FAQ-Residential

Common Tasks

Time Frames – Residential

Using time frames, you can tell the system about the times when you want to receive calls, or handle calls differently.

An example Time Frame might include the following rules:

  • Schedule – Monday through Friday, 8am to 7pm.
  • Actions – Ring the home phone and cell phone(s)

To include multiple schedules, simply create multiple Time Frames.  You could have a Time Frame for Monday-Friday, another Time Frame for Saturday-Sunday, and yet another Time Frame for when you are out of town on vacation.

Accessing the Time Frames Page

From the web portal:

  • Log in at https://portal.myvoip.me
  • Click the Time Frames button in the menu bar:

  • You will see a menu similar to the following:

To create a new Time Frame, click the Add Time Frame button.

  • Give the Time Frame a name (ie Weekdays, or Fourth of July)
  • Select an option for when the Time Frame should apply
    • Always = time frame applies to all hours of every day (24/7/365).
    • Days of the week and times = commonly used to define daily hours such as Monday-Friday 9am – 5pm. Each day has its own check box. Check the days to which the time frame will be applied, and then use slide bars to define the time ranges for each checked day.When you check a check box, a blue control bar covers the times 9AM to 5PM for that day. Drag this control to change the time according to your requirements. If you need to add more ranges for a day, click the following icon to the right of the time range:
    • Specific dates or range = commonly used to define holidays or other occasions when a range of days would be selected(ie out of town for a week).  Use pop-up calendars to select the To and From dates when the time range will apply. 

 

 

 

Now that you have created a Time Frame, you must apply it to an Answering Rule.  Click here to go to the Answering Rules section.

Common Star Codes

*72 – Enable Call Forwarding

  • Note: If you have previously configured a destination number for forwarding, then *72 will automatically use that number.  To change the destination number, add the full 10-digit number to end of the *72.  For example, to forward all calls to 8015551212, you would dial *728015551212.

*73 – Disable Call Forwarding

*69 – Call back the last number that called you

*78 – Activate Do Not Disturb.  Sends all calls directly to voicemail.

*79 – Disable Do Not Disturb

Configuring Voicemail

After selecting a user, click the Voicemail tab.  A page similar to the following appears:

  • Enable – Enable (check) or disable (uncheck) voicemail.
  • Options – This setting affects audio voicemail (calling into voicemail), but does not affect the web portal voice messages. Check the appropriate inbox options. Choices are:
    1. Sort Voicemail inbox by latest first = plays newest messages first.
    2. Announce voicemail received time = plays the timestamp of the message.
    3. Announce incoming call ID = plays the caller ID number if available.
  • Operator Forward – This setting determines where a call is sent if the caller presses 0 while the voicemail greeting is being played. When using this feature, tell callers near the beginning of your recorded voicemail greeting that they can press 0 to redirect their call.
  • Number of Messages – Read-only field that shows the current count of messages. Click the Clear messages link to delete messages, but leave greetings in place.
  • Limit – Read-only field that shows user’s storage limit.
  • Used – Read-only field that shows user’s used storage. Click the Clear data link to delete all messages, greetings, and the name recording.
  • Voicemail Greeting
    1. To select an active voicemail greeting, click a greeting from the drop-down list.
    2. To play the selected greeting, click the  icon.
    3. To download the selected greeting, click the  icon.
    4. To upload or record a greeting, click the  icon to display the Manage Greetings pop-up window. Greetings must be in MP3 or WAV format.To upload a greeting:
      1. Next to New Greeting, click Upload.
      2. Use the Browse button to select the file.
      3. In the Greeting Name field, enter a name for the greeting.
      4. Click Save and Done.

      To record a greeting:

      1. Next to New Greeting, click Record.
      2. In the Call me field, enter number to call (either an extension or a telephone number such as your cell phone).
      3. In the Greeting Name field, enter a name for the greeting.
      4. Click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording.

      Click Done. (Or click Add Greeting to add another greeting.)

  • Recorded Name – If your company has a dial-by-name directory, you must record your name to appear in the directory. Click the   icon to listen to your current name recording on your computer or click the  icon to upload or record a new greeting.
  • Email Notification – Adjust your voicemail to email settings. Choices are:
    1. None = no emails when voicemail is left.
    2. Send w/ Hyperlink = system sends an email to this user with a link to the voicemail.
    3. Send w/ Brief Hyperlink = system sends an email to this user in plaintext with a link to the voicemail.
    4. Send w/ Attachment (storage option) = system sends an email to this user with the audio file of the message attached. The storage option lets this user leave messages in his inbox as new, move to saved, or move to trash.
  • Options – Check the appropriate unified messaging options. Choices are:
    1. Send email when inbox is full = system sends an email if this user’s voice mail inbox runs out of space.
    2. Send email after missed call = system sends an email if this user missed a call.
  • Click “Save” when you are finished.

Answering Rules

Answering rules define how incoming calls are handled

  • Log in to the web portal at https://portal.myvoip.me
  • Click the Answering Rules button in the menu bar:
    • Use the Ring for drop-down list to select the maximum number of seconds that incoming calls ring for this user before the system routes the call to the user’s voicemail or the Forward if Unanswered option, if configured.
  • Click the edit icon on the far right of the desired Answering Rule (In most cases, this will be labeled “Default”).

  • A window will open to configure the Anwering Rule:

Time Frame

  • Select a time frame to which this answering rule will be applied (The Default time frame applies 24×7.  To create a custom Time Frame, see the article for Time Frames.)

Do Not Disturb

  • If checked, the system sends all calls directly to voicemail (if available), without ringing the phone.

Call Screening

  • If checked, the system prompts callers to say their name, and then lets you screen the call before accepting it.

Call Forwarding

Some settings might not appear, depending on the features associated with your account.

  • Always – immediately forward calls to the number specified in the text field.
  • On Active –  Forward the call if the line is in use, bypassing Call Waiting.
  • When Busy – Forward the call if the line is in use, and Call Waiting is not available.
  • When Unanswered – Forward calls to the number specified in the text field if the call is not answered after the specified ring timeout.
  • When Offline – Automatically forward calls to the number specified in the text field if your phone has lost communication (for example, during a power outage).

Simultaneous Ring

Allows multiple phones to ring at the same time. Check boxes allow you to include the user’s extension, ring all user phones at the same time, and use answer confirmation for offnet numbers.

  • Include user’s extension – Whether or not to include your main extension in the ring group
  • Ring all user’s phones – Ring all devices that are registered to this user (ie handsets, soft-phones, mobile app)
  • Answer confirmation for offnet numbers – This is useful for when you include a cell phone in the ring group.  If you answer the call from your cell, the system will first ask you if you want to take the call.  This is also useful for preventing your cell phone’s voicemail from answering the call.  Without this option enabled, your cell phone’s voicemail may answer the call, rather than the VoIP system’s voicemail.

Changing the Active Answering Rule

You can define multiple answering rules, but only one rule can be active at a time. The active rule is the first rule with a matching time frame. Best practices dictate that you order answering rules according to how specific they are, with the most specific time frames (for example, Holidays) at the top.

Assume today is Monday, July 4th. In this example, the Holidays and Open time frames could match the time and date conditions for July 4th. If Holidays is the first rule, however, it becomes the active rule. But if Open is the first rule, Open becomes the active rule.

To specify a rule other than the top one as the active rule:

  1. In the Answering Rules tab, find the rule you want to designate as the active rule.
  2. On the left side of the Answering Rules tab, hover the mouse over the up/down arrows for that rule (the pointer changes to a 4-headed arrow). 
  3. Hold down your mouse button, drag the rule to the top row, and then release the mouse button. A message tells you that the answering rules have been reprioritized and prompts you to click Save.   
  4. Click Save. The Active designation appears next to the topmost time frame.

Managing Greetings

There are two ways to manage greetings.  From your phone, dial 9999#.  Then follow the prompts to manage your greetings.  For a complete guide on using your phone to access the menu, click here.

From the web portal:

  • Log in at https://portal.myvoip.me
  • Click the Messages button in the menu bar:

  • Click the Settings tab beneath the Message bar:

  • To manage your greeting, click on “Voicemail Greeting” in the Greetings section
    • The easiest way to configure your greeting is via the Record option.  When you select the Record option, you can enter a number where the system will call you.  After clicking the Call button, the system will call the number you entered and will walk you through recording a greeting.  This number can be your VoIP phone or any other number (ie cell phone).  If you have multiple greetings recorded, you can select the active greeting on this page.