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Posts Tagged ‘NextOS Features’

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 do I record an auto-attendant greeting on my telephone?

If you are using our Connect product and don't have a microphone, we give you the ability to record the auto attendant greeting via your telephone with a few easy steps.

  1. Log into the Office Manager. You should have received your login from Nextiva when you signed up. In the case that you lost it, please contact Nextiva Support to reset it.
  2. Click on Default -> Employees under the Site left navigation bar.
  3. Click on Edit for the default employee that Nextiva creates for you when you sign up.
  4. Click on the Outside Line drop down box and check on the telephone number that you purchased when signing up.
  5. Click Save

You are now ready to make recordings! To record your greeting, simply pick up your telephone and call your Nextiva phone number. If you don't remember your phone number, you can get it by re-logging into your office manager at https://manage.nextiva.com.

If you want multiple greetings, you can do so by calling your number multiple times and leaving multiple voicemails. Once you are done with all your greetings, you can go ahead download them to your computer. You can do so by going to https://portal.nextiva.com. In most cases, you can use the same login as you did for your office manager. If you can't login with the same details, please contact Nextiva support for assistance.

  1. Once logged in, click on VoiceMail on the right navigation menu. You should see your voicemails you recently added. You can save them to your computer by clicking on the New Messages link.
  2. To save the recording to your computer, you can click on the speaker icon under Listen and click Save As.
  3. The last step is to upload your recordings to the Office Manager. Please go back to the office manager at https://manage.nextiva.com and click on the Auto Attendant link under Sites. Under the Greeting it gives you the ability to upload your own greeting. Click Browse, find the WAV file you downloaded from your portal (Usually called voicemail.wav) and click Save.

Once you save, your auto attendant now has a greeting! If you only have one DID, please make sure to remove your phone number from your 'Temporary' employee under 'Employees' and assign it to our Auto Attendant. If you have any questions or problems with uploading your own greeting, please contact Nextiva Support at support@nextiva.com

How to Set Up: Hunt Groups

This feature allows for you to have a single or multiple numbers ring to multiple users in your account. This can be setup to ring each phone at the same time or in a specific order. This feature is perfect for a company that either needs multiple people to answer your phone calls or for calls to roll over to other users if for example your receptionist is busy.  

How to setup from the portal: 

1.Log into your Nextiva portal by visiting www.nextiva.com and clicking on the Customer Login found at the top right. After that you will want to click on Sites and employees on the left side. From this new page click on Admin login.

2.Once logged in to your admin panel, click on services on the left side of the page. Under the basic side of the page click on Hunt Groups.  Then click Add.

3.The first box you will come to is the Hunt Group ID. This is a user name for the hunt group, this can also be anything you would like it to be as long as it is unique. IE: MycompanyHG. The next box names the hunt group. This is for your reference, your callers will not see this name. IE: Main Hunt Group. The calling line ID in the next field is set for the Inbound Caller ID which will be displayed on your office phones when a customer would call in. This is great if you have multiple hunt groups which need to be answered in a specific way, allowing you to see on the phone which hunt group they are calling in to and how you would want to pickup that call. IE: Main Support. The last part of this first area is called Group Policy, this is how the users in the hunt group would ring. Most cases you would want it setup as Regular ( Default) this rings 1 phone at a time in a set order, or Simultaneous, this rings every phone at the same time.

4. The next area you will want to setup is the No Answer Settings. The first option you will see in this box is used if you are using the Regular setting under the Group policy. This will set how long each phone will ring before it skips to the next employee. To enabled this feature click the check box and enter the amount of rings. Note: You want to try and keep the number of rings around 6 rings or less. The next option is Call forwarding after waiting. This feature allow you to forward you calls out to either another user outside the hunt group or an outside line like a cell phone. To enable this check the box to the left and enter how many seconds you want it to ring in the office before forwarding out. Note: your average ring is around 5 seconds per ring. Then enter the number you will forward to in the box below.

5.The Not Reachable Settings box will allow your hunt group to forward out if our system detects the phones offline. This is useful if you lose internet connection or have a power outage. To enable this feature check the box next to Enable Call Forwarding Not Reachable. Then enter the outside line in the box below.

6. Next you will want to add the users to this hunt group. In the field Enter Search Criteria click on the Search button on the right side of the page. The box below labeled Available users should populate with each user in the account that can be assigned to your hunt group. To add these users to the hunt group simply click on their name and click add in the center of the page. Or if you want everyone in your account on the hunt group you can simply click Add All in the center. This will moved the Users over to the Assigned Users Box. To change the order in which they will ring if you are using the Regular Group Policy click on the assigned user then click Move up or Move down at the bottom of the Assigned users box. Once you are satisfied with your assigned users. Click on OK at the bottom of the page.

7. After you click on OK you will be brought back to the main Hunt Group page. On this page click edit on your newly created hunt group. This will load the profile page for your new hunt group. The final step to the setup is assigning your phone number or extension to the hunt group. On the profile page click on Addresses under basic. On the addresses page you will see a drop down box labeled Phone Number. Click this drop down and chose the number you will want to have assigned. If you do not want to use a phone number you can also enter an extension in the Extension box instead.  

How to Set Up: Call Parking

Call Parking, by definition, is taking a call and parking it against an extension so that you can retrieve it from another extension. Calls can only be parked against extensions on the account. Only one call can be parked at a time per extension.

How to park a call:

  1. Press the Park button, if your phone has a Park button.  Otherwise, place the call on hold and dial the Transfer button.
  2. Dial the extension to park the call against
  3. Press the Enter or Dial key

For example: HOLD – Transfer – dial 101 – Enter

How to retrieve a call:

  1. Press the Unpark button, if your phone has an Unpark button. Otherwise, dial *88.
  2. Enter the extension the call is parked against
  3. Press the Enter or Dial key

For example: *88 DIAL – 101 enter

Please note:

  • Calls can only be parked against extensions on the account
  • Only one call can be parked per extension
  • If a call is parked for a certain period of time the call will ring back to the phone where it was originally parked

If 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

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.

 

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

How to Configure a Bria Softphone on an iPhone 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 iPhone Devices. Please review the following list to ensure that your iPhone device is compatible with the Bria softphone software before purchasing the application.

System Requirements:

Voice / Messaging and Presence Add-On:

  • iPhone – 3GS, 4, 4S, or 5 running iOS5+
  • iPod – Touch (3rd generation+)

Video Calling Add-On:

  • iPhone – 4, 4S, or 5 running iOS5+
  • iPod – Touch (4th generation+)

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

2.) Once the application has been installed, proceed to the set up process. There are few requirements that need 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 which you wish to assign the softphone.

3.) Once you have opened the Bria application on your cell phone 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. In the upper left-hand corner of the screen select the ACCOUNTS button
  12. Proceed by tapping the PREFERENCES button
  13. Within the “Mobile Data Network” turn the following two settings ON

i.      Use When Available

ii.      Allow VoIP Calls

  1. In the upper left-hand corner of the screen select the ACCOUNTS button to return to the “ACCOUNTS” page
  2. Select the blue arrow to the right of your Nextiva account
  3. At the top of the Menu select the button labeled as REGISTER
  4. The softphone will display registered knowing that all necessary credentials have been met
  5. 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.

Still have questions?

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

How to Set Up: Scheduling

Schedules are used to dictate when different call processing polices are activated/deactivated. You can setup multiple schedules for any week, or even holiday schedules. Schedules will need to be setup in order for many features to work correctly within the Nextiva platform. Please remember to create a working schedule as well as any after-hours schedule so that you can properly route calls throughout the day. 

Setting up a schedule from the portal:

1.   To add a schedule click Add and type in the Schedule name. There are two types of schedules, Holiday and Time. Holiday schedules are used to override time schedules to allow for alternate schedules to be used on selected days. A Time schedule is used for activating and deactivating call processing policies on an everyday basis. Once you select a type click OK to add the schedule.

2.   Each schedule can have multiple events to allow for complex call processing policies. Once a schedule is added it will show up under Schedules and can be selected by clicking on it. When you click on the schedule, it will open the Schedule Modify screen. This screen will allow you to add events to the schedule. To add an event, click Add. This opens the Event Add screen.

3.  Enter an Event Name. Enter a Start Date, Start Time, End Date, and End Time. To make this an all day event, check the box next to ALL Day Event. If you are going to have a Recurrence Pattern for this event then the Start Date and End Date are relative and the schedule will follow the Recurrence Pattern first. This means, if you put in today’s date for the start date, tomorrow’s date for the end date, and make the event active every Monday, then the event will go from Monday into Tuesday every week. 

4.  Recurrence Patterns can be set for this event so it will repeat. The event can be repeated Daily, Weekly, Monthly, or Yearly. You can also set an end date for this event after a set number of occurrences or have it end on a specific date.

·       Daily- The event is repeated every set number of days.

·       Weekly- The event is repeated every set number of weeks on selected days of the week.

·       Monthly- The event is repeated every set number of months on a selected day of the month. That day can be set based on date (such as the 1st of the month or 25 of the month) or by the specific day of the week within the month. For example, the second Tuesday of the month.

Yearly- This event is repeated every set number of years on a selected day of the year. That day can be set based on date (such as the 1st of a set month or the 25 day of that month) or by the specific day of the week within a set month. For example, the second Tuesday of November.

How to Set Up: Custom On-Hold Music


Music on Hold (MoH) is a service that plays music when you place a customer on hold. This service is turned on by default and will play generic music. Custom music can be uploaded so that when someone is placed on hold they hear whatever music you prefer to use.

How to format Music on Hold files:

All MoH files need to formatted to one of the following specifications:

  • .wav formatted
  • μ-law, PCMU or G711μ
  • 8 or 16 bit
  • Mono
Nextiva Music on Hold Files:
Nextiva has music on hold files that you are able to simply select and utilize. You can hear the files here:

How to upload Music on Hold files:

  1. Log into the CP Portal
  2. Click on Groups
  3. Click on Search to pull up a list of all the groups on the account
  4. Select the group that will have the Music on Hold updated. If you did not setup groups, then select the default group
  5. From the options menu select Services
  6. Under basic services select Music/Video on Hold
  7. Click on Group to set the group Music on Hold
  8. Choose Custom Music/Video File
  9. Click on Choose File to upload a new Music on Hold file
  10. Click OK

Now all calls that are placed on hold will have the new music.

Options

There can be a separate Music on Hold file for each site/group on your account. If you have call centers or call queues setup, then each of those can have their own music, as well. Nextiva does not currently support streaming music for Music on Hold.

Internal calls can have different music, as well. On the Music on Hold page, select the tab Internal Calls Settings and check the box that says "Use Alternate Source for Internal Calls".

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

How to Set Up: Virtual On-Net Extensions

Virtual On-Net Extensions allow you to have people that don't have phones or users to have extensions in the system. Calls can be placed and transferred to this extension, and they will route to the person's external number, such as a cell phone. When calls come in from their external number the Nextiva phone will show the internal extension and caller ID. This would, in effect, mask the external number and display the internal extension. These are extensions only and do not have any advanced call routing or voice mails (can’t set up a phone/device).

How to setup Virtual On-Net Extensions

  1. Login to the CP Portal. (link)
  2. Click on Groups
  3. Click on Search to pull up a list of all the groups on the account
  4. Select the group that will have the Extensions added to it
  5. Click on Virtual On-Net Enterprise Extensions
  6. Click Add
  7. Enter the last name and first name for the extension
  8. This will automatically populate the Calling Line ID fields, which then can be adjusted
  9. Enter the phone number that the extension will be forwarded to
  10. Enter the extension that will be assigned to the employee
  11. Select Virtual-On-Net from the Virtual On-Net Call Type drop down
  12. Click OK

How to add multiple Virtual On-Net Extensions at one time

You can click on Add Range from the Virtual On-Net Enterprise Extensions and put in a range of extensions that will be mapped to a range of external numbers. This is only useful if you have a range of contiguous external numbers to map the internal extensions to.

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




 
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