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FIND ANSWERS TO YOUR BUSINESS VOIP AND UNIFIED COMMUNICATIONS QUESTIONS

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Archive for the ‘Getting Started’ Category

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.

How do I create my first user?

Creating a new employee allows you the ability to use your Nextiva Phone. Unlike Copper line phone that require a phone number to be able to make and receive calls, VoIP phones do not require a phone number, but instead require a user with an extension. To be able to make and receive calls an employee must be created so that a phone can be linked to the user. This allows the system to correctly  route calls.

Setting up from portal:

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

2.     Once logged in select Go to Site, select the site you want the employee added to.  On the new page that appears click on the blue Employees link for the default site. Then click View Employees. On the new page click on the blue Create New Employee link in the upper right hand corner.

3.     Fill out the information marked by a red * starting with a unique UserID. The User ID is like the first part of an email address, and needs to be unique, try utilizing a naming convention such as company name, employee first initial, employee last name, (i.e. NextivaJSmith). Click Submit and the employee will be created. Fill  in the remaning information, make sure to select the correct time zone for the site.   

4.     Next, you will assign a number or an extension to that employee. This information is found in the Phone Information box. If you select a number the last for digits will automatically become the extension, you can change this if you would like. Then, verify that the e-911 information is correct and press Continue.

5.     You will now be on the Assign a Device page, here you will select the phone you want assigned to this employee. Make sure to select the correct phone model and Mac address. Finally, select Generate on both the authentication name and authentication password and select Sumbit.

 

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.

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 support@nextiva.com, 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 support@nextiva.com.  

How do I use CommPilot Express?

CommPilot Express allows a user to manage call routing settings based on four predefined profiles:

  • Available – In the Office
  • Available – Out of the Office
  • Busy
  • Unavailable

Each profile allows for different types of call management. To access your CommPilot Express settings:

  1. Log in to the user's Personal Web Portal
  2. Click on Incoming Calls under Options
  3. Click on CommPilot Express
Available – In the Office This is best used when you are in the office and are available to take calls. You can set another number to ring when you phone is called along with what should happen if you are busy or don’t answer.                               
 
Available – Out of Office This is used when you are available but are not at your desk. You can have calls forwarded from your desk phone to your cell phone or another phone you would answer. You can also leave it to go to voice mail but have it email you when a call comes in so that you can call them back.          
 
Busy When you are busy and don’t want to receive calls you can set your status to Busy. You can send all calls to voice mail, except for numbers you specify and have those numbers forwarded to another phone. For example, if your boss calls your desk phone you could have that call routed to your cell phone so that you don’t miss his call but then all other calls would go to voice mail. You can also enable email notifications so that you know when you receive a voice mail.
Unavailable You can send all calls to voice mail except for numbers you specify and have those numbers forwarded to another phone. For example, if your boss calls your desk phone you could have that call routed to your cell phone so that you don’t miss his call but then all other calls would go to voice mail. You can also enable email notifications so that you know when you receive a voice mail. 

How to change CommPilot Express profiles There are three ways to change the CommPilot Express profile, using the Personal Web Portal, using the Voice Portal, or using the Toolbar if you have a NextOS Enterprise account. Using the Personal Web Portal is a simple as changing the drop down box at the top of the CommPilot Express page.

To use the Voice Portal, dial the Voice Portal from your phone(*62) and press option 2 to change your CommPilot Express profile. Lastly, if you have a NextOS Enterprise account, you can use the Nextiva Toolbar by selecting the desired profile from the CommPilot drop down.

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

How can I view my call history reports?

To view call history reports, sign in to your NextOS Portal.

After logging into the Nextiva portal, you will be able to view your employees’ call history.  From the account Profile screen on the left side of the screen, click on the Call History link.  The next screen will allow you to select your date range.  Once the date range has been selected, the employee list will appear.  Click on the employee you wish to review, and the call history will appear.

 

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

How do I update my E911 address?

After logging into the NextOS Portal, you will have the option to update the E911 address for emergency calls.  To update the E911 address from the account profile screen on the left side of the screen, click “Sites”.  This will pull up a screen with all your sites.  Click on the “Edit” link for the site you wish to update the E911 address.  The following screen will allow you to update the site name, outgoing phone number, and E911 physical address for that site.

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

How do I make international phone calls?

After logging into the NextOS Portal you will be able to enable international calling. You can enable international calling for a group or a specific user.

International calling for a group:

  • On the left side of the screen click on the Enterprise Admin Login link.  This will take you to the customer portal screen.  To set up international calling for an entire group, click the Group link.
  • Next, on the right-hand side of the screen, click the on Search button.   This will display all the available groups.
  • Click on the group you wish to turn on this feature.  On the left-hand side of the next screen, you will see a Calling Plan link.  Click this link.
  • When the next screen opens, click on the Outgoing Calling Plan link.
  • On the following screen you will see the option to turn the international calling from N to Y.  This will enable the calling for the entire group.

International calling for a specific user:

  • To enable for a specific user, follow the same beginning steps.
  • To setup international calling for a specific user, from the customer portal screen click on the Users link.
  • Next, click the search button on the right-hand side of the screen.  This will bring up all of your users.
  • Locate the user you wish to enable this feature for.  Click on the user.
  • On the next screen, click on Calling Plan.  When the next screen opens click on Outgoing Calling Plan.
  • On the following screen Change the N to Y for the international dialing option.

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




 
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