What are Lines?
Lines are the core of your Contact Center: phone numbers that receive calls and text messages from your customers. Your lines are essentially your company numbers that take calls and feed them into your Ring Groups for answering. This is a key concept when using Aloware, and it is explained in our Quick Start Guide ( link).
You can use the Lines page to buy new phone numbers, define greeting prompts, enable call recordings, set up IVR phone trees, and much more. Each line has it’s own activity page that shows its calls and messages. You can use multiple lines for call tracking and attribution, or set up a dedicated phone number for every agent, department, or team in your company.
Here is a view of the Line’s page.
Adding New Lines
When you sign up for Aloware, we automatically create a new Line for you. If you need more, click + Add Line from the top. Adding a line takes only a minute and they are activated instantly! We’ve explored this in detail in this article.
At the top of the page, you’d see a plot of calls and texts you’re receiving on all of your lines. Each line sports a dedicated color. The default graphing period is 1 week. You can click on the Line names under the plot to toggle the view. If you need to save this plot, for a presentation or report, click the hamburger menu on the top right.
This table outlines all the lines you have with Aloware. Note that the default view only shows the active lines. If you have paused a Line, use the filter icon on the top right to view the paused ones. You can also search for a Line by name or phone number using the search box on the top right.
Porting your existing phone numbers
If you have some phone numbers that are hosted with another provider (Vonage, 8×8, Twilio, Aircall, Dialpad, Talkdesk, or others) we can port them to Aloware. Porting numbers into Aloware is free. Please contact our support team to initiate the process.
Specific Line Activity
Each line has its own dashboard that reports all call and SMS data based on that line. Click on Activity to view the Line’s dashboard.
Each line has it’s own phone number, label, and settings. These settings include call recording, customer greeting, IVR and Phone trees, and a few more. We have explored the line settings in the next article.
Sometimes, you might want to temporarily stop calls on a certain line. Lines can be paused – which instructs Aloware to not transfer any calls to Ring Groups associated with that line.
If you decide you no longer need a Line, you can delete it. This will remove the line from your invoice. However please note that we release the numbers almost immediately and this action is irreversible.
New Filter Added
A new filter has been added for lines that filter Lines by Type.