Frequently Asked Questions

How can I check to see if my network is fully set up to support CloudCall?

One of the first things to check is your available bandwidth which will give you an initial indication of your current call limits. You can do this using the links below:



Our Service Delivery Team will also provide you with a document to work through to ensure that your local network configuration is optimal for using CloudCall services or alternatively we can also offer you a tailored Network Discovery as part of your implementation which will ensure that you have an available Network Specialist to assist with any configuration needed.

What is a Click Device?

A Click Device is a term that we use to describe the phone that you wish to use when making an outbound Click Call, for example, your mobile phone. This will also serve as the phone that you will receive your inbound calls on, if you are using our Campaigns feature or if you have Auto Forward enabled on your CloudCall account.

You can add a new Click Device to your account at any time and can set it to be any phone, anywhere in the world, wherever you are working.

Will using my mobile phone as my Click Device incur additional call charges from my mobile phone service provider?

No. Calls made to your mobile phone by our platform (when it set as the current Click Device) will not be charged by your mobile phone provider as the calls are presented to you as an incoming call.

There might be exceptions to this – if you are outside of the UK and you have a UK mobile phone provider, they may charge you for receiving incoming calls whilst you are roaming in another country.

You should check with your mobile phone provider to confirm what calls your current package includes.

Do I need to inform callers that we record our calls?

This is dependent on where you are calling and which country you are calling from. There are a lot of online resources specific to the laws of telecommunication in your local country and we strongly recommend that you ensure that you are compliant.

CloudCall offers the ability to be fully compliant with the telecommunication laws of all countries.

Can I utilise inbound screen popping if I’m still using my own phone system?

Yes. CloudCall allows you to have inbound screen notifications of your inbound calls whilst continuing to use your own onsite phone system. If requested, this will be set up during your implementation process.

How do I change my personal greeting using my phone?

From your own CloudCall account number Dial *98 to call into your personal mailbox. Select option 3, then 3 again to access the greetings menu, now choose option 2, and then press 2 to again to record your personal voicemail greeting.

How do I access my voicemails using my phone?

Dial *98 from your CloudCall phone.

Alternatively, you can access your voicemails from any phone by dialling +443303355555 (EMEA Customers) or +18572023100 (US Customers). You will need your PIN number in order to do this, if you do not know this please ask your CloudCall Administrator.

Please Note: This requires your Voicemail Message storage options to be set to – Copy, Phone Only or Notify.

Can I start a conference call from my Polycom?

This is dependent on your model of Polycom but most will allow you to start a 3-person conference call using a similar method to the following.
Based on the Polycom IP331 (320/330 Series) phone:

  1. Make a call to the first person you wish to have a conference call with and wait for them to answer.
  2. Press the Conf soft key on your Polycom. This will put the first call on hold and allow you to dial out to the second person.
  3. On your Polycom, dial the number of the second person and press Dial.
  4. When they have answered press the Conf soft key again and all 3 calls will be joined together.

My headset isn’t working, is this a CloudCall Communicator problem?

It is highly unlikely but there may be some configuration needed on the CloudCall Communicator if anything has changed on your PC/Mac or with regards to your headset configuration.

In virtually all cases the CloudCall Communicator is entirely reliant on your local PC/Mac audio settings and as such this is the first thing to check.

If you can hear audio through your headset when, for example, watching a video or listening to some music then you should be able to check the audio settings on your CloudCall Communicator to ensure you can also hear your calls properly.

If you cannot hear the audio whilst playing a video or some music then you may have a problem with your headset or your PC/Mac settings, please address this before trying to use your CloudCall Communicator.

If you are able to confirm that audio is working through your headset normally, the next thing to do is run the Audio Wizard for the CloudCall Communicator:

  1. On the CloudCall Communicator, select Settings at the top of the window, followed by Audio wizard.
  2. Click on Start the Test… “Did you hear the sound?”
    • Yes – Click on Test your Microphone.
    • No – Select a different device and start the test again.
  3. To test your Microphone, click on Start the Test… When you speak into your Mic you should see the blue audio meter move up and down, and in most headsets you will hear your voice in the headset you configured in the previous step.
    • If the meter moves, select Yes, then OK, your CloudCall Communicator is now configured correctly.
    • If the meter did not move, select No and then try one of the other listed devices and start the test again.

If you have tried all available devices that are listed but you are still unable to configure your CloudCall Communicator, in the first instance please check with your local IT person or team that your headset is correctly installed and being recognised by Windows or Mac OS and then rerun the Audio Wizard.

Our Support Team are also available to assist but will need the above steps to have been followed before attempting any in-depth diagnosis.

When I click on a phone number to initiate a click to call my phone doesn’t ring, what could be wrong?

There are many possible reasons why this could be happening, the most common of which are:

Your phone is offline or no longer communicating with our platform:
Remember that click to call first initiates an inbound call to your DDI (or selected Click Device). To test if your phone is receiving calls, make a direct DDI call to your phone, does it ring? If not, restart your phone and try again.
You have your current Click Device specified as a number other than your primary CloudCall phone number:
Please confirm that you have selected the correct device and that it is currently accepting calls correctly.
Your phone or account has been forwarded to another number:
If you have an active forward on your selected device, turn it off by following the instructions associated to that particular model of phone.
If your account has active forwarding rules in the CloudCall Portal, please double check them to ensure that it allows “Ring” first.
The number for your Click Device is incorrect:
Ensure that the phone number for your selected device is listed correctly and has not been mistyped when it was added.
Is your phone on Do Not Disturb?
Turn off DND and try again.

What is the Audio Wizard, where is it and what is it for?

The Audio Wizard is used to setup your headset to work with your CloudCall Communicator, if you have a new headset, or have recently changed any of the settings of your current headset you may need to rerun the Audio Wizard for your CloudCall Communicator to be able to access it again.

Sometimes unplugging and plugging back in a USB Headset can cause your computer to reinstall your headset as a new device, when this happens you should rerun the Audio Wizard before making any phone calls to confirm that your equipment is working correctly.

You can access the Audio Wizard by selecting Settings at the top of the CloudCall Communicator window, followed by Audio wizard.

I can’t log in to the CloudCall Portal, how do I log in?

The login page is accessible from the CloudCall website by clicking on Portal Login at the top right of any page, or you can access it by going to this direct link to the login page:

Please ensure that you are using the correct Username and that the you have specified the correct country under You are logging into.

If you are sure the information provided is correct but are still unable to login, you can click on Forgotten your password below the Password field. Follow the onscreen instructions and an email will be sent to your email address allowing you to reset your password.

If you do not receive an email, please ask your CloudCall Administrator to check your email address is correct in the portal.

What is conferencing, how can I set this up?

A conference call is a normal telephone call but allows for more than 2 participants to be connected at the same time.

There are 2 methods of conferencing available with CloudCall.

The first option, usually allowing a maximum of 3 participants, is initiated by your handset. Most SIP devices support conferencing but you should check with the manufacturer guidelines for your specific device.

Alternatively, if you need the facility to host larger conference calls you can utilise the CloudCall Conferencing service. This will allow you to host conference calls for up to 10 simultaneous participants.

To check if you have this facility, please log into your CloudCall Portal and goto Conferencing under the Configuration menu.

If you do not currently have this facility enabled and would like to find out more, please contact your Account Manager, or email and we will direct your query to the correct person.

What is an Alias and where can I find a list of available numbers?

An alias is an alternative number that you may wish to use alongside one of your CloudCall account numbers. For example:

  • 44330335**** – CloudCall account number
  • 44121651**** – Regional alias number

Uses include having a specific alias number to display on outbound calls that your users make to certain regions, or you may want a memorable number that you can publicize and then assign to a primary incoming Calling Group or IVR.

All calls received into an Alias number follow exactly the same call flows/conditions that are setup on the account it is assigned to.

You can search for and purchase Alias numbers by logging into your CloudCall Portal and selecting Add Aliases under the Upgrades menu on the left-hand side.