Configure Cascade Connect Phone Line

The Cascade Connect Line receives inbound calls and routes them to a predefined group of contacts, one at a time, until the caller is connected with a team member. If no one is available, the line captures a voicemail message for escalation, ensuring nobody goes unheard.

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 Cascade Connect 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 Phone Line Greeting

The Phone Line Greeting is what your caller will hear when they are waiting to be connected with a member of your team. For the purpose of Cascade Connect, you may wish to customize the default greeting to advise the caller that there may be a delay as the system works through the call list.

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 - Configure Cascade Connect Settings

At the heart of a Cascade Connect Phone Line is the ability to connect an inbound caller directly with a human being. What differentiates Cascade Connect from other phone line configurations, is the ability to call multiple contacts in a cascade - beginning with one contact and working through a predetermined list, until an available party is reached.

In order to do this, we need to determine the order in which to call contacts. Begin by dragging the contacts that you want to call into the empty container and order them with the first contact to be called at the top of your list. Connect Rocket will work through the call list from top to bottom. If needed, you can reorder your contacts by dragging and dropping them in the preferred order.

Once you've selected the contacts to be called and established the calling order, set the desired Call Attempt Duration. This is how long we will attempt to call each contact before the next contact is called. Click 'Save' when done.

Step 8

If, after calling all of your selected contacts, we have not been able to connect the caller with a human being, we will prompt the caller leave a message so we can trigger a fail over workflow. This recording prompt can also be customized to suit your needs, using the same options outlined in 'Step 6' above.

You may to choose to record something like; "We're sorry but all staff are unavailable. Please record a message at the prompt and a member of our team will follow-up within 15 minutes."

Step 9

Once a caller has recorded a message requesting a callback, 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. If you need assistance with building out action for your organizations, please open a support ticket.

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.