Direct Connect Line configuration

A Direct Connect Line routes inbound calls to the first available contact in a specified group. If no one answers within the defined time limit, the caller is prompted to leave a voicemail, which triggers your call flow to escalate the message to your team.

Step 1

Navigate to Manage Account via the profile menu.

Step 2

Select Phone Lines from the left-hand navigation.

Step 3

Select the phone number you want to configure. Your account may have one or many phone numbers.

Step 4

Select the line type. Choose Direct Connect, then select Next.

Step 5

Enter a name for your phone line. Choose a name that will make sense to all users who interact with it. You can optionally add a description. When done, select Next.

If you're editing an existing phone line, update the name and description as needed.

Step 6

All configuration for this article is completed under the Primary Call Flow tab. To learn about Alternate Call Flows and Schedules, see [What are Primary and Alternate Call Flows?].

The greeting is what callers hear when they call your phone number and are placed in a hold queue while Connect Rocket attempts to connect them with one of your contacts.

To set a custom greeting, choose one of the following methods:

1. Text-to-Voice — type your greeting as text. Connect Rocket will convert it to speech and let you preview it before saving.
2. Record a Greeting — provide a direct phone number where you can be reached. Connect Rocket will call you and guide you through recording, previewing, and saving your greeting.
3. Upload an Audio File — upload a pre-recorded audio file.

Once your greeting is set, select the play icon to confirm the correct greeting is in place.

Step 7

Configure how the Direct Connect Line handles inbound calls.

Recipients: Select the group or groups you want Connect Rocket to call when this phone line receives an inbound call. When a call comes in, Connect Rocket will place the caller on hold and ring all contacts across all selected groups simultaneously. The first contact to answer will be connected one-to-one with the caller. Any additional contacts who answer after a connection has been established will be advised that the call has already been handled.

Activation Delay: Set the number of seconds the caller will wait on hold while your team is contacted. If no contact answers within this time, the caller will be prompted to leave a voice message.

Missed Call Recording Prompt: If no contact answers within the Activation Delay period, the caller will hear your Missed Call Recording Prompt before leaving their message. Record this prompt using the same options as Step 6.

Consider prompting the caller with clear expectations — for example: "We're sorry, all staff are currently unavailable. Please leave a message and a member of our team will follow up within 15 minutes."

Step 8

When a caller leaves a voicemail, Connect Rocket activates your call flow to escalate the message to your team. Select one or more action types below.

Adding a Notification

Sends a message to one or more groups when the call flow is activated.

1. Recipients — select the group or groups you want to notify.
2. Include Off Duty contacts — tick this checkbox to send the notification to contacts who are currently marked as Off Duty.
3. Message — type your notification message. URLs are supported.
4. Add an Attachment (optional) — attach a file to your notification. Any file format is supported. The file will be uploaded and a shortened URL will be appended to your message automatically.
5. Add Craig Prompts (optional) — select a configured Craig Prompt to run when the call flow is activated. The Prompt results will be appended to your notification message.
6. Add a Poll (optional) — select a Poll from the dropdown. If no polls are listed, you'll need to create one first. See [Polls].
7. Poll Duration — set how long the Poll will remain open and collect responses. The default duration set when the Poll was created will be shown — you can adjust it for this specific call flow.
8. Include voice message recording (optional) — include a link to the caller's voice message so notification recipients can listen to it directly.
9. Include voice message transcript (optional) — include a text transcript of the caller's voice message. Note that transcript quality can vary depending on call quality and background noise.
10. Delivery Method — select one or more delivery methods. The options available will depend on how your account is configured.

11. Notification Resend (optional) — resend the notification to contacts who have not yet responded to a poll after a set period of time. Select the link to configure resend options. See [Configure a Notification Resend].

Select Save when done.

Adding a Conference Call

Initiates a conference call to one or more groups when the call flow is activated.

1. Recipients — select the group or groups you want to call.
2. Include Off Duty contacts — tick this checkbox to include contacts who are currently marked as Off Duty.
3. Retry if unanswered (optional) — if no one answers within 2 minutes, Connect Rocket can retry the call including Off Duty contacts.
4. Conference Introduction (optional) — enter text to be spoken to each recipient when they join the call. This gives call recipients immediate context for the nature of the call.
5. Play voice message on answer (optional) — play the caller's voicemail to call recipients when they join the conference call, so they can hear the original message firsthand.
6. Conference Phone Number — select the phone number the conference call should be initiated from.

Select Save when done.

Adding a Pager Notification

Sends a page to one or more groups when the call flow is activated.

1. Recipients — select the group or groups you want to page.
2. Include Off Duty contacts — tick this checkbox to include contacts who are currently marked as Off Duty.
3. Pager Message — enter your page message. Valid characters are: digits (0–9), # and *. Use 'w' to insert a half-second pause.

Select Save when done.

Adding a Webhook

Sends data to an external system when the call flow is activated.

1. Request Method — select POST or GET.
2. URL — enter the endpoint URL. Must be HTTPS and publicly resolvable.
3. Authorization Header (optional) — add a Bearer token or other authorization header if required by the receiving system.
4. Request Body (JSON) — enter your request body using valid JSON. The following string interpolation fields are available:
   • {{workflow_name}}    — the name of this call flow.
   • {{activation_uuid}}    — the unique identifier for this activation.
   • {{recording_url}}    — a URL to the voice recording, if available.
   • {{inbound_message}}    — the inbound text message, if available.
   • {{craig_prompt_output}}    — the output of a Craig Prompt, if one is added below.
5. Craig Prompts (optional) — select a configured Craig Prompt. The output will be available as {{craig_prompt_output}}    in your request body.

Select Save when done. You can test your Webhook configuration after saving.

Step 9

Once you have added all of your actions, your Direct Connect Line is configured. From the Phone Lines page you will see your phone line name and line type. To edit the phone line or call flow, select the pencil icon.