Adding Lines: A Step-by-Step Guide

Lines are phone numbers for directing calls. Customize settings, add or delete lines (admins only). To add, name the line, choose routing, select a number, and register. Deleting is permanent.

What are Lines?

Lines are multiple phone numbers that receive calls and text messages. They serve as dedicated numbers for your company, directing calls to the appropriate ring groups.

The Lines page offers a variety of features to enhance your Contact Center experience. You can easily purchase new phone numbers, customize greeting prompts, enable call recordings, and set up interactive voice response (IVR) phone trees, among other options. This page provides a comprehensive view of all your lines and their settings.

Before adding or deleting lines, it's important to note that only administrators can perform these actions.


How to Add New Lines

When you sign up for Aloware, a new line is automatically created for you. To add more lines:

Accessing Lines

  1. Click the Quick Access "+" button from the Dashboard or click the +Add Line button > Click Lines.

Name and Call Routing

  1. Name your line for easy identification. Choose how calls should be routed:
    1. Connect to Ring Group - This option allows you to instantly forward the call to the ring group without any waiting. It is particularly helpful for purposes such as Call Tracking or when you need to transfer calls to another phone line.
    2. Connect to User - Send the call immediately to a specific user.
    3. Dead End - This option doesn't route the call; it hangs up after playing a message.
  2. In the New Line Wizard, choose how you want to route calls you receive on this line.
    • Connect to Ring Group - Send the call immediately to the ring group without queuing. Useful for Call Tracking or when you are transferring calls to another phone line.

    • Connect to User - Send the call immediately to a specific user.

    • Dead End - This option doesn't route the call; it hangs up after playing a message.

  3. Click the Next: Select Phone Number button to select the phone number to activate.

Step 2: Search Phone Number

    • In the Add Phone Number pop-up modal, complete the following fields:

      • Country - Select the country you want to assign a phone number to.

      • Number - Type in the three digits that you want as part of your phone number (e.g., 435). Aloware will display various available numbers to choose from.

      • Match To - From the number field, the admin may match the numbers by

        • Area Code - e.g. (435) 334-3960

        • The first part of the number - e.g. (435) 334-3960

        • Anywhere in number - e.g. (914) 353-4350

        • Last part of the number - e.g. (860) 689-1435

      • Select a phone number from the list.

      • Click the Activate Line button.

Step 3: Register your Line

Once you have a registered campaign in the Accounts menu, you can easily add the new line to your current campaign.

  • Click the "+" button to add the line to your existing use case.

  • Click the "Next: Line Details" button.

Step 4: Finish

You'll see a confirmation that the line has been successfully added.

  1. Review Line - This option gives you an overview of the line.

  2. Suggested Next Steps - You'll find recommendations to make sure your line is working smoothly.

Discover how to configure your lines with the help of this guide.


Deleting a Line

If you decide that you no longer need a Line, you can delete it.

To delete a specific line, search for it on the Lines page and click the Delete button, then confirm by clicking OK.

When you delete a line, it will be removed from your invoice and cannot be restored. Please note that the deletion is permanent, and the number associated with the line will not be recoverable.