View and download your call data via your customer portal.
You can view your call data per telephone number or VoIP user for both inbound and outbound calls for the previous 6 months
To access the information go to your main Dashboard and use the quick link at the top of the page “Todays calls” or a little further down the page click on “call history”
This will then display your call statistics page, where you can filter inbound and outbound calls, then also further filter by inbound number or outbound voip user to see more detailed stats. You can also use our date filter to view call history for on or between specific dates. You can also use the search box to find specific data for a telephone number
Topping up your account is very simple. Simply log into your customer portal and from the Dashboard, click on “top up” this can be found at the very top of the page where your balance is displayed and also further down in the financial section. Click either of these to reach the top up screens.
You will then arrive at the top up screen, firstly choose the amount you wish to top up by
Then, simply enter your card details that you want to use for payment and then click on “make payment”
This may then take you through the card verification for your added protection – just follow the onscreen prompts until you reach the payment success page
Voicemail can be added to your system, whereby you can listen to, download and view messages via your customer portal. You can also set up an email address which can be used to forward voicemails to. These can then be listened to wherever you have access to your email.
To set up voicemail, log into your customer portal and from the dashboard click on “voicemail inboxes”
Then to add a new voicemail click on “add new voicemail box” and follow the on screen prompts
Once created it will take you to the voicemail set up page below
Firstly you can attach the media which you want to use eg “Thanks for calling Dave’s auto repairs, please leave a message after the tone and we will get back to you as soon as possible” To set this click on the first option “announcement”
This will then pop up the media pop up as below, simply use the dropdown box to select your media file, or click on “upload new file” to create a new media recording.
By clicking “upload new file” you will be presented with the media creation pop up, where you can upload any custom recordings that you already own, or you can use our Text to Speech service, to create your own custom greeting for your voicemail. Once you have uploaded or created this, just click “save”
This will then take you back to the main voicemail editor screen, where you should see that your announcement has been attached
Next, you will need to assign an email address – this will be used to receive your voicemail to email alerts. Click on “email address”
Then simply enter the email address into the pop up box and click “save”
Next, you can add VoIP user subscribers. This will notify the voip users that use that mailbox that a message has been left. The VoIP users will get a notification on their device that a message has been received – the user/s can then dial 1571 to retrieve the message.
To add subscribers to the voicemail box, click on “voip users subscribed to mailbox” and use the pop up to add users. Use the dropbox box to select individual voip users
Once added, you can add more users or unsubscribe users at anytime too
Once happy with the settings, click close and that’s your voicemail all set up! Just make sure you then add the voicemail wherever you need it to handle your unanswered calls.
Creating an announcement is really simple, but can make a huge difference to your caller experience.
To create an announcement, log into your customer portal and from your dashboard
Click on “intro announcements”
Then if you haven’t already got one, click to purchase the new announcement & follow the onscreen prompts
Once you have added your announcements to the account you will be taken to the set up screen below
Now, you will need to attach your media file, to do this click on the top option “announcement” which will take you to the “select media” pop up below
If you already have created your media file, simply use the dropdown box to select and use the file. If you haven’t created one yet then click on “Upload new file”. This will take you to the “create media pop up” where you can upload a media file, or you can create a personalised announcement using our simple to use Text to Speech service.
Once you are happy with the media file, click “save” and you will be taken back to the set up screen with your media file now attached
Next, you will need to set the destination for your announcement (where will the call go to after the announcement is played?) To set this, click on “destination”
This will pop up the below box which you use to set your destination
Click on “options” which will show you dropdown options where to can choose where to send calls to, they can go to a call group, a voicemail, a voip user, an ivr menu or even to another announcement – just choose the option you want
Once you have chosen your destination, you should see confirmation that it has been set, at which point you can close the pop and return to your announcement set up screen
If you are ready to use the announcement straight away, make sure that you set the announcement as the destination of your incoming calls.
We have a section in the customer portal where you can change where your calls are sent to for a specific time period. This is great for things like bank holidays and Christmas closed periods.
To set your telephone number to closed, go to your customer portal and from the main dashboard click on “Temporary closed”
This will then take you to the temporary closed section, simply use the dropdown box to select the number to which to apply the closed rule.
Then click on “Add new temporary close rule” button
This will then show you the pop up which is where you set your closed period
Here you can see that you can use some preset dates that are commonly used, or to set your own simply create your own following the below instructions
Give your rule a name, here we will create a bank holiday close
The select the date of close, firstly use the tick boxes to select the month, and then enter the start date and time (date and time from which to close) and then the date and time to (when the system should reopen)
Then you can use the dropdown section to tell us where to send the call when the system is closed and then just click save to create the rule
Adding an IVR menu is done via your customer portal.
From your portal dashboard click on “IVR Menus”
Then click “Add new menu”
This will then create a basic menu setup which you will need to edit
Firstly, you will need to add your media announcement (voice recording) to the menu, this is what will be played to your callers. To do this click on the top option “announcement”
Then you can use the drop down menu to attach your media (if you have already created your announcement) or click on “Create or upload new media”
If you need to create new media then you can either upload a media file which you may have, or you can use our text to speech tool to easily create your welcome message. Once done, just click “Save”
Once you have added your media, you can then set your menu options. We have automatically given you 3 options, but if you need more then click on “menu options” and this will give you a dropdown for you to add more options
Once happy that you have the correct number of options you just need to set the destinations for each. Click on the menu option to edit each. Each option has to have a destination, so we automatically set the destination as the menu (so it loops back)
To change this click on “options” Here you will see all the different destinations that you can send the calls to. Just choose which option you want to use.
Here we will be sending calls to our Sales Group, so click on “call forwarding group” and Select the group you want to use
Continue with this process until all of your menu options are routed to their correct destinations. You can then check the remaining settings as you require for the response time and what to do if no option is pressed.
Once you have created your menu, if you want to start using it straight away, just make sure that your number is now forwarded directly into the menu. So, from your dashboard go to “My Numbers”. Click on “manage my number”, then “click here to change where calls are sent to” and from the options box choose “menu” and select your menu.
Each voip user will receive 100 minutes per month to call UK landlines, mobiles and also some international destinations. You can check what is covered using the rate checker on the pricing page of the website.
You can add an unlimited outbound call bundle to any VoIP user for just £7 per month and will cover UK landline, mobiles and some international destinations.
You can top up your account using any credit or debit card. You can also set up automatic top ups, which will add payment to your account if your account balance falls below a certain level. This is all set up online by yourself.
Credit on your account will expire after a period of 360 days from the date of the purchase unless you add more credit in the meantime.
To avoid losing this credit balance simply top up before the credit expires and the entire balance will roll over for another 360 days.
We email a credit expiry reminder in advance of any credit expiring, giving you plenty of time to top up and keep your remaining balance.
If you are using the Auto Top Up facility then you can avoid credit expiring by manually setting the trigger limit below that of your current balance, which will force a credit top up.
If your credit balance does expire then any unused allowances will expire as specified.
If you have multiple accounts and wish to migrate phone numbers from one account to another then there is a charge for the time that it takes us to do this manually.
£10 – move a single virtual number from one account to another
To initiate moving a number between accounts please raise a support ticket by clicking on SUPPORT and selecting the appropriate option.
