Getting your devices ready for calls

In this article, you'll learn how to get your phone and your computer ready to make and take calls on your business line. Calls run over the internet, so the app or your browser needs a few permissions first. Sorting them out now means you won't find out about a problem by missing a customer's call.

What every device needs

These apply on the phone app and on the web:

• •A steady internet connection, either good Wi-Fi or a strong cell signal
• •Permission to use the microphone, because a call can't connect without it
• •A working speaker and mic, or a headset
• •The latest version of the app, or an up-to-date browser

On the phone app (iPhone and Android)

The first time you open the app after you've signed in, it asks for everything it needs, one prompt at a time. Notifications come first, then the microphone, then the camera, photos and location. On Android 12 and up it also asks to connect to Bluetooth devices so a call can go to your earbuds. At the very least, say yes to notifications and the microphone. Each prompt only shows once, so if you turn one down you'll need to switch it on in your phone's own settings.

After that, the app registers your phone to ring for your business line, and it checks again every time you open the app. On iPhone, a business call shows on the phone's own incoming-call screen, the same as a regular call. On Android, a call shows as an incoming-call notification. If the app is already open on Android, you also get an Incoming call card with an Answer button.

Extra checks on Android

Android can stop a business call from ringing without telling you. So once your phone is registered for calls, the app checks two things.

If the microphone is off:

1. 1.The app asks for it again, with a prompt titled Let business calls ring this phone.
2. 2.Tap Allow.
3. 3.If you turn it down, you'll see Calls won't ring here. Tap Open settings to switch the microphone on for the app.

If full-screen calls are off (Android 14 and up):

1. 1.A prompt titled Let calls ring on your lock screen appears. Without this, a call to a locked phone only shows as a small banner.
2. 2.Tap Turn on. Android's settings page for full-screen notifications opens.
3. 3.Switch it on for the app, then come back.

On the web

On the web, calls work in your browser wherever you're signed in to the CRM. There's nothing to install.

• •Keep the CRM open in a browser tab. The browser phone connects when the CRM loads, and it only rings while that tab is open.
• •When your browser asks to use the microphone, allow it.
• •While the browser phone is still connecting, call buttons are greyed out. Point at one and it says Connecting the browser phone…
• •On a desktop, a call comes in as a card that says Incoming call with the caller and two buttons, Decline and Answer. On a phone-sized screen the card slides up from the bottom with just Answer.
• •If your company's line isn't set up for browser calling yet, the call buttons on a desktop hand the number to your computer's own calling app instead. On a phone-sized browser they show Business line not available.

If a call won't go through on the web

When the browser can't start a call, a box titled Call didn't go through tells you why:

• •If your browser has blocked the microphone, it says so and asks you to allow it for reviewmonster.com. Click the lock icon beside the address bar, allow the microphone, then try again.
• •If your computer has no working microphone, it asks you to plug one in or pick one in your computer's sound settings.
• •For anything else it says the call couldn't connect and asks you to try again in a moment.

Choosing your ringtone and whether your computer rings

Your ringtone is a personal setting, and you can set it from either the web or the app. The Settings gear only shows if you're an admin or have the Account Settings permission, and the Notifications page needs the Notifications permission.

To change it on the web:

1. 1.At the bottom of the menu, click the Settings gear.
2. 2.Under General, click Notifications.
3. 3.Scroll to Sounds.
4. 4.On the Incoming calls row, pick a ringtone from the list: Phone's ringtone, Reflection, Uplift, Chimes, Pulse or Classic ring. It plays as you pick it, and Play lets you hear it again.
5. 5.Tick Desktop to have the browser ring out loud, or untick it to keep it silent. The call card still pops up either way.

The Phone box on the Incoming calls row is always ticked and can't be changed, because the app always rings for a call. If you leave Phone's ringtone picked, your iPhone uses its own ringtone and the browser plays Reflection.

To change it on the app:

1. 1.Open the menu and tap the Settings gear at the bottom.
2. 2.Under General, tap Notifications.
3. 3.In the Sounds card, tap the Incoming calls row.
4. 4.Tap a sound. It plays and saves as you pick. On iPhone, the next call rings with it.

On the app, the chip under that row reads Phone always rings and can't be switched off. The Desktop chip beside it is the same setting as the web's Desktop box.

Testing your setup

Once you're set up, test both directions:

1. 1.From a different phone, call your business number. Check that it rings where you expect and that you can answer.
2. 2.Talk for a few seconds to make sure you can hear the caller and they can hear you.
3. 3.Place a call the other way. On the web, use the phone icon on a client's page, or open Conversations and pick Dialer at the top. In the app, call from a client's record or from Phone in the menu.

If a device doesn't ring, check which people and devices your calls go to in Choosing who your calls ring. For other call problems, see the CRM phone FAQ.

Related articles

• •Setting up your CRM phone
• •Making and answering calls on the phone app
• •Making and answering calls on the web
• •Choosing who your calls ring
• •CRM phone FAQ