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Setting Up & Using CircleLoop

How does CircleLoop work?

CircleLoop is a cloud-based business phone system, which allows you to make and receive calls on any device, anywhere. It works using our powerful apps (iPhone, Android, Mac, PC & Web) which allow you to make and receive calls, as well as providing complete call and message activity history, notifications and feature/ preference settings.

Do I need to have any technical knowledge to set up CircleLoop?

No. We’ve made it really easy with our simple apps. There’s no programming or additional hardware required. As long as you can operate the basic functions on a mobile phone or a computer system, you’ll find CircleLoop a breeze to use. Simply download our apps, and you’re ready to go.

Will an engineer need to come and install phone lines or hardware?

No. That’s the beauty with a cloud-based phone system - no cables or hardware!

How long will I have to wait until my CircleLoop system is ready to use?

0 minutes! It takes about 30 seconds to start your trial, and your phone system will be ready to make and receive calls instantly!

Is the call quality as good as a traditional phone?

Compared to an analogue phone system, in most cases the call quality will be better than what you are used to.

How well does it work on a mobile data connection?

Providing you have a 3G or better connection, CircleLoop works brilliantly. In the event that you don’t have a connection available, we’ll automatically push your call to a backup number, so you’ll never miss a call.

Are the apps free to download?

Yes. As soon as you are a registered CircleLoop user, you can download any of our apps.

Where can I find the apps?

We’ll provide you with a link for the CircleLoop PC & Mac (desktop) app, as soon as you are registered. You can download the iPhone app from the Apple app store and the Android app from Google Play.

How do I make a call using CircleLoop?

It couldn’t be easier. Launch one of your CircleLoop apps, choose a contact or use the dial pad. Then select the phone number you want to dial from and press Call.

How do I receive a call using CircleLoop?

Again, it couldn’t be easier. Regardless of which number the caller has used, our app instantly pushes the call to your mobile phone or computer, which you simply answer in the usual way.

Can I add my contacts to CircleLoop?

Yes, when you set up your smartphone app, you’ll be invited to synchronise your contacts into your CircleLoop system.

What happens if I am logged in to various devices at the same time?

The call will ring out simultaneously on all logged-in devices. Take your pick!

Does Unlimited really mean unlimited?

Our Pro plan includes all calls to UK 01, 02, 03 numbers and most 07 numbers, within fair usage limits. It also includes free of charge voicemail transcription, conferencing. Our Pro plan does not include calls to premium rate numbers, such as 08 or 09, and does not include calls to International numbers, which are charged at our published rates. We also reserve the right to impose fair usage guidelines at our discretion.

Does it cost anything to receive calls on CircleLoop?

No! Receiving calls is free of charge

How many international countries does CircleLoop support?

We cover over 90% of the world with CircleLoop (182 countries in total).

How much will international calls cost?

We’re keen to keep costs as low and as simple to understand as possible, so we offer three simple price bands for international calls. We support over 45 countries at 3p per minute, 60 countries at 10p per minute and 80 countries at 20p per minute.

How much will it cost to call premium UK 08 & 09 numbers?

10p per minute, or 20p per minute depending on the number type.

Can I call freephone (0800 & 0500) numbers for free with CircleLoop?

Yes you can.

Can I make emergency calls (999, 111) using CircleLoop?

No. Emergency calls are not currently supported by CircleLoop.

Do I have to sign a contract with CircleLoop?

No, there’s no commitment with CircleLoop. You just need to accept our terms and conditions.

What’s included in the 7 day free trial?

Full user privileges, including the ability to add users and numbers, plus 30 minutes of free UK landline & mobile calls. Please note that you cannot make international or premium rate calls during your trial period.

Why do I have to provide payment card details for the 7 day free trial?

We ask for card details at the point of registration to ensure that you do not lose connectivity with your phone system at the end of your trial. If you decide to cancel your subscription at any point within the first 7 days, your card will not be charged.

Features & Settings

Do I get voicemail with CircleLoop?

Yes, every user has a personalisable voicemail and this is free of charge to use. You can also choose to have your voicemails sent to text free of charge.

What does voicemail to text mean?

It means that our software uses clever voice recognition technology to convert your received voicemails into text. It saves you having to dial into a mailbox to listen to voicemail messages.

But I can still listen to my voicemails as well, right?

Yes of course you can. All your voicemail messages (audio and text) are stored in your activity feed.

Can I transfer a call to another person in my organisation?

Yes. Our apps make it really simple to transfer calls to your colleagues.

How do the notifications work?

If you miss a call or receive a message, the CircleLoop apps will send you a notification to alert you, or you can choose to receive email notifications if you prefer.

Does call activity sync across all my devices?

Yes it does. Your CircleLoop activity feed shows you all call and voicemail activity for each of your phone numbers.

Can I stop people calling me at certain times of the day?

Yes you can. You can set your Out Of Hours / Do Not Disturb times within the app.

How does the Conference Call feature work?

We provide every user with a unique conference pin, free of charge. You simply share the conference phone number and pin with your attendees, and they dial in. Our software provides the bridge for everybody.

Users & Numbers

How do I add users to CircleLoop?

CircleLoop is self-service, so you don’t need to call anybody, or wait for an engineer, You can simply log-in to our Admin panel and add/ remove users and numbers in a couple of clicks.

How do I add extra phone numbers to CircleLoop?

CircleLoop is self-service, so you don’t need to call anybody to do this. You can simply log-in to our Admin panel and add/remove numbers in a couple of clicks.

I need an international phone number. Can you still help me?

Yes. For a small additional monthly subscription, we offer a range of telephone numbers from major international cities such as New York, Canada, Amsterdam, Sydney and Dublin.

I already have a phone number(s), can I transfer/ port this to CircleLoop?

Yes, we’re happy to transfer an existing number to CircleLoop. We can transfer most landline (01, 02) numbers from traditional providers such as BT, Virgin Media and TalkTalk, and we can transfer some numbers from other providers (please check with us before requesting). We can also transfer the majority of UK mobile numbers with a PAC code. There will be a porting fee of between £10+VAT and £20+VAT per transferred number - that’s simply what it costs us to arrange it, and this will be agreed with you prior to a transfer being instructed.

How long does porting/ transferring a number take?

It varies. Mobile numbers are really straightforward and take a couple of days. Other numbers can take anything from 7 to 20 days depending on the provider we are transferring from. The process is quite old-fashioned and very fussy. Unfortunately, it’s not something that we’re in control of, but we’ll always do our best to speed up the process for you.

If I decide to leave CircleLoop, can I take my number(s) with me?

Yes you can if your new provider supports this. We will charge an administration fee of £25+VAT per number to arrange this.

I want to set up a main number for my office that routes through to my colleagues

No problem. You can do that in a couple of clicks. Simply add a Shared Number to your account, give it a name (e.g. reception, support, sales) and then add your colleagues to it. Easy!

I have a sales team. Can I let my staff use a shared number, to make & receive calls?

Yes you can. Once you’ve created your account, you can use our Admin panel to add new users/ numbers and create Shared Numbers - ideal for your main line, sales teams and support teams.

What if a member of staff leaves my company? Do I still have to pay for their subscription?

No. There’s no contract with CircleLoop - so you’ll stop paying for their phone system as soon as you remove the user in our Admin panel. Just bear in mind that we’ll deactivate their number as soon as you stop paying for it.

Technical Questions

How do I add a CircleLoop number to my mobile phone?

Simply by using our smartphone app. You will be able to run your new CircleLoop number alongside your existing mobile number, without the need for another handset.

Do I still need a SIM card?

You don’t need a new SIM card to use CircleLoop; it works using apps. But you will need internet access on your computer or Wifi/ 4G on your mobile to make and receive calls.

Can I use CircleLoop everywhere in the UK?

Yes. Providing that you have a data or WiFi connection available.

Can I use CircleLoop everywhere in the World?

CircleLoop will work in most countries around the world, providing you have a data or WiFi connection available. However, there are a small number of countries which block internet-based calling for either security or revenue-protection reasons. Internet-based calling is currently blocked in Azerbaijan, Belize, China, Iran, Jordan, Kuwait, Libya, North Korea, Oman, Pakistan, Qatar, Saudi Arabia, South Korea, Syria and UAE. You can still call these countries using CircleLoop, it’s just outbound calls that are blocked.

My colleagues currently use desk-based phones. Does CircleLoop replace that?

Yes. With CircleLoop you and your colleagues no longer require a cabled landline or desk phones. All you need is a mobile phone, or a tablet, or a computer and internet access.

My colleagues prefer to use headsets/ handsets for calls. Does CircleLoop support these and can you supply them?

Yes. CircleLoop supports computer headsets and hardware if that is your preference. We can supply phone headsets and handsets that have been fully tested with CircleLoop. Please ask us for prices.

My colleagues currently use their own mobile phones, and we pay for their calls through expenses. Does CircleLoop replace that?

Yes. We can save you some money. Your colleagues can simply add their business phone numbers to their own smartphones and computer systems to make and receive calls. There’s no longer any need for extra business phones or extra sim cards.

So I can cancel my existing mobile phone contract?

That’s up to you! With CircleLoop you no longer require a talk-time bundle from your provider, you just need a data connection. We do often find that our users prefer to keep their business and personal numbers separate though. So it’s your call!

So I can cancel my existing landline contract?

Yes. With CircleLoop you no longer require a voice landline or desk phones. Of course, if your internet connection is provided through your landline, you’ll still need that.

How much mobile data does CircleLoop use?

As a general guide, CircleLoop will use approx 1mb of data per minute. This can be variable, depending on which additional features you are using. CircleLoop’s data consumption is at most equivalent to most other IP or cloud-based systems.

What happens if I don’t have a data connection?

Cloud infrastructure is extremely robust these days. However, in the event that you do not have a data connection, your call can be automatically diverted to a backup number. You can set this up in the apps.

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