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FIND ANSWERS TO YOUR BUSINESS VOIP AND UNIFIED COMMUNICATIONS QUESTIONS

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Posts Tagged ‘Voice mail’

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 do I check voicemail with Nextiva Connect

There are a few different ways you can check your Nextiva Connect voice mail. You can check messages on any phone worldwide, via the online portal and your email.

Voice mail messages left on your Nextiva Connect account can be forwarded as an attachment to the email address of your choice. You can listen to the recording on your mobile phone, laptop or desktop computer. You can store the files or delete them from your email after listening. Keep in mind that listening to and deleting voice mail messages from your email does not delete and/or mark the message as read in your online Nextiva Connect portal.

From any phone:
To listen to voicemails on any phone, you will first need to call your main business line or direct dial number of a specific employee. Let the number ring and wait for your voicemail greeting to pick up. Once you hear your voicemail greeting hit the * key. It will then prompt you for your 4 digit voicemail passcode. The passcode default is 1234. Once the passcode is entered, you can follow the prompts to check voicemails from there.

Online Portal:
To check your voicemail from the online portal, sign in to your Nextiva Connect account at
http://www.nextiva.com/customer-login.html and follow these steps:

  1. Click into Sites, and then click Employees.
  2. Click the blue Login link next to the employee for which you wish to check voice mail messages. This will open a new webpage on your Internet browser.
  3. Click on the new browser window and you will now see the online portal for that employee only.
  4. On the top left corner of the page you will see a blue Voicemail link, click on that link to see your voice mails visually listed.
  5. From this page, you can listen to voice mails or delete them.

To listen to a voice mail, click the small yellow speaker icon next to the voice mail. To delete a voice mail, click the check box next to the voice mail and then click the delete button.

Email:
To have voice mail messages forwarded as email attachments, sign in to your Nextiva Connect account and follow these steps:

  1. Click into Sites, and then click Employees.
  2. Click the blue Voicemail link next to the employee for which you wish to make voice mail setting changes.
  3. Under Email Options, you can select what type of messages to have sent and specify the email address of your choice. Be sure to click the check box that says to send voice mail messages as an attachment.
  4. To add multiple emails, just separate each with a comma (no space).
  5. You can also change your voicemail PIN code and set the amount of rings before voicemail pick up from this page

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 Forwarding


Call Forwarding Always – automatically forwards incoming calls to a different phone number, such as your home office or cell phone.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding Always. Once selected, you can add or change the number where you want to send your incoming calls.

This feature is able to be turned on and off from the keypad on your phone. To activate this feature, simply press *72, then follow the prompts to enter the forward-to number. To deactivate this features, press *73.

Call Forwarding Busy - forwards your incoming phone calls when your phone line is busy and cannot receive another call. This feature can be used when you would rather have a secretary or coworker receive the call instead of going to your voice mail if your line is busy.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding Busy. Once selected, you can add or change the number where you want to send your incoming calls.

This feature is able to be turned on and off from the keypad on your phone. To activate this feature, simply press *90, then follow the prompts to enter the forward-to number. To deactivate this features, press *91.

Call Forwarding No Answer - allows you to forward all of your calls to a phone number, instead of voice mail, whenever you do not answer your phone. This feature can be used when you would rather have a secretary or coworker receive the call instead of going to your voice mail if you are unable to answer the call.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding No Answer. Once selected, you can add or change the number where you want to forward your calls if you are unable to answer.

This feature is able to be turned on and off from the keypad on your phone. To activate this feature, simply press *92, then follow the prompts to enter the forward-to number. Deactivate this feature by pressing *93.

Call Forwarding Not Reachable - forwards calls to a different number when your device is not accessible by Nextiva.

If your telephone gets physically disconnected, or the telephone system does not have your information entered correctly, the call won't be lost; it will get forwarded to a different number that you specify. Note: The number to where you forward your calls must be permitted by your outgoing calling plan.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Forwarding Not Reachable. Click the On button, and enter the forwarding number to add.

Call Forwarding Power Outage - Nextiva voice services will not work during a power outage, as Nextiva's service requires an active Internet connection. However, within Nextiva's portal, there are features that allow for automatic forwarding in the event of a power outage.

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding Not Reachable. Click the On button, and enter the forwarding number to add.

For Office Manager accounts, after logging in to the Personal Web Portal, select Phone Settings on the left and then enter the forward-to number under Alternate Phone Number.

Call Forwarding Selective - automatically forwards your incoming calls to a different phone number when predefined criteria, such as the phone number, time of day, or day of week, are met.

This feature activates when certain conditions are met. These conditions include:

  • Phone number
  • Time of day
  • Day of week
  • Caller ID is Private or Unavailable
  • Holiday

To set up this feature, access your Personal Web Portal. On the left-hand side of the panel, select Incoming Calls and select Call Forwarding Selective. Click the On button and the forwarding number to add. Then, define the criteria based on the incoming caller's identity, ranges of digits, or time schedule.

This feature is able to be turned on and off from the keypad on your phone. To activate this feature, simply press #76, then follow the prompts to enter the forward-to number. Deactivate this feature by pressing #77.

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

Note: If the incoming call does not match any of the criteria, normal call handling applies.

 

How do I record voicemail and auto-attendant greetings?

 

When creating your voicemail greeting, you must already have the user created. When creating an auto-attendant greeting, you must already have auto-attendant set up.

Voicemail

To record a voicemail greeting for yourself, you must first have the user created.  Once the user is created, if you have a Nextiva phone assigned to the user, you can dial 9999 from the phone.  The user will be prompted to enter a voicemail PIN.  The default PIN is 0000.  Once this is entered, the system will prompt you to change the PIN.  You will enter the new PIN twice and then go into the main menu.

There are two greetings the user can setup: the “Busy” greeting (Option 2) or the “No Answer” greeting (Option 3).  After you select the greeting you wish to record, you’re prompted to record the greeting.  After you record the greeting, you will get the option to record a new greeting, listen to the current greeting or use the system greeting.  Once satisfied with the greeting, you can exit the voicemail portal.

Auto-attendant

To record your own auto-attendant greeting, you will also dial 9999 from any phone on the Nextiva system.  When the voicemail portal begins, press the * key.  When it prompts for the mailbox ID, press 9999 again.  You will be prompted to enter the PIN.  It should be 0000 unless you have previously changed it.  The prompts will ask if you are recording an auto-attendant greeting for the business hours or for after hours.  You will be able review the greeting.  Once you are happy with your greeting, you can select that greeting and exit the voice portal.

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

Can I upload my own greetings?

Yes. If you already have your own professional recording established, Nextiva can upload it to your Nextiva Connect account at no additional cost to you. The recorded file must be in one of the below formats for the file to upload properly.


Please convert your recording file to one of the following formats:

  • PCMU
  • .wav
  • 8 or 16 Bit
  • 8000 HZ
  • Mono

These are the only formats accepted by Nextiva at this time. There are many audio file converters available for free in the Internet. We can also convert the file for you, then send it back to you in the proper format. If you would like us to upload the greeting for you, please send an email to support@nextiva.com and we will convert the file and send it back to you within 24 to 48 hours.

To upload a recording yourself, begin by signing in to your Nextiva Connect account.

For Auto Attendant Recordings:

Once you are signed in to your account, navigate to Sites and click Auto Attendant. Scroll down and click the Browse button. From there, it will allow you to search your computer for the recording file you wish to upload.

Once you find and highlight the file, click Open and the file will appear in the field next to the Browse button. From there, scroll down and hit Save Changes and your file will be uploaded. The recording must be in the proper format for it to upload correctly.

For Voice Mail Recordings:

Once you are signed in to your account, click into Sites and then Employees. Click the blue voice mail link on the employee for whom you want to record the message. From there, scroll down to Personal greeting recorded by you and click Browse. From there, it will allow you to search your computer for the recording file you wish to upload.

Once you find and highlight the file, click Open and the file will appear in the field next to the Browse button. From there, scroll down and hit Save Changes and your file will be uploaded. The recording must be in the proper format for it to upload correctly.

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

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 do I use CommPilot Express?

CommPilot Express allows a user to manage call routing settings based on four predefined profiles:

  • Available – In the Office
  • Available – Out of the Office
  • Busy
  • Unavailable

Each profile allows for different types of call management. To access your CommPilot Express settings:

  1. Log in to the user's Personal Web Portal
  2. Click on Incoming Calls under Options
  3. Click on CommPilot Express
Available – In the Office This is best used when you are in the office and are available to take calls. You can set another number to ring when you phone is called along with what should happen if you are busy or don’t answer.                               
 
Available – Out of Office This is used when you are available but are not at your desk. You can have calls forwarded from your desk phone to your cell phone or another phone you would answer. You can also leave it to go to voice mail but have it email you when a call comes in so that you can call them back.          
 
Busy When you are busy and don’t want to receive calls you can set your status to Busy. You can send all calls to voice mail, except for numbers you specify and have those numbers forwarded to another phone. For example, if your boss calls your desk phone you could have that call routed to your cell phone so that you don’t miss his call but then all other calls would go to voice mail. You can also enable email notifications so that you know when you receive a voice mail.
Unavailable You can send all calls to voice mail except for numbers you specify and have those numbers forwarded to another phone. For example, if your boss calls your desk phone you could have that call routed to your cell phone so that you don’t miss his call but then all other calls would go to voice mail. You can also enable email notifications so that you know when you receive a voice mail. 

How to change CommPilot Express profiles There are three ways to change the CommPilot Express profile, using the Personal Web Portal, using the Voice Portal, or using the Toolbar if you have a NextOS Enterprise account. Using the Personal Web Portal is a simple as changing the drop down box at the top of the CommPilot Express page.

To use the Voice Portal, dial the Voice Portal from your phone(*62) and press option 2 to change your CommPilot Express profile. Lastly, if you have a NextOS Enterprise account, you can use the Nextiva Toolbar by selecting the desired profile from the CommPilot drop down.

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

How long can a greeting be?

An auto-attendant or voice mail greeting with Nextiva Connect can be no longer than 60 seconds. Keep in mind the recording must also be in the proper format.

All audio recordings for Nextiva Connect must be 60 seconds or less and in one of the below formats:

  • PCMU
  • .wav
  • 8 or 16 Bit
  • 8000 HZ
  • Mono

These are the only file formats accepted by Nextiva at this time.

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

How to Set Up Nextiva Anywhere Group level

Nextiva Anywhere allows you to make and receive calls from any device, at any location, with only one phone number, one dial plan, one voice mailbox, and unified set of features.This will allow you to move seamlessly to and from the devices you choice for this feature. You can now leave the office without leaving your business behind. 

Steps to Set Up Nextiva Anywhere in Group Level

  1. In the NextOS Portal, click into the Group level. Select Services under Advance Settings and select Nextiva Anywhere.
  2. Under addresses, assign a main telephone number. This will be the number you dial when using Nextiva Anywhere.
  3.  Fill in the required criteria. For your Anywhere ID, use  @  prod .voipdnsservers.com

 

 

Steps to Set Up Nextiva Anywhere in Group Level

  1. In the NextOS Portal, select which user you would like to set up. Once the user is selected, click Services under Advance Settings and select Nextiva Anywhere.
  2.  Fill in the requested criteria and press OK.

Once you have completed these steps, call your main Nextiva Anywhere number from the device you selected.

  • You will be prompted to “Please enter the number from which you are calling, followed by the # Key.”
  • Then you will be prompted to please enter your pass code followed by the # key. Your pass code will be you 4-digit voice mail pass code.
  • Then you will be prompted to enter the destination digits. You will hear a dial tone.
  • Once you entered the number you want to dial, the call will connect and it will appear as though you are dialing from your Nextiva VoIP phone. The Caller ID will also show the same as your Nextiva VoIP.

If Nextiva is set up properly, when you receive an inbound call on your Nextiva VoIP phone it will ring your Nextiva Anywhere phone simultaneously.

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

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