Use this recommended workflow to manage main line numbers and customize settings to meet your company's needs.
Things to know
The best practice for the Main Line is to have numbers assigned, business hours, and routing for open or closed hours.
We recommend you keep your advertised numbers in the Main Line and route the Main Line to a call center or department where agents are assigned.
You can't remove a primary number from the Main Line. You need to add a new primary number and then remove the existing one.
You can access any voicemail on a department or contact center you are assigned to by default. Also, you have access to voicemails only if the voicemail is left on the main line.
In the Main Line section, you can view local, toll-free, and fax numbers associated with the Main Line.
We recommend you set the Open Hours Routing tab to Other Routing Options, To Another Department, Office, or Contact Center, and add the department or contact center where you mainly receive calls. We don't recommend answering calls on the Main Line.
Workflows
Update your main line settings
Go to Dialpad and click Admin Settings.
Click Main Line.
Rename the main line.
Add an abbreviation to be displayed on your Dialpad.
You can set your business hours in the Main Line or the call center or department the call center routes to. Voicemails left after hours will be in the Main Line's voicemail because calls during closed hours are directed there.
Note: If calls aren't connecting to agents quickly, check the welcome greeting to ensure the correct one is uploaded. For more, see Set up greetings in Phones Pro.
