Phone Line Settings let you name a phone line, control call recording, and assign users and managers to each line. To access these settings, go to Engage > Settings > Phone Numbers, then click on a phone number to make adjustments.

The friendly name is what you call your phone line/number for internal purposes only. This will not show up on Caller ID.

Examples of friendly names:

Turning on Record Calls will automatically record all inbound and outbound calls conducted through Engage. By toggling on Play audio to inform the customer of the recorded call, your customer will be notified that this call will be recorded for quality and training purposes. Some states require that you notify customers when they are being recorded, so this setting is defaulted as On within Engage.

Note: If you choose to toggle off Play audio to inform the customer of the recorded call, it is then your responsibility to ensure transparency regarding the call recording verbally.

Each user in Engage must be assigned to one line/phone number. Assigned users can:

Each Engage user is assigned to one primary line/phone number, but can be a manager of multiple lines. Managers can view all activity on a line, including voicemails, and can view and send text messages as well as make and answer phone calls.