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Archive for the ‘General Questions / Billing’ Category

CPNI (Customer Proprietary Network Information)

What is CPNI?

The U.S. Telecommunications Act of 1996 granted the Federal Communications Commission (FCC) authority to regulate how customer proprietary network information (CPNI) can be used and to enforce related consumer information privacy provisions.

The Federal Communications Commission (FCC) enacted rules protecting the customer information gathered by local, long distance and wireless (and now VoIP) phone companies such as the phone numbers that a customer calls, when the calls are made, and the different services a customer uses. This information is referred to as Customer Proprietary Network Information (CPNI).

How Nextiva Regulates CPNI:

Federal law gives you the right, and NEXTIVA the duty, to protect the confidentiality of your customer proprietary information. This customer information includes the type and number of lines you have, class of service (business or residential), technical characteristics, as well as where, when, and to whom you place a call and the related billing for these services. This notice allows NEXTIVA to use this information to enhance our ability to offer products and services tailored to your specific telecommunications needs. NEXTIVA may offer complementary or other products or services. NEXTIVA also may share this information with its affiliates, agents, partners, joint ventures, or other related entities for administrative and marketing purposes.

You have the right to disapprove or withdraw NEXTIVA’s use of your customer information for these purposes. Your decision to restrict use of your customer information will not affect the service you receive from NEXTIVA. If you do not restrict NEXTIVA’s use of your information, we can use your customer information for the purposes described in this notice, such as offering you products and services that you may find valuable. If you wish to restrict NEXTIVA’s use of your customer information, please notify NEXTIVA, attention Customer Care, in writing at the address below or call us at 800-285-7995. You may change your decision at any time and your decision will remain valid until you tell us otherwise.

You may receive marketing information from NEXTIVA even if you restrict NEXTIVA’s use of your customer information. These materials are developed without using the customer information described in this notice. You can contact us at any time to find out about NEXTIVA products and services. If you decide to restrict NEXTIVA’s use of your customer information, we may still use your customer information to talk to you about those products and services if you contact us to ask about products and services.

NEXTIVA will not sell, trade, or share your service and usage records with anyone outside of NEXTIVA personnel or others authorized to represent us to offer products and services, except as required by law. NEXTIVA would like to take this opportunity to thank you for your business. NEXTIVA, Inc. Attn: Customer Care 8800 E. Chaparral Rd., Suite 300 Scottsdale, AZ 85250

How Nextiva authenticates accounts:

Disclosure of any CPNI is prohibited unless one of the following authorization requirements has been met:

  • Account owner or Authorized User has validated using their Security PIN.
  • An outbound call has been made to our primary contact phone number and validated the Account Owner or Authorized User.
  • Outbound email correspondence has been provided to our customer’s primary email on record.

The FCC is empowered to investigate consumer complaints about unauthorized or unlawful disclosure of customer information, and can issue citations and propose fines.

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, 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  

What is the charge for incoming toll-free calls?

The cost for all incoming toll-free calls is 2.5 cents per minute. There is no charge for outgoing toll-free calls.

If you have any questions directly ask an Amazing Service Team member here or email us at

What types of audio formats does Nextiva support?

For voicemail greetings, auto-attendant, and other audio functions, Nextiva supports the following file formats:

  • .wav formatted
  • μ-law, PCMU or G711μ
  • 8 or 16 bit
  • Mono
  • 8000 HZ

Please convert your recording file to one of these formats before uploading.

If you have any questions directly ask an Amazing Service Team member here or email us at

How do I contact Nextiva’s Customer Service?

Nextiva’s Amazing Service support team can be reached at 800-285-7995 from 5:00am – 6:00pm AZ time Monday-Friday, or Saturday from 9:00am – 1:00pm AZ time. Ask any questions directly ask an Amazing Service Team member here or email us at

Can I use my computer while I’m on the phone?

Using a phone registered with Nextiva’s services will not prevent the user from using their computer.

If you have any questions directly ask an Amazing Service Team member here or email us at

Will my Nextiva service work during a power outage?

Nextiva’s services will not work during a power outage, as Nextiva’s services require an active Internet connect. However, within Nextiva’s portals there are features that allow for automatic forwarding in the event of a power outage. Please see the screenshots below to see how these are managed in each portal:

For Office Manager, after logging into the employee select Phone Settings on the left, and then enter the forwarding number under Alternate Phone Number.

For NextOS, you will log in to the user profile through the enterprise portal, and select Call Forwarding Not Reachable to enter the forwarding number when your phone is unreachable.

If you have any questions directly ask an Amazing Service Team member here or email us at

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