FAQ

Step 1: Log in to your CallHippo Dashboard https://web.callhippo.com/dashboard Step 2: Navigate to the top right-hand side of the page and click on the drop-down menu.” Step 3: Select the "Plan and Billing" option, as per the below screenshot. Step 4:- Select the “Invoice” tab.  In that option, you can select a paid invoice as per the screenshot below. Step 5: You'll encounter two options on the screen: one to download the invoice directly and the other to have the invoice sent to your registered email address. Please refer to the screenshot. We hope this was helpful! For any queries, please contact us at support@callhippo.com

Step 1: Log in to your CallHippo Dashboard https://web.callhippo.com/dashboard Step 2: Navigate to the top right-hand side of the page and click on the profile section. Step 3: Select the "Plan and Billing" option, following the provided screenshot for reference. Step 4: In the "Plan and Billing" section, click on option "Invoice." This will display the details outlined below. Please refer to the attached screenshot for visual guidance. Step 5:-  In the "Invoice" section, you'll see two options: "Pending Invoices" and "Paid Invoices."  The "Paid Invoices" tab shows all invoices that have been paid whereas “Pending Invoices” refer to the invoices that are due for payment. Note:- If you want to get invoices older than six months, drop an email to support@callhippo.com.

Step 1: Log in to your CallHippo Dashboard https://web.callhippo.com/dashboard Step 2: Navigate to the top right-hand side of the page and click on the profile section. Step 3: Select the "Plan and Billing" option, following the provided screenshot for reference. Step 4: In the "Plan and Billing" section, click on the option "Billing Address." This will display the details outlined below. Please refer to the attached screenshot for visual guidance. Step 5: Upon selecting "Click here," you will be directed to the following page where you can verify and update your billing details. I hope this was helpful! For further queries, please contact us at support@callhippo.com

How do I change the Email of my CallHippo account? Step 1: Log in to your CallHippo Dashboard https://web.callhippo.com/dashboard Step 2: Navigate to the top right-hand side of the page and click on the “Profile” under the profile section. Step 3: Please click on the pencil button to edit the “'User Email' and update the new email address. Step 4: Users will be able to see the new email address under the “New Email” text box. Click on the "SAVE" button to ensure that all information is updated accordingly. Note:- After updating the email address, the user will receive a verification email on the new email address. They should click on the "Verify" button in the email to confirm the change. Once done, the email address will be updated successfully. We hope this was helpful! For any queries, please contact us at support@callhippo.com

Please test the microphone before starting to use the same for calls. Yes, users can use the Bluetooth headset. You can use a 3.5mm headset or Bluetooth headset as per the compatibility of the browser and the device you are using to make calls/receive calls.

Network Requirements Minimum 16kbps per agent per call. You can gauge your network connectivity using any of the best recommended online speed test services Best Practices Network connectivity:   We recommend using Ethernet and not WiFi, because, the wireless medium is susceptible to packet loss and can affect the call quality(such as one-way audio issue & distorted audio) If you can reduce the number of devices operating on the same channel, you can reduce the packet conflicts Avoid data transfer, downloads of huge files, video streaming, etc in the same WiFi network(Voice network) because such tasks can increase latency To avoid latency in media processing(audio packets), network traversal(NAT, STUN & TURN), etc. please use internet connection with high bandwidth QoS:   If you have ensured that all the above factors are considered and maintained properly so as to carry through a network in good condition for voice calls and continue to have audio quality issues on your voice calls, you might consider configuring network router with QoS rules to prioritize the UDP packets. Useful link: setting up QoS for VoIP Mic:   Please test the microphone before starting to use the same for calls. you can use 3.5mm headset or Bluetooth headset as per the compatibility of the browser and the device you are using to make calls/receive calls.

Please test the microphone before starting to use the same for calls. Yes, users can use the Bluetooth headset. You can use a 3.5mm headset or Bluetooth headset as per the compatibility of the browser and the device you are using to make calls/receive calls.

Please test the microphone before starting to use the same for calls. Yes, users can use the Bluetooth headset. You can use a 3.5mm headset or Bluetooth headset as per the compatibility of the browser and the device you are using to make calls/receive calls.

Making calls with CallHippo should be a breeze! To ensure your calls are smooth and sound fantastic, here's a breakdown of what your network needs: Bandwidth Basics: Minimum for Each User: Aim for at least 16kbps of bandwidth per person using CallHippo. This ensures clear, uninterrupted conversations without choppiness. Network Stability is Key: Wired Over Wireless: Whenever possible, use a wired Ethernet connection instead of Wi-Fi. Ethernet provides a more stable connection, meaning fewer dropped packets (bits of data) that can cause one-way audio or distorted sound. Keep Your Network Flowing Freely: Minimize Network Strain: Reduce the number of devices using the same network CallHippo uses. This includes things like streaming videos, downloading large files, or having too many devices connected at once. Less congestion means smoother calls! The Power of Speed: High-Speed Connection: A high-bandwidth internet connection is crucial. This helps avoid delays (latency) in processing audio and data transfer. Fine-Tuning Your Network (Optional): Quality of Service (QoS): If you're still experiencing sound issues, consider configuring your router with QoS rules. This prioritizes data packets for voice calls (UDP) for better audio quality. Check CallHippo's support page for specific instructions on setting up QoS for VoIP. Microphone Matters: Test Your Mic: Before placing a call, always test your microphone. You can use a 3.5mm headset or a Bluetooth headset for optimal compatibility and sound quality (compatibility may vary depending on your device and browser). By following these tips, you can ensure your CallHippo experience is crystal clear and your voice calls are always top-notch. Still have questions? The CallHippo support team is here to help! Reach out to them at support@callhippo.com.

Network Requirements Try having a minimum of 16kbps per agent per call. You can gauge your network connectivity using any of the best recommended online speed test services Best Practices.   Network connectivity: We recommend using Ethernet rather than WiFi, because, the wireless medium is susceptible to packet loss and can affect the call quality (such as one-way audio issues & distorted audio). If you can reduce the number of devices operating on the same channel, you can reduce the packet conflicts. Avoid data transfer, downloading of huge files, video streaming, etc over the same WiFi network (Voice network) because such tasks can increase latency. To avoid latency in media processing(audio packets), network traversal(NAT, STUN & TURN), etc. please use an internet connection with high bandwidth.   QoS: If you have ensured that all the above factors are considered and maintained properly so as to carry through a network in good condition for voice calls and continue to have audio quality issues on your voice calls, you might consider configuring the network router with QoS rules to prioritize the UDP packets. Useful link: setting up QoS for VoIP   Mic: Please test the microphone before starting to use the same for calls. You can use a 3.5mm headset or Bluetooth headset as per the compatibility of the browser and the device you are using to make calls/receive calls.

This error can come if your Google Chrome version is not updated. Here is the link that explains how to update Google Chrome version - https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop&hl=en Please update your Google Chrome to fix this problem. Feel free to write us at support@callhippo.com if the problem still persists.

This error can come if your Google Chrome version is not updated. Here is the link that explains how to update Google Chrome version - https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop&hl=en Please update your Google Chrome to fix this problem. Feel free to write us at support@callhippo.com if the problem still persists.

As part of our anti-fraud policies, you cannot sign up for CallHippo with a personal email. Instead, you need an official, business-affiliated email to sign up for our services. But what if you don’t have such an email or your business is new and you don’t have a domain yet?   There’s no need to worry. CallHippo has an affordable solution for you.   CallHippo has tied up with Hover, one of the world’s leading domain registrars, to provide you with the right domain solution. Hover allows you to register a business and personal domain in no time. In addition, if you register through CallHippo’s referral link, you will get a 10% discount on the domain registration from Hover.    Go ahead and make a purchase of your own personal domain and then try to Sign up on the CallHippo portal.

At CallHippo, your security is our top priority. Unfortunately, personal email addresses have become a target for fraud and abuse. To keep your account safe and prevent these issues, we've made a change: Business Email Addresses Required Signing up for a CallHippo account will require a business email address (like you@yourcompany.com). This extra layer of security helps protect you and CallHippo from fraudulent activity. Business emails are typically more secure and easier to verify than personal email addresses. This helps ensure that only authorized users are creating accounts and reduces the risk of fraud. I hope this helps. If you have any queries, please feel free to reach out to us at support@callhippo.com

CallHippo offers a convenient mobile app for making and receiving calls, accessible on both Android and iOS devices. Here's how to download it: Downloading Through CallHippo Dashboard Step 1: Log in to your CallHippo Dashboard: https://web.callhippo.com/dashboard Step 2: On the left sidebar, click on "Integration" and then "Our Apps". Step 3: You'll find download links for both the Android and iOS apps. If you prefer to download through the mobile application, follow these steps: To download CallHippo on Android devices: Open the Google Play Store app or visit https://play.google.com/store. Search for "CallHippo". Choose the CallHippo Virtual Phone System App from the search results. Tap "Install" and accept the necessary permissions. Once installed, you can start using the CallHippo app immediately. To get CallHippo on your iOS device: Open the App Store on your iPhone or iPad. Search for "CallHippo". Identify the "CallHippo Virtual Phone System" app and tap "Install App". Once downloaded, launch the CallHippo app and get started. We hope this was helpful, if you still face any queries please feel free to contact CallHippo support at support@callhippo.com

In case you’re using CallHippo web and smartphone apps on a personal/home network, there are no Firewall settings you have to change. You can receive incoming and outgoing calls with ease. However, if you’re using CallHippo at an enterprise level, the Firewall may pose some problems. There are certain ports which are closed by default on enterprise-level networks. This means that you might not be able to make or receive calls. This will affect all the devices using CallHippo on that network. In order to solve the issue, you have to open Ports 5060, 5061, 5062, and 5063 by going to the Firewall settings. Once you open these closed ports, you will be able to successfully receive incoming calls and make outgoing calls, without a hitch.

This article provides a few requirements and recommendations to ensure a successful implementation of CallHippo and the best experience possible. Headset requirements Network requirements Device requirements Headset requirements The use of a headset is recommended, as this is the best way to provide acoustic isolation between speaker and mic, otherwise, you risk hearing an echoing sound in the line. Most PC or Mac-compatible headsets will work with CallHippo. We recommend wired headsets with 3.5mm jack rather than a USB connection. Also, ensure that the headset has a built-in microphone so that you can make calls with the best possible sound quality. To help guide your search for the perfect pair of headsets, here are our recommended headsets: Jabra Evolve 40 UC Stereo – These headphones are not only comfortable but also include both types of noise cancellation mentioned above. Plantronics Blackwire 325 – Noise-canceling microphone and hi-fi stereo sound at a competitive price-point. TheBoom Pro3 – The Pro3 is sturdy and utilizes patented noise-canceling technology for agents working in a noisy environment. Please note: Although some of these models may come with a USB adapter, we recommend using the 3.5mm jack instead. We also don't recommend Bluetooth or other wireless headsets as they are more likely to fail, or cause audio issues including missing speech or delays. Network requirements Stable connection We strongly recommend Lan(Ethernet) connectivity over Wi-Fi as the later unfortunately lacks reliability for use with CallHippo as an Ethernet cable connection provides increased bandwidth stability and superior call quality. We recommend using at least a Cat 5e Ethernet cable but, ideally a Cat.6. If your computer doesn't have an Ethernet port, you can use one of these adapters : On Windows: Ethernet/USB 3.0 adapter On macOS: Ethernet/Thunderbolt adapter Although an Ethernet connection is strongly recommended, if you prefer to use Wi-Fi, make sure you're using a professional Wi-Fi connection (at least 802.11ac) as it offers more stability and is capable of handling more users connected at the same time. Open Ports Sometimes, a firewall or a router may block voice traffic on your network. CallHippo uses the series of ports below that need to be opened or unblocked to ensure successful calls. TCP: 443      + from 10,000 to 20000 Bandwidth It is the client’s responsibility to provide an internet service provider (ISP). CALLHIPPO uses a secure socket layer (SSL) connectivity to CALLHIPPO’s collocation server facility with sufficient bandwidth to support application services selected by the client for optimum performance and usability. CALLHIPPO personnel will assist the client with SSL and other network component procurement and ISP vendor selection, evaluation, and implementation as needed. The minimum requirement is the SSL configuration to be recommended by CALLHIPPO, with two commercial-grade ISP broadband connections, each providing at least 2mbps download and 1mbps upload capacity with less than 50-millisecond ping response and less and 1% packet loss over a sustained 8-hour test to CALLHIPPO data center, for fail-over redundancy. A public static IP address is required at each physical location. For more users the minimum requirement is the SSL configuration to be recommended by CALLHIPPO with a full T1 dedicated data-only (no voice/phone) ISP connection for primary connection, provided by a Tier-1 T1 vendor, with less than 50 millisecond ping response and less and 1% packet loss over a sustained 8 hour test to CALLHIPPO data center, plus a secondary commercial-grade ISP broadband connection for fail-over redundancy. Device requirements In order to guarantee a smooth experience with CallHippo apps, we recommend the following :  A computer with Intel i5 dual-core processor or equivalent  A minimum 4Gb of RAM  64-bit version of Windows 10 or macOS 10.13  Google Chrome 68 or above To start placing & receiving calls you can use our Web App. If you need further information you can always contact our Support Team, we will be more than happy to help!

We offer phone numbers from more than 150 countries, with the option for call and SMS capabilities. You can choose from local, mobile, or toll-free number types, giving you the flexibility to cater to your business needs, whether it's for local presence or global reach. For detailed information about the countries we support and the associated charges, please visit our website: https://callhippo.com/global-number-charges If you do not see your desired country on the list, don’t hesitate to reach out to us. You can contact our support team at support@callhippo.com, and we’ll be happy to assist you with any inquiries or special requests.

Skype is a great option for personal use, but when working in teams, a Virtual Phone System will help you in increasing the quality of communication with your customers and clients along with several other benefits such as mentioned below: Call Recording: Virtual phone systems typically offer call recording functionality, allowing businesses to record and store calls for various purposes such as training, quality assurance, and compliance. Multiple Users Under One Number: This feature is particularly useful for businesses with multiple team members handling calls from the same number. Call Analytics: Virtual phone systems provide detailed call analytics and reporting tools, allowing businesses to track call metrics such as call volume, duration, and call outcomes. These insights can help businesses optimize their communication strategies.  Interactive Voice Response (IVR): Virtual phone systems commonly offer IVR functionality, enabling businesses to create customized automated voice menus to route calls efficiently and provide callers with self-service options.  Integration with CRM: Virtual phone systems integrate seamlessly with Customer Relationship Management (CRM) software, allowing businesses to manage customer interactions more effectively. This integration enables agents to access caller information directly from the CRM interface, enhancing the customer experience. 

VoIP, or Voice over Internet Protocol, is a technology that allows voice communication and multimedia sessions over the Internet. Instead of using traditional telephone lines, VoIP transmits voice data in the form of digital packets over the internet, enabling users to make calls through a broadband internet connection. Benefits of a VoIP phone include: VoIP Is Easier to Install, Configure, and Maintain VoIP Scales Up or Down Easily A Range of Call Features VoIP Saves Businesses Money VoIP Integrates with Other Business Systems Enhanced Call Quality Global presence without the need for multiple physical phone systems

Call Transfer A feature that allows you to redirect an active call to another user or extension within your organization. Ensures that callers are connected to the most appropriate person or department for their needs. Example: A customer calls your support line and speaks with an agent. The agent realizes the customer needs help with a specialized issue that another department handles. The agent uses call transfer to redirect the call to a technical support specialist who can assist the customer better. Call Forwarding A feature that allows you to redirect incoming calls to an alternate number before they are answered. Ensures that you don't miss important calls, even when you are unavailable to answer them on your primary line. Example: You are out of the office and unable to take calls on your work phone. You set up call forwarding to redirect all incoming calls from your office number to your mobile phone. This ensures that any important calls made to your office number are redirected to you so that you don’t miss them.

Call status tells you what's happening with incoming and outgoing calls. It helps you understand the actions taken during the call. For incoming calls (e.g., when a customer calls your sales/support team): Completed: The call was successful and answered by your team member or agent. Missed: The call went unanswered by your team member/agent or was disconnected from the caller's end. Rejected: The receiver (sales/support team) declined the call (e.g., for spam). Voicemail: The caller (customer) left a voicemail. Unavailable: The phone number or your team member (sales/support team) is unavailable. IVR: The customer disconnected during the Interactive Voice Response (IVR)message. Welcome Message: The customer hang up while the initial welcome message was playing. Call Not Set-Up: The custom availability is set for team members/agents and the call received outside the office or working hours. For outgoing calls (e.g., when your sales/support team calls a customer): Completed: The call was successful and answered by the customer. No Answer: The customer didn't pick up the call. Rejected: The customer ended the call during the ring time. Canceled: The sales/support team ended the call before the customer answers the call, possibly due to the number not being in service, the number being busy, or restrictions on calling that country's number. Failed: The outgoing call is not connected to the receiver, due to an issue at the receiver's end. You can also download this report with custom status fields:

Outgoing call blocking is a feature in which Account owners decide how much money they want to spend on calls. Once they set a limit, the system won't allow users to make calls that cost more than that limit.  For instance, if there is a limit of $0.5 per minute, the system won't let users make calls that cost more than $0.5 In this case, the user will get a pop message. The account owner/admin needs to follow the steps mentioned below to set the outgoing call limit. Step 1: Log into your CallHippo account https://web.callhippo.com/dashboard Step 2: Click on the "Setting" option on the left side of the panel. Under that, you'll see "Price Cap." Click on "Price Cap" to set the price limit.

Need to change a user's extension number in CallHippo? Here's a simplified guide to help you out: Step 1: Log in to your CallHippo Dashboard from here: https://web.callhippo.com/dashboard Step 2: On the left side of your screen, you'll see the main menu options. Look for "Users & Performance" and click on it. A dropdown menu will appear. Step 3: From the dropdown menu under "Users & Performance," choose the "Users" option. This will display a list of all your CallHippo users. Step 4: Find the user whose extension you want to change in the list. Click on the blue gear icon next to their name. This will open their user settings. Step 5: Within the user settings, look for the "User Details" section. Here, you'll find the option for the user's extension. It might be labeled as "Extension" or "Ext." Step 6: Click on the blue gear icon next to the extension field. This allows you to edit the number. Enter the new extension number you want to assign to the user. Once you've finished editing, be sure to click the "Save" button to confirm your changes and implement the new extension. That's it! The user's extension should now be updated with the new number you assigned. I hope this helps. If you still face any queries, please feel free to contact us at support@callhippo.com

Browser: Google Chrome 1. CallHippo is compatible with all browsers. However, for the best experience and call quality, it’s important to ensure your browser is up to date and properly configured. 2. We recommend using the latest version of Google Chrome, as its WebRTC support is more advanced compared to other browsers. Firefox is the second-best option. 3. You can check if you’re running the latest version of Google Chrome using this link. Please do the following to ensure that your permissions are enabled properly: When you first log into CallHippo Dialer you must click Allow on every visit to the below prompt: If you clicked Never Allow, don't worry! To fix this: 1. Click on the button pointed by the arrow in the screenshot below: 2. Allow these permissions: You must then refresh your browser and click "Reload". In some cases, you may also need to log out of CallHippo and close the browser (all windows) and then re-open. Extensions Certain browser extensions can interfere with CallHippo’s functionality, affecting features like audio and causing the interface to behave unpredictably. Below is a list of extensions you should avoid when using CallHippo: Cisco WebEx Adblock Plus Ad Block HTTPS Everywhere Script Safe Flash block Disconnect DoNotTrackMe Ghostery WebRTC Network Limiter Please ensure these extensions are not active on your browser. If you have them installed, follow these steps to remove an extension from Google Chrome: 1. Open Google Chrome and click on the menu. 2. Select More tools > Extensions. 3. Find the extension you want to remove and click Remove from Chrome. 4. Confirm by clicking Remove in the pop-up. If you have any questions, feel free to email us at support@callhippo.com.

Having trouble getting your microphone to work with CallHippo? Don't worry, these quick steps should get you back on track in no time: 1. Check Browser Microphone Permissions: Click on the “Lock” icon in the top-left corner of your Google Chrome browser, next to the website address. A menu will pop up. Find the option for "Microphone. Make sure the microphone access is set to "Allow." This tells Chrome it's okay to use your microphone for CallHippo calls. These steps should help you restore microphone functionality when using the CallHippo app. If the problem persists, you may want to check your device’s settings to ensure the microphone is enabled and accessible. 2. Reload the Page (Optional): While not always necessary, some browsers require a refresh to recognize changes in permissions. Click the reload button (circular arrow icon) to ensure the new settings take effect. 3. Double-Check Your Device Settings (If Needed): If the problem persists after checking Chrome, head to your device's general settings and ensure the microphone itself is enabled. Still Having Trouble? The CallHippo support team is always happy to help! Reach out to them at support@callhippo.com for further assistance.

What is CallHippo? CallHippo is a leading cloud-based business telephony platform designed to simplify and enhance business communication globally.  Think of CallHippo as your all-in-one online phone system for business. It uses the latest internet calling technology (VoIP) to ditch traditional phone lines and give you a more flexible, powerful way to connect with your customers and team. Here's what CallHippo can do for you: Get a local or toll-free number: Choose a phone number that makes sense for your business, in over 50 countries around the world! Make and receive calls anywhere: Use your smartphone, computer, or tablet to answer calls – no desk phone needed! Smart call features: Get fancy with features like call recording, greetings, call forwarding, and even AI-powered assistants to help manage your calls. Easy to use and manage: CallHippo is designed to be user-friendly, so you can set it up and manage your phone system without needing any IT expertise. Gain valuable insights: Track your calls and analyze data to see how your team is performing and identify areas for improvement. Who is CallHippo for? Whether you're a startup or a large enterprise, CallHippo can help you improve your business communication. It's perfect for: Sales teams: Close more deals with features that help you connect with prospects and manage your sales pipeline. Support teams: Provide amazing customer service with features like call routing and smart forwarding. Call centers & BPOs: Level up your operation with tools like interactive voice response (IVR) and 24/7 availability. Why Choose CallHippo? CallHippo offers a combination of features, affordability, and ease of use that makes it a great choice for businesses of all sizes. Plus, with their global reach and focus on innovation, you can be sure you're getting a future-proof solution for your business communication needs. I hope this helps, if you still have any queries please feel free to reach out to us at support@callhippo.com