Add and manage phone lines (main and sub lines)
Add your phone lines in one place, give each a name and a phone number on your account, and choose the main line that calls go out from.
Where to find it
Home › Setup wizard › Phone line and business hours › Your phone lines (at the top of step 1)
Open this screen
Steps
- Open Home › Setup wizard and stay on Phone line and business hours.
- At the top, under Your phone lines, press New phone line.
- Type a name in Line name, for example Main line or Support.
- Choose a number in Phone number on your account. Only numbers that are on your account are listed.
- Tick Make this the main line if calls should go out from this line unless another line is chosen, then press Create line.
- To rename a line or change its number, press Edit on the line, change it and press Save.
- To change the main line, press Make main line on the line you want. There is always exactly one main line.
- To remove a line, press Remove and confirm. If it is the main line, the message names the line that becomes the main line.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Line name | The line's name, shown wherever a line is chosen. | — |
| Phone number on your account | One phone number on your account that no other line uses. Each line has one number. | Choose a number |
| Main line / Sub line | The main line's number is the caller ID on calls where no other line is chosen. Every other line is a sub line. | Your first line is the main line. |
Troubleshooting
"No phone number on this account yet."
Your account has no phone number a line can use yet. Press Get a number to ask for one. A line can be saved once a number is on your account.
"Every phone number on your account is already on a line."
Each number can be on one line only. Change the number of the other line first, or get another number.
"Lead flows or campaigns still call from this line."
Choose another line in those lead flows or campaigns, then remove this line.
A call was refused because the line's phone number is no longer on your account.
Press Edit on the line and choose a number that is on your account. No call goes out from a different number instead.
Tips
- Campaigns, lead flows and the dialer use the main line unless you choose another line there. Each of them shows the line it calls from, with a link back here.
- Removing a line keeps its call history.
Good to know
- Only the owner or an administrator can add, change or remove lines. Everyone else can see them.
- Lines use only phone numbers already on your account. Nothing is bought here.
Related how-tos
- Setup wizard Set up phone answering in seven steps, one at a time: a phone line and its business hours, your agent's voice, your AI prompt, the knowledge base your agent answers from, who to put through and the rules for calls, a test, then switching your AI agent on.
- Phone lines See every phone line, whether your AI agent answers it, and open a line to set its number, AI agent, language, hours and who callers are put through to.
- Choose which phone number a line answers Connect one of your organisation's phone numbers to a line so calls to that number reach it.
- Route a number to a line Choose which line answers each of your phone numbers, from the number inventory.
- Queues & SLA Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.