Configure Call Handling and Forwarding of Other Users

March 15, 2021
Article : 007186

This article provides steps for administrators to set up another user's call forwarding settings in the Rainbow Office online account.

As an Administrator, you can configure the call forwarding settings of other user extensions. You must have Administrator access in order to proceed. Access to modify another user's call forwarding settings is limited to the following administrator roles:

● Super Admin

● User Admin

● Custom Roles with access to User Management & User Settings > Call Handling & Forwarding permission

IMPORTANT: The Rainbow Office Phone app and Rainbow Office mobile app cannot be used as a forwarding number of another user extension Selecting the phone number associated with the Rainbow Office Phone app of a user will only ring the desktop app.

Select the action you want to perform:

Configure another user's call forwarding for business hours

Configure another user's call forwarding for after hours

 

Configure another user's call forwarding for business hours

The call forwarding configuration below applies when the current time matches the designated user hours of the user extension.

1. Log in to the Rainbow Office online account

2. Go to Users > User list > Users With Extensions

3. Select a User from the list

4. Click Call Handling & Forwarding

5. Under User Hours > Incoming Calls Forward in this Order, configure how you want Rainbow Office to handle the User's incoming calls. If incoming calls will be offered to multiple forwarding numbers, you can choose how the calls are offered to the forwarding numbers. Forwarding numbers can ring Simultaneously or Sequentially (one at a time, in chronologically)

NOTE: By default, the Rainbow Office Phone app & Mobile Apps will always be the first to ring even when you select simultaneous ringing. If you want the calls to be forwarded straight to the User's desk phones and other forwarding numbers, click the toggle switch beside Phone app & Mobile Apps to disable it

6. To add non-Rainbow Office numbers to the User's forwarding numbers list, there are three pre-labeled slots (Home, Mobile, and Work) that you can use. You can also click the Add Call Forwarding Phone button to add 7 more slots with labels you can customize

7. To forward calls to another extension user's phone, click the kebab button then select Forward to Other's Phones. Select the phones from the list on the pop-up page, and then click Done

8. Set the number of rings for each phone and forwarding number on the list. Five (5) seconds is equal to approximately one ring

9. If needed, you can rearrange the forwarding numbers and/or create ring groups

10. Click Save

11. Configure the User's incoming call information. Click here for more information

 

Configure another User's Call handling settings for After hours

The call forwarding configuration below applies when the current time is either before or beyond the designated user hours of the user extension.

1. Log in to the Rainbow Office online account

2. Go to Users > User list > Users With Extensions

3. Select a User from the list

4. Go to Call Handling & Forwarding > After Hours. If the User's hours is not yet set, you will be prompted to set the User's hours by clicking Yes

5. Under After Hours, decide how you want the user's calls handled. You have 4 options:

Send callers directly to voicemail - Select if you want calls to go directly to the user's voicemail

Play announcement and disconnect - Select if you want to play a recorded greeting, then immediately hang up. You can also customize the recorded greeting by clicking on the Edit button right under the announcement

Forward Calls - Select if you want to forward the call to one or multiple phone numbers simultaneously or in a specific order and have the User's greeting settings apply

Unconditional Forwarding - Select if you want to bypass Rainbow Office greetings and forward the call to an external phone number (non-Rainbow Office number). A box is provided where you can enter the phone number

6. Click Save

NOTE:

A phone number which has an existing request to be transferred to Rainbow Office cannot be added as a call forwarding number

IMPORTANT: Forwarding calls to Rainbow Office mobile app for another user is currently not supported. An alternate method will be to create a call queue and add the users as calls queue members

 

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