What happens when I click the Dialer or a Call button?
You are signed in automatically (single sign-on) to our carrier-grade agent console at agent.mangoefone.com. The login form is pre-filled with your User ID, password, and extension and submits itself, so you land directly on the agent screen. SSO links are single-use and expire after 15 minutes — always open the console from the app to get a fresh link.
Do I need a campaign before I can dial?
For everyday calls, no — the Dialer and lead Call buttons work without one. The agent console dials within a campaign context, but one is selected for you automatically. Campaigns matter when you want bulk dialing: create one from the Campaigns page to auto-dial a list of numbers (broadcast a message, or bridge live answers to your phone).
Can my campaigns run on the carrier-grade dialer (ViciDial)?
Yes. Campaigns can be synced to our ViciDial-powered dialer, which adds agent-paced dialing, dispositions, and predictive pacing. Synced campaigns are marked as managed by the dialer and the app pauses its own dialing for them, so numbers are never dialed twice. Call results flow back into your lead history. Contact support to have a campaign synced.
The agent console shows a login form — what do I enter?
Normally nothing — the form fills and submits itself. If you ever see it empty, your single-use sign-on link expired or was already used. Go back to the app and open the Dialer (or a Call button) again; that issues a fresh link. Still stuck? Raise a ticket in the Support Center.
How do I run my first test call as an agent?
Open the Dialer from the app (fresh sign-on link), let the console log you in, then:
Dial 600 — the echo test. Hearing yourself back proves mic, audio, and registration.
Dial 9 + a known number (e.g. your own mobile) — verifies the carrier leg with the campaign's caller ID.
Use Manual Dial on queued leads for your first batch, and disposition every call so leads leave the queue.
The console says "no leads in the hopper" — what does that mean?
Your campaign has no dialable leads right now. Three things must all be true: the campaign is Active, its lead list is Active, and the list has NEW-status leads inside the allowed calling hours. Ask your admin to check the list — or import fresh leads from the Campaigns page.
How do I add leads to a campaign?
Two ways:
Upload a CSV (name, phone columns) from the Campaigns page — numbers are normalized to E.164 automatically and start dialing on upload for app-dispatched campaigns.
Import from your Leads — filter leads by source or status and attach the set to a campaign.
For dialer-managed (ViciDial) campaigns, leads sync to the dialer's list and queue in the hopper; dispositions flow back into your lead history.
How do I set up a campaign as an admin?
Create the campaign from the Campaigns page (broadcast for a recorded message, predictive to bridge live answers to your phone).
Attach numbers: upload a CSV or pull a filtered set of leads.
For dialer-managed campaigns: the campaign syncs to ViciDial with its own list; keep it Active there with an Active list, set the campaign's caller ID to a number owned by the carrier you're dialing through, and confirm the hopper is feeding (the dialer builds it each minute).
Start with Manual Dial and a small batch, verify caller ID on a known number, then scale pacing.
How do I add credit to my account?
Go to Add Credit in your dashboard and choose an amount ($5, $10, $20, or $50). You'll be redirected to Stripe's secure checkout page. Credits never expire and can be used anytime.
How do I receive incoming calls?
Purchase a phone number from the Numbers page. Once activated, anyone who calls that number will be connected to you automatically. Numbers are billed at $5.00 each period (recurring) and renew with your subscription. You can buy numbers in 10+ countries.
Can I import leads from a spreadsheet?
Yes. You can upload CSV, Excel (.xls/.xlsx), or PDF files. MangoFone auto-detects columns named name, email, phone, and source. It also handles common variations like "full name", "telephone", "mobile", etc. Go to the Leads page and click the upload area.
What is two-factor authentication (2FA)?
2FA adds an extra layer of security to your account. After enabling it, you'll need to enter a 6-digit code from an authenticator app (like Google Authenticator or Authy) each time you log in. You can enable or disable it from your dashboard.
Can I use my own phone number as a caller ID?
When you make a call from MangoFone, your purchased number is shown as the caller ID. If you don't have a purchased number, a default MangoFone number is used. Outbound caller ID spoofing of unverified numbers is not supported for anti-fraud compliance.
How do I connect my own SIP trunk or PBX?
Making your own carrier or PBX the outgoing line takes about a minute. Here's the full walkthrough:
Make sure your account is active (an active subscription is required).
Get your SIP details from your provider — the SIP URI (endpoint), and optional username/password. These live on the provider's “SIP trunk” or “endpoint” settings page (Twilio, Flowroute, Telnyx, your PBX admin, etc.).
Go to Numbers and click “Use my SIP trunk”.
Click “Add a SIP trunk”.
Enter a Name (any label) and your SIP endpoint — e.g. sip:alice@sip.example.com. Add username/password only if your carrier requires them, and set an outbound caller ID if you want a specific number shown.
Click “Add SIP Trunk”. Your calls now originate from your own carrier — no MangoFone number required.
If the endpoint lives on your own server, open the “Setup checklist” on the trunk and allowlist Twilio's signaling/media IPs for us1 and us2, open SIP 5060 (UDP/TCP) / 5061 (TLS), and accept INVITEs (Elastic trunks don't support REGISTER).
What exactly do I put in the “SIP endpoint” field?
It's the address of your carrier or PBX. Your provider shows it to you — usually something like this:
sip.example.com — host only (we add sip: automatically)
sip:alice@sip.example.com:5060 — with a port
sip:alice@sip.example.com;transport=udp — force a transport
This is not a phone number — it's the connection point your carrier tells you to dial toward. If you're unsure, look for “SIP URI”, “endpoint”, “gateway”, or “host” in your provider's trunk settings.
Do I still need a MangoFone phone number if I connect my own SIP trunk?
No. An active SIP trunk becomes the default origin for your outbound calls, so you can call from your own number without buying a MangoFone number. You'd only buy a MangoFone number if you also want inbound calls (customers calling you on that number). Calling still requires an active account and either included SIP minutes or enough balance.
Where do these values go in my PBX or VoIP device?
Calls aren't registered to you — they arrive as INVITEs from Twilio, so your device just has to accept them. Map the values from your trunk's “Connect this trunk to my PBX / VoIP device” panel like this:
Caller (From header) — e.g. sip:alice@1a2b3c.pstn.twilio.com: the identity your device will see on each call. Whitelist it as a trusted peer if your SBC requires one.
Signaling regions (us1 / us2) — allowlist Twilio's signaling & media IPs for these in your firewall (current IPs).
Ports — SIP 5060 (UDP/TCP) and 5061 (TLS); allow the RTP media range back out.
Codecs — G.711 µ-law / A-law.
Auth username/password — only if your device challenges the call; enter them on the trunk and Twilio answers the challenge.
Device-specific walkthroughs are available in Twilio's configuration guides (3CX, Asterisk, Cisco, FreeSWITCH).
Which SIP providers can I connect?
Any provider that hands you a SIP gateway or trunk endpoint works with our dialer — for example:
SIP trunking providers you may already have an account with: Twilio (Elastic SIP Trunking), Flowroute, Telnyx, and other VoIP carriers that give you a trunk/termination host.
Your own infrastructure: Asterisk, FreeSWITCH, 3CX, or any SBC/PBX on a public IP or port-forwarded server.
Hosted PBXes and gateways that provide an outbound SIP endpoint and username/password.
Providers are reached one of two ways; both are supported:
IP allowlisting — you (or your firewall) accept calls only from Twilio's signaling IPs — no username/password needed.
Credentials — the provider challenges each call (407) and you enter the username/password in the form; we attach them to your trunk so Twilio answers the challenge.
One limitation: accounts that only accept SIP REGISTER connections (softphone-style logins) aren't supported by elastic SIP trunking — pick a provider that accepts INVITEs from allowlisted IPs or via credentials instead.
What are SIP channels, and what do they cost?
A channel is one concurrent outbound call. Channel packs are recurring subscriptions starting at $20/mo for 1 channel (10 channels for $120/mo). While a pack is active, US/CA minutes are included; international and over-bundle calls meter from your balance at $0.02/min. A one-time $250.00 setup fee applies on purchase. Each call uses one channel, so a pack of 3 lets you run 3 calls at once.
What is a MangoFone-hosted SIP trunk?
Don't have your own carrier? A hosted SIP trunk is a full SIP trunk on MangoFone's network that you rent. When you buy one you choose how you'll set it up: on the MangoFone platform (the Dialer, web app, API, and campaigns use it as your calling identity — no device setup) or on your own PBX / VoIP system (we hand you the termination domain, a SIP username, and a password to register your deskset, softphone, 3CX, or IP-PBX).
Buy it from Numbers › SIP Trunks with a one-time $250.00 setup fee. Pick “MangoFone platform” and/or “my PBX / VoIP system”.
Platform mode: place calls from the app as usual — they ride your trunk. Device mode: create an outgoing SIP trunk / account in your device using the domain, username, and password we show you.
Dial out as sip:+1XXX@<domain> (device mode) — calls go straight to the phone network via Twilio.
Calls meter from your balance at $0.02/min, so top up to keep dialing.
It's a termination-only trunk on Twilio. One trunk per account; remove it anytime to cancel the recurring billing.
What is E911?
Enhanced 911 (E911) routes emergency calls from your number to the correct PSAP with address information. Enable it per number from My Numbers — it adds $1.50/mo to that number’s billing, and you can disable it anytime. E911 pricing is separate from the number’s $5.00/mo recurring fee.
How do I release a phone number?
Go to My Numbers and click Release next to the number you want to remove. This permanently releases the number from your account and it may become available for others to purchase. You can also Pause a number temporarily to stop receiving calls without losing it.
Is there a minimum credit purchase?
The minimum credit top-up is $5. There is no maximum limit. Credits never expire and are deducted per-minute as you make calls — and per-segment as you send SMS with the Bulk SMS add-on.
How do I log into the ViciDial agent console?
Open Dialer from MangoFone (or click a lead's Call button). This creates a single-use SSO link that logs you in automatically — no password to type.
Direct login: Go to https://agent.mangoefone.com/agc/vicidial.php and enter:
User ID: mf<your_id> (e.g. mf12)
Password: View at Settings → Agent Credentials in MangoFone
Extension: 1000 + your_id (e.g. 1012)
First login: Use the Dialer button in MangoFone — it handles everything.
How do I run my first test call as an agent?
Open the Dialer from MangoFone (fresh SSO link), let the console log you in, then:
Dial 600 — the echo test. Hearing yourself back proves mic, audio, and registration.
Dial 9 + a known number (e.g. your own mobile) — verifies the carrier leg with the campaign's caller ID.
Use Manual Dial on queued leads for your first batch, and disposition every call so leads leave the queue.
How do I view my ViciDial credentials?
Your credentials are generated on first SSO login. View them at:
MangoFone: Settings → Agent Credentials (shows User ID, Password, Extension)
API:GET /api/vicidial/credentials/
Format: User ID mf12, Extension 1012, Password generated on first login.
How do I add agents as an admin?
Admins manage agents in the ViciDial admin interface: