business voip

FREQUENTLY ASKED QUESTIONS ABOUT UNIFIED COMMUNICATIONS SERVICES AND DEVICES

Nextiva has the answers.

What is VoIP?

VoIP (or Voice over Internet Protocol) is a great way to make and receive phone calls using your broadband Internet connection instead of your standard phone line. Nextiva converts your phone calls into data that zips through your high-speed Internet.

What are the bandwidth requirements for Nextiva?

80-100KBPs have shown to be the minimum Internet connection speed needed in order to have a quality phone call. To check your connection speed please visit the following website: VoIP Speed Test.

Can Nextiva be used with a dial-up modem?

No. In order to take advantage of Nextiva's service, you need a high-speed internet connection, such as DSL or Cable.

Can I pick my own phone number?

Yes. During the sign up process, we give you the option of selecting your telephone number. However, depending on the circumstances, there may be limited availability of certain area codes and telephone numbers.

What is E-911?

E-911 is an enhanced 911 service provided by Nextiva and required for all customers. When you call 911, all of your information is given to the nearest Public Safety Answering Point (PSAP). Enhanced-911 is ideal because all of your information (including your Nextiva service address) is sent.

Can I use my current phone and existing phone numbers with Nextiva?

In most cases, yes. Please contact a Nextiva VoIP account executive to confirm.

Do I need special equipment to use Nextiva's VoIP phone service?

As with any VoIP service, you need VoIP phones or a VoIP adapter. If you wish to use your existing on-premise PBX with Nextiva, please consider our SIP Trunking service.

Are there any setup fees?

There are no setup fees or hidden charges with Nextiva.

How long is the contract for service with Nextiva?

You are not required to sign a contract with Nextiva; our standard service is month-to-month. If you would prefer to have your service based on a contract, we are able to develop and negotiate one based on your business needs.

Can I create my own personal greetings and hold music?

Yes, you can record your own personal greeting or special marketing or holiday message. You can upload hold music as .wav files.

Is there a difference between making a local call and a long distance call?

In most of our service plans, calls within the U.S. and Canada are covered in the plans with no extra cost. Please refer to your plan coverage information on the Nextiva Service Plan page.

Are all numbers portable to Nextiva's service?

Fortunately, 95% of all areas within the U.S. are covered. If your number is not able to be ported due to coverage, you will know instantly when speaking with one of our employees.

Do you provide service in Canada?

We currently are unable to support Canadian customers since E911 support is not available in Canada.

Do I need a phone line to use Nextiva's service?

In order to take advantage of Nextiva's great services you need a high speed internet connection such as DSL or Cable.

We do recommend having an additional phone line for emergency calls or in case your Internet is not working.

Can Nextiva be used with a dial-up modem?

No. In order to take advantage of Nextiva's service you need a high-speed Internet connection such as DSL or Cable.

Does Call Center support multiple queues?

Yes, Call Center does support multiple queues.

When is the Call Center daily Status and Statistics report created?

The report is generated just after midnight on the AS. This is not configurable.

Does Call Center support Citrix?

The application supports the Citrix Presentation server versions 3 and 4 and operating in Terminal Services mode only.

What are Call Center service policies?


Caller Policies

  • VIP Calling: Agents can receive distinctive rings for VIP Customers.
  • White List: Pre-configured list of callers allowed in call center.
  • Black List: Pre-configured list of called not allowed in call center.
  • Anonymous Call Reject: ACD can reject anonymous calls.

Business Hours Policies

  • If queue wait time is high or calls are not answered after a pre-configured number of rings, then callers can be redirected to a Voice Attendant, higher priority queue, or voicemail.
  • If the queue has reached maximum capacity, calls can be queued to voicemail, auto attendant, or different call center location.

After Business Hour Policies

  • Night Service: Callers can be redirected to voicemail or another auto attendant.
  • For 24/7/365 global call centers, calls can be redirected to different business locations based on time of day.

Holiday Policies

  • Day-of-week or calendar-based routing.
  • During holidays, calls can be redirected to voicemail or a different location.

Emergency Services

  • Call Forwarding Always - reroute in emergency situations.

What are the service prerequisites for Call Center service?


Required:

  • Group Services:
    • Call Center
  • User Services:
    • Nextiva Agent Services. The Nextiva Agent is a basic user and should be assigned the following minimum user services:
      • Nextiva Agent
      • Basic Call Logs
      • Call Transfer
      • Call Waiting
      • Internal Calling Line ID Delivery
      • External Calling Line ID Delivery
      • Speed Dial 8
      • Speed Dial 100
      • Three-Way Calling
      • Voice Messaging User
      • The following additional services are also typical for the agent:
        • Anonymous Call Rejection
        • Authentication
        • Call Forwarding Always
        • Call Forwarding Busy
        • Call Forwarding No Answer
        • Call Return
        • Calling Line ID Delivery Blocking
        • Call Notify
        • Customer Originated Trace
        • Do Not Disturb
        • Enhanced Call Logs
        • Last Number Redial
    • Nextiva Supervisor Services - The Nextiva Supervisor is a premium user and should be assigned the following minimum user services:
      • Nextiva Supervisor
      • Basic Call Logs
      • Call Transfer
      • Call Waiting
      • Internal Calling Line ID Delivery
      • External Calling Line ID Delivery
      • Speed Dial 8
      • Speed Dial 100
      • Three-Way Calling
      • Voice Messaging User
      • Directed Call Pickup with Barge-In
      • The following additional services are also typical for the supervisor:
        • Anonymous Call Rejection
        • Authentication
        • Call Forwarding Always
        • Call Forwarding Busy
        • Call Forwarding No Answer
        • Call Return
        • Calling Line ID Delivery Blocking
        • Call Notify
        • Customer Originated Trace
        • Do Not Disturb
        • Enhanced Call Logs
        • Last Number Redial

Optional:

  • Group Services:
    • Auto Attendant
    • Voice Portal
    • Music/Video on Hold

What is a SIP Trunk?

Session Initiation Protocol (SIP) Trunk is a service that lets you use your existing PBX system over a VoIP network to make and receive calls.

What are the advantages of SIP Trunks?

SIP Trunks are much cheaper than the old analog circuits that traditional enterprise phone systems use. They also maintain or exceed the level of call quality that businesses expect from their phone service while saving you money.

When should a business use SIP Trunking?

SIP Trunking is a good option for a business that already has a PBX system. If your business already has the hardware, it is easy and inexpensive to setup a SIP Trunk. One SIP Trunk can connect your phone lines to your existing hardware. Your business will also now save money by using the robust Nextiva VoIP network instead of a traditional phone line.

What equipment do I need?

SIP Trunks can work with a SIP-ready PBX. They can also be made to work with traditional analog or key systems with an IAD (Integrated Access Device).

How many phone numbers can I have forwarding to me?

Our smallest plan enables the user to setup forwarding the call to up to 10 different numbers.

Do I have to use the auto attendant?

No; the auto attendant can be turned on or off.

Can you ring more than one number?

Absolutely. Your call can be routed to up to five different numbers, one after another.

Can I customize my auto attendant messaging/greetings

Yes, that's one of the advantages to having our Connect plan! Give your business a custom touch and a more professional appearance.

Can I pick my own phone number?

Yes. During the sign up process, you have the option of selecting your telephone number. However, depending on the circumstances, there may be limited availability of certain area codes and telephone numbers.

Are there any setup fees?

There are no setup fees or hidden charges with Nextiva.

How long is the contract for service with Nextiva?

You are not required to sign a contract with Nextiva; our standard service is month-to-month. If you would prefer to have your service based on a contract, we are able to develop and negotiate one based on your business needs.

Can I upgrade to a different service such as Nextiva Office or SIP Trunking at any time?

Yes! You can switch service levels at any time by giving us a call at 800.799.0600.

Am I charged for checking messages?

You can access your online account and retrieve your messages for free anytime. You will not be charged for having your messages forwarded to your email address.

Can I use my regular fax machine to send things, or do I need to scan my documents?

Whichever you prefer! With our fax bridge adapter (built exclusively for us) you can integrate your fax machine seamlessly with our online fax service. You can send faxes through the machine or electronically, the choice is yours.

Am I charged usage for inbound faxes, outbound faxes, or both?

Your "pool" of monthly fax pages is used for both inbound and outbound faxing.

How does it work?

You have a custom online portal from which you control everything. You can opt to send and receive faxes from this portal, or you can use your email by typing in the target fax number@nextivafax.com and hitting send. It's that easy!

Can I opt to have my documents arrive in different formats?

Yes, you can choose from multiple formats, including PDF and .tif.

Can I add extra log-ins for one vFAX?

Unfortunately, no. For each vFAX, one log-in is assigned and one unique e-mail address is used. However, you may have multiple e-mail addresses that receive notifications of sent and received faxes.

Can I share a fax number?

For each account, up to five additional users may receive fax notifications. Only one person per account can send faxes.

How long does porting take?

The porting process takes 2 to 4 weeks (business days) to complete from the time of submission.

Nextiva will be working with one of our hosted carriers to port in your numbers. We will submit your information to one of our hosted carriers who will then submit the port request to your current carrier.

When will my porting be completed?

The porting process takes 2 to 4 weeks (business days) to complete from the time of submission. We will check the status of the port request daily and inform you via e-mail as soon as we receive a confirmed scheduled port date from the losing carrier.

How can I get a LOA porting form?

Nextiva will be working with one of our hosted carriers to port in your numbers who will require a completed Letter Of Agency (LOA). If you have not yet received the porting LOA form, please e-mail porting@nextiva.com. Include the numbers you want to port and the carrier you are porting from. We will then send you the LOA to get the porting process started.

Did you receive my porting forms?

Once you have faxed or e-mailed your LOA to Nextiva Porting, please allow 48 hours for a confirmation response. If you have not received a confirmation within 48 hours, please e-mail porting@nextiva.com.

How do I fill out my LOA?

The information on your LOA must match the exact authorized name, service address and billing telephone number that your current provider has on their customer service record (CSR). If there is a mismatch, your port request may be rejected. There is an example form attached to each LOA to assist you. For additional questions, please contact porting@nextiva.com.

Where do I get the info to fill out my LOA?

Nextiva must match what your current carrier has on file for your account in order to port your number. You may use your current carrier’s bill or contact your current carrier to verify your account information or request a CSR (Customer Service Record) from them.

Do I have to provide a bill with my LOA?

You do not have to provide a bill with your LOA as long as your LOA is completed and your current carrier and account number is provided to us. We may request a bill, however, if there is additional information requested from the carrier.

How can I set up temp numbers for forwarding?

Please contact your Nextiva sales agent to assign temporary Nextiva numbers for your carrier to forward to.

Can you contact my current carrier & forward my TNs for me?

No. We are not authorized to add or make changes to your account with your current carrier. Please contact your current carrier to set up a forward to your temporary Nextiva numbers.

When can I cancel service with my current carrier?

Disconnected numbers CANNOT be ported. Please wait until your number has been completely ported before calling to cancel service with your current provider.

Nextiva Porting will send you a port date e-mail. We recommend waiting a couple of days after your port has completed before calling to cancel with your current carrier.

(When you do cancel with your previous provider, please confirm with them that they are removing the number from their system. If your number is left in their system, some of their customers may have trouble calling you.)

Can you cancel my service with my losing carrier for me?

We are not authorized to add or make changes to your account with your current carrier. Please wait until your number has been completely ported before calling to cancel service with your current provider.

How can I expedite my port?

  1. Fill out & return your LOA ASAP.
  2. Contact your current carrier to verify your account information and that no pending orders are currently processing on your account. (ie: address changes, moneys owed/past due, schedule work orders…)
  3. Provide Nextiva Porting with a direct contact name, number and e-mail of a representative with your current carrier who will approve and assist in expediting your port. Most carriers will only assist in expediting a port if you currently have escalated phone issues disrupting your service.

What can slow my port down?

  1. We are only as good as the information we are provided; any erroneous information will cause a delay in the porting process. The information on your LOA must match the exact authorized name, service address and billing telephone number that your current provider has on their customer service record (CSR). If there is a mismatch, your port request may be rejected. It may become necessary for you to contact your current provider to obtain correct information if your port is being rejected for a mismatch.
  2. The LOA and the copy of your current provider's bill must be dated within the last 30 days in order to be valid.
  3. There is a pending order on your account. (ie: address changes, moneys owed/past due, schedule work orders…)
  4. Your current carrier is backlogged with port out orders.

Why has my ticket been closed?

Nextiva porting will only close your ticket if the issue for that ticket has been resolved or there are duplicate porting tickets for your account. We will note “duplicate ticket” in the subject line. Your porting ticket will remain open until the porting has completed.

Will I have downtime during the port?

As long as your numbers are properly assigned to your Nextiva account, there will be now downtime during the port.

We will load the numbers into our system and assign them to your account before the port date. Please make sure the numbers are assigned within your Nextiva Portal to either an employee, Hunt Group or Auto Attendant on or before the date of completion in order for them to work properly after the port.

You may also e-mail Nextiva Porting instructions for assigning your numbers.

What do I do if my ported number is not working?

If you experience any problems with your number, please contact The Amazing Service Team as soon as possible at 800-983-4289.

What is the status of my port?

We will continue to check the status of your order daily and inform you via e-mail as soon as we receive an update or a confirmed scheduled port date. You may also e-mail porting@nextiva.com and request a port status update.

Why is my port rejected?

Your current carrier has rejected our request to port your number. Either there is an account mismatch, a pending order on your account or a feature removal needed. When your port request has been rejected, Nextiva Porting will e-mail you the reason and how to resolve with your current carrier. You must contact your current carrier to obtain the correct information or to resolve the issue. Inform us when the issue has been resolved, so that we may resubmit the request.

Are my numbers portable?

E-mail porting@nextiva.com with the numbers you want to port and the carrier you are porting from and we will check portability for you.

How do I port my number to your service?

You must have a Nextiva account in order port your numbers to us. Please contact Sales at 800-799-0600 to get started.

If you already have a Nextiva account, e-mail porting@nextiva.com with the numbers you want to port and the carrier you are porting from and we will send you the needed forms and instructions.

Why do you say my numbers are not portable but my current carrier says they are?

Nextiva uses hosted carriers to port in telephone numbers. We have inquired with all of our carriers, and essentially, it is because of the rate center (or prefix) this number falls into. We do not have a “footprint” in the geographical area and are not able to service these numbers. Unfortunately, there is nothing further we can do, as our providers explain that building routes and coverage to areas such as this is a lengthy process based on demand.

Alternatively, if you do not need this specific number(s), we can assign a new, similar number(s) under our service.

How much does it cost to port my numbers to you?

You will be responsible to pay your current provider and Nextiva for service during the porting process.

How can I update my Caller ID?

Please e-mail porting@nextiva.com with the following:

Phone number(s): (that we are changing caller id on)
Address: (required by some carriers to update caller id, but is not published)
Exactly what you would like caller id to say: (15 characters or less, including spaces)
Your account security pin number: (required to authorize us to make these changes)
We are unable to update toll free numbers and fax numbers. Also, please make sure that the caller ID field is the same as your request. You can check these in your account.
Once we have this information we will send in a request to the carrier to update your caller ID. Our update can take about 15 business days to complete.
We will inform you via e-mail once we have completed everything on our end.

At that point we need to allow time for the other nationwide carriers to update their databases. This can't be expedited, unfortunately, and may take 2-4 weeks.

Can I port my TN as voice or fax?

Nextiva can only port your number as either voice or fax, it cannot be used as both.

How can I port out my number?

Nextiva uses hosted carriers to provide service for your numbers. Many of our numbers are under Nextiva’s name and address on our hosted carriers account.

E-mail porting@nextiva.com with a list of Nextiva numbers you want to port out so that we may send you the correct CSR (Customer Service Record) information to forward to your carrier for port out.
Fill out your new provider's LOA with the CSR provided.
Then the new company can resubmit the request.
Contact your new provider for an update on the status of your port.
Nextiva will not cancel your account unless requested. Please contact us after you numbers have completed porting out if a cancellation is needed.

What time of day will my numbers port?

Due to the fluctuating volume of ports daily for each carrier, a specific time of day is not scheduled for ports to complete. Nextiva’s incoming ports are completed by 5:00 pm MST on the scheduled port date.

How can I cancel my port?

Once your porting request has been accepted for an exact porting date, we will require 48 hours notice in order to cancel the order if necessary. Please e-mail porting@nextiva.com to cancel your port in.

What do I do if my carriers released my numbers but I have not received notice from Nextiva?

If you carrier releases your numbers without advanced notice or you experience any problems with your number, please contact The Amazing Service Team as soon as possible at 800-983-4289.


 
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