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.
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.
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.
Schedules are used to dictate when different call processing polices are activated/deactivated. You can setup multiple schedules for any week, or even holiday schedules. Schedules will need to be setup in order for many features to work correctly within the Nextiva platform. Please remember to create a working schedule as well as any after-hours schedule so that you can properly route calls throughout the day.
Setting up a schedule from the portal:
1. To add a schedule click Add and type in the Schedule name. There are two types of schedules, Holiday and Time. Holiday schedules are used to override time schedules to allow for alternate schedules to be used on selected days. A Time schedule is used for activating and deactivating call processing policies on an everyday basis. Once you select a type click OK to add the schedule.
2. Each schedule can have multiple events to allow for complex call processing policies. Once a schedule is added it will show up under Schedules and can be selected by clicking on it. When you click on the schedule, it will open the Schedule Modify screen. This screen will allow you to add events to the schedule. To add an event, click Add. This opens the Event Add screen.
3. Enter an Event Name. Enter a Start Date, Start Time, End Date, and End Time. To make this an all day event, check the box next to ALL Day Event. If you are going to have a Recurrence Pattern for this event then the Start Date and End Date are relative and the schedule will follow the Recurrence Pattern first. This means, if you put in today’s date for the start date, tomorrow’s date for the end date, and make the event active every Monday, then the event will go from Monday into Tuesday every week.
4. Recurrence Patterns can be set for this event so it will repeat. The event can be repeated Daily, Weekly, Monthly, or Yearly. You can also set an end date for this event after a set number of occurrences or have it end on a specific date.
· Daily- The event is repeated every set number of days.
· Weekly- The event is repeated every set number of weeks on selected days of the week.
· Monthly- The event is repeated every set number of months on a selected day of the month. That day can be set based on date (such as the 1st of the month or 25 of the month) or by the specific day of the week within the month. For example, the second Tuesday of the month.
Yearly- This event is repeated every set number of years on a selected day of the year. That day can be set based on date (such as the 1st of a set month or the 25 day of that month) or by the specific day of the week within a set month. For example, the second Tuesday of November.
Music on Hold (MoH) is a service that plays music when you place a customer on hold. This service is turned on by default and will play generic music. Custom music can be uploaded so that when someone is placed on hold they hear whatever music you prefer to use.
How to format Music on Hold files:
All MoH files need to formatted to one of the following specifications:
μ-law, PCMU or G711μ
8 or 16 bit
Nextiva Music on Hold Files:
Nextiva has music on hold files that you are able to simply select and utilize. You can hear the files here:
Click on Search to pull up a list of all the groups on the account
Select the group that will have the Music on Hold updated. If you did not setup groups, then select the default group
From the options menu select Services
Under basic services select Music/Video on Hold
Click on Group to set the group Music on Hold
Choose Custom Music/Video File
Click on Choose File to upload a new Music on Hold file
Now all calls that are placed on hold will have the new music.
There can be a separate Music on Hold file for each site/group on your account. If you have call centers or call queues setup, then each of those can have their own music, as well. Nextiva does not currently support streaming music for Music on Hold.
Internal calls can have different music, as well. On the Music on Hold page, select the tab Internal Calls Settings and check the box that says "Use Alternate Source for Internal Calls".
Enter your username and password, and click Sign In
On the left hand side of this portal, click on Enterprise Admin Login
This takes you into the CP Portal
You can also log in to the CP Portal directly if you have a CP login. Go to cp.nextiva.com. The NextOS Portal automatically logs you into the CP portal as the administrative login when you click the Enterprise Admin Login button.
Custom ringback tones allow customers to hear a selected audio file rather than ringing when they call your phone.
How to set a custom ringback tone:
Open up the user’s personal web portal
Select Incoming Calls under Options
Click on Custom Ringback User, then click Add and enter a description.
Select Play Custom Ringback. Select any schedules you which to apply or if you wish to set this ringback for only for selected phone numbers, otherwise skip this step. Click on the Initial Ringback tab
Select the Personal Ringback File radio button. Click Choose File and select the file that you wish to upload. Finally, click OK.
File format for the Ringback tone
All ringback tones need to be in one of the following formats:
μ-law, PCMU or G711μ
8 or 16 bit
Setting up ringback tones on other services
Custom ringback tones can be added on any service that provides ringback in the same way as above. The entire group can have a ringback tone set, as well.
Group Ringback tones
Login to the CP Porta. Then click on Groups.
Select the group you wish to set the ringback on. Select Services under Options
Click on Custom Ringback Group. Next, clickAdd, enter a Description and select Play Custom Ringback.
Select any schedules you which to apply or if you wish to set this ringback for only for selected phone numbers, otherwise skip this step
Click on the Initial Ringback tab,select the Personal Ringback File radio button. finallyClick choose File and select the file that you wish to upload and click OK.
Virtual On-Net Extensions allow you to have people that don't have phones or users to have extensions in the system. Calls can be placed and transferred to this extension, and they will route to the person's external number, such as a cell phone. When calls come in from their external number the Nextiva phone will show the internal extension and caller ID. This would, in effect, mask the external number and display the internal extension. These are extensions only and do not have any advanced call routing or voice mails (can’t set up a phone/device).
How to setup Virtual On-Net Extensions
Login to the CP Portal. (link)
Click on Groups
Click on Search to pull up a list of all the groups on the account
Select the group that will have the Extensions added to it
Click on Virtual On-Net Enterprise Extensions
Enter the last name and first name for the extension
This will automatically populate the Calling Line ID fields, which then can be adjusted
Enter the phone number that the extension will be forwarded to
Enter the extension that will be assigned to the employee
Select Virtual-On-Net from the Virtual On-Net Call Type drop down
How to add multiple Virtual On-Net Extensions at one time
You can click on Add Range from the Virtual On-Net Enterprise Extensions and put in a range of extensions that will be mapped to a range of external numbers. This is only useful if you have a range of contiguous external numbers to map the internal extensions to.
Nextiva can integrate into many kinds of CRM software. A CRM is a program that stores customer data and allows easy access. NextOS can be connected to most CRM software, and the easiest way to get more information on this is to call Nextiva Support. We will provide you with the information that is required to setup CRM integration.
Please contact our Amazing Service team at 800-285-7995 from 5:00am – 6:00pm AZ time Monday-Friday, or Saturday from 9:00am – 1:00pm AZ time. Or, simply email us at email@example.com.
When you receive an incoming call, you will see the pop-up that says "Incoming Call" on the bottom right of your screen. If you click the second button, which looks like a web page, it will pop up the URL.
Call Me Now allows a client to enter their phone number on your website and be immediately connected to your company. After they enter their phone number, Nextiva will place a call to their phone and when they answer it will ring through to the Nextiva line this feature is connected to.
Enabling Call Me Now
Login to the user’s personal web portal or the service you wish to have Call Me Now setup to
Click on Incoming Calls under Options
Click on Call Me Now under Advanced
Put in a description for this Call Me Now section
Select the Do not reject call radio button
If desired set a time schedule, see Schedules
Back at the main Call Me Now screen, set Call Me Now to On and set Answer Confirmation to None
Enter the user ID for the user with @nextiva.com at the end
Click Generate to create the link to embed in a website
The code can then be copied and pasted into a website to allow Call Me Now
Nextiva cannot provide support for any API commands or setup but provides this as a starting place to setup Call Me Now integration into your website.
There is a call me now API command that will allow a web developer to integrate the Call Me Now into your website. The following must be sent as POST to our server with USERID and NUMBER replaced with the User ID (including @nextiva.com) of the account that Call Me Now is connected to and NUMBER replaced with the number the Call Me Now should connect to.
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.
Steps to Set Up Nextiva Anywhere in Group Level
In the NextOS Portal, click into the Group level. Select Services under Advance Settings and select Nextiva Anywhere.
Under addresses, assign a main telephone number. This will be the number you dial when using Nextiva Anywhere.
Fill in the required criteria. For your Anywhere ID, use @ prod .voipdnsservers.com
Steps to Set Up Nextiva Anywhere in Group Level
In the NextOS Portal, select which user you would like to set up. Once the user is selected, click Services under Advance Settings and select Nextiva Anywhere.
Fill in the requested criteria and press OK.
Once you have completed these steps, call your main Nextiva Anywhere number from the device you selected.
You will be prompted to “Please enter the number from which you are calling, followed by the # Key.”
Then you will be prompted to please enter your pass code followed by the # key. Your pass code will be you 4-digit voice mail pass code.
Then you will be prompted to enter the destination digits. You will hear a dial tone.
Once you entered the number you want to dial, the call will connect and it will appear as though you are dialing from your Nextiva VoIP phone. The Caller ID will also show the same as your Nextiva VoIP.
If Nextiva is set up properly, when you receive an inbound call on your Nextiva VoIP phone it will ring your Nextiva Anywhere phone simultaneously.
Nextiva Assistant Enterprise, also called the Nextiva Toolbar, is an easy to use online interface to your NextOS account that is used with Microsoft Outlook and Internet Explorer and is available to Nextiva Enterprise customers. The Nextiva Toolbar enables users to perform basic call control functions and configure commonly used services online instead of through the phone or device. The first step to activating this feature is to install the Toolbar application to your desktop.
Run the file and make sure to have IE, Firefox and Outlook closed.
You will need to be an administrator to install it.
The first time it is run it might have a security popup on the bottom of the screen that you have to allow.
Once installed, click on the options button to display the setup options.
On the General tab, check the box that says Auto login when connected to network
Under the Account tab, put in the user level login and password. You may choose to save the username and password here. You must have user level login enabled for this user in order for the Toolbar to work.
Under Connection put cp.nextiva.com and leave the port at 2208
Click OK to close the Options window.
Last, click the button that looks like an eye to log in.
In Outlook 2007 and later versions, the Toolbar shows up in the Add-Ins ribbon.Follow the same steps to get this to work with Internet Explorer. The Toolbars are nearly identical. You will only need to setup the Toolbar once for it to work in IE, Firefox, and Outlook.
Group Paging enables a user to page group of users by dialing a paging group number or extension. This feature acts like a group intercom. Every member that was added to the Group Paging set up will be able to receive the intercom function over there phone’s speaker. (Users will not be able to receive intercom functionality while they are on a call).
Setting up Group Paging:
Go to the Group level in the NextOS panel, select Services
Under the Advance Settings, select Group Paging
Under Addresses you will need to assign a main telephone number or extension.
This will be the number/extension you dial in order to page using Group Paging
Fill in all of the required criteria. Make sure that your Paging Group ID is @prod.voipdnsservers.com
After setting up your Group Paging, click on the group you just created.
You will want to first set up originators. This is the person or person that will be able initiate the Group Page.
Select the Originators tab. You will be able to move all or specific users as an originator.
Press OK when complete
After setting the originators, you will want to set up your targets. Targets are the users that will be able to receive the Group Page.
Select the Targets tab. You will be able to move all or specific users as Targets.
Press OK when completed
Once completed, the originators will be able to dial the main number selected or extension selected and establish a groups page to all targets selected.