Configure Multi Purpose 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 the Multi Purpose option.

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 - Add a Workflow

Click 'Add a Workflow' to begin adding workflows to the phone line.

Provide a name and description for your Workflow. This name will be seen and used by all users so ensure that the name is logical.

The Alpha, Numeric or Alpha Code will be used to trigger the Workflow by telephone keypad or via text message. 1234, MRTA or MRT1 would all be appropriate.

Once done, click 'Save'.

Step 10

You can now adjust line settings if you wish to prompt callers to the phone line to leave a message. You can also set a schedule for triggering this workflow once set-up is complete. The schedule will allow your workflow to be set to run on a recurring basis. This is a great feature for daily 'Fit for Duty' reminders or weekly training reminders.

Step 11

Next you can add your desired Actions for the Workflow. 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.

Once you've added your selected Actions, you can review the workflow and confirm the phone line behaves as expected.