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Archive for the ‘Features’ Category

How to Setup Nextiva Anywhere User Level

Nextiva Anywhere allows you to make and receive calls from any device, at any location, with only one phone number, one dial plan, one voice mailbox, and unified set of features.This will allow you to move seamlessly to and from the devices you choice for this feature. You can now leave the office without leaving your business behind. 

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1.     Log into your Nextiva portal by visiting www.nextiva.com and clicking on the Customer Login found at the top right.

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2.     Once in your Nextiva portal select Call Control on the left hand side. Next, under advanced select Nextiva Anywhere. There should not be an area for you to enter in the cell phone number. Make sure you select Require Answer Confirmation and Use Nextiva-based Call Control Services

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3.     Selective Criteria can be set to forward or not forward calls based on a schedule. When in this tab click Add, type in your description and select the schedule you would like to be added to you Nextiva Anywhere feature. This will allow Nextiva Anywhere to work on your schedule. 

 

How to Set Up: Voice Mail

Voicemail allows your callers to leave a message when you are not able to receive a call for whatever reason.  This feature allows you to access the voicemail portal to create a personalized greeting that your callers will hear prior to leaving a message as well as allowing you to access the messages left by your callers. To protect your security, you may also create a personalized PIN that allows you to access your voicemail portal.

How to setup from phone

1. To setup voicemail from the phone, dial *86 OR 9999#

2. You will then be asked to enter your PIN.  If you have never set up your voicemail before, the default PIN is 0000#

3. You will now be asked to change your PIN to a personalized 4-digit number. 

4. Once you create a personalized PIN, you will be prompted to record your name.  You can then record your name and press #

5. Once your name has been recorded, you can now access your voicemail portal to record a personalized greeting, or check any messages that have been left by your callers.

 

From an external phone:

1. From any Nextiva phone, dial *86 OR 9999# (From an external phone, dial your office phone number and wait until you reach your voicemail greeting.  Once you reach your greeting, press the star [*] key.

2.You will then be asked to enter your PIN. Immediately press the star (*) key.

3. You will then be prompted to enter the MAILBOX ID.  The mailbox ID is the extension of the voicemail box you are trying to access, followed by the # sign.

4.You will then be asked to enter your PIN.  If you have never set up your voicemail before, the default PIN is 0000#. You will now be asked to change your PIN to a personalized 4-digit number. Once you create a personalized PIN, you will be prompted to record your name.  You can then record your name and press #.Once your name has been recorded, you can now access your voicemail portal to record a personalized greeting, or check any messages that have been left by your callers

How to Set Up Auto Attendant

Auto attendants allow companies to have automated a receptionist that provides a personalized message and routes callers to the correct person or group of people. Callers have the ability to connect to an operator, access a dial-by-name directory, direct dial an extension or connect to a specific department. Nextiva allows customers to have multiple auto-attendants

How to setup from portal: 

1.     Log into your Nextiva portal by visiting www.nextiva.com and clicking on the Customer Login found at the top right. You must be in the admin’s account in order to create an auto attendant.

2.     When you login with the  admin credentials, it will pull up the NextOS portal, from here click Sites and Employees. Find the site you would like to add the auto attendant and click Login under the corresponding admin login.

3.     Now on the left-hand side select Services, then select Auto Attendant, one on this page select Add. On this page you will be required to fill out: auto attendant ID, name of auto attendant, first and last name you calling line ID. Make sure that you have selected the correct time zone as well as the Business Hours schedule that you would like to have for this auto attendant. You have a variety of additional options, most customers stay with the default options with the exception of the Name Dialing Entries, the alternative choice is preferred.

4.      After selecting OK, you will be taken to the Business Hours Menu. On this page you will be able to upload a personal greeting and set up your transfer options for your customers. The Key will correspond to the number your customers will select and the Action will be the result of that selection. For example key 0 you may select Transfer to operator, and type in the operators extension number in the Phone Number box that should now appear.

5.     Once you have set up all of your routing selections press OK.  This will take you to the After Hours Menu, here you should make few options as most of your employees will not be in the office. This might be a great opportunity to have one of the options transfer to the company Voicemail. To do this choice a number, label it Voicemail in the description and select Transfer without prompt. Within the Phone Number box type *55100, this is the option you should also use for the operator.

Auto-Attendant

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 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.  

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 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 create a holiday schedule?

You can create holiday schedules for your auto attendant to properly alert your callers when you are out of the office. Between the start dates and the end dates you specify, callers who reach your auto attendant will hear a holiday greeting you specify when you configure the holiday schedule.  

To create your holiday schedule, watch this video or follow the instructions below:

  1. Navigate to www.nextiva.com. Click "Customer Login" on the upper right hand corner, and log in using your username and password.
     
  2. Click on Sites & Employees.

     

     

     

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  3. Click into the Admin Login for the site that needs a schedule created.

     

     

     

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  4. On the new page, click Schedules.

     

     

     

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  5. Click Add and create a title under Schedule Name. Select "Holiday" under Schedule Type.

     

     

     

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  6. Click OK to return to the Schedule menu. Click on Edit next to the schedule that you just created.

     

     

     

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  7. Click Add and enter the Event Name. Select the Start Date, specify AM/PM (or All Day Event where applicable). Select the End Time, specify AM/PM (if not All Day Event). Leave the Recurrence Pattern at "Never". Click OK.

     

     

     

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  8. Repeat steps 5-7 as necessary.
  9. Click OK when all definitions are complete.

     

     

     

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  10. Click OK to confirm changes and leave the Schedules page

     

     

     

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  11. Click Services on the Options menu on the left.

     

     

     

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  12. Click Auto Attendant.

     

     

     

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  13. Click Edit next to the auto attendant that needs a schedule put into place.

     

     

     

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  14. Click Profile on the auto attendant profile.

     

     

     

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  15. Select the new schedule from the Holiday Schedule drop down. Click After Hours Menu (Also saves current screen data).

     

     

     

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  16. Select Personal Greeting. Click Choose File and select the After Hours Greeting file that you want played when the menu is reached. Click OK and you're all set!

     

     

     

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If you would like a customized recording, the Nextiva team can record one for you for $25 per each individual recorded file. Nextiva offers several voice options. Please send your 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 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




 
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