Managing Dedicated Lines in OnPage

Use the Dedicated Lines section to configure how incoming calls are received, processed, and routed in OnPage. This includes setting basic line details, call processing behavior, interactive routing menus, caller instructions and prompts, and finally reviewing all settings before saving.

Step 1: Access and Select a Dedicated Line

From the Dedicated Lines section, administrators can view and manage all phone lines used to route incoming calls through OnPage.

Each line entry displays its name, phone number, redundancy email, enabled settings, supported languages and voices, assigned recipients, and current status (live call routing or voicemail).

To view or modify a dedicated line, locate the line you want to manage and select it to open its configuration.

Step 2: Review Overall Configuration Steps

Once a line is selected, its configuration is organized into five main steps:

1. Line Configuration

2. Call Settings

3. Interactive Call Routing

4. Instructions and Prompts

5. Review

Step 3: Configure Basic Line Details (Line Configuration)

In the Line Configuration section, review and edit the basic information associated with the dedicated line.

Here you can view or configure:

• Line name

• Line type (for example, live call routing or voicemail)

• Assigned phone number

The selected line type determines how incoming calls are handled, such as whether they are routed live or sent to voicemail.

Step 4: Set Call Processing and Localization (Call Settings)

Open the Call Settings section to control how incoming calls are processed.

Under Localization Settings, configure what callers will hear:

• Select one or more supported languages.

• For each language, select the voice that callers will hear.

Under Call Processing Rules, define how calls and recordings are handled.

Available options include:

• Do not record

• Record only

• Record and transcribe

You can also:

• Determine how OnPage handles aborted calls.

• Configure a redundancy email address.

• Choose whether to attach voicemail recordings to the sent email.

• Allow caller responses.

• Decide whether messages should be sent to failover recipients.

Some outbound call settings are managed at the enterprise level; these are displayed in this section for reference and cannot be changed here.

Step 5: Define Interactive Call Routing

In the Interactive and Call Routing section, specify where incoming calls and messages are routed.

For a simple workflow, configure the line to route directly to a single OnPage recipient or group.

For advanced workflows, create an interactive menu that allows callers to choose from multiple options (for example, departments or locations).

For each menu option, you can:

• Assign an action (what should happen when the caller selects it).

• Assign a designation (such as a specific group or recipient).

• Add sub-menu options to build additional routing levels.

This structure allows you to build call trees that direct callers to the appropriate team based on their selection.

Step 6: Customize Caller Instructions and Prompts

Open the Instructions and Prompts section to configure what callers hear throughout the call.

For each supported language, you can configure prompts such as:

• Initial greeting

• Caller identification instructions

• Callback number instructions

• Recording instructions

• Processing messages

• Confirmation messages and emails

• Error messages

• Goodbye messages

You can also:

• Specify whether the caller must provide a callback extension.

• Customize the instructions used when collecting callback information.

These prompts allow the dedicated line experience to reflect your organization’s preferred caller workflow and review process.

Step 7: Review and Apply Configuration

In the final Review step, examine a complete summary of the dedicated line configuration before saving.

Review the following:

• Line configuration (name, type, phone number)

• Localization settings (languages and voices)

• Interactive call routing setup

• Customized instructions and prompts

Once you have confirmed that all settings are correct, save and apply the configuration. The dedicated line workflow will then centrally manage how incoming calls are received, processed, and routed to the appropriate OnPage groups and recipients.