SIP Trunk Feature Guide

SIP Trunk Introduction

RingOffice SIP Trunks are a flexible PSTN connectivity solution for businesses. This guide was designed as a quick reference document to assist subscribers of RingOffice SIP Trunks with configuring and using common SIP Trunk features.

While SIP Trunk customers typically have their own feature rich phone system or PBX, there are some features particularly related to fail over behavior which can be managed at the trunk level. This functionality can be managed from the RingOffice Customer Self-Care Portal.

To access the RingOffice Customer Self-Care Portal, use the credentials provided in your RingOffice Welcome Email to login at: http://customer.ringoffice.com

For further questions or assistance with features covered in this guide or with other functionality not covered in this guide, please email helpdesk@ringoffice.com any time.

Incoming Routing and Failover

Incoming Calls

From the RingOffice Customer Self-Care Portal, you can control incoming call routing behavior of your SIP Trunk. This includes ring time, call forwarding and voicemail as well as the preferred sequence of where to send calls first. To manage this, login to your RingOffice customer portal at http://customer.ringoffice.com.

  • Go to the IP Centrex tab
  • Click on ‘Phone Lines’, then click ‘Configure’ button beside the line which you need to manage. This will open up settings of this line.
  • Click IP Centrex once again (for the line being managed).
  • From the menu on the left, click on ‘Incoming Calls’.
  • In the field “Default Answering Mode”you will see the following options to select your preferred sequence of behaviorfor incoming call routing:
    • Ring, Forward, Voicemail: Ring to the registered phone system for the ”Timeout” duration first. If call goes unanswered, then follow defined Forwarding rules (if any)for the duration defined. If call is still unanswered, then send to Voicemail of the line (if feature is enabled). Voicemail messages can be forwarded to email.
    • Ring Then Forward: Ring to the registered phone system for the ”Timeout” duration first. If call goes unanswered, then follow defined Forwarding rules (if any)for the duration defined.
    • Ring Then Voicemail: Ring to the registered phone system for the ”Timeout” duration first. If call goes unanswered, then send to Voicemail of the line (if feature is enabled). Voicemail messages can be forwarded to email.
    • Forward Then Voicemail: Follow defined Forwarding rules (if any) for the duration defined. If call goes unanswered, then send to Voicemail of the line (if feature is enabled). Voicemail messages can be forwarded to email.
    • Ring Only: Ring to the registered phone system for the ”Timeout” duration first. If call goes unanswered, then disconnect the call.
    • Forward Only: Follow defined Forwarding rules (if any) for the duration defined. If call goes unanswered, then disconnect the call.
    • Voicemail Only: Send the call to the Voicemail feature of the line (if feature is enabled). Voicemail messages can be forwarded to email.
    • Reject: Reject/disconnect the call
  • In the “Timeout” field, set the duration of time you would like calls to ring to a registered phone system or device.
  • Click ‘Save’ and test.

Failover Forwarding

Each trunk has a powerful forwarding feature that can be managed through the RingOffice Customer Portal. This allows you to set up basic and advanced call forwarding rules. For example, you can have a call ring your trunk but if the call is not answered or if the trunk is down, then forward the call to ring another number or mobile. If the call is still not answered, you can route it to your failover voicemail. You can also preset time of day based forwarding rules.

To manage call Forwarding from the RingOffice Customer Portal,go to ‘IP Centrex’, then Phone Lines. Beside your Phone Line, click the wrench icon ‘Configure’ and then once again go to ‘IP Centrex’ for your Phone Lines. You will see a link on your left called ‘Forwarding’. Here you can set your preferred Call Forwarding rules, Don’t forget to click ‘Save’ after updating your desired settings.

Voicemail Management

This section covers Voicemail features and functionality that can be managed from the RingOffice Customer Portal.

Voicemail Management from the Customer Portal

To manage Voicemail greetings, login to your RingOffice customer portal at http://customer.ringoffice.com

  • Go to the IP Centrex tab
  • Click on ‘Phone Lines’, then click ‘Configure’ button beside the line on which you need to manage Voicemail. This will open up settings of this line.
  • Click IP Centrex once again (for the line being managed).
  • From the menu on the left, click the arrow beside ‘Voicemail’ to expand the voicemail submenu.
  • On the ‘Voice Menu’ page, you can change your voicemail password and set whether you want to be prompted for a password when dialing into voicemail from your own phone.
  • On the ‘Greetings’ page, you can record or upload your greetings and select which one you would like to remain active. If uploading, greeting file size should not exceed 3 MB and format should be mono-channel, .mp3 or .wav format.
  • On the ‘External Email’ page, you can set an Email address and select notification preferences. More explanation on notification options is provided below.
  • There are also folder and inbox settings available in this menu if you plan to use the RingOffice Unified Messaging Inbox to store voicemail messages in the customer portal and display a Message Waiting Indicator on the phone.
  • Click ‘Save’ and test your Voicemail greeting by calling into the line.

Voicemail Notification/Retrieval Actions

Each phone line voicemail feature can be setup to work using 4 voicemail notification/retrieval methods, called ‘Actions’ in your External Email settings.

  • Forward: messages are not kept in your voicemail box (so you can’t listen to them from your phone) and instead they are attached as audio files and sent to your email. With this setting, please make sure these messages are marked as safe so they do not end up in your spam or junk folders.
  • Copy: a copy of your messages are stored in your voicemail box (so you can listen to them from your phone) and a copy is forwarded as an audio attachment to your email. Your phone Message Waiting light (if your device supports it) will indicate you have messages so you can check them from your phone. With this setting, you will have to periodically check/delete messages from your phone voicemail box (even though you may have deleted it from your email) to avoid your mailbox from filling up.
  • Notify: an email notification is sent to inform you that you have a new message but the audio file will not be attached to this email. Your phone Message Waiting light (if your device supports it) will indicate you have messages so you can check them from your phone.
  • None: all messages are stored in your voicemail box only so you can check these from your phone.

Still Need Help?

For further assistance with the RingOffice Customer Portal features or with feature codes, please ask the phone system administrator within your company or contact the RingOffice Helpdesk by emailing helpdesk@ringoffice.com.

Please note that some IP phones may have built-in feature codes that might conflict with these shortcuts. If you find such a conflict, you will need to disable the code in your phone settings in order to use the above shortcuts.