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For a full list of features, see the following article in our knowledge base: List of Features Available in the New Mongotel Softphone App.

Having Trouble? Contact Support or Try One of These Tricks

Here are a few self-service options that might enable an immediate resolution to the issue. If the problem persists after completing all relevant options from the list below, our support agents Support team will be happy to connect by phone at (718) 942-9990 or email at info@mongotel.com to help find a solution that works for you.

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title	(All Platforms) After logging in to the app for the first time, I haven't received any calls on my desk phone.

If you experience this issue, please connect with our Support team at (718) 942-9990.

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title	(All Platforms) I can't hear any sound at all or nobody can hear me when I call them.

Info
For more information, read How to Edit Volume and Audio Device Settings in the Mongotel Softphone App.

By default, the audio devices for input and output are set to the system’s defaults. For example, if your desktop’s default audio device is a monitor, then Mongotel Softphone will use that monitor as the default input and output. Here are the steps to change that within the app:

Click the settings icon.
Click “Sound.”
Ensure the correct devices are selected for “Speaker,” “Microphone,” and “Ringtone audio output.”
Scroll down and ensure the volume is high enough to hear.

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title	(All platforms) I keep hearing a beeping noise during calls. Can I disable that?

Info
For more information, read How to Disable (or Re-Enable) the Warning Beep When on a Recorded Line in the Mongotel Softphone App.

You sure can! But first, make sure that you would maintain legal compliance with local and federal regulations were you to do so. Then proceed with the following steps:

Desktop

Click the Settings icon.
Click “Recording.”
Toggle “Warning beep.”

iPhone

Tap the Settings icon.
Tap “Preferences.”
Tap “Call Recording.”
Toggle “Warning Beep.”
If toggling off, read the disclaimer and confirm your selection.

Android

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title	(All Platforms) The quick dials on my devices don't match.

Most of the information in the app is saved locally and is not synced between devices. For example, if you save a quick dial on your iPhone, it will not appear on your Mac OS desktop.

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title	(All Platforms) When I try to log in, I get an incorrect username or password error.

First, try to log in to Mongotel.com (following this process: How to Log in to Your Account). If you can log in to Mongotel.com but not the Mongotel Softphone app, give us a call and we’ll see what can do together.

If you can’t log in to Mongotel.com either, try changing your password:

Click “LOGIN” on the website.
Click “Forgot Password.”
Follow the on-screen prompts.
Choose a password that’s hard to crack but easy to remember.
Attempt to log in to the app again.

If you still receive this error, contact Support and let us know the associated error code.

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title	(All Platforms) When I try to log in, it says that there is no extension associated with my account.

If you’re receiving this error message, then the login credentials you provided don’t match any extension in our system. To create an extension, have your account admin connect with us at (718) 942-9990. If you do in fact have an extension and are receiving this error message in error, we can work directly with you to help find a resolution.

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title	(All Platforms) Why do my quick dials keep disappearing?

Quick dials are saved locally for as long as you remain signed in. You can turn off or restart your device and close the app without fear of deleting your quick dials. But, if you sign out or reset your app (through the Settings menu), all locally saved data on the device will be removed. That includes your quick dials.

If this is not what caused your quick dials to be removed, please connect with our Support team at (718) 942-9990.

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title	(Desktop) How do I use the click-to-call feature?

Info
For more information, read How to Use the Click-to-Call Feature in the Mongotel Softphone App (Desktop Only).

Click-to-call is enabled by default. Simply click a phone number in your Internet browser, select Mongotel Softphone when prompted to select an app, and confirm. If your Internet connection is stable, the call should go through without a hitch.

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title	(Desktop) I can't find my keypad when I'm on calls.

There are two ways to resolve this issues for desktop Users:

Resize the app window, expanding it to be large enough for the keypad to appear.
Click the “Keypad” button in the top left of the screen.

Sennheiser title

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title	(All Platforms) I can't hear any sound at all or nobody can hear me when I call them.

By default, the audio devices for input and output are set to the system’s defaults. For example, if your desktop’s default audio device is a monitor, then Mongotel Softphone will use that monitor as the default input and output. Here are the steps to change that within the app:

Step 1: Click the settings icon.

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Step 2: Click “Sound.”

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Step 3: Ensure the correct devices are selected for “Speaker,” “Microphone,” and “Ringtone audio output.”

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Step 4: Scroll down and ensure the volume is high enough to hear.

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title	(Desktop) The buttons on my Sennheiser headset aren't working.

Desktop) The buttons on my Sennheiser/EPOS headset aren't working.

Info
For more information, read How to Enable Headset Buttons in the Mongotel Softphone App (Sennheiser/EPOS).

Sennheiser/EPOS headsets are compatible with the desktop version of the Mongotel Softphone app, but they require a specific setting to be enabled. Fortunately, it’s just a simple toggle. Here’s how to toggle it correctlyit’s done:

Step 1:

Click the settings icon.

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Step 2:

Click “Sound.”

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Step 3:

Click the toggle next to “Enable EPOS integration.”