Answering Service for Apartment Communities Coast-to-Coast

Apartment Lines covers your office phones whenever you cannot answer them personally. Our cutting-edge, custom-built service can help you lease more apartments, retain more residents, and optimize your maintenance work. With over 20 years experience in combined live operator and electronic answering, Apartment Lines is a leader in property management telecommunications.


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24/7/365

Live operators dispatch emergency maintenance and courtesy patrol calls from your residents 24 hours a day. Calls are screened to reduce your maintenance expenses. Leasing and general business calls can be sent to your email.

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Flat Rate Plans

Exclusive flat monthly rates insure that your apartment community will stay within its budget. You can always count on the same low monthly price, determined according to the size of your community. Call us at (800) 583-7769 to get more information on our introductory offers and current promotions.

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Money Back Guarantee

During the first 30 days of service, if you are not completely satisfied with Apartment Lines, you may leave the service at any time at no cost to you!

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Why Use Us?

  • business Answering Service designed specifically for apartment communities.
  • layers Fixed monthly rates—no overcall, long distance or holiday charges.
  • headset_mic Live operators dispatch emergency maintenance & security calls 24/7.
  • face A dedicated customer service team responds quickly to your account-related needs.
  • format_paint Leasing inquiries & non-emergency maintenance requests delivered instantly to your email.
  • computer Web interface lets you update your account, view call details and listen to operator recordings from your computer.
  • language Bilingual voicing options and operator assisted calls available.
  • phone_forwarded Automated call forwarding—no need to manually forward when you come and go.
The Advantages of Access to Live Operators

The ability to reach a live operator has many advantages over other call handling strategies. Among the most important:

  • local_atm Save Money
    By screening the calls, operators eliminate unnecessary staff overtime by only contacting emergency personnel when it's actually an emergency. For example, a dripping sink faucet can most likely wait until morning, instead of paging out a maintenance person for the job at 2am.
  • timer Save Time
    By condensing the caller's story, the operator delivers all the information and only the information your staff needs, thus decreasing the total amount of time spent handling an emergency.
  • mood Save Frustration
    When a caller reaches a real person, they are much less likely to feel frustrated, since they now have somebody they know is proactively handling their emergency.

    Operators also decrease frustration for your staff, as they are no longer needlessly bothered by calls that can wait until morning.

Apartment Lines is a member of the following organizations:

NSC Suppliers Council Logo DB Logo AAGD Logo Apartment Lines is a BBB Accredited Answering Service in Irving, TX

“We are very pleased! It's a wonderful service with great customer service. I will encourage other properties to use your service.”

Tammy, Regional Manager
Baton Rouge, LA

“We are so very pleased with your company. From customer service checking to make sure our system is working well, down to the operators being polite and informative to our owners and staff.”

Dana, Asst. Property Manager
East Brunswick, NJ

“Everything is wonderful. You guys are perfect.”

Dacia, Asst. Manager
Capital Heights, MD

“We are so happy with your service; we were reluctant to make the switch but we are so happy we did!”

Tenille, Leasing Consultant
Chapel Hill, NC

“Service is exceptional, I give them an A+. My favorite part is being able to check my email from home and know exactly what is going on.”

Pat, Property Manager
Williamsville, NY

“Whenever the operators call they are always so nice. They do a marvelous job and they are worth their weight in gold to me. Efficient, polite... if they were located in my town I would come by and bring them a present. They have done a smash up job from day one.”

Gladys, Manager
Lake Jackson, TX

“I've done this for 30 years and have never had service, options and results like I have with Apartment Lines, especially for the price!”

Deborah, Property Manager
Atlanta, GA

How It Works

Basic Service

Our basic service is a highly effective combination of advanced voicemail services and live operators. This combination allows your apartment complex to benefit from having a live person answer the phone when it matters most, at a fraction of the cost of most answering service solutions.

The diagram below illustrates how this package works to efficiently handle the needs of your callers:

  • Basic Service
    Tenant
    arrow_forward
    calls office
    arrow_forward
    Office
    arrow_downward
    phone forwarded to Apartment Lines
    arrow_downward
    emergency
    (via key press)
    arrow_back
    Voicemail Number
    arrow_forward
    non-emergency
    arrow_downward
    arrow_downward
    emergency
    arrow_back
    Live Operators
    arrow_forward
    non-emergency
    Tenant instructed to leave a voicemail message
    arrow_downward
    arrow_downward
    arrow_downward
    Operator Contacts 1st person on your call list
    arrow_forward
    if person cannot be reached
    arrow_downward
    Next person contacted
    arrow_downward
    until
    Tenant is instructed to leave a voicemail message or to call back during business hours
    Message instantly emailed to staff
    OR
    Staff retrieves message by phone
    arrow_downward
    arrow_downward
    Message Delivered
    Advantage: your maintenance staff isn't needlessly contacted, saving them frustration, and your company unnecessary overtime costs
    Tenant
    arrow_downward
    calls office
    arrow_downward
    Office
    arrow_downward
    phone forwarded to Apartment Lines
    arrow_downward
    Voicemail Number
    arrow_downward
    emergency (via key press)
    arrow_downward
    Live Operators
    arrow_downward
    non-emergency
    arrow_downward
    Tenant instructed to leave a voicemail message
    arrow_downward
    emergency
    arrow_downward
    Operator Contacts 1st person on your call list
    arrow_forward
    if person cannot be reached
    arrow_downward
    Next person contacted
    arrow_downward
    until
    arrow_downward
    Message Delivered
    arrow_downward
    non-emergency
    arrow_downward
    Tenant is instructed to leave a voicemail message or to call back during business hours
    arrow_downward
    Advantage: your maintenance staff isn't needlessly contacted, saving them frustration, and your company unnecessary overtime costs
    arrow_downward
    Message instantly emailed to staff
    OR
    Staff retrieves message by phone

    You are currently viewing the Basic service outline. View All-live service below.

  • All-live Service

    Using our all-live service means your callers will always reach a live operator to handle their needs. The operators screen all calls based on your instructions, ensuring that any emergencies are promptly delivered to the appropriate staff member.

    The diagram below illustrates how this package can effectively handle your caller's needs.

    Tenant
    arrow_forward
    calls office
    arrow_forward
    Office
    arrow_downward
    phone forwarded to Apartment Lines
    arrow_downward
    emergency
    arrow_back
    Live Operators
    arrow_forward
    non-emergency
    arrow_downward
    arrow_downward
    if person cannot be reached
    arrow_back
    Operator Contacts 1st person on your call list
    Advantage: your maintenance staff isn't needlessly contacted, saving them frustration, and your company unnecessary overtime costs
    arrow_back
    Operators take the message and deliver it to your staff at their convenience
    arrow_downward
    Next person contacted
    arrow_forward
    until
    arrow_forward
    Message Delivered
    Tenant
    arrow_downward
    calls office
    arrow_downward
    Office
    arrow_downward
    phone forwarded to Apartment Lines
    arrow_downward
    Live Operators
    arrow_downward
    emergency
    arrow_downward
    Operator Contacts 1st person on your call list
    arrow_downward
    if person cannot be reached
    arrow_downward
    Next person contacted
    arrow_downward
    until
    arrow_downward
    Message Delivered
    arrow_downward
    non-emergency
    arrow_downward
    Operators take the message and deliver it to your staff at their convenience
    arrow_downward
    Advantage: your maintenance staff isn't needlessly contacted, saving them frustration, and your company unnecessary overtime costs

    You are currently viewing the All-live service outline. View Basic service above.

Service Options

Flat-rate Basic Service

The Basic service combines live operators with an advanced voicemail system. To use it, simply forward your office line to a number supplied by Apartment Lines (automatic call-forwarding is available upon request). Once on service, a customized greeting directs callers to leave a voice message for your office, or to press a key that transfers them to a live emergency operator. Live operators dispatch qualified emergency calls to the appropriate personnel. Non-emergency callers leave a voicemail message that can be sent to your email and/or retrieved by phone.

Optional Add-On Features*
  • starsAutomatic call forwarding: FREE
    Your calls forward to the answering service whenever your line is unanswered by the 4th ring or all lines are busy.
  • starsVoicemail to e-mail: FREE
    All voicemail messages sent directly to your e-mail -- multiple addresses supported!
  • starsDaily call log:
    Live operator call records faxed or emailed daily.
  • starsInformational recording:
    Callers are given options to hear special recordings, such as leasing and property information.
  • starsSpanish menus:
    Callers may press a key to hear all greetings and prompts in Spanish. This includes access to Spanish-friendly operators for emergency calls.
  • starsExtra voice mailbox:
    Callers may leave separate voice messages (for example, a sub-property or a specific individual).
  • starsExtra call transfer:
    Callers may transfer to an outside line, such as an off-site leasing service or on-call leasing agent.
  • starsExtra selectable main greetings:
    Add additional, alternate main greetings, which can be selectively enabled (for example, one greeting with summer hours, one with winter hours).

*Apartment Lines also provides All-live service. To learn more, and to receive a flat-rate quote for your property, please speak with an Apartment Lines representative.

Our Network

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Reliable Hardware

Our network is housed in a state-of-the-art, high-availability telecommunications datacenter, fully equipped with redundant power and internet backbones. The network stack is fully redundant and continuously monitored -- no single piece of hardware failure will disable the system. We also maintain a geographically separate backup location to ensure the highest possible level of service uptime.

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Flexible, Scalable Software

Our customized voicemail system is developed and maintained in-house, built entirely from open-source software, which allows our company's technical solutions to be flexible, powerful, scalable, and cost efficient. We utilize cutting-edge Voice over IP (VoIP) technologies to provide the highest quality phone experience at a fraction of the cost of traditional telephony solutions -- our system processes over 1.8 million minutes of voice traffic and 650,000 messages per year.

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Multiple Call Centers

Unlike most traditional answering services which only have one brick and mortar call center, Apartment Lines utilizes multiple call centers at geographically separate locations throughout the country. A technical problem at any one call center will not result in a service outage, as we have the ability to instantly re-route your callers to an alternate call center.

Frequently Asked Questions
  • Why do I need an answering service?

    Some residents may not understand your after-hours response policy. If you give them a pager or cell phone number, they could call your staff at 2am to report a leaky faucet. On the other hand, if you don't give your residents any way to reach you after hours, you have no way to know if a flood or fire occurs, causing major property damage.

    An answering service can take all calls through your office line, filtering out the situations that can wait until office hours, and passing you the urgent calls that need immediate response.

  • Why should I choose Apartment Lines as my answering service?

    Most live answering services charge a base rate for a small number of calls, then a high per minute rate after that. You can easily spend $200-$300 in one month on this type of service. Apartment Lines combines live operators with automated voicemail and charges a moderate flat monthly rate that most properties can easily fit within their budget.

  • How are calls answered?

    Calls are answered in the name of your property through an automated system that gives your caller a choice between an operator and voicemail. If the caller has a maintenance emergency, they are directed to a live operator who will dispatch emergencies to your on-call staff. If the call is not urgent, they are directed to leave a message that you can retrieve during office hours.

  • How can I view and update my account information?

    When setting-up your answering service, Apartment Lines gives you access to your account information via our web portal at apartmentlines.com. There you can view and update staff contact numbers, on-call rotations, and the instructions the operators follow when answering your calls.

  • Can I see who has called while my phones are forwarded to your service?

    Yes. You view call detail records for all calls handled through our system via our web portal. Call records include date and time of the call, caller ID name and number, and the general action taken by the caller (listened to main greeting, transferred to voicemail, etc).

  • Can I monitor emergency calls handled by operators?

    Yes. You can listen to recordings of your emergency calls via our web portal. If you have ordered the daily faxing or e-mailing option, an emergency call summary arrives each morning detailing the previous night's emergency calls.

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, and extra options streamline your service.
  2. Download our Set-Up Forms and New Customer Checksheet PDF files.
  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 or email 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:

  • 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.
  • 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.

Contact Us

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