Avaya Cloud Office: Create a Custom Call Handling Rule for Holidays and Extended Absences

Create a custom call handling rule when you want to set your phone to direct your callers to alternate destinations based on a specific date range.

For this example, we are going to create a custom rule for Spring Break 2024.

1. In a web browser, navigate to Avaya Cloud Office Service Web: https://service.cloudoffice.avaya.com/application/overview.
   
   
2. At the "Sign In" prompt, you can use your OC email address or OC phone number to sign in using your Avaya account, OR you can use the "Google" button to sign in using your OC Google account.
   
   
   
3. From the top row of menu items (Overview, Messages, Call Log, etc), select "Settings".
   Note: Users with permissions to the Admin Portal or Call Queue Management may need to select "My Extension" in the drop-down menu to the left of the User Menu (the button with your initials).
   
   
   
4. Under the Settings menu, make sure your name and Ext. number is selected, select the "Phone" drop-down menu, then select "Call rules and voicemail".
   
   
   
5. Select "+ Add rule".
   Note: This is not in a box or button, but sits on the top line to the right of "Call rules and voicemail".
   
   
   
6. In the "Add a new rule" pop-out window, select the "Create custom rule" button.
   
   
   
7. In the "Name your rule" pop-out window, enter "Spring Break 2024" for your rule name and select the "Next" button.
   
   
   
8. In the "Who should be included in Spring Break 2024?" pop-out window, under "Schedule", select the "+ Add schedule" button.
   
   
   
9. In the "Add schedule" pop-out window, select the "Specific date range" button.
   
   
   
10. In the "Specific date range" window, enable the "All day" switch, set the "Start date" to "03/18/2024", set the "End date" to "03/22/2024", select the "Set" button, then select the "Next" button.
    
    
    
11. In the "How should incoming calls be routed during Spring Break 2024?" pop-out window, next to "Incoming calls", select the "Choose routing option" drop-down menu and select "Send to voicemail".
    
    
    
12. Select the "Your call has been forwarded..." text box and change the "Voicemail greeting" from "Default" to "Custom" and create a recording to include "Our offices are closed for Spring Break... we will return on Monday, March 25th... please leave a message."
    Note: Your device may prompt you for permission to use audio.
    Note: For best recording quality, select "Phone" instead of "Computer Microphone", enter your full phone number (i.e., 405425xxxx), select the "Call now" button, and follow the prompts to record your custom greeting.
    
    
    
13. After recording your custom greeting, select the "Done" button, then the "Next" button, confirm the details and select the "Done" button.
    
    
    
14. Note that you have successfully created your custom rule and it will automatically go into effect during the dates you specified!