Welcome to WigWag business phones help and information for VOIP phone users

Please select your topic category.

Getting Started

How to access the customer portal (control panel)

The Customer Portal enables you to configure your system, add or remove new features, view your call reports and top up your calling credit (applies to pre-paid plans).

To access the portal, simply go to https://chat.wigwag.co.uk and login using your username and password. If you don’t already have an account, you can sign up for free by clicking here

First steps to building your phone system

By now you should have already signed up for a WigWag Phone account and logged in to Manager for the first time. If not, you’ll need to head over to our signup page and activate your account first, before completing the steps below.

Once logged in, you should see something like this:

WigWag business phones customer portal

Step 1: Add a payment method

To add any numbers and/or features to your account, you’ll first need to confirm your identity by adding a payment method. To do this, either click the message at the top of the page or select ‘Admin’ > ‘Billing’ from the main menu, followed by ‘Add payment method’.

WigWag business phones customer portal billing setup payment methods

Once you have selected a payment method and submitted your card details, you can return to the Manager to start configuring your system.

Important: No payment will be collected at this stage. Any features you add to your account are free to try until the end of the current month. If they are removed before the beginning of the following month, there will be no charge. Your first monthly bill will include rental for any chargeable features remaining on your account at that time.

Step 2: Add a phone number
We’ll need to add a phone number for people outside your business to call. To do this, choose ‘Incoming Numbers’ from the main menu, followed by ‘Add Incoming Number’.

WigWag business phones add incoming number

Select the required area code (you may also search by area/prefix) and choose an available number from the list.

WigWag business phones confirm incoming number

Done that? Great! Now you have a number; it’s time to set a destination, so we know where to direct your calls.

Step 3 – Add a destination.
Now you have a number for your business; you’ll need to set a destination for incoming calls. There are several destination types to choose from, including a single person or a group of people, and the destination can even vary depending on the time of day. For now, though, to keep things simple, we’ll send all calls to a single person.

WigWag business phones incoming number

To do this, select/expand the number you just added and click the ‘Not Set’ text. A list of destinations will appear, which currently will be empty (unless you’ve added one previously).

Click ‘Create destination’ to create your first extension. Eventually, you’ll want to add an extension for each member of your team, but right now we’ll start with your own

WigWag business phones incoming number create destination

Choose ‘Phone Extension’ from the list – you’ll then be offered the choice of two types of extension. If you’d like to forward calls to an external number such as your mobile, choose ‘Virtual Extension’. If you’d like to connect an app or VoIP handset to making/receiving calls directly over the internet, choose ‘Regular Extension’.

Important: Calls which are forwarded to a phone number outside of our network are subject to the usual outgoing call charges.

You’ll need to give your extension a 3-digit internal number, and a name.

WigWag business phones incoming number create destination number

Click ‘Next’ then ‘Confirm’ to complete your order and finally, click ‘Save’ to assign the new destination to the number.

WigWag business phones incoming number create destination number confirmed

Congratulations – you are ready to start using your new business phone system!

Next steps
If you added a regular extension above, you’d also need to connect your device(s). We support just about any device, from dedicated VoIP handsets to tablets or smartphones, on any platform. The easiest way to get started is to download and install one of the recommended softphone apps.

You’ll find more information about virtual vs regular extensions and the features available for each in our phone extensions guide.

Finally, if you have any questions or need help with anything, we’re here to help! Chat to a member of the support team directly from within the portal, or give us a call during office hours on 0115 824 5600.

We’re delighted to have you on board!

Adding and removing users

You may grant other users access to login to your portal by adding additional team members. Users may be granted permission to manage just a single extension, or all of them depending on your requirements.

WigWag business phones invite new team member

Adding a New User
Click “Invite new Team member” and complete the following fields:

Access level– choose between

Extension – users can only view/modify their own extension

Admin – Users have full access to view/modify most things on the account

Owner – Users have ultimate control over the account, including granting access to sensitive information such as call recordings. An account can have multiple owners.

Access to call recordings– this option allows you to specify which extension should be managed by this user.

Accepting an Invite

Username– this must be at least 6 characters long and may only contain letters/numbers.
Password– minimum 6 characters.

Removing a Web User
Select the user(s) you wish to remove and click “Remove Selected”.

How to configure the Cloud Softphone app for iPhone and Android

Before you get started make sure you have been invited to the team so you have a username and password for the WigWag Phones portal. Admin > Team > Invite new team member.

Once accepted please ensure you have been allocated a default extension. If this isn’t done, you’ll get a message on the app to say “default extension not set”. An owner or admin rights user can do this by going to Admin>Team>Not set here you can allocate a default extension

WigWag business phones team member not set

1. Install the free Cloud Softphone app.

App store download

Google play download

2. Sign in with your username [email protected] and your chosen password.

3. Once you login to the app, in the top left the account name should be shown in green that shows that you’re now able to start making and receiving calls – it’s as easy as that.

WigWag business phones app screen

Feature access codes (star codes)

Most features of the system can be controlled/activated via the web portal and other tools (e.g. Chrome extension).

However, certain in-call features and other functions may be toggled by dialling the appropriate feature code from your connected handset:

Voicemail

*95 – access own mailbox

*95xxx – access specific mailbox (where xxx is the 3-digit mailbox number)

0 – access any voicemail (will prompt for mailbox/password)

Transfer

** – blind transfer – transfer your current call directly to a specified extension, without speaking to the person at that extension first

## – attended transfer – opens up a new line and calls a specified extension. You can then speak to the person at that extension, confirm that they would like to receive the call, and when you hang up that call, the original caller will be transferred to them. If the person at that extension doesn’t want to receive the call (or you get through to their voicemail for example) you can retrieve the original caller by dialling *0

Queue Members

*98 – log out of queue (stop receiving calls)

*96 – log back into queue (start receiving calls)

*97 – toggles between logging in / logging out of a queue

Call Pickup

*21 – pick up any ringing extension

**xxx – pick up specific ringing extension by its 3-digit short number (eg. **101)

**xxxxxx – pick up specific ringing extension by its 6-digit username (eg. **123456)

Hot Desking

Receive calls on another extension (hotdesk)
Do you sometimes spend time at another desk or move around between offices? Wish there was a way for your calls to follow you along with all your settings? Then our new feature could be just the ticket.

Now, instead of setting up call forwarding or making others aware that you have moved, you can simply let the system know your new temporary location and immediately your calls will start ringing on this new extension.

To use the feature, you must already have your own extension on the system. Then, from another extension simply dial *78xxx, where xxx is your own 3-digit extension number. You will be prompted for your PIN, which can be set in the web portal, and immediately your calls will start ringing on this new extension. Any other features such as voicemail, call recording or forwarding will continue to operate as normal.

When you return to your own extension, dial *79xxx from any extension (or simply *79 from your own) and your incoming calls will return with you. There’s really nothing more to it!

*78xxx – register your temporary location, where xxx is your own extension number (must be dialled from an extension other than your own)

*79xxx – deactivate (dial from any extension) – if dialling from your own extension then simply *79 will suffice.

Speed Dial

*0 – dial a stored number from the shared phone book (configurable via the portal)

Other

*67 – withhold CLI for outbound call (where number is the destination you wish to call)

*74 – enable/disable call forwarding rule

*1 – start/stop recording during a call (must be enabled on the extension first via the portal)

Calling 101 and 111 Non-Emergency Numbers

The police force and NHS have added non-emergency 24 hour contact numbers for callers that need help but without the situation being an emergency.

Calls to the police on the 101 number should be made when an incident has already occurred, such as theft, damage or a minor traffic accident. Only for serious incidents, when a crime is taking place should you call the 999 number.

NHS have also released the number 111 for when you need medical help fast but not in an emergency situation.

It is possible to call these numbers from your WigWag phone system, by simply prefixing the number with 44. So, for 101 non-emergency police it’s 44101. For NHS (111) it’s 44111.

As more 3-digit numbers are introduced in the UK, dialling them from your WigWag phone will require the same 44 prefix to be added.

Of course, in the event of an emergency, you should still use the regular 999/112 emergency service, both of which are reserved numbers on the system and can be dialled without any prefix.

Softphone Apps

If you’d like to get your phone system up and running quickly, without the need for additional hardware, then downloading a softphone app is a great place to start.

App store download

Google play download

If you’d like any help configuring your softphone app, give our support team a call on 0115 824 5600.

IP Addresses and Whitelisting

If you need to whitelist/allow any specific IP addresses from ourselves, please ensure the following are configured on any relevant devices/applications:

IPs

149.91.14.0/24
154.51.137.96/27
78.40.245.160/27
178.22.136.24/29
178.22.136.48/28
178.22.140.48/28
178.22.140.242/32
178.22.143.80/28
185.63.140.0/26
185.63.141.0/26
185.63.142.0/26
185.63.143.0/26
178.22.139.0/26
172.86.224.0/24.

PORTS

(Please note that these should be available for both inbound and outbound traffic)

SIP Port: 5060 (UDP)

Media Ports: 1024-65534 (UDP)

Please note: this is not an all-inclusive list and some of our apps may require other ports to be available

Remote Working

Please find below some frequently asked questions about working remotely and your WigWag phone system.

Can we take our phones home?
Yes! Most of your VoIP phones can indeed be unplugged and then connected to your router at home.

What other options do we have to work remotely?
There are plenty of ways to bring your extension with you, wherever you are. Some of the possible options are:

Communicator:
Team Members (if you need help adding them, please refer to the “Getting Started” + “Adding and removing users” of these Frequently Asked Questions

Cloud Softphone:
Team Members are able to log into the Cloud Softphone app. To configure the app please refer to the “Getting Started” + “How to configure the Cloud Softphone app for iPhone and Android” of these Frequently Asked Questions

Other Softphones:
There are multiple other softphones you could use – many of these are free if you do not require any advanced functionality. Please refer to the “Getting Started” + “Softphone Apps” of these Frequently Asked Questions

Please note: you can only connect five devices to an extension at any time!

Is this any different to using a desk phone? (eg in terms of call queues and ring groups)
No – it should behave in exactly the same way – just like bringing your desktop phone home with you! This includes:

Ring groups
Call queues
IVRs
Do the options above cost any extra?

No – unless you decide to use a paid-for softphone app (Cloud Softphone doesn’t cost anything extra)

Can you help us set up a softphone?
Sure, for cloud softphone we have a specific guide: please refer to the “Getting Started” + “How to configure the Cloud Softphone app for iPhone and Android” of these Frequently Asked Questions

For other devices, you should be able to follow the creators guidelines, when you need SIP settings specific for the softphone, you can find them on the portal. please refer to the “Manager” + “Phone extension SIP settings” of these Frequently Asked Questions

If you are still stuck, feel free to email us at [email protected] or give us a call on 0115 824 5600.

Setting your Password/ Password Strength

When you create your user profile password, or you change your password, you will need to ensure your password meets the following criteria:

Must have upper and lower case letters, such as ABC def
Must contain a number, such as 0 to 9
Must contain a special character, such as ~ ` ! # $ % ^ & * @ + = – [ ] ‘ ; , / { } | \ ” : < > ? .
Must be between 8-50 characters
How to change your password

1. Go to User Profile

WigWag business phones user profile

2. Click on Change Password below your details

WigWag business phones user change password

3. Input your old password and create a new password that meets the criteria.
When all the criterion are met, your password will be accepted. Please follow good password management (such as do not write it down or use easily guessable words or phrases)

Manager

Public Numbers

An incoming number is your link to the outside world. It lets people call you from anywhere, from a normal phone or a VoIP system. WigWag lets you purchase incoming numbers and route calls through to your extensions in different ways.

Incoming numbers look like a regular telephone number with an area code at the beginning and a series of digits at the end. Public numbers can be geographic (e.g. numbers beginning with 01, or 02) or non-geographic (03, 08). You can purchase different numbers for different purposes; for example, a non-geographic number for your website, and a geographic number for your local press advertising.

To receive calls from outside the WigWag system, you will need to add at least one incoming number to your account.

Adding a Public Number

Once logged in to your WigWag dashboard, click Incoming Numbers on the left-hand side of the screen. If you have any incoming numbers, they’ll be listed here.

Click the Add phone number button.

Select your chosen area from the list.

WigWag business phones incoming number

WigWag business phones add incoming number

Select your chosen number from the list.

WigWag business phones add incoming numbers

Review the cost and click Confirm.

1. Define Your Destination

Incoming calls can be sent to any of these destination types:

A phone extension, either Regular or Virtual (How to add an extension)

A Ring Group, also known as a ‘hunt group’, containing several extensions; these can ring simultaneously, or one by one in turn (How to add ring group)

A Call queue, where the call is held until someone answers (How to add a call queue)

An IVR menu, where they can choose from a list of options (How to add an IVR)

A Shared mailbox, or voicemail destination (How to add a shared mailbox)

Use the icons across the top of the screen to create the destinations you’ll need.

2. Assign a Destination to Your Number

Click Incoming Numbers at the top of the screen.

Then, click the incoming number you want to edit. The number you select is highlighted with a grey outline.

WigWag business phones assign destination

If the number is new, you will see Not set next to the destination. Click here to create the default destination for the number.

Choose from the destinations that you created in the previous step.

WigWag business phones choose destination

Advanced Destination Options

WigWag allows you to define a number of additional destination options:

Routing Rules allow you to specify how a call is handled at different times. For example, you may want work calls routed to your mobile during office hours, and routed to voicemail on evenings and weekends. To add a new rule, click Add and set the time interval and destination – please note that these will only apply to external calls.

Welcome Sound lets you choose a sound file that’s played to the caller on connection.

SMS Settings allows you to receive SMS messages to your chosen number. This option only appears for enabled numbers (such as those with geographic area codes)

Set Identifier lets you see which number someone has dialled by giving the number a unique name

Switch to Fax converts the number into a fax line. Fax numbers are noted with a small fax machine icon

Remove Phone Number permanently deletes the incoming number from your account

Receiving SMS messages on your public number

The WigWag network allows you to send and receive SMS messages using certain incoming numbers.
Unfortunately, not all numbers are capable of receiving SMS messages (ported numbers, for example), so please check with us if you are unsure.

Before you can send or receive SMS messages, you need to activate your WigWag number and define the destination email address. This only needs to be done once.
Activating SMS on your number
From the portal, click Incoming Numbers, then click the number you want to activate. The number you select is highlighted with a grey outline.
Next, click the SMS Settings icon.

Note: If you do not see the SMS settings icon, the number is not compatible with SMS messaging services.
In the menu that appears, tick the Allow incoming checkbox, and enter the email address where incoming SMS messages should be delivered.

Sending SMS messages from the portal

To send SMS messages from the portal, login to your account and click on the SMS history tab under reports.

To send a new message click on the “New Message” button. Next choose the number from which you would like to send the message, enter the destination and then the body of the message.

WigWag business phones sending sms messages

Finally, click “Submit” to confirm.

Please note: to send SMS you will need a number which is SMS enabled or a caller ID which has been added by our support team.

Phone Extensions

Every user in your business needs a phone extension. The extension can be a hardware phone, a virtual softphone app, or a forwarding number (such as a mobile number).

When a call comes in, it’s routed to the assigned destination, and the extensions you’ve defined will ring.

Adding a Phone Extension
On the left-hand side of the screen go to ‘Extensions’. Then, click the Add extension button.
In the dialogue box, choose a Regular or Virtual extension (Charges may apply for regular extensions), then assign a unique 3-digit extension number.

WigWag business phones incoming number create destination

If you’re not sure what to choose here, remember that:

Regular extensions are VoIP extensions. They offer call recording and voicemail functionality, and they allow you to redirect calls at different times of the day.

Virtual extensions are forwarding extensions. With this option, you can forward a call to your landline or mobile, but you can’t use our advanced VoIP features.

If the extension is a Regular extension, it will be tagged with a telephone icon with a solid dot in the center. If it is a Virtual extension, you will see a telephone icon with a forward arrow.

Configuring an Extension

Click the extension you want to edit. The extension you select is highlighted with a grey outline.

Regular extensions offer the following options:

Outgoing caller ID lets you specify which number will be shown on the recipient’s screen when you call them

Ring timeout specifies the duration that the call can ring before it is classed as ‘unanswered’

Call recording records all calls through this extension, allowing you to download them later. Call recordings are kept on our server for 30 days before they are permanently deleted. Please note calls forwarded to a mobile number via a forwarding rule on a physical extension are also reccorded.

Call waiting redirects one additional call to the additional line on your VoIP device or app, if that feature is available

Forwarding Rules let you specify particular conditions that will change the way a call is forwarded. For example, on a Bank Holiday, you can automatically have calls sent to voicemail.

Voicemail Settings allow you to toggle voicemail on or off for the extension. You can also set the security PIN code and a notification email that will be used when a new message is received.

Connected Devices lists the hardware phones and/or softphones registered to this device. Click Connect a handset to set up a new device or app, using the settings provided.

Virtual extensions offer the following options:

Forward calls to can be any landline or mobile number. You can even use an international number if the account settings allow it.

Ring timeout specifies the duration that the call can ring before it is classed as ‘unanswered’

Call screening lets you confirm that you want to answer the call before it is connected

Phone extension SIP settings

n order to connect a handset or softphone, you will require the SIP settings for the individual phone extension you wish to connect to. These are unique to each extension on your system and can be found by logging into your customer portal at https://chat.wigwag.co.uk/

To view the settings, select Destinations from the top bar then navigate to Phone Extensions and choose the extension you wish to connect to. Once you have clicked on the extension, click Connected Devices.

then the Connect a handset button.

This will open a dialog containing the SIP username, password and server address which will all need to be entered into the relevant areas of the handset configuration.

Please refer to the Handset Configuration section for individual guides to configuring a number of popular handsets.

Creating and Editing Ring Groups

Ring groups, or hunt groups, allow you to place a number of extensions in a group. This allows you to select which phones ring, and for how long.

When the incoming number is dialled, the ring group is selected as the destination.

Adding a Ring Group

Click “Ring Groups”

To add a new group, click the Add group button

WigWag business phones add ring group

Enter a unique 3-digit number for the group, and a name to describe it.

Click Confirm to add the group.

Configuring a Ring Group

Click the ring group you want to edit. The group you select is highlighted with a grey outline.

The first thing to choose is the Strategy.
This describes how the system will ‘hunt’ for group members:

Ring all means that all extensions will ring at the same time. If any extension in the group is busy, the others will still ring.

Cascade means that each extension will ring in turn. If any extension is busy, the system will skip it and move on to the next available extension.

The settings for Ring all and Cascade are similar:

Ring timeout defines the duration that can pass before a call is considered ‘unanswered’. This is only available if the Ring all strategy is selected.

Failover destination is the back up destination that is triggered if the call cannot be routed (for example, if all extensions are busy)

Cascade delay is the duration that one extension will ring before the call is passed to the next extension. This is only available if the Cascade strategy is selected.

WigWag business phones ring groups

Under ‘Edit group members’, you can add and remove extensions from the ring group. Selected members will be highlighted.

WigWag business phones ring groups destination

If you have selected Cascade, you can choose the order that the extensions will ring. Select one extension from the list, then use the arrow icons to move it up or down.

Ring groups with virtual extensions

Q. I have set up two virtual extensions, which call mobile phones.

I have also set up a ring group, and pointed a public number to that ring group. The group has both mobile phones (on virtual extensions) in the group.

What I expect to happen is, when I call the public number, both mobile phones ring until one is picked up.

What actually happens is one of the mobile phones rings.

How do I get this to work?

A. Your concurrent calls limit is probably set too low – please email [email protected] stating your account username and someone will be able to take a look for you.

Call Queues

A call queue is a holding area for incoming calls. Your caller will be greeted with a welcome message, then will hear music (or your own marketing message) until the call is answered. Call queue settings can be customised to ensure your calls are handled correctly while giving callers get the best possible customer service experience.

Please note: we highly recommend that you use the Login and Logout functionality to ensure only those ready for calls are in the queue.

Adding a Call Queue

On the left of the screen click Call Queues. Any existing queues are listed.

To add a new call queue, click the Add queue button.

WigWag business phones add call queue

Enter a unique 3-digit number for the queue, and a name to describe it.
Click Confirm to add the queue.

Configuring a Call Queue

Click the call queue you want to edit. The extension you select is highlighted with a grey outline.

Welcome message allows you to select a greeting that you have already uploaded

Maximum hold time specifies the maximum duration your caller should be kept on hold before timing out

Timeout destination specifies the destination if the hold duration exceeds the maximum hold time

Under Members, you can add and remove extensions from the call queue. To add or remove members, click the Edit group members button. You can also choose the order that the extensions will ring. Select one extension from the list, then use the arrow icons to move it up or down.

WigWag business phones call queues

Advanced Call Queue Options

Click the Advanced icon to reveal the advanced settings for the call queue:

Ring strategy determines the way calls are passed to call queue members. See the next section for a detailed definition

Ring members for determines the ring duration on each attempt

Retry after sets the amount of time the system will wait before trying each extension again. This process continues until the maximum hold time is met

Caller should hear allows you to set music or a dialtone as the caller’s audio while in the queue

Announce position tells the caller their current position in the queue

Keypress destination allows the caller to press a key to jump out of the queue to a different destination

Periodic announcement plays a greeting or marketing message at regular intervals

Metrics Options

Click on the Metrics icon to see three further fields that relate to how statistics are handled for the queue:

Service level threshold is the time in seconds you aim to answer calls

Abandoned threshold the time in seconds a call has to have been in the queue to be included in the statistics, anything shorter than this will be discounted

Notification email the address to send notifications of abandoned calls (calls must have been in the queue longer than the threshold above)

Ring strategy settings

Ring strategy allows you to determine how calls are passed to call queue members:

Ring all rings all extensions simultaneously

Linear distributes calls according to your list order, from top to bottom

Round robin remembers who took the last call and will start ringing the following extension in the list.

Fewest calls transfers the call to the user who has answered the fewest calls so far and will continue to try that person until they pick up (we highly recommend you use the Queue Login and Logout feature with this ring strategy)

Least recent transfers the call to the user who least recently answered a call and will continue to try that person until they pick up (we highly recommend you use the Queue Login and Logout feature with this ring strategy)

Random passes the calls through to destinations in a random order

Queue Login and Logout
*98 – log out of queue (stop receiving calls)

*96 – log back into queue (start receiving calls)

*97 – toggles between logging in / logging out of a queue

Voice Menus (IVRs)

Also known as IVRs or auto-attendants, voice menus help to direct callers to the most appropriate person or department by giving them a number of options. For example, a caller may hear, “Thank you for calling. Please press 1 for support, 2 for accounts,” or any other options that are relevant to your business.

Adding a Voice Menu

To add a voice menu, from your portal select IVRs, then click the blue “Add IVR” button and complete the required information. You will need to choose a 3-digit internal number along with a name to identify this menu.

Click “Next” when done, then “Confirm” to approve your order. You are now ready to start configuring your menu options.

WigWag business phones add IVR menu

Configuring your menu

To start configuring your menu, click on the IVR you have just added in the voice menu list. This will open up the settings pane where you will find the following options:

Name– in order to identify this menu on the system.

Entry sound– this will be played to callers when they enter the menu. You may choose from your existing sound files, if you’d like to upload a new sound, you can find out how Here.

Timeout– the time to wait for a key press following the end of the welcome message before performing the specified timeout action (see below).

Menu options
0-9– choose the required action to perform when the specified key is pressed.
Invalid– what to do if an unrecognised option is selected.
Timeout– the action to perform if no key is pressed within the specified period.

Click “Save” when done to apply your changes.

WigWag business phones IVR menus

Removing a voice menu

To remove a menu, click on the IVR you would like to remove in the voice menu list. Then click on the trash icon and you’ll have the option to remove the IVR.

Additional/Shared Mailboxes

User Mailbox

This is the virtual storage location for their voicemail. Every Regular extension you create will have its own mailbox by default. This can be activated in the extension page along with setting a pin and notification email, make sure you save your changes.

WigWag business phones extensions voicemail settings

In some cases, you may need additional mailboxes that are separate to your extensions. This is useful if you need to provide a recorded message, or a general mailbox for a department or team. That’s why they are called ‘shared mailboxes’.

Each mailbox that you create functions in the same way as a user mailbox. Every time a message is left, a notification email is sent to the email address you chose at setup. You can also retrieve messages via any connected handset on the system, just as you would with your own mailbox.

Adding a shared mailbox

At the top of the screen, click Destinations, then click Shared mailboxes. Any existing shared mailboxes are listed.

To add a new mailbox, click the Add mailbox button.

Enter a unique 3-digit number for the queue, and a name to describe it. Then, add the email address that should receive message notifications.

Click Next then Confirm to add the new mailbox.

WigWag business phones add shared mailbox

Configuring a Shared mailbox

Click the mailbox you want to edit. The mailbox you select is highlighted with a grey outline.

Notification email is the email address that receives new message alerts

PIN is the 4-digit code you must dial to retrieve messages from the mailbox, when calling from a connected handset. It is highly recommended that you change this from the default PIN code

Play envelope specifies whether the date and time is spoken before the message

Play caller ID specifies whether the caller’s phone number is spoken before the message

Allow review specifies whether the caller can review their message, and potentially re-record it – before sending it to the shared mailbox

Please note that mailboxes have a limit of 300 messages, if this limit is reached the contents of the mailbox will be automatically cleared and archived. When this happens we will send you an email asking if you would like a copy of the messages.

Uploading Custom Sound Files

WigWag gives you the flexibility to brand your telephone line and answering service. By uploading sound files, you can greet your caller with a customised and branded message, play music while they wait, or deliver periodic marketing or support messages as they wait in a call queue.

WigWag accepts any mp3 or wav file, providing it is no larger than 5MB in size. We recommend using mp3 where possible. Before uploading any file, please check that you have legal permission from the copyright holder.

Hold Music

You can upload new hold music in the portal by going to Admin > Hold Music > Add Music > Drag or select the file you wish to upload

Any music uploaded here will play when caller are on hold, if you have more than one uploaded they will play randomly. Should you not wish to upload any music callers will hear the default music.

WigWag business phones hold music uploads

Announcements

You can upload new announcements in the portal by going to Admin > Announcements > Add Announcement. Once your file has been uploaded, it appears in the list of sound files at the top of the page, and is available to use in relevant commands and menus in the dashboard.

Once your file has been uploaded, it appears in the list of sound files , and is available to use in relevant commands and menus in the dashboard.

WigWag business phones announcement uploads

SMS History

Similar to your call history, here you can find up the minute records of all incoming/outgoing text messages. Records are summarised on a monthly basis and are available to download in CSV/xls format. You may also view the status of each sent message, i.e. failed, pending, sent, delivered.

To access this screen from the portal go to Reports > SMS History

Sending a new text message

To send a message click the “New Message” button or alternatively, click “Reply” next to a received message. Select the number from which you wish to send the message, enter your recipient’s number and type your message into the box provided. Messages are limited to 160 characters each. Multiple recipients can be entered by using a comma to separate each one (max. 50 at a time).

Click “Send Message” when you are ready for it to be sent.

Please note if you do not have a incoming number which is able to send text messages this option will not be available.

WigWag business phones sms history

Call History, Credit & Bundles

WigWag makes it easy to track your calls, and see how your account has been used. In the Account section of the portal, you will find your Call History, detailing all incoming and outgoing calls, along with their cost. If you make a high volume of calls each month, Call Bundles allow you to pre-purchase a quantity of minutes to set destinations, at a much lower price than our standard tariff. You can mix and match, or add multiple quantities to suit your needs. These are available under Credit & Bundles in the Account section.

Listing your calls

Under Account > Call History, the WigWag portal shows you a complete list of all calls made and received through your account. You can see the date and time, caller ID, recipient, duration and cost, plus whether the call was incoming or outgoing. This is displayed by month.

WigWag business phones call history

Credit & Bundles

Under Account > Credit & Bundles, you can see how much pre-paid credit is available on your account, and add more credit by clicking the “Add Credit” button.

You can also add bundles of minutes to control your spend. To add a new bundle, click the “Add Your First” button.

WigWag business phones credits and bundles

Under Expired Bundles, you can see Bundles from previous months in order to compare usage.

Notes about Call Bundles

If you add a bundle part way through a month, the minutes will be calculated on a pro rata basis, and a proportional amount will be charged. For example, if you add a 1000 minute/ £5 a month bundle half-way through the month, you will be charged £2.50, and you will receive 500 minutes. When the bundle renews, you will be charged for a complete month

Bundles will automatically renew every month until you cancel them

Unused bundle minutes do not roll over

Time Intervals

Time intervals are used when adding incoming call rules or forwarding rules for phone extensions. They allow you to set up things like office hours, lunch times, out-of-hours etc in advance and refer to them in multiple places around the portal.

Adding a Time Interval

To add a new time interval from your portal click Admin > Time Intervals > click on the “New Yearly Interval”, or “New Weekly Interval” button.

WigWag business phones time intervals

You will need to enter a name for the time interval and optionally a description. Next you must add the days and times of the week covered by this interval. For example, a typical out-of-hours interval may look like this:

WigWag business phones time intervals public holidays

Click “Save” when done and your time interval will be saved for future use.

Updating a Time Interval

You may edit an existing time interval by clicking the the interval you wish to change. Please note this will affect any forwarding rule which currently uses the interval.

Removing Time Intervals

To remove time intervals, select one then click the “Delete” button.

Call Forwarding Rules

On individual extensions, you are able to create forwarding rules. This is available from the Extension view screen by clicking on the Forwarding Rules>Add Forwarding Rules:

WigWag business phones forwarding rules

There are multiple options you can adjust:

During Time interval: When this rule is active

If Call Status is: This refers to which scenarios the rule applies to.
ANY: Always on
BUSY: When we receive a busy signal from the device (for example they could be on the phone or some do not disturbs also count as busy)
UNANSWERED: When the call times out (based on the portal settings)
FAILURE: Anything other rejection (for example, if no phone is currently connected to the extension)

Action: what to do with the call

To: the number if it is being forwarded. This can be an extension or an external number NB: if this is an external number it will incur an outbound call charge

Apply to queue/group calls: by default a forwarding rules only apply to direct calls but you can adjust that here

Preserve Caller ID: Whether the original caller’s number will be shown on any follow-up call or the extension/outbound caller number.

Enable call screening: This will set call screening on the forwarding rule

Apply to external calls only: Do not apply the rule to calls from other extensions

Assigned Key: You can use *74xx (xx being the rule assigned key) to turn the rule on or off. This can also be done under the Forwarding Rules section)

WigWag business phones call forwarding rule

How do I record all my calls

Q. Is there any way to set up the service so that all calls are recorded automatically and can subsequently be listened to using the online system?

A. If you have a phone extension on your account you can set up call recording and record all calls.

To set this up, login to your portal and go to the phone extensions page. Click on the drop-down icon next to the chosen extension and under the ‘call recording’ option select ‘always’. After saving changes, all calls should be recorded on that extension and can be found in the menu under ‘reports’ then ‘recorded calls’.

The ‘on-demand’ feature would allow you to toggle on and off call recording by pressing *1 during a call. The recording will be off until toggled on during a call.

Please note calls forwarded to a mobile number via a forwarding rule on a physical extension are also recorded.

WigWag business phones call recording

Transferring calls

There are many ways to transfer a call and these are listen below.

Blind transfer – is transferring the call without speaking to the person first

Option 1
During the call press, the transfer key and then fail the extension number.
Press Send/Transfer to release the call

Option 2
While on the call press ** then the extension number (eg**104) then transfer which will send the call.
Attended transfer

Attended transfer is speaking to the person first to see if you have permission to transfer.

Option 1
During the call press, a LINE key (as if you were beginning a new call), This will put the first call on hold.
Enter the extension number your wish to speak with and dial.
Once you have confirmed they would like to speak with the caller, end the call and click the line to grab the first call back, and then follow the above instruction for a blind transfer.

Option 2
While on the call press ## then the extension number and press transfer. This opens up a new line and calls the specified extension. You can then speak to the person at that extension, confirm that they would like to receive the call, and when you hang up that call, the original caller will be transferred to them. If the person at that extension doesn’t want to receive the call (or you get through to their voicemail for example) you can retrieve the original caller by dialling *0.

Please note that the process can vary slightly depending on the handset you are using. For example the name of some keys may vary etc. Its always best to also check the handbook that came with your phone however if you have any issues please do let us know and we will try to help as best we can.

Number Blocking

This feature allows the blocking of calls based on the incoming caller ID.

Reject Anonymous Callers

Reject calls based on a specific given number or a number pattern (e.g. 0870 xxx).

WigWag business phones blocked callers anonymous

How to implement

1. Within the left hand panel of Management Interface, click on Admin and select Blocked Callers

2. Click the Add Blocked Caller button and select from

Match Exact Number to specify a number,

Number begins with to block all calls beginning with numbers such as 0870, or

Anonymous for all calls where the callers number is not shown (presented).

3. Provide the details required in the 2nd box and click the Add button.

Please note: any person or business has the right to represent an anonymous CLI and you may miss out on legitimate calls as a result of blocking anonymous callers.

WigWag business phones blocked callers

Communicator

Getting started with WigWag phone communicator

What is WigWag phone communicator?

WigWag phone communicator allows you to make and receive calls directly from within your web browser, without the need for any additional browser plugins, addons, or downloads. It users a new browser standard called WebRTC (Web Real-Time Communication) which is supported in most modern web browsers. You can find out more about which browsers are supported here.

To access communicator click on the icon in the top right of your portal.

WigWag business phones communicator

Exploring Communicator

WigWag business phones exploring communicator

This is the Communicator’s main view. On the left-hand side we have a list of all extensions on the account, as well as the company phone book. On the right-hand side we have a log of your extension’s recent calls. In the centre is the dialler.

In the list of extensions on the left-hand side, you’ll notice that they have small coloured indicators next to them. These essentially act as Busy Lamp Fields (BLFs) which just means that they indicate whether or not that person is on a call. There are a few different states that they can be in, which are as follows.

Solid green – The extension isn’t on a call and isn’t ringing
Flashing red – The extension is ringing
Solid red – The extension is on a call
Grey – The extension’s status is unknown

Using Communicator
Let’s say you’d like to use Communicator to call Steve. You can do that in one of the following ways:

Click Steve’s name from the list on the left
Dial Steve’s number in the dialler and press the green Call button.
Search for Steve in the search box above the dialler and either click his name, or use your arrow keys to select him and press Enter to dial.

Once you’ve started a call with Steve, you’ll see a few more buttons appear.

WigWag business phones communicator calling

From left to right, the buttons in the black bar are as follows:

Mute – Mute the call so they cannot hear you, but you can still hear them
Volume – Change the volume of the call
Hold – Place the call on hold, or remove the call from hold
Dialler – Show the dialler so you can press keys during the call
Transfer – Initiate a transfer of the call to another extension

Just below these buttons you will see a list of all of your ongoing calls, along with a Plus button that will allow you to place the current call on hold and start another call.

Transferring a Call
Let’s say we receive an incoming call from Steve and, after speaking to him, we discover that he’d like to be transferred to Michael. We now have two options of how to transfer the call; blind transfer or attended transfer.

If we were to do a blind transfer we would just send Steve’s call directly to Michael without speaking to Michael first. An attended transfer, on the other hand, lets us speak to Michael first to make sure he wants to accept the call and, if he does, we then transfer Steve straight through.

Blind Transfer

Performing a blind transfer is very simple. While speaking to Steve we first press the Transfer button, which will light up to indicate we’re initiating a transfer. Then, we can either key in Michael’s extension number (101) and press transfer, or just click on his name on the left-hand side. Michael’s phone will start ringing and the call will disappear from Communicator as it has been successfully transferred.

WigWag business phones communicator transfer

Attended Transfer
Performing an attended transfer involves a few more steps, but it has the added benefit of allowing you to speak to the person you’d like to transfer the call to first to ascertain whether or not they’d like to accept the call.

To perform an attended transfer, we first need to start a new call to Michael, which we can do by just clicking his name in the extension list on the left. This will place Steve on hold and immediately start dialling Michael.

Once Michael answers, we can ask if he’d like to take the call. If he wouldn’t, we can just end our call with him, and go back to speaking to Steve as normal by clicking his name in the Ongoing Calls list at the bottom. If, on the other hand, Michael would like to take the call, then we transfer Steve through to him.

To do this, we just need to press the Transfer button, which will light up to show that we’ve initiated a transfer, and press the new green Transfer button that has appeared next to Steve’s name in the Ongoing Calls list at the bottom to transfer the call. Steve will immediately be speaking to Michael and the call will disappear from Communicator as it has been successfully transferred.

Switching Extension

If the user you’re logged in as has access to multiple extensions, you’re able to switch between which extension you’re using using the dropdown menu on the right-hand side of the search bar at the top. Once you’ve switched to another extension, you will start receiving all calls to that extension, and any outbound calls you make will be made from that extension.

Communicator Audio Device Issue

This article is designed to help with a specific issue where Communicator does not load correctly on Google Chrome based browsers.

Symptoms:

BLF (list of other extensions) is all gray
Unable to make outbound or accept inbound calls
Unable to select Audio Devices from the settings drop down

Possible Cause:

The site does not have access to the Microphone
We have recently been made aware of an issue where some browsers will not prompt for access to the Microphone. To fix this please follow the steps below:

1. Click on the menu button on the top right
2. Select Settings

Communicator audio device issue browser settings

3. Scroll down and select Site Settings:

Communicator audio device issue browser settings

4. Click on View permissions and data stored across sites:

Communicator audio device issue browser settings

5. Click on the WigWag Apps site:

Communicator audio device issue browser settings

6. Click on the drop down for Microphone and select Allow

Communicator audio device issue browser settings

7. Go back to the Communicator page and it should prompt you to reload the page to apply the new settings, if it doesn’t – restart your browser.

Chrome Extension

Installing the Chrome browser extension

To install the extension, click the following link:

https://chrome.google.com/webstore/detail/wigwag-phone-dialler/kebgilghanbgjnmcgmdoehjkkmdbincg

This will take you to the web store, where you should click the “add to chrome” button to install it to your browser…

WigWag chrome extension link

After a few moments our logo will appear in the top-right corner of your Chrome browser. The extension is now ready to connect to your account.

WigWag chrome extension login

Logging into your Chrome extension

WigWag chrome extension login

Enter your username and password, then click “Login”.

You will be prompted to choose your phone extension from the list. When using the click-to-dial functions, the system will call your handset first, then connect you to the number entered – so make sure your handset/soft-phone is nearby!

WigWag chrome extension logged in

Click “Save” and you are ready to start using the extension.

Chrome extension – Making calls

There are several ways in which to initiate a call from the Chrome extension.

1. Manual Dialling

With the extension open, click the “home” icon in the left hand corner of the extension window. Type the destination number into the box provided (or copy and paste) then click “Dial”. Your handset/soft-phone will start to ring – once you have picked up your handset, the system will connect you to the dialled number.

WigWag chrome extension logged in

2. Click-To-Call

When a web page is viewed, the extension will automatically detect phone numbers on the page and turn them into clickable links (this can be turned on/off in preferences):

WigWag chrome extension highlights phone numbers

When you click a number, a new window will open as shown below. Click the “Dial” button and your handset or soft-phone should start ringing. Pick up the handset and you will be connected to the selected number.

WigWag chrome extension clickable numbers popup

3. Phone Book

One more option available to make calls is to dial numbers that are stored in your phone book.

Select the phone book from the navigation bar, then click the desired number to initiate a new call to the selected contact.

WigWag chrome extension phone bookp

Chrome extension – Sending and Receiving SMS

To send new messages and view any received messages click on the envelope icon on the navigation bar of the extension. The following window appears showing the most latest message in any recent SMS conversations.

WigWag chrome extension sms messages

To send a new SMS (text message), click the New+ button, which is below the SMS conversations.

WigWag chrome extension new sms message

Enter the recipient’s number and select the number from which you would like the message to originate.

Type your message, then click “Send”.

If successful, a message will appear at the bottom saying “message sent”.

If it fails then a red error message appears. Correct any errors and click send once more.

To read full SMS conversations click on either the name or number in the recent conversation list and the full conversation between you and that number should appear like the following.

WigWag chrome extension full sms message

Chrome extension – Phone Book

The phone book is shared between all users on your account. You may click on a number to call it directly or use the SMS icon to send a new message. If an incoming number matches an entry in the phone book, the contact’s name will be displayed automatically on your handset, in addition to their number.

To access the phone book, open the extension then click the phone book icon in the navigation bar:

WigWag chrome extension phone book

To add a new entry click on add:

WigWag chrome extension add new contact

Enter a contact name, number and (optional) speed dial, then click “Save”.

Once added the entry should be shown in your phone book as below.

WigWag chrome extension phone book

You may edit an entry by clicking the “pencil” icon to the right of the chosen contact. From here, you may modify the entry or click “Delete” to remove it from the phone book.

Chrome extension – Recent Calls

You can see your recent call history by opening the extension and clicking on the button next to dial on the number dialler page.

WigWag chrome extension recent calls

Displayed is a selection of your most recent calls, showing the time, date, number, direction and outcome of the call:

WigWag chrome extension display recent calls

To return to the dialler, click the “Back” button (or use the “Home” button on the navigation bar).

Chrome extension – Preferences

To access your extensions preferences you need click on the cog icon in the top right corner of the extension.

This should bring up the following options..

WigWag chrome extension preferences

From here you can change the phone extension that you previously selected, turn on/off clickable numbers, reset all data, notification settings and screen popping settings.

To change the currently connected phone extension simply click on the drop down arrow, select the correct extension and click save.

Clicking on notification settings brings up the following options…

WigWag chrome extension preferences notifications

Here you can turn off notifications for incoming calls and incoming SMS separately. You are also able to change the time the notification stays open on your screen by inputting a time between 1-20 seconds. Make sure you press save to keep any changes you may have made.

Clicking on the screen popping tab brings up the following…

WigWag chrome extension preferences screen popping

From here you are able to switch screen popping on and off and enter you application URL, remember to click save if you have made any changes.

The final option on the preferences tab is the ability to turn clickable numbers on or off. Clickable numbers switched on allows users to click the majority of numbers on webpages to make instant calls.

Chrome extension – Import contacts

You can Import your contacts and phone numbers from a .csv file direct into your phone book

Firstly prepare your spreadsheet with a few numbers and contacts so you can test the import is working correctly for you

Please Note: Avoid importing the same contacts again as they will duplicate.

WigWag chrome extension phone book import numbers from csv file

You will need to save this file with the .csv extension. i.e. contacts.csv

Then go to the chrome extension and then contacts, at the bottom of the contact list there is an option to import contacts

WigWag chrome extension phone book

Clicking on import will open up a window for you to browse your computer to find the file you are importing, once located click open, this will import your contacts

Make a check of your contacts to see if they imported correctly

Chrome extension – Call queue welcome message

How to upload announcements and change the call queue welcome message