Configuring custom rules for call forwarding

Last Updated : Jul 29, 2025 |

About this task

Custom rules define special routing that applies to specific callers, holidays, or specific times of the day.

Procedure

  1. Click Users > User List > Users with Extensions.
  2. Click the name of the user whose custom rule you want to set up.

    You can search for the user in the Search field.

  3. From the Phone drop-down, select Incoming call rules.
  4. Click + Add Rule.

    If you want to route your calls based on a weekly work and after-hours schedule, click After hours, then click Next and proceed to step 10.

  5. Click Create a custom rule to route your calls based on date or time, incoming caller ID, or dialed number.
  6. Enter a name for your rule.
  7. Click Next.
  8. In the Who should be included in [Rule Name]? window, set the rule conditions:
    1. Click Add a contact or phone number to apply this rule when the incoming caller ID matches a specific phone number, contact, or extension.
    2. Click Add a phone number to apply this rule when a caller dials one or more specific phone numbers.
    3. Click Add schedule to apply this rule during specific times of day or on specific dates.
  9. Click Next.
  10. In the How should incoming calls be routed during custom test? window, click the Incoming calls drop-down to select how calls are handled when your specified conditions are met.
    1. Ring devices: Calls will ring your apps and physical phones.
    2. Send to voicemail: Calls will route to a voicemail box.
    3. Forward the call: Calls will forward to an extension or phone number.
    4. Play announcement: Plays a prerecorded message, then ends the call.
  11. Click Next.
  12. Verify the accuracy of your rule and click Done.