User guides

From channels to calls, learn how lynes works from top to bottom

Basics

Connect calls

Learn how to connect calls using direct or in-app notification technology.

Breakout window

Splittable windows give you control and overview of the app's functions directly on your desktop.

Share a conversation

Easily share conversations via chat or SMS in the app.

Change activity status

Easily change your activity status on computer or mobile and add notes.

Make a call

Easily make calls through the app to colleagues and contacts with smart call management.

Send SMS from client

Send SMS easily from your computer or mobile with customized settings.

Status colors in the app

Understand the difference between activity status and status colors in the app.

Transcription 101

Enable transcription of voice messages for easy management and searching.

Turn off your voicemail

Here's how to turn off your voicemail easily by adjusting the settings.

Forward your number

Learn how to forward your number easily and effectively.

Sync local contacts to the app

Sync local contacts to the app easily via the settings.

VIP & Blocked numbers

Manage VIP numbers and blocked calls easily to filter incoming calls.

Internal calls in busy activity status

Handle incoming calls even when you are "Super-busy" to reach colleagues.

Hotkeys

The app has shortcuts that allow you to navigate and act faster.

Manage opening hours

Set opening and closing times in response groups or IVR, directly in the app or on your computer.

App structure

This is how you create teams, channels and roles in the correct order for a simpler and clearer structure.

Listen to your voicemail

This is how you listen to your voicemail – via the app with Mex or by calling 144.

Create a contact

Create a new contact in the app via the menu or call log - quickly and easily.

Number lookup as a notification

Get information about incoming calls directly in the notification, even if the number is not saved.

Advanced contact list

Get a better overview with the advanced contact list – sort, group and choose what to display.

Personal settings

Chat

Learn to manage chat settings and customize your messages easily.

App settings

Manage app settings for personalization and functionality.

Audio & Video Devices

Guide to setting up audio and video devices in personal settings.

My account

Learn how to manage your account and personal settings easily.

Integrations

Integrate apps to simplify your workday with free and easy-to-use tools.

Activity status

Create and manage activity statuses for personal settings.

Calendar integration with Microsoft Teams and Google Workspace

Integrate Microsoft Teams and Google Workspace for automated activity status.

Contact settings

Step-by-step guide to setting up contact settings in the app.

Appearance

Customize the look of the app with themes, languages, and experimental features.

Email settings

Guide for setting up email accounts and customizing the app.

Calendar settings

Settings to customize your calendar in the app.

Notices

Easily adjust your notifications and settings for a better user experience.

Telephone & Conference

Set up and manage phone and conference settings easily.

Broken call windows for telephony

Manage phone calls separately with split windows for better overview and multitasking.

Meetings & Conference

Create an ad-hoc meeting

Quickly create ad-hoc meetings directly in chat or channel.

Conference 101

A user guide for managing meetings and conferences with effective settings.

Create and schedule a meeting

A guide to easily creating and scheduling video meetings and conferences.

Telephone & video meetings

Connect and book conferences easily via the app, browser or phone.

Switch to a conference call (Three-way call)

Easily switch to conference calls via computer or mobile without participant restrictions.

Install and activate Outlook add-ins

Install and activate Outlook add-ins to easily book conferences.

Answer groups & IVR

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Response groups 101

Learn the basics of response groups: roles, dashboard, agents, supervisors, and call handling.

IVR (button selection menus) 101

Create interactive voice response (IVR) menus so callers can select the correct department directly via phone keys.

Analytics Reports

Gain insights into call flows and streamline operations with the analytics service.

Analytics Explore

Analyze ring flows and response groups with Analytics. Choose metrics, adjust thresholds, and export data.

Agent response group settings

Agent guide: set availability, select device for calls, and manage activity status.

Response group settings for a supervisor

Supervisor Guide: Manage agent groups, ring strategies, schedules, and call flows in response groups.

Response group settings for users with telephony system permission

Complete guide to response group settings: agents, AI, calls, callback, CI and case management.

Input collector

Create an Input collector for efficient data collection via telephony systems.

Metrics 101

Explanation of all metrics in response groups: service level, wait time, talk time, bounces, and graph.

Callback

Let callers choose callback instead of queuing. Automatic or manual callback with SMS confirmation.

Follow-up via call history

Follow up on missed calls via call history. Mark as followed up, add comments and send SMS.

To-do function in response groups

Manage and follow up on missed calls, voicemails, and callbacks in the To Do list.

AI

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1. Enable AI Agents

Enable AI roles to purchase and use AI services effectively.

2. Create a knowledge base

Create a knowledge base to streamline AI responses with FAQs and relevant information.

3. Create an AI agent

Create and activate an AI agent to automate calls and chats.

4. AI-Telephonist

Automate incoming calls with an AI operator who connects and answers.

4. AI support agent

Activate and configure an AI support agent to efficiently handle customer cases.

4. Personal AI Telephonist

Handle incoming calls with a personal AI operator who adapts to your needs.

AI Licenses & Usage

Understand AI agent licenses and usage with detailed statistics and overview.

Conversation Intelligence 101

Discover how Conversation Intelligence automatically records, transcribes, and analyzes conversations.

Try Conversation Intelligence

Try Conversation Intelligence for free to transcribe and analyze conversations.

Contact Center

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Contact Center 101

Simplify customer management with Contact Center's integrated solutions and automatic ticket generation.

From customer inquiry to case in Contact Center

Learn how customer cases are created and managed in Contact Center.

Case management in Contact Center

Manage all cases from phone, email and chat. Filter, assign, monitor and collaborate easily.

Understanding case statuses in Contact Center

Understand case statuses in Contact Center for efficient handling of customer cases.

Contact Center settings for a supervisor

Supervisor guide: manage agents, channels, and settings in Contact Center.

Create a web widget

Create and configure web widgets with chat, callback, and email for your website.

Create a web chat

Create and manage web chats to automatically generate cases in Contact Center.

Connect channels to Contact Center

Connect response groups, email, and web chat to Contact Center for case management.

Create an email channel in Contact Center

Create an email channel in Contact Center to handle incoming emails efficiently.

Create an email address in Contact Center

Create and link email addresses to Contact Center for case management.

Contact Center Archives

Search and filter closed cases in Contact Center for efficient follow-up.

Manage contacts in Contact Center

Add, import, share, and manage contacts in Contact Center.

Call log

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Call log 101

A guide to using the call log and its features in switch packages.

Archive calls in the call log

Archive single or multiple calls. Archived calls are never deleted, they are just hidden from search.

Full search & playback permissions

Give users full search and playback permissions in call logs.

The statistics overview in the call log

Gain insights into call logs with the statistics dashboard and agent results.

Search and filter the call log

Search the call log by date, type, response group, and user. Requires Unlimited or Light+Analytics.

Share call log and call recordings

Guide to sharing call logs and recordings with colleagues via chat or SMS.

Call details

Function to show the entire call path in the call log.

Organisation settings

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Insights

Gain insights on how to connect and manage integrations with Insights.

Business account

Easily manage and edit your company's account settings and user licenses.

Shared contacts

Guide to creating and sharing contact groups in your organization.

Telephony system

Guide to managing telephony systems and response groups effectively.

Users and teams

Manage users and teams easily with these step-by-step instructions.

Permissions 101

Control user rights and roles with organizational settings.

Guests

Manage guest users free of charge in your communication environment.

Wallboard

Create and manage Wallboards to display user data on external screens.

Broker integration

Broker integration connects broker systems for advanced caller ID.

Chat

Create a channel

Learn how to create channels in the app for effective communication.

Create a team

Learn how to create and manage teams in the chat application.

Share files

Share files easily in the app via drag and drop or menu selection.

Emoji settings

Customize your emoji settings for quick reactions and skin tone in chat.

Add a person to a chat channel

Learn how to add people and guests to a chat channel.

What is a live chat?

Learn about live chat, how to open and schedule messages easily.

Schedule a message

Schedule messages in the chat for efficient communication.

Share a chat message

Easily share chat messages in direct chats or channels.

Avancerat för administratörer

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Delete a user

Delete users and all data permanently, with options for immediate or scheduled deletion.

Enter ID

Synchronize users with Microsoft Entra ID for easier task and group management.

Zones for System SMS

Control SMS zones for different countries and users in System SMS settings.

MSI package

MSI installation packages for users and administrators with different installation options.

In-app licenses

Explore our flexible switch packages and user licenses for efficient communication solutions.

Integrate an answering service

Integrate an answering service for real-time information about line and activity status.

Cost centers 101

Learn to manage cost centers for better invoicing and internal cost allocation.

Edit a colleague's personal settings

Learn how to edit a colleague's personal settings easily and efficiently.

Supersearch

Effective search function to find users, numbers and response groups in the app.

Operator-specific information

Guide to creating and managing operators for Telenor and Tre.

Create/change operator

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Edit a user

Learn how to edit users with step-by-step instructions and permission requirements.