Per-line configuration beyond ownership: the line's job, whether unanswered calls overflow to the main line or not at all, and whether outbound calls from that line show its own number or the main one.
Also called: main line vs sales line · line type · which number do customers see · overflow to the main line
- 1purpose is whitelisted server-side as well as in the database CHECK, so a bad value fails with a sentence rather than a constraint error
- 2overflow is 'none' or 'main_line'
- 3outboundCallerId is 'own_line' or 'main_line'
- 4Position lives on the LINE, not the person — the person's position is their team role, and it must survive them leaving
Reading phone activity per person breaks the moment someone leaves — their role goes with them and the history stops making sense. What a line is for belongs to the line, not to whoever currently holds it. Each number carries a purpose (main, sales, project management, service, office), an overflow choice and the caller ID it presents on outbound calls, which is what lets number health and callback accountability be read per function instead of per individual.
- Undifferentiated numbers with no stated role
- Inconsistent outbound caller ID
- Line role lost when the person holding it leaves
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