We've found that the companies seeing the most success with ProLine are the ones that commit to having their entire team use the ProLine numbers for work communication (instead of their regular cell phones). So it's worth ensuring your whole team understands what they're doing regarding ProLine calling functionality.

We've done everything we can to model ProLine's calling functionality off regular cell phone calling to make it as simple as possible to transition. That said, a few aspects of calling with ProLine can still be confusing.

Settings regarding calling through ProLine can be found in two different places.

First, you'll find settings that apply globally across your ProLine account on the Company Settings page under the "Phone" and "Working Hours" tabs. These settings include whether you want calls recorded, whether or not your team should be prompted to leave notes after calls, how after-hours calls should be handled, and phone number registrations.

Second, you'll find settings that apply only to your individual ProLine account and ProLine number on the Account Settings page under the "Phone" and "Working Hours" tabs. These settings include your account's forwarding mode (how ProLine handles incoming calls for you), your voicemail greeting, and outbound calling origin.

For a more in-depth breakdown of all phone-related settings in Proline, check out our Setting Up ProLine for Calling Guide.

Tapping any contact's name or icon in ProLine will reveal a list of options for interacting with them. The first option on this list will be Call [Contact]. Pressing this option will initiate an outbound call to a contact. You might also see a phone icon next to contacts displayed in a compact space, such as in a task or conversation. Tapping this phone icon will also initiate an outbound call.

Note: When starting a call from the ProLine mobile app, you will be prompted to call your own ProLine number. Once you call your ProLine number, the call will be forwarded out to the contact you've selected.

For more details on starting and handling outbound calls, read our Outbound Calling guide.

Inbound calls are handled differently depending on the Forwarding Mode you've selected for your account. Here's a quick breakdown:

In Classic Mode, you’ll be prompted to "press 1 to answer" to pick up incoming forwarded calls from ProLine. All ProLine calling features, including voicemail, work properly. This is the recommended mode for most ProLine users, especially outside sales reps.

In Direct Mode, calls will be forwarded directly, and the caller's actual number will be shown as the incoming caller ID. ProLine's voicemail won't work, though, and you won't be able to differentiate between calls via ProLine and calls to your regular phone number.

In Hybrid Mode, inbound calls come from your ProLine number like in Classic mode, but you won't have to "Press 1 to Answer". Voicemail still won't work, but you will know which calls are coming via your ProLine number.

In Browser Mode, calls will ring to the ProLine desktop browser app. Caller ID will be shown on the incoming call screen, and a ringtone will be heard. Voicemail and all other calling features (other than being able to answer calls on your phone) work properly.

For a more detailed breakdown of how inbound calling works for different forwarding modes, check out our Inbound Calling guide.