Understanding Answer Rules

What Are Answer Rules?

Answer Rules determine how incoming calls to your extension are handled based on Time Frames (business hours, after-hours, holidays). Users can customize these rules to control whether calls:  
- Ring their desk phone  
- Forward to another number (mobile, home, etc.)  
- Go directly to voicemail  
- Follow a custom call flow  

These rules ensure calls are managed efficiently, even when you're unavailable.  

How to Change Your Answer Rules

1. Log in to theyour ESI CloudeConsole Portal.  
2. Navigate to Answer Rules.
3. Select rule you have already created.
   1. or click Add Rule.
      1. Select the Time Frame (Business Hours, After Hours, Holidays, etc.).
      2.  Choose your preferred call handling option (ring, forward, voicemail, etc.).  
      3. Save your settings.  

Note - Some rules may require admin approval if forwarding to external numbers.  

Best Practices for Answer Rules
✔ Test your rules to ensure calls route correctly.  
✔ Update holiday schedules** in advance to avoid missed calls.  
✔ Use sequential ring if you want your desk phone to try first.  
✔ Set a voicemail greeting for professionalism.