Nugget of Wisdom – “Call Answering Rules”

Photo of gold nuggetsHave you ever heard of “Call Answering Rules”?

Call Answering Rules allow you to decide how incoming calls are answered. The way call answering rules are applied to incoming calls is similar to the way inbox rules are applied to incoming e-mail messages. By default, no call answering rules are configured. If an incoming call is answered by your Unified Messaging (UM) voicemail service, the caller is prompted to leave a voice message for the called party.

Using call answering rules, a caller can:

  • Leave a voice message
  • Transfer to an alternate contact
  • Transfer to the alternate contact’s voice mail
  • Transfer to other phone numbers that you have designated

You can access Call Answering Rules via OWA by following these instructions:

  1. Go to OWA ( and sign in with your netID and Password
  2. Once logged in, look for a cog/gear symbol in the top right corner of the screen, scroll down and select “Mail”
  3. Click on the “General” tab, followed by clicking on “Voicemail” and finally selecting “Call Answering Rules”

For more information on Call Answering Rules, review knowledge article KB03037 via ServiceNow.

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