Configure Direct Connect Phone Line

Step 1

Navigate to 'Manage Account' via the profile menu.

Step 2

Select 'Line Configuration' from the page navigation.

Step 3

From the 'Phone Lines' section, choose the phone line that you wish to configure. Please note that your account may have one or many phone lines. 

Step 4

You will next choose how to configure the phone line. You can opt for IVR, Direct Connect, Single or Multi Purpose Line. If you need assistance with Phone Line configuration, please book a training session and we'll be happy to help. For this article, we will choose a Direct Connect Phone Line.

Step 5

You will now be prompted to name your phone line. You can optionally provide a description for the phone line. When done, click 'Next'.

Note: The name and description will be seen/used by all users so use terminology that will resonate with a broad audience.

Step 6 - Add a Greeting

Connect Rocket ships with a default greeting but you will likely want to customize this message to improve the experience for your users. 

Determine how you would like to add a greeting. There are 3 available options for adding a greeting.

1. Create a new greeting using text-to-voice. If opting for this method of adding a greeting, you'll be prompted to type your greeting a text area. We will then run the copy through a text-to-speech engine and allow you to preview your greeting before assigning it to a phone line.
2. Record a new greeting. In this instance, you'll be asked to provide a phone number where you can be called. The application will phone you and provide step-by-step instructions on how to record and save your greeting.
3. Upload and audio file. If selecting this option, you will be able to upload an existing audio file for use as a greeting on one of your phone lines.

Choose the method you'd like to use and follow the provided instructions and finish by assigning the desired recording to the phone line.

Regardless of how you choose to add a greeting, once you have completed the process your new greeting will be automatically installed on the phone line. Now when callers ring through to this phone number, they will hear your greeting played.

Note: You can preview your greeting by clicking the 'Play' icon beside the greeting name.

Step 8 - Establishing a Direct Connection

At the heart of a Direct Connect Phone Line is the ability to connect an inbound caller directly with a human being. In order to do this, we need to determine which Group to connect the inbound caller with. Under 'Recipients' choose the Group or Groups that you want Connect Rocket to call when this line is activated.

Under 'Activation Delay' choose the number of seconds that we should try to connect the inbound caller with a member of the Group(s) selected in the previous step.

In this example, when a caller rings through to this Direct Connect Phone Line, Connect Rocket will place the inbound caller on hold while we ring all of the Contacts in the 'Team Leaders' Group. The first Contact in a Group(s) to pick up the call will be connected with the caller. Any additional members who try to join the call will be advised that the call has been handled. We will try to establish a connection with a human being for 30 seconds before moving to the failover Workflow.

If we are unable to connect the caller with a human being before the 'Activation Delay' period expires, we will request the caller leave a message so we can trigger a failover workflow. Connect Rocket ships with a default recording prompt but you will likely want to customize this message to improve the experience for your users. This prompt can be recorded using the same options outlined in 'Step 6' above.

You may to choose to record something like; "We're sorry but all staff are unavailable. Please record a message at the prompt and a member of our team will follow-up within 5 minutes."

Step 10

Once a caller has recorded a message requesting a callback, Connect Rocket can trigger a Workflow that you design to ensure the caller receives a response. You can choose to add notifications, a conference call and/or a pager notification.

Adding a Notification

Adding a Conference Call

Note: Accounts with a single phone number can only add one conference call per unique Workflow.

Adding a Pager Notification

The Pager Message field can contain *, # and the digits 0-9.

Notes

Once you've configured your selected Actions, test and confirm the phone line behaves as expected.