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With great technology come great questions. Here, you’ll find the answers to the most frequently asked questions we’ve received from Organizations just like yours.
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Table of Contents
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What Does the Mongotel Softphone App Do?
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Users sign in to the Mongotel Softphone app using the email address and password associated with their extension. Your extension will also need to have been activated. If you’d like to create an extension with us, have your account admin give us a call at (718) 942-9990. If you already have an extension with us, and need help accessing it, you can call Support directly.
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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.
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Having Trouble? Contact Support or Try One of These Tricks
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Our Support Team is always happy to connect. Contact us at (718) 942-9990, by dialing 611 on any Mongotel-programmed phone, or by emailing helpdesk@mongotel.com and we’ll get you the care you need ASAP. For anything other than service-related requests or issues, the team at info@mongotel.com stands ready to assist you.
In the meantime, here are a few self-service options that might enable provide an immediate resolution to the issue. If the problem persists after completing all relevant options from the list below, our support agents will be happy to connect by phone :
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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. |
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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. |
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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? |
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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 Tap the Settings icon. Tap “Preferences.” Tap “Call Recording.” Toggle “Warning Beep.”
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| title | (All Platforms) The quick dials on my devices don't match. |
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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. |
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 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 my account has not been activated. |
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First things first, let’s make sure your account has been activated. Check your email for any activation emails sent from Mongotel—be sure to check your spam and trash folders. If you do see an activation email, click the link within and follow the necessary prompts. Once your account is activated, try signing in again. For more information, read How to Activate Your Account /wiki/spaces/TS/pages/1344766078. If you don’t see any activation emails, give us a call and we’ll work together to find a solution. |
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| title | (All Platforms) When I try to log in, it says that there is no extension associated with my account. |
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 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? |
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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? |
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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) The buttons on my Sennheiser/EPOS headset aren't working. |
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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.”
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| title | Here is the general problem the caller is having. |
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Here is the process for resolving it. |
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| title | Here is the general problem the caller is having. |
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Here is the process for resolving it. |
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| title | Here is the general problem the caller is having. |
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Here is the process for resolving it. |
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| title | Here is the general problem the caller is having. |
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Here is the process for resolving it. |
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| title | Here is the general problem the caller is having. |
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Here is the process for resolving it. |
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