For personal setup instructions please click here
Adding Team Members
How to add users and their extensions
You can invite your colleagues to the service and make calls together! For example, spread calls between different employees during work or off hours, or even create whole groups, such as Sales and Support.
To invite colleagues:
1. Go to the section labeled “Team”, and click the button labeled “Add User”.
2. First, put in the information for the colleague you’d like to invite. Please note that you can invite them as either an administrator or a user.
- If your colleague is made an admin, they will be able to do the same actions as you.
- If you make them a user, they will be able to use the service but will not be able to make changes to many of the settings.
When finished, click the button labeled “Send invitation via Email”. The colleague will receive an email through where they will be able to access the service.
3. You may add several colleagues and include them in groups. This can be accomplished by clicking “Team,” and then “Add Group”.
4. Users added to the group will be accessible in the Call Switch settings. You can also always add users directly when creating new groups.
Setting call flow
How to set a call flow
Click on the Call Flow icon. From there, click on “Incoming calls to…” and check off the numbers you want this call flow to apply to.
The default call flow will take your callers through a voice greeting and will then forward the call to the main user.
However, there are other call handling options you can choose.
VIP & Blacklists
For one, you can choose how to handle calls from different numbers – like regular calls, VIP calls, or black list calls.
As you add numbers to VIP lists and black lists, you’ll see your call flow “tree” expands.
You can also choose custom call forwarding options for each type of caller.
Black lists are a simple way to cut off communication with spam callers.
Numbers on your black list will be automatically disconnected whenever they call.
You can add a phone number to a black list from the history page or the mobile app.
Most business owners want to receive calls from regular customers only during business hours.
To do that, click the “24/7” button and change the setting from “available 24 hrs” to “have business hours”.
Then, specify your business hours.
You may change the voice greeting your customers hear when the call you.
If you want to personalize the voice greeting, just click the “customize” icon.
You’ll have the option to upload an audio file, record a greeting on your phone, or use the MightyCall voice studio.
Call handling options
If you have a team, you may want regular business-hour calls to be forwarded not just to the main user like yourself, but to a group (like a department) or a call queue.
At the bottom of your call flow chart, you’ll see the end user who will receive the call. By default, that’s the main user.
To change this setting, click the small “action menu” icon. You’ll now see 9 different options of how to handle the call.
You can employ any of the following options:
- Call to user – the call will be forwarded to one person
- Call to group – the call will be forwarded to an entire group, for example, Sales
- Call to queue – the call will be sent to a group but first placed in a queue, and will remain there until an employee answers the call or the caller hangs up
- Call to non MightyCall number – call any external number
- Voicemail – the call will automatically be sent to voicemail. This option is particularly useful during off-hours
- IVR (Voice menu) – the caller will be offered several options (for sales press 1 and so on)
- Dial by name – the caller can dial in letters of an employee’s name instead of a number using the number pad, (for example, John) and if the system recognizes it, the call will be forwarded to the appropriate person
- Disconnect – the call will be disconnected
Setting Call Queues
With a call queue the call is held on the line until an operator becomes available or the caller hangs up.
This call queue feature is useful when you have too many incoming calls for one operator to handle.
To customize call queue settings, click the action menu, and then the purple icon.
In the “users in this queue” section, you can add specific team members who will receive incoming calls.
In the “queue settings” section, you can customize greetings, add music on hold, and specify when to direct the caller to voicemail.
Call to Group Settings
Call to Group comes in handy when you can separate your staff into at least two departments, like Sales and Tech Support.
Click the action menu, and then the green icon.
To add a new group, click the ‘Add group’ button.
For each group you create, you may then customize the voice greeting and change how the call is handled in case there’s no answer.
How to enable call recording
The Call Recording feature is available on our Standard & Ultimate plans.
The Call Recording feature will be automatically enabled for all your phone numbers. You can adjust this option on the Numbers & Web Widgets page.
How to listen to Recorded calls
You can listen to all recorded calls in the Journal.
MightyCall’s Call Recording feature lets you record calls so you can be sure that you and your team are giving the right advice and service to your customers. With Call Recording you can be sure that you never miss a word of a conversation with a client. It also allows you to work with your employees to address weak spots in their sales pitches and how they can better do their work.
- If you’ve enabled the Call Recording option, you automatically give your consent to call recording on your end. Your customers will hear the automated verbal announcement: “This call may be recorded for quality assurance” when call recording has been initiated. By continuing, they give their implicit consent to be recorded.
- The maximum duration is 90 minutes per recording.
Setting Caller ID & CNAME
Caller ID is a highly useful feature for figuring out who’s calling you, and more importantly, for branding your business when you make phone calls.
Inbound and outbound Caller ID function a bit differently from each other, so here is how to set up both.
Inbound Caller ID
To set inbound calling (receiving calls) to show your business number (so you know it’s a business call and not a personal one), go to the “Numbers & Widgets” page on your MightyCall account.
Click “Call Display Control”.
Then Enable or disable the option to your liking.
Outbound Caller ID (CNAME)
Outbound calling is a bit more involved. To have your company’s name show up when you call someone else, there are mechanisms outside of MightyCall’s control (no VoIP provider is able to control this alone).
There is a database called CNAM that controls Caller ID for outbound calls. For us, a company called Vitality provides this functionality—but we cannot fully guarantee it will always work, because both you and the person you’re calling need to be registered in the system (through a phone provider) for your company name to appear.
It’s important to note that CNAM is only available for local numbers.
Normally registering in CNAM costs $10, but MightyCall can do it for you at no charge!
To do so, contact our support team at firstname.lastname@example.org and we will in turn ask Vitality to add Caller ID to your number. All you have to do is to fill out this short form and email to us, and if your number is eligible (we will let you know if it isn’t), your Caller ID will be ready in about a week.
Adding phone numbers
You can complement your main MC number with an additional one or port in a virtual number you’re using.
Go to Numbers and Widgets tab.
To add a number:
1. Click on ‘Add local or Toll-free number’ if you would like to add more numbers to your MightyCall account.
2. A window with available toll free or local numbers will open.
Select a number and confirm. This will now be the main number on your account by default, but you can create separate rules for it (for example, if you want to use another greeting).
- Basic plan allows for 2 numbers
- Standard plan allows for 5 numbers
- Ultimate plan allows for 10 numbers
Click on Port in Your Number if you want to port in your existing number. It is free of charge.
You can see your entire communication history with clients in the Journal tab.
From the Journal, you can:
- view your call history,
- listen to your recorded calls,
- listen to & read your voicemails,
- filter calls,
- add or block contacts straight from your call history (coming soon).
The Journal is also an amazing tool for team work.
When you leave comments on a call, all your colleagues will see your notes, so everyone is on the same page.
Likewise, if you finish a task or assignment, you can mark it as resolved to better keep track of what needs doing and who’s done what.
Business Contact Book
MightyCall now supports the Business Contact Book feature which allows you to save information about your customers.
For each client, you can add a name, email, and up to 20 phone numbers, as well as a personal comment visible to all users in the account.
The Contact Book is shared by all users in the account. A client created by one user will also be visible to all the other users in the team.
Names saved to the Contact Book will be shown in the Journal, the MightyCall webphone, and the mobile app.
How to add contacts
- You can upload a file in CSV or vCard format into MightyCall’s contact book.
- For the best results, we recommend using UTF-8 encoding.
- Maximum file size is 10 MB.
- The number of lines in one file must not exceed 9991.
To import a contact click on the ‘Import’ button in the top right corner of the Contacts tab
To add a new contact from the Journal:
- go to the list of calls and click on the icon next to the corresponding phone number. Click ‘Add number to Contacts’
- specify the contact’s first and last name and additional information: email and comments
- make sure to save your changes.
To add a new contact from scratch:
- Go to the Contact Book section
- Click the Add Contact button
- Specify the contact’s first and last name, phone number and additional information: email and comments.
- Save changes.
The client’s name will be displayed in the MightyCall webphone and in the Journal.
- You may create multiple contacts associated with one phone number. In this case, the interface will display the note Multiple contacts and will list all the names associated with this phone number.
- Calls from deleted or edited phone numbers will be shown without names.
- To create a contact, you need to save information in at least one field. If no number is associated with the contact, it will be displayed with the note: Name not set.
- The maximum number of contacts on the Basic plan is 10.
Contact Book limitations based on monthly plans
Some plans limit the number of contacts you may create in the shared Contact Book. After reaching the contact limit, you will not be able to create new contacts, but you can edit the ones already created.
If the number of created contacts exceeds the available limit at the time of switching plans, you will not be able to create and edit contacts. Saved clients will be displayed in the Journal. After deleting “extra” contacts or switching to the appropriate plan, you will be able to edit/create contacts again.