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Archive for the ‘Nextiva Office’ Category

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.

 

Nextiva Networking Guidelines

The ideal network involves your Internet Service Provider (ISP) connecting onsite to a stand-alone modem that connects to a router (preferably a router sent to you from Nextiva preloaded with custom Tomato firmware for QoS).  If you have more devices on your network than ports on your router then you can connect a switch to your router to expand the number of ports. 

Issues Involving Double NAT

You must have only one router on your network. Routers preform NAT to allow for multiple computers/devices in your network to connect to the internet. When you connect two routers to your network, in series, you can cause a double NAT which may cause issues with your phones working.

How do you know if you have more than one device performing NAT?

Routers are the only devices that preform NAT and so you just have to make sure that you only have one router. It may be the case that your ISP will sell or provide you with a gateway device that is a modem/router combo device. This device may work fine with Nextiva but you cannot connect another router to it. This will cause a double NAT. 

Issues Involving Firewalls

Firewalls are primarily designed to keep unauthorized traffic from accessing your private network.  In some cases the default firewall rules might cause Nextiva’s traffic to be blocked. The simplest way to avoid issues is to open up inbound and outbound traffic to/from our IP addresses.

How do you ensure your firewall is not blocking Nextiva’s traffic?

Nextiva offers two different platforms and the simplest way to open up connections is to allow all traffic to and from 208.73.144.0/21. This range covers the IP addresses from 208.73.144.0 – 208.73.151.255. If you are not able to open up traffic to this full range of IP's but can open up traffic to individual IP's then you can allow all traffic to the IP's 208.73.144.71 and 208.73.146.95. Those are the IP addresses phones connect to when they try to place calls. 

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

Related articles: What is Tomato Firmware / QoS? What is Double NAT?

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.  

What is packet loss?

With any traffic over the Internet, information, including voice data/audio, travels in packets for fastest results. Packet loss occurs when one or more packets of data traveling across a computer network fail to reach their destination. Packet Loss should always be zero when VoIP phones are in use.

Jitter, Latency and Packet Loss can cause the following issues: Choppy audio, Delayed or Dropped calls, Static or Garbled audio. 

What can you do to resolve these issues? 

For Choppy/Dropped/Delayed:

  • Check to make sure your connection is stable.
  • Use a router recommended by Nextiva, proven to provide good QoS.Here is a list of recommend routers here.

  • Perform a Packet loss test. 

For Static, Echo, Garbled

  • Look at the physical connection between the phone and ethernet cord.
  • For handset devices, test if there is static when the call is on a speaker phone. If there is still static, the device may need to be replaced. Contact Nextiva sales for a replacement device. 
  • If the call was succesful with the speakerphone on, then the issue is likely the headset itself. Contact sales to receive a new headset. 

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

What is latency?

Latency is the amount of time it takes a packet of data to move across a network connection. When a packet is being sent, there is "latent" time, when the computer that sent the packet waits for confirmation that the packet has been received. Latency and bandwidth are the two factors that determine your network connection speed.

Jitter, Latency and Packet Loss can cause the following issues: Choppy audio, Delayed or Dropped calls, Static or Garbled audio. 

What can you do to resolve these issues? 

For Choppy/Dropped/Delayed:

  • Check to make sure your connection is stable.
  • Use a router recommended by Nextiva, proven to provide good QoS.Here is a list of recommend routers here.

  • Perform a Bandwidth test. Each phone has a 100kb upload and 100kb download requirement to work properly.

For Static, Echo, Garbled

  • Look at the physical connection between the phone and ethernet cord.
  • For handset devices, test if there is static when the call is on a speaker phone. If there is still static, the device may need to be replaced. Contact Nextiva sales for a replacement device. 
  • If the call was succesful with the speakerphone on, then the issue is likely the headset itself. Contact sales to receive a new headset. 

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

What is jitter?

Jitter is the variation in the time between packets arriving, caused by network congestion, timing drift, or route changes. The longer packets take to arrive, usually affects audio. Jitter is measured in milliseconds(ms), if you are receiving Jitter greater than 50ms can increase latency and result in packet loss. 

Jitter, Latency and Packet Loss can cause the following issues: Choppy audio, Delayed or Dropped calls, Static or Garbled audio. 

What can you do to resolve these issues? 

For Choppy/Dropped/Delayed:

  • Check to make sure your connection is stable.
  • Use a router recommended by Nextiva, proven to provide good QoS.Here is a list of recommend routers here.

  • Perform a Bandwidth test. Each phone has a 100kb upload and 100kb download requirement to work properly.

For Static, Echo, Garbled

  • Look at the physical connection between the phone and ethernet cord.
  • For handset devices, test if there is static when the call is on a speaker phone. If there is still static, the device may need to be replaced. Contact Nextiva sales for a replacement device. 
  • If the call was succesful with the speakerphone on, then the issue is likely the headset itself. Contact sales to receive a new headset. 

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

What is computer traffic?

Computer traffic is the total volume of cells, blocks, frames, packets, calls, messages, or other units of data carried over a circuit or network, or processed through a switch, router, or other system.

This includes every device, phone, computer, etc. within your network. The more devices within your network the more bandwidth you will need to have everythign work properly. Each phone requires 100ms download and upload speed. Check speed here.

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

What is bottle necking?

Bottle Necking occurs when the performance or capacity of an entire system is funneled or limited by a device within the network.

If a network is bottle necking, this can drastically affect bandwidth, affecting VoIP call quality. 

How can I help this issue? 

  1. Check bandwidth speed
  2. Each phone requires 100kb upload and 100kb download per phone. 
  3. If your bandwidth speeds do not meet these standards, please contact your Internet Service Provider(ISP).

What if I have enough bandwidth?

There are a few issues that could be creating this bottle necking please check the Nextiva Network Guideline.If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

How to Configure a Bria Softphone on an Android Device

Before you are able to complete this phone setup, you must have created employees in your Nextiva account. You also must have added a phone to your Nextiva account.

Nextiva supports a variety of different softphones with our Hosted SIP Service. We recommend Bria, which is a product made by Counterpath, a non-affiliated company. Bria is simply-designed and offers the functionality necessary to integrate with our NextOS platform. It also provides a module that is easy to setup and use.

NOTE : Bria is not compatible with all Android devices. Please review the following list to ensure that your iPhone device is compatible with the Bria softphone software before purchasing the application.

Operating System

  • Android V2.2 or later

Supported Devices

  • HTC Evo™ 4G
  • HTC Desire™
  • HTC Desire Z™
  • HTC Wildfire™
  • HTC Thunderbolt™
  • HTC Aria™
  • HTC Legend™
  • HTC One V™
  • Droid Incredible by HTC
  • Nexus One™
  • Samsung Epic™ 4G Android Smartphone (SPH-D700)
  • Samsung Galaxy Nexus™
  • Samsung Galaxy S i9000
  • Samsung Galaxy S Fascinate™ 3G+ (SCH-i500)
  • Samsung Galaxy S Vibrant™ (GT-i9000)
  • Samsung Galaxy S Captivate™ (SGH-i896)
  • Samsung Galaxy S2™
  • Samsung Galaxy S III™
  • Samsung Galaxy Note
  • DROID by Motorola
  • DROID 2 by Motorola
  • DROID X by Motorola
  • Motorola ATRIX™
  • Motorola Charm™
  • Motorola Droid Bionic™
  • Motorola DROID RAZR MAXX™
  • Motorola Milestone™
  • Motorola XPRT™ MB612
  • Sony Ericsson XPERIA™ X10

1.) Our first step will include downloading and installing the Bria softphone on your Android device.  There is a cost associated to this software and may be purchased through your Google Play Store.

2.) Once the application has been installed, we can proceed to the setup process.  There are few pre-requirements necessary to be completed within your Nextiva NextOS Portal before the softphone can be provisioned and register with Nextiva’s servers.

  1. An employee must be created within your NextOS Portal with an assigned extension
  2. A Generic SIP Device must be added to the NextOS Portal under Devices.
  3. The employee that was created must have a Generic SIP Device assigned to the employee under the Assigned Devices section.  You can access this information by clicking EDIT next to the employee to whom the softphone will be assigned.

3.) Once you have opened the Bria application on your softphone you will see an icon in the bottom right corner of the screen that appears as, Two Gear Sockets connected together.  Select this icon to access the Settings Menu.

4.) At this point you will see various options within the Settings Menu.  From here proceed by tapping the option labeled as Accounts.

5.) At the top of the screen you will see an option labeled as ACCOUNTS +. Tap this option to begin creating a new account through your Bria Softphone.

6.) Avoid selecting any of the predefined criteria of another provider.  Proceed to select SIP Making Calls.

7.)    Here you will enter in information necessary to provision the Bria Softphone with information that can be obtained through NextOS portal.  Have your employee information available before proceeding into the next steps

  1. Account Name – Enter “Nextiva” or any description you would like to describe as your account name
  2. Display As – You can enter anything in this field and will typically show up as an “internal caller ID setting” when dialing another employee or extension on your NextOS portal
  3. Username – this was created when you established the employee on the Nextiva NextOS Portal.  You can EDIT your employee and proceed to click on EDIT under Assigned Devices to obtain these credentials. Your username will be labeled as SIP Username on the NextOS Portal.
  4. Password – This will also be defined under the EDIT section of your employee on the NextOS Portal.  If it is not clearly visible on the portal, select Reset Authentication Password and press the Generate button.  Here a new password will be created and before submitting enter the defined criteria into your Bria Softphone.
  5. Domain – your domain should be listed as, prod.voipdnsservers.com:5062 when connecting your Bria Softphone to a Nextiva NextOS account
  6. VM Number – Your voicemail number should be entered as 9999
  7. Proceed to click on Account Advanced
  8. Outbound Proxy – This should be listed as, prod.voipdnsservers.com:5062
  9. Authorization Name – The authorization name will also be obtained through your NextOS portal along with the information of the SIP Username and Domain.  In your portal this will be labeled as “Authentication Name.”
  10. At this time select the Back option and return to the Accounts Menu
  11. Press the Menu key on your Android phone and select EXIT
  12. Reload the Bria application through your application menu
  13. Select the CHECK BOX to the right of the account to enable the account
  14. You should proceed to see the Bria Icon display a registration (meaning the red X is removed from the Bria Logo)
  15. Place a test call to confirm success by selecting the PHONE icon at the bottom of the Bria Softphone Menu

NOTE : Bria’s interactions will vary depending on connection via Wi-Fi, 3G & 4G.  It is recommended using the Bria Softphone with a Wi-Fi or 4G connection typically. However, 3G connections may not provide enough bandwidth to support a quality phone call depending on the signal strength of your service provider.  Data rates with your service provider may apply.

 

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




 
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