Overview
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.Friendly Name
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:- Main Office Line
- Sarasota Location
- Ryan’s Line
Record Calls
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.Call Summaries and Transcripts
Below Record Calls, you’ll find a toggle labeled Enable Call Summaries and Transcripts. This controls whether calls on this line get an AI-generated transcript and summary (see Call Transcripts and Summaries in Engage for what that looks like).- This toggle is on by default for any line that has call recording enabled.
- Turning it off stops future calls on this line from generating a transcript or summary. Transcripts and summaries already generated for past calls on the line aren’t affected.
- This toggle only appears when Record Calls is turned on. Since transcription requires the call recording, turning off Record Calls also turns off Call Summaries and Transcripts for that line.
Assigned Users (Primary Line)
Each user in Engage must be assigned to one line/phone number. Assigned users can:- Answer incoming and make outgoing calls on this line
- Listen to voicemails
- Send and receive text messages
- Receive notifications regarding this line
Managers
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.Have additional questions? Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.