Android Calling Setup – myCRMSIM

Before setting up Android Calling, make sure your dashboard and Android app meet the required version specifications.

Component

Latest Version

Where to Check

Android app (mySMSGateway / myCRMSIM Gateway)

v10.9.23 · Build 113 or Newer

Open the app and go to Settings. The version appears at the bottom of the screen.

myCRMSIM Dashboard

v0.12.77 or Newer

Check the bottom-left corner of the dashboard, next to the Changelog link.

Important: Both Android in-app calling through the Calls tab and browser calling from the dashboard require Android app version 10.9.23 or newer. If your phone is running an older version, open the app and accept the update before continuing.
The app may display the following reminder:
Update each gateway phone… browser calling only works on phones running 10.9.23 or newer
Download or update the app:
https://get.mysmsgateway.app
What Is Android Calling in myCRMSIM?
Android Calling allows you to make and receive calls through a connected Android phone and manage call activity through myCRMSIM. There are two ways to use this functionality.
1. In-App Calling (Calls Tab)

The mySMSGateway app becomes your phone's default Phone app. It provides a dedicated calling interface with a keypad, recent calls, and a bar that lets you return to an ongoing call.

You can make and receive calls directly on the handset, and the calls are logged in your CRM.
2. Browser Calling (Click-to-Call from the Dashboard)

Browser calling allows CRM agents to call contacts directly from the dashboard.

When an agent clicks Call on a contact, the call goes through the gateway phone's SIM. The phone merges the customer call with a bridge call, allowing the agent to speak through the browser while the customer sees the gateway phone's real number.
Availability: Browser calling is currently available for gateway phones with US or Australian numbers. Support for additional countries may be introduced later.
Note: Even if browser calling is disabled, clicking the Call button on a contact still initiates a call through the gateway phone. In this case, you speak through the phone's handset instead of the browser.


⚠️ Before You Start: Connect Your Android Device First

Android Calling only works with an Android phone that is already connected to your myCRMSIM dashboard.
If you haven't connected an Android device yet, complete that setup first. Otherwise, the Calls tab may not appear, and no SIM line will be available to enable calling.
👉 Follow this guide to connect your device: Setting Up Your Android Device with myCRMSIM SMS Gateway
Once your device shows STATUS: Active under Devices → Android Devices, return to this guide and continue with the calling setup.
Prerequisites
Before setting up Android Calling, make sure you have the following:
  • A myCRMSIM account with your CRM platform connected, such as HighLevel.
  • An existing sub-account or workspace.
  • An Android phone with an active SIM card and an internet connection through Wi-Fi or mobile data.
  • An active Calling plan. The introductory price is a fixed $10 per line per month, billed with your subscription. Additional per-minute charges may apply and are paid from your credits.
  • A SIM card with conference (three-way) calling enabled. This is mandatory for browser calling because the phone merges the customer's call with the myCRMSIM bridge call. Contact your mobile carrier if this feature is not enabled.
  • Google Play Protect disabled on the phone, as it may prevent the gateway app from installing or running correctly.
Part 1 — Update the Android App
Make sure the gateway phone is running the required app version before configuring calling.
  1. On your Android gateway phone, open Chrome and visit https://get.mysmsgateway.app.
  2. Download the APK file and tap it to install the app. If the installation prompt does not appear, open Files → Downloads and tap the downloaded file.
  3. Open the app and go to Settings. Check the version displayed at the bottom of the screen. It should show v10.9.23 · Build 113 or a newer version.
  4. In the myCRMSIM dashboard, navigate to Devices → Android Devices.
  5. Find your device and check the APP VERSION column. Confirm that the required version is installed and the device status is Active.
Tip: The app's update prompt displays both the current and new versions, for example, “Update 10.9.1 → 10.9.2.” This helps you identify whether an update is required.
Part 2 — Prepare the Android Phone
Android may stop apps running in the background, particularly on Samsung, HONOR, Huawei, Xiaomi, OPPO, realme, and vivo devices. If the gateway app is stopped, calling and messaging may stop working until the app is opened again.
Follow these steps to configure the phone correctly.
Step 1: Allow All Required Permissions
Open the gateway app and allow all requested permissions, including:
  • SMS
  • Phone
  • Call logs
  • Contacts
  • Background activity
These permissions allow the app to perform its required calling and messaging functions.
Step 2: Set mySMSGatewayV2 as the Default SMS App
  1. Open the app and go to the Home screen.
  2. Tap Default SMS app — Needed for MMS and reliable sending.
  3. Select mySMSGatewayV2.
  4. Tap Set as default.
  5. Confirm that the setting displays a green On badge.
Step 3: Disable Battery Optimisation
  1. On the Home screen, find the Background settings section.
  2. Tap Open App Info.
  3. Open Battery.
  4. Change the battery setting from Optimised to Unrestricted.
On supported Samsung, HONOR, Huawei, Xiaomi, OPPO, realme, and vivo phones, the Home screen provides buttons to guide you through additional setup steps, including:
  • Turning off Pause app activity if unused.
  • Allowing restricted settings.
Follow the prompts displayed on your device.
Step 4: Keep the Gateway Running
On the app's Home screen, confirm the following settings:
  • Run gateway: Turned on for the correct SIM.
  • Keep Alive in Background: Enabled.
  • Sync Received: Enabled.
These settings help keep the gateway active and allow it to process calls and messages.
Step 5: Turn Off RCS
The gateway app cannot receive incoming RCS messages. Turn off RCS chats to use SMS/MMS instead.
For Google Messages:
  1. Open Google Messages.
  2. Tap your profile picture.
  3. Go to Messages settings → General → RCS chats.
  4. Turn RCS chats OFF.
For Samsung Messages:
  1. Open Samsung Messages.
  2. Tap the three-dot menu (⋮).
  3. Go to Settings → Chat settings / Advanced messaging.
  4. Turn Chat features OFF.
Tip: The top of the gateway app's Home screen displays the gateway's current status and may suggest a fix when an issue is detected. For example:
  • “Gateway stopped → Turn on gateway”
  • “Sending may fail → Set as default SMS app”
Part 3 — Set the App as the Default Phone App
To make and receive calls through the app's Calls tab and enable CRM agents to call through the gateway phone, set mySMSGatewayV2 as the default Phone app.
  1. Open the mySMSGateway app.
  2. Tap Calls in the bottom navigation bar. The navigation bar contains Home, Messages, Calls, Subaccounts, and Settings.
  3. On the Calls screen, you should see the message:
    Calls — Your phone calls
  4. A prompt will appear explaining that the app must be the default Phone app to make and answer calls and allow CRM agents to call. It also states that your existing default dialer app will not be changed automatically.
  5. Tap Set as Default Phone App.
  6. In the Android system dialog, “Set mySMSGatewayV2 as your default phone app?”, select mySMSGatewayV2 and tap Set as default.
  7. Return to the Calls screen.
The screen may display the following message:
No calls yet — Calls you make and receive on this phone will appear here.
This is expected if no calls have been made or received through the app yet.
Once the app is set as the default Phone app, a separate Calls icon should also appear on your phone's home screen.
Part 4 — Assign the SIM to the Sub-Account
Assign the gateway SIM to the appropriate sub-account so it can be used for messaging and calling.
  1. Log in to the myCRMSIM dashboard.
  2. Navigate to Subaccount SIM → Manage Subaccounts.
  3. Find your sub-account, such as Prism-Solutions.
  4. In the Manage SIM column, click the gear or + button.
  5. The Assign SIMs to [Sub-account name] dialog will open.
  6. Under Default SIM, select the gateway SIM you want to use. For example:
    Jazz · SIM 2 · #7834
  7. Click Save.
  8. Confirm that the dashboard displays Default SIM updated.
Message Routing
After assigning the SIM, enable SMS routing for it.
  1. On the same sub-account row, click the Message Routing icon.
  2. Open the SMS tab.
  3. Turn on the switch next to the assigned SIM.
  4. Click Save.
  5. Confirm that the dashboard displays:
    Preferences Saved — Your message preferences have been saved.
Important: The workspace SIM is the default SIM for the entire sub-account. You can also configure user-specific SIM assignments. When a user has an individually assigned SIM, that SIM overrides the workspace default.


Part 5 — Enable Calling for the SIM Line
After preparing the phone and assigning the SIM, enable Android Calling in the dashboard.
  1. In the left-hand menu, open Plans.
  2. Select the Calling tab.
  3. Locate the two calling sections:
    • iMessage: For FaceTime audio calls from your Mac.
    • Android: For calls made through a SIM connected to an Android phone.
  4. Under the Android section, locate your device line. It may appear in a format similar to:
    SM-A065F · SIM 2
    The sub-account name and connection status may appear below it, for example:
    Online · Prism-Solutions
  5. Turn on the toggle next to the correct device/SIM line.
  6. A confirmation dialog will explain how Android Calling works and remind you that conference calling is required.
  7. Confirm that conference calling is enabled on the SIM, then select Conference calling is on, turn calling on.
  8. Confirm that the badge at the top of the screen displays:
    Calling enabled for this line
  9. Check that the Calling on counter in the Android section has increased. For example, it may change from 0 to 1.
Important Calling Requirements and Pricing
Before proceeding, confirm the following:
  • Conference calling: The SIM must support three-way calling because the phone merges the customer's call with the myCRMSIM bridge call. Contact your carrier if this feature is not active.
  • Monthly price: The introductory price is a fixed $10 per line per month.
  • Additional charges: Android calls may also incur per-minute charges, which are paid from your credits.
Part 6 — Place a Test Call
Once calling is enabled, place a test call to confirm that everything is working correctly.
  1. Open Conversations or navigate to a contact's page.
  2. Select a contact. For example, you can use a test contact such as UZAIR SAEED.
  3. Click the green Call button in the top-right corner of the contact header.
  4. The button should change to Connecting…, and a call panel should appear displaying:
    Dashboard call in progress — Your CRM agent and the customer are talking through this phone. Your microphone is muted.
  5. The panel will also provide a Return to call button.
  6. On the Android phone, the dialer should open automatically and dial the myCRMSIM bridge number. An example bridge number is +1 845 456 8220.
  7. The CRM should display the live call timer.
During the call, you can use the following controls in the browser call panel:
  • Mute
  • Keypad
  • Speaker
  • Hold
  • Add call
  • Merge
  • End call
  1. When you finish the call, click End call.
  2. Confirm that the panel displays Call ended and a notification appears, such as:
    CALL: 1m 58s (Outgoing)
If You See a Connection Warning You may briefly see the following message:
The call couldn't be connected through your phone. Try again.
The message may appear with Retry and Dismiss buttons while the bridge call is finishing.
If the call still connects, ends, and is logged correctly, this may be a timing-related issue.
If the warning appears on every call, check the following:
  • Three-way/conference calling is enabled on the SIM.
  • The phone has a strong mobile signal.
  • The gateway phone is online and active.
Part 7 — Verify the Call in Message Logs
After completing the test call, verify that it has been recorded in myCRMSIM.
  1. Navigate to Subaccount SIM → Message Logs.
  2. Set Type to All.
  3. If you manage multiple SIMs or sub-accounts, select the relevant SIM and sub-account filters.
  4. Click Refresh.
  5. Find the newest entry and verify that the call details appear correctly.
Example Message Log Entry

Field

Example Value

Recipient

+92 300 0000000

Message

CALL: 1m 58s (Outgoing)

Status

Sent

Type

Call

Device

#7834

SIM

SIM 2

The recipient and call duration shown above are examples. Your actual log entry will contain the details of your test call.
Incoming and missed calls are also logged. For example:
CALL: 3 sec (Incoming)
Each log entry includes a Track button that explains what happened to the call.
Optional — Automate Workflows Around Calls
After Android Calling is working, you can configure workflows to automate follow-up actions.
1. Missed Call Text Back

Use the native myCRMSIM Missed Call Trigger in Workflow Builder.

  • For an existing contact: A note is added to the contact's timeline, and a personalised SMS is sent.
  • For an unknown number: A new contact is created, and a welcome SMS is sent.
2. Outbound Missed Call (Android Only)

Add the Outbound Missed Call action to a workflow to ring a contact from your gateway phone and hang up automatically.

  • Supported duration: 3–60 seconds.
  • Recommended duration: 15–25 seconds.
This can be used as a missed-call notification or ping before sending a follow-up text.
3. Webhooks

Custom Location workspaces receive a webhook for every missed, outgoing, and incoming call. Call webhooks use the same endpoint as message webhooks.

The payload includes:
  • type: CALL
  • A readable message, such as CALL: 42 sec (Outgoing)
A missed call always has a duration of 0.
Troubleshooting
Use the following table to resolve common Android Calling issues.

Problem

Suggested Fix

The Calling toggle will not turn on.

Confirm that the phone is running app version v10.9.22 or newer. Then go to Devices → Android Devices and confirm that the device status is Active.

The “Set as Default Phone App” prompt does not appear.

Open phone Settings → Apps → Default apps → Phone app and select mySMSGatewayV2 manually.

Calls connect, but there is no audio in the browser.

Confirm that conference/three-way calling is enabled on the SIM. Contact your carrier if necessary.

Browser calling is unavailable for your line.

Browser calling currently requires a gateway phone with a US or Australian number.

Calls ring on the phone but not in the dashboard.

Go to Plans → Calling → Android and enable calling for the specific device/SIM line.

Calls stop working after a while.

Set battery usage to Unrestricted, disable “Pause app activity if unused,” allow restricted settings, and ensure Run gateway remains enabled.

Calls appear in the dashboard but not in the CRM.

Enable call webhooks for the workspace and confirm that the webhook payload's type field is CALL.

Incoming RCS messages never arrive.

Turn off RCS chats and use SMS/MMS instead.

Quick Setup Checklist
Before considering the setup complete, verify each item below.
  • The Android app is updated to v10.9.23 (Build 113) or newer.
  • All required permissions are allowed.
  • Google Play Protect is disabled.
  • RCS chats are turned off.
  • Battery usage is set to Unrestricted.
  • “Pause app activity if unused” is disabled where applicable.
  • The gateway app is running, and Keep Alive in Background and Sync Received are enabled.
  • mySMSGatewayV2 is set as both the default SMS app and the default Phone app.
  • The default SIM is assigned to the correct sub-account.
  • SMS Message Routing is enabled for the assigned SIM.
  • Android Calling is enabled for the correct device/SIM line under Plans → Calling.
  • Conference/three-way calling is active on the SIM.
  • A test call has been placed from a contact.
  • The test call has been confirmed in Message Logs.
Setup Complete!
Android Calling is now configured. Agents can place calls to customers directly from the myCRMSIM dashboard, incoming calls can ring in the browser where supported, and calls are recorded in the CRM as tracked activities.
If calling does not work as expected, use the Troubleshooting section above to check the app version, device status, SIM configuration, conference calling, and gateway background settings.

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