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.
To access the settings for a line, click Lines in the left sidebar and then click the line you would like to set up.
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.
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.
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.
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.
Use PBX’s default hold music
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.
|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.
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.
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.
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.
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
|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.
|If call fails, send to||
Defines what happens if the call fails due to an internet outage or hardware issue.
Defines the time zone for the voicemail time stamps (default is PBX Default).
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.
Redirects callers to an alternate shared mailbox on the system and disables the user’s personal voicemail box.
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.
Defines recipient of email notifications.
Note: Email notifications can only be delivered to a single email address.
Use assigned user’s email
Use another address
Tip: Using a specially formatted email address defined by cellphone carriers, email notifications can be sent via text message (SMS).
Outgoing Message Options
This alternate greeting can be recorded for system admins to use in a dial plan.
This is the default and most common greeting used for a voicemail box.
When recorded, this message overrides any other voicemail greetings. In order to remove a temporary message it must be deleted.
- Click to play uploaded file.
- Click to delete uploaded file (this does not delete a recorded name).
- Click 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.
- 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.
Call Recording Laws
Before you can enable call recording, your remote storage must be setup.
|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.
Lists all devices and call flows using the line. Click on an item name to go to its settings.