Let Us Answer Some Questions For You

You can have multiple numbers under the same account, but remember that you’ll only have access to one set of extensions, meaning no duplicate extensions for each number. however, each of your numbers can have a different greeting and voicemail message and direct callers to the appropriate extension. 

For example, let’s say you have two numbers. You can direct incoming calls for Number A to extensions one and two, while Number B is served by extensions three and four. But extension one can’t serve both numbers.

Additional numbers will cost an additional monthly fee.

Our virtual phone system is the simplest, most intuitive solution for setting up phone lines, extensions, and phone directories as a small business. With local or toll-free numbers, live call forwarding, and more, everyone will think you have the systems of a large corporation. Get the benefits of talking the talk and walking the walk without paying the same price.

Your extensions can forward calls to any number, whether that’s your office, home, mobile, or VoIP phone. Other features include:

• Informational extensions that can relay product info, store hours, driving directions, and more to callers.
• Call forwarding to connect callers with the right employees.
• Ability to assign extensions to different departments or employees.

In short, Telephono offers powerful features that will help your small business appear and act more professionally.

Toll-free and local numbers aren’t currently listed with Directory Assistance (411/Information). You can find alternative options for listing your numbers with a web search of “directory assistance listing.”

As much as we’d love to give you a vintage Garfield phone for some flair, we’re strictly a virtual phone system. We work on top of your existing phone service, so we don’t provide a physical phone. You’ll also need to keep active phone numbers from a third-party provider to make and receive calls.

Not at all! We designed our virtual phone system to work complementary to your existing phone service. Note that this means you’re required to have a third-party provider and active landline or a cell phone number to make and receive Telephono calls.

Calls made to your Telephono number are forwarded to this existing phone, and calls made from your Telephono number are made from this existing phone number. Our phone numbers don’t provide a dial tone.

Don’t worry about your budget! We’ll only charge you for calls handled by Telephono. All your other calls will continue to be billed by your local and long-distance carrier.

At this time, we don’t offer vanity phone numbers.

You can use your login information throughout multiple devices, but individuals who want to use our mobile app must be added as new users with their own username and password.

Signing in online:

1. Click on Login.
2. Enter your username and password.
3. Click Sign In.

Signing in to the mobile app:

1. Open your iOS or Android app.
2. Enter your username and password.
3. Tap Sign In.

Users with extension or admin access can use the online portal to add or remove extensions, determining where incoming calls are routed.

1. Log in to your account.
2. Go to Extensions.
3. Click Add extension, which should be next to either “Department Extensions” or “Employee Extensions”.
4. You’ll see the new extension appear at the bottom of the list.

Telephono account admins manage users and add or remove phone numbers if needed. You can give admin access to a user through the following steps:

1. Log in to Settings.
2. Go to Users.
3. Click Edit next to a user.
4. Click On next to Administrator.
5. Enter your password and click Confirm.

Looking to grow your on-call workforce? We make it easy for you to add users to your Telephono account to help manage calls.

Remember, only admins can add or remove users.

1. Log in to your account and go to Settings.
2. Go to Users.
3. Choose Add new user.
4. Enter the new user’s information and click Add user.
5. After entering your account password, click Confirm.
6. New users don’t have access to extensions or phone numbers, so let’s give them some. Grant extensions permissions by navigating to the drop-down menu next to Extension access. Choose On next to the extension(s) you want users to have access to.

Account admins can update the payment method, billing, and contact information at any time. However, you must manage these changes through our web portal.

1. Log in to your account and go to Settings.
2. Navigate to the Account tab.
3. Modify billing information by clicking Edit next to Credit Card Info.
4. Modify contact information by clicking Edit next to Contact Info.
5. After making desired changes, click Save.

If you have admin access, you can download PDFs of invoices through our website by following these steps:

1. Log in to your account and go to Settings.
2. Navigate to the bottom of your Account tab and use the View Previous Invoices menu to select a desired date.
3. Click Download Invoice.

Currently, we’re only accepting payments made with Visa, MasterCard, or American Express credit cards.

Automatic payments require a valid credit card on file to keep your account in good standing. Consider keeping a second card available in case problems arise with your primary card.

Your account will be billed automatically to your accepted credit card monthly. We determine your billing date by the day of the month you initially purchased our service.

If you want to change your billing date, contact Customer Support.

Yes, you can change your plan when you want. All you have to do is choose a new plan from your account settings.

Upgrade your plan, and changes will take effect immediately. Downgrade it, and changes take effect at the beginning of the next renewal date.

Account admins can update or downgrade an account’s subscription plan. Learn more about our pricing here.

If you’re downgrading a plan, you won’t see changes take effect until your next renewal date.

1. Log in to your account and go to Settings.
2. Navigate to the Account tab and select a plan you wish to switch to.
3. Confirm by clicking Yes, change my plan.

Overages don’t apply to prepaid plans because they require upfront payment to use the service. Additionally, the super admin of an account can set their own restrictions for the number of calls and minutes users can take. Once you use these up, you’ll have to upgrade your plan.

The USF allows us to recover the costs of mandatory contributions to the Federal Universal Service Fund (FUSF).

The FUSF is a program administered by the U.S. government that subsidizes telecom and broadband services for people in rural and high-cost areas and low-income consumers, schools, libraries, and healthcare facilities. The Federal Communications Commission (FCC) requires companies offering telecom services to contribute a percentage of interstate and international revenues. Still, it allows us to recover the cost of FUSF contributions from customers.

The FCC sets FUSF contribution rates quarterly, so the FUSF amounts collected on your invoice may also be subject to change.

We don’t offer tax discounts for nonprofit or tax-exempt organizations.

Telephono is subject to telecom taxes at federal, state, and local levels, which means that the taxes and surcharges on your monthly invoice will vary depending on location. As tax laws and rates change, the amount of taxes you pay will also change. Please view our Terms of Service for more information on taxes and fees.

We provide a quote during the sign-up process to give you an idea of how much you’ll pay, including applicable taxes.

Local Numbers

It’s unlikely you’ll experience any downtime if your current provider doesn’t disconnect your number after releasing it to us. They’ll have control over your number until they complete the transfer process on both their end and ours.

If your phone number is not working before the transfer completes, contact your current provider.

Toll-Free Numbers

While not likely, it’s possible that your toll-free number may be temporarily unavailable during the last steps of the transfer process, depending on the providers involved. To avoid this, keep your former provider account active until the transfer is complete.

This term refers to the account number tied to your existing provider, not your Telephono account number. For example, if you’re transferring an AT&T landline number, you’ll need to have your AT&T account number on hand.

Your current phone provider won’t transfer your number until they receive an LOA from our underlying carrier, including the end user’s authorization. Our online transfer process walks you through a form to collect all the necessary information for an LOA. You’ll have 30 days to complete the LOA (sign it and date it).

Our team will contact you through email if your number is rejected with an explanation for the rejection. The most common reason for rejection is a mismatch between your current account's authorizing name or address and those found in your Letter of Authorization.

Contact your existing carrier to get the correct information. This means requesting a Customer Service Record for local numbers, which you must do yourself. Most providers require the account holder to contact them directly, and FCC regulations prohibit us from making these changes for you.

With the correct information in hand, proceed as follows:

• If your existing carrier tells you the information is correct and that you need to resubmit your transfer request without any changes, reach out to our customer service team. We'll resubmit your transfer request.
• If you get updated information and need to make changes to alocal number transfer request, reply directly to our email informing you of the rejection and let the team know what those changes are. This helps our team resubmit the information with the exact new details. Include all required supporting documentation.
• If you get updated information and need to change a toll-free number transfer request, submit a new online transfer request with updated information. You can also print out an old Letter of Authorization, cross out incorrect information, and initial and date each change.

If you face rejection while transferring a phone number out of Telephono, obtain a Customer Service Record and ensure you have the correct information before submitting your request again to your new provider. Each number has its own billing telephone number.

We will remove a number from our inventory during the sign-up process when you reserve it to make sure someone else doesn't take it.

In the event you can’t find a phone number you reserved, contact our customer service team. Likely, it’s still available, and we just need to add it to the account.

Transferring a toll-free or local number to Telephono is easy. Just follow the steps below:

1. Check the transfer eligibility (local numbers only). Specific phone numbers are not eligible for transfer. This includes those with DSL connected or with a contract that restricts transfers.
2. Sign up with an account. If you don’t have one yet, sign up now and return to these steps once you’ve logged in to your account.
3. Gather the info you need for the transfer request. We’ll need specific details before initiating a phone number transfer. Make sure you have access to all necessary information from your existing contract.
4. Open a transfer request. Use our Phone Number Transfer Request Form to open a ticket with our customer service team when you're ready.

We recommend that you don’t cancel your service with your current provider right away, or you’ll lose your working number while they complete the transfer.

Everything starts with our online transfer request form. You and our transfer team will receive copies of your LOA when the form is submitted, and our team will reach out to your current carrier to start the transfer process. We’ll notify you as soon as we assign a tentative date to your transfer.

Note that if your carrier rejects the transfer request, we’ll notify you ASAP. If we don’t reach out, then we’re on track to transfer your number.

Our team won’t be able to check the status of your transfer out of Telephono. Contact your new provider for updates.

Initiating a phone number transfer requires specific details about your existing contract with your phone carrier. Make sure you can access this info easily before starting on the form.

You can request a copy of your Customer Service Record to confirm you have the most up-to-date, correct information. Discrepancies can cause a rejected or delayed request.

The following information is required:

• Existing phone number(s) to transfer: This is the local, toll-free, or Canadian number you want to move from your existing carrier to Telephono. You can add multiple local numbers on one form, but each toll-free or Canadian number requires a separate document.
• Telephono phone number: We give each new account a unique phone number, which might be temporary while your transfer goes through. You must include one of these numbers to tie your transfer to an account.
• Authorizing name: The account holder’s name exactly as it appears on your existing phone provider’s documentation.
• Billing phone number: This is the phone number affiliated with your current account with your current provider.
• Current service provider: Verizon, AT&T, T-Mobile, etc.
• Address: Provide the actual physical service address listed with your current provider, keeping in mind that they can’t transfer numbers with a P.O. Box.
• Account number (wireless numbers only): This is the account number tied to your current carrier. The format will vary depending on your carrier, but you can often find it on a billing statement.
• Account PIN (wireless numbers only): Most providers require this for security, like a password. The best way to know if you have a PIN is by contacting your carrier.
• Last four digits of SSN (wireless numbers only): This is the social security number of the current account holder for the transferring number.
• Tax ID number: Only applicable for business accounts.

Each type of phone number has its own timeline for transfer completion. No matter what, you should wait to test your new number a few times before using it in any advertising materials.

• New toll-free or local phone numbers are usually active within minutes of signing up.
• Transfers of existing toll-free phone numbers typically take 3-5 business days to activate.
• Transfers of existing local phone numbers are generally active in approximately 7-10 business days.

Don’t get stuck without a phone number! Don’t cancel your account with your current provider until your transfer is 100% complete.

Leave everything as it is until we contact you to let you know the transfer is complete. Note that you’ll still need to have an active phone number from a third-party provider because we’re a virtual phone system working on top of your existing service. This means you may need to keep your account active.

All Telephono numbers can receive incoming calls even from outside the continental U.S. and Canada. Still, we currently don’t offer the ability to make outbound calls to those same places.

Hawaii and Alaska aren’t part of the continental U.S. and so are considered offshore numbers. You can receive calls from these states but won’t be able to make calls to them.

With WiFi calling, you can use a wireless network to make and receive calls, texts, and more when your cell service isn’t strong enough or available. Our mobile app lets you make and receive calls using a WiFi network, with inbound calls counting against your minutes.

You’ll need to enable the option before it’s available.

Yes! You’ll want to use the call keypad and dial a number from inside the mobile app. You might see your phone’s regular phone interface come up, but you’ll still be using your Telephono account, and your Caller ID will show your Telephono number.

Our systems are not intended or designed for dialing 911 or other emergency numbers. Please use your phone’s dialer instead.

You can send calls directly to you, bypassing the main greeting. If you don’t have multiple extensions, you can send calls to the default extension 0.

First, you need to set up the extension’s call-forwarding settings.

1. Log in to your account.
2. Setup call-forwarding settings. If you've done this already, go to Step 3.
3. Go to Settings > Numbers.
4. Select Transfer to extension… next to your Telephono number.
5. In the ensuing drop-down menu, select the extension you set up.

To send all phone numbers for a Telephono account to voicemail:

1. Log in to your account and go to Settings.
2. Select Numbers.
3. For each desired phone number, choose Transfer to extension… and then the extension number.
4. Turn off call forwarding for the extension by following the steps below.

To send a specific extension straight to voicemail:

1. Log in to your account and go to Extensions.
2. Next to the desired extension, click Edit.
3. Set listed numbers to Off under Where should we forward callers.

You’ll only be able to transfer inbound calls received on Telephono to another extension.

To transfer calls on your mobile device, follow these steps:

1. Press Pound twice (##) to place a caller on hold.
2. Press 2 to transfer the call.
3. Enter the extension number followed by the pound key (#).
4. Press 1 to transfer the call immediately, or press 2 to remain on the line then press Pound twice (##) to complete the transfer when ready.

Make a call from the mobile app:

Before starting, confirm that your cell phone number is entered correctly in the app under Settings > My Mobile Number. Note that this is not your Telephono number but the number of the device you’re calling from. If you don't enter your cell phone number correctly, you won’t be able to make calls from the app.

1. Log in to the app.
2. Tap Call.
3. Enter the number you wish to call.
4. Tap the green Call button.

Enabling WiFi Calling will default calls from the mobile app to WiFi provided there’s a strong signal. To activate this setting, go to Settings > WiFi Calling > Enable.

The extensions that are part of your account help route calls within our system. All of our accounts come with the default Extension 0 because you must set at least one extension to receive calls.

There are two types of extensions: Department and Employee. Functionally, there’s no difference. In practice, the only thing separating them is that Department extensions use the numbers 1-6, and Employee extensions use 3-digit numbers. You can assign Department extensions to employees and vice versa.

If you’re looking to change how long your phone rings when someone calls your extension, just follow the steps below.

Keep in mind that setting this option too low won’t give you enough to answer before sending the call to voicemail. We recommend 25 seconds or more.

1. Log in to your account and go to Extensions.
2. Next to the relevant extension, click Edit.
3. Choose Edit next to each call-forwarding number.
4. If you have Calls will connect to you as soon as you pick up selected, set the ring time to 180 seconds or more.
5. If other options are selected, we recommend a ring time of 25-40 seconds.
6. Click Save & Close.

You can create custom greetings for your extensions as long as you have extension access.

1. Log in to your account.
2. Go to Greetings > Show other greetings next to an extension.
3. Select Change greeting next to a greeting.
4. If you want to use an existing greeting, click Use.
5. Click Create new greeting to record a new greeting. Once created, you can select it through the Use option.

Once you’ve recorded a greeting, it’ll be saved for future use to any extension.

You can tie up to three numbers to any one extension. Our system will dial each number for the ring time you select. Our default is 40 seconds, which is about 10-12 rings. You can shorten this time by clicking Edit next to the forwarding number.

Note that if you set up your account to ring until you pick up the call, this may affect how long callers will be on hold.

If you have extension or admin access, you can add or delete extensions through our online portal by following these steps:

Adding an extension:

1. Log in to your account and go to Extensions.
2. Click Add extension next to either Department Extensions or Employee Extensions.
3. Your new extension will appear at the bottom of the list. You can now edit its settings.

Deleting an extension:

1. Log in to your account and go to Extensions.
2. Click Edit next to an extension.
3. Go to View Details > Delete Extension.
4. Click OK to confirm and delete.

Yes, you can! You can customize many of the greetings available to meet your needs. You can choose from the following options:

• Recording your greeting by phone.
• Recording your greeting through your computer’s mic.
• Upload an MP3 audio file.

As the first thing a caller hears when they contact your Telephono number, it’s crucial to have a great main greeting. We offer a default greeting, but you may want a customized one that suits your business. Before recording it, we recommend that you write a script to know what you’re going to say.

With script in hand, choose from one of our recording options:

• Record via phone
• Upload audio file
• Record via computer

Create a customized main greeting by doing the following:

1. Log in to your account and go to Settings > Greetings.
2. Click Change Greeting next to Main Greeting.
3. Select Create new greeting.
4. Select a recording option.
5. Select Use to begin using your new greeting.

It may take a few minutes for your greeting to be active, but it will play whenever callers contact you once it is. You can confirm you set your Telephono number to play your greeting by going to Numbers and selecting it.

1. Log in to your account and go to Settings.
2. Navigate to the Main Greetings tab.
3. Click Change Greeting next to Away Greeting to find a library of away greetings, including customized ones and the system’s default message.
4. Click Use to select a greeting or Create new away greeting to record a new one. 
5. Options allows you to select additional customization options.

Changing a default greeting requires you to record a new greeting. When you’re ready to change the main greeting, do the following:

1. Log in to your account and go to Settings > Numbers.
2. Next to your Telephono number, open the drop-down menu and select the greeting you want.

Our online portal allows you to delete unwanted greetings. You’ll see a trash icon next to the Listen button. Click on it to delete the recording. 

This only works with Main Greetings. Only our customer service team can remove extension greetings.

Try the following troubleshooting steps. If you’re still experiencing problems, contact our customer service team.

1. Make sure you registered the correct mobile number.
2. Confirm you selected the correct extension.
3. Confirm the correct Access Number is selected.
4. Attempt to disable WiFi Calling.
5. Reinstall the app.

Before downloading and using the app, you must be a registered user through our online portal. Once you’re ready, follow these steps:

1. Download the iOS or Android app to your phone.
2. Enter your username (or email address) and password.
3. Enter your mobile number to register your cell phone as a trusted device for outgoing calls.
4. Tap the arrow in the upper right corner and then Yes to confirm your mobile number.
5. Allow app notifications when prompted for an optimal experience. We’ll be able to notify you of voicemails and missed calls.
6. Select an extension to use for outbound calls, which will only show up in the call log.

When you bring up your voicemails, all you have to do is swipe left! You’ll see a red button that will allow you to delete the voicemail.

This error means that the user doesn’t have permission to view any extensions.

Users with admin access can update this: 

1. Log in to your account and go to Settings.
2. Go to Users.
3. Next to the user’s login, find the Extension Access drop-down menu.
4. Select On for the extensions a user needs access to.
5. With at least one extension successfully assigned, a user can log in to the mobile app.

The app itself doesn’t store your contacts; it only syncs with your phone’s Contacts app to find and display contact names. It will transfer the same sorting settings you’ve selected for your device. So if you’ve recently changed your Contacts app setting, sign out and in again to force an update.

Our customer support team is always here to help! Find what you need with the resources below.

We recommend using the contact options in our Contact Us page.

Note: For quicker help, have the following information on hand:

• Account number (Telephono number)
• 4-digit Primary PIN of the account

Web portal:

• Latest version of preferred web browser (Chrome or Firefox recommended)

Mobile app:

• iOS 10.0 or later
• Android 5.0 Lollipop or later

We’re always happy to hear what our customers think of us. Feel free to take a minute or two to write us a review.

This is your Telephono number. If you have multiple numbers on your account, you can use any one of them as your account number. 

If you mean your account number for a different carrier, contact them to get a Customer Service Record. Obtaining a CSR is the first step you should take if you’re looking to transfer your phone out of Telephono.

You can delete or move phone numbers from your Telephono account, but you won’t be able to do it yourself. Contact our customer service team to submit this request. 

Note: For quicker help, have the following information on hand: 

• Account number (Telephono number)
• 4-digit Primary PIN of the account

Your Primary PIN is a 4-digit number that verifies your identity when making account changes. We’ll generate one for you automatically when you sign up, but users with admin access can change it. 

1. Log in to your account and go to Settings.
2. Find the Primary PIN section in the Account tab. 
3. If you want to change it, use the text field to enter a new 4-digit code.

If you have admin access, you can add phone numbers to your Telephono account. Your chosen plan, or the type of number you're adding, will determine any fees. If you go above your allotted numbers, you’ll incur an extra fee per month, per number.

1. Log in to your account and go to Settings.
2. Go to the Numbers tab.
3. Click Add Number.
4. Using the Add a number drop-down menu, view and select from the available options. 
5. When you have the number you want selected, click Yes, add this number to my account. You’ll see any fees on your next billing statement.

You can change the contact name tied to an account, but not online or through the app. This is a serious matter, and we have precautions set up for your security.

You will need to send a written request to the customer service team by submitting a ticket.

This change request letter must include all of the following:

• Written on company letterhead
• Hand-written signature
• Account number
• Billing information (last four digits of your CC and billing address) and email address on file
• Primary PIN of the account
• Contact name on file
• Contact name you want to change to
• Copy of a recent invoice

You can log in to your account to find your Telephono number(s). You can use any of these numbers as your account number. 

• All phone numbers are listed at the top right of every page under Your Phone Numbers on our online portal.
• In our mobile app, find all numbers on the Settings screen.

The app doesn’t store contacts directly. It syncs with the Contacts app on your phone. This means that to update contacts in the Telephono, you need to change them in your iOS or Android Contacts app. 

You can access your Contacts app from our app: 

1. Tap Recent in the toolbar.
2. Find the most recent call from the contact and swipe left. 
3. Select Edit contact from the gray More icon.
4. This will open your phone’s Contacts app, where you can make desired changes.

You’ll usually be able to reactivate your account online. 

1. Go to our online portal. 
2. Enter your lapsed account’s username and password.
3. When logged in, we’ll walk you through the reactivation process. Click Reactivate Account to start.

If there are any issues, contact our customer service team for help.

When transferring your account, you’ll have to choose whether your line will have a Local or Toll-Free number. This is your account type. 

If you have a toll-free account type, you’ll need to specify a business name on your LOA. If you’re unsure, contact your current provider to verify your account type.

First, you’ll need to make sure to pay any outstanding bills or fees. Once that’s cleared, you’re free to cancel your account at any time. The process will change slightly depending on whether or not you want to keep your number.

If you’re keeping your number

You’ll transfer your Telephono number to another carrier, which your new carrier will do for you and not our team. Make sure your new carrier confirms a successful transfer before you cancel your account with us. After that, call our customer service team with the following information: 

• Account number (Telephono number)
• Your account’s 4-digit Primary PIN
• The last four digits of your credit card on file
• Your credit card’s billing address

If you’re not keeping your number

Call our customer service team with the following information:

• Account number (Telephono number)
• Your account’s 4-digit Primary PIN
• The last four digits of your credit card on file
• Your credit card’s billing address

First, you’ll likely receive an email notification letting you know about the voicemail, which will include the recording attached. You can download the audio file from your email and save it. 

You can also find voicemails on our web portal and mobile app. We recommend downloading messages as soon as possible to avoid lost data, as we delete voicemails every 30 days. 

Here’s how to download voicemails:

1. Log in to your account.
2. Navigate to the Voicemails tab.
3. Click More next to your voicemail.
4. Select Download message.

Note that if your account is deactivated, voicemails on our platform won’t be accessible.

You can choose to let callers leave messages on your personal voicemail instead of our system’s voicemail with the direct connect option.

1. Log in to your account and go to Extensions.
2. Click Next to the desired extension.
3. Next to the desired forwarding number, click Edit.
4. Select Calls will connect to you as soon as you pick up under How should Telephono handle calls to this number?
5. Set Ring for… settings to 180 seconds.
6. Click Save & Close.

Website

Sign in to your account and click Messages & Calls. You’ll have the option of choosing between all messages or calls received, as well as deleting messages or calls.

Mobile

Our iOS and Android apps allow you to check messages from your cell phone.

Dial in

1. Dial your Telephono number and press Star (*).
2. Enter your extensions number, followed by Pound (#).
3. Enter the PIN number for your extension, followed by Pound (#).
4. Press 1 to review messages.

There are no limits to how many messages our system can store, but we only keep messages for 30 days. Send the message to your email address or save the file to your computer if you wish to keep them.

You can find these options under the More drop-down menu in your Messages tab.

Yes, your callers will need to hear the entire voicemail greeting before they can leave a message.

Just swipe the message to the left! You’ll see a red button that will allow you to delete it.

Definitely! You can use the More drop-down menu in the Messages & Calls section of the All Messages tab to see the relevant options. We send messages via email in mp3 format.

Keeping your messages is easy. Simply download them straight from us. 

You can also forward them as email attachments. You can find these options under the More drop-down menu in your Messages tab.

Yep! Follow these steps to add additional email addresses for your extensions:

1. Log in to your account and go to Extensions.
2. Click Edit next to the name of your extension.
3. Scroll to Where do you want messages sent to.
4. Select Add email address.
5. Input the desired email address and click Add.

Indeed you will! We’ll email you when you get a voicemail. You can update the email we send these notifications to by going to Extensions, then Edit and scrolling to Where do you want your messages emailed to.

You can change this email address at any time or add several different email addresses, so multiple people receive a notification.

Our system doesn’t notify you of missed calls by email, but our mobile app provides push notifications for missed calls and voicemails.

Admins can run reports and access them for up to 90s days. There are 2 types of reports available.

User Availability

Includes information on the availability of each user on an account.

User Stats

Includes specific metrics per user, including number of calls answered, missed, etc.

You can run a User Availability or User Stats report and view specific types of call data, but this option is only available to users with admin access. You can find past reports through our web portal for 90 days; we delete all data after that. Our customer care team can’t run reports for you.

You can access past reports by following these steps:

1. Log in to your account and go to Reports.
2. Select the report you want and click Run Now.
3. Choose your customization options when prompted and click Save & Run.
4. You’ll see the pending report at the bottom of the page, under My Reports. The report may take a few minutes to complete, depending on the amount of data. 

When ready, it will display “Complete” under the Status column. You can download the file by clicking the CSV icon under Download.

​​We offer you the ability to send calls straight to voicemail, but sometimes tech works in weird ways. If you didn’t set this up yourself, there might be a few things causing things to get a little loopy. 

Is call forwarding disabled? 

A lack of call forwarding numbers means calls made to extensions go straight to voicemail. Enable call forwarding.

Is the ring time too short?

Your phone may not be ringing long enough to give you time to answer, sending callers straight to voicemail. You can extend this setting in your account settings.

Is your main greeting properly enabled? Did you customize a main greeting? 

Make sure that Play my main greeting is enabled under Settings > Numbers. Our default greeting tells callers to press 0, so if they do that and you have disabled call forwarding, callers go straight to voicemail.

Is your phone number listed more than once for an extension? 

Accidents happen, so we urge you to double-check your listed numbers on an extension’s call forwarding settings. If you accidentally put down your number twice, we might configure one of them to go straight to voicemail.

Is “Silence Unknown Callers” enabled? 

iPhone users running iOS 13 or higher should double-check their call blocking feature. This sends unknown callers, which includes Telephono calls, straight to voicemail. Add your Telephono number as a contact or disable the option under Settings > Phone > Silence Unknown Callers.

Look into the call forwarding settings for that extension and phone number. When you enable “direct connect,” unanswered calls go directly to your personal voicemail.

You can set call forwarding numbers to “call announce” or “call screening.” 

If you’re not receiving push notifications for missed calls and voicemails, check both your app settings and the general notification settings on your mobile device. Follow the steps below to learn how to check to ensure you set everything up correctly.

Mobile App Settings

1. Open the app and go to Settings. Scroll to and select Sync & Notification Settings.
2. Make sure you check all boxes for extensions that you want to be notified of on this device.

When you first install the mobile app, we'll ask you to permit it to turn on push notifications. You can turn these notifications on manually.

iPhone Instructions

1. Go to Settings, then Notifications.
2. Find Telephono.
3. Toggle the notifications setting until you turn it on.

Android Instructions

1. Swipe down from the top of the screen and reveal the Notifications box.
2. Tap on Settings (the gear icon).
3. Tap the Notifications button. You may have to scroll down.
4. Toggle the slider to enable the setting.

If the Telephono app is not under Notifications, you’ll need to delete it and reinstall it. This will force your phone to ask for permission to push notifications again.

This usually happens because you’ve recorded your voicemail greeting as a main greeting on your account, which won’t allow callers to leave a message.

Never fear. We’re here to help!

You can send callers directly to voicemail when dialing your number, but you’ll need to configure settings differently:

1. Go to Settings.
2. Click on the Numbers tab.
3. Use the drop-down menu next to your phone number and select Transfer to extension.
4. Select an extension.

Once the above steps are complete, you need to input the correct phone number within your extension.

1. Click on Extensions.
2. Select Edit next to the name of the extension from step 4.
3. Delete any number in the call forwarding section.
4. Save & Close the call forwarding section.
5. Save & Close next to the extension name.

This message will play on your extension when you set your call forwarding options to ring “indefinitely until someone picks up.”

You can change this setting and prevent callers from hearing this message:

1. Log in to your account and go to Extensions.
2. Click Edit on the extension in question.
3. Click on Options below the forwarding numbers.
4. Change the option for This extension should call each of my phone numbers to In order, just once.

Try the following troubleshooting steps.

1. Verify that you gave your username access to the extension you want to get voicemails for. Learn how to view and update extension access.
2. Confirm you enabled notifications on your app. Go to Settings and scroll to Sync & Notification Setting. Confirm you checked all boxes for the relevant extension.
3. Confirm that your mobile number is associated with the app. Go to Settings and then My Mobile Number. The number listed should be the number associated with the device you’re using.
4. Uninstall the app, restart your phone, and reinstall the app to refresh the application and allow stuck voicemails to populate.