Customer tutorials

Here you can find tutorial covering various aspects of your service.

Setting 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.
  2. Click on the "Set up forms" and "Settings checksheet" links below to download the forms.
  3. If you have additional needs not covered in the features list, we may be able to accommodate you. Please contact us about additional options not listed.
  4. Fax the completed forms to Apartment Lines. Upon receipt of your completed set up forms, an Apartment Lines representative will contact you and complete the set up process.

Some things to keep in mind as you're starting service:

Web portal tour

Apartment Lines has a full-featured web portal that allows you to view and edit all important account information online, including emergency contacts, emergency instructions for operators and on-call schedules.

Use the links below to learn more about using our web portal.

Account control panel

After logging in and clicking the link for your complex, you'll be taken to the account control panel. This is an overview page that provides a quick summary of all the important information for the account.

You can edit data from this page by clicking on the pencil icon, or delete information by clicking on the 'red X' icon.

Editing a contact

Add, remove and reorder contact numbers.

Editing an emergency situation

Edit the contact procedure for an emergency situation, selecting between pre-defined, often-used calling procedures, or a custom-defined procedure.

Editing the on-call calendar

Create and edit on-call schedules for multiple rotating on-call staff for up to three months.

Access to operator recordings

Listen to emergency calls that were connected to one of our operators.

Voice messages and greetings

Apartment Lines' custom-built voicemail system leverages cutting-edge VoIP technologies to offer a robust messaging experience. Use the links below to learn more about how to get the most out of your voicemail.

How do I check voicemail messages?

Voicemail messages can be delivered to your email as sound file attachments, or they can be retrieved by phone.
Here's how to retrieve your voicemail messages by phone...

  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, followed by the # key. 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 # key before hanging up.

Note: If you receive your voicemail messages by email, telephone retrieval may or may not be enabled. If you have any trouble checking your messages or want us to change your settings, please contact us.

How do I record voicemail greetings?

Voicemail greetings are recorded for you when service is initiated. If you wish, you may record a new greeting in your own voice.

Apartment Lines provides two 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

Your voicemail is set-up for you with one Main Greeting that is already recorded (the greeting callers first hear when reaching the answering service). You can record your own Main Greeting to replace the original greeting:

'Main Greeting 0' is the Main Greeting that is recorded for you when you begin service
'Main Greeting 1' is the Main Greeting you can record yourself if you wish to replace 'Main Greeting 0'
Use the following procedure to re-record the main greeting 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, followed by the # key.
  4. Press 3 for Main Greetings and follow the audible prompts, which will be...
    1. Press 1 to record a new Main Greeting. When you finish recording, press #.

    2. To listen to your recording, press 3 (listen to greetings), then press 1 (for greeting number)
    3. If you are satisfied with your recording, go to step 4. If you are not satisfied, press 1 to record the greeting over again; when finished recording, press #. Repeat until you are satisfied, then go to step 4.

      If you are recording 'Main Greeting 1', use this script (optional Courtesy Officer text is in brackets):
      "Thank you for calling (name of apartment community).
      We are unable to answer your call at this time. If this is a police, fire or medical emergency, please hang up and dial 911.
      To leave a message for the office, please press 1 and your call will be addressed during business hours.
      If you have a maintenance emergency needing immediate attention [or you need a
      courtesy officer]      , please press 3 for an emergency operator."

      Note: Please feel free to customize the greetings by adding office hours, etc--we only ask that you also include all of the information above for 'Main Greeting 1', as it is necessary for proper call routing.

    4. Press 4 to select your new Main Greeting. When asked for the Main Greeting number, press 1.
  5. The new greeting you recorded is now the Main Greeting your callers will hear. You can now hang up.

Note: If you need further assistance with changing your greeting, please contact us.

Voicemail greetings - Basic service with extra options

If you are using BASIC SERVICE WITH EXTRA OPTIONS, please select from the choices listed. If you have further questions or you have an extra option that is not covered here, please contact us for special instructions.

Voicemail greeting with information recording

Information Recordings allow your callers to access additional information about your property at the touch of a key. You can have up to 3 Information Recordings. They can include property and leasing details, directions to your leasing office, office hours, snow plowing reports, etc.

If you are adding an Information Recording, you will also need to record a new Main Greeting that informs callers how to access that recording. Your voicemail is set-up for you with one Main Greeting that is already recorded (the greeting callers first hear when reaching the answering service).

  • 'Main Greeting 0' is the Main Greeting that is recorded for you when you begin service
  • 'Main Greeting 1' is the Main Greeting you can record yourself if you wish to replace 'Main Greeting 0'
    Here are instructions on how to replace the original greeting, and add an Information Recording:

    TO RECORD YOUR NEW MAIN GREETING:

    1. Dial your Apartment Lines voicemail number.

    2. When you hear the greeting start, press the '*' key.
    3. Enter your passcode, followed by the # key.
    4. Press 3 for Main Greetings and follow the audible prompts, which will be...
      1. Press 1 to record a new Main Greeting. When you finish recording, press #.

      2. To listen to your recording, press 3 (listen to greetings), then press 1 (for greeting number)
      3. If you are satisfied with your recording, go to step 4. If you are not satisfied, press 1 to record the greeting over again; when finished recording, press #. Repeat until you are satisfied, then go to step 4.

        If you are recording 'Main Greeting 1', use this script (optional Courtesy Officer text is in brackets):
        "Thank you for calling (name of apartment community).
        We are unable to answer your call at this time. If this is a police, fire or medical emergency, please hang up and dial 911.
        To leave a message for the office, please press 1 and your call will be addressed during business hours.
        For property and leasing information, please press 4.
        If you have a maintenance emergency needing immediate attention [or you need a courtesy officer], please press 3 for an emergency operator."

        Note: Please feel free to customize the greetings by adding office hours, etc--we only ask that you also include all of the information above for 'Main Greeting 1', as it is necessary for proper call routing.

      4. Press 4 to select your new Main Greeting. When asked for the Main Greeting number, press 1.
    5. The new greeting you recorded is now the Main Greeting your callers will hear. You can now hang up.

    TO RECORD AN INFORMATION RECORDING:

    1. Dial your Apartment Lines voicemail number.

    2. When you hear the greeting start, press the '*' key.
    3. Enter your passcode, followed by the # key.
    4. Press 5 for Information Recordings and follow the audible prompts, which will be...
      1. Press 1 to record a new Information Recording. Press 4 when asked for the number of the Information Recording. Record your 'Information Recording” at the tone; at the end of your recording allow about 1 second of silence, then press # to finish.

      2. To listen to your recording, press 2 (listen to an existing Information Recording), then press 4 (for Information Recording number)
      3. If you are satisfied with your recording, hang up. If you are not satisfied, press 1 to record over again; when finished recording, press #, then repeat steps 2 & 3. Repeat steps 1-3 until you are satisfied, then hang up.

        Here is a sample script for an information recording:
        "Marvin Gardens is leasing spacious 1,2 and 3 bedroom apartment homes with amenities that include large walk-in closets, patios or balconies, ceiling fans, washer and dryer, extra storage and covered parking. Our beautiful community is located in the rolling hills of Lancaster County, 3 miles south of Oakland Mall on Jefferson Blvd, just East of Oakland Highway. You may view photos and floorplans at www.marvingardensapartments.com. You can make arrangements to view an apartment by leaving a message, or you may stop into our office Monday-Friday between 9am - 6pm, or Saturday between 10am - 5pm."

    • Voicemail greetings with Spanish menu

    Your voicemail is set-up for you with one Main English Greeting and one Main Spanish greeting that are already recorded (the greetings callers first hear when reaching the answering service). You can record your own Main English and Main Spanish Greetings to replace the original greetings:

    'English Main Greeting 0' and 'Spanish Main Greeting 0' are the Main Greetings that are recorded for you when you begin service
    'English Main Greeting 1' and 'Spanish Main Greeting 1' are the Main Greetings you can record yourself if you wish to replace the original Main Greetings.
    Use the following procedure to re-record the main greetings in your own voice:

    1. Dial your Apartment Lines voicemail number.

    2. When you hear the existing Main Greeting start, press the '*' key.
    3. Enter your passcode, followed by the # key.
    4. Press 3 for Main Greetings and follow the audible prompts, which will be...
      1. Press 1 to record a new English Main Greeting (SEE SCRIPT BELOW). When you finish recording, press #.

      2. To listen to your recording, press 3 (listen to greetings), then press 1 (for greeting number)
      3. If you are satisfied with your recording, go to step 4. If you are not satisfied, press 1 to record the greeting over again; when finished recording, press #. Repeat steps 1 & 2 until you are satisfied, then go to step 4.
      4. Press 5 for Spanish Greetings and follow the audible prompts, which will be...
      5. Press 1 to record a new Spanish Main Greeting (SEE SCRIPT BELOW). When you finish recording, press #.
      6. To listen to your recording, press 3 (listen to greetings), then press 1 (for greeting number)
      7. If you are satisfied with your recording, go to step 8. If you are not satisfied, press 1 to record the greeting over again; when finished recording, press #. Repeat steps 5 & 6 until you are satisfied, then go to step 8.
      8. Press 4 to select your new Main Greetings. When asked for the Main Greeting number, press 1.
    5. The new greetings you recorded are now the Main Greetings your callers will hear. You can now hang up.

    SCRIPTS FOR MAIN GREETINGS:
    English Main Greeting 1 (optional Courtesy Officer text is in brackets):
    "Thank you for calling (name of apartment community). Para en Español marque el numero dos.
    We are unable to answer your call at this time. If this is a police, fire or medical emergency, please hang up and dial 911.
    To leave a message for the office, please press 1 and your call will be addressed during business hours.
    If you have a maintenance emergency needing immediate attention [or you need a
    courtesy officer]    , please press 3 for an emergency operator."

    Spanish Main Greeting 1:
    "Muchas gracias por llamar a la oficina del edificio. Si se trata de una emergencia mÈdica, o si se
    necesita avisar a la policÌa o a los bomberos, cuelgue y marque novecientos once. Por el momento no
    podemos atender su llamada. Puede marcar uno en cualquier momento para dejar un mensaje para la
    oficina y su llamada se atender· durante el horario de trabajo. Si tiene una emergencia de
    mantenimiento que requiera atenciÛn inmediata, marque tres para hablar con un operador de
    emergencia. En caso contrario, marque uno para dejar un mensaje."

    Note: Please feel free to customize the greetings by adding office hours, etc. - we only ask that you also include all of the information above for each 'Main Greeting 1', as it is necessary for proper call routing.

    How do I use the advanced voicemail features?

    Apartment Lines' voicemail system offers all of the standard features you'd expect, as well as some special features you won't find in most other systems. Listed below are some of the advanced features we offer:

    • Fast-forward/rewind a message: While listening to any message press the 1 key to fast-forward the message, and the 2 key to rewind the message. Each key press will fast-forward or rewind the message about 3 seconds in the direction you choose.
    • E-mail on demand: While listening to any message, press the 8 key to send the message to your e-mail. The message will arrive to your pre-configured e-mail address as an audio file attachment, which can be opened with any common audio player on your computer. This feature also supports multiple e-mail address. To set up this feature, contact an Apartment Lines representative.
    • Play the message envelope: While listening to any message, press the 3 key to hear the message envelope. The message envelope contains the date and time of the call, as well as the Caller ID number.
    • Save messages: While listening to any new message, press the 9 key to save the message. The message will be available in the saved messages folder the next time you check voicemail.
    • Re-mark messages as new: While listening to any saved message, press the 9 key to mark the message as new. The message will be available in the new messages folder the next time you check voicemail.

    Receiving emergency messages

    Operators handle calls based on your emergency contact procedures, until they confirm messages are received or all contact options are exhausted. When reaching a pager or voicemail, they will leave a contact number or record a message to call the answering service. To reach an operator, call your forwarded office line or assigned Apartment Lines number and press #. If prompted, enter your *STAFF password, which is usually set to 0000#.

    * Voicemail accounts have both an administrative password (for checking messages, changing recordings, etc) and a staff password (for your staff members to reach an operator faster). You can change either of these passwords at any time by logging in with your administrative password and following the prompts. If you loose track of your passwords, you can log-in to www.apartmentlines.com, navigate to your account, and click the "Answering Service Instructions" link to print off your instruction sheet. The instruction sheet will contain your passwords.

    Updating 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://www.apartmentlines.com. If you have not yet registered for an account on our website, go to http://www.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:

    Click on the "Employee update form" link below to download a form you can use for faxing changes to your emergency contact information.

    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.

    Preventing tenants from seeing the Caller ID on staff phones

    Often times, a staff member may need to contact a tenant directly regarding an emergency situation. Most staff members would prefer that the tenant not be able to see their phone number via Caller ID.

    It's actually very easy to block the Caller ID on any phone call your staff member places, following the simple step below:

    Before dialing any phone number, dial *67 first. This turns on Caller ID blocking for the call that is about to be placed. For example, if your staff member wants to call a tenant at 404-555-1212, they can dial *67-404-555-1212 to block the tenant from seeing their phone number.

    Note that dialing *67 does not turn on Caller ID blocking permanently, but only for the current call that is being placed.

    Temporary announcements for callers

    You can add or remove temporary announcements at the beginning of your answering service greeting.
    Temporary announcements can be used to advise callers when there is a power outage, water is turned off, the office is closed for a meeting, etc.

    To add a temporary announcement:

    1. Dial your assigned Apartment Lines number. When the greeting begins, press * and your passcode, followed by the # key.
    2. When the menu begins, press 6 "add or remove a temporary announcement".
    3. Select option 1 "record a temporary announcement".
    4. Record your announcement, then press # when finished to save it.

    Example Announcement: "Attention residents of Oak Tree Apartments: The office is closed this morning for a management meeting and will reopen at 1:00 pm."

    How to remove a temporary announcement:
    Repeat steps 1 & 2 above. On step 3, select option 3 "remove a temporary announcement".