How do I reach CallSprout support, and what should I include?

Support comes from the same CallSprout team in West Palm Beach, Florida that sets up your system. Reach us whichever way suits you.

Ways to reach us

• Call toll-free: 844-889-VOIP (8647)
• Call locally: 561-500-VOIP (8647)
• Email: support@callsprout.com

The support page lists every way to reach us.

If your office phones are down, call from a cell phone.

What to include in your request

The more we know up front, the less we have to ask. Send as much of this as you can.

1. 1
   Step 1:

   Tell us who you are

   Include your name, your company and the best number to reach you.
2. 2
   Step 2:

   Name the extension

   Give the extension that has the problem. If it affects several people, list them.
3. 3
   Step 3:

   Say when it happened

   Give the date and the approximate time of the call, with your time zone.
4. 4
   Step 4:

   Give the numbers involved

   Include the number you dialed, or the number that called you. Add who the call should have reached.
5. 5
   Step 5:

   Describe the device or app

   Say whether you were on a desk phone, Communicator on a computer, in a browser, Communicator GO or Communicator in Teams. Add the desk phone model if you know it.
6. 6
   Step 6:

   Describe what happened

   Tell us what you expected and what you got instead, and whether it happens on every call or only some. Copy any error message word for word.
7. 7
   Step 7:

   Attach a screenshot

   Send a screenshot of the error, or a photo of your desk phone's screen.
8. 8
   Step 8:

   Add call quality details

   For a call that sounded bad, open the call quality panel in your app during the call if it has one, and send a screenshot. Attach any call quality log your app lets you export.

Don't send passwords or voicemail PINs by email.

What we can help with

Bring us troubleshooting questions, and changes to your setup such as new numbers, calling permissions, app access and Communicator in Teams. We also help with desk phones, emergency address updates and network assessments, and we can walk your admin through users, greetings and holiday routing.

If a phone moves or someone starts working from a new place, tell your admin. Your admin asks CallSprout support to update the emergency address.

If you can't find a setting this help center describes, contact support and we'll set it up for you.