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Who uses this: Admins and Team Managers who manage Engage phone lines. Availability: Engage add-on · United States and Canada.
Phone line settings are the per-line controls in Engage that name a phone line, turn call recording and call transcripts on or off, and assign the users and managers who staff the line. To reach them, go to Engage > Settings > Phone Numbers, then select a phone number.

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Overview

Every Engage phone line has its own set of settings, and they fall into two groups. The line settings cover the line itself: an internal name only your team sees, a call recording toggle with a customer-notification sub-option, and a toggle for AI-generated call summaries and transcripts. The people settings attach two kinds of users to the line: the assigned users who work the line day to day and the managers who oversee it. The tables below define each setting and what it controls.

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Line settings

Three settings control how a phone line is named and recorded.

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Users and managers

Two lists on each phone line control who works it: Assigned Users (Primary Line) and Managers. Each Engage user is assigned to one primary line but can manage multiple lines, and the two roles carry different capabilities.

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Notes & limitations

  • One primary line, many managed lines. A user has one primary line assignment but can manage multiple lines. Managing a line is separate from being assigned to it.
  • The recording notification defaults to On. Some states require that you notify customers when they are being recorded, so Play audio to inform the customer of the recorded call is on by default. If you turn the sub-option off, disclosing the recording verbally is your responsibility.
  • The Friendly Name is internal only and never appears on caller ID. To control what customers see on outbound calls, see Setting Up Caller ID.
  • Turning off Record Calls also turns off Call Summaries and Transcripts for the line, because transcription requires the call recording. Turning off Enable Call Summaries and Transcripts on its own stops future calls on the line from generating a transcript or summary; transcripts and summaries already generated for past calls are not affected.
  • What a user can do on a line depends on their FieldPulse role. Admins, Team Managers, and Service Agents have different levels of Engage access — see Engage User Roles Details.