Configure Multi-Purpose Phone Line

Our Multi-Purpose Line is a versatile configuration that can initiate multiple workflows via telephone keypad, text message, application interface, or scheduled events. This powerful tool streamlines your communication processes, making it easier to put critical information in the right place at the right time.

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 Multi-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 - 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 8

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 availability checks, paperwork or training reminders.

Step 9

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

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