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Calls

How to receive calls to your number on the mobile app

Go to Settings › My Staff, edit the user, open Call & Voicemail Settings, pick the Inbound Number, check Mobile app under Forward Calls to and save. On the phone, give the app microphone and notification permissions and let it run in the background.

Updated on

Before you start

  • You need a number purchased in your account and assigned to the user (or the user must be among the people who receive calls to that number).
  • The Elooo System mobile app must be installed and signed in on the phone.
  • You need access to Settings › My Staff (or ask your admin to do the CRM part).
Where to find it

Settings › My Staff › Edit › Call & Voicemail Settings › Forward Calls to › Mobile app

Step by step

In the CRM (desktop)

  1. Open Settings › My Staff.
  2. Click Edit on the user who will answer on their phone.
  3. Open Call & Voicemail Settings.
  4. Under Inbound Number, pick that user's number. If the number is shared, leave it blank: the call arrives through the number's own configuration.
  5. Under Forward Calls to, check Mobile app. You can also leave Web app and the personal number checked; they all ring at the same time.
  6. Click Save.

On the phone

  1. Open the app and accept the microphone and notification permissions when prompted.
  2. In the phone's settings, allow the app to run in the background.
  3. On Android, turn off battery optimization for the app; otherwise the system may kill it and calls won't ring.
  4. Have someone call the number: the call should show up on the phone screen like a regular call.

Tips

  • You don't need to keep the app open: it just needs to be in the background with notifications on.
  • If you're signed in on several devices (up to 10), they all ring; as soon as you answer on one, the others stop.
  • Turn on the missed-call text back so callers you can't pick up get a message right away (see the related article).
  • To transfer a call you received in the app, use the Transfer button on the call screen.

Common problems

  • The app doesn't ring → Make sure Mobile app is checked and saved in the user's profile; then check notification and background permissions on the phone.
  • It rings one day and stops the next (Android) → Battery optimization is shutting the app down. Turn it off for the Elooo System app in the system settings.
  • I have access to several accounts and calls stopped coming in → The app only receives calls from the last account you switched to. Switch back to the right account inside the app.
  • There's no purchased number and the app opens my phone's dialer → Without an active number in the account, the app uses your SIM to call: the call goes out from your personal number and isn't recorded or logged in the CRM. Buy and assign a number to use the Elooo System phone system.
  • Audio cuts out or the call drops → Switch from Wi-Fi to cellular data (or the other way around) and close apps that are using the network; see the article on call quality.

Frequently asked questions

Can I get calls on the app and on the computer at the same time?

Yes. Check both under Forward Calls to. Answer wherever is convenient and the other one stops ringing.

Is a call answered in the app logged on the contact?

Yes. Calls through the Elooo System phone system appear in the contact's history and in Conversations, with a recording if recording is on.

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