Phone FAQs

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Phone setup

What do I do if I am unable to register and verify my number? When you register your number with Metaview on your https://my.metaview.app/settings page, you can opt to receive an automated phone call instead of an SMS (text) message with the verification code. Note that if you use a shared office number, you should select Yes to “Do other people on your team also use this number?”. You will then add your extension (or have one assigned to you). This extension number will identify you when you call the Metaview switchboard in the future. Please also ensure that you set up your outbound number (the one that appears on the caller’s call display), not your direct dial inbound number.

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Troubleshooting

Where are my notes from my phone call? Your notes should be available within 5 minutes with Metaview account associated with the number that made the call. If you have not received an automated email notification, you should first check your Metaview account in case of an email delivery issue. If your notes are not available on your account please check the following:

1. Did you register your phone number before making the call? Check your account settings. If not, please register your number with Metaview first and contact support for additional assistance to help with the recovery of your call.
2. Is your registered number different from your outbound number? If yes, please contact support for additional assistance.
3. Did you use a feature to hide your number? This feature must be disabled for Metaview phone to work.
4. Was the call longer than 1 minute? Very short calls are not processed. Metaview will process but will not send email notifications for calls with a duration of 1 to 4 minutes.
5. Did you use 3-way calling or conference call feature? This feature is not supported, and Metaview would not have correctly joined and captured your conversation.

If you require additional assistance, please reach out to support@metaview.ai and provide the following details so that we can check if the call was correctly captured and recovered:

• Confirm that the outbound number you used for the call is registered on your Metaview account
• The approximate date and time (including your timezone) of the call
• The phone number of the call recipient
• Any additional context to help us with the investigation

Why does the call cut off right after the automated prompt says I’m being “connected”? The two most frequent reasons for this happening is that the number that was dialed is invalid or that your call display number is hidden.  If you have confirmed that you are not blocking your number and that the number being dialed is valid, please reach out to support@metaview.ai and provide the following details so that we can investigate this issue for you:

• The outbound number you used for the call
• The approximate date and time (including your timezone) of the call
• The phone number of the call recipient

Why is Metaview telling me that the number I am dialing is invalid or is not detecting the keys I am entering? When the number you have entered does not match a standard phone number format, you will get an invalid number error message. The most common reasons for this error are:

• Typo when entering the number: please try again entering the numbers on your device’s key pad followed by the # sign.
• Missing country code: make sure to enter the correct country code ahead of the number.
• Special characters or extra digits: do not add any special characters + or extra digits 0 when responding to the Metaview automated prompt
• Due to local regulations in certain countries, notably India, Brazil, Singapore, Hong Kong, and Norway, we are unable to complete phone calls in certain circumstances.

In rare circumstances, Metaview may not be correctly recognizing the keys you are entering from your device when you are responding to the automated prompt. As Metaview uses an industry-standard system for automated phone systems, the issue is likely related to your phone’s settings or call environment. Please try the following troubleshooting tips:

• If you’re using Wi-Fi calling, try switching to your cellular network, or vice versa, to see if there’s a difference in call quality.
• Make sure the keypad volume on your phone is not set too low.
• Adjust the call volume during a call to ensure it’s not too high or too low.
• If you have speakerphone enabled, try disabling it when dialing.
• If you’re using wired headsets or Bluetooth devices, try disconnecting them and use the phone’s built-in earpiece instead.
• Try calling another automated phone system to see if you encounter the same issues.
• Ensure your device is running the latest software version.
• Reset your network and your carrier settings.

What if we get cut off during the call? By immediately calling back the candidate using the Metaview switchboard on the same number, the automated prompt should give you the option to be reconnected to the last number by simply dialing 2#. Metaview will also attempt to merge your two calls automatically into one continuous conversation for higher-quality summary notes. This process may take a few extra minutes at the end of your call. If you believe the call was dropped due to connection issues related to Metaview, please reach out to support@metaview.ai and provide the following details so that we can investigate this issue for you:

• The outbound number you used for the call
• The approximate date and time (including your timezone) of the call
• The phone number of the call recipient

Why is my call flagged as unknown or spam on the recipient’s caller ID? We have had occasional reports that such warnings (including “unknown caller”, “unverified number”, “spam risk”, “potential fraud”) may show up on the receiver’s phone when the call comes in. We understand that the reason this is occurring is due to analytics providers (e.g., Hiya, First Orion) used by certain phone companies that will sometimes incorrectly flag these calls. Whether or not a call is flagged would, therefore, be determined by the phone provider of the call receiver and if they have these types of notifications enabled. For calls in the US, the FCC established this free registry site, https://www.freecallerregistry.com/fcr/, which covers the main analytic companies that support major US wireless carriers. We recommend that you register your number with them as this may reduce the likelihood that your calls are flagged in this way. Metaview can also register your number/business as a customer to justify why some of your calls are being routed through our switchboard network. If this is of interest, please provide the following details to support@metaview.ai so we can assist with this process:

• Business type (eg, Partnership, LLC, Corporation)
• US Employer Identification Number (EIN)
• Business website
• Authorized Representative: Name, Email, Phone, Title, and Job position

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Capture Callbacks feature

How do I use the Capture Callback feature? Once this feature is enabled in your Personal Settings and your phone number is registered with Metaview, simply call the Metaview switchboard as usual. Does the recipient need to answer my call for this to work? No, as long as you have called the recipient through the Metaview switchboard, they can call you back whether or not you reached them, and we will capture that. What phone number will the recipient see when I use the Capture Callback feature? The recipients will not see your number and will see a Metaview phone number randomly assigned from a pool of numbers. You cannot pick or know which number will be shown if you have the Capture Callbacks feature enabled on your account. Can recipients text me? With this feature, recipients will not be able to text you through the proxied number they see during your call with them. Is there a time limit on when recipients can call back? There’s no specific time limit on when a recipient can call you back through Metaview and still have a conversation captured. What phone number will I see when the recipient calls back? You will see the recipient’s phone number when they call you back. If you wish to call them again and for it to be captured on Metaview, please call them through the switchboard as usual. Can I use this Metaview number to set up inbound calls? No, this feature is only intended for recipients to call you back if they missed your phone call or the call dropped halfway through. How does the Capture Callback feature work? When you call the switchboard, we forward your call to the recipient as usual. However, with this feature on, we proxy your number through a Metaview number. This means the recipient sees the Metaview number while talking to you. When they call back, they call the Metaview number, which goes through a specific Metaview switchboard that matches up their phone number with you. The recipient is forwarded directly to you, and we capture the conversation and upload it to Metaview as normal. Why can’t I use Capture Callbacks? There are a few reasons why capture callbacks are turned off for you:

• You have phone numbers registered to your account from a country where Metaview doesn’t have a switchboard.
• You have phone numbers registered to your account from Ireland, Italy, or the United Arab Emirates.
• The phone number you have registered on Metaview is shared (you use an extension)

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General questions

Can Metaview capture calls if the candidate calls me? Metaview does not currently support inbound calls, so if a candidate calls you, it is not possible to add Metaview to the call using 3-way calling or conference call feature. Therefore, if you want a conversation captured, you need to ensure that you dial the Metaview switchboard first and call the candidate through the switchboard. If you have Capture Callbacks feature enabled, candidates can call you back if they miss your call and this call will be processed by Metaview. Can I use the Metaview phone option with an app (WhatsApp, FaceTime, Skype, etc).? Metaview only works with phone options where you are assigned a real, dedicated outbound phone number. Therefore, Metaview works with both traditional phone calls (made via mobile or landline) and VoIP services like Teams Phone, Google Voice, RingCentral, and Aircall. However, calls made through consumer apps like WhatsApp or FaceTime are not supported at this time. What is the cost of the phone option? Your usual telephone provider rate applies to the call you make to the Metaview switchboard number for the duration of the call, regardless of the destination of the onward call to the candidate. To use the Metaview on phone calls, your account will need to be on a Metaview free trial or a valid paid subscription. Metaview does not charge any additional fees for the use of the phone option. What number do I call when using Metaview’s phone option? Once you register your number, you will have a list of available numbers on your account home page. You can use any Metaview number, and Metaview has local numbers in a dozen countries. We frequently add new ones based on demand and availability (go to your account for an updated list). We regularly review registered numbers without a local number to determine which numbers should be prioritized, so the best way to signal your interest is to register your number here. Can I make international calls with Metaview? Yes, although please note that some local switchboard numbers are restricted to local calls. You will not be able to use these numbers if you are calling from abroad or if you are calling outside the country. See your Metaview account for details. What number shows on the call display when I call someone? Your number will show up on the call display unless you have Capture Callbacks enabled. If you have Capture Callback enabled, the recipient will see an automatically assigned Metaview number. Can I hide my number from the recipient? No, given that Metaview assigns calls based on your number when you call our switchboard, if you use a privacy feature to block your number, we will not be able to assign your number to your account. Can I remove or change the phone number associated with my Metaview account? Yes, go to your Personal Settings page and click on Remove number. You can then add your new number if needed. Is it possible to automate calling so I don’t have to manually enter the candidate’s number every time? Yes, Metaview’s phone option is compatible with both Manual invites and Automatic scheduling. If you invite Metaview to upcoming calendar event with a phone number, by dialing the switchboard at the scheduled start time, you will benefit from the dial-assist feature so you won’t need to type up the candidate’s number. How can I add or correct the candidate’s name on the transcript after my call? Metaview will try to pick up a candidate’s name from the transcript, but this approach is not always accurate. We recommend scheduling for phone calls in advance using Manual invites or Automatic scheduling so that Metaview can extract the candidate’s name from the calendar event invite. Alternatively, you can correct the candidate’s name manually in Call details. Will Metaview contact the call recipient on my behalf so that their call will be recorded? No, Metaview does not contact your call recipients on your behalf. We recommend that you add a notice to your scheduling communications and a short reminder at the start of your call that you use Metaview. For example: What do I need to do to ensure compliance with data privacy regulations like GDPR, CCPA, all-party consent, etc, when using Metaview with phone calls? We recommend that you add a notice to your scheduling communications and a short reminder at the start of your call that you use Metaview. For example: What to do if I have poor audio quality, including static, muffled or distant voices, echo, robotic or distorted sound, choppy audio, unexpected volume changes, audio lags, when I use Metaview over the phone? We understand how frustrating audio issues can be. In many cases, these are caused by hardware setup, such as microphone interference, speaker feedback, or using speakerphone instead of a headset. To help improve your audio:

• Avoid using speakerphone: use a headset or phone handset instead.
• If you’re using a computer with separate speakers and microphone, try switching to a headset.
• Adjust the position of your microphone and speakers to reduce interference or feedback.
• Test with a different device (headset, handset, or computer) to check if the issue is specific to your current hardware.

That said, calling over the internet doesn’t always match the clarity of a traditional phone call. Factors like network conditions, background noise suppression, and platform behavior can sometimes affect the audio in ways that aren’t fully in your or our control. How do I provide feedback about audio quality? Yes, please reach out to support@metaview.ai and provide the following details for a minimum of 3 calls made to different numbers (to reduce the likelihood that this issue was due to a specific device or user) so that we can investigate this issue for you:

• The outbound number you used for the call
• The approximate date and time (including your timezone) of the call
• The phone number of the call recipient
• Additional details about the issue you encounter on these specific calls (for example, “muffled noise at the start of the call”, “couldn’t hear the other person after about 10 minutes”, “call dropped off a few seconds after we were connected”)