To access your Voice settings, start by clicking the gear icon in the upper right hand corner of the webpage.

From there click the Voice option in the left hand side bar to expand the different Voice settings.

Your Phone numbers settings page allows you to set up, see, and manage all of your phone numbers, including your Main Business Line.

When starting your onboarding to Voice, you have the option to purchase a business line for your business.

If you choose to purchase a business line, you will be prompted to enter your desired area code and select a phone number.

Your Main Business Line will then be available to add to your call flows and begin making and receiving calls.

If you already have a business line you'd like to bring into your HCP account, you can to do so by selecting the Yes option for the question, "Do you have an existing business number, and/or tracking numbers?" when onboarding to Voice.

If you choose to port your existing business phone number, you will be prompted to fill out and submit a Letter of Authorization (LOA) as well as upload your phone bill.

Once porting is complete, the number identified as your Main Business Line on the LOA will automatically be set as your Main Business Line.

You will then be able to add your business line to a call flow and start making and receiving calls in Housecall Pro!

During the "Get started" phase of onboarding to Voice, you will be prompted to select a Primary Number.

Once your onboarding is complete, you will find your Primary Number on your phone number settings page under the Voice drop down menu.

Your primary number will be used for all calls and texts! This includes your automated texts like invoices and estimates, as well as your SMS campaigns through the Marketing Center product.

After you complete your onboarding to the Voice feature, you will have the opportunity to port any existing business numbers.

Once porting is complete, the phone number you initially selected will become a Call Tracking Number and the number identified in your LOA as primary will become your Primary Number.

To get a new call tracking number:

Start by clicking on the gear icon in the top right corner of your Housecall Pro account, then select 'Phone numbers' under the Voice section of the Settings menu on the left.

Next, click on the 'Get New Number' button at the top of the Phone numbers settings page.

From there, please choose a lead source from the drop-down, or create a new one.

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.

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

Once you have selected a number, click 'Save' in the bottom right corner of the window.

From there, you will be prompted with a dialog box which provides instructions for adding your tracking number to your advertising source.

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

To delete your call tracking number:

Start by clicking on the gear icon in the top right corner of your Housecall Pro account to access your account settings, then select 'Phone numbers' under the Voice section in the menu on the left.

Next, click on the three vertical dots icon to the right of the number you would like to delete and select "Delete call tracking number" from the drop-down.

From there a dialog box will appear and prompt you to type "Delete" to confirm that you actually want to delete this call tracking number.

Next, click the 'Delete' button in the bottom right corner of the window.

To edit your call tracking number:

Start by clicking on the gear icon in the top right corner of your Housecall Pro account to access your account settings, then select 'Phone numbers' under the Voice section in the menu on the left.

Next, click on the three vertical dots icon to the right of the phone number you would like to edit, then select "Edit destination or lead source" from the drop-down.

From there, you will be prompted with a dialog box to make changes to the lead source or destination number. Make your changes and click 'Save' in the bottom right corner of the window.

We have provided a set of instructions for adding your call tracking numbers to the most popular lead generation platforms so that you can easily get your tracking numbers set up properly:

Here's how you set up your VoIP call flow, which will dictate how your calls go through the system.

Call flows allows you to forward calls based on hours, configure how you want your calls to ring on HCP web, and which audio file you want to be played for your voicemail.

Start by clicking on the gear icon in the top right corner of your Housecall Pro account to access your account settings, then select 'Call flows' under the Voice section in the menu on the left.

Next, to create a call flow click on the "Create call flow" button.

From here we provide a template to help get you started.

Click the blue "Next" button in the upper right hand corner to configure how the call goes through the system.

To begin editing a call flow, click the ellipses (three vertical dots) to the right of your call flow row, and select "edit call flow".

From there, you will be able to rename your call flow by clicking the pencil icon to the right of "Default call flow".

You can also update the widgets in each call flow by selecting the widget and then a right panel will open to allow you to make edits.

The incoming call widget lets you decide which lead sources should be assigned to this call flow. You cannot remove a number from a call flow, but instead can assign it to a new call flow through that incoming widget.

You can choose one of three options in the Call Hours widget:

The simul-ring widget will let you configure who gets rung. You can choose all available web phones, a specific employee, or a ring group. For more details about ring groups, click here.

The send to voicemail widget will send the customer to a voicemail. You can select whether the caller hears the audio file you select or a text-to-speech message which you can configure. For more info on setting up your voicemail library, click here.

The forward widget lets you forward your calls to an employee or to an external number. This will allow you to do rollover forwarding so if you don't answer when it rings on HCP Web, you can forward it to another number.

If you have HCP Assist, we suggest you set up rollover forwarding so that you can forward the call to your answering service. If you don't have HCP Assist and want to learn more, check out this link.

The play a greeting widget will play a message to the customer at the beginning of the call. You can select whether the caller hears the audio file you select or a text-to-speech message which you can configure. For more info on setting up your audio library, click here.

The call menu widget allows your customers to navigate to the right department by simply pressing an assigned number. It can be used to help reduce spam calls and get your customers routed to the right places.

Choosing a Call Menu Template:

Configuring Your Call Menu:

You can add a call queue widget to your call flow. This means that the call will enter the queue and be in a “waiting” state for you to answer the call.

In your call flow, you can add or remove steps to your call flow. There are buttons on the call flow which let you add a step. This will open up a right menu to let you choose which widget to add.

You can also remove widgets by clicking the "X" in the right hand corner on the widget.

Alternatively, you can remove a widget by clicking on the widget and selecting remove step.

You can update (save) the call flow by clicking the blue button in the top right corner called "Update Call Flow".

The process below will walk you through how to upload your audio files so that you can create an experience for your customers that is custom to your business. The Audio library is where you'll add professional phone greetings and voicemails which you can then use in your call flows.

Start by clicking on the gear icon in the top right corner of your Housecall Pro account to access your account settings, then select 'Audio Library' under the Voice section in the menu on the left.

You will start with an empty audio library where you can upload files to add to your call flow.

To get started click on the Upload Audio File button and you will be prompted with a dialog box to name your audio file and attach the file.

After you have uploaded a file, click Save to continue.

If you have an audio file uploaded, you can edit it by clicking the three vertical dots to the right of the file name and selecting "Edit audio file".

From there you will be able to update the name or upload a new file. Once you've done this, click the Save button.

To delete an audio file, click on the 3 vertical dots to the right of the file name and click on "Delete audio file".

Here's how you can create your Ring Group which will dictate who rings when a call comes through the system.

Start by clicking on the gear icon in the top right corner of your Housecall Pro account to access your account settings, then select 'Ring Groups' under the Voice section in the menu on the left.

Next, click the "New Ring Group" button located at the top of the webpage.

From there, add a group name for your ring group and select the employees you wish to be part of your group. Your ring group can contain a maximum of 10 destinations.

Next, click the blue "Create Ring Group" button located on the right-hand side of your screen. Once you've done that, you can add this ring group to your call flow!

To edit your ring group, select the three vertical dots in the table row and then select "Edit ring group" from the drop down.

From there, you can make changes to the name of the group or edit its members. When you're done making your edits, click the blue "Save" button on the right-hand side of your screen.

To delete your ring group, select the three vertical dots in the table row and then select "Delete ring group" from the drop down.

Once you click delete, you will see a confirmation dialog box. Please note that your action cannot be undone.

Here's how to set up call recording so that all calls, inbound and outbound, get recorded.

Once you toggle on call recording for either inbound or outbound calls, you will see a box with an option to play our call recording notice.

If the play call recording notice is turned on then the caller will hear: "This call may be recorded for quality assurance purposes" before the call is connected.

If you wish to turn off that call recording notice, you may toggle it off and a legal disclosure window will open which will inform you about recording laws. You will need to check the box to agree to accept responsibility for compliance of these recording laws.

Once turned off, we will not play the call whisper before connecting the call. It will be your responsibility to inform the caller that the call is being recorded.

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.

To download your call recordings:

Access your call log by clicking the 'Inbox' tab in your HCP navigation bar. Then, select 'Call log' from the menu on the left.

From there, click on a call to open the quick view window, then click the three vertical dots to the right of the recording.

Next, select 'Download' from the menu that appears, and the call recording will be downloaded to your computer.

Here's how to set up call masking so that all outbound calls from the mobile app use your Primary Number.

This toggle ensures that anytime a call is made through the mobile app to your customer that the customer will see your Primary Number 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.

Want to learn how to make call masking calls? Check out this help article.

When you receive spam calls, you can now block those numbers so you no longer receive calls from those spam numbers. When you block a number, any calls from that number will not appear on your call log or use your minutes.

To remove a number from the block list, click the remove button to the right of the phone number and click Remove Number to confirm.

For more information on how to block callers from the intake form or call log, please check out these help articles.

To see how your usage is tracking towards your plan, please use our Voice Plan usage page located under the Voice drop down in the Settings menu. This page will tell you your package name, plan cost, and next billing date.

The Plan usage page will show how many minutes you have used and how many you have remaining.

The Plan usage page will also let you track your days left in the cycle and where you have overage minutes and costs.

If you are no longer on track or are using overage minutes, we will present a warning or error message to let you know you are at risk or over.