Cloud Phone help

Help with Cloud Phone

To learn more about the Cloud Phone apps, portals and features select the options that apply to you

• I’m an administrator
• I’m a user
• I’m a receptionist console user
• I’m a call centre supervisor or agent

Help with the Cloud Phone app for mobile

Find reference guides for the Cloud Phone app on Android or iOS devices.

• Download the Spark Cloud Phone app user guide for Android
• Download the Spark Cloud Phone app user guide for iOS
  

Need more help?

Call our Managed Voice help desk. We're open Monday to Friday 8am to 5pm on 0800 686 423

Christmas period hours:

The Spark Managed Helpdesk will be operating with reduced staffing from 5.30pm on December 20th, 2024, until 8am on January 13th, 2025.

• 25-26 December: Closed
• 27-31 December: Open (reduced hours, 9am-5:30pm)
• 1-2 January: Closed
• 3-10 January: Open (reduced hours, 9am-5:30pm)

Known issues

Cloud Phone calls failing on iPhone X after iOS 14/13.5.1 update

Some customers are having trouble making VoIP calls on WhatsApp, Facebook, Skype, Viber and similar VoIP applications from their iPhone X device.

This issue was caused by the recent iOS 14/13.5.1 update and may impact calls you make via the Cloud Phone mobile app on an iPhone X connected via WiFi.

If you experience this issue, here are the steps to resolve it:

1. Open your phone’s Settings menu.
2. Select WiFi.
3. Select the WiFi connection you are currently connected to.
4. Select Configure DNS (at the bottom of the menu).
5. Change Automatic to Manual.
6. Add 8.8.8.8 as the second DNS server (or any other DNS address of your preference).