RINGOFFICE SIP TRUNK FEATURE GUIDE

1. Overview

RingOffice SIP Trunks provide businesses with a reliable and flexible solution for PSTN (Public Switched Telephone Network) connectivity. This guide serves as a quick reference for configuring and managing essential SIP Trunk features through the RingOffice Customer Self-Care Portal.

Note: Most SIP Trunk customers utilize their own feature-rich phone system (PBX). However, certain features—especially those related to failover behavior—can be managed directly at the trunk level via the Customer Portal.

2. Accessing the Customer Self-Care Portal

To manage your SIP Trunk settings:

• Visit: https://customer.ringoffice.com
• Use the credentials provided in your RingOffice Welcome Email to log in.

3. Incoming Call Routing & Failover Settings

RingOffice allows customers to customize how incoming calls are handled if a call is unanswered or if the trunk is unavailable.

3.1 Managing Incoming Calls

To configure incoming call behavior:

1. Log in to the RingOffice Customer Portal
2. Navigate to IP Centrex > Phone Lines
3. Click the Configure button next to the line you want to manage
4. Go to IP Centrex > Incoming Calls

3.2 Answering Modes

Choose from the following options in the Default Answering Mode dropdown:

• Ring, Forward, Voicemail
   Ring registered device > forward if unanswered > send to voicemail (if enabled)
• Ring Then Forward
   Ring registered device > forward if unanswered
• Ring Then Voicemail
   Ring registered device > send to voicemail if unanswered
• Forward Then Voicemail
   Forward as per rule > voicemail if unanswered
• Ring Only
   Ring registered device > disconnect if unanswered
• Forward Only
   Forward as per rule > disconnect if unanswered
• Voicemail Only
   Directly to voicemail (if enabled)
• Reject
   Disconnect call immediately

3.3 Ring Timeout Duration

Set the Timeout value to determine how long a call should ring on the registered system before proceeding to the next action in the sequence.

• After configuring, click Save and perform a test call.

4. Failover Forwarding Configuration

The forwarding feature allows advanced routing options for business continuity, especially during trunk outages or after-hours.

4.1 How It Works

You can configure calls to:

• Ring your SIP Trunk first
• If unanswered or trunk is unreachable, forward to an alternate number (e.g., mobile or backup line)
• If still unanswered, route to failover voicemail

You may also apply time-of-day based forwarding rules.

4.2 Configuring Call Forwarding

To set up forwarding:

1. Log in to the Customer Portal
2. Go to IP Centrex > Phone Lines
3. Click the Configure (wrench icon) next to the desired line
4. Return to IP Centrex, then click Forwarding on the left panel
5. Set your call forwarding preferences
6. Click Save to apply changes

5. Need Assistance?

If you need help with:

• RingOffice Customer Portal features
• Feature configuration
• Troubleshooting

Please contact your internal phone system administrator, or email the RingOffice Helpdesk at:
 ? helpdesk@ringoffice.com

Note: Some IP phones may have built-in feature codes that can conflict with SIP Trunk features. In such cases, disable the conflicting code in your phone settings.