Frequently Asked Questions

Here you can find answers regarding various aspects of our service.

How do I check Voicemail Messages?

Here's how to check your voicemail messages...

  1. Dial your assigned Apartment Lines number.
    (This is your Apartment Lines forwarding number)

  2. Interrupt the greeting by pressing the * key.
  3. Enter your passcode. You will then be prompted on how to play your messsages.
  4. Delete your messages when you are done with them (you will be prompted).
  5. When you are finished, press the 9 key before hanging up.

Note: Apartment Lines operates a few alternate voicemail systems with different procedures not covered here. If you have any trouble checking your messages, please contact us.

How do I receive Emergency Messages?

Emergency Operators will always attempt to dispatch to a live person to verify the message was delivered. If the operator can not reach your staff and leaves a message on an answering device, it is imperative that your staff return the call to complete the dispatch process.

If you have on-call pagers, a return number will appear on the display if the operator is trying to reach you. If the operator tries to reach you on a home phone or cell phone and gets voicemail or an answering machine, the operator will record a return number for you to call back on.

If you need to reach an operator and don't know the operator number, call your forwarded office line (or the number you call-forward to) and follow the recorded instructions on reaching an Emergency Operator. Operators will handle calls based on the most recent updates you have submitted.

How do I Record Voicemail Greetings?

Voicemail greetings are recorded for you when service is initiated. If you wish, you may re-record the greeting(s) in your own voice.

Apartment Lines provides three general categories of service. For instructions on changing your greeting, please select the type of service you have from the list below.

If you have any trouble changing your greeting, or are not sure which type of service you have, please contact us.

Voicemail Greetings - Basic Service

If you are using CALL TRANSFER SERVICE, your voicemail is set-up with 2 greetings:

'Greeting 0' is the primary greeting that callers first hear (every caller hears this greeting)
'Greeting 1' is the general mailbox greeting (callers who press '1' to leave a voicemail message hear this greeting)
Use the following procedure to re-record the greetings in your own voice:

  1. Dial your Apartment Lines voicemail number.

  2. When you hear the greeting start, press the '*' key.
  3. Enter your passcode.
  4. Press 8 for user options and follow the audible prompts, which will be...
    1. Press 1 for personal greeting.

    2. Press 3 to select the greeting number you wish to change (Greeting 0 or 1).
    3. After selecting the greeting number, press 2 to change that greeting and record a new one.

      If You Are Recording Greeting 0, use this script (optional Courtesy Officer text is in brackets):
      "Thank you for calling (name of apartment community).
      If this is a police, fire or medical emergency, hang up and dial 911.
      We are unable to answer your call at this time. Please press 1 at any time to leave a voicemail message for the office, and your call will be addressed within one business day.
      If you have a maintenance emergency needing immediate attention [or you need a
      courtesy officer]      , instructions will follow. Please note that operators will not process non-emergency maintenance requests. Press 2 for an emergency operator, otherwise press 1 to leave a message."

      If You Are Recording Greeting 1, use this script:
      "Please leave your name, phone number and a message after the tone. If you are a resident, please include your apartment number."

      Note: Please feel free to customize the greetings by adding office hours, etc--we only ask that you also include all of the the information above for greeting 0, as it is necessary for proper call routing.

    4. Press 9 when finished recording, to save the greeting.
    5. Press 3 to select the next greeting number you wish to change (Greeting 0, or 1) and continue as above until you have completed both greetings.
  5. When you are finish with the greetings, press 9 to exit the menu, then keep pressing 9 until it tells you goodbye.

Note: Apartment Lines operates a few alternate voicemail systems with different procedures not covered here. If you have any trouble changing your greeting, please contact us.

Voicemail Greetings - Basic Service With Extra Options

If you are using BASIC SERVICE WITH EXTRA OPTIONS, your voicemail greetings and menu have been highly customized and you will need to contact us for special instructions.

How do I Set-Up a New Account?

  1. Determine which features you want included in your new answering service. Access to live emergency operators is always included, but extra options streamline your service. View the attachment below entitled "Price/Information Sheet" to determine if you want any of these extra options.
  2. If you have additional needs not covered in the attachment, we may be able to accommodate you. Please contact us about additional options not listed.
  3. If you are currently using an answering service, you might be obligated to provide them with a written 30 day notice of cancellation. If you need any assistance with this, contact us.
  4. Download and complete the attachment entitled "Set-Up Forms" and fax to Apartment Lines.
    Upon receipt of your completed set-up forms, an Apartment Lines representative will contact you and complete the set-up process.

  5. An invoice will be mailed to you within 2 weeks of service initiation. Subsequent invoices will be mailed 30 days in advance to allow you extra processing time.

How do I update Emergency Procedures?

Update your emergency procedures whenever contact information changes (pagers, staff, on-call rotation, etc.).

The preferred way to view and update this information is by logging in to http://customer.apartmentlines.com. If you have not yet registered for a log-in account, go to http://customer.apartmentlines.com/register and complete the registration form. Within 24 hours you will receive an approval by email, letting you log-in to your account.

Same day changes should be submitted by 3 p.m. CST. Alternatively, you may submit updates by:

Below is an Employee Update Form you can use for faxing changes to your emergency contact information.

How Do I Use Call-Forwarding?

There are two major kinds of call-forwarding:

  1. Standard Call-Forwarding
    a.k.a. Manual Call-Forwarding
    If you have the Standard Call-Forwarding feature from your telephone company, you may forward your phone to the answering service by dialing 72# (AT&T Users) or *72 (Verizon Users) followed by your assigned answering service number. To disable call-forwarding, dial 73# (AT&T Users) or *73 (Verizon Users).

  2. Automatic Call-Forwarding
    a.k.a. Fixed Call-Forwarding, Call-Forward No-Answer
    If you have the Automatic Call-Forwarding feature from your telephone company, you will need to contact a telephone company representative to configure your phones to forward to your assigned answering service number, and configure the number of rings before the phone is forwarded.
    Note: While automatic call-forwarding is convenient, it is also much less flexible. Apartment Lines recommends that all customers using Automatic Call-Forwarding also obtain Standard Call-Forwarding on their phones.

    How do I order Call-Forwarding

    To order Call-Forwarding, you must call the telephone company that provides your local phone service. Normally, you will need a copy of your phone bill when you call in order to answer questions that prove you are authorized to make changes to your phone account.

    If you are ordering the automatic Call-Forwarding feature, you will also need to have your assigned Apartment Lines number on hand--this will be the destination number they will use for automatic Call-Forwarding. If you would like Apartment Lines to assist you with setting up Call-Forwarding, please contact us.

Vendor FAQ's - How can I become a Vendor for Apartment Lines?

Information for our vendors

How can I initiate a Vendor Contract?

Apartment Lines utilizes outside contractors to provide some services. If your company would like to find out more about providing services to Apartment Lines, please contact us.

Companies providing live operator services can expect to sign a temporary Trial Period Agreement for the first 60 days of service provided. At the end of the Trial Period, if both parties are satisfied with the arrangement, a Long Term Contract will be signed. Please contact us to arrange an interview.

How can I receive Client Updates?

Apartment Lines maintains a database with updated Client contact information for Live Operator providers. However, it is inevitable that some clients will forget to update contact information or will call updates directly to emergency operators.

  • If you are aware that you need updated information on a client, please contact us. An Apartment Lines representative will update you with new information as quickly as possible.
  • If you have received an update directly from a client, please contact us by email, fax or phone so we may update our database.
  • Apartment Lines database access is available on-line to Live Operator service providers. To learn how to look-up client information directly from the Apartment Lines database, please contact us for instructions.