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.


 
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