Note: The new Voice Onboarding flow, as detailed below, is in Alpha release and not yet available to all new Voice users.
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.
Check out this tour in the product.
First time setup
When you are first setting up your VoIP experience, you will go through our onboarding flow. You can start this flow by clicking the blue "Get started with Voice" banner on your homepage, or access the flow from the Inbox or Settings pages.
The flow consists of the three steps. After these are completed, which should take less than 10 minutes, you'll be ready to use VoIP.
Purchase a new number
The first step in the onboarding flow will guide you through purchasing a new number. If you would like to port over an existing number, this can be started after completing the onboarding flow. Purchasing a new number will allow you to get started with VoIP features right away while you wait for your existing number to be ported.
First, select Get your number and enter a 3-digit area code to view available numbers. After selecting a number, you will be prompted to verify your business information to register your number and Caller ID. Verifying your business information will improve the deliverability of communications sent through Housecall Pro.
Test your system
Housecall Pro's VoIP product requires access to your notifications, microphone and speaker to work. This step of the onboarding flow will check to see if you have the necessary permissions enabled.
First, click "Test My Notifications" to trigger a test notification similar to the below. This will appear on the upper-right corner of your screen. If you need help configuring your notification settings, please see Configure your Browser and Desktop Settings for Calls.
Next, a ringtone will play through your default speaker. A similar ringtone will be used to alert you of incoming calls. Click Yes after listening to the ringtone. Please see Configure your Browser and Desktop Settings for Calls. for help on changing your default speaker.
Next, the onboarding flow will test access to your microphone. Speak and then pause to hear a recording of your voice. It's normal for the recording to be slightly cut off. Please see Configure your Browser and Desktop Settings for Calls. for help on changing your default microphone.
Meet your dialer
The last step of the onboarding flow guides you through a tour of your dialer, which is where you will make and receive calls. This tour will launch in a separate tab. Follow the prompts on the dialer to learn about its features and function. You may need to enable notifications again via a banner on the top of the dialer.
After completing the dialer tour, return to the onboarding screen. There, click Confirm to mark the dialer step as complete or click Cancel if you'd like to take the tour again. After confirming you have completed the dialer tour, a confirmation message will display.
From the above screen, you choose to take a tour of Voice settings, go to your call log or initiate the porting process. If you choose to go to the call log or port numbers page, you will still be able to take a tour of Voice settings later.
Port a number
If you have a business line that is crucial to your business then the porting process is the right selection for you. However, please be aware that it will take 1-3 weeks to get that number ported. When you do port, you will be able to port over your main business number and any other call tracking numbers you wish.
You can initiate the porting process by clicking Port Number on the Phone Numbers page.
Porting Over Your Existing Phone Number(s)
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.
Please attach those documents below the steps
Once you have attached your documents, you may click Initiate the Porting Process and you will get a confirmation dialog
You should also receive a confirmation email which has the documents you submitted attached.
Our HCP support team will then submit the request through Twilio and reach out to you via email to progress the process along.
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:
Note: If you are porting, please make sure you keep your current carrier until you have successfully ported into Housecall Pro.
In particular, if you are coming from Service Titan, we’ve had issues with them in the past. They seem to have a rigid policy of releasing your number the day your service ends and will not hold it until you port into your new carrier is complete. Some carriers (like Housecall Pro) have more flexible policies for maintaining your number a certain number of days past cancellation. Even so, we advise you to wait and cancel until after your port is complete to avoid losing your business line.
Porting Away
If you ever want to port away your number, then you will need to follow your new carrier's port process. Lastly, if you want to port a number back in again, chat us in the blue bubble or email porting@housecallpro.com
Setup your VoIP features
Now that you have gone through the first time setup, you will want to configure your VoIP solution so it works for your business.
Under Phone Numbers, get a call tracking number to track your lead sources
Update your custom audio files including greetings and voicemails
Set up your call flow so you can create an optimal customer experience
Setup call masking for your technicians
Learn how to monitor your plan usage
Setup your HCP Account for VoIP
Lastly, you will want to setup your browser and desktop so that it works with our VoIP solution. Follow these steps to ensure you can hear your calls, receive desktop notifications, and trigger the intake flow.