The incoming call rule is the rule that determines the flow of incoming calls when receiving a call. You can create multiple incoming call rules that are suitable for different situations like during business hours or after business hours.
When setting up the rules for incoming calls, you must set up a group that will receive incoming calls, so first, create a group before setting the rules.
IMPORTANT
- The registered rule will not take effect until you set the filter.
Contents
- Set rules for incoming calls
- Example #1: Call all users in a group
- Example #2: Play sound (*After the sound is played, the call will end.)
- Example #3: Play sound then the user can choose the group (IVR)
* There will be an additional charge for this setting. If you would like to use this action, please contact your sales representative, customer support, or support.
- Example #4: Calls to the users of the group will be made after the sound
- Example #5: Automatic call forwarding
- Example #6: Setup voicemail
- Edit rules
- Duplicate rules
- Delete rules
Set rules for incoming calls
- Log in to MiiTel Admin with administrative privileges.
- Click Incoming > Incoming Call Rule
- Click Add new incoming call rule.
- With the image and details below as your guide, you can set the actions for incoming calls.
1Enter the name of the rule.
2Enter the description of the rule.
3Set the following action for incoming calls.
- Call all users in a group: Calls all users of the set group for the specified number of seconds. If nobody answers the call, the call will be disconnected. If another action is set after this action, that next action will be activated.
- Play sound: The set sound file is played to the caller. When the audio finishes, the phone will be disconnected. If another action is set after this action, that next action will be activated.
- Voicemail: The set voicemail will be played.
- Automatic call forwarding: Incoming calls will be forwarded to the phone number you have set for automatic transfer. If the forwarding recipient does not answer, the call will be disconnected. If another action is set after this action, that next action will be activated.
- Queue: (A separate contract is required to use this action.) When this action is set, you can set queues to the incoming call rules.
- Play sound and accept button input from user (IVR): (A separate contract is required to use this action.) For example, audio saying "For Japanese, press 1. For English, press 2." will be played and the caller can choose an action to be performed from the selected number.
4Add this action and then add the next action for the rule (if necessary).
Example #1: Call all users in a group
Let's say that you want everyone's phone in your sales team to ring when a call comes in during business hours on weekdays. In this case, select Call all users in a group then select the appropriate group. If you also set the Ring time, the phone will ring for the specified number of seconds.
If nobody picks up the phone during this time, the call will be disconnected.
Example #2: Play sound (*After the sound is played, the call will end.)
For example, when you receive a call outside business hours and you do not want anyone to answer phone calls during this time, you can set Play sound action. The caller will hear an automated voice message saying "Thank you for calling. Our business hours are from 9:00 am to 6:00 pm. Please call again during our business hours. Thank you".
For this setting, after the massage is finished, the call will be disconnected.
IMPORTANT
- In the same rule, you cannot set the same audio file multiple times. If you set the same file, only the 1st action will be activated as it will not proceed to the 2nd action (with the same audio file).
Example #3: Play sound then the user can choose the group (IVR)
IMPORTANT
- There will be an additional charge for this setting. If you would like to use this action, please contact your sales representative, customer support, or support.
For example, you want an automatic voice message like "For Japanese, press 1. For English, press 2." to be played and allow the user to choose the language. For this case, if the user chooses Japanese, he or she will be connected to the Japanese group. Same for English, if the user presses 2, the user will be connected to the English group. In order to set this combination, the user shall select Play sound and accept button input from user as an action for this rule.
- From Action 1, select Play sound and accept button input from user (IVR).
- Select the audio file you wish to be played as the automatic voice message.
- Select the numbers to be available from Input.
- Set the action for the number you have selected in step #3.
- Repeat steps #3 and #4 for the rest of the numbers.
- After you finished, click Save.
NOTE
- For your guide, you will not be able to choose Play sound and accept button input from user from the next action of the same rule.
Example #4: Calls to the users of the group will be made after the sound
For example, if you wish to play an audio message like "This call is being recorded to improve the quality of our service." before the members of the inside sales pick up the call, you can set the rule by combining the action of Play sound and Call all users in a group.
Example #5: Automatic call forwarding
If you want to receive calls by your mobile phone or landline telephone after the call was automatically forwarded since the call was made at a specified time or from a specific phone number, please set Automatic call forwarding.
Example #6: Set up voicemail
For example, if you want to play a sound like "We are unable to answer the phone right now. Please leave a message after the tone" then allow the caller to leave a message, you can set the rule by combining the action of Play sound and Voicemail.
After you set the first section, click 
then the settings for the next action will be displayed.
Edit rules
- Log in to MiiTel Analytics with administrative privileges.
- Click Incoming > Incoming Call Rule
- Click
for the rule you want to edit and click Edit.
- After you finished editing, click Save.
Duplicate rules
- Log in to MiiTel Admin with administrative privileges.
- Click Incoming > Incoming Call Rule
- Click for the rule you want to duplicate and click Duplicate.
- After you finished editing, click Save.
Delete rules
- Log in to MiiTel Admin with administrative privileges.
- Click Incoming > Incoming Call Rule
- Click for the rule you want to delete and click Delete.
- The confirmation screen will appear. Click Delete to delete the rule.
IMPORTANT
- After you delete the rule, the configured filter will also be deleted at the same time.