Author: Chase

Black and white lists are a great feature to reduce spam calls. Black lists will block calls from phone numbers on the list. White lists will only allow calls from numbers on the list. Please follow these steps to set up a black or white list.

1. Log in to your control panel.
2. Click My Phone Numbers on the left-hand side of the page.
3. Click on the line that you would like to modify.
4. Click on the Settings icon.
   
5. Click on Restriction List tab.

Enable either Black List or White List and add numbers to your list.

If you want to block entire area or country codes, enter the area code as +1xxx or the country code as +x and leave the rest blank.

6. Click Save.

The fax forwarding feature enables you to forward faxes to email. Follow the steps below to set up fax forwarding.

1. Log in to your control panel.
2. Click My Phone Numbers on the left-hand side of the page.
3. Click on the line that you would like to modify and click the Settings icon.
   
   
4. Click Call Forwarding on the horizontal menu.
5. Click on Fax in the sub-menu.
6. Enter the email addresses that you want to forward faxes to and click Save.

Voicemail can be accessed from the control panel and it can be forwarded to email. Here are the steps to access voicemail recordings.

1. Log in to your control panel.
2. Click My Phone Numbers on the left-hand side of the page.
3. Click the Voicemail Inbox icon corresponding to the line that you would like to access voicemails.
   

Related: How to Configure Voicemail

Users may set up a voicemail at no extra cost. Here are the steps to configure voicemail in the control panel:

1. Log in to the control panel.

2. Click My Phone Numbers on the left-hand side of the page.

3. Click on the line that you would like to modify.

4. Click the Settings icon on the far right.

5. Select Call Forwarding from the horizontal menu and then Voicemail from the sub-menu.

From here you will be able to set your voicemail and choose up to 2 email addresses where you would like all voicemails and faxes delivered.

5. Upload or Record an Unavailable Message.

6. Click Save Changes.

Users may set a customized greeting to professionally answer calls at no extra cost. Custom greetings can be configured in the control panel. You may upload an MP3 or record your greeting from the control panel directly.

Here are the steps to set up a custom phone greeting:

1. Log in to your control panel.
2. Click My Phone Numbers on the left-hand side of the page.
3. Click the Settings Icon the line that you would like to modify.
   
   
4. Click the Greeting & Ringback tab and under Greeting Message, you can Upload or Record a new greeting message.

Users may configure IVR (interactive voice response) to greet callers, offer a predetermined list of menu options, and route callers to the appropriate extension. IVR is included free with our business phone service and can be set up from the control panel.

In this guide, we’ll look at:

• How to Set Up Advanced IVR?
• Setting Up IVR With User Menu
• Setting Up Time-of-Day Routing Through IVR Manager

How to Set Up Advanced IVR?

1. Sign in to your control panel.

2. Under Services, click on My Phone Numbers, located in the page’s left-hand menu.

3. Go to the Settings icon next to the line you want to edit.

4. Underneath Call Forwarding, hover over IVR (⚪). To switch to IVR from Basic Forwarding, click the icon so it is selected (🔵), indicating that your call forwarding is set to IVR.

5. Click Manage IVR Applications to customize and configure your IVR settings.

Now, before setting up the IVR, you will need to configure prompts and destinations that you will add to your IVR system. Here are the steps:

a) For Prompts — This is the message customers will hear when they connect with your phone system. To guide them effectively, you can include company details, announcements, updates, or navigational instructions. Example: Opening greeting or IVR main navigation menu.

Go to the Prompts tab and click Add a New Prompt. Here, you can Upload/Record a new prompt or voice message. Then, click Save Changes.

b) For Phones — Here, you can set up a list or ring group with multiple destination SIP addresses or phone numbers. Pro tip: Save the title with a descriptive name such as Customer service team UK for your service team in the UK. If it is an individual, then save it as [name] + phone number + location. Example: Peter phone number UK.

Click on the Phones tab and click Add a new phone. Enter the information, choose a Ring Mode (sequential, random, or simultaneous), enter your phone numbers, and adjust weighted call distribution with percentages, if desired. Then, click Save Changes.

Ring Modes:

• • Sequential, where calls are sent to numbers one after the other
  • Random, where a number from the list is selected at random to receive the call
  • Simultaneous, where all numbers ring at the same time until someone answers.

c) For Emails — Here you can enter email addresses where you want voicemail messages to be forwarded to. Example: Peter email address or Billing email addresses. This way, you can potentially send incoming fax messages and invoices directly to your Billing directly.

Click on the Emails tab and select Add a New Email. You can create a list with one or more email addresses from here. Then, click Save Changes.

6. With all this set up, you can now create your IVR system. Start by clicking Create a New Application on the same IVR Manager page to get started:

Setting Up IVR With User Menu

7. An Application menu screen will appear, select User Menu to build an IVR with menu options that callers will listen to and interact with.

8. Now, start filling the green card below with your requirements:

• Prompt: The main voice message welcomes callers and provides them with various menu options. Select from the prompts you’ve uploaded or recorded earlier.
• Interruptable Option: Choose whether callers can interrupt the message or must listen to it in full.
• Maximum wait period: The maximum duration callers will wait before the system takes action.
• Repeat: Number of times the message will repeat
• Possible trigger for each key (number on the keypad): Select from various actions and triggers, and assign each key (1, 2, 3, etc.) to a specific target, such as a hunt group, department, voicemail, or a list of email addresses. You can utilize the phone numbers and email lists you’ve created here. The available actions and triggers are as follows:
  • Phone Call: Redirect the call to another number, department, team, or hunt group.
  • Announcement: Play a pre-recorded voice message or announcement to the caller.
  • Voicemail: Route the call to voicemail.
  • Time-Day Routing: Direct calls to specific locations or numbers based on designated times or days.
  • Caller ID Routing: Forward calls from specific locations or area codes to selected numbers or groups.
• Invalid: Select the action to take when the caller presses an incorrect key or number.
• Timeout: Choose what happens when the message repeats the desired number of times, but the caller does not press a key.

Here’s an example: #1 directs the call to the customer service department list, #2 sends it to the billing department, and #3 forwards the call to voicemail. If the caller cannot find the correct option in the menu and doesn’t press any key, you can redirect them to voicemail and allow them to leave a detailed message for further assistance.

9. Finally, click Save.

Have more questions? Please contact us via phone or live chat. We are happy to help customers with their IVR setup.

Setting Up Time-of-Day Routing Through IVR Manager

1. Under Services, click on My Phone Numbers, located in the page’s left-hand menu.

2. Go to the Settings icon next to the line you want to edit. 

3. Underneath Call Forwarding, hover over IVR (⚪). To switch to IVR from Basic Forwarding, click the icon so it is selected (🔵), indicating that your call forwarding is set to IVR.

4. Click Manage IVR Applications to customize and configure your IVR settings.

5. Next, click on the Phones tab. Here, you can set up a list or ring group with multiple destination SIP addresses or phone numbers. Choose the Ring Mode and set up Weighted Distribution (if desired) for this group, and click Save Changes.

Pro tip: Save the title with a descriptive name, such as Customer service team UK for your service team in the UK. If it is an individual, then save it as [name] + phone number + location. Example: Peter phone number UK.

You can create multiple “destinations” like this where you plan to route incoming calls for this time-based rule.

6. With the destinations set up, click on Create New Application on the IVR Manager page and choose Time-Day Routing.

7. Name your new application and click on the edit button to customize the routing rule.

8. Next, give this rule a name and select your desired time zone from the dropdown.

9. Then, click on New Rule to configure time-based routing. Specify the days (under On These Days) and Time range you want the calls to be forwarded. Click Next.

10. Now pick the action this rule should follow. For instance, if you want calls to forward to your APAC team during this time-based rule, you can select Phone Call and then customize the next card with the correct destination (in the example’s case – APAC ring group).

11. To add another time-based rule to the same IVR, you can go back to the first card and add a New Rule.

12. You can also send calls to Voicemail, Fax, Announcement, or User Menu for further customization.

13. When done configuring your Time-Based IVR, click Save Application on the top by the Application Name.

You can upgrade or downgrade the plan that you have for each service line. Changes must be submitted before the start of your next billing cycle in order to take effect. Please start by logging into your account.

Change Call Forwarding Plan (Local and International Toll-Free Numbers)

1. Log in to your control panel. Click My Phone Numbers on the left-hand side of the dashboard.

2. On the service line you wish to change, click on the Service Plan icon.

3. Select a new plan from this menu. Larger plans offer better call forwarding rates.

4. Click Upgrade Plan to confirm your order.

Please note that changes to your plan will take effect at the start of your next billing cycle. Contact us 24/7 if you have any questions.

You can add additional services to your account at any time. They will be billed at a prorated amount for the number of days left in the month.

1. Log in to your control panel.
2. Click Add Service Lines from the left-hand side of the portal.

3. Select the type of service that you would like to add. Call us or request a chat if you have questions about any of our services.

Add Call Forwarding Services (Local & International Toll-Free Numbers)

1. From the dropdown list below, select a country where you would like a new phone number. We provide toll-free, geographic, non-geographic, and Local 2-Way Voice numbers from more than 160 countries worldwide.

2. Select your phone number type. If you have questions about the various number types we offer for businesses, please get in touch with your account manager.
3. Select a phone number from our inventory.
4. From the dropdown list, select the destination country (or VoIP/SIP address) to which you would like to route incoming calls. Once the number has been added to your account, you can modify this and even route calls to multiple destinations.
5. Select a plan size. We have five plans that include minutes and an additional per-minute rate once the included minutes have been consumed. Higher plans offer more included minutes and lower per-minute rates.
6. Choose your plan, add the number to your cart, and submit your request.

A confirmation email will be sent when the additional service line is added.

Please call us or request a chat if you have any questions. We are available to help 24/7.

Add Outbound Calling Services (Business VoIP)

After choosing Outbound Calling from the Add Service Lines Menu, please:

1. Under Where Will You Be Calling To? select a country to view international calling rates to that country. Our service enables international calling to anywhere in the world, no matter what your selection is here.
2. Select the phone number you want to appear as a caller ID. You can change this later.
3. Select a plan size. The monthly fee will be used as a call credit each month. Our service is month-to-month without any commitment; you can change plans anytime. Higher plans offer better rate discounts. Learn more about how Outbound Calling pricing works.

4. Confirm your order by clicking Submit Order.

Outbound calling additional service requests will be processed within 1-2 business days. Please contact us anytime, 24/7, by phone or live chat, to expedite your order.

Please visit newcp.globalcallforwarding.com/login to log in to your control panel/online portal/dashboard.

Enter your email and password then click Login. If this is your first time, click Create an Account and follow the directions.

Related: How to Reset Password

To reset your password, please visit newcp.globalcallforwarding.com/login and click Forgot password. Please enter your Email to receive a reset link.

A link will be emailed to you to securely reset your password. If you’re still unable to log in, please contact us right away.

Our support team is available 24/7 to troubleshoot any problems related to our service.

To report a problem with your service, please log in to your control panel or the GCF softphone app.

In the Control Panel

1. On the left-hand side of the page, click Support Tickets.

2. On the right-hand side of the page, click on Open a Support Ticket.

3. Enter all relevant information and click on Submit.

In the GCF Softphone App

1. Click on Settings.

2. Scroll down and click on Create Support Ticket and enter all relevant information.

3. Then, click Submit Ticket.

Support will be in touch with you as soon as possible to troubleshoot the issue.

Related: Check the Status of a Support Ticket

Log in to your control panel to check the status of a support ticket.

1. On the left-hand side of the page, click on Support Tickets.

2. Select the support ticket you wish to get an update on. 

3. View recent updates from our support staff.

Please contact us via chat or phone if you have questions regarding the status of a ticket.