Getting Started/Setup

Connecting Landline Number / Configuring Extensions

With Hearsay Relate, you can connect and send text messages on behalf of your landline phone number. To get started:

  1. Log into the Web UI of Hearsay Relate
  2. Click Connect Landline when prompted
  3. Enter in your landline number
    • Note: If you are prompted with alert, stating your number is ineligible, your landline most likely is not text-enabled.
    • To resolve this, please contact your service provider and request that the underlying carrier of your landline number is updated from Bandwidth to Level 3. The latter is a text-enabled carrier that allows landline numbers to send and receive text messages. For assistance, please reach out to our customer support team.
  4. Hearsay Relate will call your landline number and provide a 3-digit number.
  5. Enter the 3-digit number into Hearsay Relate, proving you have physical ownership of your landline number. Within 60 minutes, your Hearsay Relate number will be fully synced with your landline, and you'll be able to begin sending text messages on behalf of the number.

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Configuring Landline Extensions

Hearsay Relate allows calls to be forwarded to office landlines.

If your office has an extension system, you can enter your extension into the Extension field to ensure the pin validation goes to the right phone line. Most phone systems have one of two options for entering an extension:

  1. The phone system allows for the extension to be entered right away. This type of system usually says, “If you know your party’s extension, please enter it now.” In this situation, you can enter your extension digits into the Extension field. The characters # and * are allowed here.

 

Example:

Your extension is 234 followed by #. You would enter 234# into the extension field.

  1. The phone system has a menu to navigate to the extension line. This is more complicated and we recommend calling your own extension to time the seconds between each step. You will need to enter “w” to represent the pause time between each extension digit to make sure the call goes to the correct destination. Each “w” represents a 0.5 second pause.

 

Example:

Your system has a series of steps to reach your extension line.

Step 1: Thank you for calling Financial Services, INC. If you are trying to reach 401k plans, press 1. If you’re trying to reach whole life insurance, press 2. (Approx. 11 seconds)

You want to reach 401k plans. Since this message takes 11 seconds, you need 22 “w”s before the next digit. This looks like: wwwwwwwwwwwwwwwwwwwwww1

Step 2: Welcome to 401k plans. For John Smith, press 3. For Jane Doe, press 4. (Approx. 8 seconds)

To reach Jane Doe, you need to wait 8 seconds and press 4. This looks like: wwwwwwwwwwwwwwww4

For the inbound call handling to direct the call to your extension, you will need to combine the extensions from steps 1 and 2. The combined extension you will enter into this field is: wwwwwwwwwwwwwwwwwwwwww1wwwwwwwwwwwwwwww4

This means the system will wait 11 seconds before entering the first number and then wait 8 more seconds before entering the second number.

 

Here are some things to remember:

  • Use numbers and the characters * and # for extensions 
  • Use “w” to signify a pause of 0.5 seconds between extension steps
  • If your extension allows entering your extension immediately, place your validation code directly in the extension field 
  • The “w”s need to be used if your extension system needs to pause through navigating the process