What are Aloware's advanced line settings?
Aloware's Advanced Line Settings give businesses more control over how agents interact with calls, helping improve customer experience and maintain regulatory compliance. These settings include features like Whisper, Caller ID Suppression, Spam Detection, and custom Text-to-Speech or Recorded Prompts.
You can access these options in the Lines > Advanced settings tab for any line in your Aloware admin account.
What is whisper in Aloware?
Whisper allows agents to hear a private message through their headset before the caller is connected. This message can contain reminders, escalation alerts, or general instructions related to the line's purpose.
How to enable whisper in Aloware
Go to the Lines tab and select the line you want to update.
Navigate to the Advanced tab.
Find the Whisper Settings section.
Enable Whisper by selecting one of the following:
Text-to-Speech - type a message and Aloware will read it aloud to the agent.
⚠️ If you're using text-to-speech, ensure the agent’s device doesn’t have another audio prompt that could interrupt or hide the message.
Example:
If the line is dedicated to handling VIP escalations, your Whisper prompt could be: “This is a VIP support line. Check CRM notes before proceeding.”
Play Recording - upload a prerecorded audio file (MP3 or WAV, under 3MB). This is useful when you want a consistent tone or prefer a natural human voice over text-to-speech.
The recording will play before the call connects, ensuring agents receive key instructions automatically.
Suppressing caller ID during transfers
Caller ID Suppression hides the caller’s number when the call is transferred to another agent or external number. This helps protect customer privacy and ensures compliance with data protection standards.
How to enable caller ID suppression
In the Lines > Advanced tab, locate Caller ID Suppression.
Toggle the switch to Enable.
Save your changes.
✅ Use this feature if you operate a call center or resell leads and want to ensure private caller information remains confidential during transfers.
Blocking known spam calls (Beta)
Spam Detection automatically identifies and blocks calls from known spammers and robocallers. When enabled, Aloware will reject these calls before they reach your agents, minimizing distractions and security risks.
How to enable spam detection
Go to the Lines > Advanced tab.
Locate the Spam Detection setting.
Toggle it on to activate the feature.
Save the configuration.
