In this article, we cover:
Managing Forwarding Modes
Setting Working Hours for Call Forwarding
Forwarding Calls to Team Members
ProLine offers a variety of call forwarding settings to cater to different business needs. This guide will help you understand and configure these settings effectively.
Managing Forwarding Modes
ProLine provides four forwarding modes: Classic, Hybrid, Direct, and Browser. Each mode serves different use cases:
Classic Mode: Recommended for most users. It uses ProLine voicemail and masks your personal phone number, showing only your ProLine number to customers.
Hybrid Mode: Similar to Classic but without ProLine voicemail. There is no "press 1 to answer" prompt, which means your personal number might be exposed.
Direct Mode: Directly forwards calls to your personal number, exposing it to customers. This is useful for office lines forwarding to a physical phone.
Browser Mode: Calls ring directly in the desktop browser, suitable for admins or office managers who are not using the mobile app.
To change the forwarding mode:
Go to Account Settings > Phone.
Under Inbound Call Settings, select the desired Forwarding Mode.
Enter your Forward Calls To number (usually your personal cell number).
Setting Working Hours for Call Forwarding
You can set working hours to manage when calls are forwarded or sent to voicemail. This can be configured at both the company and individual account levels.
To set working hours:
Go to Company Settings > Working Hours.
Set the default working hours for the company.
For individual customization, go to Account Settings > Working Hours.
Deselect Use Company Working Hours and set your specific hours.
To forward calls outside working hours:
In Account Settings > Working Hours, select Forward calls outside work hours.
Choose to forward calls to voicemail or to a different number (e.g., an answering service or 24/7 offshore office).
Forwarding Calls to Team Members
If a team member is unavailable or has left the company, you can forward their calls to another team member.
To forward calls to a team member:
Go to Manage Team.
Select the team member whose calls need to be forwarded.
Choose Forward calls to team member and select the new team member.
Make sure to review and update these settings if you assign a new user to the account to ensure they receive the calls properly.
Contact Support
If you encounter difficulties or have further questions, contact our support team at support@proline.app or through the chat in the lower corner of your screen. We're here to help you with any issues or concerns.