Want to know more? Here's a handy question and answer guide to fill in the blanks. And if that's not enough, contact us today at info@mongotel.com or 718-942-9990,
7:00 a.m. to 7:00 p.m. eastern standard time.

Here's what you need to know most about our superior solution:

    ACCESSING YOUR MONGOTEL ONLINE PORTAL

  • How can I set up, listen, and manage my phone system when I am away from my desk or out of my office?

    Use the online user portal for user-friendly access to your phone and account features.

  • How do I log onto my MongoTEL account?

    Go to mongotel.com >> Login >> Customer Login and enter your email address and password. Click on LOGIN and you will now be in the home page, where you can access all your account features and settings.

  • YOUR MONGOTEL PHONE AND ROUTER

  • Where do I plug in my other internet devices, when I have only one internet jack in the wall?

    Connect your devices directly to the router ports. You may add an external port extension to accommodate additional internet devices.

  • Where can I plug in my internet devices once my new MongoTEL router is connected to my modem?

    The MongoTEL telephone router comes with an Ethernet port that can typically accommodate at least four (4) Ethernet cables. This router, which is now connected to your modem, is your new local internet connection for all your internet devices, like your computer, etc.

  • CALL RECORDING

  • How do I record a phone call?

    While the call is in Session press the CALL RECORD key on your telephone keypad. This key is all the way to your right on your YEALINK PHONE, the fifth one from the top. The “Record” button will blink while the call is being recorded.

  • How do I take a beep while I am recording a phone call?

    Just pick up the beep call and the system will automatically stop recording the call. As soon as you return to the original call, the recording will resume where it left off.

  • Can I record a beep call?

    Yes. Just press the CALL RECORD key as soon as you pick up the call and the system will create a separate audio file for the recording.

  • How do I listen to a recorded phone call?

    Log onto your online account at mongotel.com >> Login >> Customer Login, and click on your extension. Find the Call Recordings and listen/manage the recordings there.

  • CALL PARKING

  • How do I put a call on HOLD and allow others to pick up the call from another extension in the system?

    Press the PARK IN key located on the right side bottom of your phone (key 10), and the call will automatically transfer to the next available CALL PARKING slot. The Call Parking key will blink to indicate which slot the call is parked on.

  • CALL TRANSFER

  • How do I transfer an active call to another extension?

    There are two ways to transfer a call; choose between a Full Transfer or Blind Transfer. Full transfer is to transfer a call fully. While you transfer the call to the other party you get disconnected, and the caller’s info shows on the receiver’s caller ID.
    Blind Transfer allows you to communicate with the receiving party before fully transferring the call, (useful to check availability, etc.), and you can then fully transfer the call effortlessly. This option will display your caller ID until the call is fully transferred.
    • To make a Full Transfer while on an active call, press TRAN (transfer) softkey, dial the extension number or phone number you want to transfer to, and press TRAN softkey again.
    • To make a Blind Transfer while on an active call, press the TRAN (transfer) softkey and dial the extension or phone number you want to transfer to, and press the “#” key. To complete the transfer, press the TRAN softkey again.
    You can easily Blind Transfer calls to any of your assigned Ext Keys at the side of your phone. While on an active call, press TRAN (transfer), then press the designated Ext Key of the extension you are transferring to. You now have the ability to speak to the person you transfer to. To complete the transfer, press the TRAN softkey again.

    Notes:
    ❏ While performing a Blind Transfer, if you press the TRAN key again before the receiving party answers the phone, the caller ID info will read your info until the receiver picks up the phone.
    ❏ The blind transfer does not give the option of retrieving the caller’s CID from the history.

  • SPEED DIAL

  • How can I benefit from the SPEED DIAL feature?

    Speed Dial allows you to dial frequently called numbers by pressing only one or two keys. It is another way to simplify your daily workload.

  • How do I set up my speed dials?

    1▪ Log onto your online account at mongotel.com >> Login >> Customer Login & Enter your email and password >
    2▪ Click on Phone System> Choose Extensions>

    3▪ Click on Internal Numbers >
    4▪ In the Directory Page, Click on the blue ADD button>

    5▪ In the Select Direct Entry Type Page, click on the Select Type dropdown arrow >
    6▪ Select Speed Dial>

    In the Edit Speed Dial Box enter the following information:
    7▪ The phone Number you want to speed dial.
    8▪ The Description- a short reference to your speed dial number, which is just for your information.
    (Note: the reference should be no longer than 6 characters.)
    9▪ Number to Dial- choose a speed dial number.

    10▪ Click on Save and bingo, your information is automatically saved to all the phones on your account.

  • How do I Speed Dial a call?

    Choose a line and press the speed dial code corresponding to that particular number. Then just press the line again to trigger the outbound call.

  • How can I communicate with another extension in my network?

    Use the intercom feature accessible by dialing *99 and the extension number. You can instantly speak to that extension on the receiver’s speakerphone.

  • INTERCOM

  • What happens when I intercom an extension and the party is on another call?

    The intercom call will convert to a regular call when the receiver is on another call.

  • CALL BARGE

  • How can I silently monitor a phone call, when for instance, I want to supervise the quality of an agent’s or employee’s conversation?

    Use the BARGE feature by dialing the preset *code, and the extension number of the active call line you want to listen to. Enter the password requested by the system, and you will be connected on LISTEN ONLY mode.
    This feature can be set up either by MongoTEL or by ADMIN.

  • How can I join into a call conversation while barging the call, or speak to the employee at their extension?

    While the Barge feature is activated, you can intervene in a call by using the following options:
    • Dial #1 to speak with the caller.
    • Dial #2 to speak with the employee/agent at the extension. (The caller will not hear the party barging in.)
    • Dial #3 to speak to the caller and the employee/agent at the extension. This option gives you full access to the conversation in process.

    • Dial #0 to revert to LISTEN ONLY mode at any time.

  • How can I set up the BARGE feature?

    1▪ Log onto your online account at mongotel.com >> Login >> Customer Login > Enter your email and password >
    2▪ Click on the Phone System Tab on the left side of the screen > Direct your mouse pointer to PBX Features Tab and click >
    3▪ Click the Star Codes option>

    4▪ Select Create Star Code >

    5▪ In the Star Code box, enter a number code (choose a few digits you would like to set up as the STAR CODE choice) >
    6▪ In the DESCRIPTION box describe what this star code will be used for. (In this case you can name it BARGE)> In the SCRIPT Box click on the drop-down arrow >Select the script BARGE.>

    7▪ This step requires a new password. Create it.>
    8▪ Check off the box that enables DTMF during barge>
    9▪ Click on Save and Apply
    .

  • DISA (REMOTE ACCESS)

  • How can I make a phone call from any external phone or device and still have my company’s phone number on the caller ID?

    Use the DISA (remote access) *code feature as follows: Call your office number> dial the *code for DISA> enter the pass code> dial the number you want to call> your outbound phone call will now appear with your office number on the caller ID.

  • How can I set up the DISA (remote access) *code feature? (This feature allows me to make phone calls from an external phone while my office number appears on the caller’s ID.)

    1▪ Log onto your online account at mongotel.com >> Login >> Customer Login > Enter your email and password >
    2▪ Click on the Phone System Tab on the left side of the screen > Direct your mouse pointer to PBX Features Tab and click >
    3▪ Click the Star Codes option>

    4▪ Select Create Star Code >

    5▪ In the Star Code box, enter a number code (choose a few digits you would like to set up as the STAR CODE choice) >
    6▪ In the DESCRIPTION box describe what this star code will be used for. (In this case you can name it DISA)> In the SCRIPT Box click on the drop-down arrow >Select the script DISA>

    7▪ Enter a pin number.
    8▪ Check off the Use original Caller’s CLID box.
    9▪ Check off the Allow in IVR box.
    10▪Click on Save and Apply.
    You are now ready to use the DISA feature at your convenience.

  • CONFERENCE

  • How do I make a conference call?

    To conference a call while on an active call press the CONF soft key > choose a line and dial the additional party you want to conference> press the CONF key again to conference the calls together.

  • LIVE PAGE

  • How can I make an announcement to all the extensions at once?

    Dial the *code for the LIVE PAGE feature and you will instantly be connected to all the extension speakerphones. The party at the extension cannot respond to you using this feature, they will only hear your announcement.

  • What happens to an extension that is on an active call while the LIVE PAGE feature is used?

    The system offers two options: Either the active call is automatically placed on hold and the speakerphone is activated for the announcement, or the active call is not placed on hold and the announcement is broadcasted on the phone user’s handset only, but the outside party does not hear the announcement.

  • How do I set up the LIVE PAGE feature?

    Contact MongoTEL to set the *code for this feature or to change the active call option at any time. This feature can also be manually set up by the ADMIN on the MongoTEL online portal by following the steps for setting up any other star code (for ex. DISA, BARGE, etc.)> select the script LIVE PAGE from the dropdown menu> select the extensions you want to page.

  • VOICEMAIL MESSAGES

  • How can I check my voicemail messages on my MongoTEL phone?

    Press the Message soft key on your phone keypad or dial *85#.

  • How can I check my voicemail messages on the MongoTEL web portal?

    Log onto the MongoTEL web portal> Select your Extension> click on Voicemail Messages> Choose the message you want to listen to> Click Play.

  • How can I listen to my extension voicemail messages from another MongoTEL extension phone?

    You can listen to your voicemail messages from any of your MongoTEL extensions by dialing *85 and your extension number followed by the #.

  • Can I check voicemail messages from multiple extensions on the MongoTEL web portal?

    This option is available for the ADMIN only. You can listen to messages by logging onto the MongoTEL web portal> Enter your USERNAME AND PASSWORD> Select the EXTENSION> Click VOICEMAIL MESSAGES> Select the MESSAGE you want to listen to> Click PLAY.

  • How can my voicemail messages be forwarded to my MongoTEL extension voicemail box, when my calls are forwarded to my cell phone?

    Set up the call forwarding feature with the CONFIRM CALL ACCEPTANCE option. Once this box is checked off, all the voicemail messages will automatically be forwarded to your MongoTEL extension voicemail box. When this feature is not set up, the messages are automatically forwarded to the cell phone’s voicemail.

  • How can I record my personal voicemail greeting?

    You can either dial *42# to record your personal greeting or use the MongoTEL online portal.
    Log onto your online account at mongotel.com >> Login >> Customer Login > Enter your email and password > Click on Voicemail Settings> Choose the audio file you want to save as your greeting.

  • How can I be notified of a new voicemail message on my extension, while I am away from my desk?

    Either by viewing the blinking message button; or with a notification on the screen; or if the voicemail is set up to be received by email, the message will be sent as an attachment in the email; or by logging onto the MongoTel web portal > your user extension.

  • What does a blinking MESSAGE key light indicate?

    The Message key blinks to indicate that a new message was recorded and not yet listened to.

  • What is my voicemail passcode?

    The default passcode is 1234. If you want to change your voicemail PIN number, Log onto your online account at mongotel.com >> Login >> Customer Login> Enter your email and password > Select YOUR Extension Number>Click on Voicemail Settings> Click on Voicemail Pin Number> Enter the new PIN # of your choice.

  • MY MAIN SYSTEM GREETINGS

  • How do I professionally record my Main System Greeting?

    Contact MongoTEL for a professionally recorded personalized greeting. We offer a free Main System Greeting and an After-Hour Greeting with the initial phone set-up, and some additional options. Get your business communication system up and running with the MongoTEL experts, the right way.

  • How do I change my company’s Main System Voicemail Greeting to a Holiday Schedule Greeting? Can I just append a voice message or change the main greeting completely?

    Before every holiday MongoTEL offers a ready script of a professionally recorded audio recording that is set up by contacting MongoTEL. This option is offered by email with a simple request for the client to respond to the email before a particular date and time so that your phone system runs efficiently during the holiday season.

  • How do I add an extension or new employee to the audio phone system?

    Simply contact MongoTEL, and we set up the name and extension. We are only a short phone call away.

  • MANAGING AND ADJUSTING MY PHONE SYSTEM SETTINGS

  • Can I set up a particular phone number to dial directly to an extension or device?

    Yes. Call MongoTEL to set up the phone number, and they will route the calls to any destination you prefer, including a cell phone, MongoTEL extension, etc. . (This feature is called Direct Inward Dialing.)

  • How can I forward the incoming calls from a particular extension to ring all my extensions?

    Follow the instructions for “Forwarding a Call” and by the Follow Me Settings option check off all the extensions.

  • How do I temporarily redirect incoming calls to another extension, when for example, a particular party is out of the office?

    Use the Call Forwarding feature by following these steps: Log onto your online account portal> Enter your email and password > Click on Phone System> Choose Extensions> Click on the Extension Number you want to forward the call to> Call forward> Scroll down to Follow Me Setting> Color in the Enable option> Review the list of options and choose one according to your call forwarding preferences.

    CALL FORWARDING OPTIONS:
    Notify Caller that call is being forwarded: Notify the incoming caller that the party they wish to reach is currently being located.
    Ring My Extension First: Before the call is forwarded to another extension, the call will ring to this extension first and if there is no response, the call will be directed to another preset extension. Once this option is checked off, a drop-down box will appear:
    Forward callers if my phone is not answered in:  Select how many seconds you want your extension to ring before forwarding the call further. 5 seconds is one ring.
    To set up the call to ring to a different extension or to add another extension, complete the Follow Me Steps as follows:
    Select Extensions: Check off the extensions you want the call to be forwarded to.
    Additional Numbers: Enter an outside number, for ex. a cell number. Include only the 10 digits; do not enter a 1 before the number.

    SETTINGS: 
    Ring Local extensions for: Choose how many seconds you want the phone to ring at the selected extensions by selecting the amount in the drop-down box underneath this option.
    Ring Outside number for: Choose how many seconds you want the phone to ring at the additional selected number, for ex. cell number, by selecting the amount in the drop-down box underneath this option.
    Use Original Caller ID: Check off this option if you want to have the original CID of the caller appear on your cell phone, rather than your company’s name.
    Confirm Call Acceptance:  This feature gives you an automatic option to accept or reject the incoming call, before picking up the call. (for ex. the recording will say, “To accept press 1”). Press SAVE when you finish selecting your settings.

  • TROUBLESHOOTING YOUR MONGOTEL PHONE SYSTEM

  • I can make outgoing calls, but I cannot receive any incoming calls.

    Check whether your MongoTEL router is connected directly into your DSL or Cable Modem, as indicated in the illustration. This problem commonly occurs when the wires are not connected properly, but is solved easily.

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