Configure Single Purpose Phone Line

Our Single-Purpose Line is designed to perform a series of customizable actions every time it's activated by an inbound call or text message. This streamlined process ensures consistency and efficiency in your communication workflow.

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.

Step 4

Next, choose how to configure the phone line. You can opt for Multi-Purpose, Single-Purpose, Direct Connect, Cascade Connect or Interactive Voice. 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 the Single-Purpose option. Once selected, click 'Next.'

Step 5

If you're setting your phone line up for the first time, you will now be prompted to name your phone line. You can optionally provide a description for the phone line. When done, click 'Next'.

Step 6 - Add a Greeting

The Phone Line Greeting is what your caller will hear when they first call your phone number. You can use the default greeting or opt to record a custom greeting that provides the caller with additional information.

To set a custom greeting, decide 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 as text. We will then run the text 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 direct phone number where you can be called. The application will phone you and provide step-by-step instructions on how to record, preview and save your greeting.
3. Upload an 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 installed on the phone line. Now, when callers ring through to your phone number, they will hear your greeting played.

Step 7

Next, you can configure the Line Settings. If you'd like the caller to verify their identity as human before triggering the phone line, enable the toggle. Undertaking this step prevents auto-diallers and telemarketing services from triggering the phone line. This is accomplished by requiring the caller to press a number on their telephone keypad when prompted. If choosing to enable this option, be sure to update your Phone Line Greeting (above) to guide the caller.

You can also configure a Single Purpose Line to be triggered by an inbound text message. Choosing to 'Require verification of inbound text before triggering workflow" adds a verification step that the sender of the inbound text message must complete before the workflow is triggered. Once the workflow has been triggered, the 'Text Message Activation Response' will be sent to the sender of the original inbound text message.

Step 8

Once a caller has recorded a message requesting a callback or sent an inbound text message, 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. Whatever you ultimately design will be triggered when the phone line is called or messaged.

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 the digits (0-9) as well as '*', '#' and 'w' to insert a half second pause.

Notes

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