Aloware lets admins customize line settings to manage communication effectively. From call routing to caller ID, each setting ensures smooth team coordination and better customer experience.
Additionally, Aloware offers troubleshooting features that help resolve line visibility or configuration issues, ensuring seamless operation.
How to access line settings
Go to admin account.
Select line from the menu.
Choose the line you want to manage.
General settings - as an admin can customize line descriptions, add phone numbers, and control the status of business lines.
Greet and record settings - enhance your customers' experience with personalized greetings and call recordings, significantly improving their interaction with your business. To customize the start of each call, go to the Lines > Greet and Record tab and turn on the settings you prefer.
Routing and IVR Settings - an Interactive Voice Responder (IVR), or phone tree, directs callers to the right department through automated menus. This helps callers get the information they need or connect with a live agent if necessary.
Advanced lines settings - gives agents important benefits and ensures you comply with regulations. These features show your commitment to regulation, and protecting your reputation.
Line triggers - automate and optimize business workflows. You can set rules for calls, messages, and contacts based on different criteria, exploring practical use cases and benefits for your organization.
Email conversations - allow you to manage email communications directly within the platform. This makes it easy to send and receive emails, voice calls, and text messages, keeping you connected with your contacts in one place.
CNAM - CNAM allows the name you choose to appear on the recipient's caller ID during outgoing calls, enhancing recognition and trust for you or your business.
Audit Log - line settings audit log tracks and records all changes made to your phone line settings, including details on who made the changes, when they were made, and what specific settings were adjusted.
Troubleshooting line issues
Refresh your browser to fix interference issues
Sometimes, a user may not see their personal or assigned lines due to temporary interface glitches. To refresh the browser:
Navigate to the browser tab where the issue occurs.
Perform a hard refresh:
For MacOS: Press
Command + Shift + Ron your keyboard.For Windows: Press
Ctrl + F5.
This simple action can clear cached data and refresh the interface, resolving many visibility issues.
Check line visibility restrictions
If refreshing doesn’t solve the issue, the problem might relate to visibility settings. Follow these steps to ensure the desired line is visible:
Open the profile of the user who needs access to the line.
Navigate to the Visibility Settings section.
Add the phone line to the list of lines visible to the user.
Save the updated settings.
Once this is done, the added line should appear on the user’s list and be accessible.
Managing line configurations
Some lines, such as private lines, may have restrictions that prevent visibility for certain users. To manage these settings, ensure:
Private lines have the "restrict private lines" setting enabled only for designated users.
If you need to share access to a private line with multiple users, consider creating a ring group and assigning the group to the line.
This setup ensures that all users within the ring group will have access to the line.
General recommendations
Regularly review visibility settings for all users to ensure proper access.
For persistent issues, contact Aloware Support for further troubleshooting assistance.
By understanding and managing these configurations, you can efficiently resolve most line visibility issues in Aloware while maintaining the intended access restrictions.