Lines
Each of your organization’s phone numbers is a line, listed under Phone in the sidebar by its label. A line’s page has five sections: Overview, Routing, Shifts (while the routing is Shifts), Call experience and Compliance, and three actions at the top: Edit line, Dry-run a call and Simulate a call.
Getting a line
Section titled “Getting a line”Numbers are connected to your organization by the Care Connect team, whether new numbers in the area codes you ask for or numbers you already have and want to bring over. Write to support with what you need and they appear here. Each number is billed per month at the published rate; there is no limit on how many an organization runs.
Until an organization is connected to the carrier it runs in a Sandbox, shown as a badge in the header. Everything on a line works in the sandbox; calls are simulated instead of placed.
Overview
Section titled “Overview”What the line has done and whether it is wired up:
- Recent calls on this line, each with what happened to it: who it rang, whether it was answered, where it went when nobody was on call. This is the line’s own record; the organization-wide list is Call history.
- Line health: the carrier webhooks the line is registered with, the last inbound call, and the last seven days’ calls, unanswered calls, and calls that reached nobody.
Edit line
Section titled “Edit line”- Label. How the line is named in the sidebar. Blank shows the number.
- Fallback number. Rings when nobody is on call, and Forward to the fallback number turns that on. Without it, a call with nobody on call hears the message set under Call experience.
- Time zone. The zone this line’s schedule is read in. Only set it when the line is in a different region from the organization; otherwise it follows General details.
Dry-run a call
Section titled “Dry-run a call”Asks the same router that answers real calls what it would do, without placing one. Give it a time (If someone called at, defaulting to now) and optionally a From number, and it answers with what the line would have done: who it would ring, or that it would forward to the fallback, or that nobody was on call. Use it to check a schedule before the day it covers.
Simulate a call
Section titled “Simulate a call”Goes one step further: it runs the call through the router and writes a real call record, with an outcome you choose (answered for so many seconds, or not) so it appears on the Overview and in call history exactly as a real call would. Use it to see what your team will see, and to check that a line is wired up end to end.
Who can do what
Section titled “Who can do what”Everyone in the organization can open a line and see its Overview. Editing the line, its call experience and its compliance details needs Manager or above; so does changing routing and shifts, and simulating a call.