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Archive for the ‘Features’ Category

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

How to Set Up: Scheduling

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.

How to Set Up: Custom On-Hold Music


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:

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

How to upload Music on Hold files:

  1. Log into the CP Portal
  2. Click on Groups
  3. Click on Search to pull up a list of all the groups on the account
  4. Select the group that will have the Music on Hold updated. If you did not setup groups, then select the default group
  5. From the options menu select Services
  6. Under basic services select Music/Video on Hold
  7. Click on Group to set the group Music on Hold
  8. Choose Custom Music/Video File
  9. Click on Choose File to upload a new Music on Hold file
  10. Click OK

Now all calls that are placed on hold will have the new music.

Options

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".

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

How to Set Up: Custom Ringback Tones

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:

  1. Open up the user’s personal web portal
  2. Select Incoming Calls under Options
  3. Click on Custom Ringback User, then click Add and enter a description.
  4. 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
  5. 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:

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

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

  1. Login to the CP Porta. Then click on Groups.
  2. Select the group you wish to set the ringback on. Select Services under Options
  3. Click on Custom Ringback Group. Next, click Add, enter a Description and select Play Custom Ringback.
  4. 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
  5. 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.

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

How to Set Up: Virtual On-Net Extensions

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

  1. Login to the CP Portal. (link)
  2. Click on Groups
  3. Click on Search to pull up a list of all the groups on the account
  4. Select the group that will have the Extensions added to it
  5. Click on Virtual On-Net Enterprise Extensions
  6. Click Add
  7. Enter the last name and first name for the extension
  8. This will automatically populate the Calling Line ID fields, which then can be adjusted
  9. Enter the phone number that the extension will be forwarded to
  10. Enter the extension that will be assigned to the employee
  11. Select Virtual-On-Net from the Virtual On-Net Call Type drop down
  12. Click OK

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.

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

How to Set Up: CRM Integration

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 support@nextiva.com.

How to Set Up: Call Pop-Up

Call pop-up is used to pull up a website using the inbound caller information as a variable.

Call Pop-Up from the Nextiva Toolbar:

Click on the Settings button from the toolbar:

 

Select the Web Screen Pro option from the left-hand menu. Enter the Web Screen Pop URL in the box, and click OK.

Call Pop-Up from the Call Manager:

  1. Open the user’s personal web portal
  2. Select Call Manager from the launch drop down
  3. Click on the Settings option halfway down the page
  4. Check the box labeled Enable Web Screen Pop on calls, and enter the Web Screen Pop URL

 

 

 

 

 

 

Settings for Call-Pop URL

There are several different tags that can be placed in the URL that will be filled in when the link is clicked

__REMOTE_PHONE__ : The calling phone number

__REMOTE_NAME__ : The caller ID of the caller

__CALL _TYPE__: The type of the call, either “Incoming” or “Outgoing”

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Sample URL http://yourwebsitecrm.com/lookup.php?PHONE=__REMOTE_PHONE__&CALLERID=__REMOTE_NAME__

This would be processed into something like this:

http://yourwebsitecrm.com/lookup.php?PHONE=8009834289&CALLERID=NextivaSupport

How to Activate Call-Pop

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.

 

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 Me Now

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

  1. Login to the user’s personal web portal or the service you wish to have Call Me Now setup to
  2. Click on Incoming Calls under Options
  3. Click on Call Me Now under Advanced
  4. Click Add
  5. Put in a description for this Call Me Now section
  6. Select the Do not reject call radio button
  7. If desired set a time schedule, see Schedules
  8. Click OK
  9. Back at the main Call Me Now screen, set Call Me Now to On and set Answer Confirmation to None

Setup the Call Me Now link

  1. Go to Call Me Now Setup
  2. Enter the user ID for the user with @nextiva.com at the end
  3. Click Generate to create the link to embed in a website
  4. The code can then be copied and pasted into a website to allow Call Me Now

API

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.

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

How to Set Up Nextiva Anywhere Group 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. 

Steps to Set Up Nextiva Anywhere in Group Level

  1. In the NextOS Portal, click into the Group level. Select Services under Advance Settings and select Nextiva Anywhere.
  2. Under addresses, assign a main telephone number. This will be the number you dial when using Nextiva Anywhere.
  3.  Fill in the required criteria. For your Anywhere ID, use  @  prod .voipdnsservers.com

 

 

Steps to Set Up Nextiva Anywhere in Group Level

  1. 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.
  2.  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.

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

How to Set Up: Busy Lamp Field

Busy Lamp Field allows you to monitor when other users are on their phone. It also allows you to pick up calls that are ringing to monitored users.

How to Setup Busy Lamp Field in the Portal

  1. Open the Personal Web Portal for your user
  2. Click on Client Applications under Options
  3. Click on Busy Lamp Field
  4. Enter the employee’s user ID followed by BLF in the List URI field
  5. Change the drop down to prod.voipdnsservers.com from nextiva.com
  6. Search for the people you want to monitor or click Search to pull up a list of all users
  7. Select the people you wish to monitor from the Available Users box and click the Add button
  8. You can then rearrange the order by using the Move Up and Move Down buttons
  9. Click OK

Loading the Configuration into Polycom Phones

To update Polycom phones, simply reboot the phone. It will download its new configuration file and load the Busy Lamp Field into the phone.

Loading the Configuration into Other Phones

Currently to configure all other phones, users will have to call into support for quick setup. As always, Nextiva is working on simpler ways to update Busy Lamp Field for users.

To Answer Calls That Are Ringing To Monitored Users

When another person’s phone is ringing, you can press the line key that is associated with that user and it should pick up the call using directed call pickup.

Some phone models may not support this feature or the phone may have to be configured to use the directed call pickup feature on Busy Lamp Field.

However, this does not allow you to make calls from the monitored line; it allows the pickup of calls that are ringing to their phone.

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

How to Set Up: Group Paging

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.

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

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