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Archive for the ‘Troubleshooting’ Category

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.

 

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 do I set a static IP for a Polycom Soundpoint IP phone?

Note: This guide is only compatible with the Polycom 4.0 firmware.

The first step when assigning a Static IP address to anything is to gather the information specific for the network it will be connecting to.

The information needed is as follows.

  • IP address the device will be assigned (ie. 192.168.X.X)
  • Subnet Mask (ie. 255.255.255.X)
  • Default Gateway/Routers IP address (ie. 192.168.X.X)
  • DNS Servers (Nextiva recommends using Google’s DNS: 8.8.8.8 & 4.2.2.2)

Once we have the IP address information it’s time to input it into the Phone.

The first step is to reboot the Polycom phone. When the phone comes back on, there will be a screen indicating that it is Loading application. Before the application fully loads press the Cancel button at the bottom of the screen.

 

 

 

 

 

 

 

 

This will take you to an autoboot countdown screen with three buttons at the bottom of the screen. Press the Setup button before the countdown finishes. You will be prompted to enter a password after pressing the Setup button. Dial 456 on the keypad of the Polycom phone and press OK.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

After correctly entering the 456 password you will be directed to a list of options. Using the directional pad on the phone, highlight the option titled Ethernet Menu and press the Select button at the bottom of the screen.

 

 

Once the Select button is pressed another list of options will appear. The option at the top of this list will be DHCP Client and by default it will be set to Enabled. Press the Edit button at the bottom of the screen.

 

 

 

 

 

 

 

 

 

 

Once Edit is pressed use the arrow keys on the phone until Disabled is displaying for the DHCP Client.

 

 

 

 

 

 

 

 

Once the DHCP Client is showing Disabled on the screen of the phone, press the Ok button at the bottom of the screen.

 

 

 

 

 

 

 

 

The next step in this process is to input the information gathered at the start of this guide. After disabling the DHCP Client the Polycom will now allow you to input the desired IP address information. Using the arrow keys on the phone, highlight the option titled Phone IP Addr. If you disabled the DHCP Client correctly there will be an Edit button at the bottom of the screen. Press the Edit button.

 

 

 

 

 

 

 

 

 

 

 

After the Edit button is pressed the phone will be ready to receive the IP address gathered at the beginning of the guide. Using the dial pad on the phone input the desired IP address. Note: Use the star button  to input dots for the IP address. After the IP address is filled out correctly, press the Ok button at the bottom of the screen. Repeat this process for the Subnet Mask and Default Gateway.

Once the IP address, Subnet Mask, and Default Gateway address have been correctly entered in the phone. Press the Exit button at the bottom of the screen.   This will take you back to the previous list of options.

 

 

 

 

The last step in this process is to input the DNS information. Using the arrow keys on the phone, scroll down and highlight the DNS Server option. Again you will need to press the Edit option at the bottom of the screen. Using the dial pad on the phone enter the desired DNS information. After the DNS has been entered into the phone correctly, press the Ok button at the bottom of your screen.

Now that all the Static IP address information has been inputted into the phone it’s time to save and reboot the phone. Press the Exit button at the bottom right hand side of the screen. After pressing Exit you should be directed to a screen titled Exit Option: Using the arrow keys on your phone, highlight the option Save & Reboot and press the Select button at the bottom of the screen. The phone will reboot using the inputted IP address information.

I am unable to receive inbound faxes through my email.

Email to fax will allow a user to send fax via email and have that email converted to a fax and sent to a fax machine.

Troubleshooting inbound email problems:

Most email-to-fax issues are related to the how the email address is formatted.  Please try the following to help resolve any inbound email problems.

  • When sending a fax via email the phone number must always be 11 or 10 digits. (for example  18584278618@nextivafax.com or 8584278618@nextivafax.com) ; No dashes, spaces, periods.
  • Verify the email account that faxes are sending from is the primary email on the account.
  • Verify email domain is on the email allowed domain list below.
  • Verify the  attachment is a valid attachment type listed below.

Valid attachment types for email:

  • Image Files (TIFF, GIF, PNG, JPEG)
  • Adobe Acrobat Files (PDF)
  • Microsoft Office Files (DOC, DOCX, XLS, XLSX,PPT ,PPTX)
  • Printer File Formats (PCL, EPS, PS)
  • Internet Files (HTML, XML, XSL)
  • Text Files (TXT, RTF)

Current allowed email domains:

  • *.biz,*.co,*.com,*.edu,*.fm,*.info,*.net,*.org,*.tv,*.us,*academy.cc,*ephone.bz,*hotmail.fr,
  • *netmail.ws,yahoo.co.uk

Outbound notifications:

  • Make sure the user adds noreply@nextivafax.com to your address book or white list or emails to avoid SPAM filters.
  • Here are the IP Addresses to allow if there is a Firewall on the network:
  • fax.nextiva.com = 4.53.110.194
  • nextiva.com = 69.160.41.9
  • email from nextivafax.com = 4.53.110.198

 

I receive an error when opening an attachment in Microsoft Outlook. How do I clean out my temporary Outlook file folder?

When opening an attachment directly from within Microsoft Outlook, you may receive an error message saying that the file cannot be created and to you need check the permissions on the folder where you're trying to save. In most cases, the permissions on the folder are not the issue, but the fact that the folder is full. When you open an attachment directly from within Outlook, it will first save a copy to a sub-folder of your Temporary Internet Files folder. Cleaning out this folder will solve the issue.

Unfortunately, this is easier said than done. The sub-folder name Outlook creates (on installation of Outlook) in your Temporary Internet Files folder may be quite random. In Outlook 2003 and previous versions, the name starts with OLK and is followed by up to 4 random numbers or letters. In Outlook 2007 and Outlook 2010, this folder is called Content. Outlook and then has a sub-folder which is named with 8 random numbers and letters. In addition, by default, you cannot simply browse to the folder to clean it out. However, locating your Temporary Outlook Folder can still be accomplished in 2 easy steps:
Step 1: Locate the folder

The folder location is stored in the registry in the following key;

Outlook 97 HKEY_CURRENT_USER\Software\Microsoft\Office\8.0\Outlook\Security

Outlook 98 HKEY_CURRENT_USER\Software\Microsoft\Office\8.5\Outlook\Security

Outlook 2000 HKEY_CURRENT_USER\Software\Microsoft\Office\9.0\Outlook\Security

Outlook 2002/XP HKEY_CURRENT_USER\Software\Microsoft\Office\10.0\Outlook \Security

Outlook 2003 HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Outlook \Security

Outlook 2007 HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\Security

Outlook 2010 HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\Security

Step 2: Access to the folder

  1. Open the OutlookSecureTempFolder registry key from the location provided in Step 1.
  2. Copy the path from the key.
  3. Open Internet Explorer.
  4. Paste the address in the Address Bar and press Enter.
  5. Delete all of your temporary files.

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

How do I test my network?

To test your network connection, visit Server Test.

How do I set a Static IP address on a Panasonic KT-UT123B phone?

Note: This guide is only compatible with the Panasonic KT-UT123B phones and additional Panasonic KT-UTXXX devices.

The first step when assigning a Static IP address to anything is to gather the information specific for the network it will be connecting to.

The information needed is as follows.

  • IP address the device will be assigned (ie. 192.168.X.X)
  • Subnet Mask (ie. 255.255.255.X)
  • Default Gateway/Routers IP address (ie. 192.168.X.X)
  • DNS Servers (Nextiva recommends using Google’s DNS: 8.8.8.8 & 4.2.2.2)
  • Once we have the IP address information it’s time to input it into the Phone.Unplug and plug the power to the Panasonic phone. During the boot-up process press the Setup button before it completes.

    Once inside the Setup menu, use the directional pad to highlight the Network Settings option. With the Network Settings option highlighted press the Enter button on the screen or the center of the directional pad.

    After selecting the Network Settings option successfully, there should be a new list of available options. Network should be the first option on this list and should already be highlighted. Simply press Enter like in the previous steps.

    After successfully selecting the Network option, you should be directed to a new list of options. Using the directional pad, scroll down and highlight the STATIC option on the screen. Once highlighted press the Enter button again.

    Once inside the STATIC menu it will ask you to input the static IP address gathered at the beginning of this guide. The phone requires you to use 3 digits for each part of the static IP address you are entering. This means if you have the IP address of 192.168.1.5, you need to enter it into the Panasonic as 192.168.001.005.

    Once the static IP address has been entered in correctly, use the directional pad to scroll down. If this is done correctly the phone should display Subnet Mask.

    Follow the same steps as entering the static IP address. Repeat this for the Default Gateway and DNS Servers. Once all the static IP address information is entered in correctly press the Enter button. Reboot the phone, and it will boot back up using the programmed static IP address.

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

    How do I set a Static IP address on a Cisco/Linksys phone?

    Note: This guide is not compatible with the Cisco SPA525G phone.

    The first step when assigning a Static IP address to anything is to gather the information specific for the network to which it will be connecting.

    The information needed:

    • IP address the device will be assigned (ie. 192.168.X.X)
    • Subnet Mask (ie. 255.255.255.X)
    • Default Gateway/Routers IP address (ie. 192.168.X.X)
    • DNS Servers (Nextiva recommends using Google’s DNS: 8.8.8.8 & 4.2.2.2)

    Once we have the IP address information it’s time to input it into the phone. To do this, you are going to want to press the Menu button  on the Cisco/Linksys phone. Scroll down to number 9 of the menu options. This option will be labeled as Network. Once the Network option is highlighted on the screen press the Select button.

     

    Once Network is selected, the WAN Connection Type option of the phone will appear. By default the phone is set to DHCP. Press the edit button displayed on the screen of the phone.

    After pressing the edit button, an option button should populate on the phone screen. Press the option button until you see Static IP on the phone screen.

    When the phone displays Static IP for the WAN Connection Type press the ok button on the screen. Now the phone is ready to receive the information gathered at the beginning of this guide.

    After pressing ok to set the WAN Connection Type a list of networking options will appear on the phone screen again. Using the directional pad  on the phone, scroll down until the Non-DHCP IP Address option is highlighted on the screen and press the edit button.

    Once the edit option is selected the phone will allow you to enter the desired IP address gathered at the beginning of this guide. Note: Use the start button  for dots when entering IP addresses. Once the Non-DHCP IP Address is entered into the phone, press the ok button on the screen of your phone. (See Fig 2-6) Repeat these steps for the Subnet mask, Default Gateway, and DNS. Once all the information has been entered make sure you press the save button.  Then reboot the phone.

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

    What is Tomato Firmware / QoS?

    Tomato is a popular firmware that comes installed on some routers. It does the basics, but Tomato also offers a wide range of features, including VoIP favorite, bandwidth monitoring (QoS).

    QoS

    QoS, or Quality of Service, is a feature in some routers (and Tomato firmware) that allows you to allocate bandwidth to favor VoIP phones, for example. Essentially, the phones take bandwidth priority over all other devices, including computers. This usually helps maintain good call quality.

    Why we use Tomato

    Tomato has QoS that can allocate bandwidth by a percentage. Other services, including routers that can do this, are very pricey.

    Devices

    • Linksys WRT 54 GL ~ We will set up Tomato
    • Netgear WNR 3500L V2 ~ We will not set up firmware.

    We refuse to brick (break) a router we are unable to warranty. If you would like the proper Tomato firmware installed, we recommend you buy the router from Nextiva. Our routers come with Tomato pre-installed. 

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

    How do I ensure the best call quality?

    Call quality is generally affected by your network setup and bandwidth. To ensure best call quality with your Nextiva business phone service, you will want to run a few network tests, including a speed test and a ping test. This will help us better see your network.

    You can test your Internet by running the two tests on this website: Speed test

    • Speed test
    • Ping test

    Each device you will use for making and receiving calls requires .1 MKBS (100k) upload and download speed.  You can measure your Internet speed by running a speed test here.Ping test The test will show measurements of:

    • Your current Internet speed
    • Packet loss, which should be 0%
    • Ping, which should be 70ms or less
    • Jitter, which should also be below 70ms

    If any of these scores are above the suggested requirements, we recommend that you contact your Internet Service Provider.

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

    How do I set a Static IP address on the Netgear WNR3500L?

    Before programming your Netgear router, you will need to acquire your Static IP information. This information should be provided by your ISP and should include the following:

  • The Static IP address (ie. 68.XXX.XXX.XX)
  • The Subnet Mask (ie. 255.255.XXX.XXX)
  • Default Gateway address (ie. 68.XXX.XXX.XX)
  • DNS 1
  • DNS 2
  • Once you have the information necessary, the next step is to access the Netgear router from a connected computer. On a computer that is connected to the Netgear, access the Windows Command Prompt. To access the Windows Command Prompt on your computer, click on the Windows Start button. If you are using Windows 7, you can just search “cmd” and press enter. (See Fig 1-1).  If you are using an earlier version of windows, this can be done by clicking the “Run” option in your Windows menu, then typing “cmd” then enter.

     

    Figure 1-1

    Once the command prompt is open, the next step is to find the IP address of the Netgear. To do this, follow these steps:

    1. Type “ipconfig” and pressing enter (See Fig 1-2). You should be presented with information about the network you are connected to.
    2. Look for the “Default Gateway” address. The address will be in IP format (192.168.1.X). You may need to scroll upward on your command prompt to see this information (See Fig 1-3).

    Figure 1-2

    Figure 1-3

    Once we have all the information, it’s time access the Netgear’s interface.

    1. Open an Internet browser. Where you would normally type the website address like www.nextiva.com, type the “Default Gateway” address we gathered in the previous step.
    2. Press enter. You should be prompted to type a user name and password.
    3. Enter the user name and password. The user name is likely “admin” and the password should also be “admin”. If “admin” does not work, try “password” (See Fig 1-4).

    Figure 1-4

    Once you have entered the username and password you should be directed to the Netgear interface. Once inside the interface, look on the left hand side of your screen and click on the word “BASIC” (See Fig 1-5).  Once in the Basic part of the router you should see WAN / Internet at the top of your screen. Directly below that you should see the word Type with a drop-down menu to the right. Click on the drop-down menu and select Static (See Fig 1-6).

    Figure 1-5

    Figure 1-6

    After Static has been selected, three boxes should populate below it. These boxes are where Static IP information provided by the Internet Service Provider will go (See Fig 1-7). Once the information has been entered in the respected fields, scroll to the bottom of the page and click Save. After you have saved the settings it’s always good practice to reboot the router. If the setting were entered correctly you will successfully connect to your Internet Service Provider.

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




     
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