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Phone System FAQ's

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What is the FlyNumber phone system?​

The FlyNumber phone system is a cloud-based business phone solution that lets you build custom call flows using visual modules. It includes features like IVR menus, ring groups, voicemail, call recording, and more. For a complete overview, see our phone system guide.

How do I get started with the phone system?​

Getting started is simple:

  1. Sign up for a FlyNumber account
  2. Enable the phone system during number selection
  3. Create a user in the phone system panel
  4. Start building your call flow

For detailed setup instructions, check our initial setup guide.

What's the difference between Call Flows and Workspaces?​

Call Flows are separate instances of your phone system, perfect for managing different departments or business units independently. Workspaces are tabs within a Call Flow that help organize your modules and keep your call routing logic clear. Learn more about organizing your system in the Call Flows section.

How do I add team members to the phone system?​

You can add team members by creating individual users through the Users menu or importing multiple users using a CSV file. Each user can have their own app configuration, time schedule, and call recording settings. See the Users guide for complete details.

Can I control when calls reach specific users?​

Yes! You can manage user availability through Time Schedules (set working hours and exceptions for entire user groups) or Time Router (create specific routing rules within call flows). Check out the Time Schedules and Time Router documentation for more information.

How do I set up an auto-attendant/IVR?​

Use the Voice Menu module to create an IVR system. Add the module to your workspace, upload or record your greeting message, configure menu options (e.g., "Press 1 for Sales"), and connect to appropriate destinations.

How do I record calls?​

You have several options: Use the Call Recorder module for automatic recording in your call flow, enable on-demand recording through contact method settings, or configure app/SIP recording for specific users. Recordings can be delivered via email, cloud storage, or other delivery methods. Learn more in the Call Recorder guide.

Can I forward calls to my mobile phone?​

Yes! You can forward calls using PSTN Routes in Contact Methods. Enter your mobile number and use this route in your call flow. Note that there is a per-minute rate for forwarding calls to regular phone numbers. See PSTN Routes for setup instructions.

How do I set up the phone system app?​

Setting up the app is straightforward: Create a user with app configuration enabled, receive activation email with QR code, download the app for your device, and scan the QR code to activate. For complete setup instructions, see our App Configuration guide.

Can I use multiple numbers with the app?​

Yes! The app supports multiple outbound caller IDs, different numbers for incoming calls, and custom call flows for each number. Learn more in our Making & Receiving Calls guide.

What happens if I miss a call?​

The system provides several options: Voicemail with email delivery, call forwarding to another number, queue callback features, and failed calls tracking in call history. Configure these features through the Voicemail module or Contact Methods.

How do I monitor call activity?​

Track your calls through the Call Analytics section where you can view detailed call records, monitor call statistics, track failed calls, access call recordings, and generate performance reports. See the Call Analytics guide for details.

How do I check my account balance?​

To check your prepaid balance, go to My Account > Dashboard and select the "Summary" tab. We recommend maintaining at least $1.00 in your account to ensure uninterrupted service.

What dialing format should I use for outbound calls?​

Use the E.164 format without any prefixes (no 011, 00, or + symbol):

  • For US/Canada numbers: Country code (1) + area code + number Example: 19176282411
  • For UK numbers: Country code (44) + number Example: 442036031157

How do I report issues with the phone system?​

You can:

  1. Open a ticket through My Account > Tickets
  2. Start a discussion in our community forum at discuss.flynumber.com
  3. For phone system app specific issues, use the Report an Issue feature in App Settings