This is what your business line actually does. A rep's line rings that rep, in the app and on his cell in the same second; a line nobody owns rings the one person you picked to take those calls, and nobody else's phone goes off. The caller hears normal ringing the whole time. If nobody picks up, it plays your greeting, records the message, writes it out, files it on the customer and adds them to the callback list. It's set up the way a post-frame outfit actually works — reps in driveways, crews up on roofs, one person answering for each line.
Also called: call forwarding · ring my cell · call routing · who does the phone ring
A number you bought this morning already answers
An empty configuration is a working phone — voicemail on, a greeting built from your business name, every call written down. The first number this platform ever bought sat with nothing set on it and hung up on everyone who rang, so the defaults are now worked out at the moment of the call rather than at the moment somebody gets around to filling in a form.
The number goes on the truck door on Monday, nobody opens the settings until Thursday, and three days of callers hear a click.
The owner can paint the number on the truck the day he buys it and know no caller hits a dead line — and a caller who gets through is a job that doesn't go to the next builder. Defaults are worked out at the moment of the call, so a line nobody configured and a line whose settings were cleared behave the same way.
One call rings one person — in the app and on their cell at the same second
A rep's own line rings that rep: the screen he's signed into and his cell go off in the same second, not one after the other. A line with no owner rings the one teammate you picked to take those calls — and nobody else. The caller hears normal ringing the whole time, and if nobody picks up they get your greeting while the missed-call text back is already under way.
It rings the office for twenty seconds, then the owner's cell for twenty more, and the customer hangs up at forty and rings the next builder.
Reps answer faster when the phone in their hand is the one that's ringing, and nobody burns a minute grabbing a call that was never theirs — the customer gets the person who knows his job on the first try. App and cell ring together rather than in a hunt sequence, because a sequence makes the caller count rings while it works down a list.
A rep's own line rings that rep. A line nobody owns rings the one person you chose
An assigned line rings its holder — the customer who rings the number on his salesman's card gets his salesman. The shop's main number used to ring every admin, rep and project manager signed in at once; now a line that belongs to nobody rings one person, and each row in Phone Numbers says who in plain words. Pointing a line at somebody is done from the people you already keep — there is no second routing screen to keep in step with it.
A customer rings the mobile on his salesman's card, it lands on four screens, and somebody who has never read the file picks it up and asks what the job is.
The customer reaches the person who knows his building, and the rep keeps the customers he worked for — which is what brings a repeat buyer back to the same face. The assignment on the number is the rule, so there is nothing else to configure and nothing to drift.
Everyone else's phone stays quiet
Try itOne box at the top of Phone Numbers: Unassigned calls go to — pick the one person who answers them. Until somebody is picked it stays amber and says so: calls to a line nobody owns go to voicemail rather than ringing everyone. Crew leads up a ladder, reps with a customer across the table, the office in the middle of an invoice — none of them ring for a call that isn't theirs. Their phone for the job is the field link, not the sales line.
Framing crew is up a ladder and every phone in the company lights up because a homeowner rang about a quote.
A crew lead on a roof and a rep in a customer's kitchen both work better when their phone only rings for them — and one named person answering the main line means the caller always reaches somebody who expects the call. Choosing nobody is allowed and says what happens, because a silent default is how a line ends up ringing the whole company.
A key press is what counts as answered — so a voicemail greeting can't take your lead
When a call forwards to a cell, whoever picks up hears one short line — "Ridgeline Post Frame call. Press any key." A person presses. A voicemail greeting never does, so the call is recorded as missed, the thread reads "it rang through to a personal voicemail, so no one on the team heard it", and the caller is taken to your voicemail instead of somebody's personal mailbox. Answer and realise you can't take it? Hang up — the caller hears your greeting, not a dial tone. Answering in the app needs no key at all. What happens after the miss is on Missed-Call Text Back.
The week's report says twelve calls answered, and four of them were answered by a switched-off phone's voicemail greeting.
The owner's reports finally match reality — 'answered' means a person talked to the customer — and no lead's message sits in a rep's personal mailbox while everyone thinks it was handled. The caller hears ringing throughout; only the person answering hears the prompt, and a declined call falls through to the business greeting instead of a dead line.
Three plain questions per line: who it rings, for how long, and what happens if nobody answers
Try itPick who it rings out of your team list and their own number fills itself in — you do not have to know a crew lead's cell by heart. Ring time is ten to fifty-five seconds, voicemail and the missed-call text are switches with their own wording, and changes take effect on the very next call, with nothing re-provisioned. Somebody with no number on file is named as such, rather than looking identical to everyone else and quietly routing nowhere.
You add the crew lead from the list, his number was never filled in, and the line saves a forward that rings absolutely nothing.
The owner sets a line up in a minute without phoning round for cell numbers, and a line never looks finished when it isn't — so no customer finds the gap first. Picking a person copies their number in rather than pointing at their profile, so an edit to their account months later can't silently re-route a line somebody set on purpose.
Nobody answers, and a text goes back from the number they dialled
A missed call from a homeowner is the most expensive thing that happens in a day, and most of them ring the next builder in the search results rather than trying you twice. Per line you decide whether a miss texts back: it stays off until you switch it on, the wording is yours to write, and it goes out from the number they dialled, so their reply lands with whoever owns that line. What that text says, how quickly it leaves and why three calls in ten minutes only earn one of them is set out on Missed-Call Text Back.
They rang at 7:40 on a Saturday, heard a beep, and hired the builder who said something back before Monday.
A homeowner who hears nothing back calls someone else; a quick word from the number he just rang keeps him yours. It's a per-line switch, off by default, because texting from a line the carriers haven't cleared does a builder no good — texting approval stays its own step, and a text the carrier turns away is marked in the thread rather than looking sent.
Voicemail arrives in the conversation as words, not as a message to go and check
An unanswered call records, writes itself out, and posts both the audio and the words into that customer's thread. You read what they said in three seconds instead of playing six messages to find the one that mattered — and it never sits in a carrier mailbox nobody checks.
Six messages in a carrier mailbox behind a PIN nobody remembers, and the one about the 40x60 is the fourth.
A rep reads what the caller said in three seconds and rings back already knowing the job — no mailbox, no PIN, no sixth message nobody plays. Transcription caps a message at two minutes on purpose; the row lands the moment the recording does and the words are added when they arrive, so it's in the thread first and readable second.
On the call, the phone gets out of the way of the file you just opened
Answered in the browser, the dock shrinks to a bar the moment you jump to the caller's record — you keep hang-up and mute and lose nothing you were reading. Who you are talking to is matched against their contact record before you say hello, so the name is on screen rather than ten digits. What the ringing screen itself does — the banner, answering from whatever page you were on, what Silence does to the caller — is on the phone built in.
You are on with a customer asking about his draw schedule and the dialer is parked over the exact panel that answers him.
A rep on the phone with a customer needs the file in front of him, not the dialer — the answer to 'what's my draw schedule' gets given while the customer is still on the line. Going somewhere from the phone means you want to look at that place, so the phone shrinks to the compact bar and keeps hang-up and mute in reach.
Record the calls that come in, and decide separately about the ones you make
Two switches, because they are two different situations. Somebody who dials your business chose to call it. Somebody you ring did not. Where both parties have to agree, theirs is the consent that matters — so the announcement plays to them. Finished recordings land on the customer's record beside the call, which is exactly where anyone looks when there is a disagreement about what was agreed.
Six months on the customer says the porch was in the price, you know it was not, and the only record is two people remembering.
When a customer says the porch was in the price, the owner plays the call instead of arguing about memories — a disagreement settled in a minute, and a relationship kept. The announcement plays to the person on the other end, because a warning only the builder hears isn't a warning; inbound and outbound are separate switches because the caller and the person you rang gave different consent.
Every outcome is written twice
Answered, busy, no answer, voicemail, machine — each one lands on the call row and as a plain sentence in the customer's history. Nothing about a call exists only in a carrier's dashboard, and a call that came in while you were out reads the same as one you took.
Somebody rings a lead who has already been spoken to twice that morning, because nothing on the file says either call happened.
Nobody rings a lead who was already spoken to twice that morning — the history shows every call before the next one is made, which keeps the customer from feeling chased. The call row feeds the reports and the time-to-callback clock; the sentence is what a person reads, and a thread write that fails is marked failed rather than quietly losing the call.
The number you ring out on is the number they ring back
Dial from the browser and your business line is the caller ID — not whatever handset happened to be nearest — so the callback comes back to a line the office watches instead of one man's pocket. The result is written into the thread as well: answered and for how long, busy, or no answer. An answered outbound call moves the lead to Contacted on the sales board; a busy signal moves nothing.
The rep rings from his own mobile, the customer saves that number, and every question about the build for the next eight months goes to a phone nobody else can see.
The customer saves the business number, not one rep's cell, so the next eight months of questions about the build come back to a line the office can see — and the owner keeps the customer if the rep moves on. An answered call moves the lead to Contacted; a dial alone doesn't, because a stage that advances on a dial is a stage that lies inside a week.
- 1Someone rings your number. A rep's own line rings that rep — in the app and on his cell at the same second.
- 2A line nobody owns rings the one person you chose to take those calls. Nobody chosen? It goes to voicemail instead of ringing everyone.
- 3It rings for as long as you set — ten to fifty-five seconds.
- 4Answer on a cell and you press a key first, so a voicemail greeting can never 'take' the call.
- 5Nobody answers? Your greeting plays and it records — the message is written out, filed on the customer, and they land on your callback list.
- 6A text goes out to the caller from the number they dialled if you switched that on for the line.
- 7Every outcome is written twice — to the call log, and as a sentence in the customer's thread.
A brand-new number would text perfectly and hang up on anyone who rang it, because nothing had been set up to answer. The very first number ever bought here sat in exactly that state, and a builder does not find that out from a screen — he finds out weeks later, when a customer mentions they tried to ring. Now an unconfigured number still behaves like a working phone. The next problem was the opposite one: a call to the shop's main number rang every admin, rep and project manager signed in, all at once — ten phones for one homeowner, and a crew lead's going off on a roof. So one call rings one person, and a voicemail greeting on somebody's cell no longer counts as answering it.
- A purchased number with no call handling
- Calls dead-ending with no voicemail and no record
- Missed calls leaving no trace anywhere
- One call ringing every phone on the account
- Personal voicemail greetings counted as answered calls
Call settings, in plain questions
One screen per phone line. Pick up to six people it rings, straight out of your team list. Set how long it rings. Turn voicemail on and write the greeting. Turn on the missed-call text and write its wording. Decide about recording calls in and recording calls out — separately. And whether it rings inside the software too.
A rep's line rings that rep, not the whole office
Ringing follows who owns the line. An assigned line rings its holder's screen and nobody else's. The main business number — the one the automatic messages go out from — rings every admin, sales and project person signed in. Crew screens never ring for sales calls.
Calls ring at your desk, not only in your pocket
A switch on each line, on to start with. Everybody signed in rings at the same time as the cells. First to answer wins. If nobody is signed in, it costs nothing — the cells still ring. And if there is nobody signed in and no cell either, the caller gets voicemail rather than silence.
A call that rings out to a personal voicemail counts as missed
When a forwarded call is picked up by the crew lead's own carrier voicemail, the phone company reports it as a completed call. That gets caught. The record says "it rang through to a personal voicemail, so no one on the team heard it" — and it raises a callback and fires the text back, like any other miss.
Voicemail you can read in the conversation
Voicemail is on from the start, with a greeting built from your business name — or write your own. The message is recorded, written out in words, and dropped into the customer's conversation. It also counts as a miss with a message attached, so it shows on your callback list.
Automatic text back on a missed call
A switch on each line, off to start with. When a call is not answered, a text goes back to the caller straight away. It says "Sorry we missed your call — text us here and we'll get right back to you" until you write something better.
Call recording, in and out decided separately
Two switches on each line. Recording calls that come in announces itself to whoever dialled you. Recording calls you place is its own decision, and its announcement plays to the person you rang — not to you — because where both parties have to agree, theirs is the consent that matters. Finished recordings land on the customer's record beside the call.
Recordings and texted photos play right here
Audio and photos stream through the platform itself, so they open in the thread. Nothing hands you off to a sign-in page for somebody else's website.