Office Power Issues

If your office loses power, your cloud phone system remains online, but your desk phones may not.

There are two ways to continue receiving business calls during a power outage:

1. TotalBC Mobile App

If you already have the CallNet Mobile App (Communicator Go) installed, you can continue making and receiving business calls using your mobile phone.

2. Phone Down Routing

If your extensions have Phone Down Routing configured, our cloud phone system will automatically send calls to your designated backup number (such as your cell phone or a different office number). When power is restored, calls will automatically return to your desk phones.

Download Communicator GO (Latest Version) from the Apple App Store or Google Play Store. (Power)

Once installed, click Continue and we'll create a support request so one of our technicians can activate and configure the app for you.

Phone Down Routing Details (Power)

Please enter each extension that should automatically forward during a power or Internet outage, along with the phone number where calls should be routed.

If your office Internet connection is unreliable or unavailable, your cloud phone system remains online, but your desk phones may not be able to connect.

There are two ways to continue receiving business calls during an Internet outage:

1. TotalBC Mobile App

If you already have the TotalBC Mobile App (Communicator GO) installed, you can continue making and receiving business calls using your mobile phone over your cellular connection or another Internet connection.

2. Phone Down Routing

If your extensions have Phone Down Routing configured, our cloud phone system will automatically forward calls to your designated backup number (such as your cell phone or another office number). Once your Internet connection is restored, calls will automatically return to your desk phones.

TotalBC Mobile App (Internet)

Please download Communicator GO (Latest Version) from the Apple App Store or Google Play Store before your support appointment.

Once installed, one of our technicians will configure and activate the app for your extension.

Phone Down Routing Details (Internet)

Please enter each extension that should automatically forward during a power or Internet outage, along with the phone number where calls should be routed.

Calling Issues

Please select the option below that best describes the calling issue you are experiencing. We'll ask a few additional questions to help our technicians diagnose the problem before contacting you.

We'll email you the appropriate setup instructions.

Please provide your extension number below. After reviewing your request, we'll email you the instructions you need to sign in or set up the Mobile App or Desktop App on your new device. If additional assistance is needed, one of our technicians will contact you.

Unable to Make Outbound Calls

Please answer the following questions to help us determine why you're unable to place outbound calls.

Please describe the work that was performed.
Examples: ISP replaced the modem, IT company installed a new firewall, a network switch was replaced, Internet service was upgraded, or new cabling was installed.

Let’s gather a few details about the affected extension or extensions.

The following questions will help our technicians determine whether the issue is related to the phone, the application, or the extension configuration.

Please describe the work that was performed.

Examples: ISP replaced the modem, a new firewall or router was installed, network switches were replaced, Internet service was upgraded, or other network equipment was changed.

Let's gather a few details about the affected extension or extensions.

The following questions will help our technicians determine whether the issue is related to the phone, the application, or the extension configuration.

Please check the Wi-Fi status on your desk phone.

Look at the top of your phone's display.

If you see a Wi-Fi icon with a slash through it or a question mark (?), your phone is not properly connected to the wireless network.

The next question will help us identify what you see.

Your desk phone does not appear to be connected to the Wi-Fi network.

Before submitting your support request, please try reconnecting your phone to your Wi-Fi network.

1. On your desk phone, press Menu.
2. Navigate to System → Wi-Fi Settings.
3. Make sure Wi-Fi is Enabled.
4. Select Scan.
5. Choose your office Wi-Fi network from the list.
6. Enter the Wi-Fi password if prompted.

If your phone reconnects successfully, test whether the issue has been resolved.

If your phone is unable to reconnect to your office Wi-Fi, please contact your IT department or network administrator.

This is typically caused by a Wi-Fi network, password, or wireless configuration issue rather than the phone itself.

If the issue continues after your Wi-Fi connection has been restored, please continue submitting this support request.

Please check the phone status icon.

Look at the upper-left corner of your phone's display.

The phone icon indicates whether your desk phone is connected to the phone system.

Your desk phone is not currently connected to the phone system.

Let's check whether your phone has received an IP address.

1. Press and hold the UP ARROW button for approximately 3 seconds.
2. The phone should display its IPv4 address.
3. It will look similar to: 192.168.10.12
   
   

The next question will ask you to enter the IP address displayed on your phone.

Great! Your phone has successfully received an IP address.

Please try the following:

1. Reboot your desk phone.
2. Allow a full 5 minutes for the phone to fully start and reconnect (it may reboot a couple of times)
3. Check whether the phone icon changes from Red to Green.

If the phone reconnects successfully, test your phone again.

If the phone icon remains Red after 5 minutes, please continue submitting this support request.

Great! Your phone has successfully reconnected to the phone system.

Please test your phone to verify that it is working normally.

If this problem continues to occur and you find yourself rebooting the phone multiple times within a week, please contact TotalBC Support at 866-673-8682. Your phone should not require frequent reboots to stay connected.

Your phone is receiving an IP address, but it is still unable to connect to the phone system.

This usually indicates that the phone has network connectivity but is unable to register with the phone system.

Please continue submitting this support request. The information you've provided will help our technicians diagnose the issue more quickly.

Your desk phone is not receiving an IP address from the network.

Please replace the Ethernet cable connected to the phone.

The correct cable is plugged into the network port marked with the two-computer icon, located closest to the power connection.

After replacing the cable, allow the phone up to 5 minutes to reconnect.

Great! Your phone has successfully reconnected to the phone system.

Please test your phone to verify it is working correctly.

You had a bad patch cable, you may want to inform your IT company/dept so that you can one to replace the one you just used.

We've completed the recommended troubleshooting steps for your desk phone.

Based on the information you've provided, your phone is still unable to connect to the network.

Please continue submitting this support request. The information you've provided will help our technicians diagnose the issue more quickly.

If your business is currently unable to make or receive calls and you require immediate assistance, please contact TotalBC Support at 866-673-8682.

Before we open a support request, let's perform one quick test.

1. Turn Wi-Fi OFF on your mobile phone.
2. Verify that your phone is using your cellular/mobile data connection.
3. Open the Communicator Go Mobile App.
4. Place or receive a test call.
   
   

The next question will ask whether turning off Wi-Fi resolved the issue.

Great! Your Mobile App is working correctly over your cellular data connection.

This usually indicates a problem with your Wi-Fi network rather than the Mobile App.

Your test has shown that the Mobile App is working correctly. When your phone is connected to your Wi-Fi network, something on the network is likely preventing the app from working properly. This can sometimes be caused by a firewall, router, DNS, or other network configuration.

Please contact your IT department or network administrator to review your Wi-Fi, firewall, and router configuration.

If your IT department is unable to resolve the issue, or if you would like TotalBC to assist with troubleshooting your network, please contact us at 866-673-8682.

Before submitting your support request, please verify that the computer experiencing the issue is connected to the Internet.

Open a web browser and visit a website such as https://tf.nist.gov/tf-cgi/servers.cgi
or a website you normally don't visit.

If you are unable to access websites, please contact your IT department or network administrator to restore your Internet connection before continuing.

If your computer is connected to the Internet and the Desktop App is still experiencing issues, please continue with the next question.

The computer does not appear to have an active Internet connection.

Please contact your IT department or network administrator to restore the computer’s Internet connection.

The Desktop App cannot make or receive calls without Internet access.

Once the Internet connection is restored, test the Desktop App again.

Ok apologize you are still having the issue of not currently signed in to the Desktop App.

Please try signing in using your email and password.

If you do not know your password, recently changed computers, or are unable to sign in, please continue submitting this support request. Our technicians will assist you with restoring access to your Desktop App.

We'll ask a few questions to help identify the problem with your desk phone.

Please answer the following questions as accurately as possible. This information will help our technicians diagnose the issue more quickly.

Please restart your desk phone by unplugging the power cable (or the network cable if your phone receives power over Ethernet), wait 30 seconds, and then reconnect it.

Your Mobile App is already using your cellular/mobile data connection.

Since the issue is occurring while using cellular data, it is unlikely to be caused by your Wi-Fi network.

Please continue submitting this support request. The information you've provided will help our technicians diagnose the issue more quickly.

Great! Your Mobile App is working correctly over your cellular data connection.

This usually indicates a problem with your Wi-Fi network rather than the Mobile App.

Your test has shown that the Mobile App is working correctly. When your phone is connected to your Wi-Fi network, something on the network is likely preventing the app from working properly. This can sometimes be caused by a firewall, router, DNS, or other network configuration.

Please contact your IT department or network administrator to review your Wi-Fi, firewall, and router configuration.

If your IT department is unable to resolve the issue, or if you would like TotalBC to assist with troubleshooting your network, please contact us at 866-673-8682.

Before submitting your support request, please verify that the computer experiencing the issue is connected to the Internet.

Open a web browser and visit a website such as https://tf.nist.gov/tf-cgi/servers.cgi or another website you do not normally visit.

If you are unable to access websites, please contact your IT department or network administrator to restore your Internet connection before continuing.

If your computer is connected to the Internet and the Desktop App is still experiencing issues, please continue with the next question.

Your computer does not appear to have an active Internet connection.

The Desktop App requires a working Internet connection to make and receive calls.

Please contact your IT department or network administrator to restore your Internet connection before submitting a support request.

Once your Internet connection has been restored, test the Desktop App again. If the problem continues, please return and complete this support request.

If you do not have an IT department or network administrator, TotalBC can assist you with troubleshooting your network connection. Please note that unless you are a TotalBC Managed IT Services client, network troubleshooting and repair is considered billable support.

A single call quality issue is often caused by the other party's phone, cellular connection, internet connection, or local network, and does not necessarily indicate a problem with your phone service.

Please continue to monitor your calls. If the issue occurs on three (3) or more different calls, return to this form and submit a new support request with examples of the affected calls so we can investigate.

To investigate call quality issues, we must have at least two (2) recent call examples.

For each call example, please provide:
• Date of the call
• Approximate time of the call
• Phone number you were speaking with

Without this information, we are generally unable to trace or diagnose call quality problems.

Please verify that the handset cord is securely connected to both the handset and the phone.

While on a call, gently wiggle the handset cord where it plugs into both the handset and the phone.

Does this cause the static to get worse or cut in and out?

This may indicate a faulty handset or handset cord.

If possible, temporarily replace the handset and handset cord with one from a nearby phone and test again.

Did replacing the handset and handset cord resolve the static?

The issue appears to be related to the handset or handset cord.

Please submit this ticket so our team can review your information and arrange a replacement handset cord or handset if needed. Depending on your phone model and service agreement, replacement equipment may be covered or billable.

Please reboot your desk phone by unplugging the network cable (or power cable if applicable), waiting 30 seconds, reconnecting it, and allowing up to 5 minutes for the phone to fully restart and register.

After the phone has restarted, place a few test calls to determine if the static issue has been resolved.

Thank you for completing the troubleshooting steps.

Based on the information you've provided, additional troubleshooting by our support team is required.

Since you've already included your call examples, please submit this ticket and we'll begin investigating the issue. If necessary, we may recommend replacing the phone or other hardware after reviewing the results.

We're glad the issue appears to be resolved.

Please submit this ticket so we have a record of the issue and the troubleshooting performed. If the static returns, this information will help us diagnose the problem more quickly.

Please reboot your desk phone by unplugging the network cable or power cable, waiting 30 seconds, and reconnecting it.

Allow up to 5 minutes for the phone to fully restart and register.

After the phone has restarted, place a few test calls to determine whether the call quality issue has been resolved.

Thank you for completing the troubleshooting steps.

Based on the information you've provided, additional troubleshooting by our support team is required.

Please continue to submit this support request so our team can investigate the issue using the call examples you provided.

We're glad the call quality issue appears to be resolved.

Since the issue was resolved during troubleshooting, there is no need to submit a support request at this time.

If the problem returns or occurs again on three (3) or more different calls, please return to this form and complete a new support request.

If your mobile device is currently connected to Wi-Fi, please turn Wi-Fi off so the Mobile App uses your cellular data connection.

After turning Wi-Fi off, place a few test calls to determine whether the call quality issue has been resolved.

The issue appears to be related to the Wi-Fi network your mobile device was using.

Wi-Fi quality, congestion, interference, or internet performance can affect Mobile App calls even when other internet activity appears normal.

Since the issue was resolved after switching to cellular data, there is no need to submit a support request at this time. If the issue returns while using cellular data, please return to this form and submit a new request.

Thank you for completing the troubleshooting steps.

Since the issue was not resolved after switching to your cellular data connection, additional troubleshooting by our support team is required.

Please continue and submit this support request. The call examples you already provided will help our technicians investigate the issue.

Please temporarily connect your computer directly to your network using an Ethernet (network) cable and disconnect from Wi-Fi.

After your computer is connected with the network cable, ensure that you can get on the internet.  Then place a few test calls using the Desktop App to determine whether the call quality issue has been resolved.

The issue appears to be related to your Wi-Fi connection.

Wi-Fi signal strength, interference, congestion, or network performance can affect Desktop App call quality.

Since the issue was resolved while using a wired network connection, there is no need to submit a support request at this time.

If the issue returns while using a wired connection, please return to this form and submit a new support request.

Please completely restart your computer.

After it has restarted, open the Desktop App and place a few test calls to determine whether the call quality issue has been resolved.

We're glad the call quality issue appears to be resolved.

Since the issue was resolved during troubleshooting, there is no need to submit a support request at this time.

If the issue returns or occurs again on three (3) or more different calls, please return to this form and complete a new support request.

Thank you for completing the troubleshooting steps.

Based on the information you've provided, additional troubleshooting by our support team is required.

Please continue and submit this support request. The call examples you provided will help our technicians investigate the issue.

Please unplug the power from your cable modem and/or router for one (1) minute, then plug it back in.

After restoring power, wait at least 5 minutes for your internet connection and phone service to fully reconnect.

Once everything is back online, place a few test calls to determine whether the call quality issue has been resolved.

Issue Resolved

We're glad the issue has been resolved.

There is no need to submit a support request at this time.

If the issue returns, please complete a new support request.

Additional troubleshooting is required.

Since restarting your cable modem and/or router did not resolve the issue affecting the entire office, our support team will need to investigate.

Please continue and submit this support request. Be sure to include any additional details that may help our technicians diagnose the issu

Please verify the following before continuing:

• If your phone uses a network cable for power (PoE), make sure the network cable is securely plugged into the LAN/Network port on the back of the phone (typically the port closest to the power connector), not the PC port.
• If your phone uses a power adapter, make sure the power adapter is securely plugged into both the phone and the electrical outlet and that the outlet is working.

Great! It looks like your desk phone is powered on again.

If your phone has fully started up and is working normally, no further action is needed.  It takes about 5 minutes for your phone to come completely up.

If another working desk phone is available, please perform this test:

1. Disconnect your desk phone and connect a known working desk phone using the same network cable and/or power adapter.
2. Connect your desk phone where the working phone was previously connected.
3. Wait at least 5 minutes for each phone to fully start up.

This test helps determine whether the problem follows the phone or stays with the original location.

The problem appears to be with your desk phone.

Please continue so our support team can review the issue and determine whether the phone needs to be replaced.

The problem appears to be with the original phone location rather than the desk phone itself.

Before continuing, please check the following:

• If your phone uses a separate power adapter, unplug it and verify the electrical outlet is working by plugging in another device, such as a lamp or phone charger.

• If your phone receives power through the network cable (PoE), replace the network cable with another known working Ethernet cable, if one is available.

After completing these checks, reconnect the phone and wait at least 5 minutes for it to fully start up before continuing.

Great! Your desk phone is powering on again.

If the phone has fully started and is working normally, no further action is needed.

The issue has not been resolved.

Please continue so our support team can review the problem.

Since another working desk phone is not available, please check the following before continuing:

• If your phone uses a separate power adapter, verify the electrical outlet is working by plugging in another device, such as a lamp or phone charger.

• If your phone receives power through the network cable (PoE), replace the network cable with another known working Ethernet cable, if one is available.

After completing these checks, reconnect the phone and wait at least 5 minutes for it to fully start up before continuing.

Great! Your desk phone is powering on again.

If the phone has fully started and is working normally, no further action is needed.

If you have verified that the electrical outlet is working (if applicable) and/or replaced the Ethernet cable (if applicable), and your desk phone still will not power on, please continue so our support team can review the problem.

Please restart your desk phone.

• If your phone uses a separate power adapter, unplug the power from the phone for 30 seconds, then plug it back in.

• If your phone receives power through the network cable (PoE), unplug the network cable from the back of the phone for 30 seconds, then reconnect it.

Wait at least 5 minutes for the phone to fully start up.

If the screen is still faded, flickering, or unreadable after the phone has finished starting, continue to the next step.

Great! It looks like the display issue has been resolved.

If your desk phone is now operating normally, no further action is needed.

The display issue has not been resolved.

Please continue so our support team can review the problem and determine whether the desk phone needs to be replaced.

Please restart your desk phone.

• If your phone uses a separate power adapter, unplug the power from the phone for 30 seconds, then plug it back in.

• If your phone receives power through the network cable (PoE), unplug the network cable from the back of the phone for 30 seconds, then reconnect it.

Wait at least 5 minutes for the phone to fully start up.

If the display is still blank or frozen after the phone has finished starting, continue to the next step.

Great!

It looks like the display issue has been resolved.

If your desk phone is now operating normally, no further action is needed.

The display issue has not been resolved.

Please continue so our support team can review the problem and determine whether the desk phone needs to be repaired or replaced.

Please restart the affected desk phone(s).

• If the phone uses a separate power adapter, unplug the power from the phone for 30 seconds, then plug it back in.

• If the phone receives power through the network cable (PoE), unplug the network cable from the back of the phone for 30 seconds, then reconnect it.

Wait at least 5 minutes for the phone(s) to fully start up.

If the phone still displays "No Service" or "Not Registered," continue to the next step.

Great!

It looks like the phone has successfully reconnected.

If the phone is now operating normally and no longer displays "No Service" or "Not Registered," no further action is needed.

Please restart the affected desk phone(s).

• If the phone uses a separate power adapter, unplug the power from the phone for 30 seconds, then plug it back in.

• If the phone receives power through the network cable (PoE), unplug the network cable from the back of the phone for 30 seconds, then reconnect it.

Wait at least 5 minutes for the phone(s) to fully start up.

If the phone still displays "No Service" or "Not Registered," continue to the next step.

Please check the IP address of one affected desk phone.

1. Press and hold the Up Arrow (▲) button on the phone for approximately 3 seconds.

2. The phone's IP address should be displayed on the screen.

3. Write down the IP address and enter it in the next field.

If no IP address is displayed, or it appears blank, continue to the next field and let us know.

The issue has not been resolved.

Thank you for completing these troubleshooting steps.

Our support team will review the information you provided, including the network details and desk phone status, to help identify the cause of the problem and restore service as quickly as possible.

Thank you for providing the details.

Our support team will review the key configuration and programming for your desk phone and make any necessary corrections. If additional information is needed, we will contact you.

Check if your microphone is muted.

If you are using the Speakerphone, make sure the Microphone (Mute) button is not red.

If the light is red, press the Microphone (Mute) button once to unmute yourself.

After unmuting, ask the other person if they can hear you.

Increase the speaker volume.

While on the call, press the Volume Up button until it reaches the maximum volume, then ask if you can hear the other person.

If you still cannot hear them, continue to the next step.

Thank you.

Based on your answers, your speakerphone may not be working correctly.

Our support team will verify that the speakerphone feature is enabled on your phone. If it is enabled and the problem continues, the phone may need to be replaced.

Please continue submitting this form so we can create a support ticket.

Based on your answer, your environment likely has too much background noise.

Try moving the phone to a quieter location or use the handset instead of the speakerphone.

If the problem continues after reducing the background noise, please continue submitting this form so we can create a support ticket.

Since muting yourself did not improve the audio, let's determine whether this is affecting all calls.

Call a coworker or another known number and test the speakerphone again.

If the problem only happens on one call, the issue may be with the other party or their phone service.

If the problem happens on multiple calls, continue to the next step.

Since this problem only occurred on a single call, the issue may have been caused by the other party's phone, phone service, or network connection.

If the problem happens again on future calls, please submit a new support request and include at least two examples of affected calls.

Make sure the handset cord is securely plugged into the Handset port on the back of the phone. The correct port is marked with a handset icon.

After confirming the cord is connected correctly, test the call again.

Great!

It looks like the problem has been resolved.

If your handset is now working properly, no further action is needed.

Since the speakerphone is working correctly, the issue appears to be isolated to the handset.

Please try the following:

• While on a call, gently wiggle the handset cord and see if the audio cuts in and out or becomes distorted.
• If available, replace the handset cord with a known working handset cord and test again.
• If available, replace the handset with a known working handset and test again.

If the problem continues after these steps, continue to the next step.

Since the problem occurs on both the handset and the speakerphone, the issue is not isolated to the handset.

Please continue submitting this form so our support team can review the phone's configuration and determine whether the desk phone needs to be replaced.

Increase the handset volume.

While on the call using the handset, press the Volume Up button until it reaches the maximum volume.

After increasing the volume, test the call again.

Great!

It looks like increasing the handset volume resolved the problem.

No further action is needed.

Since increasing the handset volume did not resolve the problem, please continue submitting this form so our support team can review the issue.

Your handset, handset cord, or desk phone may need additional troubleshooting or replacement.

Please test the handset cord.

While on a call, gently wiggle the handset cord near both ends.

If the audio cuts in and out, becomes distorted, or crackles while moving the cord, the handset cord may be defective.

If available, replace the handset cord with a known working handset cord and test the call again.

If the problem continues, continue to the next step.

If replacing the handset cord did not resolve the problem:

If available, replace the handset with a known working handset and test the call again.

If the problem continues after replacing both the handset cord and the handset, continue to the next step.

Thank you.

Based on the troubleshooting completed, the handset, handset cord, or desk phone may need to be replaced.

Please continue submitting this form so our support team can review the information and arrange the appropriate replacement if necessary.

Reconnect your wireless headset.

Turn your wireless headset off, wait 10 seconds, then turn it back on.

If your headset uses a charging base, make sure it is seated properly in the base and that the base has power.

After the headset reconnects, place a test call to see if the problem has been resolved.

Thank you.

If restarting the wireless headset did not resolve the problem, please continue submitting this form so our support team can review the issue.

We will verify the headset connection and determine whether additional troubleshooting or replacement is needed.

Great!

It looks like restarting your wireless headset resolved the problem.

No further action is needed.

Wired headset issues can vary depending on the headset model and how it is connected to your desk phone.

Please continue submitting this form so our support team can review your issue and assist you with troubleshooting.

Forgot your voicemail password?

We can reset your voicemail password for you.

For security purposes, the temporary password will only be sent to the email address currently associated with this voicemail box.

If you no longer have access to that email address, please note that in the additional comments at the end of this form.

Please continue submitting this form so our support team can process your password reset.

Your voicemail mailbox has been locked due to too many unsuccessful login attempts.

We can unlock your voicemail mailbox.

Unlocking your voicemail does not change your existing password. Once it has been unlocked, you can continue using your current voicemail password.

Please continue submitting this form so our support team can unlock your voicemail mailbox.

It appears that your Voicemail button may not be programmed correctly.

Please continue submitting this form so our support team can review your phone configuration and correct the button programming if necessary.

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It appears that a voicemail mailbox may not be assigned to your extension, or there may be a configuration issue.

Please continue submitting this form so our support team can verify your voicemail mailbox configuration and restore access if necessary.

Your voicemail mailbox has reached its storage limit.

Please delete any unwanted voicemail messages and then try accessing your voicemail again.

If your voicemail mailbox is still reported as full after deleting messages, please continue submitting this form so our support team can review your voicemail mailbox.

Great!

It looks like deleting your voicemail messages resolved the problem.

No further action is needed.

Your voicemail mailbox is still reporting that it is full.

Please continue submitting this form so our support team can review your voicemail mailbox and determine why it is still reporting as full after messages have been deleted.

The Group Voicemail key may not be programmed correctly.

In most cases, the Group Voicemail key is programmed to automatically enter the information needed to access the group voicemail.

Please continue submitting this form so our support team can review the key programming and correct it if necessary.

The group voicemail mailbox is locked.

Group voicemail access is normally programmed into the Group Voicemail key so the password is entered automatically.

Please continue submitting this form so our support team can:

• Unlock the group voicemail mailbox.
• Review the Group Voicemail key programming on the extensions that have access to this mailbox.
• Correct any key that is using an incorrect password.

The Group Voicemail button may not be programmed correctly.

Please continue submitting this form so our support team can review the button programming, verify the correct destination and access information, and make any necessary corrections.

It appears that the group voicemail mailbox may not exist or may no longer be assigned correctly.

Please continue submitting this form so our support team can verify the group voicemail mailbox configuration and restore access if necessary.

Your group voicemail mailbox has reached its storage limit.

Please delete any unwanted messages from the group voicemail mailbox, then try accessing it again.

If the mailbox is still reported as full after deleting messages, continue to the next step.

Great!

It looks like deleting the unwanted group voicemail messages resolved the problem.

No further action is needed.

The group voicemail mailbox is still reporting that it is full.

Please continue submitting this form so our support team can review the group voicemail mailbox and determine why it is still reporting as full after messages have been deleted.

Please continue submitting this form so our support team can verify:

• The Group Voicemail button programming.
• The group voicemail indicator configuration.
• The group membership and notification settings.

If necessary, we will make any corrections to restore the Group Voicemail button indicator.

Please continue submitting this form so our support team can review your voicemail greeting, verify the greeting assigned to your voicemail box, and correct any issues that are found.

You can update your personal voicemail greeting directly from your desk phone.

1. Press the Voicemail button.
2. Log in to your voicemail.
3. Press 0 (zero) for Advanced Options.
4. Select the option to record your Unavailable Message.
5. Follow the prompts to record and save your new voicemail greeting.

If you are unable to update your greeting or need additional assistance, please continue submitting this form so our support team can help.

It appears that voicemail messages are not being received by your voicemail box.

Because the voicemail is not reaching the mailbox, this is not a Voicemail to Email issue.

Please continue submitting this form so our support team can review your voicemail box configuration and restore voicemail delivery.

Please check your Spam or Junk Email folder for the voicemail email.

If you find the voicemail email there, mark it as Not Spam or Not Junk so future voicemail emails are more likely to be delivered to your Inbox.

After checking, continue to the next step.

Great!

The voicemail email was delivered to your Spam or Junk Email folder.

Please mark the message as Not Spam or Not Junk so future voicemail emails are more likely to be delivered to your Inbox.

No further action is needed.

The voicemail emails are not being delivered to your Inbox, Spam, or Junk Email folder.

Please continue submitting this form so our support team can verify the email address configured for your voicemail box and review the Voicemail to Email settings.

Some voicemail emails are being delivered, but others are missing.

Please continue submitting this form so our support team can review the voicemail delivery logs and determine why some voicemail emails are not being delivered.

The voicemail email is being delivered, but the voicemail recording is missing.

Please continue submitting this form so our support team can review the Voicemail to Email configuration and determine why the voicemail recording is not being included with the email.

Thank you for providing the details.

Please continue submitting this form so our support team can review the Auto Attendant programming, verify the destination assigned to the selected menu option, and make any necessary corrections

Thank you for providing the details.

Please continue submitting this form so our support team can review the Auto Attendant programming, verify the configuration of the selected menu option, and make any necessary corrections.

Thank you for providing the details.

Please continue submitting this form so our support team can review the Auto Attendant routing and schedule configuration and make any necessary corrections.

Thank you for providing the details.

Please continue submitting this form so our support team can review the Auto Attendant programming, call routing, and destination configuration to determine why calls are disconnecting and make any necessary corrections.

Thank you.

Please continue submitting this form so our support team can locate the recording you created, assign it to the selected Auto Attendant, and verify that it is playing correctly.

Recommended audio formats: WAV (preferred) or MP3.

If you have multiple greetings (for example, Day, Night, and Holiday greetings), please upload all applicable recordings before submitting this form.

Our support team will review your recording(s), assign them to the selected Auto Attendant, and verify they are playing correctly

The AI Greeting Generator is only available to phone system Administrators with access to the online phone system portal.

If you do not have Administrator access, please continue submitting this form. Our support team will contact you to discuss your greeting options or assist your organization's phone system Administrator.

Please log in to your online phone system portal.

In the menu on the left, look for System.

Click System, then look for Sound Files.

Open Sound Files. On the top row of the page, look for the Generate Sound File option.

The Generate Sound File option is used to access the AI Greeting Generator.

Content

It appears your account does not currently have access to the AI Greeting Generator.

Please continue submitting this form so our support team can review your account permissions and enable access if appropriate. Once access has been granted, we will notify you so you can generate your new Auto Attendant greeting.

Create an AI Auto Attendant Greeting

1. Log in to your online phone system portal using your Administrator credentials.

2. While on the Home tab, click System on the left side of the screen. (Your menu options may differ from the example shown.) (Picture 1)

3. Click Sound Files. (Picture 2)
   
   

4. On the top toolbar, click Generate Sound File. (Picture 3)
   
   

5. The Generate Sound File window will open.

Configure the following options:

• Model: gpt-4o-mini-tts

• Voice: Select the voice you prefer.

  • Popular male voice: Onyx

  • Popular female voice: Echo

• Use For: IVR Greeting

• Name: Enter a descriptive name for your greeting.

• Text: Type the greeting exactly as you would like it to be spoken. Be sure to use proper grammar, punctuation, and spelling.

6. Click Generate.

7. Wait for the greeting to be generated, then click Listen to preview it.

8. If you would like to make changes, update the text and click Generate again until you are satisfied with the greeting.

9. When you are happy with the greeting, click Save. (Picture 4)
   
   

10. On the left side of the screen, click IVR, then select IVR again. (Picture 5)
    
    

11. Select the IVR that should use the new greeting. (Picture 6)
    
    

12. In the Greeting drop-down list, select the greeting you just created, then click Save at the bottom of the page. (Picture 7)
    
    

13. Call your Auto Attendant and verify that the new greeting is playing correctly.

You were unable to complete the AI Greeting Generator process.

Please continue submitting this form so our support team can assist you with generating and assigning your new Auto Attendant greeting.

Great!

Your new AI greeting has been created and assigned successfully.

Please call your Auto Attendant one more time to confirm the greeting is playing correctly.

No further action is needed.

To record your new Auto Attendant greeting from your phone:

1. From your phone, dial *301.
2. Record your new greeting.
3. Listen carefully to the prompts after you finish recording.
4. Do not simply hang up. You must follow the prompts and save your recording, or it will not be available for use.

After you have successfully saved your greeting, return to this form and continue to the next step.

Thank you.

Please continue submitting this form so our support team can locate the recording you created, assign it to the selected Auto Attendant, and verify that it is playing correctly.

Please verify that the AudioCodes device connected to your fax service has power.

The AudioCodes device is usually located behind the fax machine, but it may also be located in your IT or phone equipment room.

It is a small blue and black AudioCodes device, similar to the one shown below.

Thank you.

Since the AudioCodes device has power and the Status light is solid green, please continue submitting this form so our support team can review the fax service and determine why the fax machine is not working correctly.

Please restart the AudioCodes device.

Unplug the power from the AudioCodes device for 30 seconds, then plug it back in.

Wait at least 5 minutes for the device to fully restart.

After 5 minutes, check the Status light again.

If the Status light is still not solid green, continue to the next step.

Great!

The AudioCodes device is now operational.

Please test your fax again.

If your fax is still not working correctly, continue submitting this form so our support team can investigate the fax service.

The AudioCodes device is still not operating correctly.

Please continue submitting this form so our support team can troubleshoot the AudioCodes device and restore your fax service.

Please continue submitting this form so our support team can review your Virtual Fax service and determine why it is not working correctly.

Thank you for providing the information.

Please continue submitting this form. Our support team will review the details and any files you attached to diagnose the issue and contact you if additional information is needed.

Thank you for providing the details.

Please continue submitting this form so our support team can review the Holiday greeting configuration, verify the correct greeting is assigned, and make any necessary corrections.

Thank you for providing the information.

Please continue submitting this form so our support team can review the Holiday greeting assigned to the selected Auto Attendant, verify the Holiday Schedule configuration, and make any necessary corrections.

Thank you.

Please continue submitting this form so our support team can update the user's name throughout the phone system.

If your Auto Attendant greeting or menu prompt also says the user's old name, please submit a separate Request a Change for the Auto Attendant greeting.

Thank you.

Please continue submitting this form so our support team can update the user's email address within the phone system.

Thank you.

Please continue submitting this form so our support team can review and complete the requested user information changes.

There are three ways to change an Auto Attendant greeting.

Please choose how you would like to provide the new greeting.

Thank you.

Please continue submitting this form so our support team can locate the recording you created, assign it to the selected Auto Attendant, and verify that it is playing correctly.

Recommended audio formats: WAV (preferred) or MP3.

If you have multiple greetings (for example, Day, Night, and Holiday greetings), please upload all applicable recordings before submitting this form.

Our support team will review your recording(s), assign them to the selected Auto Attendant, and verify they are playing correctly.

Please log in to your online phone system portal.

In the menu on the left, look for System.

Click System, then look for Sound Files.

Open Sound Files. On the top row of the page, look for the Generate Sound File option.

If you are unable to locate the "Generate Sound File" option, select "No" below and our support team will enable access for your account if appropriate.

It appears your account does not currently have access to the AI Greeting Generator.

Please continue submitting this form so our support team can review your account permissions and enable access if appropriate. Once access has been granted, we will notify you so you can generate your new Auto Attendant greeting.

Use the exact instructions you created before, including the screenshots in the same locations:

1. Log in to your online phone system portal using your Administrator credentials.

2. Click System. (Picture 1)
   
   

3. Click Sound Files. (Picture 2)
   
   

4. Click Generate Sound File. (Picture 3)
   
   

5. Configure:

   • Model: gpt-4o-mini-tts

   • Voice: Onyx, Echo, or your preferred voice.

   • Use For: IVR Greeting

   • Name: Enter a descriptive name.

   • Text: Enter the greeting.

6. Click Generate.

7. Click Listen.

8. Make any necessary changes and generate again if needed.

9. Click Save. (Picture 4)
   
   

10. Click IVR, then IVR again. (Picture 5)
    
    

11. Select the Auto Attendant you want to update. (Picture 6)
    
    

12. Select the new greeting from the Greeting drop-down and click Save. (Picture 7)
    
    

13. Call the Auto Attendant and verify the new greeting is playing correctly.

You were unable to complete the AI Greeting Generator process.

Please continue submitting this form so our support team can assist you with generating and assigning your new Auto Attendant greeting.

Great!

Your new AI greeting has been created and assigned successfully.

Please call your Auto Attendant one more time to confirm the greeting is playing correctly.

No further action is needed.

To record your new Auto Attendant greeting from your phone:

1. From your phone, dial *301.

2. Record your new greeting.

3. Listen carefully to the prompts after you finish recording.

4. Do not simply hang up. You must follow the prompts and save your recording, or it will not be available for use.

After you have successfully saved your greeting, return to this form and continue to the next step.

Thank you.

Please continue submitting this form so our support team can locate the recording you created, assign it to the selected Auto Attendant, and verify that it is playing correctly.

Please continue submitting this form so our support team can update the selected menu option to the new destination you requested.

Thank you.

Please continue submitting this form so our support team can add the new menu option to the selected Auto Attendant.

Thank you.

Please continue submitting this form so our support team can update the Business Hours routing for the selected Auto Attendant.