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Archive for December, 2012

Nextiva Networking Guidelines

The ideal network involves your Internet Service Provider (ISP) connecting onsite to a stand-alone modem that connects to a router (preferably a router sent to you from Nextiva preloaded with custom Tomato firmware for QoS).  If you have more devices on your network than ports on your router then you can connect a switch to your router to expand the number of ports. 

Issues Involving Double NAT

You must have only one router on your network. Routers preform NAT to allow for multiple computers/devices in your network to connect to the internet. When you connect two routers to your network, in series, you can cause a double NAT which may cause issues with your phones working.

How do you know if you have more than one device performing NAT?

Routers are the only devices that preform NAT and so you just have to make sure that you only have one router. It may be the case that your ISP will sell or provide you with a gateway device that is a modem/router combo device. This device may work fine with Nextiva but you cannot connect another router to it. This will cause a double NAT. 

Issues Involving Firewalls

Firewalls are primarily designed to keep unauthorized traffic from accessing your private network.  In some cases the default firewall rules might cause Nextiva’s traffic to be blocked. The simplest way to avoid issues is to open up inbound and outbound traffic to/from our IP addresses.

How do you ensure your firewall is not blocking Nextiva’s traffic?

Nextiva offers two different platforms and the simplest way to open up connections is to allow all traffic to and from 208.73.144.0/21. This range covers the IP addresses from 208.73.144.0 – 208.73.151.255. If you are not able to open up traffic to this full range of IP's but can open up traffic to individual IP's then you can allow all traffic to the IP's 208.73.144.71 and 208.73.146.95. Those are the IP addresses phones connect to when they try to place calls. 

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

Related articles: What is Tomato Firmware / QoS? What is Double NAT?

Nextiva Connect: Getting Started Guide

Nextiva Connect is a virtual business phone service that allows you to answer phone calls anywhere you are. Nextiva Connect gives you the appearance of a large company, even though you may be a start-up or a small business. The service gives you an auto-attendant recording that can transfer calls to your mobile phone, route to voice mails, play a recorded message or transfer to any other phone of your choice. With Nextiva Connect you don’t need to be in a physical brick and mortar environment and is perfect for on-the-go businesses.

An Internet connection is not required for Nextiva Connect since the service does not utilize traditional VoIP model phones in an office setting. The service is cloud-based, which gives your business the ultimate freedom to be anywhere, anytime.

 

Benefits of Nextiva Connect

  • Personalized Voice Attendant
  • Customize the system to your needs
  • Go Green – And Save Thousands in Travel Costs
  • Voice mails, Faxes & Phone calls
  • Easy Web or Mobile Management

When you sign up for Nextiva Connect, you should receive a welcome email with your user name and password. You can log in and set up your account instantly!

First, click Sites and then Employees. Then click Create New Employee.

 

From here, fill out your employee information. Keep in mind you can name employees anything you want. You can even create an employee called “Customer Service” if it makes sense for your business. The idea is you can create and customize the employees to your desired liking. Don’t forget to click Save at the bottom when you are done creating the employee.

 

Once you are done creating an employee or multiple employees you can setup your business with an auto-attendant greeting, if you wish. Since Nextiva Connect auto-attendants are primarily for forwarding. Please see our online help page at www.nextiva.com/support for help articles on how to forward numbers with the auto-attendant. If you have any questions directly ask an Amazing Service Team member here

Below are some helpful FAQs that you may need when getting started.

Can I transfer existing numbers to Nextiva Connect?

Yes. As a Nextiva Connect customer, you can port your existing phone number or numbers to Nextiva just as you would with our hosted or SIP trunking offerings.

If you wish to port your existing business telephone number to Nextiva Connect, please email porting@nextiva.com with a request to port you numbers. From there, we will check number eligibility and reply within 24 to 48 hours and include any applicable forms to fill out and return to us.

Do you provide professional auto-attendant recordings?

Yes. With Nextiva Connect we will record one professional greeting for your business at no cost to you. Any additional recordings beyond that will be billed to your Nextiva account at $25 per each individual recorded file. We can record business greetings, voice mail messages and any other recorded messages you may need for your business. Nextiva recordings are done with a female voice, or you can use a computerized voice for the recording if you wish.

Below is a simple script and sample recording of our voice talent:

  • Thank you for calling "business". We are so sorry to have missed your call.  To leave a message, please press 1. For an employee directory, press 2. For sales, press 3. For customer service, press 4. Again, thank you for calling and have a great day!”
  • You have reached "Business": the leader in _____. To reach our sales department, press 1. To reach etc.. Thanks again for calling, and have a wonderful day!”

Please send script requests and any other notes about your recording to support@nextiva.com, and we will reply with your attached professional voice recording within 24 to 48 hours.

Can I upload my own greetings?

Yes. If you already have your own professional recording established, Nextiva can upload it to your Nextiva Connect account at no additional cost to you. The recorded file must be in one of the below formats for the file to upload properly.

Please convert your recording file to one of the following formats:

  • PCMU
  • .wav
  • 8 or 16 Bit
  • 8000 HZ
  • Mono

These are the only formats accepted by Nextiva at this time. There are many audio file converters available for free in the Internet. We can also convert the file for you, then send it back to you in the proper format. If you would like us to upload the greeting for you, please send an email to support@nextiva.com and we will convert the file and send it back to you within 24 to 48 hours.

To upload a recording yourself, sign in to your Nextiva Connect account.

For Auto Attendant Recordings:

Once you are signed in to your account, click Sites > Auto Attendant. Scroll down and click the Browse button. From there, it will allow you to search your computer for the recording file you wish to upload.

Once you find and highlight the file, click Open and the file will appear in the field next to the Browse button. From there, scroll down and hit Save Changes and your file will be uploaded. The recording must be in the proper format for it to upload correctly.

For Voice Mail Recordings:

Once you are signed in to your account, click Sites and then Employees. Click the blue voice mail link on the employee for whom you want to record the message. From there, scroll down to Personal greeting recorded by you and click Browse. From there, it will allow you to search your computer for the recording file you wish to upload.

Once you find and highlight the file, click Open and the file will appear in the field next to the Browse button. From there, scroll down and hit Save Changes and your file will be uploaded. The recording must be in the proper format for it to upload correctly.

How long can a greeting be?

An auto-attendant or voice mail greeting with Nextiva Connect can be no longer than 60 seconds. Keep in mind the recording must also be in the proper format.

All audio recordings for Nextiva Connect must be 60 seconds or less and in one of the below formats:

  • PCMU
  • .wav
  • 8 or 16 Bit
  • 8000 HZ
  • Mono

These are the only file formats accepted by Nextiva at this time.

How do I check voice mail with Nextiva Connect?

There are a few different ways you can check your Nextiva Connect voice mail. You can check messages on any phone worldwide, via the online portal and your email.

Voice mail messages left on your Nextiva Connect account can be forwarded as an attachment to the email address of your choice. You can listen to the recording on your mobile phone, laptop or desktop computer. You can store the files or delete them from your email after listening. Keep in mind that listening to and deleting voice mail messages from your email does not delete and/or mark the message as read in your online Nextiva Connect portal.

From any phone:

To listen to voice mails on any phone, you will first need to call your main business line or direct dial number of a specific employee. Let the number ring and wait for your voice mail greeting to pick up. Once you hear your voice mail greeting hit the * key. It will then prompt you for your 4 digit voice mail pass code. The pass code default is 1234. Once the pass code is entered, you can follow the prompts to check voice mails from there.

Online Portal:

To check your voice mail from the online portal, sign in to your Nextiva Connect account and follow these steps:

  1. Click Sites and then Employees.
  2. Click the blue login link next to the employee for which you wish to check voice mail messages. This will open a new webpage on your Internet browser.
  3. Click on the new browser window and you will now see the online portal for that employee only.
  4. On the top left corner of the page you will see a blue Voicemail link, click on that link to see your voice mails visually listed.
  5. From this page, you can listen to voice mails or delete them.

To listen to a voice mail, click the small yellow speaker icon next to the voice mail. To delete a voice mail, click the check box next to the voice mail and then click the delete button.

Email:

To have voicemail messages forwarded as email attachments, sign in to your Nextiva Connect account at http://www.nextiva.com/customer-login.html and follow these steps:

  1. Click Sites and then Employees.
  2. Click the blue Voicemail link next to the employee for which you wish to make voice mail setting changes.
  3. Under Email Options you can select what type of messages to have sent and specify the email address of your choice. Be sure to click the check box that says to send voice mail messages as an attachment.
  4. To add multiple emails, just separate each with a comma (no space).
  5. You can also change your voice mail PIN code and set the amount of rings before voice mail pick up from this page.

How do I view my call history reports?

To view call history reports, sign in to your Nextiva Connect account.

  1. Once you are signed in, click on Reports.
  2. You can choose which site to view history from and select all employees or individual employees.
  3. You can select a date range, call type and convert the file to a .csv file.

How do I forward calls with Nextiva Connect?

Since Nextiva Connect is primarily a forwarding service, there are two different ways you can forward calls.

  1. The auto-attendant can forward calls from a main business number.
  2. You can forward from an individual employee’s extension.

Auto-attendant:

  • To forward calls with Nextiva Connect via the auto-attendant, sign in to your Nextiva Connect account.
  • Click on Sites, and then Auto-Attendant
  • Assuming you have your auto-attendant set up with an incoming phone number, optional schedule and greeting applied, you can then specify the number that should receive forwarded calls.
  • You will see auto-attendant key options 1-9, as well as *, # and No Response.  You can choose a forwarding number on any desired key option. Type the number you wish to forward to in the box to the right of the key option. When done, be sure to click the save changes button at the bottom of the page.
  • Once complete, your callers can now press the desired key based on what the recorded greeting instructs them to do, and they will then be forwarded to the number you specified. It’s a good idea to place a ‘1’ before the forward-to number.
  • Example: A mobile glass repair company gets an incoming call to their Nextiva Connect account. An incoming caller is greeted with a message that welcomes them and instructs them to press “1” for estimates. They press 1, which then forwards to the mobile phone number you selected and placed in the “1” key action. The mobile glass company gets the call to their mobile phone and secures the estimate job. Success!

Employee:

To forward calls with Nextiva Connect employee, sign in to your Nextiva Connect account.

  • Click on Sites, then Employees, then Login
  • From there, a new browser window or tab will open. You will see a list of new options on the left side.
  • Under Features, click on the Forwarding Number Profiles link on the left-hand side of the page. You will then be in the forwarding numbers page for that specific employee. You can select up to 6 numbers to forward to. You can have the numbers ring at once or one at a time. Type the number you wish to forward to in the box to the right of the forwarding option. When done be sure to click the save changes button at the bottom of the page.
  • You can also create multiple forwarding profiles, which you can manually switch between at your leisure. Next to Profile at the top, select Create. If you like, you can even set up schedules to automatically switch profiles.

What if I go over my minutes? How much will I be charged?

Depending on which Nextiva Connect plan you have you may be charged a per minute rate after going over your monthly minutes. Nextiva Connect Unlimited is the only plan where there is no extra charge for incoming local calls.

Nextiva Connect Unlimited
Local: Unlimited
Toll Free: 4.5 Cents per minute

Nextiva Connect 500 Minutes
Local: 4.5 cents per minute beyond 500 minutes
Toll Free: 4.5 Cents per minute

Nextiva Connect 100 Minutes
Local: 4.5 cents per minute beyond 100 minutes
Toll Free: 4.5 Cents per minute

All Nextiva Connect plans charge 4.5 cents per minute for incoming toll free calls.

Can I make outbound phone calls with Nextiva Connect?

Because Nextiva Connect is an inbound only based call service with no physical desk phone tied to a brick and mortar environment there is not a way to make outbound calls through the Nextiva Connect system. If you wish to make calls through the Nextiva system please click here (“here” should be a link to fill out to request a quote for our NextOS office plans.

Can I receive international phone calls with Nextiva Connect?

Yes. You can receive international phone calls with Nextiva Connect. There is no extra charge to you for incoming international calls, however, the person calling you will be responsible for any applicable international fees on their end since the Nextiva Connect service is U.S. based.

Do you offer vanity phone numbers with Nextiva Connect?

Nextiva does not offer vanity telephone numbers at this time. Vanity numbers may be something we look into in the future but for now we have many various number options that we procure through our carrier partners.

The alternative option would be to port in your vanity number to Nextiva Connect. If you have a vanity number you’d like to port in, please email porting@nextiva.com and we will check eligibility of the phone number and send you porting forms if applicable. You will receive a response from Nextiva within 24 to 48 hours.

How to change my voice mail PIN?

There are a few different ways you can change your voice mail PIN code with Nextiva Connect.

From any phone:
To change your voice mail PIN on any phone you will first need to call your main business line or direct dial number of a specific employee. Let the number ring and wait for your voice mail greeting to pick up. Once you hear your voice mail greeting hit the * key. It will then prompt you for your current 4 digit voice mail pass code. The pass code default is 1234. Once the pass code is entered you can follow the prompts to change your PIN from there.

Online Portal:
To change your voice mail PIN from the online portal, sign in to your Nextiva connect account.

From there, click on Sites, then on Employees. Then click the blue Voicemail link next to the employee you wish to change the PIN for. Towards the bottom of the page you can set your new voice mail PIN code. Keep in mind you have to click save changes at the bottom of the page for the new PIN to be activated.

How do I update my credit card information?

To manage your billing and credit card information with Nextiva Connect, sign in to your Nextiva Connect account.

Click Billing > Manage Credit Card. From there you can fill out all of your latest credit card information. Once you type in all of the info, don’t forget to hit save at the bottom of the page for your changes to apply correctly.

Can I pay by check with Nextiva Connect?

At this time Nextiva’s primary billing method is through debit or credit card and monthly payments are drawn from the card on file when the monthly recurring charge is due.

The only other payment option at Nextiva is through e-check which requires a voided check. Payments are drawn from the checking account associated with the voided check each month when the monthly recurring fees are due. To become eligible for e-check payments, your Nextiva account must be at $100 monthly recurring service charge or higher.

Nextiva takes pride in the environment and tries to be as paperless as possible. Many companies in today’s world allow for paperless billing and Nextiva takes the forward approach of eliminating paper bills altogether.

Do unused minutes carry over into the next month with Nextiva Connect?

At this time Nextiva Connect plans do not have a carryover feature for unused minutes. Carryover may be something Nextiva looks into in the future, for now your monthly allowed minutes will reset on the date the recurring monthly fee is billed to your card on file.

How is usage billed with Nextiva Connect?

With Nextiva Connect we send a pro-forma invoice to the email address on file 5 days before the monthly recurring fee is billed to your card on file. Nextiva service is billed in the beginning of the month and is pre-paid toward the new month you are entering. The monthly recurring subscription fee is not billed in arrears.

The only arrears billing with Nextiva Connect would be overage charges for going over your monthly minutes or any toll free calls to your Nextiva Connect account.

Example: I begin service on January 1st and I am billed for the monthly subscription fees upon sign up. If I have a 500 minute plan and I use 750 minutes during January, the additional 250 minutes I went over are billed along with my next recurring subscription fee on the February 1st.

How much will I pay in taxes with Nextiva Connect?

Nextiva cannot provide an exact amount of taxes billed to your account prior to the pro-forma invoice that is generated and sent to the email address on file. Items such as line additions, overage charges and equipment may change the amount of taxes charged to your account each month.

You will see two types of taxes on your Nextiva Connect invoice: USF & RRF

Both taxes fluctuate each quarter and are designated by the FCC. Every phone company has FCC taxes and there is unfortunately no way to remove taxes from your Nextiva Connect recurring subscription fees.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

 

Do you provide professional auto-attendant recordings?

Yes. With Nextiva will record one professional greeting for your business at no cost to you. Any additional recordings beyond that will be billed to your Nextiva account at $25 per each individual recorded file. We can record business greetings, voice mail messages and any other recorded messages you may need for your business. Nextiva recordings are done with a male or female voice, or you can use a computerized voice for the recording if you wish.

Below are some simple scripts and sample recordings of our voice talent:

  • Thank you for calling "business". We are so sorry to have missed your call.  To leave a message, please press 1. For an employee directory, press 2. For sales, press 3. For customer service, press 4. Again, thank you for calling and have a great day!”
  • You have reached "Business": the leader in _____. To reach our sales department, press 1. To reach etc.. Thanks again for calling, and have a wonderful day!”

Nextiva offers the following voice options for a professional recording:

Please send script requests and any other notes about your recording to support@nextiva.com, and we will reply with your attached professional voice recording within 24 to 48 hours. If you have any questions, ask an Amazing Service Team member here or email us at support@nextiva.com.  

What is packet loss?

With any traffic over the Internet, information, including voice data/audio, travels in packets for fastest results. Packet loss occurs when one or more packets of data traveling across a computer network fail to reach their destination. Packet Loss should always be zero when VoIP phones are in use.

Jitter, Latency and Packet Loss can cause the following issues: Choppy audio, Delayed or Dropped calls, Static or Garbled audio. 

What can you do to resolve these issues? 

For Choppy/Dropped/Delayed:

  • Check to make sure your connection is stable.
  • Use a router recommended by Nextiva, proven to provide good QoS.Here is a list of recommend routers here.

  • Perform a Packet loss test. 

For Static, Echo, Garbled

  • Look at the physical connection between the phone and ethernet cord.
  • For handset devices, test if there is static when the call is on a speaker phone. If there is still static, the device may need to be replaced. Contact Nextiva sales for a replacement device. 
  • If the call was succesful with the speakerphone on, then the issue is likely the headset itself. Contact sales to receive a new headset. 

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

What is latency?

Latency is the amount of time it takes a packet of data to move across a network connection. When a packet is being sent, there is "latent" time, when the computer that sent the packet waits for confirmation that the packet has been received. Latency and bandwidth are the two factors that determine your network connection speed.

Jitter, Latency and Packet Loss can cause the following issues: Choppy audio, Delayed or Dropped calls, Static or Garbled audio. 

What can you do to resolve these issues? 

For Choppy/Dropped/Delayed:

  • Check to make sure your connection is stable.
  • Use a router recommended by Nextiva, proven to provide good QoS.Here is a list of recommend routers here.

  • Perform a Bandwidth test. Each phone has a 100kb upload and 100kb download requirement to work properly.

For Static, Echo, Garbled

  • Look at the physical connection between the phone and ethernet cord.
  • For handset devices, test if there is static when the call is on a speaker phone. If there is still static, the device may need to be replaced. Contact Nextiva sales for a replacement device. 
  • If the call was succesful with the speakerphone on, then the issue is likely the headset itself. Contact sales to receive a new headset. 

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

What is jitter?

Jitter is the variation in the time between packets arriving, caused by network congestion, timing drift, or route changes. The longer packets take to arrive, usually affects audio. Jitter is measured in milliseconds(ms), if you are receiving Jitter greater than 50ms can increase latency and result in packet loss. 

Jitter, Latency and Packet Loss can cause the following issues: Choppy audio, Delayed or Dropped calls, Static or Garbled audio. 

What can you do to resolve these issues? 

For Choppy/Dropped/Delayed:

  • Check to make sure your connection is stable.
  • Use a router recommended by Nextiva, proven to provide good QoS.Here is a list of recommend routers here.

  • Perform a Bandwidth test. Each phone has a 100kb upload and 100kb download requirement to work properly.

For Static, Echo, Garbled

  • Look at the physical connection between the phone and ethernet cord.
  • For handset devices, test if there is static when the call is on a speaker phone. If there is still static, the device may need to be replaced. Contact Nextiva sales for a replacement device. 
  • If the call was succesful with the speakerphone on, then the issue is likely the headset itself. Contact sales to receive a new headset. 

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

What is computer traffic?

Computer traffic is the total volume of cells, blocks, frames, packets, calls, messages, or other units of data carried over a circuit or network, or processed through a switch, router, or other system.

This includes every device, phone, computer, etc. within your network. The more devices within your network the more bandwidth you will need to have everythign work properly. Each phone requires 100ms download and upload speed. Check speed here.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

What is bottle necking?

Bottle Necking occurs when the performance or capacity of an entire system is funneled or limited by a device within the network.

If a network is bottle necking, this can drastically affect bandwidth, affecting VoIP call quality. 

How can I help this issue? 

  1. Check bandwidth speed
  2. Each phone requires 100kb upload and 100kb download per phone. 
  3. If your bandwidth speeds do not meet these standards, please contact your Internet Service Provider(ISP).

What if I have enough bandwidth?

There are a few issues that could be creating this bottle necking please check the Nextiva Network Guideline.If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

How to Configure a Bria Softphone on an Android Device

Before you are able to complete this phone setup, you must have created employees in your Nextiva account. You also must have added a phone to your Nextiva account.

Nextiva supports a variety of different softphones with our Hosted SIP Service. We recommend Bria, which is a product made by Counterpath, a non-affiliated company. Bria is simply-designed and offers the functionality necessary to integrate with our NextOS platform. It also provides a module that is easy to setup and use.

NOTE : Bria is not compatible with all Android devices. Please review the following list to ensure that your iPhone device is compatible with the Bria softphone software before purchasing the application.

Operating System

  • Android V2.2 or later

Supported Devices

  • HTC Evo™ 4G
  • HTC Desire™
  • HTC Desire Z™
  • HTC Wildfire™
  • HTC Thunderbolt™
  • HTC Aria™
  • HTC Legend™
  • HTC One V™
  • Droid Incredible by HTC
  • Nexus One™
  • Samsung Epic™ 4G Android Smartphone (SPH-D700)
  • Samsung Galaxy Nexus™
  • Samsung Galaxy S i9000
  • Samsung Galaxy S Fascinate™ 3G+ (SCH-i500)
  • Samsung Galaxy S Vibrant™ (GT-i9000)
  • Samsung Galaxy S Captivate™ (SGH-i896)
  • Samsung Galaxy S2™
  • Samsung Galaxy S III™
  • Samsung Galaxy Note
  • DROID by Motorola
  • DROID 2 by Motorola
  • DROID X by Motorola
  • Motorola ATRIX™
  • Motorola Charm™
  • Motorola Droid Bionic™
  • Motorola DROID RAZR MAXX™
  • Motorola Milestone™
  • Motorola XPRT™ MB612
  • Sony Ericsson XPERIA™ X10

1.) Our first step will include downloading and installing the Bria softphone on your Android device.  There is a cost associated to this software and may be purchased through your Google Play Store.

2.) Once the application has been installed, we can proceed to the setup process.  There are few pre-requirements necessary to be completed within your Nextiva NextOS Portal before the softphone can be provisioned and register with Nextiva’s servers.

  1. An employee must be created within your NextOS Portal with an assigned extension
  2. A Generic SIP Device must be added to the NextOS Portal under Devices.
  3. The employee that was created must have a Generic SIP Device assigned to the employee under the Assigned Devices section.  You can access this information by clicking EDIT next to the employee to whom the softphone will be assigned.

3.) Once you have opened the Bria application on your softphone you will see an icon in the bottom right corner of the screen that appears as, Two Gear Sockets connected together.  Select this icon to access the Settings Menu.

4.) At this point you will see various options within the Settings Menu.  From here proceed by tapping the option labeled as Accounts.

5.) At the top of the screen you will see an option labeled as ACCOUNTS +. Tap this option to begin creating a new account through your Bria Softphone.

6.) Avoid selecting any of the predefined criteria of another provider.  Proceed to select SIP Making Calls.

7.)    Here you will enter in information necessary to provision the Bria Softphone with information that can be obtained through NextOS portal.  Have your employee information available before proceeding into the next steps

  1. Account Name – Enter “Nextiva” or any description you would like to describe as your account name
  2. Display As – You can enter anything in this field and will typically show up as an “internal caller ID setting” when dialing another employee or extension on your NextOS portal
  3. Username – this was created when you established the employee on the Nextiva NextOS Portal.  You can EDIT your employee and proceed to click on EDIT under Assigned Devices to obtain these credentials. Your username will be labeled as SIP Username on the NextOS Portal.
  4. Password – This will also be defined under the EDIT section of your employee on the NextOS Portal.  If it is not clearly visible on the portal, select Reset Authentication Password and press the Generate button.  Here a new password will be created and before submitting enter the defined criteria into your Bria Softphone.
  5. Domain – your domain should be listed as, prod.voipdnsservers.com:5062 when connecting your Bria Softphone to a Nextiva NextOS account
  6. VM Number – Your voicemail number should be entered as 9999
  7. Proceed to click on Account Advanced
  8. Outbound Proxy – This should be listed as, prod.voipdnsservers.com:5062
  9. Authorization Name – The authorization name will also be obtained through your NextOS portal along with the information of the SIP Username and Domain.  In your portal this will be labeled as “Authentication Name.”
  10. At this time select the Back option and return to the Accounts Menu
  11. Press the Menu key on your Android phone and select EXIT
  12. Reload the Bria application through your application menu
  13. Select the CHECK BOX to the right of the account to enable the account
  14. You should proceed to see the Bria Icon display a registration (meaning the red X is removed from the Bria Logo)
  15. Place a test call to confirm success by selecting the PHONE icon at the bottom of the Bria Softphone Menu

NOTE : Bria’s interactions will vary depending on connection via Wi-Fi, 3G & 4G.  It is recommended using the Bria Softphone with a Wi-Fi or 4G connection typically. However, 3G connections may not provide enough bandwidth to support a quality phone call depending on the signal strength of your service provider.  Data rates with your service provider may apply.

 

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com

How to Configure a Bria Softphone on an iPhone Device

Before you are able to complete this phone setup, you must have created employees in your Nextiva account. You also must have added a phone to your Nextiva account.


Nextiva supports a variety of different softphones with our Hosted SIP Service. We recommend Bria, which is a product made by Counterpath, a non-affiliated company. Bria is simply-designed and offers the functionality necessary to integrate with our NextOS platform. It also provides a module that is easy to setup and use.

NOTE : Bria is not compatible with all iPhone Devices. Please review the following list to ensure that your iPhone device is compatible with the Bria softphone software before purchasing the application.

System Requirements:

Voice / Messaging and Presence Add-On:

  • iPhone – 3GS, 4, 4S, or 5 running iOS5+
  • iPod – Touch (3rd generation+)

Video Calling Add-On:

  • iPhone – 4, 4S, or 5 running iOS5+
  • iPod – Touch (4th generation+)

1.) Our first step will include downloading and installing the Bria softphone on your iPhone device. There is a cost associated with this software and may be purchased through your Apple Store.

2.) Once the application has been installed, proceed to the set up process. There are few requirements that need to be completed within your Nextiva NextOS Portal before the softphone can be provisioned and register with Nextiva’s servers.

  1. An employee must be created within your NextOS Portal with an assigned extension
  2. A Generic SIP Device must be added to the NextOS Portal under Devices.
  3. The employee that was created must have a Generic SIP Device assigned to the employee under the Assigned Devices section. You can access this information by clicking EDIT next to the employee to which you wish to assign the softphone.

3.) Once you have opened the Bria application on your cell phone you will see an icon in the bottom right corner of the screen that appears as, Two Gear Sockets connected together. Select this icon to access the Settings Menu.

4.) At this point, you will see various options within the Settings Menu. From here, proceed by tapping the option labeled as Accounts.

5.)    At the top of the screen you will see an option labeled as ACCOUNTS +. Tap this option to begin creating a new account through your Bria Softphone.

6.)    Avoid selecting any of the predefined criteria of another provider. Proceed to select SIP Making Calls.

7.)    Here you will enter in information necessary to provision the Bria Softphone with information that can be obtained through NextOS portal. Have your employee information available before proceeding into the next steps.

  1. Account Name – Enter “Nextiva” or any description you would like to describe as your account name.
  2. Display As – You can enter anything in this field and will typically show up as an “internal caller ID setting” when dialing another employee or extension on your NextOS portal.
  3. Username – this was created when you established the employee on the Nextiva NextOS Portal. You can EDIT your employee and proceed to click on EDIT under Assigned Devices to obtain these credentials. Your username will be labeled as “SIP Username” on the NextOS Portal.
  4. Password – This will also be defined under the EDIT section of your employee on the NextOS Portal. If it is not clearly visible on the portal, select Reset Authentication Password and press the Generate button. Here a new password will be created, and before submitting, enter the defined criteria into your Bria Softphone.
  5. Domain – your domain should be listed as, prod.voipdnsservers.com:5062 when connecting your Bria Softphone to a Nextiva NextOS account.
  6. VM Number – Your voicemail number should be entered as 9999
  7. Proceed to click on “Account Advanced”
  8. Outbound Proxy – This should be listed as, prod.voipdnsservers.com:5062
  9. Authorization Name – The authorization name will also be obtained through your NextOS portal along with the information of the SIP username and Domain. In your portal this will be labeled as Authentication Name.
  10. At this time select the Back option and return to the Accounts Menu
  11. In the upper left-hand corner of the screen select the ACCOUNTS button
  12. Proceed by tapping the PREFERENCES button
  13. Within the “Mobile Data Network” turn the following two settings ON

i.      Use When Available

ii.      Allow VoIP Calls

  1. In the upper left-hand corner of the screen select the ACCOUNTS button to return to the “ACCOUNTS” page
  2. Select the blue arrow to the right of your Nextiva account
  3. At the top of the Menu select the button labeled as REGISTER
  4. The softphone will display registered knowing that all necessary credentials have been met
  5. Place a test call to confirm success by selecting the PHONE icon at the bottom of the Bria Softphone Menu

NOTE : Bria’s interactions will vary depending on connection via Wi-Fi, 3G & 4G. It is recommended using the Bria Softphone with a Wi-Fi or 4G connection, typically. However, 3G connections may not provide enough bandwidth to support a quality phone call, depending on the signal strength of your service provider. Data rates with your service provider may apply.

Still have questions?

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com

How to Set Up a 3-way Conference Call on a Polycom Phone

You can create a conference (3-way) call with other parties using the conference feature on your Polycom phone. A conference call can be created with an active call or a call that is on hold (on the same line or from another line on the phone) by either pressing the More or Join soft keys on the display.

To start a conference (3-way) call:

  1. Call the first person or while you are on a current call. Note: You can either dial the number directly or search for the number in the Call Lists or in the Contact Directory.
  2. Press the Conference button on the phone or Confrnc soft key on the display to create a new call. Note: During a call the active call is placed on hold.
  3. Call the second party
  4. When the second party answers, press the Conference or the Confrnc soft key on the display again to join all parties to the call.
  5. To end the conference (3-way) call, press the END CALL soft key on the display or hang up.

Note: The other parties will remain connected together.

Note: You can split a conference (3-way) call by pressing the SPLIT soft key on the display screen. This will place both parties on hold.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com

How to Set Up: A 3-way Conference Call on a Cisco Phone

  1. During an active call press the CNF soft key on the display screen. The active call will be placed on hold and a second line will be activated with a dial tone.
  2. Dial the second party’s phone number.
  3. Once the second party answers, press the CONF soft key again. All parties will be connected on the call.
  4. Once you hang up, the other parties will be disconnected, as well.

You can also conference a call on hold to an ACTIVE call:

  1. With an active call and one or more calls on hold, you can create a conference call between the 2 calls.
  2. Press the CONFX soft key during an active call.
  3. If you have only one call on hold, the conference call is connected between the active call and the call on hold.
  4. If you have multiple calls on hold, choose between the calls on hold you want to conference together by pressing that line button of the call on hold.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com

How to transfer a call on a Cisco SPA Phone

Once you are on an active call you have two options of transferring the call.  You can perform either a warm transfer or a blind transfer.

Warm Transfer:

A warm transfer allows you to talk to the person who will be receiving the transfer.  This way you can ensure the person receiving the transfer is available and ready for the call.

  • You can perform a warm transfer by pressing the button on the phone that corresponds to the word xfer displayed near the bottom of the screen while on an active call. *Don’t put calls on hold, just press xfer.
  • Once you have pressed xfer, you will need to input the extension or number of the person you will be transferring the call to and press dial.
  • When performing a warm transfer, you are required to wait until the receiving party answers the call.  Once you are connected to the receiving party, you can press the xfer button one more time to complete the transfer.

Blind Transfer:

A blind transfer allows you to send a call to an alternate extension or phone number without waiting for an answer or confirming the availability of the receiving party.

  • You can perform a blind transfer by pressing the right arrow on the directional arrow pad, then pressing the button on the phone that corresponds to the word bxfer displayed near the bottom of the screen while on an active call. *Don’t put calls on hold, just press bxfer.
  • Once you have pressed bxfer, you will need to input the extension or number of the person you are transferring the call to and press dial.
  • This will immediately remove the call from your phone and send it to the extension or number dialed.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com




 
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