Incoming Call Manager

Incoming Call Manager (ICM) Overview

Incoming Call Manager provides end-users with a powerful rules-based routing services allowing them to configure when, where and which calls are delivered to them. Subscribers use the advanced rules-based routing to configure an advanced Sets of Rules for their incoming calls. For example, a subscriber might want to forward calls from family and friends to a home phone, while forwarding calls from the office directly to voicemail, or to screen calls from a particular number.

To access the Incoming Call Manager:

  1. Log into CommPortal at
  2. CommPortal’s homepage is the Dashboard.

To configure Incoming Call Manager, follow the steps defined in this section.

• Summary: Gives you a description of what will happen to incoming calls.

• Rules: Allows you to forward your calls/lines/phones and change your forwarding settings.

  • Weekly Schedule: Allows you to set different rules depending on the day and time.

Please note: the calendar begins on Monday – Not Sunday.

  • Special Days: Lets you set rules for special days ahead of time to be applied for future days. The “Go To Today” can be used for unexpected office closures or partial workdays.  Click on the day, then click “Apply”. The day will be highlighted. The schedule will return to normal on the next un-highlighted day.

Please note: the calendar begins on Monday – not Sunday.

Schedule Based Routing

Schedule Based Routing

The Weekly Schedule functionality of Incoming Call Manager allows you to apply different routing rules based on time of day and day of the week. For instance, you may want all calls to ring your desk phone during working hours and ring your mobile phone during lunch or after business hours.

  1. Log into your CommPortal at
  2. CommPortal will open to the Dashboard homepage:

3. You will first need to create “Rules” for each Weekly Schedule Period for your phone to follow.  Please see “Rules Based Routing Calls”.

  1. Click the Weekly Schedule tab.

  1. Begin with a blank schedule that you can set up from scratch.

  2. Click on Add New Period and name the first whatever you want (Business Hours, Working Hours, etc.).  You can have up to 3 “Periods” and each will have a different color that will correspond to the blocks of time.
  3. Using your mouse point to the day and time you want to assign to that period and click the mouse.  To change multiple time periods, left click and hold the mouse button and drag across the days and time periods you wish to change. The color of the period title will be the same as the blocks you’ve selected.

Please note: The days of the week begin with Monday – not Sunday.

To rename a period:

  1. Click the Rename button and enter the new name.
    You may repeat steps 6 & 7 to create 2 additional periods

To assign these rules and periods to your weekly schedule:

  1. Click the Summary Tab and select the option Handle depending on the day or time.

Select the appropriate rule to coincide with each period and click Apply.

Your phone will now behave differently depending on the day and time people try to contact you.

Holiday Schedule – Special Days

Holiday Schedule (Special Days)

You can define special days such as Holidays or Vacations and would like special call treatments. To configure Special Days, select the Special Days tab and follow the steps below:

  1. Log into your CommPortal at
  2. CommPortal will open to the homepage:
  3. Next, click the Special Days tab in the submenu below the top menu bar:

To select individual special days:

  1. Select the month and the year using the arrows on either side of the calendars.
  2. Click on an individual day, or click and drag to select multiple days
  3. Click Apply

To have the system automatically define public holidays:

  1. Click on the Add Public Holidays button on the bottom of the page
  2. Select the holidays you wish to add (US Public Holidays)
  3. Click Apply

After you select your holiday dates, you will need to tell the system how to behave during these dates. You can do this by clicking here to get to Rule Based Routing.