Table of Contents

Line List

Phone line is the phone number of your call center that customer will dial in when they want the support.

LINE LIST provides you with information about the phone lines that are used in the system.

Open

On Line List, you can:

1. See the list of phone numbers that are available for your call center. Each line has these information:

   1. Name: Short name of the phone line.

   2. Phone number: Phone number of the call center.

   3. Description: Description of the phone line.

   4. Created Date: Date and time that the phone line is created.

   5. Updated Date: Date and time that the phone line is updated.

   6. Status: current phone line status. Phone line can have one of these status:

      1. Active: this means line will be used for call center. Agents can connect to the phone line and receive the calls to the phone line or make outgoing calls to customers using this phone line .

      2. Inactive: this means line can’t be used for call center. You can update phone line status to Inactive if you don’t want to make or receive calls using this phone line.

2. Create a new phone line: see Telephony Settings | b. Create a new Phone Line

3. Edit an existing phone line: see Telephony Settings | b. Edit an existing Phone Line

4. Delete an existing phone line: see Telephony Settings | c. Delete an existing Phone Line

Create a new Phone Line

On Line List, click “+ Create“ button, it will show the pop-up to add a new phone line.

Open

On this pop-up, you need to provide the following information of the phone line:

1. Name: Short name of the phone line (required).

2. Phone Number: Call center phone number (required). This number must follow the international telephone numbering (See https://www.twilio.com/docs/glossary/what-e164 )

3. Description: Description of the phone line (optional).

4. Status: select “Active” and “Inactive” status for the phone line. The default status is “Inactive“.

   1. Active: this means line will be used for call center. Agents can connect to the phone line and receive the calls to the phone line or make outgoing calls to customers using this phone line .

   2. Inactive: this means line can’t be used for call center. You can update phone line status to Inactive if you don’t want to make or receive calls using this phone line.

5. IVR Flow: select the IVR flow to route the incoming calls. Each line will be linked to only one IVR flow.

After you’re done with required information, you need to click Save to accept. The new phone line will be created and displayed on the Line List.

Edit an existing Phone Line

On Line List, click on Edit button of one phone line. It will show Update Line popup where you can update the phone line information.

On this popup, you can update the following information of the phone line:

1. Name: Short name of the phone line (required).

2. Phone Number: Call center phone number (required). This number must follow the international telephone numbering (See https://www.twilio.com/docs/glossary/what-e164 )

3. Description: Description of the phone line (optional).

4. Status: select “Active” and “Inactive” status for the phone line. The default status is “Inactive“.

   1. Active: this means line will be used for call center. Agents can connect to the phone line and receive the calls to the phone line or make outgoing calls to customers using this phone line .

   2. Inactive: this means line can’t be used for call center. You can update phone line status to Inactive if you don’t want to make or receive calls using this phone line.

5. IVR Flow: select the IVR flow to route the incoming calls. Each line will be linked to only one IVR flow.

After you’re done with required information, you need to click Save to accept the changes. The changes will be reflected in the Line List.

Delete an existing Phone Line

On Line List, click on Delete button of one phone line. It will show a confirmation.

If you’re ok, please click Yes to accept. The phone line will disappear from the Line List.