Help Center

I. Multiple users mobile phone system - Simple
(Same set of extensions for all hours/days of the week)

Tutorial: Phone Tree, Auto-Attendant (IVR) with Extensions

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iPlum provides phone tree to route your main iPlum number to different users in your organization by creating extensions like “Press 1 for …, press 2 for …” etc.

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Common self service setup examples:

Note: iPlum is designed as self service setup. If you still need technical consulting for your advanced setup, you can book a paid video call with our in-house specialists by clicking here.

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II. Multiple users mobile phone system - Complex
(Different profiles based on hours/day of the week)

III. Two user mobile phone system (owner & assistant)

IV. Single user mobile phone system

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Additional Phone Tree Features:

a) Does my phone tree handle multiple incoming calls at same time?

b) How to setup multiple extensions routing calls to same iPlum number?

c) How to setup an extension routing calls to an external non-iPlum number?

d) How to setup an extension to call multiple numbers sequentially or simultaneously?

e) How to setup extensions going directly to different voicemails?

f) How to setup information announcements like directory, hours of operation, directions?

g) How to setup directory of users?

h) Can I use my main iPlum number in one of the extensions?

i) How to configure multiple receptionists for an extension?

j) How to setup tree with multiple levels of phone tree?

k) First ring an iPlum number, if unanswered, send the call to a phone tree with extensions?

l) Using phone tree, first ring an external number, if unanswered send the call to iPlum voicemail?

m) Using phone tree, first ring an iPlum number, if unanswered send the call to an external answering service?

n) How to setup business hours for my phone tree?

o) How to setup business hours when iPlum calls are routing to an external number?

p) How to transfer my existing number to iPlum and setup phone tree?

q) Which Caller-ID will show for incoming iPlum calls?

r) How to display main iPlum number as caller-id for my users?

s) How to transfer calls between extensions?

t) How to record my iPlum calls?

u) What are Advanced phone tree settings?

v) How to put call on hold with music?

w) Live receptionist and then engage the phone tree

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I. Multiple users mobile phone system example - Simple

(Same set of extensions for all hours/days of the week)

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Sample phone tree requirements for the business

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A medical office has multiple practitioners. Each practitioner needs to call & send secure text to their clients using a separate phone number on their mobile . The practice needs a phone tree with extensions.

Ability to make/receive business calls and texts as separate 2nd line on their mobile phone.

Create extensions for receptionist, accounting and support departments.

Create an extension to announce directory with names and extensions.

Create an extension to announce directions and business hours.

Step by step process

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A. Create the primary iPlum number and additional users.

For each user who will use iPlum, you will create a login-id for them in your master account and get an iPlum subscription.

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Note 1: Even if you want same number for all employees, you will still need to get a subscription with iPlum number for each user. In subsequent steps you can change the outgoing caller-id for each user to show the primary number and not their own iPlum number.

Note 2: If you have more than one user for phone tree, it is recommended to keep aside the main number for incoming calls on phone tree and do not reuse that same number for one or more extensions.

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Purchase main number and setup users:

Get primary iPlum number for your company (new number or port an existing number)
Go to https://my.iplum.com
Click "Get iPlum Number" for the primary account and follow the prompts to purchase an iPlum number subscription. This will be your primary number. If you want to port an existing number to iPlum form another carrier, please read steps.
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Create login-ids for employees
Click: Dashboard || Users || "Add User (Phone/Fax)" to create login-id with employee's mobile phone number or their email address.

The users will receive an invitation link via phone text or email. They will click the link and setup a new password for their account. This user is now connected to the primary account. As an administrator you will see them in accepted status in "Users" section in your iPlum portal.
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Click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Number.

Follow the prompts to purchase an iPlum number with subscription for this user.

Other Settings:

Change user's outgoing caller-id
(Do this step only if you want outgoing calls for users to show primary company number when they dial out.)

By default the user caller-id is their own iPlum name and number. You can change it to show primary number's caller-id so that all outgoing calls from users show primary iPlum number and name.

Click: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (Outgoing) || Edit || Select "Primary iPlum number" and save.
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Setup business hours for the user
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non Business hours || Edit.

Toggle switch for calls and /or texts. Select hours. Make sure you enter the non-business hours like 5 PM to 8 AM. The system will automatically convert them to business hours. Save it.
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Setup voice network mode for best call reliability
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.

Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.

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B. Setup Phone Tree

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Initialize Phone Tree
Click "Dashboard || Phone Tree & Extensions" and click "Setup Phone Tree" (Only required first time).
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Profile
The system generates one default profile which is sufficient for most businesses. If you need multiple profiles based on hours/days of the week, please follow example called "Complex setup".
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Important: Profiles are not your business hours. Business hours are configured in "Do Not Disturb" module in Settings.
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Phone Tree Greeting
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Sample greeting text:
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Thank you for reaching our healthcare practice. For any medical emergencies please dial 911 or go to your nearest hospital. If you know your practitioner's extension, please dial it now. Otherwise during our normal business hours between 8 AM to 5 PM Monday to Friday, please press 1 for making a new patient appointment, 2 for directory of physicians, 3 for directions, 4 for billing and accounting. To leave a voicemail press 0. If you are calling us after hours, please press 5 and you will be transferred to our answering service. Press 9 to repeat these options.
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‍ Extensions

Maximum length of extension digits: If you want single digit extensions like 1,2,3 ..9, you will set this value to 1. If you want extensions like 11, 12, 13..., you will set this value to 2. If you want a mix of extensions like 1,2,3, 10, 11, 91..., you will set this value to maximum digits which will be 2. You can set upto 4 digit extensions.

Employee extensions
Click "Add Extension". Enter: 11; select type as "Ring Single iPlum Number" ; select iPlum number from dropdown for employee-1. You can keep the voicemail to user's iPlum number or go to primary number based on your requirements for this user. Save it.
Click "Add Extension". Enter: 12; select type as "Ring Single iPlum Number" ; select iPlum number from dropdown for employee-2 You can keep the voicemail to user's iPlum number or go to primary number based on your requirements for this user. Save it.
Create extensions for other employees and save it.

Primary Voicemail
Click "Add Extension". Enter: 0; select type as "Do not Ring. Send to Primary Voicemail". Save it.

Receptionist
Click "Add Extension". Enter: 1; select type as "Ring Single iPlum number"; select iPlum number from dropdown for receptionist. You can keep the voicemail to user's iPlum number or go to primary number based on your requirements for this user.

Landline vs. Mobile: Above extension setup assumes your receptionist will use a mobile phone with iPlum configured as 2nd line. If you would rather use a landline for the receptionist, you can separately setup a landline in your office with your local provider and select that number for this extension as type "Single External Number" when you add this extension.
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Multiple receptionists: If you have more than one receptionist, check this section for its configuration.

Directory
Note: Create one extension & set Action as "Announcement". Then record the directory of all users with their extensions as text to speech or your own voice. You can use a custom audio file as well. Please add an additional line in beginning of your directory announcement which tells the callers to press * "star" to skip rest of directory & then press that extension they want to reach.
Click "Add Extension". Enter: 2; select type as "Play Announcement".
Sample text:
When you hear your party's extension please press star to skip rest of the directory and dial that extension. For Mary Jane, please dial 11. For Casey Dill, dial 12. For Jennifer Crawford, dial 13.....
‍You can choose to end the call after playing the information or take the caller back to the main greeting.
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Directions, Locations
Note: During announcement play if the user presses star *, it will skip rest of the announcement and take the caller back to the main phone tree greeting.
Click "Add Extension". Enter: 3; select type as "Play Announcement"
Sample text:
At any time you can press star to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.
Type your directions and address information for Text to Speech or record audio in your own voice. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main greeting.
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Billing & Accounting
Click "Add Extension". Enter: 4; select type as "Ring Multiple iPlum/External Numbers - Simultaneous" for Billing. Add multiple numbers (iPlum, external numbers or mix) Choose the option for main voicemail to use when the extension is not answered. You can also read this section for setting hunt group with multiple numbers.

‍Repeat Greetings
Click "Add Extension". Enter: 9; select type as "Repeat Greeting". Save it.
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Answering service for after-hours
Click "Add Extension". Enter: 5; select type as "Ring Single External Number" and type the answering service phone number.
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Configure extensions to dial multiple numbers Sequentially or Simultaneously?

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You can enter multiple phone numbers for any extension/s. For sequential flow the system will try each number in a hunt group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to go to the main number voicemail.

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Advanced Settings

It is recommended to keep default values for this section.

C. Enable or Pause Phone Tree

Click "Save Configuration" button at the bottom of page and Toggle Enable switch green to enable Phone Tree.

Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.

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II. Multiple users mobile phone system example - Complex

(Supports multiple profiles based on hours/day of the week.)

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Sample phone tree requirements for the business:

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Each employee needs to call & send text to their clients using a separate phone number on their mobile . The company needs a phone tree with extensions. The extensions can change based on different employee shifts.

Ability to make/receive business calls and texts as separate 2nd line on their mobile phone.

Create extensions for receptionist, accounting and support departments.

Create an extension to announce directions and business hours.

Create an extension to announce directory with names and extensions.

Create business-hours profile: 8 AM - 5 PM Monday to Friday.

Create after-hours and weekend profile to route the calls to an answering service.

Setup individual business hours for each user from 8 AM - 5 PM Monday to Friday.

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Step by step process

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A. Create the primary iPlum number and additional users

For each user who will use iPlum, you will create a login-id for them in your master account and get an iPlum subscription.

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Note 2: If you have more than one user for phone tree, it is recommended to keep aside the main number for incoming calls on phone tree and do not reuse that same number for one or more extensions.

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Purchase main number and setup users:

Get primary iPlum number for your company (new number or port an existing number)

Go to https://my.iplum.com

Click "Get iPlum Number" for the primary account and follow the prompts to purchase an iPlum number with a subscription. If you want to port an existing number to iPlum form another carrier, please read steps.
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Create login-ids for employees
Click: Dashboard || Users || "Add User (Phone/Fax)" to create login-id with employee's mobile phone number or their email address.

The users will receive an invitation link via phone text or email used to create their login-id. They will click the link and setup a new password for their account. This user is now connected to the primary account. As an administrator you will see them in accepted status in "Users" section in your iPlum portal.

Click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Number.

Follow the prompts to purchase an iPlum subscription for this user.

Other Settings:

Change user's outgoing caller-id
(Do this step if you want outbound calls from users to show primary company number when they dial out)

By default the user caller-id is their own iPlum name and number. You can change it to show primary number's caller-id so that all outgoing calls from users show primary iPlum number and name.

Click: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (Outgoing) || Edit || Select "Primary iPlum number" and save.
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Setup business hours for this user

Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non Business hours || Edit.

Toggle switch for calls and /or texts. Select hours. Make sure you enter the non-business hours like 5 PM to 8 AM. The system will automatically convert them to business hours. Save it.
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Setup voice network mode for best call reliability
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.

Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.

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B. Setup Phone Tree

‍Initialize Phone Tree
Click "Dashboard || Phone Tree & Extensions" and click "Setup Phone Tree" (Only required first time).
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‍Profile
‍Profiles allow you to create multiple set of extensions for different hours or days of the week.

Profiles are NOT your business hours. Business hours are configured in "Do Not Disturb" module in Settings.
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This example assumes two profiles, enter a name for the first profile: Business Hours
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and click "+" to create another profile. Enter a name for this additional profile: After Hours
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Phone Tree Greeting (Business Hours Profile)

Sample greeting text:
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Thank you for reaching ABC healthcare practice. For any medical emergencies please dial 911 or go to your nearest hospital. If you know your party's extension, please dial it now. Otherwise during our normal business hours between 8 AM to 5 PM Monday to Friday, please press 1 for making a new patient appointment, 2 for directory of employees, 3 for directions, 4 for billing and accounting. To leave a voicemail press o. If you are calling us after hours, please press 5 and you will be transferred to our answering service. Press 9 to repeat these options.

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‍Extensions (Business Hours Profile)

Maximum length of extension digits: If you want single digit extensions like 1,2,3 ..9, you will set this value to 1. If you want extensions like 11, 12, 13..., you will set this value to 2. If you want a mix of extensions like 1,2,3, 10, 11, 91..., you will set this value to maximum digits which will be 2. You can set upto 4 digit extensions.

Employee extensions
Click "Add Extension". Enter: 11; select type as "Ring Single iPlum Number" ; select iPlum number from dropdown for employee-1. You can keep the voicemail to user's iPlum number or go to main number based on your requirements for this user. Save it.
Click "Add Extension". Enter: 12; select type as "Ring Single iPlum Number" ; select iPlum number from dropdown for employee-2 You can keep the voicemail to user's iPlum number or go to main number based on your requirements for this user. Save it.
Create extensions for other employees and save it.

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Primary Voicemail
Click "Add Extension". Enter: 0; select type as "Do not Ring. Send to Main Voicemail". Save it.

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Receptionist
Click "Add Extension". Enter: 1; select type as "Ring Single iPlum number"; select iPlum number from dropdown for receptionist. You can keep the voicemail to user's iPlum number or go to main number based on your requirements for this user.

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Landline vs. Mobile: Above extension setup assumes your receptionist will use a mobile phone with iPlum configured as 2nd line. If you would rather use a landline for the receptionist, you can separately setup a landline in your office with your local provider and select that number for this extension as type "Single External Number" when you add this extension.

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Multiple receptionists: If you have more than one receptionist, check this section for its configuration.

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Directory
Note: Create one extension & set Action as "Announcement". Then record the directory of all users with their extensions as text to speech or your own voice. You can use a custom audio file as well. Please add an additional line in beginning of your directory announcement which tells the callers to press * "star" to skip rest of directory & then press that extension they want to reach.
Click "Add Extension". Enter: 2; select type as "Play Announcement".
Sample text:
When you hear your party's extension please press star to skip rest of the directory and dial that extension. For Mary Jane, please dial 11. For Casey Dill, dial 12. For Jennifer Crawford, dial 13.....
You can choose to end the call after playing the information or take the caller back to the main greeting.

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Directions, Locations
Note: During announcement play if the user presses star *, it will skip rest of the announcement and take the caller back to the main phone tree greeting.
Click "Add Extension". Enter: 3; select type as "Play Announcement"
Sample text:
At any time you can press star to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.
Type your directions and address information for Text to Speech or record audio in your own voice. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main greeting.
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Billing & Accounting
Click "Add Extension". Enter: 4; select type as "Ring Multiple iPlum/External Numbers - Simultaneous" for Billing. Add multiple numbers (iPlum, external numbers or mix). Choose the option for primary voicemail to use when the extension is not answered. You can also read this section for setting hunt group with multiple numbers.

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Repeat Greetings
Click "Add Extension". Enter: 9; select type as "Repeat Greeting". Save it.

Answering service for after-hours:
Click "Add Extension". Enter: 5; select type as "Ring Single External Number" and type the answering service phone number.
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‍Configure extensions to dial multiple numbers Sequentially or Simultaneously?
You can enter multiple phone numbers for any extension/s. For sequential flow the system will try each number in a hunt group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to go to the main number voicemail.

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‍5. Hours (Business Hours Profile)

Select hours priority of this profile: 1.

Note: Hours priority (1 to 9) has to be unique. If there are overlapping time periods (hours) across profiles, the system will use the priority levels for its management. e.g. Hours priority 1 takes precedence over priority 2.

Verify your time zone: e.g. America/Los Angeles (UTC-08:00) .

Select hours: Monday to Friday From 8 AM - To 5 PM. Click Skip for Saturday and Sunday. Note: There are additional options for each user to setup their own working hours in the Do-Not-Disturb section of Settings module or in their iPlum app.
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6. Advanced Settings (Business Hours Profile)

It is recommended to keep default values for this section.

7. Set After Hours Profile
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8. Phone Tree Greeting (After Hours Profile)

Sample greeting text:

Thank you for reaching ABC healthcare practice. For any medical emergencies please dial 911 or go to your nearest hospital. Our normal business hours are between 8 AM to 5 PM Monday to Friday. You have called us after hours or on a weekend. To leave a voicemail press 0, Otherwise press 5 and you will be transferred to our answering service. Press 9 to repeat these options.
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9. Extensions (After Hours Profile)

Main Voicemail
Click "Add Extension". Enter: 0; select type as "Do not Ring. Send to Main Voicemail". Save it.

Repeat Greetings
Click "Add Extension". Enter: 9; select type as "Repeat Greeting".

Answering service for after-hours:
Click "Add Extension". Enter: 5; select type as "Ring Single External Number" and type the answering service phone number.
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10. Hours (After Hours Profile)

Select hours priority of this profile: 2.

Note: Hours priority (1 to 9) has to be unique. If there are overlapping time periods (hours) across profiles, the system will use the priority levels for its management. e.g. Hours priority 1 takes precedence over priority 2.

Verify your time zone: e.g. America/Los Angeles (UTC-08:00) .

Select hours: Monday to Friday From 5 PM - To 8 AM. Click "All Day" for Saturday and Sunday.
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11. Advanced Settings (After Hours Profile)

It is recommended to keep default values for this section.
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C. Enable or Pause Phone Tree.

Click “Save Configuration” button at the bottom of page and Toggle Enable switch green to enable Phone Tree.

Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.

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III. Two user mobile phone system (Owner & Assistant)
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Step by step process
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‍A. How to create the primary iPlum number and an additional user?
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Note: Even if you want same number for assistant, you will still need to get a subscription with iPlum number for each user. In subsequent steps you can change the outgoing caller-id for each user to show the primary number and not their own iPlum number.

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Get primary iPlum number

Login https://my.iplum.com

Click “Get iPlum Number” for the primary account and follow the prompts to purchase an iPlum number subscription. This will be your primary number. If you want to port an existing number to iPlum form another carrier, please read steps.
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Create login-id and subscription for additional user

Click: Dashboard || Users || “Add User (Phone/Fax)” to create login-id with assistant’s mobile phone number or their email address.

They will receive an invitation link via phone text or email. They will click the link and setup a new password for their account. This employee is now connected to the primary account and as an administrator you will see them accepted in “Users” section in your iPlum portal.

Click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Number.

Follow the prompts to purchase an iPlum number with subscription for this user.

Note: Even if you want same number for owner and assistant, you will still need a subscription with iPlum number for additional user. In subsequent step you can change the outgoing caller-id for this user to show the primary number.
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Other Settings:

Change user’s outgoing caller-id

By default the user caller-id is their own iPlum name and number. You can change it to show primary number’s caller-id so that all outgoing calls from users show primary iPlum number and name.

Click: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (Outgoing) || Edit || Select “Primary iPlum number” and save.
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Setup business hours for this user

Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non Business hours || Edit.

Toggle switch for calls and /or texts. Select hours. Make sure you enter the non-business hours like 5 PM to 8 AM. The system will automatically convert them to business hours. Save it.
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Setup voice network mode for best call reliability
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.

Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.

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B. Setup Phone Tree

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1. Initialize Phone Tree
Click “Dashboard || Phone Tree & Extensions” and click “Setup Phone Tree” (Only required first time).
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2. Profile
The system generates one default profile which is sufficient for most businesses. If you need multiple profiles based on different hours or days of the week, please follow the "Complex setup" example.

Profiles are NOT your business hours. Business hours are configured in “Do Not Disturb” module in Settings.
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3. Phone Tree Greeting

Sample greeting text:
Thank you for reaching our healthcare practice. For any medical emergencies please dial 911 or go to your nearest hospital. If you know your practitioner’s extension, please dial it now. Otherwise during our normal business hours between 8 AM to 5 PM Monday to Friday, please press 1 for making a new patient appointment, 2 for billing and accounting, 3 for directions. To leave a voicemail press 0. If you are calling us after hours, please press 4 and you will be transferred to our answering service. Press 9 to repeat these options.
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4. Extensions

Maximum length of extension digits: If you want single digit extensions like 1,2,3 ..9, you will set this value to 1. If you want extensions like 11, 12, 13…, you will set this value to 2. If you want a mix of extensions like 1,2,3, 10, 11, 91…, you will set this value to maximum digits which will be 2. You can set upto 4 digit extensions.

Add extensions

Click “Add Extension”. Enter: 1; select type as “Ring Single iPlum Number” ; select iPlum number from dropdown for assistant. You can keep the voicemail to user’s iPlum number or go to primary number based on your requirements for this user. Save it.

Click “Add Extension”. Enter: 2; select type as “Ring Single iPlum Number” ; select iPlum number from dropdown for assistant. You can keep the voicemail to user’s iPlum number or go to primary number based on your requirements for this user. Save it.

Click “Add Extension”. Enter: 0; select type as “Do not Ring. Send to Primary Voicemail”. Save it.

Click “Add Extension”. Enter: 9; select type as “Repeat Greeting”. Save it.

Click “Add Extension”. Enter: 3; select type as “Play Announcement for Directions and Locations”

Sample text:
At any time you can press star to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.

Note: During announcement play if the user presses star *, it will skip rest of the announcement and take the caller back to the main phone tree greeting.
Type your directions and address information for Text to Speech or record audio in your own voice. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main greeting.
‍‍

Answering service for after-hours
Click “Add Extension”. Enter: 4; select type as “Ring Single External Number” and type the answering service phone number.

‍

Configure extensions to dial multiple numbers Sequentially or Simultaneously?

You can enter multiple phone numbers for any extension/s. For sequential flow the system will try each number in a hunt group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to go to the main number voicemail.

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C. Advanced Settings

It is recommended to keep default values for this section.

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G. Enable or Pause Phone Tree

Click “Save Configuration” button at the bottom of page and Toggle Enable switch green to enable Phone Tree.

Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.

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IV: Single user mobile phone system example

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Single user phone system is a simplified version of multiple user phone system. It will be helpful to review multiple user phone system example which has many scenarios covered.

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‍Step by step process

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A. Create the primary iPlum number

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Get primary iPlum number: https://my.iplum.com
Click “Get iPlum Number” and follow the prompts to purchase an iPlum number with subscription. This will be your primary number. If you want to port an existing number to iPlum form another carrier, please read steps.
‍
Setup business hours
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non Business hours || Edit.
Toggle switch for calls and /or texts. Select hours. Make sure you enter the non-business hours like 5 PM to 8 AM. The system will automatically convert them to business hours. Save it.
‍
Setup voice network mode for best call reliability
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.
‍
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.
Click: Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network || Enter the physical mobile phone number where this iPlum app will be used and save.

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B. Setup Phone Tree

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1. Initialize Phone Tree
Click “Dashboard || Phone Tree & Extensions” and click “Setup Phone Tree” (Only required first time).

Profiles are NOT your business hours. Business hours are configured in “Do Not Disturb” module in Settings.

3. Phone Tree Greeting

Sample greeting text:
Welcome and thank you for calling Mary’s consulting company where we design beautiful houses. Our normal business hours are 8 AM to 5 PM Monday to Friday. Please press 1 to reach Mary, 2 for directions to our office and 3 for billing. If this is after hours please press 4 to leave a voicemail. To hear these options again, please press 9.

4. Extensions

Add Extensions

Click “Add Extension”. Enter: 1; select type as “Ring Single iPlum Number” and select your iPlum # or “Do not Ring. Send to Primary Voicemail” (If you want the call to go directly to voicemail).
Click “Add Extension”. Enter: 3; select type as “Ring Single iPlum Number” and select your iPlum # or “Do not Ring. Send to Primary Voicemail” (If you want the call to go directly to voicemail).
Click “Add Extension”. Enter: 4; select type as “Do not Ring. Send to Primary Voicemail”.
Click “Add Extension”. Enter: 9; select type as “Repeat Greeting”.
Directions, Locations

Note: During announcement play if the user presses star *, it will skip rest of the announcement and take the caller back to the main phone tree greeting.

Click “Add Extension”. Enter: 2; select type as “Play Announcement”

Sample text:
At any time you can press star to end this announcement and go back to main menu. We are located at ABC street, Suite 101, City, State. We are open Monday to Friday 8 AM to 5 PM. We are closed Saturday and Sunday.

Type your directions and address information for Text to Speech or record audio in your own voice. You can also record a custom mp3 sound file with these instructions. You can choose to end the call after playing the information or take the caller back to the main greeting.

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5. Advanced Settings:

It is advisable to keep other timers and counts with their default values.

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C. Enable or Pause Phone Tree

Click “Save Configuration” button at the bottom of page and Toggle Enable switch green to enable Phone Tree.

Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.

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‍Additional Phone Tree Features

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a) Does my Phone Tree handle multiple incoming calls at same time?

Yes, you can receive any number of simultaneous calls to your main iPlum number using Phone Tree. iPlum provides multi-paths for your iPlum incoming calls by default.

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b) Can I setup multiple extensions routing calls to same iPlum number?

Yes, you will create multiple extensions and point them to the same iPlum number.

Example:

Welcome and thank you for reaching John’s Architecture Company where we help to build office buildings. Press 201 for new clients, 202 for design support, 203 for billing and zero to reach operator. Press nine to repeat this menu.

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Extensions:

Maximum length of extension digits: 3

Add Extension. Enter: 201; Select type as “Ring Single iPlum Number” and select iPlum #.

Add Extension. Enter: 202; Select type as “Ring Single iPlum Number” and select iPlum #.

Add Extension. Enter: 203; Select type as “Ring Single iPlum Number” and select iPlum #.

Add Extension. Enter: 0; Select type as “Do not Ring. Send to Primary Voicemail”.

Add Extension. Enter: 9; Select type as “Repeat Greeting”.

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c) Can I setup an extension routing calls to an external non-iPlum number?

Yes, you will create an extensions and point it to the external non-iPlum number.

Example:

Sample Greeting:

Welcome and thank you for reaching John’s consulting. Please press one to setup an appointment.

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Extensions:

Maximum length of extension digits: 1

Add Extension. Enter: 1; Select type as “Ring Single External Number”. Enter the external phone number to route the calls.

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d) How to setup an extension to call multiple numbers sequentially or simultaneously?

Sequential or Simultaneous Multiple Numbers means that you can enter multiple phone numbers for one extension. For sequential flow the system will try each number in the hunting group and move to next available in the sequence. It will try for 18 seconds for each number. For simultaneous call flow, the system will dial all numbers at the same time, whosoever first picks the call gets connected. You can choose to send the unanswered call to the main number voicemail.

Example:

Extensions:

Maximum length of extension digits: 1

Add Extension. Enter: 1; Select type as Ring Multiple iPlum/External Numbers – Sequential ; Enter iPlum numbers which you want to ring one after the other when caller presses option 1. You can choose to send the unanswered call to the primary number voicemail.

Add Extension. Enter: 1; Select type as Ring Multiple iPlum/External Numbers – Simultaneous ; Enter iPlum numbers which you want to ring simultaneous when caller presses option 1. You can choose to send the unanswered call to the primary number voicemail.

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e) How to setup extensions going directly to different voicemails?

Each iPlum number has one voicemail box. For multiple voicemails, you will create users with its own iPlum numbers and route phone tree extensions to those numbers.

Additionally you can set up Do-Not-Disturb on these new iPlum numbers so that when user selects that extension, it will directly go to that voicemail without ringing.

You can access voicemails in your iPlum online portal.

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f) How to setup information announcements like directory, hours of operation, directions?

Add Extension. Enter extension number; Select type as “Play Information”. Type your information for Text to Speech or you can record a custom mp3 sound file as per these instructions.

You can choose to end the call after playing the information or take the caller back to the main greeting.

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g) How to setup directory of users?

Play directory of users. Click “Add Extension”. Enter an extension; select type as “Play Announcement”. Then record the directory of all users with their extensions as text to speech or your own voice. You can use a custom audio file as well. Please add an additional line in beginning of your directory announcement which tells the callers to press * “star” to skip rest of directory & then press that extension they want to reach.

You can choose to end the call after playing the information or take the caller back to the main greeting.

Sample text:
When you hear your party’s extension please press star to skip rest of the directory and dial that extension on the main menu. For Mary Jane, please dial 101. For Casey Dill, dial 102. For Jennifer Crawford, dial 103.

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h) Can I use my main iPlum number as one of the extensions?

If you have only one user, yes you can configure extension/s to route incoming calls to the same iPlum number. It will not create a circular reference.

If you have more than one user for phone tree, it is recommended to keep aside the main number for incoming calls on phone tree and do not reuse that same number for one or more extensions.

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i) How to configure multiple receptionists for an extension?

Create login-ids for each receptionist with their own iPlum number:
Dashboard || Users || Add User (Phone/Fax). Get local iPlum number with plan on this line.
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Update caller-id for this user so that when they dial out it shows primary number:
Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller ID || Edit using pencil icon || Primary iPlum Account.
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Switch-off the individual voicemails for the receptionists user account:
Dashboard || Users || Click iPlum Login ID of the User || Voicemail || SETTINGS || Enable Voicemail: Toggle “off” || Save.
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Enable Do Not Disturb hours on each receptionists user accounts :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb (Edit) || Silence Call Ringing: Toggle “On” ; Select radio button “Drop call” ;
Click “Schedule (Non-Business Hours)”. Setup hours when the specific receptionist is not in shift || Save.
Save again.
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Go back to the Phone Tree settings. In the Extensions section, click “Add Extension”. Enter extension number; Select type as “Ring Multiple iPlum/External Numbers – Sequential or Simultaneous” based on your requirements. Enter the two or more iPlum numbers which you have created as user accounts for receptionists.
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Choose the option for voicemail as “Send unanswered call to primary voicemail”.
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The calls will initially ring to the receptionists and if none of them pick up, the call will be routed to the main voicemail.

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j) How to setup tree with multiple levels of phone tree?

Case 1: A business has multiple subsidiaries each with its own set of extensions.

Case 2: A business needs two layer phone tree for English & Spanish language callers.

One can create one phone tree per primary account. To create 2nd levels of phone tree, you will create two independent accounts with their own phone tree. In the first phone tree make one of the extensions to ring the primary iPlum number of 2nd independent account. The caller will dial the main number, hear the greeting, choose the subsidiary and then dial the extension.

Create iPlum Primary account with main phone tree.
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Create separate iPlum accounts for each subsidiary with their own phone tree.
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In the Primary account’s phone tree “Extension" setup, add Subsidiary iPlum numbers (which will have their own phone tree).

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k) First ring an iPlum number, if unanswered, send the call to an phone tree with extensions?

Setup your main number where you will receive incoming calls as a sub-account.

Setup Delayed Call forwarding on that iPlum number to the master account iPlum number.

Please check multiuser phone tree example to setup greeting and extensions on the master account iPlum number.

You can update Caller-ID of all account/sub-account/s in their respective “Profile & Permissions” to any iPlum number in your account.

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l) Using phone tree, first ring an external number, if unanswered send the call to iPlum voicemail?

Extensions:

Select “Ring Multiple iPlum/External Numbers – Sequential”. Put your external number first and then add your iPlum number as the last number for that extension. Further you can configure “Do Not Disturb” for the iPlum number so that the call will directly go to the voicemail after first ringing your external number.

Note: If you manually dismiss the call on external line, its device will force the call to its local voicemail. In the default iPlum Advanced Settings for Sequential Ringing, the call needs to ring 18 sec on the external line before it will rollover to next line (iPlum voicemail in this case). You can increase or decrease the Sequential Ringing time.

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We suggest that instead of routing calls to external numbers, you get additional iPlum numbers to separate business calls from personal calls on each user device and then configure the extensions to those iPlum numbers in the call flow.

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m) Using phone tree, first ring an iPlum number, if unanswered send the call to an external answering service?

Setup extension with “Ring Multiple iPlum/External Numbers – Sequential”. Put your iPlum number first & then the answering service phone number. The call will first ring on your iPlum number and if you don’t answer, it will roll over to the external answering service. You can choose to send the unanswered call to the main number voicemail.

Note: If you manually dismiss the call on external line, its device will force the call to its local voicemail.

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n) How to setup business hours for my phone tree?

Please check multiuser phone tree example to create profiles.

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o) How to setup business hours when iPlum calls are routing to an external number?

Please check multiuser phone tree example to create profiles.

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p) How to transfer my existing external number to iPlum and setup phone tree?

There are two options:

1. You can port your existing number into iPlum and setup phone tree.

2. In case you can’t port your existing number to iPlum, you can set call forwarding from it to an iPlum number where you setup phone tree.

Note: When you setup phone tree without porting number, your outgoing calls using iPlum will show the iPlum number assigned.

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q) Which Caller-ID will show for incoming iPlum calls?

You can choose to show the Call Origination Number (default settings) or your iPlum Number as the display Caller-ID for your incoming iPlum calls. This option is available in phone tree settings.

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r) How to display main iPlum number for all outgoing iPlum calls for all users in my iPlum account?

You can setup your account such that it will show main iPlum number when any user in your iPlum account makes an outbound calls irrespective of their own iPlum number. For each user you can set their Caller-ID number to use Main iPlum Number.
Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller ID || Edit & change to Primary account number.

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s) How to transfer calls between extensions?

Yes, after you receive a call on any extension via phone tree, you can transfer call to another iPlum or external number by pressing *7 (star 7) and entering the 10 digit phone number followed by #. After the call is connected, press:

0 to conference.

1 to exit yourself.

2 to end call transfer.

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Example:

B receives incoming call from A. B wants to transfer that call to C.
(C – Phone Number: 202-123-1234).

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After A gets connected to B, B will enter *7 in their keypad followed by 2021231234#.

*72021231234 #

Then press one of these options: 0, 1, 2

0 to conference.

1 to exit yourself.

2 to end call transfer.

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A will hear Music-on-Hold.

B can talk to C for one-one conversation, then press 0 to conference C into the call with A.

Or press 1 to take itself (B) out of the bridge and let A and C have the conversation.

Or press 2 to end the call with C (keep conversation between A and B).

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t) How to record my iPlum calls?

Yes, you can enable call recording feature. You automatically get an email alert when you have a recording which you can play in the iPlum online portal or iPlum app. This feature also includes an optional “Consent” message which you can play for incoming calls if your state requires it.

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u) What are Advanced Phone Tree Settings?

It is recommended to keep default values for this section.

System Parameters: Ring time interval between call legs = 18 seconds.
Invalid extension tries (before disconnecting the call) = 3.
Number of times to play greeting (before disconnecting the call) = 3.
Incoming Caller ID for Extensions. Choose between “Show actual calling number” (default) or “Show primary account iPlum number”.
Get notification in iPlum app (Not recommended). Check this option if you want to get an alert in your iPlum app whenever there is a incoming call to the iPlum number where phone tree is setup irrespective if the caller selected any extension after listening to the greeting.

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v) How to put a call on hold with music?

After you receive a call on any extension via Auto Attendant (IVR), you can put the caller on hold by pressing *8 (star 8).

You can un-Hold the call by again pressing *8.

Both parties will hear music.

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w) Live receptionist and then engage the phone tree?

Create a sub-account in your iPlum account with a new iPlum number. This will be the phone number for all incoming calls to your company.

Setup Delayed Call forwarding on this sub-account line to main number on your iPlum account where you have setup phone tree as per examples I, II or III.

Your incoming calls will come on the sub-account iPlum number, if you do not pick up the call in 15 seconds, it will engage the phone tree and extensions.

Important: Please do not configure the sub-account iPlum number as one of the extensions in the Phone tree otherwise the calls will go in circular setup and will not work.

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Helpful links:

Voice Network Mode – Incoming

Voice Network Mode – Outgoing

1. Porting your first number to iPlum.

How to port a number into iPlum?

The number which you are porting into iPlum should be an active working number at your existing provider. During the port process the number will continue to work at your existing provider. There is no service disruption.
When the number gets transferred to iPlum, you will get an email alert. At that time the number will stop working at your existing provider and it will start working at iPlum.

2. Porting additional numbers to iPlum.

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Check Port out instructions for various carriers before starting your port at iPlum.

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1. Porting your first number into iPlum

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When you start the porting process at iPlum portal, it will first check the porting number eligibility and then it will prompt you to setup an iPlum account using your physical mobile phone number (which will also become your login-id). You will receive the verification code on this physical number. This physical mobile phone number should be different from your porting number.

Note: iPlum is normally setup as 2nd line on your personal phone. If you have only one mobile number and you want to port that number into iPlum, we recommend that after porting gets completed, you contact your carrier to get a new number for your personal phone.

If you are located international and want to port your US or Canada number to iPlum, you will use your international phone number as login ID.

Steps:

Unlock number if needed: You can port any type number to iPlum: local, toll-free, US, Canada, physical or virtual number. If you are porting a virtual number from Google Voice, Google Fi, Sideline, Smartline etc, please unlock it with them before porting it into iPlum. Traditional carriers like AT&T, Verizon, T-Mobile, Spectrum, Bell (Canada), Rogers (Canada), Telus (Canada) etc do not require unlocking before porting in most cases.
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Go to https://my.iplum.com and select button "Port Existing Number". It will step by step walk you to port your number to iPlum
Note: If you have already setup an iPlum account, you can simply login to iPlum portal. Go to Dashboard || Users || Click on the login ID || More || Port Number.
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Fill the Porting Form.
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‍Select the iPlum user where to port your external number: Select your iPlum account/sub-account where to want to port your external phone number.

Fill the form with your external porting number account details:

Name of your Current Carrier/Vendor: Enter the name of existing carrier/vendor of the porting phone number.

Current Carrier Number Type: Select Single Line if there is only one number in the account which is getting ported. Select Multi-Line if there are more numbers in the account but you are transferring only one number to iPlum.

Porting Number Type: Select Business Local, Business Toll Free or Residential based on your existing number. If you don’t know your classification, most carriers will accept if you select Business Local for any local number porting. Note: If your Toll Free is a Residential number, select Business Toll Free option.

Your Business Name / Full Name (With Current Carrier): Fill the text box as per information on your carrier bill.

Authorized Owner’s Name with Current Carrier: For businesses, it is the name of the person authorized on the account. For residential accounts it is same as the subscriber’s name.

Your Billing Account Number with Current Carrier: Enter entire account number from your existing bill. Don’t enter spaces, dashes or hyphens. If you don’t have account number, enter the phone number you are porting.

Primary Phone Number On Your Current Carrier Account (BTN): For Single Line account it is same as the number you are porting. For Multi-Line account, enter the primary phone number on the account even if you are not porting that number.‍

‍Security Code or PIN with Current Carrier: Enter the security code or pin for your external vendor account. It is mandatory if there is a security code setup on your number with current carrier. For certain digital accounts, you may need to unlock your existing number and the vendor will give you a code which you will enter here.

Service Address with Current Carrier: Please enter the service address of the phone number which you are porting. Keep in mind your service address may be different than the billing address. If you are not sure, call your vendor to get that service address. You can also request a CSR (Customer Service Record) from your vendor which has detailed address information. Enter the address split as street number, direction and street name. If there is no direction, leave it blank. Do not enter PO Box addresses as service address can’t be PO Box.
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Back-End process: Once you enter the port order, the system will do initial verification and submit the order to the losing carrier. If there is any information mismatch found by losing carrier, you will receive an email alert from iPlum. It takes approximately 1 – 7 business days to transfer a phone number into iPlum based on the carrier after the order is accepted by losing carrier. Wireless carriers do faster transfers than the landline carriers. Meantime you can continue to use your service with existing carrier. There is no downtime.
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Port Completion: You will receive an email notification when the transfer is complete and your ported number will start ringing in your iPlum app. Your ported number will replace the temporary iPlum number.
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Download iPlum app from Apple App Store or Google Play on your smartphone or tablet, login and start using it.
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Check disconnect with the carrier: After your number has been successfully ported into iPlum, we advise that you call your carrier to confirm disconnect of the service and stop any further billing.
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Port-out: For any reason in future if you decide to port-out your number to a different carrier, you can easily do that by following the port-out process in the iPlum portal.

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2. Porting additional numbers to iPlum

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Login to your iPlum portal using your existing iPlum credentials.
https://my.iplum.com

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Create new user
Dashboard || Users || New or Shared User (Phone/Fax). You can choose a Phone number or Email option to create the new user account. You will get a link via phone number or email. Accept that link by creating a new password for the sub-account.
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Start port process.
Dashboard || Users || Click iPlum Login ID of the User || More || Port Number. Enter the external phone number which you want to transfer into iPlum.
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Fill the Porting Form.
Select the iPlum user where to port your external number: Click the text box to select your iPlum account/sub-account where to want to port your external phone number.

Fill the form with your external porting number account details.

Name of your Current Carrier/Vendor: Enter the name of existing carrier/vendor of the porting phone number.‍

‍Current Carrier Account Type: Select Single-Line if there is only one number in the account which is getting ported. Select Multi-Line if there are more numbers in the account but you are transferring only one number to iPlum.

Porting Number Type: Select Business Local, Business Toll Free or Residential based on your existing number. If you don’t know your classification, most carriers will work fine if you select Business Local for any local number porting. Note: If your Toll Free is a Residential number, still select Business Toll Free option.

Business Name / Full Name with Current Carrier: Fill the text box as per information on your carrier bill.

Authorized Owners’s Name with Current Carrier: For businesses, it is the name of the person authorized on the account. For residential accounts it is same as the subscriber’s name.

Your Billing Account Number with Current Carrier: Enter entire account number from your existing bill. Don’t enter spaces, dashes or hyphens. If you don’t have account number, enter the phone number you are porting.

Primary Phone Number On Your Current Carrier Account (BTN): For Single-Line account it is same as the number you are porting. For Multi-Line account, enter the primary phone number on the account even if you are not porting that number.

Security Code or PIN with Current Carrier:Enter the security code or pin for your external vendor account. Normally this is the code you give your vendor when you call them to access any information on your external account. In case you don’t have one setup enter 0000. For certain digital accounts, you may need to unlock your existing number and the vendor will give you a code which you will enter here.

Service Address with Current Carrier: Please enter the service address of the phone number which you are porting. Keep in mind your service address may be different than the billing address. If you are not sure, call your vendor to get that service address. You can also request a CSR (Customer Service Record) from your vendor which has detailed address information. Enter the address split as street number, direction and street name. If there is no direction, leave it blank. Do not enter PO Box addresses as service address can’t be PO Box.
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Back-End process: Once you enter the port order, the system will do some verification and submit the order to the losing carrier. If there is any information mismatch responded by losing carrier, you will receive an email alert from iPlum. It takes approximately 2 – 7 business days to transfer a phone number into iPlum based on the carrier. Wireless carriers do faster transfers than the landline carriers. Meantime you can continue to use your service with existing carrier. There is no downtime.
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Port Completion: You will receive an email notification when the transfer is complete and your ported number will start ringing in your iPlum app. Your ported number will replace the temporary iPlum number.
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Download iPlum app from Apple App Store or Google Play on your smartphone or tablet, login and start using it.
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Check disconnect with the carrier: After your number has been successfully ported into iPlum, we advise that you call your carrier to confirm disconnect of the service and stop any further billing.
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Port-out: For any reason in future if you decide to port-out your number to a different carrier, you can easily do that by following the port-out process in the iPlum portal.
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To setup multiple lines on same phone check this FAQ.

Note: During the port process, if you have any questions, you can always contact us.

How to enable auto reload in web portal billing?

Step by Step Process:

Login:
Login to iPlum web portal https://my.iplum.com.|
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Billing:
Click "Billing" in left menu. Add your payment method here. If your existing payment method is failing, delete it and redo the new payment method. If you have set up multiple payment sources, select the one you want to use as "Default".
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Auto Reload
Toggle green "Enable credits auto-load", set the threshold and save it.

This will allow the system to load one-time 2,000 usage credits for $19.99 when the plan credits gets exhausted for any iPlum line, and those same credits will be subsequently used as “overlay” for that line for 1 year whenever you have used your allocated monthly usage plan credits.

Helpful links:

https://iplum.com/call-recording/

How to do call recording using iPlum?

Please check here for details of iPlum call recording feature.

How does iPlum multi-user team master account work?

Multi-User Team Account Features:

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Add and manage additional iPlum users.
Centralized billing .
Setup auto attendant and extensions.
Configure caller-id of additional users to main phone number.
Restrict permissions of certain user features.
Centralized archive texts.
Centralized call recordings.

Note: Any iPlum account can be converted into a multi-user account.

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Step by Step Process:

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1. Signup Primary iPlum Account:

a. Click Sign in at top right corner of iPlum website.

b. Click “Get New Number” and follow the prompts to sign up. If you do not need an iPlum number for primary account, click “Choose Number Later, Create Account”.

Note: For Porting an existing number, please follow this FAQ.

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2. Setup Additional Lines/Users

‍To add a new iPlum user in your primary account:

Dashboard || Users || Click “New or Shared User (Phone/Fax)“. Create a new login-id with a mobile phone number or an email address.
The user will receive a link via phone text or email used to create their account.
Once the user clicks the link, it will require them to setup a new password.
The user is now connected to the primary account and you will see them in “Users” section.
Go to Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan. Follow the prompts to purchase the iPlum number for this user.
The user can download iPlum app, login and start using it.
Show outgoing Caller-ID as use Main Account Number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing)|| Edit (Primary iPlum number).
You can also modify user privileges: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions.
To setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Calling: Network Mode || Outgoing Calls || Use My Voice Network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Calling: Network Mode || Incoming Calls || Use My Voice Network || Enter the external phone number and save.

Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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3. (Optional) Enable Auto Attendant to setup welcome greeting and extensions for all users.

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Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

How iPlum mobile phone system with auto attendant works?

How to port my existing number to iPlum?"

How to block numbers from calling my iPlum?

How to setup a fax line, send and receive faxes?

A) I have an existing iPlum phone line account.

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I. New fax line

Login iPlum portal https://my.iplum.com/.
Click: Dashboard || Users || New or Shared User (Phone/Fax). Use an email address to setup a new user which will be used for setting up fax.
Once the user is created, click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan

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II. Port an existing fax number

Login iPlum portal https://my.iplum.com/.
Click: Dashboard || Users || New or Shared User (Phone/Fax). Use an email address to setup a new user which will be used for setting up fax.
Once the user is created, click: Port Number || Port-In form

B) I do not have an existing iPlum phone account.

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I. New fax line

Go to https://iplum.com/.
Click “Sign in” at top right corner.
Under New Account Setup, click white button “Get New Number”
Search the number you want and select the fax plan to complete the purchase.

II. Port an existing fax number

Go to https://iplum.com/.
Click “Sign in” at top right corner.
Under New Account Setup, click white button “Port Existing Number”
Follow the prompts to create an account, fill the port form and select the fax plan to complete the purchase.

C) How to send and receive faxes using iPlum?

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I. Sending fax

Go to https://my.iplum.com/.
Existing user login.
In the left menu bar, you will see "Fax" option.
Select tab "SEND" to initiate your fax.
Enter the fax number and attach the file you want to fax. You can select a cover sheet if you would like.

II. Receiving fax

You will get an email when there is a fax waiting for you.
Go to https://my.iplum.com/.
Existing user login.
In the left menu bar, you will see "Fax" option.
Select tab "RECEIVED" to download your fax.

How does iPlum call forwarding works?

iPlum provides two (2) methods to forward calls.

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A. Phone Tree with Extensions

Using phone tree feature you can create a powerful call flow for your incoming calls to various extensions in sequential and simultaneous transfers.

* Please check separate section for iPlum phone tree setup examples.

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B. Simple Call Forwarding & Delayed Call Forwarding

You can use Call Forwarding and/or Delayed Call Forwarding feature to forward calls to external numbers or a combination of iPlum and external numbers without requiring extensions.

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Features

Forward incoming iPlum calls to 3 numbers simultaneously. If you want to forward to more than 3 numbers you can create a cascading tree flow.
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Delayed call forwarding: Accept calls, when unanswered send them to an external answering service or voicemail.
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Setup business hours for call forwarding.
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Get notifications in the iPlum app when any call is forwarded to an external number.
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Select display Caller-ID: Choose to show Origination Number (default settings) or iPlum Number as the display Caller-ID on the call receiving devices.
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Ideal for international users who want to forward iPlum calls to their international phone number if they have unstable internet connection.
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Do I need to setup call forwarding if my goal is to receive iPlum Calls on my mobile phone?

If you are in US or Canada, you don't need to set call forwarding to receive iPlum calls on your mobile. You can simply install iPlum app on your phone and setup iPlum Voice Network Mode to make/receive calls with carrier class quality on your mobile phone with iPlum number as Caller-ID and without using data.

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Where do I setup call forwarding?

Online web portal: Login https://my.iplum.com/.
Dashboard || Users || iPlum Login ID of the User || Settings || Call Forwarding (Edit).

In the text box enter your iPlum number and/or additional iPlum or external numbers. If you want to forward to more than 3 numbers you can create a cascading tree flow.
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OR
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iPlum App:
Settings || Call Forwarding || Set Options.

In the text box enter your iPlum number and/or additional iPlum or external numbers. If you want to forward to more than 3 numbers you can create a cascading tree flow.

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How do I setup delayed call forwarding or forward unanswered calls to my answering service or another iPlum number?

iPlum portal:
Login https://my.iplum.com/.
Click "Dashboard || Users|| iPlum Login ID of the User || Settings || Call Forwarding (Edit) and enable it.

In the first text box enter your iPlum number.

Check "Additional Options" and select "Delayed Call Forwarding to Different Number" and enter your answering service phone number or an iPlum number or an external number.

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iPlum App:
Settings || Call Forwarding || Set Options.

In the first text box enter your iPlum number.

Check "Additional Options" and select "Delayed Call Forwarding to Different Number" and enter your answering service phone number or an iPlum number or an external number.

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Can I add my iPlum number along with external numbers for call forwarding ?

Yes, if you want to ring incoming calls in your iPlum app as well as external number/s, you would enter your iPlum number as one of the call forwarded numbers. If you want to forward to more than 3 numbers you can create a cascading tree flow.

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Can I setup call forwarding with extensions like press 1 for .., press 2 for ..?

Please use iPlum phone tree feature which allows creating greeting and setup of unlimited extensions. See examples.

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Can I setup call forwarding with specific hours?

Yes, you can setup hours during which the calls will be automatically routed to the numbers listed in call forwarding settings. Outside those hours, you will receive calls at your iPlum number.

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How does call forwarding actually works? Does the call first comes into my iPlum app?

After enabling call-forwarding, the system does intelligent call routing directly from iPlum cloud network to your forwarded numbers. You don't need to keep the iPlum app open on your device for call-forwarding to work. For outgoing calls or to send and receive texts you would still use iPlum app. Once you enable call forwarding, you can change it anytime using iPlum app or online portal.

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Which caller-id will show for incoming iPlum calls when I have setup call forwarding?

You can choose to show Call Origination Number (default settings) or iPlum Number as the Display Caller-ID on the call receiving devices.

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Can call forwarding work along side phone tree?

Phone tree has in-built call forwarding mechanism which takes precedence. If you have enabled it, the call forwarding will automatically gets disabled on that iPlum number.

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How does texting work with call forwarding?

Texting is sent and received using iPlum app. Unlike calls, texts are not forwarded.

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What is the cost of calls using call forwarding or phone tree?

Call forwarding or phone tree will always create two legs of the call: First to the iPlum number and second from iPlum number to the forwarded number. Both legs of the call will show in your call logs and each leg is billed according to the respective number.

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Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

Setup phone tree with extensions

How to setup 2 or more iPlum numbers on same device?

Important: iPlum app holds one primary iPlum number but you can add and configure additional iPlum lines in primary account to receive their calls in same app by using Call Forwarding feature on those additional lines.

Calling:

You will setup call forwarding from multiple iPlum lines to main iPlum number to receive all incoming calls in the same app. Call forwarding caller-id feature allows you to see on which iPlum number the call came in to distinguish between numbers. You can also route unanswered calls to that number’s voicemail greeting.
If you need to use outbound calling in iPlum app showing each number separately you would either need to logout of one account & login to another or install them on different devices. It can be a phone or a tablet.

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Texting:

You can send & receive text for primary number in iPlum app. For your secondary numbers you can text online at iPlum portal https://my.iplum.com

Or you install iPlum app on a different phone or tablet.

Note: If you need live help or technical consulting for your advance setup, you can book a paid video call with our in-house specialists using this special link. They will walk you step by step.

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Example setup:

Let's say you have already setup an iPlum phone number X. Now you want to purchase an additional iPlum number Y. The goal is to receive calls from both numbers on the same device.
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You can repeat this process for any number of additional iPlum phone numbers on one device.

A. Setup Additional iPlum Number (Y).
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Note: If you have already purchased additional iPlum number, you can skip this step.

Login to your primary iPlum Account online.
Dashboard || Users || New or Shared User (Phone/Fax). Create a new user with an email address as login-id.
Click the link you receive in SMS or Email to setup new password for this user. The additional user is now connected to your primary account.
Dashboard || Users || Click iPlum Login ID of the new user.
Click "Get iPlum Plan" to setup a new iPlum number for this user. Lets say that number is Y.

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B. Setup Simple Call Forwarding on Y.
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Login to your primary iPlum Account online.
Dashboard || Users || Click the iPlum Login ID of the new user - where you want to setup call forwarding (Y) || Settings || Call Forwarding (Edit).

1. Enable Call Forwarding by toggle switch.
2. Enter X iPlum number.
3. Select Incoming Caller-ID Number: Show user iPlum Number.
4. Get notification in iPlum app (Not recommended) : Leave it unchecked.
5. Advanced Options 2nd Level: Use iPlum Voicemail. This will make sure the call gets routed to its own iPlum voicemail for that number.

‍C. Setup Voice Network mode on primary iPlum number X:
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Voice network mode generally has best call quality.

Dashboard || Users || Click the primary line login ID || Settings || Calling Network Mode: Incoming Calls (Edit)

Click "Use My Voice Network" and enter your physical mobile number.

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D. Voicemail Greeting:
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You can setup voicemail greetings in your own voice for each account in the iPlum portal.

Dashboard || Users || Click the iPlum Login ID where you want to setup Voicemail greeting || Settings || Voicemail

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Note: If you don't want to pick the call, just let it ring or click "Side Power button" to stop ringing on your device. After 20 seconds (default) the call will automatically go to its own iPlum voicemail and you will get an email alert for it.

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E. Which account should I be logged into my iPlum app? :
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Always login as your primary account X to receive calls from both primary (X) and additional iPlum number (Y).

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F. Voicemail Transcriptions:
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You can receive voicemails via email as audio file attachment along with voicemail text transcriptions. Please check this FAQ for voicemail transcription via email.

‍I. New user creation with iPlum plan.

G. Business Hours:
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You can setup business hours on each line using Do-Not-Disturb option at the iPlum portal.

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H. Outgoing calls:
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To make any outbound call from any iPlum number to show its caller-id, you will login as that account in your iPlum app.

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I. Texting:
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You can send & receive text for primary number in iPlum app. For your secondary numbers you can text online at iPlum portal https://my.iplum.com

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If you have any questions, you can always Contact us.

How to add, edit or create shared user accounts?

‍II. Shared user creation with iPlum plan.

‍III. Attach an active independent iPlum account to your master account.

IV. Bulk upload users in your iPlum account.
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V. Fax new line or port an existing number.

VI. Modify existing user information or assign this line to a different user.

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I. New user creation with iPlum plan
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Steps to add new users in your iPlum account:

Login https://my.iplum.com.
Click Dashboard || Users || New or Shared User (Phone/Fax).
Create a new login-id with a mobile phone number or an email address.
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The user will receive a link via phone text or an email to accept your invitation. They will be prompted to setup a new password.
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You will be notified via your administrator email when the user accepts your invitation. You can assign a new phone number to that user or port their existing number in their account.
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Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan (or Actions || Port Number). Follow the prompts to purchase the plan.
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The user can download iPlum app, login as "Existing User" with their credentials and start using the app.
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Optional Steps:

To show the outgoing Caller-ID as primary iPlum number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing) || Edit || Select Primary iPlum number option and save it.
You can modify user privileges: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions.
To setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use my voice network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use my voice network || Enter the external phone number and save.
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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II. Shared user creation with iPlum plan

Shared user means one or more users will receive incoming calls for the main number and when they call out, it will show the main number as their caller-id instead of their own iPlum number. You will setup an iPlum subscription for each user.

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Calling:

a) Setup call-forwarding on main number settings to other user's iPlum numbers to receive calls on other lines. When you setup call forwarding to other numbers, include the main number as well.

b) Change each user caller-id to main number to show the same number when any user calls out.

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Texting:

Each user will be able to text from their iPlum app showing their specific iPlum number. The mobile app will not allow texting from the main number on shared accounts. If you want the shared users to do texting using the main iPlum number, they can login on the web portal using main login ID. They can use multiple web sessions for same account on different computers or browsers for texting.

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Voicemail :

Each user will be able to receive their direct iPlum number voicemails. The mobile app will not provide voicemails of the main number on shared accounts. If you want the shared user to access voicemail for main iPlum number, they can login on the web portal using main login ID. Additionally, for the main iPlum number voicemail settings, you can add the shared user email addresses in "Additional emails" so that they get email alert when there is a voicemail left for main iPlum number.

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Step by Step process to add shared users in your iPlum account:

Login https://my.iplum.com.
Click Dashboard || Users || New or Shared User (Phone/Fax).
Create a new login-id with a mobile phone number or an email address.
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The user will receive a link via phone text or an email to accept your invitation. They will be prompted to setup a new password. You will be notified via your administrator email when the user accepts your invitation.
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Buy Plan: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan . Follow the prompts to buy the plan on this sub-account. The system will allocate a new iPlum number.
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Update Caller-ID: To show the outgoing Caller-ID as primary iPlum number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing) || Edit || Select Primary iPlum number option and save it.
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Call Forwarding on Primary Line: Dashboard || Users || Click iPlum Login ID of the Primary line || Settings || Call Forwarding (Edit) || Enable it || Enter main iPlum # and other user's iPlum numbers created in above steps and save it. You can enable additional options to choose if you want the primary voicemail if none of numbers answer the call. You can choose to Display Incoming Caller ID to be "Actual Calling Number" or "iPlum Number".
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‍Setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use my voice network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use my voice network || Enter the external phone number and save.
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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Note: To route calls using Phone Tree and Extensions, click this link.

(Use this option when you want to play a welcome phone tree greeting for incoming calls to main number and route the calls to different user phones based on extensions. Each user can call out independently showing outgoing Caller-ID as main iPlum phone number.)

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III. Attach an active independent iPlum account to your master account
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You have users who had setup their independent iPlum account but now you want to bring them under your main account:

Login https://my.iplum.com.
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Click Dashboard || Users || Click "New or Shared User (Phone/Fax)". Enter user's existing "iPlum login-id". For most users, their iPlum login-id is their physical mobile number. The name and user email can be setup based on your preference.
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The user will receive an invitation link to their iPlum login ID.
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Once the user clicks the link, it will connect them to your master account and you will see them in "Users" section.
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If they have an existing iPlum subscription via web portal, it will automatically move them to your master account billing in the subsequent billing cycle.
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If the user doesn't have an existing iPlum subscription or they have an existing iPlum plan from Apple iTunes or Google Play, you can buy them a plan in your iPlum master account. If they have an existing Apple or Google iPlum subscription, they can cancel it after your plan purchase for them. They will not lose the number:
Dashboard || Users || Click iPlum Login ID of the User || Plans. Follow the prompts.
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Optional Steps:

To show the outgoing Caller-ID as primary iPlum number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing) || Edit || Select Primary iPlum number option and save it.
You can modify user privileges: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions.
To setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use my voice network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use my voice network || Enter the external phone number and save.
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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IV. Bulk upload users in your iPlum Account

You can setup multiple users at same time. Please check this link for bulk upload instructions.

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V. Fax new line or port an existing number

You can add a new fax line or port an existing fax line to iPlum. Please check this link for adding a fax line.

Note: All sub-account users have access to the same fax line for sending faxes.

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VI. Modify existing user information or assign this line to a different user

Login https://my.iplum.com.
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Click Dashboard || Users || Click iPlum Login ID of the Line || Settings || Profile & Permissions

You can edit the information for an existing user here: Login-id, name and email. If this user leaves the organization, you can simply change login-id to another user without having to cancel the line. Please check this link to change login-id for an existing user.

How to setup "Out of Office" message in iPlum?

Login: https://my.iplum.com on your computer or a tablet.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Voice Announcement Before Ringing, Out Of Office (Edit) .
Enable feature switch toggle to green color.
Type your out-of-office message as text-to-speech or create a custom audio file.
Optional: Setup "Do Not Disturb" (DND) for your iPlum number to stop ringing for any call when you are out of office.

Helpful links:

How to setup Do Not Disturb in iPlum?

Text Messaging Registration

Summary

Effective May 30, 2023, the mobile carriers (AT&T, Verizon, T-Mobile and others) have mandated the TCR registration process for virtual line users to register their accounts for texting. Since all text traffic in US is routed using these carriers' networks, they want to ensure that no one is sending spam to their subscribers. This mandate is applicable to all companies providing texting services.

iPlum's role is to facilitate the carrier registration process for your account in the iPlum portal. iPlum doesn't approve or deny any registrations. Approval process is handled by independent TCR carrier agency.

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Calling (incoming or outgoing) or incoming texting is not affected by this mandate, it will continue to function as-is. It is only applicable for sending "outbound text": personal or business.

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I. Understanding outgoing texting registration

II. Requirements for registration

III. Costs for registration

IV. Steps to complete registration

V. Common reasons for step-1 company profile rejection

VI. Common reasons for step-2 use case rejection

‍VII. Frequently Asked Question & Answers

VIII. Need additional help

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I. Understanding outgoing texting registration

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Major US mobile carriers (AT&T, Verizon, T-Mobile and others) have setup an organization called The Campaign Registry (TCR). It is an organization setup to approve texting on phone numbers. The high level purpose of this organization is to prevent spam in carrier texting networks. According to them, this process will significantly help in improving text deliverability as they increase trust for approved numbers in their networks. More details in subsequent sections.

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Are the same regulations affecting all competitor providers?

Yes, all text providers like iPlum, big or small whose solution makes texting available to their end users have same process for registration. They are all mandated with same industry standards. They all have to register their users to enable texting on their numbers.

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II. Requirements for registration

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Texting registration process can be completed in the iPlum portal.

a) Tax-ID is a mandatory requirement for outgoing texting enablement. Social security number is not accepted. If you currently don’t have business Tax-ID, you can file free at IRS website. Getting Tax-ID doesn't mean you have to file taxes every year using that ID.

Once you have the Tax-ID, please wait at least two weeks before submitting your registration, as it can take time for the IRS database to update with your new Tax-ID, which TCR uses for verification; some sources suggest waiting up to 30 days to be completely safe and then apply for TCR registration at iPlum portal to enable outgoing text. IRS website to apply Tax-ID: https://www.irs.gov/businesses/small-businesses-self-employed/apply-for-an-employer-identification-number-ein-online

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b) You will need your company website or a verifiable business social media presence to complete registration. Please read below "Steps to complete registration" for details.

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III. Costs for registration

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TCR Text Registration :

100% of all charges associated with carrier texting registration goes to carrier agency for approval.

Registration is done at business level. You need only one registration for 49 iPlum lines in your account. When you have more than 49 lines in your iPlum account, you can create additional use-case and attached additional lines to that use case.

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Paid by Client: One-time TCR enrollment charges: $19 (Split: $4 Company profile approval + $15 Use case approval).
TCR will charge same non-refundable amount for resubmission/rejection/deletion for any step.
Absorbed by iPlum (Not billed to client): iPlum pays a monthly recurring charge to TCR to keep your registration active: $2 to $20 per month depending on the user account size.

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IV. Steps to complete registration

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TCR Registration steps:

Create a company profile.
Create a use case.

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Once both steps are complete, the system will associate all the iPlum numbers of the account to the approved TCR registration. Any new plans will be automatically associated with approved registration.

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Step-1: Create a Company Profile. TCR generally gives you an instant decision based on your submission.

a) Company profile represents legal entity that is responsible for sending text. You will create one company profile per iPlum account for any number of iPlum lines in it. You can add & remove iPlum lines without affecting the company profile registration. You will need your company Tax ID or EIN to create a company profile. Social security number is not accepted. Once you have the Tax-ID, please wait at least two weeks before submitting your registration, as it can take time for the IRS database to update with your new Tax-ID, which TCR uses for verification; some sources suggest waiting up to 30 days to be completely safe and then apply for TCR registration at iPlum portal to enable outgoing text.

b) You will need a company website or a verifiable business social media presence for step-1 company profile submission and same will be used during step-2 use case approval.

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Login to your existing iPlum online account https://my.iplum.com.
Menu (Left bar) || Carrier Text Registry || TCR Registration || Start registration process || Create Company Profile. Fill the form and submit.

Note: You can use your physical phone number on the company profile registration form.

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V. Common reasons for step-1 company profile rejection:

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Ensure you are using correct company name and business Tax ID or EIN as per IRS records.
If IRS EIN letter (SS-4 form for US) has two name lines above your street address, please use combined "Name_Line1 NameLine2" as your company name. US users can call the IRS to verify their official business name and Tax ID or EIN. Call 800-829-4933. They are available Monday to Friday. At the phone tree, select your language (e.g.: 1 for English), 1 for Tax ID or EIN questions, then 3 for “I have a Tax ID or EIN”.

If you recently created a Tax-ID or EIN, please wait at least two weeks to propagate at TCR website. Some sources suggest waiting up to 30 days to be completely safe.

Please do not use your social security number. It will be rejected. You can get a Tax ID or EIN at IRS website. There are no charges for it & they provide it online.
Apply Tax-ID or EIN at IRS website.

Address is different in IRS database.

Special characters in the any text field like apostrophe characters, bullets, greater than sign or brackets may get rejected.

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Step-2: Create a texting use case.

Texting use case is the primary purpose of texting. It can be created once the company profile has been approved by TCR. You can create one use case in iPlum account for every 49 lines. If you have more than 49 lines in an iPlum account, you will create an additional use case entry and manually attach the additional lines to the approved use case..

Texting use cases are reviewed by TCR national agency within 5 business days of submission. This time can vary based on TCR workload and can be as long as 20 business days.

This form is reviewed by human reviewers at carriers. Please enter verifiable information when you complete form.

Login to your existing iPlum online account https://my.iplum.com.
Menu (Left bar) || Carrier Text Registry || Add Texting Use Case. Fill the form and submit.

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VI. Common reasons for texting step-2 use case rejection:

iPlum has no role in deciding whether or not a TCR registration is accepted or rejected. It is entirely decided by TCR organization setup by consortium of the wireless carriers (Verizon, AT&T, T-Mobile etc.).

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‍1. Opt-in description

This is one of the main rejection reasons by TCR.

TCR requires a clear and concise description of where you provide end users with your mobile policy information and how they enter their mobile number to sign up with you to receive your text messages. You can choose one of three options available to submit your opt-in description. Generally clients choose option (a) or (b).

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(a) Manual consent. Use this option on the form when you don't require your clients to enter their mobile number at your website or you do not have a dedicated website.

Note: If you do have a website and still want to use manual form please remove any mobile phone number entry text box in your website contact-us form and make sure to add below information on your website privacy page or contact-us page.

"Mobile SMS Privacy Policy:

As current or prospective customer, you understand that you can text us STOP at any time to opt out of receiving SMS text messages from us. You can text us HELP at any time to receive help.

You understand that the messaging frequency may vary. Messaging & data rates may apply.

Your mobile information will not be shared with any third parties/affiliates for marketing/promotional purposes. All policies are followed as per CTIA guidelines 5.2.1. At any time if you want your information to be removed, you can contact us via our email address or regular mail."

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(b) Website consent: Use this option on the form when you have a website where clients enter their mobile phone number and provide you their consent to text them. Please ensure your website matches the information you have submitted for Step 1 - company profile approval. Your website should not be behind any login ID or password.

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(i) Consent: Your contact-us form (also called consent form) should have below information:

Mobile phone number entry box should not be mandatory for your clients to fill in the consent form. It should be optional.
Include consent terms below the mobile phone number entry text box:
"You agree to receive informational messages (appointment reminders, account notifications, etc.) from [Company Name]. Message frequency varies. Message and data rates may apply. For help, reply HELP or email us at [email address]. You can opt out at any time by replying STOP."
Add a link of your Privacy Policy on contact-us form which has below section (ii) verbiage on your contact-us page. If you do not have a separate privacy policy page, you can enter section (ii) verbiage on the contact-us page.

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Enter your contact-us form web link in text box provided.

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(ii) Privacy policy: A privacy policy should include what information is collected, how it's used, and how it's stored and protected. This section can be on a separate privacy policy page or part of your contact-us page. You can use below verbiage.

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"Mobile SMS Privacy Policy:

As current or prospective customer, you understand that you can text us STOP at any time to opt out of receiving SMS text messages from us. You can text us HELP at any time to receive help.

You understand that the messaging frequency may vary. Messaging & data rates may apply.

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Enter your privacy policy web link in the text box provided. If your privacy policy is available on the contact-us form, enter the contact-us page link here again.

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(iii) Describe how your clients opt-in to receive your text messages using your website

E.g. Our customers opt-in by visiting our website www.examplewebsite.com. They provide us consent for texting by filling our web form with an optional mobile number. We text them only after receiving their consent. If they do not provide us their consent, we do not text them.

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Example contact-us page

(c) Custom consent form: Use this option if you have your own customer consent form and privacy policy documents for customers.

(i) Consent: The consent form is where your clients enter their mobile phone number and agree to receive your text messages. Make sure your form has below information covered.

Mobile number entry box should not be mandatory for your clients to fill in the consent form. It should be optional.
Include consent terms below the mobile phone number entry text box:
"You agree to receive informational messages (appointment reminders, account notifications, etc.) from [Company Name]. Message frequency varies. Message and data rates may apply. For help, reply HELP or email us at [email address]. You can opt out at any time by replying STOP."

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(ii) Privacy policy: A privacy policy should include what information is collected, how it's used, and how it's stored and protected. A phone number is a personally identifiable information (PII). Include below in your privacy policy. You can use below verbiage.

"Mobile SMS Privacy Policy:

As current or prospective customer, you understand that you can text us STOP at any time to opt out of receiving SMS text messages from us. You can text us HELP at any time to receive help.

You understand that the messaging frequency may vary. Messaging & data rates may apply.

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Describe how your clients opt-in to receive your text messages using your website

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Upload customer consent and privacy policy documents

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2. Outgoing texting description does not provide enough information to the reviewer.

Good example: We use texting to schedule appointment with our clients and respond to their request for information.

Bad example: Friends & family.

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3. Sample text is missing an example of text which you intend to send to recipients or it doesn’t match with outgoing texting description above.

Good example: Hello Sally, you have an appointment at our office at 10 AM Thursday. Please arrive on time. For cancellation please call our office.

Bad example: I am selling xyz

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Step-3: Verify iPlum plans for your lines.

Old deprecated plans can not be associated to approved text registration. You can check if you have latest plan by login to iPlum portal dashboard. If you have any old deprecated plan, they can be updated in the “Plans” section in the dashboard.

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How to update an old deprecated plan?

Login to your existing iPlum online account https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the Line || Plans || Number Plan || Manage || Select latest plan and complete it.

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Once all the steps are complete, iPlum will automatically associate all the iPlum numbers to the approved TCR registration.

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VII. Frequently Asked Questions & Answers

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I am not doing any marketing — Do I still need texting registration?

Personal conversational texting — Do I still need texting registration?

I live overseas — Do I still need texting registration?

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Yes, carriers require anyone who is “sending text” to any US phone number undergo the registration process.

Important: Calling is not affected by this process and will continue to function as-is as long you have latest iPlum subscription plans for your iPlum numbers.

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Do I need to register every time I add a new iPlum number or port number?

There is only one TCR registration required per iPlum account for up to 49 lines. When you add new user/numbers or port numbers in the same iPlum account, they are automatically assigned to existing registration. More information is available for accounts with more than 49 lines in the section "Steps to complete registration".

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I am a sole-proprietorship business, I have a business EIN issued by IRS. Can I use it to register?

Yes, you can use your business EIN issued by IRS for registration which is minimum 30 days old so that it shows up in their database. Social security number is not accepted.

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I do not have business Tax ID or EIN, can I use my Social-Security number to register?

At this time you can not use your social security number to register. TCR will reject it. It has to be a business EIN or Tax ID.

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I do not have a Tax ID but I use iPlum to work with another business which can allow me to use their Tax-ID or EIN?

As long as you have the permission of the organization to use their information you should be able to do that.

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I have separate multiple iPlum accounts, Can I use same Tax ID or EIN to create a company profile in them?

Yes, you can use same Tax-ID or EIN in multiple iPlum accounts to create a company profile in each account. We would advise you to consolidate these accounts in your main iPlum team account to avoid paying separate TCR fee for each account.

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I am using iPlum for HIPAA or Financial compliance, Do I still need to do this?

Yes, anyone who is “sending text” needs to undergo this process as per the carriers. HIPAA or Financial compliances security is not affected by this process.

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How to get a business Tax ID or EIN?

You can get a Tax ID or EIN at IRS website. There are no charges for it & they provide it online.

Note: If you have recently created a business Tax ID or EIN, it can take up to 30 days before it can be verified by TCR.

Apply Tax-ID or EIN at IRS website.

US users can call the IRS to apply or verify their official business name and Tax ID or EIN. Call 800-829-4933. Agents are available Monday to Friday. At the phone tree, select your language (e.g.: 1 for English), 1 for Tax-ID or EIN questions”.

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Can I opt out of texting registration?

Yes, if you do not want texting on your lines, you can opt out of TCR registration. If in future you need outgoing texting, remember to complete registration process in iPlum portal.

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Can I have a mix & match in my iPlum account, some lines have texting enabled and other disabled ?

Yes, you can do that. However, if even one line in your iPlum account needs texting you will do the registration process. Once your registration is approved, iPlum will automatically associate all numbers with that registration but you can login to your iPlum portal and disable texting on specific lines.

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How do I cancel my TCR registration?

Once you have cancelled all the lines in your iPlum account, iPlum will cancel out your TCR registration automatically.

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Does my registration gets cancelled when my iPlum number gets cancelled for any reason?

Yes, when the last line on your iPlum account gets cancelled, the texting registration will gets cancelled. If you reactivate a line, you will have to do the registration process again .

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Porting number into iPlum: Do I complete registration before or after transferring numbers?

We highly recommend you to start TCR registration process as soon as you place the port order in iPlum portal. You do not have to wait for port to complete. iPlum will automatically associate the number to approved registration the once the port is completed.

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Do Canada numbers need to register?

Canada is not participating in TCR so Canada numbers should not be blocked. But if you are sending text to US numbers, you will still need to register your account.

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‍Back to top of page

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VIII. Need additional help

We encourage you to read this entire FAQ. The acceptance or rejection of the form is done by TCR & carriers personnel. iPlum has no role in it. We can help you based on our experience dealing with forms but we can not guarantee that filling the form one specific way will ensure approval.

If you still have questions, you can open an online ticket with us.

We are regularly updating this page based on frequently asked questions by our users.

CMS Compliance Requirements for Insurance Brokers

What is included in CMS compliance requirements for insurance brokers?

Call recording & archiving on active accounts.
Texting archiving on active accounts .
Automated custom disclaimer announcement before call starts.
Business contacts backup.
Unlimited secure text channels.
BAA with HIPAA compliance.

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Can I play special announcement with every call?

Yes, you can add special voice announcement to play automatically in the beginning of every call for your compliance requirements.

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Can I port an existing number with another carrier to iPlum?

Yes, you can port an existing number to iPlum. Once port is completed, it will stop billing at existing provider and start working at iPlum.

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Step by Step implementation of iPlum service:

You can implement compliance on an existing number or get a new iPlum number. It is same cost for both options.

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Existing number transfer: If you have an existing business number with a carrier which you want to use for CMS compliance, you will transfer that number to iPlum.

‍Note: iPlum provides full bidirectional portability. If for any reason in future, you need to transfer out your number from iPlum to another carrier of your choice you can easily do that at iPlum portal by unlocking it.

‍Example: Let’s say you have AT&T mobile service and want to use CMS compliance on that number. You will port your existing AT&T number to iPlum & get a new number for that phone from AT&T after the iPlum port is complete which is 2-4 days. Your base service will stay with AT&T. During porting, the number will continue at AT&T.

Note: Opening an iPlum account needs a mobile number for verification purpose which can’t be same as your porting number. If you have only one mobile number which you are porting into iPlum, you can request us to open an account for you with an email address so that you can port your mobile number.

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Follow these steps to transfer your existing number to iPlum.

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‍New number from iPlum: Go to https://my.iplum.com/ and Click “Get new number”. Follow the prompts to get a new number. Install iPlum app on your mobile phone & simply login as “Existing User” to start using your iPlum number.

Setup a new account or login to your existing iPlum online account https://my.iplum.com.
Get Premium plan which includes call recording and text archiving feature.

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How to stop spammers by creating free phone tree?

iPlum offers free phone tree feature which can be used to stop spammers.
Spammers usually deploy automated dialing to call multiple numbers. Phone tree stops automated dialing at the greetings itself since there is no real person to accept the call and the spam call gets stuck in it and expires.

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Note: You can also block specific numbers for both calling & texting using iPlum spam blocking feature .

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1. Initialize Phone Tree

Click “Dashboard || Phone Tree & Extensions” and click “Setup Phone Tree” (Only required first time).

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2. Setup Profile
The system generates one default profile. Most businesses are fine with the default profile.
Profiles allow you to create multiple set of extensions for different hours or days of the week.

Profiles are NOT your business hours. Business hours are configured in “Do Not Disturb” module in Settings.

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3. Phone Tree Greeting

Sample greeting text:
Welcome and thank you for calling Mary’s consulting company where we design beautiful houses. Please press 1 to reach Mary, To hear these options again, please press 9.

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4. Extensions

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Add Extensions

Click “Add Extension”. Enter: 1; select type as “Ring Single iPlum Number” and select your iPlum # or “Do not Ring. Send to Primary Voicemail” (If you want the call to go directly to voicemail).
Click “Add Extension”. Enter: 9; select type as “Repeat Greeting”.

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5. Advanced Phone Tree Settings

It is advisable to keep other timers and counts with their default values.

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6. Enable or Disable Phone Tree

Click “Save Configuration” button at the bottom of page and Toggle Enable switch green to enable Phone Tree.

Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.

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Helpful links:

Voice Network Mode - Incoming Calls

Voice Network Mode - Outgoing Calls

How iPlum mobile phone system with extensions works?

How does music on hold (MOH) work?

How to hold a call with music?

After you receive a call on any extension in a phone tree, you can put the caller on hold by pressing *8 (star 8).

You can un-hold the call by again pressing *8.

Both parties will hear music.

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Note: If you are using call recording, it is advisable to press Mute button because recording will record all sounds in the recording irrespective of hold.

Helpful links:

How to do call transfer?

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https://www.freecallerregistry.com/fcr/#submitform

Mobile Communication Compliance

Who needs mobile communication compliance?

Professionals in Finance, Legal, CMS Insurance, Real-estate, Mortgage, Brokers, Sales and Service sector need compliance for mobile communications.

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What is included in mobile communication compliance add-on?

Call Recording & Archiving on active accounts.

Texting Archiving on active accounts.

Business Contacts Backup.

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How to get compliance for your iPlum line?

Setup a new account or login to your existing iPlum online account https://my.iplum.com.
Get Premium plan which includes call recording and text archiving.

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Can I play special call recording announcement with every call?

Yes, you can add special voice announcement to play automatically in the beginning of every call for your compliance requirements.

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Does the system automatically record both incoming and outgoing calls without any special techniques?

Yes, the system will automatically record all calls without any manual intervention for each call.

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Is iPlum HIPAA & HITECH Compliant?

iPlum provides HIPAA compliant secure calling & texting mobile phone line.

Click here to find more.

How to stop my calls or number being label as spam with carriers?

iPlum provides you a dedicated business line.

For outgoing calls, iPlum sends your iPlum name & number as Caller-ID in every call by default.

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If your outbound calls are getting mischaracterized by some carriers and marked as spam, you can use this form to update your caller-id information.

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Note: Contact Name, Phone, Company, Email, Calling Company Name, Address, URL is your information on this form so that the carriers recognize you as the rightful owner of this number.
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Additional helpful links:

How to stop receiving spam calls or text to your iPlum number?

How iPlum Do Not Disturb (DND) works?

Where to setup Do Not Disturb (DND)?

iPlum App:
Settings || Do Not Disturb, Non-Business Hours || Set Options

Online iPlum Portal:
Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non-Business Hours (Edit).

Enable the toggle switch to select for Calls and/or Text & Notifications.

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What does various DND options mean?

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Do Not Disturb for Calls: This will enable Do Not Disturb for calls.

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Send call to voicemail: This option will route calls directly to your voicemail without ringing. This is most common use case of DND.

Note: Previously there was an additional option here to "Remove from phone tree hunt group / Drop call". You don't need that option anymore. The system automatically works for you using AI at the backend based on type of call.

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Do Not Disturb for Text: This will remove "sound" from alert notifications for texts & voicemail. You will continue to receive silent notifications and actual text or voicemail in the app. DND doesn't disable texting or silent notifications.
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How to setup Do Not Disturb Hours?

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Note: Do Not Disturb hours are same as setting up Non-Business hours.

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Example: If you have business hours from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your Non-Business hours will look like:

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Mon to Fri: From = 5 PM & To = 9 AM

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Sat & Sun: All Day

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I have setup a schedule for normal business hours but I need to override it for short periods when I am in meetings?

You can switch to "Always" option in set schedule during those times and revert to "Custom" option for normal schedule of Non-Business hours.

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Is there a visual indication in the app when my DND is enabled?

Yes, the app's top section would show when the DND is active on your iPlum line.

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Do I need to keep my app open to manage Do Not Disturb?

Your iPlum app doesn't have to be open. Do Not Disturb works automatically from the cloud.

Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

How to change voicemail settings: ringing time, ringtones, email alerts, transcriptions?

How to bulk upload new users?

Upload Instructions:

This process can simplify account creation for multiple users. It will send them invites. Once the users have accepted invitations, you can purchase plans for them in the dashboard.

Login iPlum portal and click Bulk Upload New Users. Download the template CSV file.
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Please keep the header row as is. Do not change any words in the header row. Add each new user in a separate row below the header row.
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You can enroll users using phone number or email address. There are 4 columns in the file. When using Phone # as login ID all 4 columns are mandatory. When using Email as login ID, the Phone # field is optional, rest are mandatory.
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The first column iPlum ID (phone/email) tells the system what to use when creating the login ID for that user. You will use the word "phone" or "email" in that box without quotes. The iPlum login ID has to be unique for each user.
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Second column phone number needs to be complete phone number with country code & area code.

Important: When you open the csv template file in Microsoft Excel or Google Sheets, you will select the phone number column formatting to "Text" and then enter the phone number with country code starting with + sign. e.g. US or Canada numbers will start with +1. You will also put a ' to preserve + sign.

Example: '+14081231234

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Once you have uploaded the file, you will get an email with the success or failure for each user. If there are any error rows, you can fix the errors and upload the file again.

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Further Steps at Success:

Each user will receive a link via phone text or email to accept your invitation. They will be prompted to setup a new password.
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You will be notified via email when the user accepts your invitation.
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You can assign a new phone number to the user or port their existing number in their sub-account.

How to port or transfer a Google Voice, Google Fi or G Suite number into iPlum?

Step by Step Process to Port a Google Voice, Google Fi or G Suite Number to iPlum

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Unlock your number at Google:
Google Voice Number https://www.google.com/voice/unlock.
Google G Suite Number https://support.google.com/a/answer/9530249?hl=en.
Google Fi Number https://support.google.com/fi/answer/6079398?hl=en.
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Click Sign in at top right corner of iPlum website.
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New Account Setup. Click "Port Existing Number".
Enter the Google Voice phone number which you want to transfer to iPlum. The porting number should be an active working number which you currently own.
If you get "Congratulations" screen, it means that the number can be port|
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‍Open an iPlum Account. Make sure you setup an iPlum account with a physical mobile number. It will not change anything on that number. Due to security reasons, the system won't allow to open an iPlum account with a Google Voice virtual number but once the account is setup with physical mobile number, you can port your virtual number in that account.

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Fill the Porting Form
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Select your iPlum user where to port your external number: Click the text box to select iPlum Login ID of the user where to want to port your Google Voice phone number.

Enter the Information Related To Your Google Voice Number Account.

Name of Your Current Carrier/Vendor: Enter the name of existing carrier/vendor of the porting phone number: Google Voice.

Current Carrier Account Type: Select Single Line.

Porting Number Type: Select Business Local or Residential.

Full Name (With Current Carrier): Your name.

Authorized Owners's Name with Current Carrier: Your name

Billing Account Number with Current Carrier: Google Voice porting phone number.

Primary Phone Number on your Current Carrier Account (BTN): For Single-Line account it is same as the number you are porting. For Multi-Line account, enter the primary phone number on the account even if you are not porting that number.

Security Code or PIN with Current Carrier: Enter the security code or pin which Google Voice gives you after you have unlocked your Google Voice number. If Google didn't give you any code enter "0000".

Your Service Address with Current Carrier: Your any address. Google doesn't keep any address for numbers. Do not enter PO Box addresses as service address can't be PO Box.
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‍Back-End process: Once you enter the port order, the system will do some verification and submit the order to Google. If there is any information mismatch responded by Google, you will receive an email alert from iPlum. It takes approximately 1 -3 business days to transfer a regular Google Voice phone number into iPlum. If your number is with Google Fi or Google G Suite it may take 2-5 business days as Google does additional processing. Meantime you can continue to use your service with Google. There is no downtime.
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‍‍
Port Completion: You will receive an email notification when the transfer is complete and your ported number will start ringing in your iPlum app. Your ported number will replace the temporary iPlum number.
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Download iPlum app from Apple App Store or Google Play on your smartphone or tablet, login and start using it.
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Port-out: For any reason in future if you decide to port-out your number to a different carrier, you can easily do that by following the port-out process in the iPlum portal.

How to record voicemail greeting?

There are four (4) ways to record your Voicemail Greeting in iPlum.

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A. Standard prerecorded voicemail greeting (Free)

Note: This option is available both in iPlum app and online iPlum portal.

The female voicemail greeting comes standard with all iPlum accounts.

B. Record voicemail greeting in your own voice (Free)

Note: This option is available both in iPlum app and online iPlum portal.

Open iPlum app || Voicemail || Greeting

Online portal https://my.iplum.com/ || Voicemail || Settings

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C. Text to speech audio (Free)

Note: This option is available only at online iPlum portal.

Your iPlum number comes with text to life-like speech service to create your voicemail greeting.

Online portal https://my.iplum.com/ || Voicemail || Settings

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D. Send custom sound file to upload($20)

Send your mp3 audio file to "support@iplum.com".
In the email subject enter "Voicemail Greeting for iPlum # XXXXX". In the body of email paste the transaction-ID or receipt # or attach your PayPal payment receipt. Don't forget to attach your audio file. You will get a confirmation email after our team has uploaded your custom greeting in your account.
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There are many online companies like Fiverr (no association with iPlum) which has sellers who will record a professional greeting file for as low as $5.
File size should not exceed 1 MB.
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Payment: There is a $20 charge to digitally sign and upload custom audio file in your iPlum account.
Note: If you have multiple audio files to be uploaded, you can refresh the page and make multiple $20 payments.

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Helpful links:

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

Port out instructions for various carriers

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This is the list of popular carriers with their port out or porting away instructions. If your provider is not on this list, you can still port your number to iPlum by gathering required information from your provider's latest invoice.

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US major providers: AT&T, AT&T Wireless, Boost Mobile, Spectrum, Sprint, T-Mobile, Verizon, Verizon Wireless, US Cellular

Canada major providers: Bell, Rogers, Telus

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Please collect below information for your line from your existing provider and enter it in iPlum porting form:

Account #

Port out PIN

Service Address

Authorized Person Name

Account Name: It is your company name for business account & your name if residential account

Single line or Multiple lines account

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Dialpad Port out

Please collect below information for your line from your existing provider and enter it in iPlum porting form:

Account #

Port out PIN

Service Address

Authorized Person Name

Account Name: It is your company name for business account & your name if residential account

Line type: Single line

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Google Voice Port out

A. First unlock your Google Voice number: https://www.google.com/voice/unlock

B. When you fill the porting form at iPlum portal:

· Billing Account Number (With Current Carrier) =Same as the Google voice number you are porting.

· Primary number: Same as the Google voice number you are porting.

· Service Address: Any address. Google doesn’t care.

· PIN: Enter 0000 if no PIN provided by Google.

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Google Workspace, G-Suites Port out

Please check this link for port out instructions to unlock & get Port out PIN.

https://support.google.com/a/answer/9530249?hl=en

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Google Fi Port out

1. For Instructions go to https://support.google.com/fi/answer/6079398?hl=en

2. Select "Take your number to a new carrier” Google will provide you with the "port out" account number & password to transfer your number to another carrier.

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‍GoDaddy Smartline Port out

Send your requests to numberunlock@GoDaddy.com from the email address you have listed on your GoDaddy account.

Once your phone number is unlocked, you will receive an email to let you know that you can port your number.

https://www.godaddy.com/help/port-my-number-to-another-provider-27921

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When you fill the porting form at iPlum portal:

· Billing Account Number (With Current Carrier) = Same as the phone number you are porting.

· Primary number: Same as the phone number you are porting.

· Service Address: Your local address.

· PIN: Enter PIN provided by GoDaddy after unlock.

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eFax, sFax, SRFax Port out

Send email to efaxport@consensus.com to request unlock transfer of your number& facilitate port out.

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Line2 Port out

‍https://support.line2.com/hc/en-us/articles/203402703-Can-I-Transfer-My-Line2-Number-To-Another-Provider-Port-Out-

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Ooma Port out

Please collect below information for your line from your existing provider and enter it in iPlum porting form:

Account #

Port out PIN

Service Address

Authorized Person Name

Account Name: It is your company name for business account & your name if residential account

Line type: Single line

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OpenPhone Port Out

‍https://www.reddit.com/r/openphone/comments/1512ndt/porting_number_away_from_openphone/

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Peerless Port out

https://www.peerlessnetwork.com/resources/local-number-portability/

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Phone.com Port out

https://www.phone.com/phone-support/billing/transferring-your-number-to-another-provider/

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RingCentral Port out

Please collect below information for your line from your existing provider and enter it in iPlum porting form:

Account #

Port out PIN

Service Address

Authorized Person Name

Account Name: It is your company name for business account & your name if residential account

Line type: Single line

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Sideline Port out

Unlock your Sideline number: https://support.sideline.com/hc/en-us/articles/214737083-Porting-your-number-out-of-Sideline

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When you fill the porting form at iPlum portal:

· Billing Account Number (With Current Carrier) = Same as the phone number you are porting.

· Primary number: Same as the phone number you are porting.

· Service Address: Your local address.

· PIN: Enter PIN provided by Sideline after unlock.

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Spruce Health Port out

Please collect below information for your line from your existing provider and enter it in iPlum porting form:

Account #

Port out PIN

Service Address

Authorized Person Name

Account Name

Line type: Single

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Twilio Port out

‍https://support.twilio.com/hc/en-us/articles/223179588-How-do-I-port-my-phone-numbers-away-from-Twilio-

Contact Twilio at porting@twilio.com

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Get below information via Customer Service Record (CSR) and then submit the port at iPlum portal:

Account #

PIN #

Service Address:

Twilio,Inc.

548 Market St #14510

San Francisco, California 94104.

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Vonage Port out

Please collect below information for your line from your existing provider and enter it in iPlum porting form:

Account #

Port out PIN

Service Address

Authorized Person Name

Account Name: It is your company name for business account & your name if residential account

Line type: Single line

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Zoom Port out

https://support.zoom.us/hc/en-us/articles/360044407172-Porting-away-from-Zoom-Phone

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How to setup voice announcement before ringing or out of office greeting?

Important: "Voice announcement before ringing or out of office greeting " is different than Voicemail greeting or Phone tree greeting.
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This recording will play to the caller before the call starts ringing to the recipient.

Sample call flow: Incoming call || Voice announcement before ringing, out of office greeting plays || Ringing starts || Recipient accepts or declines the call || If recipient declines, call goes to voicemail greeting

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Use Cases

Alert caller before the ringing starts.
Examples: "Please wait while the system finds me..." OR "Please wait while we connect your call to an agent..."

Out-of-Office. Examples:
"Vacation Alert. I am out of office and will be available starting..."

Where to setup voice announcement before ringing?

Dashboard || Users || Click iPlum Login ID of the User || Settings || Voice Announcement Before Ringing, Out of Office(Edit)

How to record voice announcement before ringing?

A. Text to Speech Audio (Free)

Your iPlum number comes with text to life-like speech service to create your announcement free of charge.

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B. Record in your own voice (Free)

Dashboard || Users || Click iPlum Login ID of the User || Settings || Voice Announcement Before Ringing (Edit) || Add New Announcement || Record Your Audio

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C. Send us your Custom Sound File to be uploaded ($20)

Record MP3 file format with high volume.
It is a good practice to keep it 60 seconds or less.
Note: There are many online companies like Fiverr (no association with iPlum) which has sellers who will record a professional announcement file for as low as $5.

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Note: File size should not exceed 1 MB.

Send your audio file to "support@iplum.com".
In the email subject enter "Voice Announcement Before Ringing for iPlum # XXXXX". In the body of email paste the transaction-ID or receipt # or attach your PayPal payment receipt. Don't forget to attach your audio file. You will get a confirmation email after our team has uploaded your call Connecting announcement in your account.
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Payment: There is a $20 charge to digitally sign and upload custom audio file in your iPlum account.
Note: If you have multiple audio files to be uploaded, you can refresh the page and make multiple $20 payments.

How to record phone tree greeting?

Important: Please note that the Phone Tree greeting is different than the Voicemail greeting.

Phone Tree greeting is configured in the iPlum portal only.

Call Routing When Phone Tree is Enabled

Primary iPlum number called || Play phone tree greeting || Extension start ringing || Play voicemail greeting if extension phone number doesn’t pick call.

A. Text to Speech Audio (Free)

Your iPlum mobile phone tree comes with text to life-like speech service to create your main welcome greeting and announcements free of charge.

This option is available in the iPlum dashboard under phone tree greeting section.

B. Record Audio in Your Own Voice (Free)

You can record phone tree greeting and announcements free of charge in your own voice.

This option is available in the iPlum dashboard under phone tree greeting section.

C. Send Custom Sound File ($20 /file)

Setup Phone Tree with a temporary greeting and extensions.
Configure your phone tree with temporary greeting. You can leave the phone tree in pause mode. When you send us the audio file, we will replace it with your custom audio file and then you can enable the phone tree.
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Record MP3 file format with high volume. File size should be less than 1 MB.

There are many online companies like Fiverr (no association with iPlum) which has sellers who will record a professional greeting file for as low as $5. We recommend to keep your phone tree greeting below 1 minute to avoid callers hanging up.
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Send your audio file to "support@iplum.com". In the email subject enter "Phone Tree Greeting for iPlum # XXXX" (replace XXXX with your iPlum number). In the body of email paste the transaction-ID or receipt # or attach your PayPal payment receipt. If your audio files are related to announcements, please put that information in the email body. Don't forget to attach your audio file. You will get a confirmation email after our team has uploaded your custom greeting in your account.
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Payment: There is a $20 charge to digitally sign and upload custom audio file in your iPlum account.
Note: If you have multiple audio files to be uploaded, you can refresh the page and make multiple $20 payments.

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How to add phone tree and extensions to an existing phone number?

Option 1: Keep your number at existing carrier.

You will setup call forwarding from your existing number to iPlum number and use Auto Attendant (IVR) feature of iPlum.

Sign up a new account and get an iPlum number subscription: https://iplum.com
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Setup phone tree on your iPlum number: Tutorial: Phone Tree with Extensions
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Setup Call forwarding from your existing carrier number to the new iPlum number you have created in above steps.

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Option 2: Port your existing number to iPlum.

Steps to port number into iPlum.
iPlum provides full flexibility to users for both port-in and port-out.
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Setup phone tree on your iPlum number: Tutorial: Phone Tree with Extensions

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Will this work for mobile or landline numbers?

Yes, you can configure mobile or landline number with phone tree configuration.

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How do I handle texting if I have an existing mobile number?

If you stay with existing carrier, you can continue to do texting there. If you port your number into iPlum you can text using iPlum app.

For any questions, you can always contact us. We love to help our users.

How do I cancel, deactivate, disconnect, delete or stop my iPlum number account?

Resolve Any Issues Before Cancellation:

Calling issues Configure voice network mode for incoming & outgoing calls instead of data.
Reactivate a cancelled iPlum number: Reactivate your number.
Can't hear call ringing or receive texts: Check device settings.
Don't like your iPlum number: Change your number.
Getting spam calls: Block spam numbers free.

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Refund Policy:

All iPlum plans are prepaid non-refundable. You may cancel or downgrade your account at any time, and the cancellation or downgrade will take effect at the end of the billing cycle. There are no refunds or credits for partial usage. These includes usage credits, monthly/annual subscription plans, feature plans, port charges etc.

Due to individual privacy controls, cancellation is a self-service process. Please follow these steps based on where you purchased your subscription.

iPlum is constantly enhancing its platform with new features. Some old features may be retired as well. Telecommunications networks works in conjunction with other providers which may guide certain changes from time to time. iPlum is part of it. There is inherent dependency. There can be down time for telecommunication services. Any such changes will not be a reason for refunds.

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Details of refund policy here.

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Cancellation of number plan purchased at iPlum web portal or Google Play:

Important: Cancellation would delete all iPlum configurations. It is an irreversible process.

1. Login to https://my.iplum.com/

2. Dashboard || Users || Click iPlum Login ID of the User || More || Cancel Line.

3. This will remove the phone number plan and any associated features for that line. It is an irreversible action.

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Partial Cancellation of add-on feature plan/s purchased at iPlum web portal:

1. Login to https://my.iplum.com/

2. Dashboard || Users || Click iPlum Login ID of the User || Plans.

Select the feature or number subscription plan you want to cancel.
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Note: For partial cancellation of plans purchased via Apple App store or Google Play, please cancel it at those platforms.

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Cancellation of plans purchased using Apple App Store:

Note: Apple doesn't allow app vendors to cancel subscriptions for their users directly.

1. Login to your Apple App store Account on your computer or mobile device.

2. Go to Subscriptions & select iPlum app subscription. You can cancel it there.

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You can always contact us if you have any question.

How to buy iPlum number or usage credits online?

Step by Step Process:

Login:
Go to the web page https://my.iplum.com on your computer or a tablet and login with existing credentials. You can also setup a new account.
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Setup Billing:
Click “Billing”. Add your payment method here. If you have set up multiple payment sources, select the one you want to use as “Default”.
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New iPlum Number Subscription:
‍Dashboard >> Get iPlum Plan. Follow the prompts.

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Add additional credits
You can add extra global usage credits in your account.

Dashboard || Users || Click iPlum Login ID of the Line || More || Add Credits

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Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

How iPlum mobile phone system with auto attendant works?

How do I setup iPlum app on my device?

Download iPlum app from Apple App store or Google Play Store.
iPlum iOS App
iPlum Android App
Open the app.
If you do not have an iPlum account, click "New Account". Otherwise select "Existing users" and simply Login.
Enter the verification code which you will receive via text or phone call.
Enter your information and complete your registration.
iPlum app will request access to your Contacts, Microphone, Notifications etc. iPlum is a business application with complete privacy. Enable the permissions for correct functioning of the app.

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Helpful links:

How does iPlum business team account works?

How to get iPlum number using Apple App Store or Google Play?

You can buy iPlum using In-App purchases at Apple App Store or Google Play.

First make sure you have installed and login iPlum app on your mobile device from the Apple App Store or Google Play.
Click Menu icon at top left corner in the iPlum app, select "Settings" and then "Purchase".
To purchase an iPlum number select "Phone Number Plan". The app will walk you through selecting a phone number and make a purchase using App Store or Google Play based on the device type.
To add usage credits select "Add Credits". The app will walk you through selecting the global credits and making a purchase using App Store or Google Play based on the device type. The usage credits are valid for one year.

Helpful links:

How to setup multiple phone numbers in my iPlum account?

How to transfer your number subscription to iPlum web portal billing?

Step by Step Process:

Login to iPlum web portal https://my.iplum.com.
Setup Billing:
In the left bar menu, click "Billing". Add your payment method here. If you have set up multiple payment sources, select the one you want to use as "Default".

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‍If your current iPlum subscription is setup with Apple App Store or Google Play, you can move it to web portal billing:
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‍Dashboard || Users || Click iPlum Login ID of the User || Plans || Number Plan || Edit
Select the plan and follow the prompts to complete the purchase. We have both monthly and annual plans available. Your iPlum number will not be cancelled.

The system will not move your subscription to iPlum portal until you make this purchase because App Store & Google Play are different billing systems.
Important: After you have successfully moved iPlum subscription to the web portal, you should cancel the subscription at Apple App Store / Google Play so that you are not billed twice. iPlum doesn't have access to your Apple App Store or Google Play account for cancellations.
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‍Reactivate a cancelled iPlum number:
If your number was cancelled due to any reason within last 30 days you can Reactivate it by following steps listed at this FAQ.

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Helpful links:

How to send international texts using iPlum?

I can't see my iPlum phone number after purchase?

Once you have purchased an iPlum Phone number, it will show up at the top in iPlum app under Contacts. It is also located in iPlum Settings >> My iPlum Account

In some rare cases, the app may not get an immediate response from the server after you bought an iPlum number.

Simply logout & then log back into the iPlum app to see the assigned phone number:
Logout is available in iPlum Settings.

iOS App: If you still don’t see the iPlum number, please follow these steps to get a new number:
iPlum Settings >> Utilities & Support >> Restore iTunes Receipt
iPlum Settings >> My iPlum Account >> Get Number. Enter App store ID. It will detect your purchase and not charge you again.

How to make international calls using iPlum?

You can call/text globally using iPlum App.

In the iPlum Keypad, select the country from the top left country icon. It will show you the flag & the corresponding country code.

Enter the phone number you are dialing out without the country code. The app automatically adds the country code based on the flag selected.

Do not put a Zero "0" in front of the number.

Helpful links:

You can call/text globally using iPlum App.

Note: The app automatically adds your iPlum signup country code in the "To" box when you start entering the phone number.

You can simple erase it and enter the international phone number you want to send text with + country code.

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Example: Your iPlum signup country code is US (+1) and you want to send a text to UK number (+44). You will simply erase +1 in the "To" box and enter +44 with the UK number.

International SMS rates are available in the iPlum app settings.

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Helpful links:

How to make international calls using iPlum?

How to reactivate, reinstate or reestablish a cancelled iPlum phone number?

Reactivation is a privilege program to help our users.

Your iPlum number could be cancelled due to any reason like lost or change of credit card, email change, travels, plan expiration etc. There is a mandatory one-time reactivation fees paid to the underlying carrier to bring back your number. See below for steps and fees.

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I. Self reactivation within 30 days of cancellation: $20

II. Manual reactivation within 30 days of cancellation: $30

III. Manual reactivation between 30 to 60 days of Cancellation: $99

Note: Sorry, no number recovery is available after 60 days of cancellation.

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I. Self reactivation within 30 days of cancellation: $20

1. Login as iPlum account administrator https://my.iplum.com

2. Click “Dashboard || Users || Click iPlum Login ID of the User || More || Reactivate Number”

Enter the iPlum number you want to reactivate and follow the steps. You will reestablish the new plan while reactivating the number. The previous plan gets cancelled when the number was cancelled. There is a one-time fee of $20 to reactivate a number.
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Note: In some situations it can take up to 48 hours to reactivate. You will get an email when it is complete.

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II. Manual reactivation within 30 days of cancellation: $30

Note: If the self reactivation process in section-I doesn't work for any reason, use this manual reactivation process. If we are not able to recover the number, we will refund the recovery fees.

1. Make a one-time payment for manually recovery: $30

Payment link: https://iplum.com/blog/faq/payment-30/

2. After making above payment, open a ticket online using contact form.

In that ticket description enter:

$30 payment for manual recovery.

Your PayPal transaction ID.

iPlum number to be recovered.

Important: Above is one-time number recovery fees. It is not a payment for your number subscription. Once the number is recovered, we will ask you to setup a monthly or annual subscription to swap the recovered number into it.
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3. Once we have confirmed that your number has been recovered, click “Get iPlum Number” in iPlum portal & setup a correct subscription plan on the account so that we can swap the recovered number to it. e.g. If your recovery number is a US local number, setup a US local number plan etc.
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If we are not able to recover the number, we will refund the above recovery fees. Reactivated number is held for 5 days. If it is not claimed with an associated subscription, it will get cancelled.

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III. Manual reactivation between 30 to 60 days of cancellation: $99

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‍Note: After 30 days of cancellation, only manual reactivation method is available. If we are not able to recover the number, we will refund the entire recovery fees. Sorry, no reactivation is possible beyond 60 days cancellation.

1. Make a one-time payment for manually recovery: $99.

Payment link: https://iplum.com/faq/payment-99/

2. After making above payment, open a ticket online using contact form.

In that ticket description enter:

$99 payment for manual recovery.

Your PayPal transaction ID.

iPlum number to be recovered.

Important: Above is one-time number recovery fees. It is not a payment for your number subscription. Once the number is recovered, we will ask you to setup a monthly or annual subscription to swap the recovered number into it.
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3. Once we have confirmed that your number has been recovered, click “Get iPlum Number” in iPlum portal & setup a correct subscription plan on the account so that we can swap the recovered number to it. e.g. If your recovery number is a US local number, setup a US local number plan etc.

If we are not able to recover the number, we will refund the above recovery fees. Reactivated number is held for 5 days. If it is not claimed with an associated subscription, it will get cancelled.

How to change iPlum phone number?

Login: Go to the web page https://my.iplum.com. ‍
Change Number:
Dashboard || Users || Click iPlum Login ID of the User || More || Change Number.
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Helpful links:

How to block any number from calling or texting my iPlum number?

How to stop my calls being label as spam with carriers?

How to block or stop spam calls, text or fax in my iPlum account?

1. iPlum doesn't share information with any 3rd party

iPlum is a business class service. You can be confident that iPlum keeps your information confidential and never shares with any third party. iPlum is constantly finding ways to ward off spammers on the behalf of our users.

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2. How spammers usually work for calls, text or fax?

A common trick is to "Spoof" any random phone number in an autodialer and call thousands of users hoping to reach some of them. There are many illegal autodialer applications available online which allow this behavior. The end user gets a "missed call" and when they call back that number, it reaches the real owner of the spoofed number who never placed the call at the first time.

A spammer would randomly configure a number on some 3rd party rogue application and start texting out. For fax numbers they try to detect for fax tones.

Source: FTC - How does a robocall work?

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3. Steps to block spam numbers

Note: When you sign up iPlum number, the first thing you should do is to add that number in the Do-Not-Call list with US Government site. https://www.donotcall.gov/

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Block using iPlum Portal

Login: https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the Line || Settings || Block Numbers (Edit)
Add phone numbers to block incoming calls, text or fax from these numbers.

Wild Card blocking: Enter the first few digits ending with a star (*). This will block any numbers which match that string. Do not enter multiple stars. The star needs to be at the end of the numbers. A simple star after the country icon will block all calls, text or fax from that country. Entering 410* for US will block all numbers starting with area-code 410.
Special Numbers Blocking: Anonymous and Restricted Caller-ID numbers can be blocked here.

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Block using iPlum App

Note: This section is not applicable if you are trying to block a fax number.

Recents: Tap on the phone number & click Block icon. If the number is already in your contacts, you will see More icon and click on the "Block Number" link in details.
OR

Settings: iPlum App >> Settings >> Block Number >> Edit.
Enter the phone number to block.
(Optional) To add Wild Card blocking: Warning: Choose this option carefully since it will block multiple numbers. Enter the first few digits ending with a star (*). This will block any numbers which match that string. Do not enter multiple stars. The star needs to be at the end of the numbers. A simple star after the country icon will block all calls & texts from that country. Entering 410* for US will block all numbers starting with area-code 410.

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4. Steps to unblock numbers

Unblock using iPlum Portal

Login: https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the Line || Settings || Block Numbers (Edit)
Delete entries you don't want to block

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Unblock using iPlum App

Note: This section is not applicable if you are trying to block a fax number.

iPlum App >> Settings >> Block Number >> Edit.
Swipe left next to the phone number.

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5. Setup Free Phone Tree:

Setup free phone tree for your iPlum number in iPlum portal. Spammers usually have automated dialers. If you have a phone tree setup on your iPlum number, the dialers stop at the Greeting itself since there is no real person to dial an extension and the spam call gets dropped. To find about Auto Attendant click here

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6. Change iPlum Number:

If you want to change your iPlum number, you can do it here. There is a one-time $9.99 number change charge.

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Helpful links:

How to change, upgrade or downgrade iPlum plan online?

Step by Step Process:

Login: Open iPlum portal on your computer or a tablet. https://my.iplum.com
Upgrade/Downgrade plan or move from Apple App Store or Google Play to iPlum portal billing:

a. Dashboard || Users || Click iPlum Login ID of the User || Plans || Number Plan (Edit).

b. Select the new monthly or annual plan which you would like to change to and and follow the prompts to complete the purchase.

Note: If your original subscription plan was setup using App Store or Google Play, it will be moved to the iPlum dashboard for future terms. You will not lose any existing time or unused usage credits in your account. After completing these steps, please remove your iPlum subscription from the App store or Google Play to stop duplicate payments.

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Helpful links:

How do I get a Canada number in iPlum?

Now you can get a low cost Canada number for your personal or business use from iPlum.

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Visit: https://iplum.com/canada-number/

How to update my iPlum name and email?

1. Login iPlum portal https://my.iplum.com

2. Dashboard || Users || Click iPlum Login ID of the User || Settings || Profile & Permissions. You will see different options you can edit.

Note: If you are changing the iPlum-ID, the system will send you a verification code which you will confirm here to complete the change.

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Helpful links:

How to change my Password or I have Forgotten my Password?

How to cancel, deactivate, disconnect, or stop my iPlum number account?

What is behind iPlum app color scheme?

iPlum name comes from the Plum fruit. Plums are enjoyed around the world across boundaries. The unique colors in the app are based on the Plum fruit.

How do I find my iPlum usage credits?

Usage credits are consumed for calls and texts to non-iPlum users.

To see the usage details, simply go to iPlum App Settings and tap My iPlum Account >> Usage Log. Then select the month for which you want to review usage.

You will see a list of all the incoming and outgoing calls, texts and voicemail and the usage credits used.

Do external toll free calls use up iPlum usage credits?

External toll free calls from your iPlum phone number are free. You can make free calls to any U.S. or Canada toll free number, from anywhere in the world using iPlum. Your iPlum usage credits are not consumed for toll free call minutes.

Payment or financial issues making iPlum purchases using Apple App Store or Google Play?

You can make iPlum payments using any of three methods:

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1. Apple App Store (In-App purchases )
2. Google Play (In-App purchases)
3. iPlum Web site

If you have any payment related issues with credit or debit card while making In-App purchases in iPlum using App store or Google Play you need to contact Apple or Google directly. They manage that information directly with the users. It is not passed back to iPlum

If you have an Apple or Google gift card, please check if it is valid on all types of In-App purchases.

Below are links to some Google Play articles for help in case your payment is getting rejected:
https://support.google.com/googleplay/answer/6080850?hl=en
https://support.google.com/googleplay/answer/6080850?hl=en

If you live outside the USA and Canada, you may need to separately activate international payment options for your credit or debit card before it can be accepted at Apple or Google Stores. Please check with your card issuing bank.

Here is the Google Play contact URL for payment issues, in case you need it.
https://support.google.com/googleplay#topic=3364260
Click “Contact” at top right corner. Then select “Android Apps & Games”. You can select option for Google to call you & resolve any issues directly with them.

Can I use iPlum when roaming out of country?

Yes, you can use iPlum over Wi-Fi or carrier data, when you are traveling outside the country.

When you use your iPlum usage credits, you can make calls to any mobile or landline or send text message to any mobile phone number in covered countries.

With iPlum phone number, you can also be reached at this phone number from anywhere, as you travel from country to country.

How to bulk upload contacts?

Contact Upload Instructions:

You can upload multiple business contacts which will be synched to your iPlum app.

Login iPlum portal . In the left menu, click Contacts & Groups. Click bulk upload contacts button. Download the template file.
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Please do not change the header row. Add each contact in a separate row below the header row. You can add multiple phone numbers for same contact separated by comma.
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Mandatory Fields: First Name and Phone#. Other columns are optional.

Important: When you open the csv template file in Microsoft Excel or Google Sheets, you will select the phone number column formatting to "Text" and then enter the phone number with country code starting with + sign. e.g. US or Canada numbers will start with +1. You will also put a ' to preserve + sign.

Example: '+14081231234
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Once you have upload the file, you will get an email with the success or failure for each contact. If there are any errors, only those contacts will not be created.
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Contact Download Instructions:

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How to see my iPlum purchases in Apple App Store?

You can see your iPlum phone number subscriptions in App store on your iPhone/iPad :

1. In iPhone/iPad App store click the icon on the top right corner.
2. It may ask you to provide your Apple App Store Login ID and Password.
3. You will see your subscriptions.

How much data is used by the app?

iPlum mobile app is engineered for low bandwidth usage. It adapts to available data rates and latency of a broad range of Wi-Fi or cellular data channels, by controlling refresh rates and through efficient codec design. Calls are transferred seamlessly between Wi-Fi and wireless data channels as the user moves in and out of coverage zones.

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If data is an issue you can setup Call Forwarding in the app & receive calls on any native mobile or landline number. You will not use data when receiving iPlum calls. It will be used only when you call-out using iPlum.

Will I miss the calls or message when app is not running?

No. You will receive notification of the incoming call or message when app is not running. When you swipe on the notification, the call screen comes up so you can answer the call or read the message. Make sure that you turn Notification ON for iPlum app using the settings screen for the iOS or Android device.

Does iPlum calling work with bluetooth?

Yes, iPlum mobile app is Bluetooth ready. Simply make sure that your Bluetooth headset or auto link is paired before you bring up iPlum app on your iPhone or Android phone.

Can I port-out the iPlum phone number to another carrier?

Yes, our users have the ability to port-in or port-out the iPlum number to another carrier. Please login to iPlum Dashboard and select Port Number >> Port-out.

Note: You will unlock the number and pay any carrier pass-through charges for port out.

Refund Policy

iPlum plans are prepaid non-refundable. You may cancel or downgrade your account at any time, and the cancellation or downgrade will take effect at the end of the billing cycle. There are no refunds or credits for partial months or years.

All plans are setup to renew automatically until you cancel your recurring billing, or we terminate your account. You must cancel your account before it renews each month or year in order to avoid billing of the next month's or year's fees. iPlum will bill the monthly or yearly fees associated with your service plan, to the payment method you provide to us during registration (or to a different payment method if you change your account information).

There are no refunds for one-time or recurring charges. These includes usage credits, feature plans, port fees etc.

If your account has been blocked or cancelled due to iPlum Acceptable usage policy, there are no refunds.

Port-in: When you place a port in order at iPlum, it is subscriber's responsibility to provide correct information. Porting sets up a subscription with a new iPlum number. iPlum forwards the porting information you provide to the losing carrier. If for any reason your number can't be ported you can keep using the new iPlum number assigned during port process. There are no refunds.

Port-out: You can port out your number by unlocking at iPlum portal. There is a mandatory one-time port out fees which you pay in the iPlum portal which gets paid to the underlying carrier. The future billing would stop after the number has been port out complete. There is no partial refunds for the remaining period.

Carriers may add surcharges for various telecommunication services from time to time, iPlum may pass that cost to the clients. There are no proration or refunds in this situation for the remaining term. There are no refunds for carrier TCR registrations or cancellations due to not completing TCR registrations or inability to do TCR registrations.

If you wish to cancel your account or change your plan, you may do so via the mode you purchased your plan: iPlum portal, Apple App Store or Google Play. Should you elect to cancel or downgrade your account, please note that you will not be issued a refund for the most recently (or any previously) charged monthly or one-time fees. These includes usage credits, monthly/annual subscription plans, feature plans, port fees etc.

Helpful links:

What is deprecated plan and how to fix it?

An old deprecated plan means that there has been a newer plan for this product for some time. Deprecated plans do not receive the updated features. These plans show as red color in your online iPlum portal. You can update to latest equivalent plan. Latest pricing plans are available online in pricing section.

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When you upgrade a plan it will charge you only the difference of new & old deprecated plan for the term left on the plan. It will not start a new term.

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How to update plan online at iPlum portal?

Go to https://my.iplum.com/
Login to iPlum account with your administrator credentials.
Dashboard || Users || Click iPlum Login ID of the Line || Plans.
Find “Number Plan”, "Manage" and follow the prompts.

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How to update plan if the plan is setup using Apple app store or Google Play?

You can update your Apple app store plan at Apple app store or you can update the plan in iPlum portal & then cancel out the Apple app store or Google Play plan at their respective store.

Please follow above steps to update your plan in iPlum portal.

Thank you! Your submission has been received!

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How to create text templates?

What are templates?

Many times we are sending similar text message to our clients. Templates framework provides a simple way to create multiple text templates.

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Where to setup text templates ?

Mobile app: Settings || Text options || Text Templates
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Online portal: Dashboard|| Users || Click iPlum Login ID of the Line || Settings || Text Options || Text Templates

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Which plan do I need to activate the text template feature ?

You need Professional or Premium plan to enable text templates in iPlum.

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Examples of text templates

Appointment reminder

This is a reminder for your appointment at <Date, Time>.
We are located at <Address>
From <Company name>

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Business address & hours

We are located at <Address>
Our business hours are <Hours>
From <Company name>

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We are currently closed

We are currently closed. Our staff will respond to you as soon as they are available.
From <Company name>

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Our contact info

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Helpful links:

How to use secure texting?

Setup Auto text reply.

Setup text signature.

Business Contacts, Groups and Secure Texting

Business contacts, Device contacts, Groups

SMS/MMS texting, Secure texting, Restore, Broadcast, Group texting, Templates

How to initiate secure texting with your clients?

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Business contacts, Device contacts & Groups:

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What is the difference between business and device contacts?

‍Business contacts are stored in a separate encrypted container in your iPlum app or iPlum portal. They are not mixed with personal contacts in your phone’s address book.

Device contacts are your personal contacts in your phone's address book. They are visible in the iPlum app in case you need to move them to business contacts section. They are not stored in iPlum app.

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Why do you need to give "contacts permission" to iPlum app in your mobile phone settings?

iPlum is a business app with privacy. For correct functioning of the caller-id management, please allow the “contacts” permission to iPlum app in your iOS or Android settings . It will not save any personal contacts in iPlum.

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Add a new business contact or bulk upload.

Online portal:

Go to “Contacts & Groups” and click “Add contact”. Here you can also create business groups and assign them to various business contacts.

iPlum portal has an option to upload multiple/bulk contacts in your iPlum account using a template file.

Click “Bulk upload contacts”. Download the template file, add contacts in it and upload the file. These contacts will be available both in the portal and iPlum app business contacts.
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Mobile app:

Go to contact screen, make sure you are in the business tab. Tap “+” to add a business contact. Here you can also create business groups and assign them to various business contacts.

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Add a new device contact.

Go to your physical device address book and add new contact. Open iPlum app and pull down to refresh. You will see the new contact in your iPlum app under device contact section. Device contacts are not editable in iPlum app and they are not available in iPlum portal. You can move device contacts to business side using iPlum app and to make them available in the business contacts section in both iPlum app and portal.
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Create a business contact from device contact in mobile app.

Open iPlum app, change to device contacts and tap a contact in it. From the actions grid, tap “More”. On the details screen, tap “Add to Business”. This will create a business contact. Once you copy a device contact to business contact, it is available in your iPlum portal as well.

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Edit a business contact.

Online portal:

Go to “Contacts & Groups” and select the contact to edit it.
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Mobile app:

Open a business contact detail in the iPlum app and click “Edit”. You will update changes and save.

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Edit a device contact.

Device contacts are managed in your native address book. You would edit them in native iOS or Android device contacts. Once you open iPlum app after editing a device contact, it will show updated contact.

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Groups for business contacts.

Groups are used to send the same text to more than one user. Groups are created in the contacts section.

‍Online portal:

Go to “Contacts & Groups” and click “Manage groups”. Here you can add a new group, edit an existing group, or delete it. Once a group is created, you can change its name and update its members. These groups are available in the iPlum app business contacts as well.
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Mobile app:

In the iPlum app’s business contact screen, tap “+” and select “Manage groups”. Click “+” to add a new group. Now go to a business contact, click “More” which will open its details and click “Edit”. Tap on the groups text box and select the group to link to this contact and save it.

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Delete a business contact.

Online portal:

Go to “Contacts & Groups” and select the contact to delete.
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Mobile app:

Open a business contact detail in the iPlum app and click “Edit”. You will see a delete button at the bottom.

Important: When you delete a contact, it will delete the secure text channel setup with this contact but it will not delete any existing conversations for this contact.

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Delete a device contact.

Device contacts are managed in your native iOS or Android address book. Once you delete the device contact in native contacts, it will not show in iPlum app.

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Restore business contacts.

In a situation where you need to delete the mobile app, you can restore your business contacts if you have the iPlum security and backup plan:

iPlum App Settings || Backup Options|| Restore Business Contacts

Note: iPlum portal downloads your information when you login. There is no restore required.

Switch the screen priority of device and business contacts in iPlum app (iOS only feature).

iPlum App Settings || Contact Options || Set Default Phone Book.

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Hide device contacts in iPlum app (iOS only feature).

iPlum App Settings || Contact Options || Show/Hide Device Contacts.
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Note: We recommend that you enable Contacts permission for iPlum app in your iOS or Android Settings. These permissions are required for correct caller-id and ringtones management.

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Texting Types:

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What is the difference between regular SMS/MMS & secure texting?

Regular sms/mms texting means you are sending text to one or more mobile numbers and other side can use any texting application to communicate with you.
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Secure texting means both ends have iPlum app and text are encrypted end to end. Your clients can get a free iPlum app account when you invite them for secure texting. Secure texting requires security and backup add-on plan on your account. Healthcare, finance, or legal professionals can initiate a secure text channel with their clients for bidirectional secure texting.

How to initiate secure texting?

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Note: When you have iPlum HIPAA complaint plan, all text are encrypted/secure at your end no matter the other side end user application.
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Group texting and broadcast texting.

Group texting and broadcast texting can be used for both regular and secure texting.

In group texting, all users see each other. In broadcast mode the receiving users don't see each other. The broadcast switch is available in the “To” section of text screen in the app once you have more than 1 phone number in it.

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How to restore text after reinstalling iPlum app?

Mobile app:

If you install iPlum app on a new phone or need to erase the app and reinstall, you can restore last 60 days texts in the app if you have iPlum security and backup enhanced plan:

iPlum App || Settings || Back up Options || Restore Text

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iPlum portal downloads your information when you login. There is no restore required.

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How to create text templates?

If you are sending the same text multiple times, you can create text templates. They can be managed both in mobile app and iPlum portal. To manage learn more.

Online portal:

Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Templates
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Mobile app:

iPlum App || Settings|| Text options, Templates, Secure Channels || Text Templates

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How to create auto-text-reply?

You can automatically send text reply for missed incoming calls & texts when you are busy. To configure learn more.

‍Online portal:

Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Auto reply
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Mobile app:

iPlum App || Settings|| Text options, Templates, Secure Channels || Text Auto Reply
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How to create text signature?

You can automatically add a text signature for your outgoing text. It is helpful to provide information to your clients without having to type it each time. To configure learn more.

‍‍Online portal:

Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Text Signature
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Mobile app:

iPlum App || Settings|| Text options, Templates, Secure Channels || Text Signature
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How does text to email work?

You can get your incoming text via email when you are away from your cell phone. You can also use this feature to automatically send incoming text to another user in your iPlum account. To configure learn more.

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How to initiate secure text channel?

Secure text channels are used for bidirectional encrypted texting. iPlum provides free account for your clients.
Check this page How to initiate secure texting?

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What are the prerequisites for secure texting, online portal contacts and online texting?

A. You will need Professional or Premium plan. If you are on older iPlum plan, you will need Security and Backup enhanced add-on plan.

To upgrade an existing plan, go to https://my.iplum.com/

Dashboard|| Users|| Click iPlum Login ID of the Line || Plans.

Click “Number Plan” and “Manage”.

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B. Get carrier TCR texting registration in your iPlum portal:

Go to https://my.iplum.com/ and login into iPlum account with your administrator credentials.

Menu (Left bar) || Carrier Text Registry

Instructions for TCR registration process: http://iplum.com/faq/text-messaging-registration/

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If you have any questions, please contact us.

How to do secure texting with your clients using free account for them?

Important: Learn about different types of contacts and texting in iPlum, click this link.

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How to add a new business contact single or bulk upload?

Online portal:

Go to your “Contacts & Groups” and click “Add contact”. Here you can also create business groups and assign them to various business contacts.

iPlum portal has an option to upload multiple/bulk contacts in your iPlum account using a template file.

Click “Bulk upload contacts”. Download the template file, add contacts in it and upload the file. These contacts will be available both in the portal and iPlum app business contacts.
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Mobile app:

Go to contact screen, make sure you are in the business tab. Tap “+” to add a business contact. Here you can also create business groups and assign them to various business contacts.

Or create a business contact from device contact in mobile app:

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How to initiate secure text channel?

Secure text channels are used for bidirectional encrypted texting. iPlum provides free account for your clients.
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Online portal:

Login to the portal.
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Go to “Contacts & Groups”. Add a new business contact or use an existing contact. ‍
Select the contact and click “Secure text invite”. The system will send an invite SMS to the recipient with instructions to create a free account and accept invitation. Your client login-id is their physical mobile phone number. They can either download iPlum app to register or create an account online at iPlum portal. Both mobile app and portal access will work for them after they have created an account.
The secure channel is now active and ready for secure texting.

Mobile app:

Create a new business contact with your client’s mobile phone number or select an existing business contact in the iPlum app:
iPlum App || Contacts || Business contact tab. Tap “+” to add a new business contact. ‍
Tap on the business contact and click “more”. Click “secure text channel invite”. The system will send an invite SMS to the recipient with instructions to create a free account and accept invitation. Your client login-id is their physical mobile phone number. They can either download iPlum app to register or create an account online at iPlum portal. Both mobile app and portal access will work for them after they have created an account.
The secure channel is now active and ready for secure texting.

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App-less account for your clients.

By using above information, your clients can either create a free account online at iPlum portal or download iPlum mobile app from Apple app store or Google play.

Both mobile app and portal can be used for secure texting.

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How does your client accepts your invitation for secure text channel ?

When you initiate secure channel, iPlum system sends an invitation SMS on your behalf to your client. e.g.

Your_Name (+1xxxxxxxx) has invited you to join iPlum for secure texting. To accept, click https://my.iplum.com/xxxxxxxxxxxx

Note: Once your client clicks the link, they will see the below information on a web page to register.

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New client who never had an iPlum account before will see below:

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iPlum Secure Text Invitation

You are invited to set up a free account to communicate with your provider. You can register online at iPlum portal or by downloading iPlum mobile app.

iPlum Portal

Click link to start enrollment.
Enter your mobile phone number as login ID +1xxxxxxxx and complete registration.
After registration, click "Contacts & Groups" and look for "Secure Text Invitations" to accept invitation.
Go to "Texting" and start texting this contact. You can also download iPlum app and login as existing account.

Note: You do not need Texting Registration for free account.
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Mobile App

Download iPlum app on your mobile from Apple store or Google Play.
Click "New User". Enter your mobile phone number as login ID +1xxxxxxxxx and complete registration
After registration, look for blue colored business contact and tap to accept invitation.
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Business contact || More || Accept Secure Text Channel Invite
The secure business contact will have a shield icon for secure texting.

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An existing iPlum account user will see below:
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iPlum Secure Text Invitation

You are invited to set up a free account to communicate with your provider. You can register online at iPlum portal or by downloading iPlum mobile app.

iPlum Portal

Login to the portal with your iPlum login ID +1xxxxxxxxxx.
Click "Contacts & Groups" and look for "Secure Text Invitations" to accept invitation.
Go to "Texting" and start texting this contact. You can also download iPlum app and login as existing account.

Mobile App

Open iPlum app or login with ID +1xxxxxxxxxx.
Look for blue colored business contact and tap to accept invitation.
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Business contact || More ||Accept Secure Text Channel Invite
The secure business contact will have a shield icon for secure texting.

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How to do secure texting once setup is complete?

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iPlum Portal

Go to "Contacts & Groups".

Find your Secure contact & click it. You will see Shield icon on the right which will allow you to do secure texting with your client.

Note: If you click the messaging icon, it will go as regular SMS

Mobile App

Go to Contacts in your iPlum mobile app. Make sure the "Business" section at the top is selected.

Find the secure contact and tap it.

You will see the shield icon for secure texting.

How to delete a secure text channel?

Simply delete the “Business” contact created for that secure channel in your iPlum app or iPlum portal. Any existing conversation with that contact will not be deleted.

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How to restore secure text channels, texts, business contacts in the iPlum app?

In a situation where you need to delete the mobile app, you can restore your information:

Mobile app: Settings || Backup Options
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iPlum portal downloads your information when you login. There is no restore required.

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What are the prerequisites for secure texting, online portal contacts and online texting?

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A. You will need Professional or Premium plan. If you are on older iPlum plan, you will need Security and Backup enhanced add-on plan.

To upgrade an existing plan, go to https://my.iplum.com/

Dashboard|| Users|| Click iPlum Login ID of the Line || Plans.

Click “Number Plan” and “Manage”.

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B. Get Carrier TCR texting registration in your iPlum portal:

Go to https://my.iplum.com/ and login into iPlum account with your administrator credentials.

Menu (Left bar) || Carrier Text Registry

Instructions for TCR registration process: http://iplum.com/faq/text-messaging-registration/

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If you have any questions, please contact us.

How to send a document, file, photo, audio, video as SMS on iPhone or iPad?

Send existing files, documents, photos or videos already stored on your iOS Device

The files are containerized in each app. Let's say you want to send a file stored in a 3rd party app or documents folder in iOS app or in Camera app using SMS in iPlum app:

Select/tap the file and click "share" icon. Now select iPlum app from available options.
It will open the iPlum app text screen with the file attachment.
In the "To" box, fill the phone number or contact to which you want to send this file and click "Send" icon at the bottom of the screen.

Take new photo, audio, video in iPlum app and send using SMS

Note: You need to allow iPlum app to access your Camera for this to work. In iOS, go to Settings > iPlum app and grant access to Camera.

Open iPlum app text screen.
Open new message or existing conversation.
Click "clip" icon at the bottom left of screen. It will open a container with different options: Templates, Audio, Video, Gallery, Map.
Select your option and create your attachment.
In the "To" box, fill the phone number or contact to which you want to send this file and click "Send" icon at the bottom of the screen.

Get advanced texting features at iPlum

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iPlum provides a comprehensive solution for your messaging. These texting features are available in your iPlum web portal.
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Archive/Unarchive text

You have texts from an old client which you want to archive, or unclutter your view from some spam text, you can archive those text or conversations. Archive removes them from your view without risking your compliance for maintaining records. You can unarchive them anytime. In your iPlum portal texting page, simply click the 3-dot icon next to your conversation or single text to archive them.

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Auto text reply

You can automatically send text reply for missed incoming calls & texts when you are busy. How to configure?

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Broadcast text

You can broadcast text to a list of users. Each user receives text separately. Broadcast conversations are distinguished by word "BT" in the list. Broadcast messaging can be done for both regular & secure messaging.

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Group text

You can send & receive text with attachments to a group of users for 2-way communication. You can form a group with iPlum or external numbers for group messaging. Group messaging can be done for both regular & secure text.

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MMS, SMS to external numbers

You can send & receive text with audio, photo & videos attachments to external numbers.

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Pin a conversation

You have some high priority text conversations which you want to move at the top, you can do that by pinning them. In your iPlum portal texting page, simply click the 3-dot icon next to your conversation.

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Schedule text for future

You want to send appointment reminders to your clients in future, you can create a text & schedule it to execute in future. In your iPlum portal texting page, create the text, click the clock icon next to the send button and save it to send in future. How to use?

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Secure text

Send & receive secure text with audio, photo & videos for your compliance needs. How to use?

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Text signature

Automatically add a text signature for your outgoing text. Helpful to provide information to your clients without having to type it each time. How to configure?

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Text to email

Conveniently get your incoming text via email when you are way from your mobile or saving/forwarding them to a different location. How to configure?

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Text templates

Create multiple text templates and easily send them to the clients without typing entire message. How to configure?

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Unread a conversation

You have situations where you want to respond to a client later, you can mark it as unread by clicking the 3-dots icon next to the conversation on your texting page at iPlum portal.

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Porting a US or Canada number to iPlum while living abroad

International expats need to stay in touch with their US or Canada counterparts. With wide set of communication tools available, it is now easy to move to a new country being a digital nomad.
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I am an expat living abroad. I want to use my existing US/Canada number.

iPlum establishes a 2nd phone line on your mobile. It uses internet on your phone to make & receive call/text. Your ported number will become a separate 2nd line on your cell phone with distinct calling, texting, voicemail, ringtone and visual screen.

You can port your existing US/Canada number to iPlum. Once the number gets ported to iPlum, your carrier service will stop working on that line and your carrier will stop billing for it.

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When should I port my existing number to iPlum?

Generally, we suggest that you initiate the porting process at iPlum portal when you reach your destination country because you will lose your carrier cell service when the port gets completed. If there is no carrier service, the phone number can be used on the device using Wi-Fi only.

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Steps to port a number to iPlum

Follow these steps to port number to iPlum.

You will need a separate phone number to create an iPlum account different from the porting number. When you are situated at international country, you can get a local number (eSIM or physical SIM). You can use that number to create an iPlum account which will also become your login ID. The system will send verification code on that number to activate your account to port your US/Canada number.

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Important: Please do not create an iPlum account with same phone number as the number you are porting into iPlum. If you do not have a separate physical phone number, you can request iPlum to setup a special account for you using your email address by creating a ticket .

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What are the costs for porting number?

There are no extra charges for porting a number to iPlum. You would simply buy any regular iPlum phone plan when you are porting number at iPlum.

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I need to port more than one number for my family.

You would first port your main number to iPlum. Then, you would create sub-account/s within your iPlum portal to port additional numbers. Each porting line will have its own iPlum plan. You can have different types of plans on the lines within same master account.

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How does 2FA ( Two factor authentication) work after porting?

When you port your existing mobile number to iPlum it will continue to receive 2FA like before.
Note: When you get a brand new number at iPlum it may or may not work for 2FA because the new numbers are virtual numbers.

How to change voicemail settings: ringing time, voicemail to email alerts, transcriptions, size?

Voicemail Settings

Login iPlum portal https://my.iplum.com/.

Dashboard || Users || Click iPlum Login ID of the User || Settings || Voicemail. Click SETTINGS tab.

Voicemail: Use the toggle switch to enable or disable voicemail on your iPlum line.
Voicemail Transcription: Enable or Disable. Please update to Professional or Premium number plan to get voicemail transcription.
Ringing Time: Select either 15 or 20 seconds. If you want to send calls directly to voicemail without ringing, select "Do Not Disturb".
Voicemail To Email Alerts: Toggle ON if you want to receive alerts for voicemails.
Note: Check the box if you want to exclude calling number in email alerts for privacy and security compliance.
Note: Check the box if you have purchased Enhanced Voicemail plan but you want to exclude audio file and transcription in email alerts for privacy and security compliance.‍
Set Additional Emails For Voicemail Alerts: Enter additional emails to send voicemail alerts separated by semicolon.

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Helpful links:

How to create custom or professional voicemail greetings for iPlum?

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

How to setup your main iPlum number to ring multiple phones or users?

How to create text signature?

What is text signature feature?

iPlum provides you the feature to add a text signature for your outgoing text automatically. It is helpful in branding of your text to your clients. You can provide them your website and related helpful information without having to type it each time.

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Where to setup text signature?

iPlum app: Settings || Text options || Text Signature

OR

Online web portal: Login https://my.iplum.com/

Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit) || "TEXT SIGNATURES" panel.

Enable the toggle switch to select for incoming text and/or missed calls.

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Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

How to setup text to email?

What is text to email feature?

In addition to receiving texts in the mobile app, iPlum provides you the feature to receive your incoming texts via email. It is helpful when you are away from mobile or you need to forward incoming text to multiple iPlum users in your organizations.

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Where to setup text to email?

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit) || "TEXT TO EMAIL" panel.

Enable the toggle switch for "Receive email alerts for incoming text".

For privacy you can suppress texting number and/or text content.

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What are the prerequisites for this feature?

This feature requires that you have Professional or Premium plan. You can upgrade in "Plans" section of your iPlum portal.

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Can I send incoming text to other users in my organization?

Yes, you can add other iPlum users to receive incoming texts on your iPlum number by adding the users in this panel. Each user needs to have an iPlum number with enhanced backup plan.

Helpful links:

I. Route calls to multiple devices/users using Phone Tree and Extensions.

How to setup main iPlum number to route calls to multiple phones or users?

There are two (2) types of configurations available to route main iPlum number to multiple phones or users.

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Configurations:

Use this option when you want to play a welcome phone tree greeting for incoming calls to main number and route the calls to different user phones based on extensions like press 1, 2, 3. Each user can call out independently showing outgoing Caller-ID as main iPlum phone number.

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II. Route calls to multiple devices/users with Simple Call Forwarding.

You would forward the incoming calls to different phones using iPlum call forwarding feature. Each user can call out independently showing outgoing Caller-ID as main iPlum phone number. Use this option when you do not want a welcome phone tree greeting or extensions for incoming calls.

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‍‍

I: Route calls to multiple devices/users using phone tree and extensions.

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Summary:

Setup a master account with main iPlum number and add users with local iPlum number subscription for each user.
Users will install iPlum app on their devices and login with their distinct login IDs.
Using this approach when a caller dials your main iPlum number they will hear your welcome phone tree greeting.
They will be presented with option to dial extensions. One extension can ring one device or multiple devices.
All users can make & receive calls simultaneously.

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Detail setup: Phone tree click here

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II: Route calls to multiple devices/users with simple call forwarding.

Summary:

Setup a master account with main iPlum number and add users with local iPlum number subscription for each user.

Users will install iPlum app on their devices and login with their distinct login IDs.

All users can make & receive calls.

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Calls: You will setup call-forwarding on main number to other user's iPlum numbers to receive calls on all lines. You will change each user caller-id to main number to show the same number when any user calls out.

‍Texting: Each user will be able to text from their iPlum app showing their specific iPlum number. The mobile app will not allow texting from the main number on shared accounts. If you want the shared users to do texting using the main iPlum number, they can login on the web portal using main login ID. They can use multiple web sessions for same account on different computers or browsers for texting.

Voicemail: Each user will be able to receive their direct iPlum number voicemails. The mobile app will not provide voicemails of the main number on shared accounts. If you want the shared user to access voicemail for main iPlum number, they can login on the web portal using main login ID. Additionally, for the main iPlum number voicemail settings, you can add the shared user email addresses in "Additional emails" so that they get email alert when there is a voicemail left for main iPlum number.

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Detail setup:

Login https://my.iplum.com.
Click Dashboard || Users || New or Shared User (Phone/Fax).
Create a new login-id with a mobile phone number or an email address.
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The user will receive a link via phone text or an email to accept your invitation. They will be prompted to setup a new password. You will be notified via your administrator email when the user accepts your invitation.
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Buy Plan: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan . Follow the prompts to buy the plan on this sub-account. The system will allocate a new iPlum number.
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Update Caller-ID: To show the outgoing Caller-ID as primary iPlum number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing) || Edit || Select Primary iPlum number option and save it.
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Call Forwarding on Primary Line: Dashboard || Users || Click iPlum Login ID of the Primary Line || Settings || Call Forwarding (Edit) || Enable it || Enter main iPlum # and user's iPlum numbers created in above steps and save it. You can enable additional options to choose if you want the primary voicemail if none of numbers answer the call. You can choose to Display Incoming Caller ID to be "Actual Calling Number" or "iPlum Number".
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‍Setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use my voice network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use my voice network || Enter the external phone number and save.
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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How does business hours feature work?

Do Not Disturb Hours (Calls, Text)
Auto Text Reply Hours (Missed Calls, Text)

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1. Do Not Disturb (DND), Non-Business Hours

Setup hours when you want the calls to go directly to the voicemail without disturbing you. You can also silence texts and app notifications for those hours.

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Where to setup Do Not Disturb?

iPlum App: Settings || Do Not Disturb, Non-Business Hours
OR
Online iPlum Portal: Login https://my.iplum.com/.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb (Edit)

Enable the toggle switch to select for Calls and/or Text & Notifications.

Example: If you have business hours from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your Non-Business hours will look like:

Mon to Fri: From = 5 PM & To = 9 AM

Sat & Sun: All Day

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Do I need to keep my app open to manage Do Not Disturb?

Your app doesn't have to be open. The DND works automatically from the cloud.

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2. Auto Text Reply

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When to send Auto Text Reply?

Missed incoming calls.
Incoming texts when you are away.

Where to setup Auto Text Reply?

iPlum app: Settings || Text options || Text Auto Reply
OR
Online web portal: Login https://my.iplum.com/.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit)

Enable the toggle switch to select for missed and/or incoming text.

You can also setup non-business hours during which the system will automatically send auto text reply.

Example: If you have business hours are from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your non-business hours will look like below:

From: 5 PM & To: 9 AM

Sat & Sun: All Day

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Do I need to keep my app open to send auto text reply?

Your app doesn't have to be open. The reply text is sent automatically from the cloud.

Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

How iPlum mobile phone system with auto attendant works?

Change from iPlum regular number to a Toll-free number.

How to setup your main iPlum number to ring multiple phones or users?

How to change privacy settings for compliance?

What does privacy settings for compliance means?

If you work in an industry which has privacy requirements for your clients, you can hide caller's information during call ringing, text or voicemail notifications in your iPlum app.

Where to setup privacy settings for compliance?

Dashboard || Users || Click iPlum Login ID of the User || Settings || Privacy Settings for Compliance (Edit)

CALLS
Hide caller name
Hide name in call notifications. The call ringing screen on locked device will not show the caller name.

Hide caller number
Hide number in call notifications. The call ringing opening screen will not show the caller number. Instead it will show iPlum number.

TEXT
Hide sender name
Hide name in text notifications on the device

Hide sender number
Hide number in text notifications on the device.
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VOICEMAIL
Hide caller name
Hide name in voicemail notifications on the device

Hide caller number
Hide number in voicemail notifications on the device.

How to get help if account is locked due to 2FA?

If you have enabled two-factor authentication on your iPlum account but locked your account for any reason, you can open a ticket with our network security team.

There is a $20 charge to manually unlock it by our security team. By following this process you give iPlum the permission to manually remove two-factor authentication on your account.

Send your request to “support@iplum.com”.

In the subject of email enter “Unlock iPlum Account for iPlum # XXXXX (iPlum_number)”.
In the body of email paste the transaction-ID or receipt # or attach your PayPal payment receipt.
In the body of email also enter the payment method used by you for your iPlum subscription in order to verify the ownership of your account. It can be the last 4 digits of card or PayPal email or your iPlum subscription renewal date.
You will get a confirmation email after our security team has manually unlocked your account.

Make payment:

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How to get Business Associate Agreement (BAA) for HIPAA compliance?

Make sure you have Professional or Premium plan which includes HIPAA compliance with BAA.

‍

Go to https://my.iplum.com/

Dashboard|| Users|| Click iPlum Login ID of the Line || Compliance || HIPAA Compliance.

Here you can download your Business Associate Agreement (BAA).

Note: If you do not have right plans for compliance, the system will prompt you to update them.

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If you have any questions, please contact us.

How does iPlum call transfer work?

How to use iPlum call transfer?

Make sure your iPlum account has the phone tree setup on main line. Only the calls received via Phone tree to an extension can be transferred using below steps.

After you receive a call on any extension, you can transfer that call to another iPlum number or external number.
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While you are in the iPlum call using mobile app, press the keyboard icon in the iPlum app call screen.

Then press *7 (star 7) and enter the 10 digit phone number followed by #.

After the call is connected, press:

0 to conference.

1 to exit yourself.

2 to end call transfer.

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Note: There is no "1" before US number.

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Example

B receives incoming call from A. B wants to transfer that call to C.
(C – Phone Number: 202-123-1234).

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After A gets connected to B, B will enter *7 in their keypad followed by 2021231234#.

*72021231234 #

Then press one of these options: 0, 1, 2

0 to conference.

1 to exit yourself.

2 to end call transfer.

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A will hear Music-on-Hold.

B can talk to C for one-one conversation, then press 0 to conference C into the call with A.

Or press 1 to take itself (B) out of the bridge and let A and C have the conversation.

Or press 2 to end the call with C (keep conversation between A and B).

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Helpful links:

How iPlum mobile phone system with extensions works?

Hold a call with music?

Change from iPlum regular number to a Toll-free number.

1. How to stop iPlum calls going to personal voicemail

How to stop any incoming calls are going to my personal voicemail?

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2. I have enabled Voice Network mode for incoming calls but my calls are still going to personal voicemail?

3. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

4. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

5. I want to change to internet mode?

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1. How to stop iPlum calls going to personal voicemail?

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We highly recommend you enable "Press any key to accept call" feature for your Voice Network call mode for Incoming calls.

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iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle on switch for "Press any key to accept call ". Save it.

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‍Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network. Enter your “physical”mobile phone number, Check box "Press any key to accept call (Recommended)" Save it.

You will first see a notification alert on your mobile informing you about the incoming iPlum call followed by an actual ringing tone with a distinct iPlum screen. It is designed to give you a clear indication that it is a business call vs. personal call. Accept the call and then "press any key" to connect with the caller.

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Please ensure that you have below correct device settings for iPlum App.

iPhone or Android || Settings || iPlum App ||Notifications: Enable

iPhone or Android || Settings || iPlum App || Contacts: Enable

iPhone or Android || Settings || iPlum App ||Microphone: Enable

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2. I have enabled Voice Network mode for incoming calls but my calls are still going to personal voicemail?

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If you have enabled voice network mode for incoming calls with option"Press any key to accept calls", all callers will be sent to your Plum voicemail when you do not answer those calls.

If you are finding any voicemails on your personal phone, it is simply the announcement recording which says, "Press any key to connect call".You can ignore those voicemails as those are system generated voicemails because the physical phone forwards the unanswered call announcement to your personal voicemail.

If you do not have a voicemail in your iPlum, it means the caller called you but didn’t leave you a voicemail. You can see those short calls in your iPlum app Recent section.

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3. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle off switch for "Press any key to accept call ". Save it.

Go to your iPlum web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlumLogin ID of the User || Settings || Call Mode: Incoming Calls (Edit)|| Select Voice Network Mode.

Un-Check box"Press any key to accept call (Recommended)". Save it.

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4. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

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1. If you have setup Voice network mode for incoming calls and you want to decline the call, do not click the red decline button. Let it ring and it will go to your iPlum voicemail. If you want to stop ringing,gently push the side power button on your device. The ringing will stop immediately and after few seconds, iPlum will route the unanswered call to youriPlum voicemail.

Note:If you tap decline button on the ringing screen, your device will force the call to its native voicemail which is inherent hardware limitation.

2. Do-Not-Disturb or Airplane mode call handling: If you have setup Do-Not-Disturb or Airplane mode on your physical device, remember to set Do-Not-Disturb in your iPlum settings as well. This will alert iPlum system to route your calls directly to iPlum voicemail before sending it to your phone so that your phone carrier doesn’t force the call to your native voicemail. You can setup Do not Disturb in iPlum app: iPlum App Settings || Do Not Disturb || Set Options.

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5. I want to change to internet mode?

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iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Internet.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Internet (Wi-Fi or carrier data). Save it

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Helpful links:

How to setup Incoming iPlum calls to flow via Voice Network?

How to setup Outgoing iPlum calls to flow via Voice Network?

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

How to setup Incoming iPlum calls to flow via Voice Network?

How to setup outgoing iPlum calls to flow via voice network instead of data network?

How does this feature work?

iPlum provides you a unique feature to use voice network to make outgoing calls without relying on internet data on your mobile device. This gives you high reliability of calls and still transmits your iPlum Caller-ID. You can enable or disable this feature any time.

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Enable voice network mode for outgoing calls?

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Outgoing Calls || Use My Voice Network. Enter your mobile phone number and save.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network. Enter your mobile phone number and save.

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Why does it show an intermediate iPlum number when using voice network mode?

When you dial out using iPlum app, it will first show an intermediate iPlum number which will automatically connect your actual dialed number using iPlum technology. This makes sure that your call goes over voice network & not internet. Rest assure that your called number will only see your iPlum number as caller-id.

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How to disable voice network mode & instead use wi-fi or carrier data for outgoing calls?

If you are travelling internationally or permanently located outside US/Canada, you can disable voice network mode.

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Outgoing Calls|| Use My Internet.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Internet

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Troubleshooting

I have enabled voice network mode but it still won’t work?

Make sure you have not enabled “restricted” option for your carrier mobile phone number caller-id or setup your carrier phone number caller-id to “anonymous”.
Make sure you are using the same carrier phone number where the app is installed in iPlum outbound carrier settings. If you put a different phone number it will not work.
Please enable “contacts” permission for iPlum app on your iPhone or Android device settings for correct caller-id management of iPlum calls.

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Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

1. How does this feature work?

How to setup incoming iPlum calls to flow via voice network instead of data?

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2. How to enable voice network mode for incoming calls?

3. How to ensure the unanswered calls go to iPlum voicemail & not personal voicemail in this mode?

4. I am not seeing the caller’s phone number during incoming calls OR I am seeing my own name for inbound calls instead of calling party?

5. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

6. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

7. Disable voice network mode & instead use internet for incoming calls?

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1. How does this feature work?

iPlum provides you a unique feature to use voice network to receive incoming calls without relying on internet data on your mobile device. This gives you high reliability of incoming calls. You can enable or disable this feature any time.

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2. How to enable voice network mode for incoming calls?

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Voice Network.
Enter your physical mobile phone number where iPlum app is installed.
Click “Save & Set Distinct Ringtone” || Ringtone: Change from default to a new Ringtone || Done.

Online web portal:
Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network.
Enter your physical mobile phone number where iPlum app is installed, Check box "Press any key to accept call (Recommended) and save it

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3. How to ensure the unanswered calls go to iPlum voicemail & not personal voicemail in this mode?

Please read this section: How to stop iPlum calls going to my personal voicemail

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4. I am not seeing the caller’s phone number during incoming calls OR I am seeing my own name for inbound calls instead of calling party?

Please enable “contacts” permission for iPlum app on your iPhone or Android device settings. It is required for correct caller-id management.
Check your device phone book. Make sure there is no contact created with your name & your iPlum number together.
Note: If you are using IVR, there is option in Advanced Settings to choose between “Actual calling number” and “Main account iPlum number”. Please update that selection to “Actual calling number”.

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5. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle off switch for "Press any key to accept call ". Save it.

Go to your iPlum web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlumLogin ID of the User || Settings || Call Mode: Incoming Calls (Edit)|| Select Voice Network Mode.

Un-Check box"Press any key to accept call (Recommended)". Save it.

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6. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

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Note:If you tap decline button on the ringing screen, your device will force the call to its native voicemail which is inherent hardware limitation.

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7. Disable voice network mode & instead use internet for incoming calls?

If for some reason you need to disable voice network mode for incoming calls:

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Internet.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Internet

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Helpful links:

How to setup Outgoing iPlum calls to flow via Voice Network?

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

1. How does "Press any key to accept call" works for incoming calls.

How does press any key works for incoming calls?

2. I want to disable this feature.

3. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

4. I want to change to internet mode for incoming calls.

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How does "Press any key to accept call" works for incoming calls

"Press any key to accept call" feature protects you from any business calls going to your personal voicemail. When you receive an incoming call, accept the call and then "press any number key" to connect with the caller. This feature is designed to ensure that any unanswered iPlum calls will go only to your iPlum voicemail and never to personal voicemail irrespective of whether you have set up Do-not-disturb on your personal line or decline an incoming call.

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Note: If you find any voicemails on your personal phone, it is simply the announcement recording which says, "Press any key to connect call". You can ignore those voicemails as those are system generated voicemails because the physical phone forwards the unanswered call announcement to your personal voicemail.

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I want to disable this feature.

Go to iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle off switch for "Press any key to accept call ". Save it.

Go to your iPlum web portal: Login https://my.iplum.com/
Dashboard || Users|| Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls(Edit) || Select Voice Network Mode.

Un-Check "Press any key to accept call (Recommended)". Save it.

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I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

Note:If you tap decline button on the ringing screen, your device will force the call to its native voicemail which is inherent hardware limitation.

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I want to change to internet mode for incoming calls.

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Internet.

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Helpful links:

How to setup Outgoing iPlum calls to flow via Voice Network?

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

How to setup your main iPlum number to ring multiple phones or users?

How does auto-text reply for texts & missed calls work?

When to send auto text reply?
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Missed incoming calls.
Incoming texts when you are away.

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Where to setup auto text reply?

iPlum app: Settings || Text options || Text Auto Reply

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit) || "AUTO REPLY" panel.

Enable the toggle switch to select for incoming text and/or missed calls.

Setup hours during which the system will automatically send auto text reply:

Example: If you have business hours from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your non-business hours will be:

Mon to Fri: From = 5 PM & To = 9 AM

Sat & Sun: All Day

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Do I need to keep my app open to send auto text reply?

No, your app doesn't have to be open. The reply text is sent automatically from the iPlum network cloud.

Helpful links:

All web texting features.

How do you schedule a text?

Schedule your texts in iPlum portal
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Send client appointment reminders.
Schedule date/time sensitive text.

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Scheduling features

You can schedule any number text for a single contact or multiple contacts to be sent in future.

Scheduling works for all types of text, multimedia.

It works for groups, broadcast or secure texting.

You can use text templates for scheduling text.

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How to setup text scheduling

Dashboard || Texting.

Click "New Text" icon, enter your text and the contact. Or schedule text in an existing conversation.

Click "Clock" icon near the send button. Here you can setup time to send this text in future (15 minutes or more in future).

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How to delete a scheduled text?

Dashboard || Texting.

You will see the tabbed bar in the middle, the last tab is "Scheduled".

Once you select it, you will see conversations which have scheduled text in the middle section. Go to the conversation which has the scheduled text you want to delete.

On your right panel for that conversation, you will see scheduled text below the purple line. Click small arrow on the line to expand it to see your scheduled text/s below it.

Hover over a text that needs to be deleted.

Click the three dots || Delete || Confirm.

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Helpful links:

Secure texting.

How to change voicemail settings?

How to setup advanced password policy?

Advanced password policy:

The account administrator can setup advanced password policy applicable to all users.

Login to your iPlum online account https://my.iplum.com.
Click: Password Policy on the side menu.

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POLICY SETTINGS

Requires Login Password (Mandatory)
Enable Two-Factor Authentication (2FA)
A text/email will be sent with a code to user's login-ID.
Enforce Password Complexity
Minimum 8 characters with mandatory uppercase letter, lowercase letter, number and a symbol.
Set Password Expiration
Users will be required to change password every 90 days.
App Passcode
Warning: Users will be required to setup an app passcode and will be prompted every time app is accessed.

Error: Google Play store app not updated on this device?

Please follow these steps on your Android device if you are getting above error.

Update device OS if available.
Update Google Play Store App. Refer https://support.google.com/googleplay/answer/113412?hl=env
After you update Google Play Store App as per above link:

Go to Settings -> Apps --> Select Google Play Store App.
"Clear Data Storage" of the Google Play Store App.
Then "Force Stop" Google Play Store App.
Now open Google Play Store App.
Kill iPlum app if it is already in recent apps.
Open iPlum app and try again.

How to delete a voicemail?

iPlum App

Open iPlum app and go to Voicemail screen.

Delete single voicemail: Swipe left and delete (iOS & Android).

Delete multiple voicemails: Click "Edit" and delete all (iOS). Long press any voicemail to show the multiple delete option (Android).

iPlum Portal

Login iPlum portal https://my.iplum.com/.

Click Voicemail icon and select the user.

Click delete icon to delete voicemails.

Helpful links:

How to create custom or professional voicemail greetings for iPlum?

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

How to change iPlum Caller-ID?

What is the Caller-ID for my outbound iPlum calls?

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When you first sign up, the caller-ID is your iPlum name. You can change it any time by changing your name in iPlum portal or iPlum app.

Login to secure online portal https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Profile & Permissions
You will see different options you can edit.

Login ID: Click on the pencil icon next to it and update the login-id to a different mobile number or email. The system will send a verification code to the new login-id which when verified becomes new login id of the account.

Email: Click on the pencil icon next to it and update to new email. The change is instant.

Name: Click on the pencil icon next to it and update to new name. It can take up to 48 hours to propagate new Caller-ID name. Name is propagated only for local numbers.

Note: For Toll-free numbers it will show name as "Toll-free".

Caller ID (Outgoing): Click on the pencil icon next to it and choose between user's number, primary iPlum number or other iPlum numbers on the account.

How can I make a user account to show the primary iPlum number as its Caller-ID?

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You have a choice to set caller-id based on phone numbers in your iPlum account. By default caller-id is the iPlum name and number for that user account.
If you wish, you can change the user's caller-id to another iPlum number within same team account.

Login to secure online portal https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the user || Settings || Profile & Permissions

Caller ID (Outgoing): Click on the pencil icon next to it and choose between user's number, primary iPlum number or other iPlum numbers on the account.

Helpful links:

How to change my Password or I have Forgotten my Password?

How to change from a local iPlum number to a toll-free number or toll-free to local?

Toll free and local number plans are separate products with different plan types. You will cancel the existing plan & get the new plan.

Note: You will first cancel the existing subscription & then buy the new subscription. The new subscription time will start from the day you start a new subscription. Sorry these are non-refundable digital plans, there are no prorated refunds for the cancelled plans.

Login Online https://my.iplum.com
Cancel your existing iPlum subscription online.
Click: Dashboard || Users|| Click iPlum Login ID of the User || More || Cancel Line. Select immediate cancellation.

Note: If the subscription was purchased at Apple App Store or Google Play, please cancel it there separately after doing above step.
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Click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Number to setup a new subscription type.

Helpful links:

How to create custom or professional voicemail greetings for iPlum?

How to add international contact for easy calling in iPlum?

You can always select the desired country in iPlum Keypad & enter the number without country code. That FAQ is here.

But if you dial a number frequently and don' want to choose the country icon each time, this is how you do:
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iPlum conveniently shows your device phone book contacts in iPlum app. You can create a new contact or edit an existing contact in your device Phone book and it will show up in iPlum contacts.
Enter the number with plus sign, country code and number. Example for Australia (country code 61) enter +61xxxxxxxxx). Save it.
Simply select that contact from Contacts in iPlum app & click phone icon. It will show you the keypad with number & country pre-filled.

How to setup call forwarding from external number to iPlum number while travelling?

You can forward your mobile or landline voice calls to iPlum number by following instructions on your vendor website.

Below are examples of some U.S landline and mobile carriers. These instructions would vary for other carriers:

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AT&T Mobile
To turn ON Call Forwarding:
On your phone dialer enter **21*, then the 10-digit iPlum number you wish to forward your calls, followed by #. Push the Call icon. Your wireless device displays a confirmation message when Call Forwarding activates. Example: **21*408 123 1234# (no spaces)
To turn OFF Call Forwarding:
On your phone dialer enter #21# & Press the Call key. Your wireless device displays a confirmation message when call forwarding deactivates

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AT&T Landline
To turn ON Call Forwarding:
Dial *72# and listen for dial tone.
Enter the number where you wish to forward calls.: 1 + Your iPlum Number (Example 12011231234)
Wait for the confirmation tone. After the confirmation tone, the system will automatically place a call to the number to which calls will be forwarded.
If the forward-to party answers the call, the feature is activated.
To turn OFF CF: *73#‍

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Verizon Mobile
To turn ON Call Forwarding:
On your phone dialer enter *72, then the 10-digit iPlum number you wish to forward your calls. Push the Call icon. You should hear a confirmation tone or message when Call Forwarding activates. Example: *72 408 123 1234 (no spaces)
To turn OFF Call Forwarding:
On your phone dialer enter *73 & Press the Call key. You should hear a confirmation tone or message when call forwarding deactivates‍

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T-mobile, Sprint or other mobile & landline carriers have similar instructions. Please check with your provider for setting call forwarding.

How does enhanced voicemail work with bigger storage and voicemail transcription?

The Professional or Premium plan includes voicemail transcription.

The transcription along with audio file is delivered to the user's email and it also available in both iPlum app and iPlum portal.

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How to update your plan?

Dashboard|| Users || Click iPlum Login ID of the User || Plans || Number Plan || Manage

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Helpful links:

How to change voicemail settings: ringing time, ringtones, email alerts, transcriptions?

How to send a file or document using iPlum?

Email the file or document to yourself and open the email document attachment on your iPhone. Click Share button at the bottom, it will bring various apps to send doc. Select iPlum app. It will automatically open iPlum and put that document there. Then you can fill the “To” box with the phone number you wish to send out & click Send.

Why do I see iPlum audio in my iPhone recents?

iPlum app is built with latest iOS features. The new features allow you to receive iPlum call in locked screen like a normal iPhone call even if the iPlum app is active or killed in the background. The new feature automatically wakes it up and connects the calls.

That also puts each call in the iPhone Recents as "iPlum Audio". These Recents are not shown in Carrier billing. This is something inherent to the iOS and can't be switched off.

I have forgotten my login-id or password?

What is my iPlum login ID?

For single line accounts the iPlum login ID is the physical mobile phone number which you used to setup your iPlum account.

Please do not include any space, dash or bracket when you enter your login ID.

‍Note: There are exceptions in case you changed that login ID to an email address after signup in your "Profile & permissions" at your iPlum portal or you are part of multiline account where your administrator has assigned you an email as login ID. In that case you can try your email address as login ID.

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I have forgotten my password.

Simply enter your iPlum-ID & click Forgot Password link in your iPlum app or online at https://my.iplum.com. You will receive a text/email with a link to reset your password.

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I know my current password but I want to change it.

Login to iPlum online portal https://my.iplum.com. Click on your User icon on the top right of your screen. You'll see a drop down for changing your password .

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Helpful links:

How to change my Password or I have Forgotten my Password?

How to change my Password or I have Forgotten my Password?

Can I activate social media like Whatsapp or receive bank codes?

iPlum is a business app.

It is your dedicated mobile virtual number attached to the iPlum app for calling and texting.

All iPlum numbers are always enabled for SMS, MMS and Short codes.

If you are not receiving verify code from a particular company, please check with them. They may need physical mobile number due to enhanced security required by them.

How to change iPlum Login, Name, Email or Caller-ID?

Login to secure online portal https://my.iplum.com.
Go to Dashboard || Users || Click iPlum Login ID of the User || Settings || Profile & Permissions.
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a) iPlum Login-id : Click on the pencil icon next to login-id. Select the radio button depending on the new login to be an email or mobile phone number. The system will send you a verification code which you will confirm here to complete the change. Make sure the new login-id should not be already used at iPlum for another account.

Note: To swap two iPlum logins between two accounts, you will first change the first login-id to an email address, freeing up the first login-id phone number and then change the 2nd login-id to first login ID.

b) Email : Click on the pencil icon next to email and update new email.

c) Name : Click on the pencil icon next to name and update new name.

d) Caller-id (Outgoing): Click on the pencil icon next to caller-id. Choose between user's iPlum number or other iPlum numbers on the account.

Note: Most carriers would show both the caller name and phone number in the caller-id but some receiving carriers may show only the caller number with city & state based on their internal policies.

Helpful links:

How to change or update password?

If you don't remember your existing password:
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At login screen simply click “Forgot Password”. The system will send you a text to your login-id phone number and an email with reset password link. The reset password link normally has couple hours validity for security purposes.

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If you know your existing password:
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Login https://my.iplum.com .Click the Small icon at top right corner, it will have an option to “Change Password”.

Helpful links:

http://iplum.com/blog/faq/app-permissions/

I get frequent logout or signout from the app

The app logs out due to either of two reasons:

1. If you login to another device using same Login ID, it will logout from first device. This is to make sure the calls & messages are routed to your current device.

2. If there are too many apps open on the device & the device doesn't have enough memory, the device operating system automatically shuts down the app.

How can I message to short codes using iPlum?

A short code, or short number, is a 5 or 6 digit number that can send and receive SMS. Short codes are used for alerts, promotions and some validations.

iPlum allows texting to short codes. When you want to initiate a message to short code remember to add "+" sign before the short code number in the To section.

Note: The app automatically shows "+CountryCode" in the "To" section when you want to send new message. You will delete the country code but keep the "+" sign and then enter your short-code.

e.g. If you are a US user and want to send message to short-code 827438, you will find that the app will show "+1" in the "To" section. You will backspace & delete "1" and then type your short-code 827438.

Why I can't connect or make calls using Wi-Fi or Carrier data?

If you are not able to make calls using Wi-Fi or Carrier data, it is usually due to one of below reasons:

The internet connectivity transition has not occurred on the device. Close and restart the iPlum app.
In certain cases the port block or firewall set by your carrier or wi-fi provider may lead to connectivity issues. Close the app and try to change the source of internet or use a VPN app on your device. There are many VPN apps which you can find in Apple App Store or Google play.

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Important: If you are a US or Canada user, you can also use Voice Network Mode for your iPlum calls:

Permissions, Settings for iPlum app?

iOS Permissions

Android Permissions

iPlum Call mode

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iOS settings, permissions for iPlum app

Enable Permissions: iPhone/iPad Settings || iPlum app || Enable the Permissions for:

Notifications (All)
Microphone
Contacts.

Note: iPlum is a business app and keeps your privacy at all times. Permissions are required for calling, texting, voicemail and correct caller-id management.
If your calls are going to iPlum voicemail, check iPlum App Settings || "Do Not Disturb" options for calls or messages are not mistakenly enabled by you.
Check Memory. Make sure there is enough cached memory available on the device. If there are too many apps open, please close them.
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Android settings, permissions for iPlum app

Every Android manufacturer has slightly different settings. Please check your device model for corresponding settings.

Doze mode white-list iPlum app: Android Settings || Battery || Top right choose "Battery Optimization". Toggle from "Not Optimized" to "All Apps". Scroll to iPlum and then choose "Don’t Optimize" and click "Done".
Enable Notifications: Android Settings || Apps (OR Apps & Notifications OR Application Manager) || Apps Info (OR See all Apps) || Scroll to iPlum app || Notifications. || Show Notifications. Make sure all Notification types of all channels are enabled here.
Enable Permissions : Android Settings || Apps (OR Apps & Notifications OR Application Manager) || Apps Info (OR See all Apps) || Scroll to iPlum app || Permissions. Enable Permissions for Contacts and Microphone.

Note:iPlum is a business app and keeps your privacy at all times. Permissions are required for calling, texting, voicemail and correct caller-id management.
Ringtones:Android Settings || Sounds || Make sure the Ringtones & Notifications are not in silent mode. Make sure Do-Not-Disturb is not enabled.
Sounds & Vibrations:Android Settings || Sounds & Vibrations || Sound Mode (Make sure it is set to Sound)
Wi-Fi Settings: Connections || Wi-Fi || Advanced. Enable “Smart network switch”. It allows phone to automatically switch between Wi-Fi and the mobile network.
Background data : Android Settings || Data usage || More || Restrict background data (Enable).
Memory: Make sure there is free cached memory available on the device. If there are too many apps open, please close them.
Make sure the iPlum app is in running mode & not "Force Stopped". Force Stopped condition will not receive any notifications to the iPlum app.
iPlum App Settings: Check “Do Not Disturb” options for calls or messages are not mistakenly enabled.

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Call mode for iPlum app

US & Canada users can change from Internet mode to Voice network mode in iPlum app for carrier call quality.

I am not receiving alerts for calls and messages when my app is closed?

Please check this FAQ:

What should I do if my app is not responding?

If your app freezes, simply close and restart the iPlum app. If you are already logged in you would see the contacts screen in the app, otherwise login as required.

Why can’t I record audio for my iPlum message?

You can do this when you allow iPlum app to access your Microphone. In iOS, simply go to Settings > iPlum app and grant access to Microphone and Audio settings. In any case you’ll need to do this for making phone calls. In Android, go to Settings > Device > Apps and find the iPlum app, and make the changes in the Permissions section.

Why can’t I attach photos to my iPlum message?

You need to allow iPlum app to access your Camera for this to work. In iOS, go to Settings > iPlum app and grant access to Camera.In Android, go to Settings > Device > Apps and find the iPlum app, and make the changes in the Permissions section.

How to lock or unlock an iPlum phone number?

There are situations when you may need to lock an iPlum account due to employee changes.

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Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || Actions || Lock User.
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Helpful links:

How to block any number from calling or texting my iPlum number?

How to change a sub-account to be primary account?

There are situations when you may need to change one of your sub-accounts to be the primary login-id administrator of the account.

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Important: If you have setup a phone tree and change the primary account, it will reset all phone tree settings. You will setup the new phone tree on the iPlum number which becomes your new primary account.

Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || More || Set as Primary Line.
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Helpful links:

How to release an active iPlum sub-account to be an independent iPlum account?

There are situations when an employee leaves the organization and you want to release the iPlum number to them.

Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || More || Split to Independent Account.
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Helpful links:

How to reassign a line to a different user?

There are situations when you need to reassign a line to a different user or simply change login ID.

Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || More || Reassign Line. You can change the login-id to a different mobile phone number or email address. The system will send a verification code to the new login-id for confirmation. The previous user will be logged out. Here you can also change the name & email address.
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Helpful links:

How to create custom or professional voicemail greetings for iPlum?

Where is my iPlum phone number in the app?

If you have purchased an iPlum U.S Phone number, it will show up at the top in iPlum app under Contacts.

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It is also located in iPlum Settings >> My Account

I am not able to make calls. The spinner in my app keep circling?

Spinner at top right corner in the iPlum app shows that internet connection is not available.

1. This may happen sometimes where the connectivity transition has not occurred on the device. Simply close and restart the iPlum. You may find that you are already logged in to the app and can continue. Otherwise, login as required.

2. The other reason for connectivity issue could be block set by your company, local carrier or ISP. We have heard of blocked sites from our users in many countries including Azerbaijan, China, Portugal, Spain, Thailand, Vietnam and others. Fortunately there are various VPN apps available in Apple App Store & Google Play which can help you get connected through the block. If you need any specific help send us an email.

When I change my phone, does my iPlum phone number change?

No, your phone number is linked to your account, so it will not change by changing the device. You can install iPlum app on your new device and continue to use the same account simply via login to the app on the new device.
You can switch between Android and iOS devices and still continue to use the same account and iPlum phone number.

How does iPlum backup & restore work?

What is the backup/archive retention policy?

All Professional plans have text archive enabled by default. Text are available in your iPlum portal for 1 year on rolling basis.

All Premium plans have text and call recording archive enabled by default. Text and recording are available in your iPlum portal for 1 year on rolling basis.

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Note: If you are on older iPlum add-on plan (pre 5/25/24), the archive is limited to 6 months on rolling basis with security and backup plan. Please upgrade your plan to latest plans.

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Important: For all plans, the archive “starts from the date” you enrolled in the plan. It will not restore previous texts or contacts or fax if that option or plan was not enabled.

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If you have older (pre 5/26/24 plans) we encourage you to update to newer plans which have higher backup/archive time period and no add-ons.

Login to iPlum portal https://my.iplum.com
Dashboard || Users || Click iPlum Login ID of the User || Plans || Number Plan
Select Professional or Premium plan.

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How do I restore my texts in iPlum app?

If you happen to delete your app or get logged out, you can retrieve last sixty days (60) text messages in iPlum app using Restore feature in iPlum Settings. Business contacts are backed up in iPlum app.

Note: You can restore texts older than 60 days in your iPlum portal.

iPlum App Settings || Text Options || Text Restore

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How do I restore my business contacts in iPlum app?

iPlum App Settings || Contact Options || Business Contacts Restore

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How to get usage logs online with text content ?

Click Usage Reports on the left menu. Select the “User” and “Month” to get the log of all usage for that line.

There is a text icon to the right of each text log which has the content of texts.

You can download all logs as csv file. It will download the text content which you can save.

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Pre 5/25/24 backup add-on plans (Ignore if you have latest plans):

Security and backup add-on plan required for any of these options: web texting, portal contacts, secure text channels, business contacts, text to email, fax archive, HIPAA healthcare compliance, legal, finance, sales, support compliance etc.

With default privacy settings your data (texts, business contacts or fax) are not stored at iPlum. You can only start archiving them by using the security and backup plan. The backup will “start from the date” you enroll in the plan. It will not restore previous texts or contacts or fax because they are not archived.

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There are three (3) types of backup add-on plans:

Security & backup enhanced for phone line call/text ($5.99/mo paid annually or $6.99/mo paid monthly).
Includes: Security and backup for business contacts, text for phone line; unlimited secure text channels; text to email. It is mandatory for HIPAA compliance on a phone line. Text are archived for last six (6) months on rolling basis. You can download texts online in password protected iPlum portal.

Security & backup for fax ($3.17/mo paid annually or $3.99/mo paid monthly).
Includes: Security and backup for fax line. It is mandatory for HIPAA compliance on a fax line.
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Mobile communication compliance plan for financial & legal sectors ($9.99/mo paid monthly).
Includes: Security and backup for business calls, contacts, text; unlimited secure text channels; text to email, call recording. It works for financial, legal, sales and support compliance on a mobile line.

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Please contact us in case of any question.

Why my iPlum number is not showing up as caller-id when I dial-out in some countries?

If you have bought an iPlum phone number, we are passing your iPlum number in the Caller ID section of the call as per global E.164 standards.

When you call any North America number or in most parts of the world, your iPlum number would show up as Caller-ID. But in some countries certain local carriers may change that number in the packet header & insert a local numbers due to local regulations when they terminate the call at the end-user side.

How to get iPlum app update from App Store instead of iCloud backup?

Due to inherent security features in the iPlum app, it is best to switch off the iCloud backup of iPlum app. Always download a fresh copy of the app from the app store when you change your device or do a factory reset on an existing device.

Please follow these simple steps to switch of iCloud backup of iPlum app and get the latest from the app store:

iPhone >> Settings >> (Apple ID, iCloud,iTunes) >> iCloud >> iCloud Drive. Toggle to disable for iPlum app.
Delete iPlum app from the device (Warning: It will delete the text messages from the app but you can still see the call and text logs in the settings when you reinstall the iPlum app).
Reboot the device.
Install fresh iPlum app from the App store. It will show as if coming from iCloud but it is new install because you had disabled iCloud backup for it.
Login using your existing iPlum credentials. It will restore your iPlum usage credits and number plan.
During installation when prompted for notifications, contacts, sounds to iPlum app, select “Enable”.

How to setup iPlum APIs for getting automatic usage logs?

iPlum REST API

iPlum provides REST APIs for automatically downloading call and message logs to an external server. Developers can use iPlum APIs to download the usage activity and associate them to their users to get visibility and compliance at an organization.

Every account gets free 30 days trial period to setup the account and start using the API. After that it is $2 per user per month. There is no limitation or metering on the number of records pulled. You can start or stop the service any time. There is no contract.

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Setup iPlum API:

Login into iPlum console and select “iPlum API” on the left menu bar.
In the center of the page, Enable API Access Status using the button. The system will ask permission to proceed. Click “Yes”.
Important: You will be presented your Secret Key only once. Download your API Access Key & Secret Key and store at a secure location. If you lose the secret key, you must generate a new key and reset the process.
You will use the key pair to pull iPlum usage logs. Click “Close”.
Callbacks: iPlum can put usage logs directly to your server without having to pull them via API calls. You still need to setup the above process in order to enable the capabilities:

             a. Click “Edit” icon.
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             b. Enable “Usage Callback” by toggle button.
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             c. Check the type of Callbacks you want to enable.
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             d. Callback URL: Please enter your Callback URL. If you enable authentication, add a username and password which you want our servers to use when placing Callback data on your servers.
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             e. Save Settings.
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             f. You will start receiving usage logs real-time.

If you have any questions, you can always Contact us

How to change ringtones?

iPlum App

Go to "iPlum App || Settings|| Ringtones || Ringtones."

Helpful links:

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

How to create web link for iPlum portal on iPhone or iPad?

Create weblink on iOS device to use iPlum texting

Besides iPlum app, you can create a web link for iPlum portal on your iOS device homepage (iPhone & iPad) for texting:

Open Safari browser on your iOS device and go to https://my.iplum.com
Scroll up or down in your browser where you can see the export icon.
Tap on it & scroll its menu until you see “Add to Home Screen”. This will add an iPlum web link to your home screen
Use the home screen iPlum web link to login web portal on this device.
Enable notifications when prompted

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Text Error – Text registration missing

What does this error mean?

Effective May 30, 2023 text registration is mandated by all US mobile carriers. This phone number is missing that registration which is the reason it is not allowing the outgoing text.

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To use outgoing texting and understand TCR registration, please click this link

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Steps to enroll:

Menu (Left bar) || Carrier Text Registry

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Helpful links:

Text Error - Old iPlum number inactive

What does this error mean?

The iPlum number from which you are trying to send text is inactive. If you have multiple iPlum numbers, please switch to an active iPlum number to send text.

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Helpful links:

Text Error - Recipient opt out

What does this error mean?

The recipient phone number has chosen to opt out of receiving text from you. If this was done in error by the recipient side, they can send text to your iPlum number by typing START to enable texting from you.

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Helpful links:

Please read about deprecated plan and how to fix it?

Text Error – Plan deprecated. Upgrade number plan

What does this error mean?

You have an old deprecated plan on this iPlum phone number. To use bidirectional texting, please update to latest number plan. Check latest plans here.

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How to update plan?

Go to Dashboard || Users || Click iPlum Login ID of the Line || Plans || Number Plan || Manage.

Note: If your plan was purchased using iPlum web portal or Google Play, you can only use above steps to update number plan. If you have purchased your current number plan at Apple iTunes, you can either update it there or use above steps in iPlum portal.

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Text Error - Group messaging not supported

What does this error mean?

The group messaging is not supported on this iPlum number. There are few area codes which do not support this feature. If you need group texting, you can request iPlum to change your iPlum number to a different area code number and activate group messaging.

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Helpful links:

Text Error - Text verification is not complete

What does this error mean?

Your toll-free text activation is undergoing mandatory verification process mandated by the mobile carriers.

It normally takes 1-2 weeks once you have submitted it at iPlum portal. Once the process is complete, you will be able to text using iPlum app.

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Helpful links:

Text Error - You have disabled texting

What does this error mean?

You have disabled texting in iPlum portal. To enable texting:

Go to Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Enable and Save.

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Helpful links:

Text Error - Open Ticket

What does this error mean?

The texting on the line is disabled by default by carriers. To enable texting:

Open ticket at iPlum website .

Please provide valid reason for texting. iPlum will verify information & forward it to the carriers for approval. This is done to avoid spamming in carrier networks.

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Helpful links:

Text Error - Failed

What does this error mean?

If you are getting this error when sending a text to single number, it means the destination number is not valid and/or rejected by the receiving carrier.

If you are getting this error when sending a Group text, it means one of the destination number/s is not valid and/or rejected by the receiving carrier. iPlum will continue to send text to rest of the members of the group.

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Helpful links:

Text Error - Failed as SPAM

What does this error mean?

The text has been detected as spam by upstream carriers. If the carriers detect multiple spam text, they will block texting.

You can find additional information regarding acceptable usage policy.

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Helpful links:

Text Error - Account blocked

What does this error mean?

Your iPlum account is currently blocked. You can open a ticket online at iPlum portal.

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Helpful links:

Text Error - iPlum number not provisioned

What does this error mean?

Your iPlum phone number is getting provisioned. You will get an email when the provisioning is complete and then you can start using it for texting.

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Helpful links:

Text Error - No active iPlum number

What does this error mean?

You need an active iPlum phone number subscription.
You can buy it either in the iPlum App Settings or online at iPlum portal.

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Helpful links:

Text Error - Insufficient Credits

What does this error mean?

There are three cases for this error:

a) If you have Measured iPlum plan, you may be out of usage credits.
You can buy additional credits either in the iPlum app Settings or online at iPlum portal.

You can also upgrade your monthly measured plan to unlimited plan.
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b) If you have Unlimited iPlum plan for US or Canada, and you are sending text in your plan country. It has reached fair Usage threshold. You can buy additional credits either in the iPlum app Settings or online at iPlum portal.

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c) If you have Unlimited iPlum plan for US or Canada, but you are sending text outside your plan country. You can buy global credits either in the iPlum app Settings or online at iPlum portal.

How to make sure you never miss any call/text if you finish your monthly allocated credits?

Auto-Load: Login to iPlum portal https://my.iplum.com and enable Auto-Load option in “Billing” section.

This will allow the system to load one-time usage credits when the plan credits get exhausted, and those same credits will be subsequently used as “overlay” for that number subscription plan for 1 year whenever you have used your allocated monthly usage plan credits.

1 credit = 1 cent (2,000 credits for $20)

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Helpful links:

How to use secure texting?

How to create text templates?

What are templates?

Many times we are sending similar text message to our clients. Templates framework provides a simple way to create multiple text templates.

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Where to setup text templates ?

Mobile app: Settings || Text options || Text Templates
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Online portal: Dashboard|| Users || Click iPlum Login ID of the Line || Settings || Text Options || Text Templates

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Which plan do I need to activate the text template feature ?

You need Professional or Premium plan to enable text templates in iPlum.

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Examples of text templates

Appointment reminder

This is a reminder for your appointment at <Date, Time>.
We are located at <Address>
From <Company name>

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Business address & hours

We are located at <Address>
Our business hours are <Hours>
From <Company name>

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We are currently closed

We are currently closed. Our staff will respond to you as soon as they are available.
From <Company name>

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Our contact info

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Helpful links:

Setup Auto text reply.

Setup text signature.

Business Contacts, Groups and Secure Texting

Business contacts, Device contacts, Groups

SMS/MMS texting, Secure texting, Restore, Broadcast, Group texting, Templates

How to initiate secure texting with your clients?

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Business contacts, Device contacts & Groups:

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What is the difference between business and device contacts?

‍Business contacts are stored in a separate encrypted container in your iPlum app or iPlum portal. They are not mixed with personal contacts in your phone’s address book.

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Why do you need to give "contacts permission" to iPlum app in your mobile phone settings?

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Add a new business contact or bulk upload.

Online portal:

Go to “Contacts & Groups” and click “Add contact”. Here you can also create business groups and assign them to various business contacts.

iPlum portal has an option to upload multiple/bulk contacts in your iPlum account using a template file.

Click “Bulk upload contacts”. Download the template file, add contacts in it and upload the file. These contacts will be available both in the portal and iPlum app business contacts.
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Mobile app:

Go to contact screen, make sure you are in the business tab. Tap “+” to add a business contact. Here you can also create business groups and assign them to various business contacts.

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Add a new device contact.

Create a business contact from device contact in mobile app.

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Edit a business contact.

Online portal:

Go to “Contacts & Groups” and select the contact to edit it.
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Mobile app:

Open a business contact detail in the iPlum app and click “Edit”. You will update changes and save.

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Edit a device contact.

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Groups for business contacts.

Groups are used to send the same text to more than one user. Groups are created in the contacts section.

‍Online portal:

Mobile app:

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Delete a business contact.

Online portal:

Go to “Contacts & Groups” and select the contact to delete.
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Mobile app:

Open a business contact detail in the iPlum app and click “Edit”. You will see a delete button at the bottom.

Important: When you delete a contact, it will delete the secure text channel setup with this contact but it will not delete any existing conversations for this contact.

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Delete a device contact.

Device contacts are managed in your native iOS or Android address book. Once you delete the device contact in native contacts, it will not show in iPlum app.

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Restore business contacts.

In a situation where you need to delete the mobile app, you can restore your business contacts if you have the iPlum security and backup plan:

iPlum App Settings || Backup Options|| Restore Business Contacts

Note: iPlum portal downloads your information when you login. There is no restore required.

Switch the screen priority of device and business contacts in iPlum app (iOS only feature).

iPlum App Settings || Contact Options || Set Default Phone Book.

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Hide device contacts in iPlum app (iOS only feature).

iPlum App Settings || Contact Options || Show/Hide Device Contacts.
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Note: We recommend that you enable Contacts permission for iPlum app in your iOS or Android Settings. These permissions are required for correct caller-id and ringtones management.

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Texting Types:

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What is the difference between regular SMS/MMS & secure texting?

How to initiate secure texting?

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Note: When you have iPlum HIPAA complaint plan, all text are encrypted/secure at your end no matter the other side end user application.
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Group texting and broadcast texting.

Group texting and broadcast texting can be used for both regular and secure texting.

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How to restore text after reinstalling iPlum app?

Mobile app:

If you install iPlum app on a new phone or need to erase the app and reinstall, you can restore last 60 days texts in the app if you have iPlum security and backup enhanced plan:

iPlum App || Settings || Back up Options || Restore Text

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iPlum portal downloads your information when you login. There is no restore required.

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How to create text templates?

If you are sending the same text multiple times, you can create text templates. They can be managed both in mobile app and iPlum portal. To manage learn more.

Online portal:

Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Templates
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Mobile app:

iPlum App || Settings|| Text options, Templates, Secure Channels || Text Templates

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How to create auto-text-reply?

You can automatically send text reply for missed incoming calls & texts when you are busy. To configure learn more.

‍Online portal:

Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Auto reply
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Mobile app:

iPlum App || Settings|| Text options, Templates, Secure Channels || Text Auto Reply
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How to create text signature?

You can automatically add a text signature for your outgoing text. It is helpful to provide information to your clients without having to type it each time. To configure learn more.

‍‍Online portal:

Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Text Signature
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Mobile app:

iPlum App || Settings|| Text options, Templates, Secure Channels || Text Signature
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How does text to email work?

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How to initiate secure text channel?

Secure text channels are used for bidirectional encrypted texting. iPlum provides free account for your clients.
Check this page How to initiate secure texting?

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What are the prerequisites for secure texting, online portal contacts and online texting?

A. You will need Professional or Premium plan. If you are on older iPlum plan, you will need Security and Backup enhanced add-on plan.

To upgrade an existing plan, go to https://my.iplum.com/

Dashboard|| Users|| Click iPlum Login ID of the Line || Plans.

Click “Number Plan” and “Manage”.

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B. Get carrier TCR texting registration in your iPlum portal:

Go to https://my.iplum.com/ and login into iPlum account with your administrator credentials.

Menu (Left bar) || Carrier Text Registry

Instructions for TCR registration process: http://iplum.com/faq/text-messaging-registration/

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If you have any questions, please contact us.

How to do secure texting with your clients using free account for them?

Important: Learn about different types of contacts and texting in iPlum, click this link.

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How to add a new business contact single or bulk upload?

Online portal:

Go to your “Contacts & Groups” and click “Add contact”. Here you can also create business groups and assign them to various business contacts.

iPlum portal has an option to upload multiple/bulk contacts in your iPlum account using a template file.

Click “Bulk upload contacts”. Download the template file, add contacts in it and upload the file. These contacts will be available both in the portal and iPlum app business contacts.
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Mobile app:

Go to contact screen, make sure you are in the business tab. Tap “+” to add a business contact. Here you can also create business groups and assign them to various business contacts.

Or create a business contact from device contact in mobile app:

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How to initiate secure text channel?

Secure text channels are used for bidirectional encrypted texting. iPlum provides free account for your clients.
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Online portal:

Login to the portal.
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Go to “Contacts & Groups”. Add a new business contact or use an existing contact. ‍
Select the contact and click “Secure text invite”. The system will send an invite SMS to the recipient with instructions to create a free account and accept invitation. Your client login-id is their physical mobile phone number. They can either download iPlum app to register or create an account online at iPlum portal. Both mobile app and portal access will work for them after they have created an account.
The secure channel is now active and ready for secure texting.

Mobile app:

Create a new business contact with your client’s mobile phone number or select an existing business contact in the iPlum app:
iPlum App || Contacts || Business contact tab. Tap “+” to add a new business contact. ‍
Tap on the business contact and click “more”. Click “secure text channel invite”. The system will send an invite SMS to the recipient with instructions to create a free account and accept invitation. Your client login-id is their physical mobile phone number. They can either download iPlum app to register or create an account online at iPlum portal. Both mobile app and portal access will work for them after they have created an account.
The secure channel is now active and ready for secure texting.

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App-less account for your clients.

By using above information, your clients can either create a free account online at iPlum portal or download iPlum mobile app from Apple app store or Google play.

Both mobile app and portal can be used for secure texting.

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How does your client accepts your invitation for secure text channel ?

When you initiate secure channel, iPlum system sends an invitation SMS on your behalf to your client. e.g.

Your_Name (+1xxxxxxxx) has invited you to join iPlum for secure texting. To accept, click https://my.iplum.com/xxxxxxxxxxxx

Note: Once your client clicks the link, they will see the below information on a web page to register.

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New client who never had an iPlum account before will see below:

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iPlum Secure Text Invitation

You are invited to set up a free account to communicate with your provider. You can register online at iPlum portal or by downloading iPlum mobile app.

iPlum Portal

Click link to start enrollment.
Enter your mobile phone number as login ID +1xxxxxxxx and complete registration.
After registration, click "Contacts & Groups" and look for "Secure Text Invitations" to accept invitation.
Go to "Texting" and start texting this contact. You can also download iPlum app and login as existing account.

Note: You do not need Texting Registration for free account.
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Mobile App

Download iPlum app on your mobile from Apple store or Google Play.
Click "New User". Enter your mobile phone number as login ID +1xxxxxxxxx and complete registration
After registration, look for blue colored business contact and tap to accept invitation.
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Business contact || More || Accept Secure Text Channel Invite
The secure business contact will have a shield icon for secure texting.

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An existing iPlum account user will see below:
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iPlum Secure Text Invitation

You are invited to set up a free account to communicate with your provider. You can register online at iPlum portal or by downloading iPlum mobile app.

iPlum Portal

Login to the portal with your iPlum login ID +1xxxxxxxxxx.
Click "Contacts & Groups" and look for "Secure Text Invitations" to accept invitation.
Go to "Texting" and start texting this contact. You can also download iPlum app and login as existing account.

Mobile App

Open iPlum app or login with ID +1xxxxxxxxxx.
Look for blue colored business contact and tap to accept invitation.
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Business contact || More ||Accept Secure Text Channel Invite
The secure business contact will have a shield icon for secure texting.

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How to do secure texting once setup is complete?

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iPlum Portal

Go to "Contacts & Groups".

Find your Secure contact & click it. You will see Shield icon on the right which will allow you to do secure texting with your client.

Note: If you click the messaging icon, it will go as regular SMS

Mobile App

Go to Contacts in your iPlum mobile app. Make sure the "Business" section at the top is selected.

Find the secure contact and tap it.

You will see the shield icon for secure texting.

How to delete a secure text channel?

Simply delete the “Business” contact created for that secure channel in your iPlum app or iPlum portal. Any existing conversation with that contact will not be deleted.

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How to restore secure text channels, texts, business contacts in the iPlum app?

In a situation where you need to delete the mobile app, you can restore your information:

Mobile app: Settings || Backup Options
‍

iPlum portal downloads your information when you login. There is no restore required.

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What are the prerequisites for secure texting, online portal contacts and online texting?

‍

A. You will need Professional or Premium plan. If you are on older iPlum plan, you will need Security and Backup enhanced add-on plan.

To upgrade an existing plan, go to https://my.iplum.com/

Dashboard|| Users|| Click iPlum Login ID of the Line || Plans.

Click “Number Plan” and “Manage”.

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B. Get Carrier TCR texting registration in your iPlum portal:

Go to https://my.iplum.com/ and login into iPlum account with your administrator credentials.

Menu (Left bar) || Carrier Text Registry

Instructions for TCR registration process: http://iplum.com/faq/text-messaging-registration/

‍

If you have any questions, please contact us.

How to send a document, file, photo, audio, video as SMS on iPhone or iPad?

Send existing files, documents, photos or videos already stored on your iOS Device

The files are containerized in each app. Let's say you want to send a file stored in a 3rd party app or documents folder in iOS app or in Camera app using SMS in iPlum app:

Select/tap the file and click "share" icon. Now select iPlum app from available options.
It will open the iPlum app text screen with the file attachment.
In the "To" box, fill the phone number or contact to which you want to send this file and click "Send" icon at the bottom of the screen.

Take new photo, audio, video in iPlum app and send using SMS

Note: You need to allow iPlum app to access your Camera for this to work. In iOS, go to Settings > iPlum app and grant access to Camera.

Open iPlum app text screen.
Open new message or existing conversation.
Click "clip" icon at the bottom left of screen. It will open a container with different options: Templates, Audio, Video, Gallery, Map.
Select your option and create your attachment.
In the "To" box, fill the phone number or contact to which you want to send this file and click "Send" icon at the bottom of the screen.

Get advanced texting features at iPlum

‍

iPlum provides a comprehensive solution for your messaging. These texting features are available in your iPlum web portal.
‍

Archive/Unarchive text

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Auto text reply

You can automatically send text reply for missed incoming calls & texts when you are busy. How to configure?

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Broadcast text

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Group text

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MMS, SMS to external numbers

You can send & receive text with audio, photo & videos attachments to external numbers.

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Pin a conversation

‍

Schedule text for future

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Secure text

Send & receive secure text with audio, photo & videos for your compliance needs. How to use?

‍

Text signature

Automatically add a text signature for your outgoing text. Helpful to provide information to your clients without having to type it each time. How to configure?

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Text to email

Conveniently get your incoming text via email when you are way from your mobile or saving/forwarding them to a different location. How to configure?

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Text templates

Create multiple text templates and easily send them to the clients without typing entire message. How to configure?

‍

Unread a conversation

You have situations where you want to respond to a client later, you can mark it as unread by clicking the 3-dots icon next to the conversation on your texting page at iPlum portal.

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Porting a US or Canada number to iPlum while living abroad

International expats need to stay in touch with their US or Canada counterparts. With wide set of communication tools available, it is now easy to move to a new country being a digital nomad.
‍

I am an expat living abroad. I want to use my existing US/Canada number.

You can port your existing US/Canada number to iPlum. Once the number gets ported to iPlum, your carrier service will stop working on that line and your carrier will stop billing for it.

‍

When should I port my existing number to iPlum?

‍

Steps to port a number to iPlum

Follow these steps to port number to iPlum.

‍

What are the costs for porting number?

There are no extra charges for porting a number to iPlum. You would simply buy any regular iPlum phone plan when you are porting number at iPlum.

‍

I need to port more than one number for my family.

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How does 2FA ( Two factor authentication) work after porting?

How to change voicemail settings: ringing time, voicemail to email alerts, transcriptions, size?

Voicemail Settings

Login iPlum portal https://my.iplum.com/.

Dashboard || Users || Click iPlum Login ID of the User || Settings || Voicemail. Click SETTINGS tab.

Voicemail: Use the toggle switch to enable or disable voicemail on your iPlum line.
Voicemail Transcription: Enable or Disable. Please update to Professional or Premium number plan to get voicemail transcription.
Ringing Time: Select either 15 or 20 seconds. If you want to send calls directly to voicemail without ringing, select "Do Not Disturb".
Voicemail To Email Alerts: Toggle ON if you want to receive alerts for voicemails.
Note: Check the box if you want to exclude calling number in email alerts for privacy and security compliance.
Note: Check the box if you have purchased Enhanced Voicemail plan but you want to exclude audio file and transcription in email alerts for privacy and security compliance.‍
Set Additional Emails For Voicemail Alerts: Enter additional emails to send voicemail alerts separated by semicolon.

‍

Helpful links:

How to create custom or professional voicemail greetings for iPlum?

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

How to setup your main iPlum number to ring multiple phones or users?

How to create text signature?

What is text signature feature?

‍

Where to setup text signature?

iPlum app: Settings || Text options || Text Signature

OR

Online web portal: Login https://my.iplum.com/

Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit) || "TEXT SIGNATURES" panel.

Enable the toggle switch to select for incoming text and/or missed calls.

‍

Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

How to setup text to email?

What is text to email feature?

‍

Where to setup text to email?

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit) || "TEXT TO EMAIL" panel.

Enable the toggle switch for "Receive email alerts for incoming text".

For privacy you can suppress texting number and/or text content.

‍

What are the prerequisites for this feature?

This feature requires that you have Professional or Premium plan. You can upgrade in "Plans" section of your iPlum portal.

‍

Can I send incoming text to other users in my organization?

Yes, you can add other iPlum users to receive incoming texts on your iPlum number by adding the users in this panel. Each user needs to have an iPlum number with enhanced backup plan.

Helpful links:

I. Route calls to multiple devices/users using Phone Tree and Extensions.

How to setup main iPlum number to route calls to multiple phones or users?

There are two (2) types of configurations available to route main iPlum number to multiple phones or users.

‍

Configurations:

‍

II. Route calls to multiple devices/users with Simple Call Forwarding.

‍

‍‍

I: Route calls to multiple devices/users using phone tree and extensions.

‍

‍

Summary:

Setup a master account with main iPlum number and add users with local iPlum number subscription for each user.
Users will install iPlum app on their devices and login with their distinct login IDs.
Using this approach when a caller dials your main iPlum number they will hear your welcome phone tree greeting.
They will be presented with option to dial extensions. One extension can ring one device or multiple devices.
All users can make & receive calls simultaneously.

‍

Detail setup: Phone tree click here

‍

II: Route calls to multiple devices/users with simple call forwarding.

Summary:

Setup a master account with main iPlum number and add users with local iPlum number subscription for each user.

Users will install iPlum app on their devices and login with their distinct login IDs.

All users can make & receive calls.

‍

Detail setup:

Login https://my.iplum.com.
Click Dashboard || Users || New or Shared User (Phone/Fax).
Create a new login-id with a mobile phone number or an email address.
‍
The user will receive a link via phone text or an email to accept your invitation. They will be prompted to setup a new password. You will be notified via your administrator email when the user accepts your invitation.
‍
Buy Plan: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan . Follow the prompts to buy the plan on this sub-account. The system will allocate a new iPlum number.
‍
Update Caller-ID: To show the outgoing Caller-ID as primary iPlum number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing) || Edit || Select Primary iPlum number option and save it.
‍
Call Forwarding on Primary Line: Dashboard || Users || Click iPlum Login ID of the Primary Line || Settings || Call Forwarding (Edit) || Enable it || Enter main iPlum # and user's iPlum numbers created in above steps and save it. You can enable additional options to choose if you want the primary voicemail if none of numbers answer the call. You can choose to Display Incoming Caller ID to be "Actual Calling Number" or "iPlum Number".
‍
‍Setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use my voice network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use my voice network || Enter the external phone number and save.
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

‍

How does business hours feature work?

Do Not Disturb Hours (Calls, Text)
Auto Text Reply Hours (Missed Calls, Text)

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1. Do Not Disturb (DND), Non-Business Hours

Setup hours when you want the calls to go directly to the voicemail without disturbing you. You can also silence texts and app notifications for those hours.

‍

Where to setup Do Not Disturb?

iPlum App: Settings || Do Not Disturb, Non-Business Hours
OR
Online iPlum Portal: Login https://my.iplum.com/.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb (Edit)

Enable the toggle switch to select for Calls and/or Text & Notifications.

Example: If you have business hours from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your Non-Business hours will look like:

Mon to Fri: From = 5 PM & To = 9 AM

Sat & Sun: All Day

‍

Do I need to keep my app open to manage Do Not Disturb?

Your app doesn't have to be open. The DND works automatically from the cloud.

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2. Auto Text Reply

‍

When to send Auto Text Reply?

Missed incoming calls.
Incoming texts when you are away.

Where to setup Auto Text Reply?

iPlum app: Settings || Text options || Text Auto Reply
OR
Online web portal: Login https://my.iplum.com/.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit)

Enable the toggle switch to select for missed and/or incoming text.

You can also setup non-business hours during which the system will automatically send auto text reply.

Example: If you have business hours are from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your non-business hours will look like below:

From: 5 PM & To: 9 AM

Sat & Sun: All Day

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Do I need to keep my app open to send auto text reply?

Your app doesn't have to be open. The reply text is sent automatically from the cloud.

Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

How iPlum mobile phone system with auto attendant works?

Change from iPlum regular number to a Toll-free number.

How to setup your main iPlum number to ring multiple phones or users?

How to change privacy settings for compliance?

What does privacy settings for compliance means?

If you work in an industry which has privacy requirements for your clients, you can hide caller's information during call ringing, text or voicemail notifications in your iPlum app.

Where to setup privacy settings for compliance?

Dashboard || Users || Click iPlum Login ID of the User || Settings || Privacy Settings for Compliance (Edit)

CALLS
Hide caller name
Hide name in call notifications. The call ringing screen on locked device will not show the caller name.

Hide caller number
Hide number in call notifications. The call ringing opening screen will not show the caller number. Instead it will show iPlum number.

TEXT
Hide sender name
Hide name in text notifications on the device

Hide sender number
Hide number in text notifications on the device.
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VOICEMAIL
Hide caller name
Hide name in voicemail notifications on the device

Hide caller number
Hide number in voicemail notifications on the device.

How to get help if account is locked due to 2FA?

If you have enabled two-factor authentication on your iPlum account but locked your account for any reason, you can open a ticket with our network security team.

There is a $20 charge to manually unlock it by our security team. By following this process you give iPlum the permission to manually remove two-factor authentication on your account.

Send your request to “support@iplum.com”.

In the subject of email enter “Unlock iPlum Account for iPlum # XXXXX (iPlum_number)”.
In the body of email paste the transaction-ID or receipt # or attach your PayPal payment receipt.
In the body of email also enter the payment method used by you for your iPlum subscription in order to verify the ownership of your account. It can be the last 4 digits of card or PayPal email or your iPlum subscription renewal date.
You will get a confirmation email after our security team has manually unlocked your account.

Make payment:

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How to get Business Associate Agreement (BAA) for HIPAA compliance?

Make sure you have Professional or Premium plan which includes HIPAA compliance with BAA.

‍

Go to https://my.iplum.com/

Dashboard|| Users|| Click iPlum Login ID of the Line || Compliance || HIPAA Compliance.

Here you can download your Business Associate Agreement (BAA).

Note: If you do not have right plans for compliance, the system will prompt you to update them.

‍

If you have any questions, please contact us.

How does iPlum call transfer work?

How to use iPlum call transfer?

While you are in the iPlum call using mobile app, press the keyboard icon in the iPlum app call screen.

Then press *7 (star 7) and enter the 10 digit phone number followed by #.

After the call is connected, press:

0 to conference.

1 to exit yourself.

2 to end call transfer.

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Note: There is no "1" before US number.

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Example

B receives incoming call from A. B wants to transfer that call to C.
(C – Phone Number: 202-123-1234).

‍

After A gets connected to B, B will enter *7 in their keypad followed by 2021231234#.

*72021231234 #

Then press one of these options: 0, 1, 2

0 to conference.

1 to exit yourself.

2 to end call transfer.

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A will hear Music-on-Hold.

B can talk to C for one-one conversation, then press 0 to conference C into the call with A.

Or press 1 to take itself (B) out of the bridge and let A and C have the conversation.

Or press 2 to end the call with C (keep conversation between A and B).

‍

Helpful links:

How iPlum mobile phone system with extensions works?

Hold a call with music?

Change from iPlum regular number to a Toll-free number.

1. How to stop iPlum calls going to personal voicemail

How to stop any incoming calls are going to my personal voicemail?

‍

2. I have enabled Voice Network mode for incoming calls but my calls are still going to personal voicemail?

3. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

4. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

5. I want to change to internet mode?

‍

1. How to stop iPlum calls going to personal voicemail?

‍

We highly recommend you enable "Press any key to accept call" feature for your Voice Network call mode for Incoming calls.

‍

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle on switch for "Press any key to accept call ". Save it.

‍

Please ensure that you have below correct device settings for iPlum App.

iPhone or Android || Settings || iPlum App ||Notifications: Enable

iPhone or Android || Settings || iPlum App || Contacts: Enable

iPhone or Android || Settings || iPlum App ||Microphone: Enable

‍

2. I have enabled Voice Network mode for incoming calls but my calls are still going to personal voicemail?

‍

3. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle off switch for "Press any key to accept call ". Save it.

Go to your iPlum web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlumLogin ID of the User || Settings || Call Mode: Incoming Calls (Edit)|| Select Voice Network Mode.

Un-Check box"Press any key to accept call (Recommended)". Save it.

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4. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

‍

Note:If you tap decline button on the ringing screen, your device will force the call to its native voicemail which is inherent hardware limitation.

‍

5. I want to change to internet mode?

‍

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Internet.

‍

Helpful links:

How to setup Incoming iPlum calls to flow via Voice Network?

How to setup Outgoing iPlum calls to flow via Voice Network?

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

How to setup Incoming iPlum calls to flow via Voice Network?

How to setup outgoing iPlum calls to flow via voice network instead of data network?

How does this feature work?

‍

Enable voice network mode for outgoing calls?

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Outgoing Calls || Use My Voice Network. Enter your mobile phone number and save.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network. Enter your mobile phone number and save.

‍

Why does it show an intermediate iPlum number when using voice network mode?

‍

How to disable voice network mode & instead use wi-fi or carrier data for outgoing calls?

If you are travelling internationally or permanently located outside US/Canada, you can disable voice network mode.

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Outgoing Calls|| Use My Internet.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Internet

‍

Troubleshooting

I have enabled voice network mode but it still won’t work?

Make sure you have not enabled “restricted” option for your carrier mobile phone number caller-id or setup your carrier phone number caller-id to “anonymous”.
Make sure you are using the same carrier phone number where the app is installed in iPlum outbound carrier settings. If you put a different phone number it will not work.
Please enable “contacts” permission for iPlum app on your iPhone or Android device settings for correct caller-id management of iPlum calls.

‍

Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

1. How does this feature work?

How to setup incoming iPlum calls to flow via voice network instead of data?

‍

2. How to enable voice network mode for incoming calls?

3. How to ensure the unanswered calls go to iPlum voicemail & not personal voicemail in this mode?

4. I am not seeing the caller’s phone number during incoming calls OR I am seeing my own name for inbound calls instead of calling party?

5. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

6. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

7. Disable voice network mode & instead use internet for incoming calls?

‍

1. How does this feature work?

‍

2. How to enable voice network mode for incoming calls?

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Voice Network.
Enter your physical mobile phone number where iPlum app is installed.
Click “Save & Set Distinct Ringtone” || Ringtone: Change from default to a new Ringtone || Done.

Online web portal:
Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network.
Enter your physical mobile phone number where iPlum app is installed, Check box "Press any key to accept call (Recommended) and save it

‍

3. How to ensure the unanswered calls go to iPlum voicemail & not personal voicemail in this mode?

Please read this section: How to stop iPlum calls going to my personal voicemail

‍

4. I am not seeing the caller’s phone number during incoming calls OR I am seeing my own name for inbound calls instead of calling party?

Please enable “contacts” permission for iPlum app on your iPhone or Android device settings. It is required for correct caller-id management.
Check your device phone book. Make sure there is no contact created with your name & your iPlum number together.
Note: If you are using IVR, there is option in Advanced Settings to choose between “Actual calling number” and “Main account iPlum number”. Please update that selection to “Actual calling number”.

‍

5. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle off switch for "Press any key to accept call ". Save it.

Go to your iPlum web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlumLogin ID of the User || Settings || Call Mode: Incoming Calls (Edit)|| Select Voice Network Mode.

Un-Check box"Press any key to accept call (Recommended)". Save it.

‍

6. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

‍

Note:If you tap decline button on the ringing screen, your device will force the call to its native voicemail which is inherent hardware limitation.

‍

7. Disable voice network mode & instead use internet for incoming calls?

If for some reason you need to disable voice network mode for incoming calls:

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Internet.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Internet

‍

Helpful links:

How to setup Outgoing iPlum calls to flow via Voice Network?

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

1. How does "Press any key to accept call" works for incoming calls.

How does press any key works for incoming calls?

2. I want to disable this feature.

3. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

4. I want to change to internet mode for incoming calls.

‍

How does "Press any key to accept call" works for incoming calls

‍

I want to disable this feature.

Go to iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle off switch for "Press any key to accept call ". Save it.

Go to your iPlum web portal: Login https://my.iplum.com/
Dashboard || Users|| Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls(Edit) || Select Voice Network Mode.

Un-Check "Press any key to accept call (Recommended)". Save it.

‍

I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

Note:If you tap decline button on the ringing screen, your device will force the call to its native voicemail which is inherent hardware limitation.

‍

I want to change to internet mode for incoming calls.

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Internet.

‍

Helpful links:

How to setup Outgoing iPlum calls to flow via Voice Network?

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

How to setup your main iPlum number to ring multiple phones or users?

How does auto-text reply for texts & missed calls work?

When to send auto text reply?
‍

Missed incoming calls.
Incoming texts when you are away.

‍

Where to setup auto text reply?

iPlum app: Settings || Text options || Text Auto Reply

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit) || "AUTO REPLY" panel.

Enable the toggle switch to select for incoming text and/or missed calls.

Setup hours during which the system will automatically send auto text reply:

Example: If you have business hours from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your non-business hours will be:

Mon to Fri: From = 5 PM & To = 9 AM

Sat & Sun: All Day

‍

Do I need to keep my app open to send auto text reply?

No, your app doesn't have to be open. The reply text is sent automatically from the iPlum network cloud.

Helpful links:

All web texting features.

How do you schedule a text?

Schedule your texts in iPlum portal
‍

Send client appointment reminders.
Schedule date/time sensitive text.

‍

Scheduling features

You can schedule any number text for a single contact or multiple contacts to be sent in future.

Scheduling works for all types of text, multimedia.

It works for groups, broadcast or secure texting.

You can use text templates for scheduling text.

‍

How to setup text scheduling

Dashboard || Texting.

Click "New Text" icon, enter your text and the contact. Or schedule text in an existing conversation.

Click "Clock" icon near the send button. Here you can setup time to send this text in future (15 minutes or more in future).

‍

How to delete a scheduled text?

Dashboard || Texting.

You will see the tabbed bar in the middle, the last tab is "Scheduled".

Once you select it, you will see conversations which have scheduled text in the middle section. Go to the conversation which has the scheduled text you want to delete.

On your right panel for that conversation, you will see scheduled text below the purple line. Click small arrow on the line to expand it to see your scheduled text/s below it.

Hover over a text that needs to be deleted.

Click the three dots || Delete || Confirm.

‍

Helpful links:

Secure texting.

How to change voicemail settings?

How to setup advanced password policy?

Advanced password policy:

The account administrator can setup advanced password policy applicable to all users.

Login to your iPlum online account https://my.iplum.com.
Click: Password Policy on the side menu.

‍
POLICY SETTINGS

Requires Login Password (Mandatory)
Enable Two-Factor Authentication (2FA)
A text/email will be sent with a code to user's login-ID.
Enforce Password Complexity
Minimum 8 characters with mandatory uppercase letter, lowercase letter, number and a symbol.
Set Password Expiration
Users will be required to change password every 90 days.
App Passcode
Warning: Users will be required to setup an app passcode and will be prompted every time app is accessed.

Error: Google Play store app not updated on this device?

Please follow these steps on your Android device if you are getting above error.

Update device OS if available.
Update Google Play Store App. Refer https://support.google.com/googleplay/answer/113412?hl=env
After you update Google Play Store App as per above link:

Go to Settings -> Apps --> Select Google Play Store App.
"Clear Data Storage" of the Google Play Store App.
Then "Force Stop" Google Play Store App.
Now open Google Play Store App.
Kill iPlum app if it is already in recent apps.
Open iPlum app and try again.

How to delete a voicemail?

iPlum App

Open iPlum app and go to Voicemail screen.

Delete single voicemail: Swipe left and delete (iOS & Android).

Delete multiple voicemails: Click "Edit" and delete all (iOS). Long press any voicemail to show the multiple delete option (Android).

iPlum Portal

Login iPlum portal https://my.iplum.com/.

Click Voicemail icon and select the user.

Click delete icon to delete voicemails.

Helpful links:

How to create custom or professional voicemail greetings for iPlum?

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

How to change iPlum Caller-ID?

What is the Caller-ID for my outbound iPlum calls?

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When you first sign up, the caller-ID is your iPlum name. You can change it any time by changing your name in iPlum portal or iPlum app.

Login to secure online portal https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Profile & Permissions
You will see different options you can edit.

Email: Click on the pencil icon next to it and update to new email. The change is instant.

Name: Click on the pencil icon next to it and update to new name. It can take up to 48 hours to propagate new Caller-ID name. Name is propagated only for local numbers.

Note: For Toll-free numbers it will show name as "Toll-free".

Caller ID (Outgoing): Click on the pencil icon next to it and choose between user's number, primary iPlum number or other iPlum numbers on the account.

How can I make a user account to show the primary iPlum number as its Caller-ID?

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Login to secure online portal https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the user || Settings || Profile & Permissions

Caller ID (Outgoing): Click on the pencil icon next to it and choose between user's number, primary iPlum number or other iPlum numbers on the account.

Helpful links:

How to change my Password or I have Forgotten my Password?

How to change from a local iPlum number to a toll-free number or toll-free to local?

Toll free and local number plans are separate products with different plan types. You will cancel the existing plan & get the new plan.

Login Online https://my.iplum.com
Cancel your existing iPlum subscription online.
Click: Dashboard || Users|| Click iPlum Login ID of the User || More || Cancel Line. Select immediate cancellation.

Note: If the subscription was purchased at Apple App Store or Google Play, please cancel it there separately after doing above step.
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Click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Number to setup a new subscription type.

Helpful links:

How to create custom or professional voicemail greetings for iPlum?

How to add international contact for easy calling in iPlum?

iPlum conveniently shows your device phone book contacts in iPlum app. You can create a new contact or edit an existing contact in your device Phone book and it will show up in iPlum contacts.
Enter the number with plus sign, country code and number. Example for Australia (country code 61) enter +61xxxxxxxxx). Save it.
Simply select that contact from Contacts in iPlum app & click phone icon. It will show you the keypad with number & country pre-filled.

How to setup call forwarding from external number to iPlum number while travelling?

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T-mobile, Sprint or other mobile & landline carriers have similar instructions. Please check with your provider for setting call forwarding.

How does enhanced voicemail work with bigger storage and voicemail transcription?

The Professional or Premium plan includes voicemail transcription.

The transcription along with audio file is delivered to the user's email and it also available in both iPlum app and iPlum portal.

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How to update your plan?

Dashboard|| Users || Click iPlum Login ID of the User || Plans || Number Plan || Manage

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Helpful links:

How to change voicemail settings: ringing time, ringtones, email alerts, transcriptions?

How to send a file or document using iPlum?

Why do I see iPlum audio in my iPhone recents?

I have forgotten my login-id or password?

What is my iPlum login ID?

For single line accounts the iPlum login ID is the physical mobile phone number which you used to setup your iPlum account.

Please do not include any space, dash or bracket when you enter your login ID.

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I have forgotten my password.

Simply enter your iPlum-ID & click Forgot Password link in your iPlum app or online at https://my.iplum.com. You will receive a text/email with a link to reset your password.

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I know my current password but I want to change it.

Login to iPlum online portal https://my.iplum.com. Click on your User icon on the top right of your screen. You'll see a drop down for changing your password .

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Helpful links:

How to change my Password or I have Forgotten my Password?

How to change my Password or I have Forgotten my Password?

Can I activate social media like Whatsapp or receive bank codes?

iPlum is a business app.

It is your dedicated mobile virtual number attached to the iPlum app for calling and texting.

All iPlum numbers are always enabled for SMS, MMS and Short codes.

If you are not receiving verify code from a particular company, please check with them. They may need physical mobile number due to enhanced security required by them.

How to change iPlum Login, Name, Email or Caller-ID?

Login to secure online portal https://my.iplum.com.
Go to Dashboard || Users || Click iPlum Login ID of the User || Settings || Profile & Permissions.
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b) Email : Click on the pencil icon next to email and update new email.

c) Name : Click on the pencil icon next to name and update new name.

d) Caller-id (Outgoing): Click on the pencil icon next to caller-id. Choose between user's iPlum number or other iPlum numbers on the account.

Note: Most carriers would show both the caller name and phone number in the caller-id but some receiving carriers may show only the caller number with city & state based on their internal policies.

Helpful links:

How to change or update password?

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If you know your existing password:
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Login https://my.iplum.com .Click the Small icon at top right corner, it will have an option to “Change Password”.

Helpful links:

http://iplum.com/blog/faq/app-permissions/

I get frequent logout or signout from the app

How can I message to short codes using iPlum?

A short code, or short number, is a 5 or 6 digit number that can send and receive SMS. Short codes are used for alerts, promotions and some validations.

iPlum allows texting to short codes. When you want to initiate a message to short code remember to add "+" sign before the short code number in the To section.

Note: The app automatically shows "+CountryCode" in the "To" section when you want to send new message. You will delete the country code but keep the "+" sign and then enter your short-code.

Why I can't connect or make calls using Wi-Fi or Carrier data?

If you are not able to make calls using Wi-Fi or Carrier data, it is usually due to one of below reasons:

The internet connectivity transition has not occurred on the device. Close and restart the iPlum app.
In certain cases the port block or firewall set by your carrier or wi-fi provider may lead to connectivity issues. Close the app and try to change the source of internet or use a VPN app on your device. There are many VPN apps which you can find in Apple App Store or Google play.

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Important: If you are a US or Canada user, you can also use Voice Network Mode for your iPlum calls:

Permissions, Settings for iPlum app?

iOS Permissions

Android Permissions

iPlum Call mode

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iOS settings, permissions for iPlum app

Enable Permissions: iPhone/iPad Settings || iPlum app || Enable the Permissions for:

Notifications (All)
Microphone
Contacts.

Note: iPlum is a business app and keeps your privacy at all times. Permissions are required for calling, texting, voicemail and correct caller-id management.
If your calls are going to iPlum voicemail, check iPlum App Settings || "Do Not Disturb" options for calls or messages are not mistakenly enabled by you.
Check Memory. Make sure there is enough cached memory available on the device. If there are too many apps open, please close them.
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Android settings, permissions for iPlum app

Every Android manufacturer has slightly different settings. Please check your device model for corresponding settings.

Doze mode white-list iPlum app: Android Settings || Battery || Top right choose "Battery Optimization". Toggle from "Not Optimized" to "All Apps". Scroll to iPlum and then choose "Don’t Optimize" and click "Done".
Enable Notifications: Android Settings || Apps (OR Apps & Notifications OR Application Manager) || Apps Info (OR See all Apps) || Scroll to iPlum app || Notifications. || Show Notifications. Make sure all Notification types of all channels are enabled here.
Enable Permissions : Android Settings || Apps (OR Apps & Notifications OR Application Manager) || Apps Info (OR See all Apps) || Scroll to iPlum app || Permissions. Enable Permissions for Contacts and Microphone.

Note:iPlum is a business app and keeps your privacy at all times. Permissions are required for calling, texting, voicemail and correct caller-id management.
Ringtones:Android Settings || Sounds || Make sure the Ringtones & Notifications are not in silent mode. Make sure Do-Not-Disturb is not enabled.
Sounds & Vibrations:Android Settings || Sounds & Vibrations || Sound Mode (Make sure it is set to Sound)
Wi-Fi Settings: Connections || Wi-Fi || Advanced. Enable “Smart network switch”. It allows phone to automatically switch between Wi-Fi and the mobile network.
Background data : Android Settings || Data usage || More || Restrict background data (Enable).
Memory: Make sure there is free cached memory available on the device. If there are too many apps open, please close them.
Make sure the iPlum app is in running mode & not "Force Stopped". Force Stopped condition will not receive any notifications to the iPlum app.
iPlum App Settings: Check “Do Not Disturb” options for calls or messages are not mistakenly enabled.

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Call mode for iPlum app

US & Canada users can change from Internet mode to Voice network mode in iPlum app for carrier call quality.

I am not receiving alerts for calls and messages when my app is closed?

Please check this FAQ:

What should I do if my app is not responding?

If your app freezes, simply close and restart the iPlum app. If you are already logged in you would see the contacts screen in the app, otherwise login as required.

Why can’t I record audio for my iPlum message?

Why can’t I attach photos to my iPlum message?

How to lock or unlock an iPlum phone number?

There are situations when you may need to lock an iPlum account due to employee changes.

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Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || Actions || Lock User.
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Helpful links:

How to block any number from calling or texting my iPlum number?

How to change a sub-account to be primary account?

There are situations when you may need to change one of your sub-accounts to be the primary login-id administrator of the account.

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Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || More || Set as Primary Line.
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Helpful links:

How to release an active iPlum sub-account to be an independent iPlum account?

There are situations when an employee leaves the organization and you want to release the iPlum number to them.

Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || More || Split to Independent Account.
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Helpful links:

How to reassign a line to a different user?

There are situations when you need to reassign a line to a different user or simply change login ID.

Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || More || Reassign Line. You can change the login-id to a different mobile phone number or email address. The system will send a verification code to the new login-id for confirmation. The previous user will be logged out. Here you can also change the name & email address.
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Helpful links:

How to create custom or professional voicemail greetings for iPlum?

Where is my iPlum phone number in the app?

If you have purchased an iPlum U.S Phone number, it will show up at the top in iPlum app under Contacts.

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It is also located in iPlum Settings >> My Account

I am not able to make calls. The spinner in my app keep circling?

When I change my phone, does my iPlum phone number change?

How does iPlum backup & restore work?

What is the backup/archive retention policy?

All Professional plans have text archive enabled by default. Text are available in your iPlum portal for 1 year on rolling basis.

All Premium plans have text and call recording archive enabled by default. Text and recording are available in your iPlum portal for 1 year on rolling basis.

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Note: If you are on older iPlum add-on plan (pre 5/25/24), the archive is limited to 6 months on rolling basis with security and backup plan. Please upgrade your plan to latest plans.

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Important: For all plans, the archive “starts from the date” you enrolled in the plan. It will not restore previous texts or contacts or fax if that option or plan was not enabled.

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If you have older (pre 5/26/24 plans) we encourage you to update to newer plans which have higher backup/archive time period and no add-ons.

Login to iPlum portal https://my.iplum.com
Dashboard || Users || Click iPlum Login ID of the User || Plans || Number Plan
Select Professional or Premium plan.

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How do I restore my texts in iPlum app?

Note: You can restore texts older than 60 days in your iPlum portal.

iPlum App Settings || Text Options || Text Restore

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How do I restore my business contacts in iPlum app?

iPlum App Settings || Contact Options || Business Contacts Restore

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How to get usage logs online with text content ?

Click Usage Reports on the left menu. Select the “User” and “Month” to get the log of all usage for that line.

There is a text icon to the right of each text log which has the content of texts.

You can download all logs as csv file. It will download the text content which you can save.

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Pre 5/25/24 backup add-on plans (Ignore if you have latest plans):

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There are three (3) types of backup add-on plans:

Security & backup enhanced for phone line call/text ($5.99/mo paid annually or $6.99/mo paid monthly).
Includes: Security and backup for business contacts, text for phone line; unlimited secure text channels; text to email. It is mandatory for HIPAA compliance on a phone line. Text are archived for last six (6) months on rolling basis. You can download texts online in password protected iPlum portal.

Security & backup for fax ($3.17/mo paid annually or $3.99/mo paid monthly).
Includes: Security and backup for fax line. It is mandatory for HIPAA compliance on a fax line.
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Mobile communication compliance plan for financial & legal sectors ($9.99/mo paid monthly).
Includes: Security and backup for business calls, contacts, text; unlimited secure text channels; text to email, call recording. It works for financial, legal, sales and support compliance on a mobile line.

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Please contact us in case of any question.

Why my iPlum number is not showing up as caller-id when I dial-out in some countries?

If you have bought an iPlum phone number, we are passing your iPlum number in the Caller ID section of the call as per global E.164 standards.

How to get iPlum app update from App Store instead of iCloud backup?

Please follow these simple steps to switch of iCloud backup of iPlum app and get the latest from the app store:

iPhone >> Settings >> (Apple ID, iCloud,iTunes) >> iCloud >> iCloud Drive. Toggle to disable for iPlum app.
Delete iPlum app from the device (Warning: It will delete the text messages from the app but you can still see the call and text logs in the settings when you reinstall the iPlum app).
Reboot the device.
Install fresh iPlum app from the App store. It will show as if coming from iCloud but it is new install because you had disabled iCloud backup for it.
Login using your existing iPlum credentials. It will restore your iPlum usage credits and number plan.
During installation when prompted for notifications, contacts, sounds to iPlum app, select “Enable”.

How to setup iPlum APIs for getting automatic usage logs?

iPlum REST API

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Setup iPlum API:

Login into iPlum console and select “iPlum API” on the left menu bar.
In the center of the page, Enable API Access Status using the button. The system will ask permission to proceed. Click “Yes”.
Important: You will be presented your Secret Key only once. Download your API Access Key & Secret Key and store at a secure location. If you lose the secret key, you must generate a new key and reset the process.
You will use the key pair to pull iPlum usage logs. Click “Close”.
Callbacks: iPlum can put usage logs directly to your server without having to pull them via API calls. You still need to setup the above process in order to enable the capabilities:

If you have any questions, you can always Contact us

How to change ringtones?

iPlum App

Go to "iPlum App || Settings|| Ringtones || Ringtones."

Helpful links:

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

Add Phone tree, business attendant & extensions to your iPlum account.

How to create web link for iPlum portal on iPhone or iPad?

Create weblink on iOS device to use iPlum texting

Besides iPlum app, you can create a web link for iPlum portal on your iOS device homepage (iPhone & iPad) for texting:

Open Safari browser on your iOS device and go to https://my.iplum.com
Scroll up or down in your browser where you can see the export icon.
Tap on it & scroll its menu until you see “Add to Home Screen”. This will add an iPlum web link to your home screen
Use the home screen iPlum web link to login web portal on this device.
Enable notifications when prompted

Where do I setup my phone tree & extensions?

Give your callers a professional tone.

Login online https://my.iplum.com & configure phone tree with extensions to your iPlum local or toll free phone number.

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I am a solo professional using iPlum? Examples

Setup phone tree and configure your extensions for your iPlum number. The callers will hear the greetings and by selecting your short extension they will be able to reach your iPlum number. If you don't pick up the call, it will go to your iPlum voicemail which you will be notified via email.

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I want to setup multiple extensions for sales, support ...? Examples

Create multiple departments with unlimited extensions ringing to same or different numbers (iPlum or external numbers).

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My business has multiple mobile users? Examples

Setup main iPlum number and give each user their own iPlum number. Setup routing using iPlum phone tree.

Steps:

Login to your iPlum online account & get a new iPlum number or port-in your existing number.
Add multiple users with their own iPlum numbers.
Enable phone tree.

Setup greetings.
Create extensions & link them to each iPlum phone number you have setup in previous step.
You can setup as many extensions as you want.
You can add multiple users to one extension as well.
You can setup extensions to ring any non-iPlum number as well.

When an outside caller calls your main iPlum number, they will hear the phone tree greeting. They will press extension based on your phone tree call-flow setup. iPlum will route the calls to the appropriate user.

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How do I create phone tree greetings? Examples

iPlum uses text to life-like speech service to create your auto attendant free of charge. It uses advanced deep learning technologies to synthesize speech that sounds like a human voice.

Alternatively you can upload a professionally recorded announcement as well.

Welcome Greetings is played once when your caller dials your main iPlum number.
Example: "Welcome and thank you for calling us. Please press 1 for sales, 2 for support and 3 for billing. To repeat these options please press 9."

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How many extensions can be created in an account? Examples

You can create as many extensions as you want. You can set your extensions to be 1, 2, 3 or 101, 102, 204 or 1011, 1024 etc. It can also be a mix of single & multiple digits like 1, 2, 201 etc. You will define the maximum length of digits in Settings (default is 1). Make sure to match your Auto Attendant announcements with your extensions.

Each extension can be set to ring single or multiple numbers. These numbers can be iPlum numbers, external domestic or international numbers. There are no restrictions. You can change extensions anytime.

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Can I have simultaneous or sequential ringing to multiple phone numbers?

Yes, you can setup extensions to ring calls to one number or multiple numbers at the same time. These numbers can be setup to ring all at the same time or in hunt sequence one after the other.

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What does system settings mean?

These are advanced settings which define various timers and count options.

Maximum length of extension digits. Example: If you will be using call extensions like 1,2,3 ..9, you set the value to 1. If you will be using extensions like 101, 102, 103 etc, you will set this value to 3.
Invalid extension tries before disconnecting the call. We suggest to keep it at default count = 3.
Announcement replay before disconnecting the call. We suggest to keep it at default count = 3.
Ring time interval between multiple sequential numbers in an extension. We suggest to keep it at default time = 18 seconds.

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Can I get iPlum phone system feature even if I am located internationally?

Yes, you can get an iPlum phone system from anywhere in the world. iPlum makes that possible with our advanced communications platform.

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How is privacy built into iPlum?

iPlum is a business class service. Unlike free services which share your meta data, we respect your privacy and fully protect your information. It is never shared with any third party or put into any advertisements. You get complete peace of mind.

Add Phone tree, business attendant extensions to your iPlum account.

Where do I setup my phone tree & extensions?

Give your callers a professional tone.

Login online https://my.iplum.com & configure phone tree with extensions to your iPlum local or toll free phone number.

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I am a solo professional using iPlum? Examples

Setup iPlum phone tree & extensions for your iPlum number. The callers will hear the greetings and by selecting your short extension they will be able to reach your iPlum number. If you don't pick up the call, it will go to your iPlum voicemail which you will be notified via email.

I want to setup multiple extensions for sales, support ...? Examples

Create multiple departments with unlimited extensions ringing to same or different numbers (iPlum or external numbers).

My business has multiple mobile users? Examples

Setup main iPlum number and give each user their own iPlum number. Setup routing using iPlum phone tree call flow.

Steps:

Login to your iPlum online account & get a new iPlum number or port-in your existing number.
Add multiple users with their own iPlum numbers.
Enable Phone Tree.
Setup greetings.
Create extensions & link them to each iPlum phone number you have setup in previous step.
You can setup as many extensions as you want.
You can add multiple users to one extension as well.
You can setup extensions to ring any non-iPlum number as well.

How do I create phone tree greetings? Examples

iPlum uses text to life-like speech service to create your phone tree free of charge. It uses advanced deep learning technologies to synthesize speech that sounds like a human voice.

Alternatively you can upload a professionally recorded announcement as well.

Phone greetings is played once when your caller dials your main number.
Example: "Welcome and thank you for calling us. Please press 1 for sales, 2 for support and 3 for billing. To repeat these options please press 9."

How many extensions can be created in an account? Examples

Can I have simultaneous or sequential ringing to multiple phone numbers?

Yes, you can setup extensions to ring calls to one number or multiple numbers at the same time. These numbers can be setup to ring all at the same time or in hunt sequence one after the other.

What does system settings mean?

These are advanced settings which define various timers and count options.

Maximum length of extension digits. Example: If you will be using call extensions like 1,2,3 ..9, you set the value to 1. If you will be using extensions like 101, 102, 103 etc, you will set this value to 3.
Invalid extension tries before disconnecting the call. We suggest to keep it at default count = 3.
Announcement replay before disconnecting the call. We suggest to keep it at default count = 3.
Ring time interval between multiple sequential numbers in an extension. We suggest to keep it at default time = 18 seconds.

Can I get iPlum phone system feature even if I am located internationally?

Yes, you can get an iPlum phone system from anywhere in the world. iPlum makes that possible with our advanced communications platform.

How is privacy built into iPlum?

Archiving your iPlum texts : iOS?

Please contact us to find about it.

Business Contacts, Groups and Secure Texting

Business contacts, Device contacts, Groups

SMS/MMS texting, Secure texting, Restore, Broadcast, Group texting, Templates

How to initiate secure texting with your clients?

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Business contacts, Device contacts & Groups:

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What is the difference between business and device contacts?

‍Business contacts are stored in a separate encrypted container in your iPlum app or iPlum portal. They are not mixed with personal contacts in your phone’s address book.

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Why do you need to give "contacts permission" to iPlum app in your mobile phone settings?

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Add a new business contact or bulk upload.

Online portal:

Go to “Contacts & Groups” and click “Add contact”. Here you can also create business groups and assign them to various business contacts.

iPlum portal has an option to upload multiple/bulk contacts in your iPlum account using a template file.

Click “Bulk upload contacts”. Download the template file, add contacts in it and upload the file. These contacts will be available both in the portal and iPlum app business contacts.
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Mobile app:

Go to contact screen, make sure you are in the business tab. Tap “+” to add a business contact. Here you can also create business groups and assign them to various business contacts.

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Add a new device contact.

Create a business contact from device contact in mobile app.

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Edit a business contact.

Online portal:

Go to “Contacts & Groups” and select the contact to edit it.
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Mobile app:

Open a business contact detail in the iPlum app and click “Edit”. You will update changes and save.

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Edit a device contact.

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Groups for business contacts.

Groups are used to send the same text to more than one user. Groups are created in the contacts section.

‍Online portal:

Mobile app:

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Delete a business contact.

Online portal:

Go to “Contacts & Groups” and select the contact to delete.
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Mobile app:

Open a business contact detail in the iPlum app and click “Edit”. You will see a delete button at the bottom.

Important: When you delete a contact, it will delete the secure text channel setup with this contact but it will not delete any existing conversations for this contact.

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Delete a device contact.

Device contacts are managed in your native iOS or Android address book. Once you delete the device contact in native contacts, it will not show in iPlum app.

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Restore business contacts.

In a situation where you need to delete the mobile app, you can restore your business contacts if you have the iPlum security and backup plan:

iPlum App Settings || Backup Options|| Restore Business Contacts

Note: iPlum portal downloads your information when you login. There is no restore required.

Switch the screen priority of device and business contacts in iPlum app (iOS only feature).

iPlum App Settings || Contact Options || Set Default Phone Book.

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Hide device contacts in iPlum app (iOS only feature).

iPlum App Settings || Contact Options || Show/Hide Device Contacts.
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Note: We recommend that you enable Contacts permission for iPlum app in your iOS or Android Settings. These permissions are required for correct caller-id and ringtones management.

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Texting Types:

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What is the difference between regular SMS/MMS & secure texting?

How to initiate secure texting?

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Note: When you have iPlum HIPAA complaint plan, all text are encrypted/secure at your end no matter the other side end user application.
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Group texting and broadcast texting.

Group texting and broadcast texting can be used for both regular and secure texting.

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How to restore text after reinstalling iPlum app?

Mobile app:

If you install iPlum app on a new phone or need to erase the app and reinstall, you can restore last 60 days texts in the app if you have iPlum security and backup enhanced plan:

iPlum App || Settings || Back up Options || Restore Text

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iPlum portal downloads your information when you login. There is no restore required.

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How to create text templates?

If you are sending the same text multiple times, you can create text templates. They can be managed both in mobile app and iPlum portal. To manage learn more.

Online portal:

Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Templates
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Mobile app:

iPlum App || Settings|| Text options, Templates, Secure Channels || Text Templates

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How to create auto-text-reply?

You can automatically send text reply for missed incoming calls & texts when you are busy. To configure learn more.

‍Online portal:

Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Auto reply
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Mobile app:

iPlum App || Settings|| Text options, Templates, Secure Channels || Text Auto Reply
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How to create text signature?

You can automatically add a text signature for your outgoing text. It is helpful to provide information to your clients without having to type it each time. To configure learn more.

‍‍Online portal:

Dashboard || Users || Click iPlum Login ID of the Line || Settings || Text Options || Text Signature
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Mobile app:

iPlum App || Settings|| Text options, Templates, Secure Channels || Text Signature
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How does text to email work?

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How to initiate secure text channel?

Secure text channels are used for bidirectional encrypted texting. iPlum provides free account for your clients.
Check this page How to initiate secure texting?

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What are the prerequisites for secure texting, online portal contacts and online texting?

A. You will need Professional or Premium plan. If you are on older iPlum plan, you will need Security and Backup enhanced add-on plan.

To upgrade an existing plan, go to https://my.iplum.com/

Dashboard|| Users|| Click iPlum Login ID of the Line || Plans.

Click “Number Plan” and “Manage”.

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B. Get carrier TCR texting registration in your iPlum portal:

Go to https://my.iplum.com/ and login into iPlum account with your administrator credentials.

Menu (Left bar) || Carrier Text Registry

Instructions for TCR registration process: http://iplum.com/faq/text-messaging-registration/

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If you have any questions, please contact us.

CMS Compliance Requirements for Insurance Brokers

Can I activate social media like Whatsapp or receive bank codes?

What is included in CMS compliance requirements for insurance brokers?

Call recording & archiving on active accounts.
Texting archiving on active accounts .
Automated custom disclaimer announcement before call starts.
Business contacts backup.
Unlimited secure text channels.
BAA with HIPAA compliance.

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Can I play special announcement with every call?

Yes, you can add special voice announcement to play automatically in the beginning of every call for your compliance requirements.

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Can I port an existing number with another carrier to iPlum?

Yes, you can port an existing number to iPlum. Once port is completed, it will stop billing at existing provider and start working at iPlum.

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Step by Step implementation of iPlum service:

You can implement compliance on an existing number or get a new iPlum number. It is same cost for both options.

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Existing number transfer: If you have an existing business number with a carrier which you want to use for CMS compliance, you will transfer that number to iPlum.

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Follow these steps to transfer your existing number to iPlum.

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Setup a new account or login to your existing iPlum online account https://my.iplum.com.
Get Premium plan which includes call recording and text archiving feature.

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Can I port-out the iPlum phone number to another carrier?

iPlum is a business app.

It is your dedicated mobile virtual number attached to the iPlum app for calling and texting.

All iPlum numbers are always enabled for SMS, MMS and Short codes.

If you are not receiving verify code from a particular company, please check with them. They may need physical mobile number due to enhanced security required by them.

Can I use iPlum when roaming out of country?

Do external toll free calls use up iPlum usage credits?

Does iPlum calling work with bluetooth?

Error: Google Play store app not updated on this device?

Yes, iPlum mobile app is Bluetooth ready. Simply make sure that your Bluetooth headset or auto link is paired before you bring up iPlum app on your iPhone or Android phone.

Get advanced texting features at iPlum

Please follow these steps on your Android device if you are getting above error.

Update device OS if available.
Update Google Play Store App. Refer https://support.google.com/googleplay/answer/113412?hl=env
After you update Google Play Store App as per above link:

Go to Settings -> Apps --> Select Google Play Store App.
"Clear Data Storage" of the Google Play Store App.
Then "Force Stop" Google Play Store App.
Now open Google Play Store App.
Kill iPlum app if it is already in recent apps.
Open iPlum app and try again.

Godaddy Smartline Alternative: iPlum

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iPlum provides a comprehensive solution for your messaging. These texting features are available in your iPlum web portal.
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Archive/Unarchive text

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Auto text reply

You can automatically send text reply for missed incoming calls & texts when you are busy. How to configure?

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Broadcast text

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Group text

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MMS, SMS to external numbers

You can send & receive text with audio, photo & videos attachments to external numbers.

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Pin a conversation

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Schedule text for future

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Secure text

Send & receive secure text with audio, photo & videos for your compliance needs. How to use?

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Text signature

Automatically add a text signature for your outgoing text. Helpful to provide information to your clients without having to type it each time. How to configure?

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Text to email

Conveniently get your incoming text via email when you are way from your mobile or saving/forwarding them to a different location. How to configure?

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Text templates

Create multiple text templates and easily send them to the clients without typing entire message. How to configure?

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Unread a conversation

You have situations where you want to respond to a client later, you can mark it as unread by clicking the 3-dots icon next to the conversation on your texting page at iPlum portal.

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What Is Godaddy SmartLine?

Smartline* provides a virtual number app for iOS and Android devices. Smartline is a Godaddy acquisition. The same company does domain name hosting and emails.
*Smartline is a trademark of Godaddy

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How does SmartLine compare vs. iPlum?

iPlum gives you a local or toll-free number for U.S. / Canada to use as second line on your existing device without changing the carrier. You get your own True Caller-ID with every call or text which is critical as a business line.

Customers get carrier class dual mode reliability at iPlum i.e. you can use your carrier calling network (non-VoIP) or wi-fi/carrier-data for calling. It gives you one of the most reliable calling experience for a second line without changing your carrier.

Free phone tree/ IVR/ auto attendant and extensions with every iPlum plan to give a professional look to your business.

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What is iPlum pricing vs Godaddy Smartline?

iPlum plans are most comprehensive and includes all the features required for a business professional.

With iPlum you get second line with business features for $7.99/mo. There is no long term contract. You can cancel any time.

Our competitors charge much higher for similar level of service and features.

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Can I port my existing Godaddy Smartline number into iPlum?

Yes, you can port your Smartline number into iPlum. You will first unlock the number at Smartline & then port into iPlum How to port an existing number into iPlum?

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How does iPlum take care of user privacy?

iPlum is a business class service with 100% data protection. We provide comprehensive security and privacy. Unlike free services which are supported with ads or they share your usage meta data, we respect your privacy and fully protect your information.

Your information is never shared with any third party or put into any advertisements. You get complete peace of mind. Among other features, iPlum provides HIPAA compliance at no additional cost to its users.

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How to setup iPlum ?

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How do I setup a business account with multiple users / employees? Can I setup a central account for allocating numbers and manage their billing?

Yes, you can set up an iPlum business account and then add "Additional Lines" in it for your users centrally from the cloud-based console. How to setup an iPlum account with multiple users?

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Can I forward my iPlum calls to external mobile or landline numbers?

Yes, you can forward your iPlum calls to your landline or mobile phone numbers anywhere in the world. Call Forwarding can be setup in the iPlum app settings. iPlum’s unique call forwarding feature allows to ring three external numbers simultaneously. You can also setup time period of the day for call forwarding. How to setup call forwarding in iPlum?

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Which smartphone or tablet mobile platforms are supported by iPlum?

iPlum app is available in 23 languages in 200+ countries.

iPlum works on both iOS and Android smartphones and tablets. In addition to getting a 2nd line on your smartphone, you can install iPlum on an iPad or a tablet and convert it into a smartphone for bidirectional calling and texting.

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Helpful links:

How to setup iPlum online?

How iPlum mobile phone system with auto attendant works?

What is iPlum Toll-free number?

What is iPlum Canada number?

How to setup multiple phone numbers in my iPlum account?

How to setup Call Forwarding from iPlum to an external number?

Grasshopper Alternative: iPlum

What Is Grasshopper phone system?

Grasshopper* is a virtual phone system. The company was started as VoIP alternative to on-premises legacy phone systems for small businesses. It is an expensive solution when there many lower cost new options available with similar feature sets.
*Trademark of Grasshopper

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How does it compare vs. iPlum?

iPlum provides a communication solution which is mobile first. As more business professionals are becoming mobile, they have different requirements. iPlum can scale from a solo entrepreneur to multiple employee business solution without tying them to a desk-phone.

Customers get a local or toll-free number for U.S. / Canada to use as second line on their existing device without changing the carrier. All the iPlum plans have free phone-tree/ IVR / auto attendant and extensions to give a professional look to their business.

Our customers get carrier class reliability at iPlum i.e. you can use your carrier calling network (non-VoIP) or wi-fi/carrier-data for calling. It gives you one of the most reliable calling experience for a second line without changing your carrier.

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What is iPlum pricing vs Grasshopper?

iPlum plans are most comprehensive and includes all the features required for a business professional.

With iPlum you get second line with business features for $7.99/mo. There is no long term contract. You can cancel any time.

Our competitors charge much higher for similar level of service and features.

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Can I port my existing Grasshopper number into iPlum?

Yes, you can port your Grasshopper number into iPlum. It is easy to port your Grasshopper number into iPlum by following these steps

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How does iPlum take care of user privacy?

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How to setup iPlum ?

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I am a solo professional, Can I use iPlum? Examples

Yes, give your callers a professional tone. Setup iPlum auto-attendant & configure your extensions to dial your iPlum number. The callers will hear the greeting and by selecting your short extension they will be able to reach your iPlum number. If you don't pick up it will go to your iPlum voicemail which you will be notified via email.

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How do I setup a business account with multiple users / employees? Can I setup a central account for allocating numbers and manage their billing?

Yes, you can set up an iPlum business account and then add "Additional Lines" in it for your users centrally from the cloud-based console. How to setup an iPlum account with multiple users?

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How do I setup multiple extensions for sales, support and more for my business? Examples

You can create multiple departments with unlimited extensions ringing to same or different numbers (iPlum or external numbers).

Helpful links:

How to setup iPlum online?

How iPlum mobile phone system with auto attendant works?

What is iPlum Toll-free number?

What is iPlum Canada number?

How to setup multiple phone numbers in my iPlum account?

How to setup Call Forwarding from iPlum to an external number?

How can I message to short codes using iPlum?

HIPAA Compliance Setup

Each iPlum number has its own BAA for HIPAA compliance.

Please contact us to find the step by step process to setup HIPAA compliance for your iPlum line.

How do I cancel my iPlum number on an iOS device?

A short code, or short number, is a 5 or 6 digit number that can send and receive SMS. Short codes are used for alerts, promotions and some validations.

iPlum allows texting to short codes. When you want to initiate a message to short code remember to add "+" sign before the short code number in the To section.

Note: The app automatically shows "+CountryCode" in the "To" section when you want to send new message. You will delete the country code but keep the "+" sign and then enter your short-code.

Resolve Any Issues Before Cancellation:

Calls getting disconnected:
Use carrier network & forward calls to your regular number.
Can't hear call ringtones or receive texts:
Check device settings.‍
Don't like your iPlum number:
Change your number. ‍
iPlum number cancelled due to any reason:
Reactivate your number.‍
Getting spam calls:
Block spam numbers.

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Refund Policy:

iPlum is a low cost service. When you cancel your iPlum number plan, the plan renewal stops and you can use the service along with usage credits till the end of your current term.

There are no refunds of any type for one-time or recurring charges. These includes usage credits, monthly/annual subscription plans, feature plans, port fees etc

Due to individual privacy controls, cancellation is a self-service process. Simply follow the steps based on where you purchased your subscription.

Cancel iPlum subscription purchased using Apple iTunes:

Note: Apple doesn't allow app vendors to cancel subscriptions for their users. It has to be done by the user themselves.

1. Login to your iTunes Account on your computer or mobile device.
2. Go to Subscriptions & select iPlum app subscription. You can cancel it there.
3. https://support.apple.com/en-us/HT202039

You can always contact us if you have any question.

How do I cancel, deactivate, disconnect, delete or stop my iPlum number account?

How do I find my iPlum usage credits?

Resolve Any Issues Before Cancellation:

Calling issues Configure voice network mode for incoming & outgoing calls instead of data.
Reactivate a cancelled iPlum number: Reactivate your number.
Can't hear call ringing or receive texts: Check device settings.
Don't like your iPlum number: Change your number.
Getting spam calls: Block spam numbers free.

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Refund Policy:

Due to individual privacy controls, cancellation is a self-service process. Please follow these steps based on where you purchased your subscription.

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Details of refund policy here.

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Cancellation of number plan purchased at iPlum web portal or Google Play:

Important: Cancellation would delete all iPlum configurations. It is an irreversible process.

1. Login to https://my.iplum.com/

2. Dashboard || Users || Click iPlum Login ID of the User || More || Cancel Line.

3. This will remove the phone number plan and any associated features for that line. It is an irreversible action.

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Partial Cancellation of add-on feature plan/s purchased at iPlum web portal:

1. Login to https://my.iplum.com/

2. Dashboard || Users || Click iPlum Login ID of the User || Plans.

Select the feature or number subscription plan you want to cancel.
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Note: For partial cancellation of plans purchased via Apple App store or Google Play, please cancel it at those platforms.

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Cancellation of plans purchased using Apple App Store:

Note: Apple doesn't allow app vendors to cancel subscriptions for their users directly.

1. Login to your Apple App store Account on your computer or mobile device.

2. Go to Subscriptions & select iPlum app subscription. You can cancel it there.

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You can always contact us if you have any question.

How do I get a Canada number in iPlum?

Usage credits are consumed for calls and texts to non-iPlum users.

To see the usage details, simply go to iPlum App Settings and tap My iPlum Account >> Usage Log. Then select the month for which you want to review usage.

You will see a list of all the incoming and outgoing calls, texts and voicemail and the usage credits used.

How do I record custom initial announcement for an iOS device?

Now you can get a low cost Canada number for your personal or business use from iPlum.

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Visit: https://iplum.com/canada-number/

Please contact us to find the process to add initial announcement for your iPlum number.

How do I setup iPlum app on my device?

Download iPlum app from Apple App store or Google Play Store.
iPlum iOS App
iPlum Android App
Open the app.
If you do not have an iPlum account, click "New Account". Otherwise select "Existing users" and simply Login.
Enter the verification code which you will receive via text or phone call.
Enter your information and complete your registration.
iPlum app will request access to your Contacts, Microphone, Notifications etc. iPlum is a business application with complete privacy. Enable the permissions for correct functioning of the app.

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Helpful links:

How do you schedule a text?

All web texting features.

Schedule your texts in iPlum portal
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Send client appointment reminders.
Schedule date/time sensitive text.

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Scheduling features

You can schedule any number text for a single contact or multiple contacts to be sent in future.

Scheduling works for all types of text, multimedia.

It works for groups, broadcast or secure texting.

You can use text templates for scheduling text.

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How to setup text scheduling

Dashboard || Texting.

Click "New Text" icon, enter your text and the contact. Or schedule text in an existing conversation.

Click "Clock" icon near the send button. Here you can setup time to send this text in future (15 minutes or more in future).

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How to delete a scheduled text?

Dashboard || Texting.

You will see the tabbed bar in the middle, the last tab is "Scheduled".

Once you select it, you will see conversations which have scheduled text in the middle section. Go to the conversation which has the scheduled text you want to delete.

On your right panel for that conversation, you will see scheduled text below the purple line. Click small arrow on the line to expand it to see your scheduled text/s below it.

Hover over a text that needs to be deleted.

Click the three dots || Delete || Confirm.

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Helpful links:

Secure texting.

How does auto-text reply for texts & missed calls work?

How to setup your main iPlum number to ring multiple phones or users?

When to send auto text reply?
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Missed incoming calls.
Incoming texts when you are away.

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Where to setup auto text reply?

iPlum app: Settings || Text options || Text Auto Reply

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit) || "AUTO REPLY" panel.

Enable the toggle switch to select for incoming text and/or missed calls.

Setup hours during which the system will automatically send auto text reply:

Example: If you have business hours from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your non-business hours will be:

Mon to Fri: From = 5 PM & To = 9 AM

Sat & Sun: All Day

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Do I need to keep my app open to send auto text reply?

No, your app doesn't have to be open. The reply text is sent automatically from the iPlum network cloud.

Helpful links:

How does business hours feature work?

How to setup your main iPlum number to ring multiple phones or users?

Do Not Disturb Hours (Calls, Text)
Auto Text Reply Hours (Missed Calls, Text)

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1. Do Not Disturb (DND), Non-Business Hours

Setup hours when you want the calls to go directly to the voicemail without disturbing you. You can also silence texts and app notifications for those hours.

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Where to setup Do Not Disturb?

iPlum App: Settings || Do Not Disturb, Non-Business Hours
OR
Online iPlum Portal: Login https://my.iplum.com/.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb (Edit)

Enable the toggle switch to select for Calls and/or Text & Notifications.

Example: If you have business hours from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your Non-Business hours will look like:

Mon to Fri: From = 5 PM & To = 9 AM

Sat & Sun: All Day

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Do I need to keep my app open to manage Do Not Disturb?

Your app doesn't have to be open. The DND works automatically from the cloud.

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2. Auto Text Reply

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When to send Auto Text Reply?

Missed incoming calls.
Incoming texts when you are away.

Where to setup Auto Text Reply?

iPlum app: Settings || Text options || Text Auto Reply
OR
Online web portal: Login https://my.iplum.com/.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit)

Enable the toggle switch to select for missed and/or incoming text.

You can also setup non-business hours during which the system will automatically send auto text reply.

Example: If you have business hours are from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your non-business hours will look like below:

From: 5 PM & To: 9 AM

Sat & Sun: All Day

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Do I need to keep my app open to send auto text reply?

Your app doesn't have to be open. The reply text is sent automatically from the cloud.

Helpful links:

How iPlum mobile phone system with auto attendant works?

Change from iPlum regular number to a Toll-free number.

How does enhanced voicemail work with bigger storage and voicemail transcription?

How to create custom or professional voicemail greetings for iPlum?

The Professional or Premium plan includes voicemail transcription.

The transcription along with audio file is delivered to the user's email and it also available in both iPlum app and iPlum portal.

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How to update your plan?

Dashboard|| Users || Click iPlum Login ID of the User || Plans || Number Plan || Manage

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Helpful links:

How to change voicemail settings: ringing time, ringtones, email alerts, transcriptions?

How does iPlum backup & restore work?

How does iPlum call forwarding works?

What is the backup/archive retention policy?

All Professional plans have text archive enabled by default. Text are available in your iPlum portal for 1 year on rolling basis.

All Premium plans have text and call recording archive enabled by default. Text and recording are available in your iPlum portal for 1 year on rolling basis.

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Note: If you are on older iPlum add-on plan (pre 5/25/24), the archive is limited to 6 months on rolling basis with security and backup plan. Please upgrade your plan to latest plans.

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Important: For all plans, the archive “starts from the date” you enrolled in the plan. It will not restore previous texts or contacts or fax if that option or plan was not enabled.

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If you have older (pre 5/26/24 plans) we encourage you to update to newer plans which have higher backup/archive time period and no add-ons.

Login to iPlum portal https://my.iplum.com
Dashboard || Users || Click iPlum Login ID of the User || Plans || Number Plan
Select Professional or Premium plan.

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How do I restore my texts in iPlum app?

Note: You can restore texts older than 60 days in your iPlum portal.

iPlum App Settings || Text Options || Text Restore

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How do I restore my business contacts in iPlum app?

iPlum App Settings || Contact Options || Business Contacts Restore

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How to get usage logs online with text content ?

Click Usage Reports on the left menu. Select the “User” and “Month” to get the log of all usage for that line.

There is a text icon to the right of each text log which has the content of texts.

You can download all logs as csv file. It will download the text content which you can save.

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Pre 5/25/24 backup add-on plans (Ignore if you have latest plans):

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There are three (3) types of backup add-on plans:

Security & backup enhanced for phone line call/text ($5.99/mo paid annually or $6.99/mo paid monthly).
Includes: Security and backup for business contacts, text for phone line; unlimited secure text channels; text to email. It is mandatory for HIPAA compliance on a phone line. Text are archived for last six (6) months on rolling basis. You can download texts online in password protected iPlum portal.

Security & backup for fax ($3.17/mo paid annually or $3.99/mo paid monthly).
Includes: Security and backup for fax line. It is mandatory for HIPAA compliance on a fax line.
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Mobile communication compliance plan for financial & legal sectors ($9.99/mo paid monthly).
Includes: Security and backup for business calls, contacts, text; unlimited secure text channels; text to email, call recording. It works for financial, legal, sales and support compliance on a mobile line.

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Please contact us in case of any question.

How to setup your main iPlum number to ring multiple phones or users?

iPlum provides two (2) methods to forward calls.

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A. Phone Tree with Extensions

Using phone tree feature you can create a powerful call flow for your incoming calls to various extensions in sequential and simultaneous transfers.

* Please check separate section for iPlum phone tree setup examples.

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B. Simple Call Forwarding & Delayed Call Forwarding

You can use Call Forwarding and/or Delayed Call Forwarding feature to forward calls to external numbers or a combination of iPlum and external numbers without requiring extensions.

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Features

Forward incoming iPlum calls to 3 numbers simultaneously. If you want to forward to more than 3 numbers you can create a cascading tree flow.
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Delayed call forwarding: Accept calls, when unanswered send them to an external answering service or voicemail.
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Setup business hours for call forwarding.
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Get notifications in the iPlum app when any call is forwarded to an external number.
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Select display Caller-ID: Choose to show Origination Number (default settings) or iPlum Number as the display Caller-ID on the call receiving devices.
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Ideal for international users who want to forward iPlum calls to their international phone number if they have unstable internet connection.
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Do I need to setup call forwarding if my goal is to receive iPlum Calls on my mobile phone?

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Where do I setup call forwarding?

Online web portal: Login https://my.iplum.com/.
Dashboard || Users || iPlum Login ID of the User || Settings || Call Forwarding (Edit).

In the text box enter your iPlum number and/or additional iPlum or external numbers. If you want to forward to more than 3 numbers you can create a cascading tree flow.
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OR
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iPlum App:
Settings || Call Forwarding || Set Options.

In the text box enter your iPlum number and/or additional iPlum or external numbers. If you want to forward to more than 3 numbers you can create a cascading tree flow.

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How do I setup delayed call forwarding or forward unanswered calls to my answering service or another iPlum number?

iPlum portal:
Login https://my.iplum.com/.
Click "Dashboard || Users|| iPlum Login ID of the User || Settings || Call Forwarding (Edit) and enable it.

In the first text box enter your iPlum number.

Check "Additional Options" and select "Delayed Call Forwarding to Different Number" and enter your answering service phone number or an iPlum number or an external number.

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iPlum App:
Settings || Call Forwarding || Set Options.

In the first text box enter your iPlum number.

Check "Additional Options" and select "Delayed Call Forwarding to Different Number" and enter your answering service phone number or an iPlum number or an external number.

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Can I add my iPlum number along with external numbers for call forwarding ?

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Can I setup call forwarding with extensions like press 1 for .., press 2 for ..?

Please use iPlum phone tree feature which allows creating greeting and setup of unlimited extensions. See examples.

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Can I setup call forwarding with specific hours?

Yes, you can setup hours during which the calls will be automatically routed to the numbers listed in call forwarding settings. Outside those hours, you will receive calls at your iPlum number.

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How does call forwarding actually works? Does the call first comes into my iPlum app?

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Which caller-id will show for incoming iPlum calls when I have setup call forwarding?

You can choose to show Call Origination Number (default settings) or iPlum Number as the Display Caller-ID on the call receiving devices.

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Can call forwarding work along side phone tree?

Phone tree has in-built call forwarding mechanism which takes precedence. If you have enabled it, the call forwarding will automatically gets disabled on that iPlum number.

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How does texting work with call forwarding?

Texting is sent and received using iPlum app. Unlike calls, texts are not forwarded.

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What is the cost of calls using call forwarding or phone tree?

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Helpful links:

Change from iPlum regular number to a Toll-free number.

Setup phone tree with extensions

How does iPlum call transfer work?

How to setup your main iPlum number to ring multiple phones or users?

How to use iPlum call transfer?

While you are in the iPlum call using mobile app, press the keyboard icon in the iPlum app call screen.

Then press *7 (star 7) and enter the 10 digit phone number followed by #.

After the call is connected, press:

0 to conference.

1 to exit yourself.

2 to end call transfer.

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Note: There is no "1" before US number.

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Example

B receives incoming call from A. B wants to transfer that call to C.
(C – Phone Number: 202-123-1234).

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After A gets connected to B, B will enter *7 in their keypad followed by 2021231234#.

*72021231234 #

Then press one of these options: 0, 1, 2

0 to conference.

1 to exit yourself.

2 to end call transfer.

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A will hear Music-on-Hold.

B can talk to C for one-one conversation, then press 0 to conference C into the call with A.

Or press 1 to take itself (B) out of the bridge and let A and C have the conversation.

Or press 2 to end the call with C (keep conversation between A and B).

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Helpful links:

How iPlum mobile phone system with extensions works?

Hold a call with music?

Change from iPlum regular number to a Toll-free number.

How does iPlum multi-user team master account work?

How to setup your main iPlum number to ring multiple phones or users?

Multi-User Team Account Features:

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Add and manage additional iPlum users.
Centralized billing .
Setup auto attendant and extensions.
Configure caller-id of additional users to main phone number.
Restrict permissions of certain user features.
Centralized archive texts.
Centralized call recordings.

Note: Any iPlum account can be converted into a multi-user account.

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Step by Step Process:

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1. Signup Primary iPlum Account:

a. Click Sign in at top right corner of iPlum website.

b. Click “Get New Number” and follow the prompts to sign up. If you do not need an iPlum number for primary account, click “Choose Number Later, Create Account”.

Note: For Porting an existing number, please follow this FAQ.

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2. Setup Additional Lines/Users

‍To add a new iPlum user in your primary account:

Dashboard || Users || Click “New or Shared User (Phone/Fax)“. Create a new login-id with a mobile phone number or an email address.
The user will receive a link via phone text or email used to create their account.
Once the user clicks the link, it will require them to setup a new password.
The user is now connected to the primary account and you will see them in “Users” section.
Go to Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan. Follow the prompts to purchase the iPlum number for this user.
The user can download iPlum app, login and start using it.
Show outgoing Caller-ID as use Main Account Number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing)|| Edit (Primary iPlum number).
You can also modify user privileges: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions.
To setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Calling: Network Mode || Outgoing Calls || Use My Voice Network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Calling: Network Mode || Incoming Calls || Use My Voice Network || Enter the external phone number and save.

Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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3. (Optional) Enable Auto Attendant to setup welcome greeting and extensions for all users.

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Helpful links:

How iPlum mobile phone system with auto attendant works?

How to port my existing number to iPlum?"

How to block numbers from calling my iPlum?

How does iPlum work for iOS devices?

Futuristic Communication Solution

Business Features for Second Mobile Line on Same Phone
No need to carry two devices. Create a business line on your existing phone. iPlum has its own calling, texting, distinct ringtones and voicemail. You get a separate US, Canada or Toll-free number with great features and low cost.
Dual Mode Reliability: Carrier PSTN Network (Non VoIP) or Data for Calls.
iPlum can use your carrier PSTN calling network to route calls with carrier class reliability without relying on VoIP and still show your iPlum number as Caller-ID, Or you can switch to data network with Wi-Fi/3G/4G/LTE. You get best call quality in any situation with one of the most reliable business solution. ‍
Auto attendant and unlimited virtual extensions like phone system
‍iPlum is built using next-generation mobile cloud communications technology and one of the most cost-effective way to setup your business auto attendant with mobile extensions.‍
Call recording
Record both incoming and outgoing calls with simple interface. Additionally iPlum recording works with both call forwarding and auto attendant features.‍
Lowest cost & complete business privacy
Plans start $4.99/month. Users get highest level of security and privacy of their data which is never shared with anyone.

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How is privacy built into iPlum?

iPlum is a business class service with 100% data protection. Unlike free services which are supported with ads or they share your usage meta data, we respect your privacy and fully protect your information. Your information is never shared with any third party or put into any advertisements. You get complete peace of mind.

Are there any long term contracts?

No, our users have the freedom to start and stop iPlum low-cost service at will. There are no complicated contracts.

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Does iPlum provide Call Recording?

Yes, iPlum provides call recording feature. For compliance it includes an optional "Consent" message which you can play for incoming calls if your state requires it. You automatically get an alert via email when you have a recording which you can play in the iPlum online portal or iPlum iOS app.

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Can I get an iPlum number even if I am located Internationally?

Yes, you can get an iPlum low cost number even if you are located elsewhere in the world. iPlum makes that possible with our advanced communications platform.

Can I port my existing number into iPlum?

Yes, you can also port your existing U.S., Canada or Toll-free number into iPlum. Your rates are same as new number products at iPlum.

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How to setup auto attendant in iPlum Mobile Phone System?

iPlum brings cloud-based mobile phone system to professionals and businesses worldwide. “Press ‘1’ for Sales, press ‘2’ for Support...”

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Can I create unlimited extensions in iPlum Mobile Phone System?

Yes, you can create unlimited multiple extensions in iPlum mobile phone system. Each extension can be set to ring single or multiple numbers. You can setup simultaneous or sequential ringing. These numbers can be iPlum numbers, external domestic or international numbers. There are no restrictions. You can change extensions anytime.

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Can I get multiple phone numbers in iPlum?

Yes, you can get as many iPlum numbers as you want by creating additional lines in your iPlum primary account.

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Can I forward my iPlum calls to external mobile or landline numbers?

I have multiple users and employees, Can I setup a central account for allocating numbers and manage their billing?

Yes, you can set up an iPlum business team account to manage phone numbers and usage credits for your users centrally from the cloud-based console.

Can I use iPlum on Wi-Fi or 3G/4G/LTE?

Yes, iPlum works on any Wi-Fi or 3G/4G/LTE network around the world and uses proprietary data compression algorithms for delivering reliable, high quality voice while using minimum data bandwidth. This is especially helpful when you are traveling.

iPlum app is available in 23 languages in 200+ countries.

How does music on hold (MOH) work?

How iPlum mobile phone system with extensions works?

How to hold a call with music?

After you receive a call on any extension in a phone tree, you can put the caller on hold by pressing *8 (star 8).

You can un-hold the call by again pressing *8.

Both parties will hear music.

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Note: If you are using call recording, it is advisable to press Mute button because recording will record all sounds in the recording irrespective of hold.

Helpful links:

How to do call transfer?

How does press any key works for incoming calls?

1. How does "Press any key to accept call" works for incoming calls.

2. I want to disable this feature.

3. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

4. I want to change to internet mode for incoming calls.

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How does "Press any key to accept call" works for incoming calls

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I want to disable this feature.

Go to iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle off switch for "Press any key to accept call ". Save it.

Go to your iPlum web portal: Login https://my.iplum.com/
Dashboard || Users|| Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls(Edit) || Select Voice Network Mode.

Un-Check "Press any key to accept call (Recommended)". Save it.

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I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

Note:If you tap decline button on the ringing screen, your device will force the call to its native voicemail which is inherent hardware limitation.

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I want to change to internet mode for incoming calls.

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Internet.

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Helpful links:

How to setup Outgoing iPlum calls to flow via Voice Network?

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

How iPlum Do Not Disturb (DND) works?

How to setup your main iPlum number to ring multiple phones or users?

Where to setup Do Not Disturb (DND)?

iPlum App:
Settings || Do Not Disturb, Non-Business Hours || Set Options

Online iPlum Portal:
Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Do Not Disturb, Non-Business Hours (Edit).

Enable the toggle switch to select for Calls and/or Text & Notifications.

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What does various DND options mean?

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Do Not Disturb for Calls: This will enable Do Not Disturb for calls.

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Send call to voicemail: This option will route calls directly to your voicemail without ringing. This is most common use case of DND.

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How to setup Do Not Disturb Hours?

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Note: Do Not Disturb hours are same as setting up Non-Business hours.

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Example: If you have business hours from 9 AM to 5 PM Mon to Fri and closed Saturday/Sunday, your Non-Business hours will look like:

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Mon to Fri: From = 5 PM & To = 9 AM

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Sat & Sun: All Day

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I have setup a schedule for normal business hours but I need to override it for short periods when I am in meetings?

You can switch to "Always" option in set schedule during those times and revert to "Custom" option for normal schedule of Non-Business hours.

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Is there a visual indication in the app when my DND is enabled?

Yes, the app's top section would show when the DND is active on your iPlum line.

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Do I need to keep my app open to manage Do Not Disturb?

Your iPlum app doesn't have to be open. Do Not Disturb works automatically from the cloud.

Helpful links:

How much data is used by the app?

How to add international contact for easy calling in iPlum?

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How to add phone tree and extensions to an existing phone number?

iPlum conveniently shows your device phone book contacts in iPlum app. You can create a new contact or edit an existing contact in your device Phone book and it will show up in iPlum contacts.
Enter the number with plus sign, country code and number. Example for Australia (country code 61) enter +61xxxxxxxxx). Save it.
Simply select that contact from Contacts in iPlum app & click phone icon. It will show you the keypad with number & country pre-filled.

How to add, edit or create shared user accounts?

Option 1: Keep your number at existing carrier.

You will setup call forwarding from your existing number to iPlum number and use Auto Attendant (IVR) feature of iPlum.

Sign up a new account and get an iPlum number subscription: https://iplum.com
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Setup phone tree on your iPlum number: Tutorial: Phone Tree with Extensions
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Setup Call forwarding from your existing carrier number to the new iPlum number you have created in above steps.

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Option 2: Port your existing number to iPlum.

Steps to port number into iPlum.
iPlum provides full flexibility to users for both port-in and port-out.
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Setup phone tree on your iPlum number: Tutorial: Phone Tree with Extensions

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Will this work for mobile or landline numbers?

Yes, you can configure mobile or landline number with phone tree configuration.

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How do I handle texting if I have an existing mobile number?

If you stay with existing carrier, you can continue to do texting there. If you port your number into iPlum you can text using iPlum app.

For any questions, you can always contact us. We love to help our users.

‍I. New user creation with iPlum plan.

‍II. Shared user creation with iPlum plan.

‍III. Attach an active independent iPlum account to your master account.

IV. Bulk upload users in your iPlum account.
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V. Fax new line or port an existing number.

VI. Modify existing user information or assign this line to a different user.

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I. New user creation with iPlum plan
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Steps to add new users in your iPlum account:

Login https://my.iplum.com.
Click Dashboard || Users || New or Shared User (Phone/Fax).
Create a new login-id with a mobile phone number or an email address.
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The user will receive a link via phone text or an email to accept your invitation. They will be prompted to setup a new password.
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You will be notified via your administrator email when the user accepts your invitation. You can assign a new phone number to that user or port their existing number in their account.
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Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan (or Actions || Port Number). Follow the prompts to purchase the plan.
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The user can download iPlum app, login as "Existing User" with their credentials and start using the app.
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Optional Steps:

To show the outgoing Caller-ID as primary iPlum number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing) || Edit || Select Primary iPlum number option and save it.
You can modify user privileges: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions.
To setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use my voice network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use my voice network || Enter the external phone number and save.
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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II. Shared user creation with iPlum plan

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Calling:

a) Setup call-forwarding on main number settings to other user's iPlum numbers to receive calls on other lines. When you setup call forwarding to other numbers, include the main number as well.

b) Change each user caller-id to main number to show the same number when any user calls out.

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Texting:

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Voicemail :

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Step by Step process to add shared users in your iPlum account:

Login https://my.iplum.com.
Click Dashboard || Users || New or Shared User (Phone/Fax).
Create a new login-id with a mobile phone number or an email address.
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The user will receive a link via phone text or an email to accept your invitation. They will be prompted to setup a new password. You will be notified via your administrator email when the user accepts your invitation.
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Buy Plan: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan . Follow the prompts to buy the plan on this sub-account. The system will allocate a new iPlum number.
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Update Caller-ID: To show the outgoing Caller-ID as primary iPlum number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing) || Edit || Select Primary iPlum number option and save it.
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Call Forwarding on Primary Line: Dashboard || Users || Click iPlum Login ID of the Primary line || Settings || Call Forwarding (Edit) || Enable it || Enter main iPlum # and other user's iPlum numbers created in above steps and save it. You can enable additional options to choose if you want the primary voicemail if none of numbers answer the call. You can choose to Display Incoming Caller ID to be "Actual Calling Number" or "iPlum Number".
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‍Setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use my voice network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use my voice network || Enter the external phone number and save.
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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Note: To route calls using Phone Tree and Extensions, click this link.

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III. Attach an active independent iPlum account to your master account
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You have users who had setup their independent iPlum account but now you want to bring them under your main account:

Login https://my.iplum.com.
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Click Dashboard || Users || Click "New or Shared User (Phone/Fax)". Enter user's existing "iPlum login-id". For most users, their iPlum login-id is their physical mobile number. The name and user email can be setup based on your preference.
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The user will receive an invitation link to their iPlum login ID.
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Once the user clicks the link, it will connect them to your master account and you will see them in "Users" section.
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If they have an existing iPlum subscription via web portal, it will automatically move them to your master account billing in the subsequent billing cycle.
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If the user doesn't have an existing iPlum subscription or they have an existing iPlum plan from Apple iTunes or Google Play, you can buy them a plan in your iPlum master account. If they have an existing Apple or Google iPlum subscription, they can cancel it after your plan purchase for them. They will not lose the number:
Dashboard || Users || Click iPlum Login ID of the User || Plans. Follow the prompts.
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Optional Steps:

To show the outgoing Caller-ID as primary iPlum number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing) || Edit || Select Primary iPlum number option and save it.
You can modify user privileges: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions.
To setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use my voice network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use my voice network || Enter the external phone number and save.
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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IV. Bulk upload users in your iPlum Account

You can setup multiple users at same time. Please check this link for bulk upload instructions.

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V. Fax new line or port an existing number

You can add a new fax line or port an existing fax line to iPlum. Please check this link for adding a fax line.

Note: All sub-account users have access to the same fax line for sending faxes.

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VI. Modify existing user information or assign this line to a different user

Login https://my.iplum.com.
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Click Dashboard || Users || Click iPlum Login ID of the Line || Settings || Profile & Permissions

How to block certain numbers from contacting me on iPlum for iOS devices?

You can block certain phone numbers from calling and texting you on iPlum. It is a free feature for our users.

Please contact us to find the step by step process to block numbers in your iPlum account.

How to block or stop spam calls, text or fax in my iPlum account?

How to stop my calls being label as spam with carriers?

1. iPlum doesn't share information with any 3rd party

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2. How spammers usually work for calls, text or fax?

A spammer would randomly configure a number on some 3rd party rogue application and start texting out. For fax numbers they try to detect for fax tones.

Source: FTC - How does a robocall work?

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3. Steps to block spam numbers

Note: When you sign up iPlum number, the first thing you should do is to add that number in the Do-Not-Call list with US Government site. https://www.donotcall.gov/

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Block using iPlum Portal

Login: https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the Line || Settings || Block Numbers (Edit)
Add phone numbers to block incoming calls, text or fax from these numbers.

Wild Card blocking: Enter the first few digits ending with a star (*). This will block any numbers which match that string. Do not enter multiple stars. The star needs to be at the end of the numbers. A simple star after the country icon will block all calls, text or fax from that country. Entering 410* for US will block all numbers starting with area-code 410.
Special Numbers Blocking: Anonymous and Restricted Caller-ID numbers can be blocked here.

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Block using iPlum App

Note: This section is not applicable if you are trying to block a fax number.

Recents: Tap on the phone number & click Block icon. If the number is already in your contacts, you will see More icon and click on the "Block Number" link in details.
OR

Settings: iPlum App >> Settings >> Block Number >> Edit.
Enter the phone number to block.
(Optional) To add Wild Card blocking: Warning: Choose this option carefully since it will block multiple numbers. Enter the first few digits ending with a star (*). This will block any numbers which match that string. Do not enter multiple stars. The star needs to be at the end of the numbers. A simple star after the country icon will block all calls & texts from that country. Entering 410* for US will block all numbers starting with area-code 410.

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4. Steps to unblock numbers

Unblock using iPlum Portal

Login: https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the Line || Settings || Block Numbers (Edit)
Delete entries you don't want to block

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Unblock using iPlum App

Note: This section is not applicable if you are trying to block a fax number.

iPlum App >> Settings >> Block Number >> Edit.
Swipe left next to the phone number.

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5. Setup Free Phone Tree:

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6. Change iPlum Number:

If you want to change your iPlum number, you can do it here. There is a one-time $9.99 number change charge.

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Helpful links:

How to bulk upload contacts?

How to bulk upload new users?

Contact Upload Instructions:

You can upload multiple business contacts which will be synched to your iPlum app.

Login iPlum portal . In the left menu, click Contacts & Groups. Click bulk upload contacts button. Download the template file.
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Please do not change the header row. Add each contact in a separate row below the header row. You can add multiple phone numbers for same contact separated by comma.
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Mandatory Fields: First Name and Phone#. Other columns are optional.

Important: When you open the csv template file in Microsoft Excel or Google Sheets, you will select the phone number column formatting to "Text" and then enter the phone number with country code starting with + sign. e.g. US or Canada numbers will start with +1. You will also put a ' to preserve + sign.

Example: '+14081231234
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Once you have upload the file, you will get an email with the success or failure for each contact. If there are any errors, only those contacts will not be created.
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Contact Download Instructions:

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How to buy iPlum number or usage credits online?

Upload Instructions:

This process can simplify account creation for multiple users. It will send them invites. Once the users have accepted invitations, you can purchase plans for them in the dashboard.

Login iPlum portal and click Bulk Upload New Users. Download the template CSV file.
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Please keep the header row as is. Do not change any words in the header row. Add each new user in a separate row below the header row.
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You can enroll users using phone number or email address. There are 4 columns in the file. When using Phone # as login ID all 4 columns are mandatory. When using Email as login ID, the Phone # field is optional, rest are mandatory.
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The first column iPlum ID (phone/email) tells the system what to use when creating the login ID for that user. You will use the word "phone" or "email" in that box without quotes. The iPlum login ID has to be unique for each user.
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Second column phone number needs to be complete phone number with country code & area code.

Important: When you open the csv template file in Microsoft Excel or Google Sheets, you will select the phone number column formatting to "Text" and then enter the phone number with country code starting with + sign. e.g. US or Canada numbers will start with +1. You will also put a ' to preserve + sign.

Example: '+14081231234

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Once you have uploaded the file, you will get an email with the success or failure for each user. If there are any error rows, you can fix the errors and upload the file again.

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Further Steps at Success:

Each user will receive a link via phone text or email to accept your invitation. They will be prompted to setup a new password.
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You will be notified via email when the user accepts your invitation.
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You can assign a new phone number to the user or port their existing number in their sub-account.

Step by Step Process:

Login:
Go to the web page https://my.iplum.com on your computer or a tablet and login with existing credentials. You can also setup a new account.
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Setup Billing:
Click “Billing”. Add your payment method here. If you have set up multiple payment sources, select the one you want to use as “Default”.
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New iPlum Number Subscription:
‍Dashboard >> Get iPlum Plan. Follow the prompts.

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Add additional credits
You can add extra global usage credits in your account.

Dashboard || Users || Click iPlum Login ID of the Line || More || Add Credits

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Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

How iPlum mobile phone system with auto attendant works?

How to change a sub-account to be primary account?

There are situations when you may need to change one of your sub-accounts to be the primary login-id administrator of the account.

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Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || More || Set as Primary Line.
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Helpful links:

How to change from a local iPlum number to a toll-free number or toll-free to local?

Toll free and local number plans are separate products with different plan types. You will cancel the existing plan & get the new plan.

Login Online https://my.iplum.com
Cancel your existing iPlum subscription online.
Click: Dashboard || Users|| Click iPlum Login ID of the User || More || Cancel Line. Select immediate cancellation.

Note: If the subscription was purchased at Apple App Store or Google Play, please cancel it there separately after doing above step.
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Click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Number to setup a new subscription type.

Helpful links:

How to change iPlum Caller-ID?

What is the Caller-ID for my outbound iPlum calls?

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When you first sign up, the caller-ID is your iPlum name. You can change it any time by changing your name in iPlum portal or iPlum app.

Login to secure online portal https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Profile & Permissions
You will see different options you can edit.

Email: Click on the pencil icon next to it and update to new email. The change is instant.

Name: Click on the pencil icon next to it and update to new name. It can take up to 48 hours to propagate new Caller-ID name. Name is propagated only for local numbers.

Note: For Toll-free numbers it will show name as "Toll-free".

Caller ID (Outgoing): Click on the pencil icon next to it and choose between user's number, primary iPlum number or other iPlum numbers on the account.

How can I make a user account to show the primary iPlum number as its Caller-ID?

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Login to secure online portal https://my.iplum.com.
Dashboard || Users || Click iPlum Login ID of the user || Settings || Profile & Permissions

Caller ID (Outgoing): Click on the pencil icon next to it and choose between user's number, primary iPlum number or other iPlum numbers on the account.

Helpful links:

How to change my Password or I have Forgotten my Password?

How to change iPlum Login, Name, Email or Caller-ID?

How to change my Password or I have Forgotten my Password?

Login to secure online portal https://my.iplum.com.
Go to Dashboard || Users || Click iPlum Login ID of the User || Settings || Profile & Permissions.
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b) Email : Click on the pencil icon next to email and update new email.

c) Name : Click on the pencil icon next to name and update new name.

d) Caller-id (Outgoing): Click on the pencil icon next to caller-id. Choose between user's iPlum number or other iPlum numbers on the account.

Note: Most carriers would show both the caller name and phone number in the caller-id but some receiving carriers may show only the caller number with city & state based on their internal policies.

Helpful links:

How to change iPlum phone number for an iOS device?

Please contact us to find the step by step process to change your iPlum number.

How to change iPlum phone number?

How to block any number from calling or texting my iPlum number?

Login: Go to the web page https://my.iplum.com. ‍
Change Number:
Dashboard || Users || Click iPlum Login ID of the User || More || Change Number.
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Helpful links:

How to change or update password?

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If you know your existing password:
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Login https://my.iplum.com .Click the Small icon at top right corner, it will have an option to “Change Password”.

Helpful links:

How to change privacy settings for compliance?

What does privacy settings for compliance means?

If you work in an industry which has privacy requirements for your clients, you can hide caller's information during call ringing, text or voicemail notifications in your iPlum app.

Where to setup privacy settings for compliance?

Dashboard || Users || Click iPlum Login ID of the User || Settings || Privacy Settings for Compliance (Edit)

CALLS
Hide caller name
Hide name in call notifications. The call ringing screen on locked device will not show the caller name.

Hide caller number
Hide number in call notifications. The call ringing opening screen will not show the caller number. Instead it will show iPlum number.

TEXT
Hide sender name
Hide name in text notifications on the device

Hide sender number
Hide number in text notifications on the device.
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VOICEMAIL
Hide caller name
Hide name in voicemail notifications on the device

Hide caller number
Hide number in voicemail notifications on the device.

How to change ringtones?

How to create custom or professional voicemail greetings for iPlum?

iPlum App

Go to "iPlum App || Settings|| Ringtones || Ringtones."

Helpful links:

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

How to change voicemail settings: ringing time, voicemail to email alerts, transcriptions, size?

How to create custom or professional voicemail greetings for iPlum?

Voicemail Settings

Login iPlum portal https://my.iplum.com/.

Dashboard || Users || Click iPlum Login ID of the User || Settings || Voicemail. Click SETTINGS tab.

Voicemail: Use the toggle switch to enable or disable voicemail on your iPlum line.
Voicemail Transcription: Enable or Disable. Please update to Professional or Premium number plan to get voicemail transcription.
Ringing Time: Select either 15 or 20 seconds. If you want to send calls directly to voicemail without ringing, select "Do Not Disturb".
Voicemail To Email Alerts: Toggle ON if you want to receive alerts for voicemails.
Note: Check the box if you want to exclude calling number in email alerts for privacy and security compliance.
Note: Check the box if you have purchased Enhanced Voicemail plan but you want to exclude audio file and transcription in email alerts for privacy and security compliance.‍
Set Additional Emails For Voicemail Alerts: Enter additional emails to send voicemail alerts separated by semicolon.

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Helpful links:

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

How to change, upgrade or downgrade iPlum plan online?

Step by Step Process:

Login: Open iPlum portal on your computer or a tablet. https://my.iplum.com
Upgrade/Downgrade plan or move from Apple App Store or Google Play to iPlum portal billing:

a. Dashboard || Users || Click iPlum Login ID of the User || Plans || Number Plan (Edit).

b. Select the new monthly or annual plan which you would like to change to and and follow the prompts to complete the purchase.

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Helpful links:

How to create text signature?

How to setup your main iPlum number to ring multiple phones or users?

What is text signature feature?

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Where to setup text signature?

iPlum app: Settings || Text options || Text Signature

OR

Online web portal: Login https://my.iplum.com/

Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit) || "TEXT SIGNATURES" panel.

Enable the toggle switch to select for incoming text and/or missed calls.

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Helpful links:

How to create text templates?

How to use secure texting?

What are templates?

Many times we are sending similar text message to our clients. Templates framework provides a simple way to create multiple text templates.

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Where to setup text templates ?

Mobile app: Settings || Text options || Text Templates
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Online portal: Dashboard|| Users || Click iPlum Login ID of the Line || Settings || Text Options || Text Templates

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Which plan do I need to activate the text template feature ?

You need Professional or Premium plan to enable text templates in iPlum.

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Examples of text templates

Appointment reminder

This is a reminder for your appointment at <Date, Time>.
We are located at <Address>
From <Company name>

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Business address & hours

We are located at <Address>
Our business hours are <Hours>
From <Company name>

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We are currently closed

We are currently closed. Our staff will respond to you as soon as they are available.
From <Company name>

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Our contact info

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Helpful links:

Setup Auto text reply.

Setup text signature.

How to create web link for iPlum portal on iPhone or iPad?

How to delete a voicemail?

Create weblink on iOS device to use iPlum texting

Besides iPlum app, you can create a web link for iPlum portal on your iOS device homepage (iPhone & iPad) for texting:

Open Safari browser on your iOS device and go to https://my.iplum.com
Scroll up or down in your browser where you can see the export icon.
Tap on it & scroll its menu until you see “Add to Home Screen”. This will add an iPlum web link to your home screen
Use the home screen iPlum web link to login web portal on this device.
Enable notifications when prompted

How to change voicemail settings?

iPlum App

Open iPlum app and go to Voicemail screen.

Delete single voicemail: Swipe left and delete (iOS & Android).

Delete multiple voicemails: Click "Edit" and delete all (iOS). Long press any voicemail to show the multiple delete option (Android).

iPlum Portal

Login iPlum portal https://my.iplum.com/.

Click Voicemail icon and select the user.

Click delete icon to delete voicemails.

Helpful links:

How to create custom or professional voicemail greetings for iPlum?

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

How to do call recording using iPlum?

https://iplum.com/call-recording/

Please check here for details of iPlum call recording feature.

How to do secure texting with your clients using free account for them?

How to enable auto reload in web portal billing?

Important: Learn about different types of contacts and texting in iPlum, click this link.

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How to add a new business contact single or bulk upload?

Online portal:

Go to your “Contacts & Groups” and click “Add contact”. Here you can also create business groups and assign them to various business contacts.

iPlum portal has an option to upload multiple/bulk contacts in your iPlum account using a template file.

Click “Bulk upload contacts”. Download the template file, add contacts in it and upload the file. These contacts will be available both in the portal and iPlum app business contacts.
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Mobile app:

Go to contact screen, make sure you are in the business tab. Tap “+” to add a business contact. Here you can also create business groups and assign them to various business contacts.

Or create a business contact from device contact in mobile app:

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How to initiate secure text channel?

Secure text channels are used for bidirectional encrypted texting. iPlum provides free account for your clients.
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Online portal:

Login to the portal.
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Go to “Contacts & Groups”. Add a new business contact or use an existing contact. ‍
Select the contact and click “Secure text invite”. The system will send an invite SMS to the recipient with instructions to create a free account and accept invitation. Your client login-id is their physical mobile phone number. They can either download iPlum app to register or create an account online at iPlum portal. Both mobile app and portal access will work for them after they have created an account.
The secure channel is now active and ready for secure texting.

Mobile app:

Create a new business contact with your client’s mobile phone number or select an existing business contact in the iPlum app:
iPlum App || Contacts || Business contact tab. Tap “+” to add a new business contact. ‍
Tap on the business contact and click “more”. Click “secure text channel invite”. The system will send an invite SMS to the recipient with instructions to create a free account and accept invitation. Your client login-id is their physical mobile phone number. They can either download iPlum app to register or create an account online at iPlum portal. Both mobile app and portal access will work for them after they have created an account.
The secure channel is now active and ready for secure texting.

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App-less account for your clients.

By using above information, your clients can either create a free account online at iPlum portal or download iPlum mobile app from Apple app store or Google play.

Both mobile app and portal can be used for secure texting.

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How does your client accepts your invitation for secure text channel ?

When you initiate secure channel, iPlum system sends an invitation SMS on your behalf to your client. e.g.

Your_Name (+1xxxxxxxx) has invited you to join iPlum for secure texting. To accept, click https://my.iplum.com/xxxxxxxxxxxx

Note: Once your client clicks the link, they will see the below information on a web page to register.

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New client who never had an iPlum account before will see below:

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iPlum Secure Text Invitation

You are invited to set up a free account to communicate with your provider. You can register online at iPlum portal or by downloading iPlum mobile app.

iPlum Portal

Click link to start enrollment.
Enter your mobile phone number as login ID +1xxxxxxxx and complete registration.
After registration, click "Contacts & Groups" and look for "Secure Text Invitations" to accept invitation.
Go to "Texting" and start texting this contact. You can also download iPlum app and login as existing account.

Note: You do not need Texting Registration for free account.
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Mobile App

Download iPlum app on your mobile from Apple store or Google Play.
Click "New User". Enter your mobile phone number as login ID +1xxxxxxxxx and complete registration
After registration, look for blue colored business contact and tap to accept invitation.
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Business contact || More || Accept Secure Text Channel Invite
The secure business contact will have a shield icon for secure texting.

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An existing iPlum account user will see below:
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iPlum Secure Text Invitation

You are invited to set up a free account to communicate with your provider. You can register online at iPlum portal or by downloading iPlum mobile app.

iPlum Portal

Login to the portal with your iPlum login ID +1xxxxxxxxxx.
Click "Contacts & Groups" and look for "Secure Text Invitations" to accept invitation.
Go to "Texting" and start texting this contact. You can also download iPlum app and login as existing account.

Mobile App

Open iPlum app or login with ID +1xxxxxxxxxx.
Look for blue colored business contact and tap to accept invitation.
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Business contact || More ||Accept Secure Text Channel Invite
The secure business contact will have a shield icon for secure texting.

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How to do secure texting once setup is complete?

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iPlum Portal

Go to "Contacts & Groups".

Find your Secure contact & click it. You will see Shield icon on the right which will allow you to do secure texting with your client.

Note: If you click the messaging icon, it will go as regular SMS

Mobile App

Go to Contacts in your iPlum mobile app. Make sure the "Business" section at the top is selected.

Find the secure contact and tap it.

You will see the shield icon for secure texting.

How to delete a secure text channel?

Simply delete the “Business” contact created for that secure channel in your iPlum app or iPlum portal. Any existing conversation with that contact will not be deleted.

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How to restore secure text channels, texts, business contacts in the iPlum app?

In a situation where you need to delete the mobile app, you can restore your information:

Mobile app: Settings || Backup Options
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iPlum portal downloads your information when you login. There is no restore required.

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What are the prerequisites for secure texting, online portal contacts and online texting?

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A. You will need Professional or Premium plan. If you are on older iPlum plan, you will need Security and Backup enhanced add-on plan.

To upgrade an existing plan, go to https://my.iplum.com/

Dashboard|| Users|| Click iPlum Login ID of the Line || Plans.

Click “Number Plan” and “Manage”.

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B. Get Carrier TCR texting registration in your iPlum portal:

Go to https://my.iplum.com/ and login into iPlum account with your administrator credentials.

Menu (Left bar) || Carrier Text Registry

Instructions for TCR registration process: http://iplum.com/faq/text-messaging-registration/

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If you have any questions, please contact us.

Step by Step Process:

Login:
Login to iPlum web portal https://my.iplum.com.|
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Billing:
Click "Billing" in left menu. Add your payment method here. If your existing payment method is failing, delete it and redo the new payment method. If you have set up multiple payment sources, select the one you want to use as "Default".
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Auto Reload
Toggle green "Enable credits auto-load", set the threshold and save it.

This will allow the system to load one-time 2,000 usage credits for $19.99 when the plan credits gets exhausted for any iPlum line, and those same credits will be subsequently used as “overlay” for that line for 1 year whenever you have used your allocated monthly usage plan credits.

Helpful links:

How to fix or update billing in iPlum web portal?

You can add/update/change Credit/Debit card or PayPal payment method in iPlum portal

‍
Step by Step Process

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Login:
Login to iPlum web portal https://my.iplum.com.
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Update Billing:
Click "Billing" in left menu. Add your payment method here. If your existing payment method is failing, delete it and redo the new payment method. If you have set up multiple payment sources, select the one you want to use as "Default".
Click "Process pending payments.
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If your current billing is setup using Apple App Store or Google Play, you can move it to iPlum web portal billing:
Dashboard || Users || Click iPlum Login ID of the User || Plans || Number Plan || Change.

‍Important: After you have successfully moved iPlum subscription to the web portal, you should cancel the subscription at Apple App Store / Google Play so that you are not billed twice. iPlum doesn't have access to your Apple App store or Google Play account for cancellations.
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‍Reactivate a canceled number:
If your number was cancelled due to any reason within last 30 days you can Reactivate it. by following steps listed at the FAQ.

Helpful links:

How to get Business Associate Agreement (BAA) for HIPAA compliance?

How to get help if account is locked due to 2FA?

Make sure you have Professional or Premium plan which includes HIPAA compliance with BAA.

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Go to https://my.iplum.com/

Dashboard|| Users|| Click iPlum Login ID of the Line || Compliance || HIPAA Compliance.

Here you can download your Business Associate Agreement (BAA).

Note: If you do not have right plans for compliance, the system will prompt you to update them.

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If you have any questions, please contact us.

How to get iPlum app update from App Store instead of iCloud backup?

If you have enabled two-factor authentication on your iPlum account but locked your account for any reason, you can open a ticket with our network security team.

There is a $20 charge to manually unlock it by our security team. By following this process you give iPlum the permission to manually remove two-factor authentication on your account.

Send your request to “support@iplum.com”.

In the subject of email enter “Unlock iPlum Account for iPlum # XXXXX (iPlum_number)”.
In the body of email paste the transaction-ID or receipt # or attach your PayPal payment receipt.
In the body of email also enter the payment method used by you for your iPlum subscription in order to verify the ownership of your account. It can be the last 4 digits of card or PayPal email or your iPlum subscription renewal date.
You will get a confirmation email after our security team has manually unlocked your account.

Make payment:

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How to get iPlum number using Apple App Store or Google Play?

Please follow these simple steps to switch of iCloud backup of iPlum app and get the latest from the app store:

iPhone >> Settings >> (Apple ID, iCloud,iTunes) >> iCloud >> iCloud Drive. Toggle to disable for iPlum app.
Delete iPlum app from the device (Warning: It will delete the text messages from the app but you can still see the call and text logs in the settings when you reinstall the iPlum app).
Reboot the device.
Install fresh iPlum app from the App store. It will show as if coming from iCloud but it is new install because you had disabled iCloud backup for it.
Login using your existing iPlum credentials. It will restore your iPlum usage credits and number plan.
During installation when prompted for notifications, contacts, sounds to iPlum app, select “Enable”.

How does iPlum business team account works?

You can buy iPlum using In-App purchases at Apple App Store or Google Play.

First make sure you have installed and login iPlum app on your mobile device from the Apple App Store or Google Play.
Click Menu icon at top left corner in the iPlum app, select "Settings" and then "Purchase".
To purchase an iPlum number select "Phone Number Plan". The app will walk you through selecting a phone number and make a purchase using App Store or Google Play based on the device type.
To add usage credits select "Add Credits". The app will walk you through selecting the global credits and making a purchase using App Store or Google Play based on the device type. The usage credits are valid for one year.

Helpful links:

How to setup multiple phone numbers in my iPlum account?

How to increase or decrease iPlum voicemail storage for iOS?

Please contact us to find the step by step process to change your iPlum voicemail limits and add transcription.

How to integrate Google Voice with Phone Tree?

iPlum provides a business alternative to Google Voice with free Phone Tree or Auto Attendant solution.

Click here to find more.

How to lock or unlock an iPlum phone number?

How to block any number from calling or texting my iPlum number?

There are situations when you may need to lock an iPlum account due to employee changes.

‍

Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || Actions || Lock User.
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Helpful links:

How to make international calls using iPlum?

How to send international texts using iPlum?

You can call/text globally using iPlum App.

In the iPlum Keypad, select the country from the top left country icon. It will show you the flag & the corresponding country code.

Enter the phone number you are dialing out without the country code. The app automatically adds the country code based on the flag selected.

Do not put a Zero "0" in front of the number.

Helpful links:

How to port a number into iPlum?

1. Porting your first number to iPlum.

2. Porting additional numbers to iPlum.

‍

Check Port out instructions for various carriers before starting your port at iPlum.

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1. Porting your first number into iPlum

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If you are located international and want to port your US or Canada number to iPlum, you will use your international phone number as login ID.

Steps:

Unlock number if needed: You can port any type number to iPlum: local, toll-free, US, Canada, physical or virtual number. If you are porting a virtual number from Google Voice, Google Fi, Sideline, Smartline etc, please unlock it with them before porting it into iPlum. Traditional carriers like AT&T, Verizon, T-Mobile, Spectrum, Bell (Canada), Rogers (Canada), Telus (Canada) etc do not require unlocking before porting in most cases.
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‍
Go to https://my.iplum.com and select button "Port Existing Number". It will step by step walk you to port your number to iPlum
Note: If you have already setup an iPlum account, you can simply login to iPlum portal. Go to Dashboard || Users || Click on the login ID || More || Port Number.
‍
‍
Fill the Porting Form.
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‍Select the iPlum user where to port your external number: Select your iPlum account/sub-account where to want to port your external phone number.

Fill the form with your external porting number account details:

Name of your Current Carrier/Vendor: Enter the name of existing carrier/vendor of the porting phone number.

Current Carrier Number Type: Select Single Line if there is only one number in the account which is getting ported. Select Multi-Line if there are more numbers in the account but you are transferring only one number to iPlum.

Porting Number Type: Select Business Local, Business Toll Free or Residential based on your existing number. If you don’t know your classification, most carriers will accept if you select Business Local for any local number porting. Note: If your Toll Free is a Residential number, select Business Toll Free option.

Your Business Name / Full Name (With Current Carrier): Fill the text box as per information on your carrier bill.

Authorized Owner’s Name with Current Carrier: For businesses, it is the name of the person authorized on the account. For residential accounts it is same as the subscriber’s name.

Your Billing Account Number with Current Carrier: Enter entire account number from your existing bill. Don’t enter spaces, dashes or hyphens. If you don’t have account number, enter the phone number you are porting.

Primary Phone Number On Your Current Carrier Account (BTN): For Single Line account it is same as the number you are porting. For Multi-Line account, enter the primary phone number on the account even if you are not porting that number.‍

‍Security Code or PIN with Current Carrier: Enter the security code or pin for your external vendor account. It is mandatory if there is a security code setup on your number with current carrier. For certain digital accounts, you may need to unlock your existing number and the vendor will give you a code which you will enter here.

Service Address with Current Carrier: Please enter the service address of the phone number which you are porting. Keep in mind your service address may be different than the billing address. If you are not sure, call your vendor to get that service address. You can also request a CSR (Customer Service Record) from your vendor which has detailed address information. Enter the address split as street number, direction and street name. If there is no direction, leave it blank. Do not enter PO Box addresses as service address can’t be PO Box.
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Back-End process: Once you enter the port order, the system will do initial verification and submit the order to the losing carrier. If there is any information mismatch found by losing carrier, you will receive an email alert from iPlum. It takes approximately 1 – 7 business days to transfer a phone number into iPlum based on the carrier after the order is accepted by losing carrier. Wireless carriers do faster transfers than the landline carriers. Meantime you can continue to use your service with existing carrier. There is no downtime.
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Port Completion: You will receive an email notification when the transfer is complete and your ported number will start ringing in your iPlum app. Your ported number will replace the temporary iPlum number.
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Download iPlum app from Apple App Store or Google Play on your smartphone or tablet, login and start using it.
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‍
Check disconnect with the carrier: After your number has been successfully ported into iPlum, we advise that you call your carrier to confirm disconnect of the service and stop any further billing.
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Port-out: For any reason in future if you decide to port-out your number to a different carrier, you can easily do that by following the port-out process in the iPlum portal.

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2. Porting additional numbers to iPlum

‍

Login to your iPlum portal using your existing iPlum credentials.
https://my.iplum.com

‍
Create new user
Dashboard || Users || New or Shared User (Phone/Fax). You can choose a Phone number or Email option to create the new user account. You will get a link via phone number or email. Accept that link by creating a new password for the sub-account.
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‍
Start port process.
Dashboard || Users || Click iPlum Login ID of the User || More || Port Number. Enter the external phone number which you want to transfer into iPlum.
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Fill the Porting Form.
Select the iPlum user where to port your external number: Click the text box to select your iPlum account/sub-account where to want to port your external phone number.

Fill the form with your external porting number account details.

Name of your Current Carrier/Vendor: Enter the name of existing carrier/vendor of the porting phone number.‍

‍Current Carrier Account Type: Select Single-Line if there is only one number in the account which is getting ported. Select Multi-Line if there are more numbers in the account but you are transferring only one number to iPlum.

Porting Number Type: Select Business Local, Business Toll Free or Residential based on your existing number. If you don’t know your classification, most carriers will work fine if you select Business Local for any local number porting. Note: If your Toll Free is a Residential number, still select Business Toll Free option.

Business Name / Full Name with Current Carrier: Fill the text box as per information on your carrier bill.

Authorized Owners’s Name with Current Carrier: For businesses, it is the name of the person authorized on the account. For residential accounts it is same as the subscriber’s name.

Your Billing Account Number with Current Carrier: Enter entire account number from your existing bill. Don’t enter spaces, dashes or hyphens. If you don’t have account number, enter the phone number you are porting.

Primary Phone Number On Your Current Carrier Account (BTN): For Single-Line account it is same as the number you are porting. For Multi-Line account, enter the primary phone number on the account even if you are not porting that number.

Security Code or PIN with Current Carrier:Enter the security code or pin for your external vendor account. Normally this is the code you give your vendor when you call them to access any information on your external account. In case you don’t have one setup enter 0000. For certain digital accounts, you may need to unlock your existing number and the vendor will give you a code which you will enter here.

Service Address with Current Carrier: Please enter the service address of the phone number which you are porting. Keep in mind your service address may be different than the billing address. If you are not sure, call your vendor to get that service address. You can also request a CSR (Customer Service Record) from your vendor which has detailed address information. Enter the address split as street number, direction and street name. If there is no direction, leave it blank. Do not enter PO Box addresses as service address can’t be PO Box.
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Back-End process: Once you enter the port order, the system will do some verification and submit the order to the losing carrier. If there is any information mismatch responded by losing carrier, you will receive an email alert from iPlum. It takes approximately 2 – 7 business days to transfer a phone number into iPlum based on the carrier. Wireless carriers do faster transfers than the landline carriers. Meantime you can continue to use your service with existing carrier. There is no downtime.
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Port Completion: You will receive an email notification when the transfer is complete and your ported number will start ringing in your iPlum app. Your ported number will replace the temporary iPlum number.
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Download iPlum app from Apple App Store or Google Play on your smartphone or tablet, login and start using it.
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Check disconnect with the carrier: After your number has been successfully ported into iPlum, we advise that you call your carrier to confirm disconnect of the service and stop any further billing.
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Port-out: For any reason in future if you decide to port-out your number to a different carrier, you can easily do that by following the port-out process in the iPlum portal.
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To setup multiple lines on same phone check this FAQ.

Note: During the port process, if you have any questions, you can always contact us.

How to port number to iPlum for iOS devices?

Please contact us to find the step by step process to port your number to iPlum.

How to port or transfer a Google Voice, Google Fi or G Suite number into iPlum?

How to reactivate, reinstate or reestablish a cancelled iPlum phone number on an iOS device?

Step by Step Process to Port a Google Voice, Google Fi or G Suite Number to iPlum

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Unlock your number at Google:
Google Voice Number https://www.google.com/voice/unlock.
Google G Suite Number https://support.google.com/a/answer/9530249?hl=en.
Google Fi Number https://support.google.com/fi/answer/6079398?hl=en.
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Click Sign in at top right corner of iPlum website.
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‍
New Account Setup. Click "Port Existing Number".
Enter the Google Voice phone number which you want to transfer to iPlum. The porting number should be an active working number which you currently own.
If you get "Congratulations" screen, it means that the number can be port|
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‍Open an iPlum Account. Make sure you setup an iPlum account with a physical mobile number. It will not change anything on that number. Due to security reasons, the system won't allow to open an iPlum account with a Google Voice virtual number but once the account is setup with physical mobile number, you can port your virtual number in that account.

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Fill the Porting Form
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Select your iPlum user where to port your external number: Click the text box to select iPlum Login ID of the user where to want to port your Google Voice phone number.

Enter the Information Related To Your Google Voice Number Account.

Name of Your Current Carrier/Vendor: Enter the name of existing carrier/vendor of the porting phone number: Google Voice.

Current Carrier Account Type: Select Single Line.

Porting Number Type: Select Business Local or Residential.

Full Name (With Current Carrier): Your name.

Authorized Owners's Name with Current Carrier: Your name

Billing Account Number with Current Carrier: Google Voice porting phone number.

Primary Phone Number on your Current Carrier Account (BTN): For Single-Line account it is same as the number you are porting. For Multi-Line account, enter the primary phone number on the account even if you are not porting that number.

Security Code or PIN with Current Carrier: Enter the security code or pin which Google Voice gives you after you have unlocked your Google Voice number. If Google didn't give you any code enter "0000".

Your Service Address with Current Carrier: Your any address. Google doesn't keep any address for numbers. Do not enter PO Box addresses as service address can't be PO Box.
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‍Back-End process: Once you enter the port order, the system will do some verification and submit the order to Google. If there is any information mismatch responded by Google, you will receive an email alert from iPlum. It takes approximately 1 -3 business days to transfer a regular Google Voice phone number into iPlum. If your number is with Google Fi or Google G Suite it may take 2-5 business days as Google does additional processing. Meantime you can continue to use your service with Google. There is no downtime.
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‍‍
Port Completion: You will receive an email notification when the transfer is complete and your ported number will start ringing in your iPlum app. Your ported number will replace the temporary iPlum number.
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Download iPlum app from Apple App Store or Google Play on your smartphone or tablet, login and start using it.
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Port-out: For any reason in future if you decide to port-out your number to a different carrier, you can easily do that by following the port-out process in the iPlum portal.

Please contact us to find the step by step process to reactivate a cancelled iPlum phone number.

How to reactivate, reinstate or reestablish a cancelled iPlum phone number?

I. Self reactivation within 30 days of cancellation: $20

Reactivation is a privilege program to help our users.

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II. Manual reactivation within 30 days of cancellation: $30

III. Manual reactivation between 30 to 60 days of Cancellation: $99

Note: Sorry, no number recovery is available after 60 days of cancellation.

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I. Self reactivation within 30 days of cancellation: $20

1. Login as iPlum account administrator https://my.iplum.com

Note: In some situations it can take up to 48 hours to reactivate. You will get an email when it is complete.

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II. Manual reactivation within 30 days of cancellation: $30

Note: If the self reactivation process in section-I doesn't work for any reason, use this manual reactivation process. If we are not able to recover the number, we will refund the recovery fees.

1. Make a one-time payment for manually recovery: $30

Payment link: https://iplum.com/blog/faq/payment-30/

2. After making above payment, open a ticket online using contact form.

In that ticket description enter:

$30 payment for manual recovery.

Your PayPal transaction ID.

iPlum number to be recovered.

If we are not able to recover the number, we will refund the above recovery fees. Reactivated number is held for 5 days. If it is not claimed with an associated subscription, it will get cancelled.

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III. Manual reactivation between 30 to 60 days of cancellation: $99

1. Make a one-time payment for manually recovery: $99.

Payment link: https://iplum.com/faq/payment-99/

2. After making above payment, open a ticket online using contact form.

In that ticket description enter:

$99 payment for manual recovery.

Your PayPal transaction ID.

iPlum number to be recovered.

Important: Above is one-time number recovery fees. It is not a payment for your number subscription. Once the number is recovered, we will ask you to setup a monthly or annual subscription to swap the recovered number into it.
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3. Once we have confirmed that your number has been recovered, click “Get iPlum Number” in iPlum portal & setup a correct subscription plan on the account so that we can swap the recovered number to it. e.g. If your recovery number is a US local number, setup a US local number plan etc.

If we are not able to recover the number, we will refund the above recovery fees. Reactivated number is held for 5 days. If it is not claimed with an associated subscription, it will get cancelled.

How to reassign a line to a different user?

There are situations when you need to reassign a line to a different user or simply change login ID.

Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || More || Reassign Line. You can change the login-id to a different mobile phone number or email address. The system will send a verification code to the new login-id for confirmation. The previous user will be logged out. Here you can also change the name & email address.
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Helpful links:

How to record phone tree greeting?

How to record voicemail greeting?

Important: Please note that the Phone Tree greeting is different than the Voicemail greeting.

Phone Tree greeting is configured in the iPlum portal only.

Call Routing When Phone Tree is Enabled

Primary iPlum number called || Play phone tree greeting || Extension start ringing || Play voicemail greeting if extension phone number doesn’t pick call.

A. Text to Speech Audio (Free)

Your iPlum mobile phone tree comes with text to life-like speech service to create your main welcome greeting and announcements free of charge.

This option is available in the iPlum dashboard under phone tree greeting section.

B. Record Audio in Your Own Voice (Free)

You can record phone tree greeting and announcements free of charge in your own voice.

This option is available in the iPlum dashboard under phone tree greeting section.

C. Send Custom Sound File ($20 /file)

Setup Phone Tree with a temporary greeting and extensions.
Configure your phone tree with temporary greeting. You can leave the phone tree in pause mode. When you send us the audio file, we will replace it with your custom audio file and then you can enable the phone tree.
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Record MP3 file format with high volume. File size should be less than 1 MB.

There are many online companies like Fiverr (no association with iPlum) which has sellers who will record a professional greeting file for as low as $5. We recommend to keep your phone tree greeting below 1 minute to avoid callers hanging up.
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Send your audio file to "support@iplum.com". In the email subject enter "Phone Tree Greeting for iPlum # XXXX" (replace XXXX with your iPlum number). In the body of email paste the transaction-ID or receipt # or attach your PayPal payment receipt. If your audio files are related to announcements, please put that information in the email body. Don't forget to attach your audio file. You will get a confirmation email after our team has uploaded your custom greeting in your account.
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Payment: There is a $20 charge to digitally sign and upload custom audio file in your iPlum account.
Note: If you have multiple audio files to be uploaded, you can refresh the page and make multiple $20 payments.

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How to change voicemail settings: ringing time, ringtones, email alerts, transcriptions?

There are four (4) ways to record your Voicemail Greeting in iPlum.

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A. Standard prerecorded voicemail greeting (Free)

Note: This option is available both in iPlum app and online iPlum portal.

The female voicemail greeting comes standard with all iPlum accounts.

B. Record voicemail greeting in your own voice (Free)

Note: This option is available both in iPlum app and online iPlum portal.

Open iPlum app || Voicemail || Greeting

Online portal https://my.iplum.com/ || Voicemail || Settings

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C. Text to speech audio (Free)

Note: This option is available only at online iPlum portal.

Your iPlum number comes with text to life-like speech service to create your voicemail greeting.

Online portal https://my.iplum.com/ || Voicemail || Settings

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D. Send custom sound file to upload($20)

Send your mp3 audio file to "support@iplum.com".
In the email subject enter "Voicemail Greeting for iPlum # XXXXX". In the body of email paste the transaction-ID or receipt # or attach your PayPal payment receipt. Don't forget to attach your audio file. You will get a confirmation email after our team has uploaded your custom greeting in your account.
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There are many online companies like Fiverr (no association with iPlum) which has sellers who will record a professional greeting file for as low as $5.
File size should not exceed 1 MB.
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Payment: There is a $20 charge to digitally sign and upload custom audio file in your iPlum account.
Note: If you have multiple audio files to be uploaded, you can refresh the page and make multiple $20 payments.

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Helpful links:

How to update for enhanced voicemail with bigger storage and voicemail transcriptions?

How to release an active iPlum sub-account to be an independent iPlum account?

There are situations when an employee leaves the organization and you want to release the iPlum number to them.

Go to the web page https://my.iplum.com.
Login as administrator:
Dashboard || Users || Click iPlum Login ID of the User || More || Split to Independent Account.
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Helpful links:

How to see my iPlum purchases in Apple App Store?

How to send a document, file, photo, audio, video as SMS on iPhone or iPad?

How to send a file or document using iPlum?

Send existing files, documents, photos or videos already stored on your iOS Device

The files are containerized in each app. Let's say you want to send a file stored in a 3rd party app or documents folder in iOS app or in Camera app using SMS in iPlum app:

Select/tap the file and click "share" icon. Now select iPlum app from available options.
It will open the iPlum app text screen with the file attachment.
In the "To" box, fill the phone number or contact to which you want to send this file and click "Send" icon at the bottom of the screen.

Take new photo, audio, video in iPlum app and send using SMS

Note: You need to allow iPlum app to access your Camera for this to work. In iOS, go to Settings > iPlum app and grant access to Camera.

Open iPlum app text screen.
Open new message or existing conversation.
Click "clip" icon at the bottom left of screen. It will open a container with different options: Templates, Audio, Video, Gallery, Map.
Select your option and create your attachment.
In the "To" box, fill the phone number or contact to which you want to send this file and click "Send" icon at the bottom of the screen.

How to send international texts using iPlum?

How to make international calls using iPlum?

You can call/text globally using iPlum App.

Note: The app automatically adds your iPlum signup country code in the "To" box when you start entering the phone number.

You can simple erase it and enter the international phone number you want to send text with + country code.

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Example: Your iPlum signup country code is US (+1) and you want to send a text to UK number (+44). You will simply erase +1 in the "To" box and enter +44 with the UK number.

International SMS rates are available in the iPlum app settings.

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Helpful links:

How to setup "Out of Office" message in iPlum?

How to setup Do Not Disturb in iPlum?

Login: https://my.iplum.com on your computer or a tablet.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Voice Announcement Before Ringing, Out Of Office (Edit) .
Enable feature switch toggle to green color.
Type your out-of-office message as text-to-speech or create a custom audio file.
Optional: Setup "Do Not Disturb" (DND) for your iPlum number to stop ringing for any call when you are out of office.

Helpful links:

How to setup 2 or more iPlum numbers on same device?

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Texting:

You can send & receive text for primary number in iPlum app. For your secondary numbers you can text online at iPlum portal https://my.iplum.com

Or you install iPlum app on a different phone or tablet.

Note: If you need live help or technical consulting for your advance setup, you can book a paid video call with our in-house specialists using this special link. They will walk you step by step.

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Example setup:

Let's say you have already setup an iPlum phone number X. Now you want to purchase an additional iPlum number Y. The goal is to receive calls from both numbers on the same device.
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You can repeat this process for any number of additional iPlum phone numbers on one device.

A. Setup Additional iPlum Number (Y).
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Note: If you have already purchased additional iPlum number, you can skip this step.

Login to your primary iPlum Account online.
Dashboard || Users || New or Shared User (Phone/Fax). Create a new user with an email address as login-id.
Click the link you receive in SMS or Email to setup new password for this user. The additional user is now connected to your primary account.
Dashboard || Users || Click iPlum Login ID of the new user.
Click "Get iPlum Plan" to setup a new iPlum number for this user. Lets say that number is Y.

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B. Setup Simple Call Forwarding on Y.
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Login to your primary iPlum Account online.
Dashboard || Users || Click the iPlum Login ID of the new user - where you want to setup call forwarding (Y) || Settings || Call Forwarding (Edit).

1. Enable Call Forwarding by toggle switch.
2. Enter X iPlum number.
3. Select Incoming Caller-ID Number: Show user iPlum Number.
4. Get notification in iPlum app (Not recommended) : Leave it unchecked.
5. Advanced Options 2nd Level: Use iPlum Voicemail. This will make sure the call gets routed to its own iPlum voicemail for that number.

‍C. Setup Voice Network mode on primary iPlum number X:
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Voice network mode generally has best call quality.

Dashboard || Users || Click the primary line login ID || Settings || Calling Network Mode: Incoming Calls (Edit)

Click "Use My Voice Network" and enter your physical mobile number.

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D. Voicemail Greeting:
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You can setup voicemail greetings in your own voice for each account in the iPlum portal.

Dashboard || Users || Click the iPlum Login ID where you want to setup Voicemail greeting || Settings || Voicemail

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E. Which account should I be logged into my iPlum app? :
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Always login as your primary account X to receive calls from both primary (X) and additional iPlum number (Y).

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F. Voicemail Transcriptions:
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You can receive voicemails via email as audio file attachment along with voicemail text transcriptions. Please check this FAQ for voicemail transcription via email.

How to setup a fax line, send and receive faxes?

G. Business Hours:
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You can setup business hours on each line using Do-Not-Disturb option at the iPlum portal.

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H. Outgoing calls:
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To make any outbound call from any iPlum number to show its caller-id, you will login as that account in your iPlum app.

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I. Texting:
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You can send & receive text for primary number in iPlum app. For your secondary numbers you can text online at iPlum portal https://my.iplum.com

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If you have any questions, you can always Contact us.

How to setup advanced password policy?

A) I have an existing iPlum phone line account.

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I. New fax line

Login iPlum portal https://my.iplum.com/.
Click: Dashboard || Users || New or Shared User (Phone/Fax). Use an email address to setup a new user which will be used for setting up fax.
Once the user is created, click: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan

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II. Port an existing fax number

Login iPlum portal https://my.iplum.com/.
Click: Dashboard || Users || New or Shared User (Phone/Fax). Use an email address to setup a new user which will be used for setting up fax.
Once the user is created, click: Port Number || Port-In form

B) I do not have an existing iPlum phone account.

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I. New fax line

Go to https://iplum.com/.
Click “Sign in” at top right corner.
Under New Account Setup, click white button “Get New Number”
Search the number you want and select the fax plan to complete the purchase.

II. Port an existing fax number

Go to https://iplum.com/.
Click “Sign in” at top right corner.
Under New Account Setup, click white button “Port Existing Number”
Follow the prompts to create an account, fill the port form and select the fax plan to complete the purchase.

C) How to send and receive faxes using iPlum?

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I. Sending fax

Go to https://my.iplum.com/.
Existing user login.
In the left menu bar, you will see "Fax" option.
Select tab "SEND" to initiate your fax.
Enter the fax number and attach the file you want to fax. You can select a cover sheet if you would like.

II. Receiving fax

You will get an email when there is a fax waiting for you.
Go to https://my.iplum.com/.
Existing user login.
In the left menu bar, you will see "Fax" option.
Select tab "RECEIVED" to download your fax.

How to setup call forwarding from external number to iPlum number while travelling?

Advanced password policy:

The account administrator can setup advanced password policy applicable to all users.

Login to your iPlum online account https://my.iplum.com.
Click: Password Policy on the side menu.

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POLICY SETTINGS

Requires Login Password (Mandatory)
Enable Two-Factor Authentication (2FA)
A text/email will be sent with a code to user's login-ID.
Enforce Password Complexity
Minimum 8 characters with mandatory uppercase letter, lowercase letter, number and a symbol.
Set Password Expiration
Users will be required to change password every 90 days.
App Passcode
Warning: Users will be required to setup an app passcode and will be prompted every time app is accessed.

How to setup iPlum APIs for getting automatic usage logs?

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T-mobile, Sprint or other mobile & landline carriers have similar instructions. Please check with your provider for setting call forwarding.

How to setup incoming iPlum calls to flow via voice network instead of data?

iPlum REST API

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Setup iPlum API:

Login into iPlum console and select “iPlum API” on the left menu bar.
In the center of the page, Enable API Access Status using the button. The system will ask permission to proceed. Click “Yes”.
Important: You will be presented your Secret Key only once. Download your API Access Key & Secret Key and store at a secure location. If you lose the secret key, you must generate a new key and reset the process.
You will use the key pair to pull iPlum usage logs. Click “Close”.
Callbacks: iPlum can put usage logs directly to your server without having to pull them via API calls. You still need to setup the above process in order to enable the capabilities:

If you have any questions, you can always Contact us

1. How does this feature work?

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2. How to enable voice network mode for incoming calls?

3. How to ensure the unanswered calls go to iPlum voicemail & not personal voicemail in this mode?

4. I am not seeing the caller’s phone number during incoming calls OR I am seeing my own name for inbound calls instead of calling party?

5. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

6. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

7. Disable voice network mode & instead use internet for incoming calls?

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1. How does this feature work?

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2. How to enable voice network mode for incoming calls?

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Voice Network.
Enter your physical mobile phone number where iPlum app is installed.
Click “Save & Set Distinct Ringtone” || Ringtone: Change from default to a new Ringtone || Done.

Online web portal:
Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Voice Network.
Enter your physical mobile phone number where iPlum app is installed, Check box "Press any key to accept call (Recommended) and save it

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3. How to ensure the unanswered calls go to iPlum voicemail & not personal voicemail in this mode?

Please read this section: How to stop iPlum calls going to my personal voicemail

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4. I am not seeing the caller’s phone number during incoming calls OR I am seeing my own name for inbound calls instead of calling party?

Please enable “contacts” permission for iPlum app on your iPhone or Android device settings. It is required for correct caller-id management.
Check your device phone book. Make sure there is no contact created with your name & your iPlum number together.
Note: If you are using IVR, there is option in Advanced Settings to choose between “Actual calling number” and “Main account iPlum number”. Please update that selection to “Actual calling number”.

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5. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle off switch for "Press any key to accept call ". Save it.

Go to your iPlum web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlumLogin ID of the User || Settings || Call Mode: Incoming Calls (Edit)|| Select Voice Network Mode.

Un-Check box"Press any key to accept call (Recommended)". Save it.

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6. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

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Note:If you tap decline button on the ringing screen, your device will force the call to its native voicemail which is inherent hardware limitation.

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7. Disable voice network mode & instead use internet for incoming calls?

If for some reason you need to disable voice network mode for incoming calls:

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Internet.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use My Internet

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Helpful links:

How to setup Outgoing iPlum calls to flow via Voice Network?

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

How to setup main iPlum number to route calls to multiple phones or users?

I. Route calls to multiple devices/users using Phone Tree and Extensions.

There are two (2) types of configurations available to route main iPlum number to multiple phones or users.

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Configurations:

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II. Route calls to multiple devices/users with Simple Call Forwarding.

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I: Route calls to multiple devices/users using phone tree and extensions.

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Summary:

Setup a master account with main iPlum number and add users with local iPlum number subscription for each user.
Users will install iPlum app on their devices and login with their distinct login IDs.
Using this approach when a caller dials your main iPlum number they will hear your welcome phone tree greeting.
They will be presented with option to dial extensions. One extension can ring one device or multiple devices.
All users can make & receive calls simultaneously.

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Detail setup: Phone tree click here

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II: Route calls to multiple devices/users with simple call forwarding.

Summary:

Setup a master account with main iPlum number and add users with local iPlum number subscription for each user.

Users will install iPlum app on their devices and login with their distinct login IDs.

All users can make & receive calls.

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Detail setup:

Login https://my.iplum.com.
Click Dashboard || Users || New or Shared User (Phone/Fax).
Create a new login-id with a mobile phone number or an email address.
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The user will receive a link via phone text or an email to accept your invitation. They will be prompted to setup a new password. You will be notified via your administrator email when the user accepts your invitation.
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Buy Plan: Dashboard || Users || Click iPlum Login ID of the User || Get iPlum Plan . Follow the prompts to buy the plan on this sub-account. The system will allocate a new iPlum number.
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Update Caller-ID: To show the outgoing Caller-ID as primary iPlum number: Dashboard || Users || Click iPlum Login ID of the User || Profile & Permissions || Caller-ID (outgoing) || Edit || Select Primary iPlum number option and save it.
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Call Forwarding on Primary Line: Dashboard || Users || Click iPlum Login ID of the Primary Line || Settings || Call Forwarding (Edit) || Enable it || Enter main iPlum # and user's iPlum numbers created in above steps and save it. You can enable additional options to choose if you want the primary voicemail if none of numbers answer the call. You can choose to Display Incoming Caller ID to be "Actual Calling Number" or "iPlum Number".
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‍Setup voice network mode for best call reliability :
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use my voice network || Enter the external phone number and save.
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Incoming Calls (Edit) || Use my voice network || Enter the external phone number and save.
Note: Voice network mode maintains iPlum Caller-ID for all iPlum calls.

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How to setup outgoing iPlum calls to flow via voice network instead of data network?

How to setup Incoming iPlum calls to flow via Voice Network?

How does this feature work?

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Enable voice network mode for outgoing calls?

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Outgoing Calls || Use My Voice Network. Enter your mobile phone number and save.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Voice Network. Enter your mobile phone number and save.

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Why does it show an intermediate iPlum number when using voice network mode?

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How to disable voice network mode & instead use wi-fi or carrier data for outgoing calls?

If you are travelling internationally or permanently located outside US/Canada, you can disable voice network mode.

iPlum App:
iPlum App || Settings || Call Mode: Voice Network or Internet Data || Outgoing Calls|| Use My Internet.

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Call Mode: Outgoing Calls (Edit) || Use My Internet

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Troubleshooting

I have enabled voice network mode but it still won’t work?

Make sure you have not enabled “restricted” option for your carrier mobile phone number caller-id or setup your carrier phone number caller-id to “anonymous”.
Make sure you are using the same carrier phone number where the app is installed in iPlum outbound carrier settings. If you put a different phone number it will not work.
Please enable “contacts” permission for iPlum app on your iPhone or Android device settings for correct caller-id management of iPlum calls.

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Helpful links:

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

How to setup text to email?

How to setup your main iPlum number to ring multiple phones or users?

What is text to email feature?

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Where to setup text to email?

Online web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlum Login ID of the User || Settings || Text Options (Edit) || "TEXT TO EMAIL" panel.

Enable the toggle switch for "Receive email alerts for incoming text".

For privacy you can suppress texting number and/or text content.

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What are the prerequisites for this feature?

This feature requires that you have Professional or Premium plan. You can upgrade in "Plans" section of your iPlum portal.

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Can I send incoming text to other users in my organization?

Yes, you can add other iPlum users to receive incoming texts on your iPlum number by adding the users in this panel. Each user needs to have an iPlum number with enhanced backup plan.

Helpful links:

How to setup voice announcement before ringing or out of office greeting?

How to stop any incoming calls are going to my personal voicemail?

Important: "Voice announcement before ringing or out of office greeting " is different than Voicemail greeting or Phone tree greeting.
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This recording will play to the caller before the call starts ringing to the recipient.

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Use Cases

Alert caller before the ringing starts.
Examples: "Please wait while the system finds me..." OR "Please wait while we connect your call to an agent..."

Out-of-Office. Examples:
"Vacation Alert. I am out of office and will be available starting..."

Where to setup voice announcement before ringing?

Dashboard || Users || Click iPlum Login ID of the User || Settings || Voice Announcement Before Ringing, Out of Office(Edit)

How to record voice announcement before ringing?

A. Text to Speech Audio (Free)

Your iPlum number comes with text to life-like speech service to create your announcement free of charge.

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B. Record in your own voice (Free)

Dashboard || Users || Click iPlum Login ID of the User || Settings || Voice Announcement Before Ringing (Edit) || Add New Announcement || Record Your Audio

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C. Send us your Custom Sound File to be uploaded ($20)

Record MP3 file format with high volume.
It is a good practice to keep it 60 seconds or less.
Note: There are many online companies like Fiverr (no association with iPlum) which has sellers who will record a professional announcement file for as low as $5.

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Note: File size should not exceed 1 MB.

Send your audio file to "support@iplum.com".
In the email subject enter "Voice Announcement Before Ringing for iPlum # XXXXX". In the body of email paste the transaction-ID or receipt # or attach your PayPal payment receipt. Don't forget to attach your audio file. You will get a confirmation email after our team has uploaded your call Connecting announcement in your account.
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Payment: There is a $20 charge to digitally sign and upload custom audio file in your iPlum account.
Note: If you have multiple audio files to be uploaded, you can refresh the page and make multiple $20 payments.

1. How to stop iPlum calls going to personal voicemail

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2. I have enabled Voice Network mode for incoming calls but my calls are still going to personal voicemail?

3. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

4. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

5. I want to change to internet mode?

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1. How to stop iPlum calls going to personal voicemail?

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We highly recommend you enable "Press any key to accept call" feature for your Voice Network call mode for Incoming calls.

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iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle on switch for "Press any key to accept call ". Save it.

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Please ensure that you have below correct device settings for iPlum App.

iPhone or Android || Settings || iPlum App ||Notifications: Enable

iPhone or Android || Settings || iPlum App || Contacts: Enable

iPhone or Android || Settings || iPlum App ||Microphone: Enable

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2. I have enabled Voice Network mode for incoming calls but my calls are still going to personal voicemail?

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3. I want to keep Voice network mode but disable the feature: Press any key to accept calls?

iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls|| Use my Voice Network Mode || Toggle off switch for "Press any key to accept call ". Save it.

Go to your iPlum web portal: Login https://my.iplum.com/
Dashboard || Users || Click iPlumLogin ID of the User || Settings || Call Mode: Incoming Calls (Edit)|| Select Voice Network Mode.

Un-Check box"Press any key to accept call (Recommended)". Save it.

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4. I have disabled feature "Press any key to accept calls" and now some calls are going to my personal voicemail. How do I stop that?

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Note:If you tap decline button on the ringing screen, your device will force the call to its native voicemail which is inherent hardware limitation.

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5. I want to change to internet mode?

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iPlum App || Settings || Call Mode: Voice Network or Internet Data || Incoming Calls || Use My Internet.

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Helpful links:

How to setup Incoming iPlum calls to flow via Voice Network?

How to setup Outgoing iPlum calls to flow via Voice Network?

How to setup your main iPlum number to ring multiple phones or users?

Change from iPlum regular number to a Toll-free number.

How to stop my calls or number being label as spam with carriers?

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https://www.freecallerregistry.com/fcr/#submitform

iPlum provides you a dedicated business line.

For outgoing calls, iPlum sends your iPlum name & number as Caller-ID in every call by default.

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If your outbound calls are getting mischaracterized by some carriers and marked as spam, you can use this form to update your caller-id information.

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Note: Contact Name, Phone, Company, Email, Calling Company Name, Address, URL is your information on this form so that the carriers recognize you as the rightful owner of this number.
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Additional helpful links:

How to stop receiving spam calls or text to your iPlum number?

How to stop spammers by creating free phone tree?

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Note: You can also block specific numbers for both calling & texting using iPlum spam blocking feature .

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1. Initialize Phone Tree

Click “Dashboard || Phone Tree & Extensions” and click “Setup Phone Tree” (Only required first time).

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Profiles are NOT your business hours. Business hours are configured in “Do Not Disturb” module in Settings.

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3. Phone Tree Greeting

Sample greeting text:
Welcome and thank you for calling Mary’s consulting company where we design beautiful houses. Please press 1 to reach Mary, To hear these options again, please press 9.

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4. Extensions

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Add Extensions

Click “Add Extension”. Enter: 1; select type as “Ring Single iPlum Number” and select your iPlum # or “Do not Ring. Send to Primary Voicemail” (If you want the call to go directly to voicemail).
Click “Add Extension”. Enter: 9; select type as “Repeat Greeting”.

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5. Advanced Phone Tree Settings

It is advisable to keep other timers and counts with their default values.

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6. Enable or Disable Phone Tree

Click “Save Configuration” button at the bottom of page and Toggle Enable switch green to enable Phone Tree.

Note: If you want to disable or by-pass Phone Tree, toggle the Enable switch to red.

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Helpful links:

Voice Network Mode - Incoming Calls

Voice Network Mode - Outgoing Calls

How to transfer your number subscription to iPlum web portal billing?

Step by Step Process:

Login to iPlum web portal https://my.iplum.com.
Setup Billing:
In the left bar menu, click "Billing". Add your payment method here. If you have set up multiple payment sources, select the one you want to use as "Default".

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‍If your current iPlum subscription is setup with Apple App Store or Google Play, you can move it to web portal billing:
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‍Dashboard || Users || Click iPlum Login ID of the User || Plans || Number Plan || Edit
Select the plan and follow the prompts to complete the purchase. We have both monthly and annual plans available. Your iPlum number will not be cancelled.

The system will not move your subscription to iPlum portal until you make this purchase because App Store & Google Play are different billing systems.
Important: After you have successfully moved iPlum subscription to the web portal, you should cancel the subscription at Apple App Store / Google Play so that you are not billed twice. iPlum doesn't have access to your Apple App Store or Google Play account for cancellations.
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‍Reactivate a cancelled iPlum number:
If your number was cancelled due to any reason within last 30 days you can Reactivate it by following steps listed at this FAQ.

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Helpful links:

How to update my iPlum name and email?

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