Setting call forwarding
How to set call forwarding
When your MightyCall virtual phone system receives a call, it redirects it to a phone number tied to a physical phone—a cell phone, landline, VoIP number, or voicemail.
To add a forwarding number or device – go to the profile section in your MightyCall webpanel.
You can also add the MightyCall mobile app, MightyCall webphone or a SIP phone.
MightyCall offers 2 different methods of call distribution:
You can choose how you want calls forwarded and all the related preferences in the personal area of your MightyCall account.
Call forwarding is a passive feature, so once everything is set up you don’t need to do anything else for it to do its work.
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 business hours
How to set working hours
By default, the service processes all calls equally. If you have a company schedule and want to add holidays, do the following steps:
1. Go to “Call Flows”, then click “Incoming Calls”. There you’ll find settings for incoming call processing.
2. Click the block labeled “At all hours 24/7”.
3. Select the option “Have business Hours”.
- Make sure that you select your time zone
- Select working days and working hours. Unselected days and hours will automatically be considered as off days.
- Add holidays.
4. Click ОК. You will see that there is a separate “branch” for handling calls during non-working hours. You can change the basic greetings and treatment options, if necessary.
How to add a custom greeting
Be default, people calling your business number will hear three messages:
- During working hours: Hello and thank you for calling …
- During non-working hours: You’ve reached our office after business hours …
- If directed to voicemail: Please leave your message after the tone
To change these greetings:
1. Go to Settings, click “Call Flows”, then click “Incoming Calls”.
2. Click the block labeled “Greetings” – for calls during working or non-working hours.
3. A window with a list of voicemail greetings will open.
- Download files from your computer directly to your phone.
- To record directly from your phone, tap Record via phone and specify your cell phone number. The system will receive that number. After processing (a few seconds), the file will appear.
Setting call flow
How to set a call flow
Initially, all calls are directed to the first user who is registered in the service. You can change this by selecting another employee or simply chaining the method used to handle the calls. You can also add/change working hours and black/white lists.
To do so:
1. Go to Call Flows, then click “Incoming Calls”.
2. Click on the bottom “block” with the “Processing” option. Clicking the block will show you the setting for the current processing option. Clicking on the dot icon will reveal other options.
3. 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 up voicemail
How to set up voicemail
When using default settings, callers will access your voicemail only when:
- Your status is set to “Do Not Disturb”
- If for whatever reason you do not answer
Should the caller receive no answer, they will hear the standard voicemail message: “Please leave your message after the tone”.
You can change your voicemail in your personal settings. To do so:
1. Go to your settings (via “Profile”).
2. Click the tab labeled “Answering Rules”.
Here you can change the automatic message used when you are busy (already talking to someone on the phone), your phone is in Do Not Disturb Mode, or when simply choosing not to respond.
3. In addition, in the tab labeled “Greetings & Media” you can input your own voicemail message.
How to set and use the webphone
MightyCall’s WebPhone allows you to make and receive calls from your MightyCall number using your browser. When you or your colleagues are at the computer, you don’t need a phone — just plug in your headset to make and receive calls with your business number (you don’t need headphones, they are simply for privacy).
How to enable the WebPhone
The WebPhone is available on the “Activity” page and in a separate window. Your WebPhone is disabled by default. Click on the “Power” button to activate it.
MightyCall will ask permission to use your microphone. You must grant access to make calls via the WebPhone (which is technically a soft-phone).
Now you’re ready to make and receive calls!
Making and accepting calls via WebPhone
How to make a call
- Enable your WebPhone
- Enter a phone number you want to reach and click on the “Call” button.
How to accept a call
- Please make sure your WebPhone is enabled (it should be green).
- You will hear a sound alert and see a notification about an incoming call even if you’re on another tab.
- Click the “Answer” button to accept the call.
- If you have more than one business phone number, you can select the desired number to call from.
- You can minimize the WebPhone by clicking on the green “WebPhone” panel.
- You can view your recent calls and call your colleagues in the service.
- You can change the volume of the speaker and microphone, and select an available microphone as well. Click on the “Test microphone” button to test your settings.
- You can change the sequence of your contact phone numbers in the “Profile › My forwarding phones” page.
- You can open other tabs via your browser and leave the WebPhone open in the background. Any tab with an active soft-phone is marked with a red indicator.
Having troubles with the MightyCall WebPhone?
1. Make sure you have a proper internet connection. You can browse other web sites to check this.
2. Make sure you have given MightyCall access to using your microphone in your browser.
3. Check your audio devices. You need a microphone and a speaker (or a headset) to use the MightyCall WebPhone.
4. Please test your microphone. Make sure it works properly.
5. Please make sure the UDP/1935 port is available to use the WebPhone.
How to enable call recording
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 Call History section.
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 an hour per recording.
Adding a 2nd phone number
How to add another MightyCall phone number
When registering with the service, you can select either a “toll-free” or “local” phone number. After registering, you can chose additional numbers (2, 5 or 10) and add them to your subscription. You can also add numbers as an add-on if you need more.
To add a number:
1. Go to the section “Numbers and Web widgets.
Click the button “Add a local or Toll Free Number”.
2. A window with available toll free or local numbers will open.
Select a number and confirm. This will by default be the main number, but you can create separate rules for it (for example, if you want to use another greeting).
Setting Caller ID
How to set your Caller ID
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.
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 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.