Please note that the following features are in beta testing and are not yet available to all pros. Features in beta testing are subject to change based on feedback we receive.


Overview

Our VoIP (Voice over Internet Protocol) solution allows you to make and receive calls directly in HCP web. This will give you a full picture of all calls made to and by your business. By replacing your existing phone system with Housecall Pro’s integrated solution, you’ll eliminate the need for multiple, cumbersome tools and boost efficiency.


Accessing VoIP Settings

  1. Click into your "Account settings"

  2. Select "Voice"


First Time Setup

When you are first setting up your VoIP experience, you will go through our onboarding flow. It starts with a marketing page that communicates the value of our integrated phone system:

From there, you will select Get Started and be prompted with the choice to either:

  • Port over your existing numbers

  • Purchase a new business number

Now, if you have a business line that is crucial to your business then the porting process is the right selection for you. If you are ok with a new line then the purchasing experience is much quicker to get you up and running.

Porting Over Your Existing Phone Number(s)

  1. The first step is to attach your documents. We will need at least a Letter of Authorization which you can download from the page. We will also need a phone bill from your existing carrier.

  2. Please attach those documents below the steps

  3. Once you have attached your documents, you may click Initiate the Porting Process and you will get a confirmation dialog

  4. You should also receive a confirmation email which has the documents you submitted attached.

  5. Our HCP support team will then submit the request through Twilio and reach out to you via email to progress the process along.

  6. In some scenarios, we may require additional information from you so we will reach out via email in order to gather the additional documents. Once the carrier has all of the information they need, they will provide HCP with a date and time for your port so that you may use that number in HCP web. We will inform you of the date via email:

Purchasing Your New Business Number

  1. The first step is to select the area code you wish to use

  2. Next you will select the number that you prefer and click Save

  3. From there, you should receive a confirmation screen that the number was successfully purchased and you will be dropped into the Phone Numbers page with your new business number populated.


Phone Numbers

Phone numbers allows you to setup call tracking numbers and see all of your existing numbers. These tracking numbers are tied to your lead sources so that when a customer calls in, you know which lead source they came from. In addition to setting up call tracking numbers, you will be able to track your porting process and see your business line on the Phone Numbers page.

Get New Call Tracking Number

  1. Select Get New Number

  2. Next, please choose a lead source from the dropdown or create a new one. For more information on lead sources: Lead Source Overview.

  3. Lastly, you will choose your destination number. This is the number you want to ring when someone calls your tracking number. We are essentially forwarding calls from the tracking number to this destination number.

  4. Using the area code from your destination number, we will search the phone number database and show you available tracking numbers.

    Note: If there are no tracking numbers with that area code available, then we will prompt you to enter a 3-digit area code.

  5. Once you have selected a number, click Save. From there, you will be prompted with a dialog which provides instructions for adding your tracking number to your advertising source.

You should be all setup now to use your call tracking number. You can test it by calling that number to verify it goes to the destination number.

Edit Destination Number or Lead Source

  1. To edit your call tracking number, please select the three dots in the table row and then select "Edit destination or lead source"

  2. From there, you will be prompted with the dialog to make changes to the lead source or destination number.

  3. You can make your changes and click Save.

Delete Call Tracking Number

  1. To delete your call tracking number, please select the three dots in the table row and then select "Delete call tracking number"

  2. The dialog will appear and prompt you to type "Delete" to confirm that you actually want to delete this call tracking number. This means you will no longer be able to receive calls to that number.

    Note: The lead source will still exist but no longer be tied to the call tracking number.


Voicemail Greeting

Setup your voicemail greeting so that your customers receive a personalized message before they leave a voicemail.

Default Voicemail

Your VoIP solution will have a default voicemail setup to start. You may update the voicemail greeting or leave it as the default, pre-recorded greeting. This voicemail greeting will be played after 30 seconds if the call is not answered. The caller will hear: "Thank you for calling. We are unable to take your call right now. At the tone, please record your message. When you've finished recording, you may hang up."

Update Voicemail

If you select Update voicemail, you will be prompted with a dialog to name your voicemail and attach the file.

If you click attach voicemail, you will be prompted to upload a voicemail greeting.

We only accept mp3 or wav audio file types. If you try to upload the incorrect file type, we will provide an error message and inform you to try again.

Once you have uploaded a file, you can click Save.

Now that you have uploaded your voicemail, you will be able to edit it through the Voicemail greeting page. Your uploaded voicemail greeting has replaced the default voicemail greeting.

Edit Voicemail

If you have a voicemail greeting uploaded, you may edit it through the edit button. This will allow you to:

  • Rename the voicemail greeting

  • Remove your attachment and upload a new audio file

  • Reset it to default


Recording Calls

Setup call recording so that all calls, inbound and outbound, get recorded.

Toggle Call Recording

  1. Choose "Recording calls" from the left-hand nav

  2. Toggle on "Inbound call recording" and/or "Outbound call recording"

This toggle ensures that all of your inbound and/or outbound calls get recorded. Both inbound and outbound calls recording will be defaulted to off. If call recording is turned on then your customers will be informed that the call is being recorded before the call is connected. The caller will hear: "This call may be recorded for quality assurance purposes".

Note: If the customer wishes to not be recorded, you will be able to turn on/off call recording while you are live on the call.

Lastly, these recordings will be accessible through your call log which can be found in Inbox. Please note, there may be a short delay from when the call or voicemail is recorded and when it is accessible on the call log. The delay will vary depending on the length of the recording. You will need to refresh the call log browser tab for the recording to show.


Masking Calls

Setup call masking so that all outbound calls from the mobile app use your main business line.

Toggle Call Masking

  1. Choose "Masking calls" from the left-hand nav

  2. Toggle on "Mask mobile calls with my business line"

This toggle ensures that anytime a call is made through the mobile app to your customer that the customer will see your main business line on the caller ID. In order to mask your employee numbers with your business line, we will call the caller's device first and then connect you with the customer. This means that employee numbers need to be updated in their profile settings.


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