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At its basic level, a line is an extension that rings someone’s phone. You can assign a line to multiple phones and a phone can have more than one line assignment—giving you amazing flexibility. As an added bonus, a line extension at Jive is completely different from a traditional phone system, where each line must have a designated phone number. With Jive, one phone number can service an unlimited number of lines without worrying about busy signals or crossed calls.

Line Settings

To access the settings for a line, click Lines in the left sidebar and then click the line you would like to set up.

General Tab


Extension Number

Three to six digit number that identifies the line and makes it dialable.


Name by which the line is identified. This does not effect the caller ID.

Note: This can be overridden by the button label.

Shared Line

This feature is supported on Cisco MPP, Yealink, Polycom VVX only.

Shares the line across multiple 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.

Omit from Directory

Removes the line from all dial by name directories.

Note: This setting only omits the extension from your dial by name directories. It does not omit the extension from directories found in the end user portal, Jive Mobile, etc. or prevent the extension from being dialed from an auto attendant (allow extension dialing).

Omit from Auto Attendant Extension Dialing

Removes the line from auto attendant extension dialing.

Note: This setting only omits the extension from being dialed within an auto attendant. It does not omit the extension from directories found in the end user portal, Jive Mobile, etc. or prevent the extension from being searched within a dial by name directory.


Defines the language for system messages (e.g. voicemail menu [IVR]). This does not change the language for any page in the portal.

Language Support

  • German – Deutsch (Deutschland)
  • English (United Kingdom)
  • English (US)
  • Spanish – Español (España)
  • Spanish – Español (México)
  • French – Français (Canada)
  • French – Français (France)
  • Portuguese – Português (Brasil)

Allows a line to dial a local number without having to dial the country code first (e.g. +1 in the U.S.) and matches the ringback (what a caller hears while waiting for their call to be answered) to that region.

Country Support

  • Brazil
  • Canada
  • Germany
  • Spain
  • France
  • United Kingdom
  • Mexico
  • United States

Inbound Call Options

Intercom Auto Pickup

Enables the line to receive incoming intercom calls from other lines on the system. Intercom is a feature that automatically answers the call and puts it on speaker, unless the receiving phone is set to do not disturb.

Hold Music

Use PBX’s default hold music
Uses the hold music defined in System Settings.

Overrides the system default hold music and plays a custom hold music playlist for the line.


Determines what a caller hears while waiting for their call to be answered. Ringing is selected as the default, but a Hold Music Playlist can also be selected.

Outbound Call Options

Local Area Code

Three digit area code used before dialing a seven digit phone number (if dialing a number within the local area, you do not need dial the area code). This can be set to the system default area code or customized to any other local area code.

External Caller ID

Controls what caller ID value is displayed when making calls to outbound numbers. This can be set to the system default caller ID or customize to a different caller ID.

Dial Plan Tab

Dial Plan (Find Me/Follow Me)

Note: Incoming calls are routed through the Find Me/Follow settings 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 the line is used in a Simple Dial node or in another user’s Find Me/Follow Me ring step. 

Ring Step

Routes incoming calls to various destinations (internal extensions or external numbers) in a specified sequence to create a unique call flow for the line.

Add multiple extensions/numbers to a single ring step to ring multiple extensions or external numbers all at once.

Add multiple ring steps within the dial plan to create multiple ring steps that occur in order.

Ring Timeout

The time in seconds that the line should ring before going to the next step in the dial plan. This is overridden by any simple dial nodes that reference the line in the dial plan editor.


Confirm Pickup
If enabled, the system provides the option to dial 1 to accept an incoming call or 2 to send it to voicemail.

The primary benefit of this feature is when a cell phone is in a ring step. When a cell phone is turned off or is out of range, calls usually go straight to the cell phone voicemail box. Without confirm pickup, the voicemail would answer the call and prematurely end the dial plan. Enabling confirm pickup allows the call to re-route back to the next ring step or to the Jive voicemail box.

A secondary benefit is if calls are being routed to a personal phone number. Having confirm pickup enabled lets the user know the call is business related, and they can then answer the call appropriately.

Pass Through Caller ID
This option controls what is shown on the caller ID for call steps with external numbers. If enabled, the caller ID of the original caller is displayed. Disabled, the caller ID shows the number configured for the line.

Note: This feature does not work if Block Caller ID is enabled on the phone number used by the line (External Caller ID).

If no answer, send to

Defines what happens if the call is not answered during the previous ring steps.  By default, calls are routed to the extension’s voicemail, but there are some additional options.

Sends the caller to the voicemail box associated with the line.

Sends the caller to the specified extension.

External Number
Sends the caller to the specified external number.

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
Simply hangs up on the caller.

Note: The caller ID will be blocked if Block Caller ID is enabled on the phone number used by the line (External Caller ID).

If call fails, send to

Defines what happens if the call fails due to an internet outage or hardware issue.

Follows the If No Answer, Send To…ring step.

External Number
Forwards the call to a specified external number.

Forwards the call to a specified extension.


  • To avoid routing calls to another device that is also affected by the same outage, we recommend using failover to an extension only if you have multiple locations on the same system (i.e. an office in Chicago and in Dallas).
  • The caller ID will be blocked if Block Caller ID is enabled on the phone number used by the line (External Caller ID).

Voicemail Tab

General Options

Time Zone

Defines the time zone for the voicemail time stamps (default is PBX Default).

Message Review

Allows the caller listen to their message and optionally re-record.

Note: Enabling this setting does not automatically prompt callers to press # after recording their voicemail. Users will need to include these instructions in their voicemail greeting.

Escape to Operator

Allows a caller to press 0 (zero) to be transferred to a specified extension, rather than leaving a message.

Note: Enabling this setting does not automatically prompt callers to press 0 (zero) to escape to another extension. Users will need to include these instructions in their voicemail greeting.

Message Retrieval Options

Say Message Timestamp

System says the time the message was left before playing the message.

Say Caller ID

System says the caller’s phone number before playing the message.

Say Message Duration If Longer Than

System says the duration of the message if it is longer than the specified threshold.

Alternate Mailbox

Redirects callers to an alternate shared mailbox on the system and disables the user’s personal voicemail box.

Notification Options

Email Notifications

Enables email notifications when a voicemail is received.

Attach Voicemail Message

Attaches voicemail audio file to email notifications.

Delete Message After Sending

Deletes voicemail from Jive’s system after sending an email notification.

WARNING: Enabling this will prevent voicemail management from your phone or the portal. Deletion is permanent; we cannot retrieve deleted messages.

Voicemail Attachment Format

Defines audio file format for voicemail attachments.

Smaller file size (default, recommended).

Larger file size, more compatible with mobile devices.

Email Address

Defines recipient of email notifications. 

Note: Email notifications can only be delivered to a single email address.

Use assigned user’s email
Sends voicemail notifications to the email address on Jive’s system.

Use another address
Sends voicemail notifications to an alternate email address.

Tip: Using a specially formatted email address defined by cellphone carriers, email notifications can be sent via text message (SMS).

Outgoing Message Options

Busy Message

This alternate greeting can be recorded for system admins to use in a dial plan.

Unavailable Message

This is the default and most common greeting used for a voicemail box.

Temporary Message

When recorded, this message overrides any other voicemail greetings. In order to remove a temporary message it must be deleted.


  • Click play_blackicon to play uploaded file. 
  • Click trash_admin to delete uploaded file (this does not delete a recorded name).
  • Click upload_file to upload a .wav or .mp3 file. Select a Normalization Level to ensure consistent volume levels.
    Supported File Types
    File sizes should not exceed 150 MB.

    • .wav
    • .ulaw
    • .g722
    • .mp3
  • Click to record a new sound clip.

Voicemail Access Tab

Voicemail Box Access

Note: These configuration settings are different if the system permissions are set to use ACLs for voicemail (very uncommon).

Allow Voicemail Access Without a Password

Allows user(s) to access this line’s voicemail box without a password.


Click and enter a new password of at least four digits to access the line’s voicemail.

Recording Tab

Call Recording Laws

It is your responsibility to understand call recording laws for your area. See Call Recording Privacy Policy and Notices for more information.

Setup Required

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

Call Recording

Record Incoming Calls

Enables recording of all incoming calls to this line. Recorded calls will be saved to your remote storage.

Record Outgoing Calls

Enables recording of all outgoing calls from this line. Recorded calls will be saved to your remote storage.

Note: If call recording is enabled in multiple locations (line, phone number, or system-wide), only one copy of the call will be recorded. 

Fax Tab

Receiving by Email

Intercept Incoming Faxes

Enables the line to receive virtual faxes to a specified email address.

Note: To receive faxes, a phone number must be directed to the line.

Send to
Sends virtual faxes to the designated email address.

Usage Tab

Lists all devices and call flows using the line. Click on an item name to go to its settings.