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Welcome to SoundLine! Getting your account set up takes less than 10 minutes. Follow these steps to go live.
Check your inbox for a verification link. Click it to activate your account — it expires in 24 hours.
Add your company name, address, and time zone. This is used for caller ID and E911 compliance.
Search for a local, toll-free, or vanity number. You can claim up to 5 numbers on the Starter plan.
Get the SoundLine desktop app (Windows/Mac) and mobile app (iOS/Android) to start making calls.
Keep your existing business numbers when switching to SoundLine. The porting process typically takes 5–10 business days.
Contact your current carrier to request your account number, PIN, and billing address on file.
Go to Numbers → Port a Number in your SoundLine dashboard. Fill out the form and upload your LOA.
Keep your existing service active until SoundLine confirms the port is complete — usually via email.
SoundLine is compatible with all major SIP desk phones including Polycom, Yealink, Grandstream, and Cisco.
Connect your desk phone to your network via ethernet. Ensure it has internet access (not just local LAN).
In SoundLine → Devices → Add Device, select your phone model to generate SIP username, password, and server address.
Access your phone's web UI (usually at its local IP address) and enter the SIP credentials under Account → SIP settings.
SIP Server: sip.getsoundline.com:5060
Add your team in minutes. Each user gets their own extension, voicemail, and app credentials.
Enter email addresses (comma-separated for bulk invites). Choose a role: Admin, Manager, or Agent.
Each user can have a direct inward dial (DID) number, an internal extension (e.g. 101), or both.
They'll receive an email with a link to set their password and download the app. Setup takes under 2 minutes.
The SoundLine dashboard is your command center. Here's a quick tour of each section and what you can do.
See all active calls, recent missed calls, and team presence status at a glance.
Dive into call volume, average handle time, first-call resolution, and custom KPI dashboards.
Manage numbers, users, devices, integrations, billing, and compliance settings.
Make and receive calls from the desktop app, mobile app, browser softphone, or a physical desk phone — all with the same SoundLine number.
Click the phone icon in the top bar or press Ctrl+D (Win) / Cmd+D (Mac) to open the dial pad.
Type a number to dial, or search a contact name. SoundLine auto-completes from your contacts and CRM.
A notification appears on screen. Answer on your current device, or push the call to another device (e.g. mobile) with one click.
Forward calls to any number — a mobile phone, external line, or another extension — based on time, status, or number of rings.
Select the number or user extension you want to set up forwarding for.
Options: Always Forward, Forward When Busy, Forward When Unanswered (after N rings), or schedule-based forwarding.
Enter any US/international number or select an internal extension. Click Save and test immediately.
Set up a professional voicemail greeting and choose how you receive voicemail notifications.
Go to Settings → Voicemail. Record directly in the browser, upload an MP3, or call *97 from your desk phone.
Enter your email address to receive voicemails as audio attachments with AI-generated transcripts.
For phone-based voicemail access, set a 4–10 digit PIN in Settings → Voicemail → Security.
Use 3–5 digit extensions to call teammates instantly, without dialing full numbers.
Open the dial pad and type the extension (e.g. 101). SoundLine routes the call internally at no charge.
While on a call, press Transfer and enter the extension number. Choose blind or warm (announced) transfer.
Call queues hold callers in line until an agent is available. Configure queue behavior, hold music, and overflow rules.
Go to Call Flows → Queues → New Queue. Name it (e.g. "Support Queue") and set the distribution strategy: Round Robin, Least Busy, or Fixed Order.
Select team members to join the queue. They can log in/out of queues using *45 from any SoundLine device.
If the queue is full or wait time exceeds a threshold, send callers to voicemail, a backup agent, or an external number.
A professional auto-attendant answers your calls 24/7 and routes callers to the right department automatically.
Go to Call Flows → Auto-Attendant → New Menu. The drag-and-drop canvas opens.
Record or upload an audio file: "Thank you for calling Acme Corp. Press 1 for Sales, 2 for Support…"
Drag "Key Press" blocks onto the canvas. Connect each to a destination: queue, extension, voicemail, or sub-menu.
Go to Numbers → select number → Call Handling → Auto-Attendant → select your new menu.
Automatically play different greetings and routing rules based on your business hours and holiday closures.
Go to Settings → Business Hours. Set open/close times for each day of the week and select your timezone.
Create custom closure dates with an "after-hours" message like "We are closed for the holiday. Please leave a message."
In your IVR or number settings, add a Time Condition block that routes between your business hours and after-hours flows.
For complex call routing, build nested IVR menus with conditional branches based on caller input, time, or CRM data.
Drag a Sub-Menu block onto the canvas and connect it to a key press. Then build a separate menu inside it.
Use "If/Else" blocks to route known customers (by CID) directly to their account manager, bypassing the main menu.
Use the built-in Call Flow Tester to simulate calls and step through each branch without using real phone minutes.
Your greeting is the first impression callers get. SoundLine offers three ways to set a greeting: record in-browser, phone recording, or AI text-to-speech.
Go to Audio Library → New Recording. Click the red record button and speak your greeting. Playback and re-record as needed.
Type your greeting script and choose from 12 voice personas. Preview and adjust speed/tone before saving.
Supported formats: MP3, WAV, OGG. Max file size: 10MB. SoundLine auto-converts to the optimal codec.
The SoundLine + Salesforce integration auto-logs every call, enables click-to-dial, and surfaces contact details on incoming calls.
Search "SoundLine" on Salesforce AppExchange. Click Get It Now and install for all users or selected profiles.
In SoundLine → Integrations → Salesforce, click Connect and log in with your Salesforce admin credentials.
Choose which Salesforce objects receive call logs (Leads, Contacts, Accounts). Map duration, outcome, and recording URL fields.
Sync SoundLine with HubSpot to log calls automatically, trigger workflows on call outcomes, and see contact details before you answer.
Search "SoundLine" in the HubSpot App Marketplace. Click Install App and authorize access.
In HubSpot → Settings → Calling → Call Providers, select SoundLine as your default provider.
In SoundLine → Integrations → HubSpot, enable "Log all calls to timeline" and set the default call disposition mapping.
Send real-time call activity updates — missed calls, voicemails, and queue stats — directly to your Slack channels.
Go to SoundLine → Integrations → Slack → Connect. Authorize access to your Slack workspace.
Select which events trigger Slack messages: missed calls, new voicemails, queue wait time alerts, or daily summary reports.
Route different event types to different channels (e.g. missed calls → #sales-alerts, voicemails → #support-team).
Use the SoundLine REST API to build custom integrations, automate workflows, and receive real-time call events via webhooks.
Go to Settings → Developers → API Keys → New Key. Set a name and expiry. Copy the key immediately — it won't be shown again.
Include your API key in the Authorization header of every request.
Authorization: Bearer YOUR_API_KEY
In Settings → Developers → Webhooks, add your HTTPS endpoint URL. Select which events to receive (call.started, call.ended, voicemail.created, etc.).
Control what each team member can see and do in SoundLine with role-based access control.
Admin: Full access. Manager: Can view analytics, listen to recordings, and manage agents. Agent: Can make/receive calls and view own stats only.
Create roles with granular permissions — e.g. "Supervisor" that can monitor live calls but cannot change billing settings.
Go to Team → Users → select a user → Edit → Role. Changes take effect immediately on next login.
Ring groups let a single call ring multiple team members simultaneously or in a specific order.
Go to Call Flows → Ring Groups → New Group. Name it (e.g. "Sales Team") and choose the ring strategy.
All at once: Everyone rings simultaneously. In order: Ring agent 1 for 15s, then agent 2, then agent 3. Round robin: Evenly distribute calls.
If nobody answers after N seconds, send to voicemail, another extension, or an overflow group.
Supervisors can listen to live calls, whisper coaching tips to agents, or join the call when needed.
Go to Analytics → Live Monitor to see all active calls across your team with duration and status.
Click the ear icon next to an active call. You can hear both parties but neither can hear you.
Click Whisper to speak only to the agent. The customer cannot hear you — perfect for real-time coaching.
Click Barge to join as a three-way call when immediate intervention is needed. All parties can now hear each other.
Assign, change, and organize extensions across your entire team from one central screen.
Go to Team → Extensions for a full directory. Extensions range from 100–9999 (3–4 digit).
Click any extension → Edit → reassign to a different user or unassign to make it available.
Your monthly invoice breaks down subscription costs, per-minute usage, add-ons, and any prorated charges.
Your flat monthly rate per user (e.g. Starter $14.99/user/month × 5 users = $74.95). Billed on the same date each month.
Outbound international calls and toll-free inbound minutes are billed per-minute beyond your plan's included allotment.
Go to Settings → Billing → Invoice History. Click any invoice to download a PDF or email it to your accounting team.
Change your SoundLine plan at any time. Upgrades take effect immediately; downgrades apply at the next billing cycle.
Click "Change Plan" to see all available tiers with feature comparisons.
Upgrades are prorated to the day. You'll see an exact charge preview before confirming.
Add, update, or remove credit cards and ACH bank accounts used for your SoundLine subscription.
Click "Add Payment Method." All payment data is processed securely via Stripe — SoundLine never stores card numbers.
Click the star icon next to your preferred card/bank account to make it the default for automatic charges.
Enterprise accounts can pay via ACH bank transfer. Contact support to enable net-30 invoicing.
Still need help?
Our support team is available Monday–Friday, 8am–8pm ET. Average response time: under 2 hours.