Incoming Call Manager (ICM)

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An Incoming Call Manager (ICM) is a feature that can be used to control the call flow into a number. Situations where you want multiple people to ring simultaneously or in a sequence, or having different paths depending on the time or day can be handled by the Incoming Call Manager.

Accessing the Portal

Go to https://www.ctsportal.net. Enter in your 10-digit telephone number (no dashes) and your CommPortal password (minimum 10-characters with letters, numbers, and symbols). If you do not know your password, please contact CTS and we can reset a new password for you.

Summary

The Summary tab will show you how your ICM is functioning currently.

  • Ring my phone: If the ICM feature has been added to a VoIP phone, you can use this top option to simply ring your phone with every phone call.
  • Forward to
  • Send to voicemail: If you select send to voicemail, nothing will ever ring and all calls will go directly into your voicemail box. This ICM needs to have its own voicemail box to use this option.
  • Use my _____ rules: If you set up a Rule, you can choose to apply it with the fourth option. See the Rules section to learn more.
  • Handle depending on the time or day: The last option is the one most often used as it will apply different rules depending on the time or day.

Rules

The Rules tab is where you can set up the rule sets and the rules within them. To start, click the Add New Set of Rules button near the top left. It will ask you for a name for your rule set. Choose something that accurately describes what the rules will do or be used for.

Once you have the rule set, you apply rules within the set. There is a default rule that can be edited, or you can stack a series of rules based on calls from specified individuals, or groups of people, internal contacts, or anonymous callers. If you choose to only edit and use the default rule, all callers will be treated the same.

When you edit the default rule, you will see some of the same options you saw before on the Summary tab plus some new ones:

  • ring my phone
  • forward to
  • send to voicemail
  • play a reject message and reject the call
  • ring more than one phone at the same time or in sequence (most popular option)
  • ask caller to say their name before ringing more than one phone at the same time or in a sequence

The option utilized most often is to ring more than one phone at the same time or in sequence. If you select that option, you will see that you now have a Next button at the bottom. Once you click Next, you will see where you can enter in extensions or telephone numbers to ring when this number is called. As you add numbers, you can see the timeline and move the sliders to determine how long each number will ring. At the bottom, you can choose where to send calls if the people you have ringing above are all busy or do not answer their phones. When you are set, click Finish and then Apply.

If you are going to always use this rule set 24/7, return to the Summary screen, and tell the system to Use my ____ rules" by selecting the radio button and choosing your new rule set in the dropdown. If you plan on implementing a schedule, move to the Weekly Schedule tab prior to finalizing the Summary tab.

Weekly Schedule

On the schedule, you can create up to three different schedule periods plus leave . Click the Add New Period button to create and name a new period. It will be assigned a color. Use that to color code the grid on the right. If necessary, you can click Zoom In below the grid to see 15 minute increments. Note that the grid starts with Monday as the first column.

To utilize your schedule, go back to the Summary tab and choose the option to Handle depending on the time or day. You will see options to choose which rule to use for each of your time periods. There is also an option to set a rule to be used on Special Days (see more below).

Once applied, you will see the text (active now) next to the period and rule set that is currently being used to confirm that your schedule is accurate.

Special Days

If you are utilizing a schedule, you have the option to indicate Special Days that would deviate from your normal schedule (like holidays during the workweek). You can click the date on the calendar and hit Apply. On the Summary tab, select from the dropdown which rule you want to use during these days.

Example Configurations

Common

  • Rules: Rule sets called Business Hours and Non-Business Hours. The default rule during Business Hours has been edited to ring more than one phone at the same time or in a sequence. The Non-Business Hours rules forward calls to the extension of the general voicemail box.
  • Weekly Schedule: There are two periods configured: Business Hours and Non-Business Hours. The calendar is colored in with blue and green according to your business hours.
  • Summary: the Summary tab is set to handle calls depending on the time or day with the Business Hours rules being used during the Business Hours period, and the Non-Business Hours rules being used during the Non-Business Hours period, All Other Times, and on Special Days.

Advanced

  • Contacts: In the Contacts section (in the top menu bar of the portal), create a group called Blocked. Any numbers that you do not want to accept calls from should be added as contacts here.
  • Rules: In a rule set, you add a new rule that applies to a group of contacts that either sends them directly to voicemail or rejects the call. You could add any number of new rules that apply to specific groups of contacts and performs a specific function. Your default rule at the bottom of the list will apply to anyone who doesn't fit into the categories defined in the rules above.