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FIND ANSWERS TO YOUR BUSINESS VOIP AND UNIFIED COMMUNICATIONS QUESTIONS

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Posts Tagged ‘Amazing Service’

How to Set Up: Voice Mail

Voicemail allows your callers to leave a message when you are not able to receive a call for whatever reason.  This feature allows you to access the voicemail portal to create a personalized greeting that your callers will hear prior to leaving a message as well as allowing you to access the messages left by your callers. To protect your security, you may also create a personalized PIN that allows you to access your voicemail portal.

How to setup from phone

1. To setup voicemail from the phone, dial *86 OR 9999#

2. You will then be asked to enter your PIN.  If you have never set up your voicemail before, the default PIN is 0000#

3. You will now be asked to change your PIN to a personalized 4-digit number. 

4. Once you create a personalized PIN, you will be prompted to record your name.  You can then record your name and press #

5. Once your name has been recorded, you can now access your voicemail portal to record a personalized greeting, or check any messages that have been left by your callers.

 

From an external phone:

1. From any Nextiva phone, dial *86 OR 9999# (From an external phone, dial your office phone number and wait until you reach your voicemail greeting.  Once you reach your greeting, press the star [*] key.

2.You will then be asked to enter your PIN. Immediately press the star (*) key.

3. You will then be prompted to enter the MAILBOX ID.  The mailbox ID is the extension of the voicemail box you are trying to access, followed by the # sign.

4.You will then be asked to enter your PIN.  If you have never set up your voicemail before, the default PIN is 0000#. You will now be asked to change your PIN to a personalized 4-digit number. Once you create a personalized PIN, you will be prompted to record your name.  You can then record your name and press #.Once your name has been recorded, you can now access your voicemail portal to record a personalized greeting, or check any messages that have been left by your callers

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 to Set Up: Do Not Disturb

If you don’t want your calls to be disturbed, you can send all incoming calls to your voice mail. The caller hears no rings, just your voice mail message. Once Do Not Disturb (DND) is active, all incoming calls will be forwarded to your voice mail. If there is no voice mail configured, all callers will hear a busy tone.


To activate this feature, form your phone you can:

  • Press the Do Not Disturb button on your phone. If your phone does not have a DND button, follow the instructions below.  
  • You can dial *78 to activate, or *79 to deactivate.

To activate this feature, form your Portal:

  1. Log into your Nextiva portal by visiting cp.nextiva.com. From this page type in you will need to type in your login credential and select login. 
  2. After logging in, click on “Incoming Calls” under the “Options” menu on the left side of the screen and under “Basic” select “ Do not Distrub”
  3. Then select On and press OK.  You should now see it say Do not Disturb-on.  

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

How to Set Up: Dial by Name Directory

Dial by Name Directory is a feature in an auto-attendant that allows a caller to search for a user by name. When a call is placed to the auto-attendant and the caller selects the Dial By Name directory option, they will be able to type in the first few letters of an employee’s first or last name. When the system finds the person searched for, it will play the name that was recorded when the employee set up their 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.  

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.

How many simultaneous calls are allowed per trunk?

Nextiva SIP trunking services determine the number of simultaneous phone calls available by the number of physical of trunks purchased or added to your account through our Nextiva Sales Team.

1 trunk line = 1 inbound/outbound phone call at a time

For example, if your business needs require the ability to have 20 simultaneous phone calls at all times, then it would require that 20 trunk lines have been added to your plan with Nextiva.

Questions regarding Trunk Lines?
If you have questions regarding how many simultaneous phone calls are currently available to your existing Nextiva SIP trunking account, please contact our Amazing Service support team at 800-285-7995 from 5:00am – 6:00pm AZ time Monday-Friday, or Saturday from 9:00am – 1:00pm AZ time. Or, simply email us at support@nextiva.com.

Need additional simultaneous phone calls?
If you are interested in adding additional trunk lines to your existing account, please contact our Amazing Service sales team at 800-285-7995 from 5:00am – 6:00pm AZ time Monday-Friday, or Saturday from 9:00am – 1:00pm AZ time. Or, simply email us at sales@nextiva.com.

Can I use an auto dialer with Nextiva SIP trunk sevice?

Note: Please keep in mind PBXs are managed by a resource at your company. Nextiva’s SIP trunk service is simply the means to establish a SIP connection for making and receiving calls. Beyond providing the SIP details and offering support on the initial authentication details, all other settings and troubleshooting is managed by your company’s IT resource.


Nextiva’s service allows auto dialer systems as long as the calls are for legitimate purposes and the ratio of calls does not exceed 1 call per 1 second. If your PBX or auto dialer software has a ratio setting, you will need to tune it so that no more than one call per second is dialing. Anything beyond a 1 call to 1 second ratio will result in call failure. Please note, although we allow auto dialers to be used, we aren't able to troubleshoot third party devices/software.

At this time Nextiva can only support this ratio, for not only our security but most importantly, our customers. Please see your PBX manual or your in-house IT technician for the steps to adjust calls to the Nextiva supported ratio.

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




 
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