1. MiiTel Support
  2. MiiTel
  3. Call settings
  4. Incoming call settings
  1. MiiTel Support
  2. MiiTel
  3. Incoming call settings
  4. Incoming call rule
  1. MiiTel Support
  2. MiiTel
  3. Incoming call settings
  4. Incoming call rule

Incoming call rule

編集日:

Edited

Edited

You would need to set the incoming call rule to receive phone calls with MiiTel Phone. With the incoming call rule, you can choose how to receive phone calls.

You can create multiple incoming call rules that fit with different situations like "during business hours" or "after business hours."

Before making an incoming call rule, you must first create a group that will receive incoming calls. 

Contents

Set a rule for incoming calls

  1. Visit https://account.miitel.jp/v1/signin and log in to MiiTel Analytics.
  2. Click cog-solid (1).svg Open MiiTel Admin on the top right of the page.
  3. Click Incoming > Incoming Call Rule
  4. Click Add new incoming call rule.
  5. With the image and details below as your guide, you can set the actions for incoming calls.

rule1.png

1Enter the name of the rule.

2Enter the description of the rule.

3Set the action for incoming calls.

  • Call all users in a group: All users in the group will receive the phone call. Their phones will ring for a number of seconds set in this action. If nobody answers the call, the call will be disconnected. However, if there is another action after this, the call will proceed to the next action.
  • Call specific user: The call will only be made to the selected user. The user's phone will ring for a number of seconds set in this action. If nobody answers the call, the call will be disconnected. However, if there is another action after this, the call will proceed to the next action.
  • Play sound: The set sound file is played to the caller. After the sound ends, the phone will be disconnected. However, if there is another action after this, the call will proceed to the next action.
  • 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 person who received the forwarded call does not answer, the call will be disconnected. However, if there is another action after this, the call will proceed to the next action.
  • 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): (You would need to subscribe to a separate contract to use this action.) For example, an audio saying, "For Japanese, press 1. For English, press 2." will be played, and the caller can choose the action by selecting the number.

4Add this action and then add the next action for the rule (if necessary).

  IMPORTANT

  •   After you set the filter, the incoming call rule will be enabled.

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 selected number of seconds.

If nobody picks up the phone during this time, the call will be disconnected.

  IMPORTANT

  •  Ring time (seconds) is not the number of seconds in which the MiiTel Phone will ring, as it is the time between when the MiiTel system starts and ends a call. The actual number of seconds in which the MiiTel Phone will ring may be different with Ring time (seconds), depending on your device and network conditions. Therefore, we recommend you set more seconds for Ring time (seconds).
  •   Up to 32 MiiTel Phones can receive the phone call at once.

Example #2: Only the selected user can pick up the call

Let's say you want only a specific user to pick up the phone call. For this case, select Call specific user and the user who will receive the call. If you set the Ring time and nobody picks up the call within the selected number of seconds, the call will be disconnected.

 

en_call_specific_user.png

 

  IMPORTANT

  •   Ring time (seconds) is not the number of seconds in which the MiiTel Phone will ring, as it is the time between when the MiiTel system starts and ends a call. The actual number of seconds in which the MiiTel Phone will ring may be different with Ring time (seconds), depending on your device and network conditions. Therefore, we recommend you set more seconds for Ring time (seconds).

Example #3: 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 the call during this time, you can set Play sound for the 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 rule, after the sound is played, the call will be disconnected.

Eng_rule_ex2.png

  IMPORTANT

  •   You cannot set the same audio file multiple times for the same rule. If you set the same file, only the 1st action will be activated, as it will not proceed to the next action (with the same audio file).

Example #4: Play sound, then the user can choose the group (IVR)*

  IMPORTANT

  •   *In order to use this feature, you would need to subscribe to a separate contract. For more details, please contact your sales representative or customer success.

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. In this case, if the user selects 1, the user will be connected to the Japanese group. The same applies to English; if the user selects 2, the user will be connected to the English group. To make this rule, the user will select Play sound and accept button input from user for the action.

 

en_IVR_language.gif

  1. For Action 1, select Play sound and accept button input from user (IVR).
  2. For Sound, select the audio file you want to play for the incoming call.
  3. For Number of times to play sound, select the number of times to play the audio file repeatedly.
  4. For Number of seconds between each sound, select the number of seconds to wait between each time playing the audio file.
  5. For User input, set the number you want the caller to select during the call.
  6. Set the action for the number you have selected in step #3.
  7. Repeat steps #3 and #4 for the rest of the numbers.
  8. Click Save.

  NOTE

  •   Number of times to play sound: You can set it from 1 to 5 times.
  •   Number of seconds between each sound: You can set it from 5 to 20 seconds.
  •   Please note that you will not be able to choose Play sound and accept button input from user from the next action of the same rule.

Example #5: Calls to the users of the group will be made after the sound

For example, if you want to play an audio message like "This call is being recorded to improve the quality of our service." before the inside sales members pick up the call, you can set the rule by combining the action of Play sound and Call all users in a group.

Eng_rule_ex4.png

  IMPORTANT

  •  Ring time (seconds) is not the number of seconds in which the MiiTel Phone will ring, as it is the time between when the MiiTel system starts and ends a call. The actual number of seconds in which the MiiTel Phone will ring may be different with Ring time (seconds), depending on your device and network conditions. Therefore, we recommend you set more seconds for Ring time (seconds).
  •   Up to 32 MiiTel Phones can receive the phone call at once.

Example #6: Automatic call forwarding

If you want to receive calls with 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, set Automatic call forwarding. 

Eng_rule_ex5.png

Example #7: Set up voicemail

For example, if you want the call 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 make the rule by setting Play sound and Voicemail for the actions.

Eng_rule_ex6.png

After you set the first action, click __________2021-07-14_21.44.43.png to set the next action.

Edit a rule

  1. Visit https://account.miitel.jp/v1/signin and log in to MiiTel Analytics.
  2. Click cog-solid (1).svg Open MiiTel Admin on the top right of the page.
  3. Click Incoming > Incoming Call Rule.
  4. Click ellipsis-v-light__1_.svg for the rule you want to edit and click Edit.

En______1.png

  1. After you finish editing, click Save.

Duplicate a rule

  1. Visit https://account.miitel.jp/v1/signin and log in to MiiTel Analytics.
  2. Click cog-solid (1).svg Open MiiTel Admin on the top right of the page.
  3. Click Incoming > Incoming Call Rule.
  4. Click ellipsis-v-light__1_.svg for the rule you want to duplicate and click Duplicate.

En______2.png

  1. After you finish editing, click Save.

Delete a rule

  1. Visit https://account.miitel.jp/v1/signin and log in to MiiTel Analytics.
  2. Click cog-solid (1).svg Open MiiTel Admin on the top right of the page.
  3. Click Incoming > Incoming Call Rule.
  4. Click ellipsis-v-light__1_.svg for the rule you want to delete and click Delete.

En______3.png

  1. The confirmation screen will appear. Click Delete to delete the rule.

En______4.png

  IMPORTANT

  •   After you delete the rule, the set filter will also be deleted.

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