Sonar Answering Rules: Complete Guide

Office managers and call center supervisors need to be in My Account to access their Answering Rules.

You can locate Answering Rules in the tab bar of your Sonar portal. In this section, you can create various answering rules that will change how calls are directed and forwarded at different times. 

Time Frames First

Answering Rules must be used in conjunction with Time Frames. If you do not have a corresponding time frame already in place, you cannot create a new answering rule. The Sonar portal will inform you if you have entered a previously deleted Time Frame.

Basic Answering Rule Functions

Within the Answering Rules tab, you can easily access, edit, and delete any answering rules currently in place. 

You can change your ring duration before the timeout by clicking the drop-down menu between “ring for” and “seconds.”

  • Decreasing the duration will give you less time to answer the call but will ensure that your net2phone Canada voicemail is activated if the call is unanswered.
  • Increasing the duration will give you more time to answer the call, but you may activate your personal voicemail if the call is unanswered.

Prioritize Answering Rules to Activate
By dragging answering rules using the arrow buttonsOn the left side, you can arrange the priorities in a top-down order. The active answering rule will have the active tag next to its name. 

Adjust your Phone's Ring Duration Before Timeout 

Although you may not think your ring duration is that important, it might be a chance to make a good (or bad) first impression. A longer ring duration gives more time to answer but results in more abandoned calls, while a shorter ring duration causes a faster timeout, but results in more missed calls and voicemails; finding a balance is key. Getting your timing right may take some trial and error –  we recommended adjusting in 20-second intervals. 

How to Change your Ring Duration before Timeout 

Ring Duration Notes and Tips! 

  • Every audible ring is approximately 3 seconds.
  • The default ring duration is configured to 20 seconds.
  • Shorter ring durations help avoid abandoned calls, resulting in more voicemails.
  • If you're forwarding calls to a mobile phone, your timeout should be adjusted to ensure callers don't reach your mobile voicemail. 
  • If forwarding calls, long-distance charges may apply depending on the number you are forwarding to and your net2phone Canada bundle.
  • You can forward your calls to an international number by contacting our Technical Support Team at 611. International rates will apply.
 
Office managers and call center supervisors must be in My Account to access their answering rules.
  1. Click on the Answering Rules tab in Sonar.
  2. Click the drop-down menu located between "Ring for" and "Seconds" and choose how long you want your phone to ring for before the call is sent to voicemail.

Block Unwanted Calls and Unknown Numbers

Are you receiving daily calls from anonymous or unknown numbers? Don’t worry about trying to keep track of blocking numbers on all of your connected devices. You can easily view and manage blocked numbers through the Sonar portal. Navigate to the Answering Rules section to block and unblock specific numbers and/or all unknown numbers.

Call Blocking Notes 

What happens if a blocked number calls you? They will get a busy signal and be unable to leave you a voicemail. 

If you are in Canada, you can register your number to the National Do Not Call List (DNCL). Regardless of whether you are registered with the (DNCL), you may still receive calls from political parties or surveys. You can block these calls if they are disrupting your workday.

 

How to Block a Specific Number or All Unknown Numbers

Office managers and call center supervisors must be in My Account to access their Answering Rules.

  1. Click the Answering Rules tab on your Sonar portal.
  2. Click the Block button on the right side.
  1. In the text box, enter a 10-digit number with no spaces, brackets, or dashes.
  2. Click the plus button to add the number to your block list.
  3. (Optional) Check the box next to Block anonymous or unknown. 
  4. Click the Done button to save.

Answering Rule Options

When creating a new answering rule, or editing an existing one, the pop-up window is the same. 

Sonar Answering Rule Options

Understand all the selections within the answering rules configuration menu, from the top to the botton. 

Time Frame
Select a preexisting time frame and link it to this answering rule.

Enabled
Enable or disable the current answering rule.

Do Not Disturb
Blocks all calls to your extension, sending them directly to voicemail. When active, Call Forwarding and Simultaneous Ring options are unavailable.

Call Forwarding
Forward calls to a specified extension, number, or phone based on the following:

Always 
Bypass your primary net2phone Canada device and send calls directly to the entered extension or number. Enter 10-digit numbers without spaces, brackets, or dashes.

When Busy 
This option is visible but not available for individual rules as net2phone Canada does not generate busy signals. It can be used for queues and other features.

When Unanswered 
Ring your net2phone Canada phone first, then forward to the entered extension or number if unanswered. Enter 10-digit numbers without spaces, brackets, or dashes.

net2phone Canada SureAnswer 
Forwards calls if your net2phone Canada phone goes offline due to outages; it is often used with a mobile device.

Simultaneous Ring
Configure multiple devices to ring simultaneously to ensure you never miss a call:

Include User’s Extension 
Include your primary extension to ring.

Ring All 
User’s Phones Ring all phones associated with your extension, including softphones and mobile apps.

Enable net2phone Canada SmartAnswer 
Configure an external number to ring simultaneously. Answering the call will prompt you to connect or reject it. If rejected, the caller is sent to your net2phone Canada voicemail.

Extension, Number, or Phone
Enter additional extensions or phone numbers to ring along with your personal extension. Using the green plus button, you can add a ring delay and additional fields.

When selecting another extension, you have three main options:

User 
The call follows the selected user's answering rules.

Phone 
Forward calls to an additional extension. Each additional device is associated with an extension followed by a letter (e.g., 501m for your mobile phone). If unanswered, calls are transferred back to your primary extension’s voicemail.

Voicemail 
Send the call straight to voicemail without ringing any devices.

Forwarding Calls to an External Number

Working from home today? Learn how to forward your business calls to your mobile or landline phone. If you have multiple external numbers you may need to be reached at, take advantage of the When Unanswered forwarding option to add another device and never miss a call.

Warning: High-Volume Incoming Calls Forwarded to Mobile Numbers

Forwarding multiple incoming calls to a mobile number may result in some calls going directly to voicemail. If several calls are forwarded simultaneously, your mobile provider may not support this high volume, causing the calls to be routed to net2phone Canada voicemail.

 

How to Send Calls to an External Number 

Identify your Time Frame First! 

Every answering rule must be linked to a time frame. The example below uses an Always Time Frame with Always Forward. 

 If you do not have a time frame to link your answering rule with, you must create a new one.

 

View the Original Caller ID or your Company Caller ID!

Differentiate personal calls from work calls when forwarding to a personal device. 

Enter a 10-digit number to forward the original caller ID of the caller. 
For example: If you enter 6132379329

Enter an 11-digit number to forward your company's caller ID
For Example: 16132379329  

 

Office Managers and Call Center Supervisors must be in My Account to access their answering rules.

  1. Click on the Answering Rules tab in your Sonar portal.
  2. Click the Add Rule button to create a new rule, or the pencil icon to edit your active rule.
  1. Under the Call Forwarding section, click the checkbox next to Always.
  2. In the entry box next to one of the options, (1) Always, (2) When Busy, or (3) When unanswered, enter a phone number without spaces or dashes. Phone numbers must be 10 or 11 digits without spaces, dashes, or brackets (e.g., 6131234567 or 16131234567).
  3. Click Save.
  4. Ensure your new rule is at the top of the Answering Rules list for the highest priority. Drag-and-drop your Answering Rule to the top if needed. 

Call Forwarding: Video Walkthrough 

 

Pro tips!

  • Forwarding to a mobile phone? Check out the Sonar Mobile app! 
  • The net2phone Canada SmartAnswer feature is an alternative to call forwarding that allows you to screen your business calls on your mobile device as well as ensure your callers always reach your net2phone Canada voicemail. Login to Sonar and follow this tutorial to enable net2phone Canada SmartAnswer.
  • Ensure that you never miss a call in case of a power outage using net2phone Canada SureAnswer.
 

Quick-Switch your Active Answering Rule from the Home Tab

For quick access, you can view and change your answering rule in the Home tab. It will display your current active answering rule, which extensions are associated with that rule, and the time frame it uses. You can change your Active Answering Rule by clicking the drop-down above your current answering rule.

The Default Time Frame 

The default time frame (after hours) will be active whenever you do not have a time frame in place. The times that are left unselected will default to your organization's after-hours time frame. In the example above, the default time frame is activated for an extended lunch on Monday and Tuesday.

 

Office managers and call center supervisors must be in the Home section of My Account.

Forwarding Calls to an External Number

Working from home today? Learn how to forward your business calls to your mobile or landline phone. If you have multiple external numbers you may need to be reached at, take advantage of the When Unanswered forwarding option to add another device and never miss a call.

Warning: High-Volume Incoming Calls Forwarded to Mobile Numbers

Forwarding multiple incoming calls to a mobile number may result in some calls going directly to voicemail. If several calls are forwarded simultaneously, your mobile provider may not support this high volume, causing the calls to be routed to net2phone Canada voicemail.

 

How to Send Calls to an External Number 

Identify your Time Frame First! 

Every answering rule must be linked to a time frame. The example below uses an Always Time Frame with Always Forward. 

 If you do not have a time frame to link your answering rule with, you must create a new one.

 

View the Original Caller ID or your Company Caller ID!

Differentiate personal calls from work calls when forwarding to a personal device. 

Enter a 10-digit number to forward the original caller ID of the caller. 
For example: If you enter 6132379329

Enter an 11-digit number to forward your company's caller ID
For Example: 16132379329  

 

Office Managers and Call Center Supervisors must be in My Account to access their answering rules.

  1. Click on the Answering Rules tab in your Sonar portal.
  2. Click the Add Rule button to create a new rule, or the pencil icon to edit your active rule.
  1. Under the Call Forwarding section, click the checkbox next to Always.
  2. In the entry box next to one of the options, (1) Always, (2) When Busy, or (3) When unanswered, enter a phone number without spaces or dashes. Phone numbers must be 10 or 11 digits without spaces, dashes, or brackets (e.g., 6131234567 or 16131234567).
  3. Click Save.
  4. Ensure your new rule is at the top of the Answering Rules list for the highest priority. Drag-and-drop your Answering Rule to the top if needed. 

Call Forwarding: Video Walkthrough 

 

Pro tips!

  • Forwarding to a mobile phone? Check out the Sonar Mobile app! 
  • The net2phone Canada SmartAnswer feature is an alternative to call forwarding that allows you to screen your business calls on your mobile device as well as ensure your callers always reach your net2phone Canada voicemail. Login to Sonar and follow this tutorial to enable net2phone Canada SmartAnswer.
  • Ensure that you never miss a call in case of a power outage using net2phone Canada SureAnswer.
 

Common Answering Rules and Time Frame Use Cases

Video Time Stamps 

00:00 Intro 

00:15 Default Time Frame 

00:30 Scenario 1 - Holiday and Vacation (OOO) 

01:35 Scenario 2 - Doctor's Office 

02:50 Scenario 3  - Landscaping Employee 

03:35 Contact Support for Help 

 
 
 

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