What are the line settings?

Below is a list of all the line settings and their descriptions.

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Table 1. Extension
Setting Description
Extension Number A unique three to six-digit number that makes the line dialable.
Name The name used to identify the line in the admin portal. This does not change the caller ID and can be overridden by the button label.
Shared Line — Optional Shares a single line with up to eight phones allowing users to mutually manage and monitor incoming calls and calls placed on hold. A shared line is a 2-way line, and not intended to act as a conference line.
Note: Supported on Cisco MPP, Polycom, and Yealink only.
Omit from Directory — Optional Removes the line from all internal directories.
Omit from Auto Attendant Extension Dialing — Optional Removes the line from auto attendant extension dialing.
Language Defines the language for system IVR messages (e.g., voicemail menu prompts).
Region Matches the ringback to the region and allows a line to call a local number without having to dial the country code.
Table 2. Inbound Call Options
Setting Description
Intercom Auto Pickup — Optional Enables the line to receive intercom calls from other lines on the system.
Hold Music Controls which playlist callers hear while on hold.
Ringback Controls whether callers hear ringing or hold music while waiting for the line to be answered. Watch Video
Table 3. Outbound Call Options
Setting Description
Local Area Code Allows a line to call a local number without having to dial the area code.
External Caller ID Controls which caller ID information is used when making outbound calls from this line.

Dial Plan

Incoming calls to the line are routed through the dial plan (Find Me/Follow Me) when the line is directly dialed, a call is transferred to the line, or the line is used in a Line & Voicemail node. However, these settings are overridden on a per-call basis when your line is used in a Simple Dial node or another line’s ring step.

Table 4. Dial Plan
Setting Description
Ring Step Defines which extension(s) and number(s) to ring when someone calls the line. You can set up the line to ring more than one phone simultaneously by adding multiple numbers to a ring step or in sequence by creating multiple ring steps.
Note: If you have Block Caller ID enabled on the phone number routed to the line, the External Caller ID will continue to be blocked as the call is routed to other ring step destinations.
Confirm Pickup — Optional Gives the option to dial 1 to accept an incoming call or 2 to send it to the next step in the dial plan.
Tip: Confirm pickup is helpful when a ring step includes an external number as it can interrupt your dial plan. For example, when a cell phone is turned off, calls go straight to the cell phone's voicemail box. Without confirm pickup, the voicemail would answer the call and prematurely end the ring step. Enabling confirm pickup allows the call to re-route back to the next ring step.
Pass Through Caller ID — Optional Controls which caller ID is displayed for ring steps that include external numbers.
  • When enabled, the caller ID of the original caller is displayed.
  • When disabled, the line's External Caller ID is displayed.
Ring Time Defines the number of seconds the call rings before going to the next ring step. This is overridden by any Simple Dial nodes that reference the line in a dial plan.
If no answer, send to Defines what happens if the call is never answered.
  • Voicemail: Sends the caller to the line's voicemail.
  • Internal: Sends the caller to a specified internal extension.
  • External: Sends the caller to a specified external number.
  • Transferer: If the call was transferred to the line, returns the call to the party that initiated the transfer. If the call was not transferred to the line, it hangs up on the caller.
  • Hang up: Hangs up on the caller.
  • Unspecified: Follows the No answer, send to ring step.
If call fails, send to Defines what happens if the call fails, like in the case of an internet or power outage.
  • Unspecified: Follows the No answer, send to ring step.
  • Internal: Sends the caller to a specified internal extension.
    Note: To avoid routing calls to another device that is also affected by the same outage, we recommend using failover to an internal extension only if you have multiple locations on the same system (e.g., an office in Chicago and Dallas).
  • External Number: Sends the caller to a specified external number.


Table 5. General Options
Setting Description
Time Zone Sets the time zone for the line.
Message Review — Optional Gives callers the option to press # to listen to their message and optionally re-record it.
Note: There is no prompt for callers to press # after recording their voicemail. Make sure to include these instructions in the voicemail greeting.
Escape to Operator — Optional Allows callers to press 0 to be transferred, rather than leaving a message.
Table 6. Notification Options
Setting Description
Email Notifications — Optional Sends an email notification when a voicemail is received.
Attach Voicemail Message — Optional Includes an audio file of the voicemail with the email notification.
Delete Message After Sending — Optional Deletes the voicemail from the system after sending the email notification.
Note: Deletion is permanent (we cannot retrieve deleted messages) and will prevent voicemail management from a phone, GoToConnect, and our mobile app.
Voicemail Attachment Format Defines the audio file format attached to the email notification.
  • .wav49: Smallest file size, won’t play directly from browser (default).
  • .wav: Largest file size, more compatible with mobile devices.
  • .mp3: Smaller file size.
Email Address The recipient’s email address.
Note: You can only send notifications to a single email address. To deliver notifications to a group, use an email alias (e.g., or create an auto-forward rule in your email client.
Tip: Use a specially formatted email address provided by your cell phone carrier to send notifications via text message (SMS). Check with your carrier for more details.
Table 7. Privacy Options
Permanently deletes all voicemails for the line.
Table 8. Message Retrieval Options
Setting Description
Say Message Timestamp — Optional System says the time the voicemail was received before playing the message.
Say Caller ID — Optional System says the caller’s phone number before playing the message.
Say Message Duration — Optional System says the duration of the message if it is longer than the specified threshold.
Table 9. Outgoing Message Options
Voicemail Greeting Description
Busy Message — Optional Alternate greeting for use in a dial plan only.
Unavailable Message — Optional Default and most common greeting used for a voicemail box.
Temporary Message — Optional When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.
Supported file types for upload:
  • .wav
  • .ulaw
  • .g722
  • .mp3
Note: Uploaded files should not exceed 150 MB.
Table 10. Alternate Mailbox Options
Setting Description
Enable Alternate Mailbox — Optional Uses a shared mailbox for all voicemail messages and disables the line’s dedicated mailbox.

Voicemail Access

Note: These settings are different if the system permissions are set to use ACLs for voicemail (very uncommon).
Table 11. Voicemail Box Access
Setting Description
Allow Voicemail Access Without a Password — Optional Allows users to access this line’s voicemail box without a password.
Tip: Click Change Password to reset a user's voicemail password.


Before you can enable call recording, your remote storage must be setup.

Table 12. Call Recording
Setting Description
Record Incoming Calls — Optional Enables recording of all incoming calls to this line. Recordings will be saved to your remote storage.
Record Outgoing Calls — Optional Enables recording of all outgoing calls from this line. Recordings will be saved to your remote storage.
Note: If you enable call recording system-wide and on an individual line, ring group, or phone number; only one copy of call will be recorded.


Table 13. Receiving by Email
Setting Description
Intercept Incoming Faxes — Optional Allows the line to accept incoming calls and faxes. To receive faxes, you must route a phone number to the line. Not available in Brazil and Mexico.
Note: You can only send faxes to a single email address. If you need to deliver your faxes to a group, use an email alias (e.g., or create an auto-forward rule in your email client.
Table 14. Using an Analog Telephone Adapter
Setting Description
Store faxes to increase transmission success rate — Optional Increases the delivery success rates of faxes you send and receive using a physical fax machine with an ATA. This feature temporarily stores faxes in transit, allowing our platform to handle reattempts and act on any errors.


Lists all devices and call flows using the line.