Telephone Answering Archives - Moneypenny

If you’re an iOS user, you can turn Voicemail transcriptions on by going to Settings > Voicemail transcription settings > Turn On/Turn Off. You will then be prompted to call the ‘Moneypenny Turn On’ contact, which has been added to your contacts on your mobile phone. This call is free, and sets up the necessary diverts with your mobile network that Voicemail transcriptions require to work.

If you’re an Android user, you can turn Voicemail transcriptions on by going to Settings > Voicemail transcription settings > and by clicking on the ‘Turn On’ button. This will set up the necessary diverts with your mobile network that Voicemail transcriptions require to work.

What is the blocked list?

If there are certain callers you do not wish to speak with, such as unsolicited callers, you can add them to your blocked list and this will ensure that their calls ring out.

What is In-app calling and how does it work?

Receive calls via the internet on your app using VoIP technology – simply visit the Moneypenny app and activate this feature within Settings. If you have requested calls to be transferred to your mobile, your PA will try to connect via your app first. If you do not have Wi-Fi or 4G, we will then call your mobile device. Any calls connected through the Moneypenny app will not incur transfer charges.

Will you contact or share information about my contacts to third parties?

We promise to never approach any of your contacts or pass their details on to any third parties.

Why do you ask for access to my contacts?

The Moneypenny app requires access to your contacts for the following reasons;

Recognised contacts will be displayed in your calls & messages – you’ll see caller names, not just numbers.
You will be able to make outbound calls to your contacts using the ‘My PA’ dialler.
You will be able to add your contacts to your VIP list with ease.

What features are included?

The Moneypenny app includes the following features:

Access your Moneypenny calls & messages
Update your Status manually or use GPS to automate it
Keep in touch with your PA and let them know what to inform your callers
Enable call recording for easy reference
Add important customers to your VIP callers list
Block unwanted callers and set them to ring out

Can I change my voicemail greeting?

Yes, you can change your voicemail greeting at any time. To do this, open the Moneypenny app and go to Settings > Voicemail transcription settings > Record voicemail greeting. Follow the instructions on screen to record and save your new message. To activate this, head to Saved Greetings and select it from the screen.

How do I enable GPS on a Status?

When adding a Status, simply switch the GPS feature on. You will be prompted to set the GPS location for the Status, as well as what you would like this to be updated to when you leave this location.

What are the additional features and how much do they cost?

In addition to the standard service, you can also add the following features:

Voicemail transcriptions – receive transcriptions of your voicemails, just as if they were text messages for just £5 per month.
Outbound calling – make outbound calls from your business number on your mobile. Calls are charged at 2p per minute for calls to a landline and 9p per minute for calls to a mobile. International calls will be charged at 50p per minute.
In-app calling – receive calls transferred by your Moneypenny PA within the app, free of charge.

What is the VIP list?

The VIP list allows you to notify your PA of important callers. You can add notes so your PA knows exactly how you’d like their calls to be handled (e.g. always put through to my mobile).

How do I turn Voicemail transcriptions off?

If you’re an iOS user, you can turn Voicemail transcriptions off by calling the ‘Moneypenny Turn Off’ contact, which is added to your contacts on your mobile phone when you turn on Voicemail transcriptions. This call is free, and cancels the diverts that were set up to activate the service.

If you’re an Android user, you can turn Voicemail transcriptions off by going to Settings > Voicemail transcription settings > and by clicking on the ‘Turn Off’ button. This will cancel the diverts that were set up to allow Voicemail transcriptions to work.

What is Outbound calling and how does it work?

The dialler available within the Moneypenny app allows you to make an outbound call via your business number. If you have more than one business number through Moneypenny, you can choose which one you wish to display. You also have access to your contacts and VIP callers on your dialler screen, so you can call them with just one click.

How do I access my Voicemail transcriptions?

You can view your Voicemail transcriptions on the Calls & messages tab on your app. They will be listed with the most recent appearing first.

How do I activate / deactivate In-app calling?

You can easily turn In-app calling on and off via the Settings screen.

Are my contacts kept private?

Yes. We value your privacy and will never contact or share your contacts with any third parties.

I’m unable to set up my Voicemail transcriptions divert, why is this?

Setting up your divert and turning Voicemail transcriptions on is very straightforward. However, there are some situations in which it will not be possible to set up the necessary diverts, such as:

Your network provider will not allow diverts to be set up. This means that it will not be possible for you to use the Voicemail transcription feature.
If you try turning Voicemail transcriptions on when using Wi-Fi calling, you may encounter an error. Disable Wi-Fi calling and try again.

We recommend that you contact your mobile network provider for support if you continue to have issues setting up your Voicemail transcription divert.

What are Voicemail transcriptions and how accurate are they?

Voicemail transcriptions are text versions of the voicemails you have received from your callers. When this service is enabled, any voicemails you receive from then on will include the sound file and full text for that message. This allows you to clearly see the message from your caller without needing to listen to the sound file. A combination of cutting-edge technology and real people ensures they are always accurate.

My Moneypenny Turn On and/or Moneypenny Turn Off contacts are missing from my contacts, what do I do?

Simply open the Moneypenny app and go to Settings > Voicemail transcription settings > Turn On/Turn Off. This will automatically re-add the contacts to your phonebook. This also applies if the numbers are deleted from your contacts.

What happens to the voicemail provided by my network provider?

When you activate Voicemail transcriptions, your standard voicemail will be replaced by a Moneypenny greeting. When you miss or reject a call on your mobile, your caller will go through to this voicemail and we will then transcribe this message for you. These voicemail messages will be shown alongside your PA messages in the Moneypenny app.

If I’m going to be busy, are there any discounts available?

You can switch to a larger call bundle. Simply inform Moneypenny before your next invoice is sent out.

What happens out of hours?

From 6.00pm until 8.30am the next morning, your calls will divert to our voicemail system, where your Moneypenny PA has recorded a personalised greeting message for you. For telephone answering support outside of these hours, talk to us about our evening, weekend and 24/7 solutions.

Does Moneypenny keep a log of my past messages?

Your Moneypenny PA has a log immediately to hand. You also have, via your Online Portal and App, access to a realtime updated log of all calls and messages from the past three months.

Can I meet my Moneypenny PA?

Yes, we encourage this as much as possible. Please feel free to drop into our Wrexham office whenever suits you. We make great coffee! Moneypenny, Western Gateway, Wrexham, LL13 7ZB.

Are there any long-term contracts?

No – we know you don’t want to be tied into a long-term contract. All of our smaller Telephone Answering and Live Chat schemes (inclusive of 150 minutes or chats and below) have a minimum contract length of three months. Thereafter, we require one month’s notice to close your account from the date of your next invoice. Our larger schemes (250 minutes or chats and above) require a six-month commitment and one month’s notice.

Can you receive faxes on my behalf?

Yes – our Fax-to-Email service sends them straight to your inbox. Prices start from £12.50 per month.

What if my Moneypenny PA is engaged when a calls comes in?

Your call is passed to one of their three teammates. That person has all your information in front of them prior to answering the call. All Moneypenny PAs work in small groups of four to ensure continuity of service.

What if two callers ring my business at the same time?

Don’t worry, neither of them will hear an engaged tone – there is no limit to the number of calls that can be diverted simultaneously.

If you put calls through to me, how much does the call cost?

You are charged by the minute at the standard BT rate.

Are all my calls answered by Moneypenny?

This is up to you – you control the divert facility on your telephone line via your phone’s keypad. You can choose to send all calls, or just the ones when your line is engaged or unanswered.

How does Moneypenny know who the call is for?

You are given a divert number that is unique to you. Any calls received on that line will make your screen pop up here at Moneypenny and the call will be answered in your company name.

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