An Answering Rule configured on the CCaaS virtual handset gives calls a fallback path if the CCaaS instance is unreachable, so calls are not lost during a registration failure or outage.

Creating the Rule

1. In the NetSapiens Admin Portal, select Users from the top of the portal and locate the virtual handset registered to CCaaS — see SIP Extensions
2. Select the Answering Rules menu and select Add Rule
3. Set the rule's Time Frame to match the hours of operation the rule should apply to
4. Set the rule to Enabled
5. Deselect Do Not Disturb and Call Screening
6. Under Call Forwarding, select When Unanswered and When Offline
7. Enter the fallback extension, number, or phone the call should forward to
8. Select Save

Using the Failover

Once enabled, if the virtual handset fails to answer or is unregistered, NetSapiens automatically routes the call to the fallback destination specified above, without any manual intervention.

The rule can be disabled at any time by returning to the Answering Rules menu and deselecting Enabled.