Phone FAQs

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Phone setup

What do I do if I am unable to register my phone number? When you add your number on your personal settings page, you choose how to verify it under How would you like to verify your number?: Phone call (recommended) or Text message. Try these troubleshooting steps: 1. Not receiving the verification code?

• Check your spam/junk folder for the text message
• Select Phone call instead and click Verify to receive an automated call with your code

2. Still not receiving verification codes? This usually means you’re using an office landline or business phone system where multiple people share the same outbound number. Common systems where this happens:

• Office landlines (PBX systems)
• RingCentral, 8x8, Zoom Phone, Microsoft Teams Calling
• Dialpad, Vonage, Nextiva, Ooma
• Call center platforms (Aircall, Twilio, CloudTalk, Talkdesk)
• Google Voice business numbers

Why this happens: Most office phone systems display a shared company number on outbound calls, even though you have your own extension or direct dial for incoming calls. If that is the case for your phone setup, here is how to register your shared number:

1. Confirm what number appears on caller ID: Check your phone system settings or ask your IT team what outbound number displays when you make calls. You can also do a test call to your mobile phone or a friend and see what number shows up. This is your outbound number.
2. Register using the outbound number instead of your direct dial number
3. Select Yes to “Do other people on your team also use this number?”
4. Enter your extension or a unique identifier (e.g., 101, 202, etc.). When multiple team members share the same outbound number, Metaview uses your extension to identify who’s calling and route the recording to the correct account. Without it, Metaview can’t tell which calls are yours.

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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? When you dial the switchboard, 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 us 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 are that the number that was dialed is invalid or that your call display number is hidden.  When making an international call, enter the number with the correct country code, without using +, special characters, or extra 0 digits. If the call doesn’t connect, try also adding your country’s international exit code before the number (for example, 011 when calling from the US). If you have confirmed that you are not blocking your number and that the number being dialed is valid, please reach out to us 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? If you started the call through the switchboard, immediately call back on the same number and 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 us 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 are my calls being marked as spam or going straight to voicemail? We know it’s frustrating when your call shows up as “Unknown Caller,” “Spam Risk,” or goes straight to voicemail without ringing. It can understandably feel like something is broken. We configure our calling setup using industry best practices to reduce the chance of this happening, but in most cases the final decision about whether a call is shown, labeled, silenced, or filtered is made by the recipient’s phone carrier, phone network, or device settings. Phone networks use automated spam-detection and call-labeling systems to reduce unwanted calls. These systems can occasionally misclassify legitimate business calls, especially when calls come from a business phone system or switchboard. In addition, many smartphones have built-in call screening features that may silence calls from numbers not saved in the recipient’s contacts, which can cause calls to go straight to voicemail. If you are experiencing any of the issues described above when using Metaview’s phone features, we recommend:

• Register your calling number with the FCC-supported Free Caller Registry to help reduce the chance of your number being marked as spam or filtered.
• Disable Capture Callbacks if you currently use this feature, especially if you are seeing calls in the United States go directly to voicemail. With Capture Callbacks off, candidates see your own verified number rather than a number from a communal pool, on both one-click and switchboard calls.

Although the Free Caller Registry is U.S.-based, it can also help with calls to Canadian recipients, as many Canadian carriers rely on the same underlying analytics providers, such as Hiya and First Orion.

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One-click calling

What happens when I click Phone candidate? Metaview calls you first. Once you answer, we call the candidate and connect you. If you do not answer, the candidate is not called. If you have several verified personal numbers, use the dropdown next to Phone candidate to choose which one Metaview rings. Do I need to verify my number again? Only if Capture callbacks is off, since that is when candidates see your own number. Showing it on a one-click call requires a one-time phone-call verification, and Metaview will prompt you for it. Choosing Phone call when you add a number covers both that and the ownership check in a single call; a number verified by text message needs the extra call. Does one-click calling work with Capture callbacks? Yes. With Capture callbacks on, candidates see a Metaview number and callbacks are captured. With it off, candidates see your verified number. Can I use one-click calling with a shared number or extension? No. If your number is registered with an extension, call through the switchboard instead.

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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. Can I use the callbacks feature if I have a shared number? No, if you use a phone number with an extension registered with Metaview, the callbacks feature will not work. 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 the Capture Callbacks 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.

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General questions

Can Metaview capture calls if the candidate calls me? Yes, but only in certain cases. If you call a candidate and they miss your call, and you have the Capture Callbacks feature enabled, then when they call you back, that callback will automatically be processed by Metaview. However, for general inbound calls, Metaview does not currently support capturing them. Specifically:

• If a candidate calls you directly (without it being a callback through Metaview), you can’t add Metaview to the call using 3-way or conference calling.
• If you call the candidate first and then try to add Metaview after the call has already started, that also won’t work — the call has to be started from Metaview, either with one-click calling or through the switchboard, for it to be captured.

Does Metaview support capturing multi-party phone calls? Yes, but only in specific circumstances, and using the switchboard rather than one-click calling. You can set up a 3-way phone call, but Metaview must be the one that connects the third person (eg the candidate). If you’re already on a call — for example, with another interviewer — you can:

1. Call the Metaview from your phone.
2. When Metaview answers, follow the prompts and input the 3rd person’s number
3. Once Metaview connects the 3rd participant, tap Merge to bring everyone into one call.

This process can be used to create a 3-way phone call between, for example, you, the other interviewer, and the candidate. Keep in mind that the audio from people on the same side of the call (for example, both interviewers) may be mixed together, but Metaview will still capture the conversation. Can I use the Notetaker phone option with an app (WhatsApp, FaceTime, Skype, etc).? Metaview’s Notetaker 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? When you call the switchboard, 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. With one-click calling, Metaview places the call to you, so your provider’s rates for receiving calls apply instead. In both cases, your account will need to be on a Metaview free trial or a valid paid subscription to use Metaview on phone calls, and 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? With one-click calling you do not dial anything: Metaview calls you and then connects the candidate. To use the switchboard instead, you will have a list of available numbers on your account home page once you register your number. 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. Can Metaview Notetaker be used for domestic calls within India? Due to restrictions from the Telecom Regulatory Authority of India and the Department of Telecommunications, international VoIP platforms cannot be used to place domestic calls within India. This means that a +91 phone number registered in your Metaview account cannot place an outbound call to another +91 number: the call will not complete, even if routed through an international (e.g. US or UK) switchboard. That said international calling is still supported. For example, someone outside India can call an Indian +91 number, and someone in India can use an international switchboard to call a candidate outside India (non +91 number). 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. This is the same whether you start the call with one-click calling or through the switchboard. Can I hide my number from the recipient? No. Metaview assigns calls based on your number when you call our switchboard, so if you use a privacy feature to block your number, we will not be able to assign the call to your account. One-click calling is also unavailable on a number Metaview cannot display. 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, and once a phone interview is scheduled with a phone number you have two ways to avoid typing it:

• One-click calling: click Phone candidate on the conversation on the day of the interview, and Metaview calls you and connects the candidate.
• Dial assist: dial the switchboard at the scheduled start time and the automated prompt will offer to connect you to the scheduled number when you dial 1#.

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 us 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”)