Mongotel Softphone App FAQs

Don’t yet have the Mongotel Softphone app installed? Click here to view the install links!

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.

Table of Contents

What Does the Mongotel Softphone App Do?

The Mongotel Softphone app enables Mongotel Users (anybody with an activated extension) to place and receive calls through their extension on devices other than their desk phone. For example, you could download the app on your iPhone to access your extension from that device—just like you would with your desk phone!

How Does the Mongotel Softphone App Work?

This app is a virtual softphone that connects with Mongotel’s VoIP system to enable Users to access their Mongotel extensions from various devices. It works by using subextensions to essentially “split” the extension into multiple locations or devices.

But don’t worry; you won’t have to provision or register those other devices like you did your desk phone. In fact, you can think of all of them as one extension. One extension, one price, and however many subextensions you’d like (via the app).

How Do You Download the Mongotel Softphone App?

Users can download the app from the links in at the bottom of Mongotel.com. You can also search the App Store or Google Play for “Mongotel Softphone.”

How Do You Sign In to the Mongotel Softphone App?

For more information, read How to Log In to the Mongotel Softphone App.

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.

What Features Does the Mongotel Softphone App Have?

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 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.

(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.

(All Platforms) When I try to log in, it says that my account has not been activated.

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.

If you don’t see any activation emails, give us a call and we’ll work together to find a solution.

(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.

(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.

(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.

Step 2: Click “Sound.”

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

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

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

Sennheiser 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 correctly:

Step 1: Click the settings icon.

Step 2: Click “Sound.”

Step 3: Click the toggle next to “Enable EPOS integration.”