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Archive for December, 2013

How to Set Up Call Forwarding


Call Forwarding Always – automatically forwards incoming calls to a different phone number, such as your home office or cell phone.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding Always. Once selected, you can add or change the number where you want to send your incoming calls.

This feature is able to be turned on and off from the keypad on your phone. To activate this feature, simply press *72, then follow the prompts to enter the forward-to number. To deactivate this features, press *73.

Call Forwarding Busy – forwards your incoming phone calls when your phone line is busy and cannot receive another call. This feature can be used when you would rather have a secretary or coworker receive the call instead of going to your voice mail if your line is busy.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding Busy. Once selected, you can add or change the number where you want to send your incoming calls.

This feature is able to be turned on and off from the keypad on your phone. To activate this feature, simply press *90, then follow the prompts to enter the forward-to number. To deactivate this features, press *91.

Call Forwarding No Answer – allows you to forward all of your calls to a phone number, instead of voice mail, whenever you do not answer your phone. This feature can be used when you would rather have a secretary or coworker receive the call instead of going to your voice mail if you are unable to answer the call.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding No Answer. Once selected, you can add or change the number where you want to forward your calls if you are unable to answer.

This feature is able to be turned on and off from the keypad on your phone. To activate this feature, simply press *92, then follow the prompts to enter the forward-to number. Deactivate this feature by pressing *93.

Call Forwarding Not Reachable – forwards calls to a different number when your device is not accessible by Nextiva.

If your telephone gets physically disconnected, or the telephone system does not have your information entered correctly, the call won't be lost; it will get forwarded to a different number that you specify. Note: The number to where you forward your calls must be permitted by your outgoing calling plan.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Forwarding Not Reachable. Click the On button, and enter the forwarding number to add.

Call Forwarding Power Outage – Nextiva voice services will not work during a power outage, as Nextiva's service requires an active Internet connection. However, within Nextiva's portal, there are features that allow for automatic forwarding in the event of a power outage.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding Not Reachable. Click the On button, and enter the forwarding number to add.

For Office Manager accounts, after logging in to the Personal Web Portal, select Phone Settings on the left and then enter the forward-to number under Alternate Phone Number.

Call Forwarding Selective – automatically forwards your incoming calls to a different phone number when predefined criteria, such as the phone number, time of day, or day of week, are met.

This feature activates when certain conditions are met. These conditions include:

  • Phone number
  • Time of day
  • Day of week
  • Caller ID is Private or Unavailable
  • Holiday

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding Selective. Click the On button and the forwarding number to add. Then, define the criteria based on the incoming caller's identity, ranges of digits, or time schedule.

This feature is able to be turned on and off from the keypad on your phone. To activate this feature, simply press #76, then follow the prompts to enter the forward-to number. Deactivate this feature by pressing #77.

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

Note: If the incoming call does not match any of the criteria, normal call handling applies.

 

How do I record voicemail and auto-attendant greetings?

 

When creating your voicemail greeting, you must already have the user created. When creating an auto-attendant greeting, you must already have auto-attendant set up.

Voicemail

To record a voicemail greeting for yourself, you must first have the user created.  Once the user is created, if you have a Nextiva phone assigned to the user, you can dial 9999 from the phone.  The user will be prompted to enter a voicemail PIN.  The default PIN is 0000.  Once this is entered, the system will prompt you to change the PIN.  You will enter the new PIN twice and then go into the main menu.

There are two greetings the user can setup: the “Busy” greeting (Option 2) or the “No Answer” greeting (Option 3).  After you select the greeting you wish to record, you’re prompted to record the greeting.  After you record the greeting, you will get the option to record a new greeting, listen to the current greeting or use the system greeting.  Once satisfied with the greeting, you can exit the voicemail portal.

Auto-attendant

To record your own auto-attendant greeting, you will also dial 9999 from any phone on the Nextiva system.  When the voicemail portal begins, press the * key.  When it prompts for the mailbox ID, press 9999 again.  You will be prompted to enter the PIN.  It should be 0000 unless you have previously changed it.  The prompts will ask if you are recording an auto-attendant greeting for the business hours or for after hours.  You will be able review the greeting.  Once you are happy with your greeting, you can select that greeting and exit the voice portal.

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

How do I record an auto-attendant greeting on my telephone?

If you are using our Connect product and don't have a microphone, we give you the ability to record the auto attendant greeting via your telephone with a few easy steps.

  1. Log into the Office Manager. You should have received your login from Nextiva when you signed up. In the case that you lost it, please contact Nextiva Support to reset it.
  2. Click on Default -> Employees under the Site left navigation bar.
  3. Click on Edit for the default employee that Nextiva creates for you when you sign up.
  4. Click on the Outside Line drop down box and check on the telephone number that you purchased when signing up.
  5. Click Save

You are now ready to make recordings! To record your greeting, simply pick up your telephone and call your Nextiva phone number. If you don't remember your phone number, you can get it by re-logging into your office manager at https://manage.nextiva.com.

If you want multiple greetings, you can do so by calling your number multiple times and leaving multiple voicemails. Once you are done with all your greetings, you can go ahead download them to your computer. You can do so by going to https://portal.nextiva.com. In most cases, you can use the same login as you did for your office manager. If you can't login with the same details, please contact Nextiva support for assistance.

  1. Once logged in, click on VoiceMail on the right navigation menu. You should see your voicemails you recently added. You can save them to your computer by clicking on the New Messages link.
  2. To save the recording to your computer, you can click on the speaker icon under Listen and click Save As.
  3. The last step is to upload your recordings to the Office Manager. Please go back to the office manager at https://manage.nextiva.com and click on the Auto Attendant link under Sites. Under the Greeting it gives you the ability to upload your own greeting. Click Browse, find the WAV file you downloaded from your portal (Usually called voicemail.wav) and click Save.

Once you save, your auto attendant now has a greeting! If you only have one DID, please make sure to remove your phone number from your 'Temporary' employee under 'Employees' and assign it to our Auto Attendant. If you have any questions or problems with uploading your own greeting, please contact Nextiva Support at support@nextiva.com

I am unable to send faxes

Here are some troubleshooting steps you can perform on your fax bridge if you are unable to send faxes.

If you are having issues sending from your fax machine:

  1. Verify that the fax machine is plugged into the fax bridge and is configured to answer a call.
  2. Verify that the phone line from the fax bridge is plugged into the line port on the fax machine.
  3. If the fax machine has a handset make sure to check for dial tone.
  4.  If the user has a regular old phone handset, have them try to plug the phone into the fax bridge telephone port to test for dial tone.
  5. Verify that there is no pre-programmed options for dialing a 9 or 8 before sending out a call.

Usually, the issue is that the fax bridge is ringing the fax port trying to deliver a fax and since the fax machine is not configured to answer calls the port will just ring and ring.  So when a you try and send a fax there is no dial tone because the fax bridge is trying to ring the fax machine.

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, begin by signing in to your Nextiva Connect account.

For Auto Attendant Recordings:

Once you are signed in to your account, navigate to Sites and click 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 into 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.

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

How to Set Up: Hunt Groups

This feature allows for you to have a single or multiple numbers ring to multiple users in your account. This can be setup to ring each phone at the same time or in a specific order. This feature is perfect for a company that either needs multiple people to answer your phone calls or for calls to roll over to other users if for example your receptionist is busy.  

How to setup from the portal: 

1.Log into your Nextiva portal by visiting www.nextiva.com and clicking on the Customer Login found at the top right. After that you will want to click on Sites and employees on the left side. From this new page click on Admin login.

2.Once logged in to your admin panel, click on services on the left side of the page. Under the basic side of the page click on Hunt Groups.  Then click Add.

3.The first box you will come to is the Hunt Group ID. This is a user name for the hunt group, this can also be anything you would like it to be as long as it is unique. IE: MycompanyHG. The next box names the hunt group. This is for your reference, your callers will not see this name. IE: Main Hunt Group. The calling line ID in the next field is set for the Inbound Caller ID which will be displayed on your office phones when a customer would call in. This is great if you have multiple hunt groups which need to be answered in a specific way, allowing you to see on the phone which hunt group they are calling in to and how you would want to pickup that call. IE: Main Support. The last part of this first area is called Group Policy, this is how the users in the hunt group would ring. Most cases you would want it setup as Regular ( Default) this rings 1 phone at a time in a set order, or Simultaneous, this rings every phone at the same time.

4. The next area you will want to setup is the No Answer Settings. The first option you will see in this box is used if you are using the Regular setting under the Group policy. This will set how long each phone will ring before it skips to the next employee. To enabled this feature click the check box and enter the amount of rings. Note: You want to try and keep the number of rings around 6 rings or less. The next option is Call forwarding after waiting. This feature allow you to forward you calls out to either another user outside the hunt group or an outside line like a cell phone. To enable this check the box to the left and enter how many seconds you want it to ring in the office before forwarding out. Note: your average ring is around 5 seconds per ring. Then enter the number you will forward to in the box below.

5.The Not Reachable Settings box will allow your hunt group to forward out if our system detects the phones offline. This is useful if you lose internet connection or have a power outage. To enable this feature check the box next to Enable Call Forwarding Not Reachable. Then enter the outside line in the box below.

6. Next you will want to add the users to this hunt group. In the field Enter Search Criteria click on the Search button on the right side of the page. The box below labeled Available users should populate with each user in the account that can be assigned to your hunt group. To add these users to the hunt group simply click on their name and click add in the center of the page. Or if you want everyone in your account on the hunt group you can simply click Add All in the center. This will moved the Users over to the Assigned Users Box. To change the order in which they will ring if you are using the Regular Group Policy click on the assigned user then click Move up or Move down at the bottom of the Assigned users box. Once you are satisfied with your assigned users. Click on OK at the bottom of the page.

7. After you click on OK you will be brought back to the main Hunt Group page. On this page click edit on your newly created hunt group. This will load the profile page for your new hunt group. The final step to the setup is assigning your phone number or extension to the hunt group. On the profile page click on Addresses under basic. On the addresses page you will see a drop down box labeled Phone Number. Click this drop down and chose the number you will want to have assigned. If you do not want to use a phone number you can also enter an extension in the Extension box instead.  

How to Set Up: Do Not Disturb

If you don’t want your calls to be disturbed, you can send all incoming calls to your voice mail. The caller hears no rings, just your voice mail message. Once Do Not Disturb (DND) is active, all incoming calls will be forwarded to your voice mail. If there is no voice mail configured, all callers will hear a busy tone.


To activate this feature, form your phone you can:

  • Press the Do Not Disturb button on your phone. If your phone does not have a DND button, follow the instructions below.  
  • You can dial *78 to activate, or *79 to deactivate.

To activate this feature, form your Portal:

  1. Log into your Nextiva portal by visiting cp.nextiva.com. From this page type in you will need to type in your login credential and select login. 
  2. After logging in, click on “Incoming Calls” under the “Options” menu on the left side of the screen and under “Basic” select “ Do not Distrub”
  3. Then select On and press OK.  You should now see it say Do not Disturb-on.  

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

How to Set Up: Call Parking

Call Parking, by definition, is taking a call and parking it against an extension so that you can retrieve it from another extension. Calls can only be parked against extensions on the account. Only one call can be parked at a time per extension.

How to park a call:

  1. Press the Park button, if your phone has a Park button.  Otherwise, place the call on hold and dial the Transfer button.
  2. Dial the extension to park the call against
  3. Press the Enter or Dial key

For example: HOLD – Transfer – dial 101 – Enter

How to retrieve a call:

  1. Press the Unpark button, if your phone has an Unpark button. Otherwise, dial *88.
  2. Enter the extension the call is parked against
  3. Press the Enter or Dial key

For example: *88 DIAL – 101 enter

Please note:

  • Calls can only be parked against extensions on the account
  • Only one call can be parked per extension
  • If a call is parked for a certain period of time the call will ring back to the phone where it was originally parked

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

How to Set Up: Dial by Name Directory

Dial by Name Directory is a feature in an auto-attendant that allows a caller to search for a user by name. When a call is placed to the auto-attendant and the caller selects the Dial By Name directory option, they will be able to type in the first few letters of an employee’s first or last name. When the system finds the person searched for, it will play the name that was recorded when the employee set up their voice portal.

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

How to Set Up: Call Recording

Call Recording allows you to record calls placed to phones on your NextOS account. Nextiva will save your recordings for 60 days, and they are available for you to download if you need to store them for longer. If you are required to record calls for legal reasons, or if you check calls for quality assurance, then Call Recording can be used. Please check local laws to be sure you are following proper procedures for recording calls.

How to turn on call recording

  1. Open up the user’s Personal Web Portal
  2. Click on Call Control under Options
  3. Select Call Recording under Advanced
  4. Change the radio button to Always
  5. Press OK
  6. Place a test call for at least 30 seconds
  7. Call into Nextiva Support to have them set up your user login to the call recording server (800-285-7995)

How to access call recordings

  1. Your recordings will be saved for 60 days, and they are available for you to download if you need to store them for longer. Open http://recorder.nextiva.com in your browser.
  2. Enter your username and password
  3. The main page will show you all of your call recordings and will allow you to play them back from here
  4. You can search the recordings using the search boxes on the left-hand side

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

How do I change my credit card on file for my fax account?

To update the credit card on your vFAX account, follow these steps

  1. Log in to the vFAX Portal with your username and password.
  2. You will be required to enter your current password, and then a new password twice, plus your 4-digit security PIN and a security question.
  3. Once you are logged in, click on Manage Credit Card under the Credit Account menu on the left side of the screen. Here, you can modify your credit card information and billing address.
  4. To make a payment towards your account, click on Account Payment under the Credit Account menu on the left side of the screen. It will show your balance and its due date. To complete the payment, simply press Continue and your account's credit card will be charged.

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




 
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