Message Line Configuration

Message Lines receive inbound calls and activate a single communication flow when a voicemail or text message is collected. Follow the steps below to set up a Message Line.

Step 1

Navigate to Manage Account via the profile menu.

Step 2

Select Phone Lines from the left-hand page navigation.

Step 3

From the Phone Lines page, click on the phone number that you wish to configure.

Step 4

Next, choose the line type. You can opt for Workflow, Message, Direct Connect, Cascade Connect or Interactive Voice. For this article, we will choose the Message 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. If you're editing an already configured phone line, you can make any needed updates to the name and description.

Step 6

The Phone Line Greeting is what your caller will hear when they call your phone number. You can use the default greeting or opt to record a custom greeting that prompts the caller to leave specific information in their voice message.

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 the 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 a pre-recorded audio file for use as a greeting on your phone line.

Choose the method you'd like to use, follow the provided instructions and finish by assigning the desired greeting to the phone line. Once done, you can click the 'play' icon to verify that the correct greeting has been installed.

Step 7

Next, we'll configure the line settings. If you'd like the caller to verify their identity as human before activating the phone line, enable the toggle Require verification of inbound call. Undertaking this step prevents auto-diallers and telemarketing services from activating the phone line. This is accomplished by requiring the caller to press a number on their telephone keypad when prompted. Successfully passing this human challenge will allow the caller to leave a message and activate the phone line. If choosing to enable this option, be sure to update your Phone Line Greeting (Step 6) to guide the caller through this step.

You can also configure a Message Line to be activated by an inbound text message to your phone number. This is particularly helpful when you have teams operating in fringe service areas with limited voice connectivity and/or using satellite messengers. Here too, we can require a verification step by enabling Require verification of text message. Enabling this option will send a human challenge back to the initiating party. Successfully passing this human challenge will allow the sender of the initiating text message to activate the phone line. Once the call flow has been activated, the Text Message Activation Response will be delivered to confirm a successful activation of the phone line.

Step 8

Once a caller has recorded a message requesting a callback or sent an inbound text message, Connect Rocket can activate a call flow with associated actions to ensure the caller's message is escalated properly within your organization. Available actions are: notifications, conference calls and/or pager notifications. You can add one or many actions.

Adding a Notification

1. Select the group(s) that you would like to send your notification to. You can send to one or many groups.
2. For the purpose of this call flow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the notification will be sent to any 'Off Duty' contacts when the phone line is activated.
3. Type your notification message. This can include URLs.
4. You can opt to add a file attachment to your notification. Any format is supported and will be uploaded to our servers. A shortened URL will be appended to your notification message. Clicking the link will allow the notification recipient to access the attachment.
5. If required, add a poll to your notification by making a selection from the dropdown menu. If you don't see any poll options, you'll need to create one first.
6. If you add a poll, the poll duration is how long the poll will be open and gathering responses for. The default value, set when you created you poll, will be shown. You can increase or decrease the duration as needed for this specific workflow.
7. Include a link to a recording of the voice message left by the inbound caller. This allows notification recipients to hear, firsthand, the caller's message.
8. Send a transcript of the caller's voice message with your notification. Note that the quality can vary widely depending on call quality, background noise, etc.
9. If you have enabled the option to allow an inbound text message to activate your phone line, forward the initiating text message with your notification.
10. Select the desired delivery methods for your notification. You can chose one or more of the available options. The delivery methods available to you will depend on how your account is configured.
11. You can resend a notification to those contacts who have not yet responded to a poll after a period of time has passed. Click the link to configure resend options.

Click Save when done.

Adding a Conference Call

1. Select the group(s) that you would like to place your call to. You can call one or many groups.
2. For the purpose of this call flow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the call will be placed to any 'Off Duty' contacts when the call flow is activated.
3. Optionally, you can first try your call to all 'On Duty' contacts. If no one answers, Connect Rocket can retry the call, including all 'Off Duty' contacts in the selected group(s).
4. If you choose to add a conference introduction, the entered text will be spoken when a call recipient picks up the conference call - providing immediate context for the nature of the call.
5. You can choose to play the voice message left by the caller when the conference call is picked up, allowing call recipients to hear, firsthand, the caller's message.
6. If you have at least one available phone line, you can choose which number the conference call should be initiated from.

Click Save when done.

Adding a Pager Notification

1. Select the group(s) that you would like to send your page to. You can send to one or many groups.
2. For the purpose of this call flow, you can override the 'Off Duty' status of contacts. Tick the checkbox and the page will be sent to any 'Off Duty' contacts when the call flow is activated.
3. Enter the message you wish to send via page. Valid characters include: any digit (0-9), '#' and '*'. You can add a 'w' to insert a half second pause.

Click Save when done.

Step 9

Once you have added all of your desired actions, your Message Line has been successfully configured. You can now return to the Phone Lines page and you will see:

1. Your phone line name.
2. Line type set and identified.

If you need to make changes to the phone line or call flow, simply click the 'pencil' icon.