FAQs: General
| Are there any rules to setting my Username and Password? |
|
| My cell phone keeps going to voicemail before my call forwards. How can I make the two work together? |
| You have the option of choosing a varying degree of seconds using the Forward Call feature to your cell phone. Because each cell phone is different, we recommend testing your settings to ensure that it works properly. We have found that the longer the ring time, the better this function works. |
| Do I “own” my own number? Can I keep my toll-free number if I choose to cancel? |
| If you decide to transfer the number away from Phone.com, you will need to begin the LNP (local number portability) process with the company you are transferring to. |
| I have just signed up. Where should I go first? |
| It is recommended that you begin by first configuring your system settings. The System Settings include the basic requirements of your phone system, including time zone, extension numbering, system voice and hold music. To begin, select on the Settings option on the navigation bar in your account. For more detailed information, see the Quick Start Guide from within your account. |
| Where can I select the hold music for my system? |
| Select hold music from the Settings page. A drop-down menu can be found on the bottom center of the page. Select on the Samples link to preview. We offer a variety of music styles for your system’s default hold music. |
| Do you offer a user guide to help me set up my new Virtual Office system? |
| Yes, we do offer a user guide for you to reference when setting up your new Phone.com™ Virtual Office system. You can find the link to the user guide available on the Account Administration page of your account. To view our helpful user guides, please click here. |
| What is the function of “nicknames” for my number, extensions, schedules, etc.? Do these appear anywhere else but in my account? |
| Nicknames are kept internally to help identify your number, extension, schedule, etc. when configuring your settings. They are only displayed in your account. |
| How do I edit the user information for each extension to have it be included in the Dial by Name Directory? |
| Edit the user information by selecting the Extensions option from the navigation bar. Select the pencil and paper Settings icon located to the right of the extension you wish to work with to proceed. Select the Settings tab then choose the option for General from the left column. The name entered in the user information field will be used if the extension is included in the Dial by Name Directory. The time zone setting allows you to select the appropriate time zone for the user at that extension. The option to include the extension in the Dial by Name Directory will be available by selecting yes from the Include in Company Directory drop down menu. |
| Is it required to have all extensions listed in the Dial by Name Directory? |
| No, it is not required to have all extensions listed in the Dial by Name Directory. You can select to have the specific extension listed by selecting the Extensions option from the navigation bar. Select the pencil and paper Settings icon located to the right of the extension. The option to Include in Company Directory can be found on the bottom right. |
| What type of file format a fax be in when emailed to me? |
| Faxes can be downloaded in the PDF format. For more information on faxes, please view our Faxes FAQ. |
| How do I receive faxes to an extension in my Virtual Office? |
| To receive faxes to an extension in your Phone.com™ Virtual Office, first assign a phone number to receive faxes using the Number Action. Your main business line cannot double as a fax line; a separate number will need to be purchased if you want to have a main business line plus a line for receiving faxes. For more information on faxes, please view our Faxes FAQ.
|
| What is the Number Action? |
| The Number Action gives your Phone.com™ Virtual Office advanced scheduling options for numbers, extensions and menus. Use the Number Action to route incoming calls to a single destination or different destinations based on the day and time the call is received. For example, a call received between 8am and 5pm would be sent to your cell phone, but a call received after 5pm and before 8am will be sent to a voicemail box. Using pre-built schedules, the Number Action makes advanced call routing easy. Number actions are the same as Call Handling Rules. |
| How do I add or modify my Number Action options? |
| To access the Number Action options, select Numbers from the navigation bar. Select the Edit button to proceed. |
| In the Number Action, what is the difference between All Calls and Calls During Schedule? |
| All Calls will route all incoming calls to the destination (s) of your choice. Calls made during your schedule will route calls within that time period to the destination(s) you specify. or more information on Schedules, please visit our Schedules FAQ’s. |
| What does the Caller ID to show option do in the Number Action? |
| Caller ID to show gives the option of how the call will appear in the receiving device. Caller’s ID displays the Callers ID on the receiving device. The Called Number displays your Virtual Office phone number that the caller dialed. |
| What does the Forward Call option allow me to do? |
| Forward Call allows incoming calls to forward to different phone numbers, such as a cell phone or work phone. |
| Does Phone.com offer an Address Book to store contacts? |
| Within each Phone.com™ Virtual Office Extension, an Address Book to store contact information is provided. Your Phone.com™ Virtual Office Address Book allows storage of all your contacts in one organized location. When your contacts are kept on file, you can assign rules to specific callers and route them to personalized menus, queues, voicemail, extensions, and much more. Advanced options with your Address Book allow you to organize your contacts into various groups (Family, Clients, Soccer Team, etc.) as well as adding various numbers for each extension, such as their home, work, cell, fax and pager numbers.You can also call your contacts directly from your Phone.com™ Virtual Office Address Book by clicking the “Call” button next to the person you wish to speak with, and a window will display that allows you to enter your physical telephone number to dial out through your Virtual Office number. |
| Can I ring calls in a different order rather than using the Ring All feature? |
| Yes, however this would require you to set up multiple rules using a pre-built schedule. You have the option of moving the sequence of the rules up or down at anytime, therefore changing the order of how calls will be answered. For more information on Schedules, please visit our Schedules FAQ’s. |
| Do I have the option of simply forwarding callers straight to voicemail? |
| Yes, this option is available for you when you select the Leave Voicemail option from the Number Action in the specific extension you wish to use. Make sure that Voicemail is enabled for that extension. |
| Can I forward faxes to a specific number? |
| The Receive Fax option allows the phone number to be a dedicated fax line. After selecting this option from your Number Action, select the mailbox you would like the faxes to be delivered to. |
| What is the Dial by Name Directory option? |
| Callers who are routed to the Dial by Name Directory can enter the first letters of a last name to be routed to that person’s extension. Including extensions in the Dial by Name Directory is optional and must be done when editing your extensions. By default, all extensions are included in the Dial by Name Directory . |
| I want one of my menu options to forward to a recording. Do I have the option to set this up? |
| Incoming calls can be routed to an audio recording that you have created and uploaded into your Virtual Office account. Callers will hear the audio message through their phone. Choose the option to Play Recording from the Number Action. |
| What does the Disconnect option do? |
| This option will disconnect, or hang up on the caller with no message or options. |
| Are there any extra or hidden fees with my Phone.com service package? |
| Phone.com™ Virtual Office , including monthly and usage fees, is subject to taxes and recovery fees, including the Federal Universal Services Fund (FUSF) and a regulatory recovery fee. See the Customer Terms of Service for more information.To view a sample bill, click here. |
| Does Phone.com offer a 30 day money back guarantee? |
| The first 30 days are free on Phone.com™ Virtual Office services, therefore if you decide to cancel during this time, no service fees to Phone.com will be paid. |
| When multiple callers dial my Virtual Office number, they hear a busy signal. What is going on? |
| For any call completion issue (busy, ringing, fast busy) in which the call is not answered as expected, please contact our customer support. We will need the exact date & time, originating number (caller ID) and destination number (Phone.com™ Virtual Office number) as well as the expected behavior. |
| How long does it take to receive my Virtual Office equipment? |
| There is no Phone.com™ Virtual Office equipment–just log onto your computer and begin configuration of extensions, menus, schedules, etc. |
| My computer is not allowing me to edit my extension information. What is wrong? |
| In order to edit your extensions, menus, queues, etc. you will need to make sure that you currently do not have a Pop-Up Blocker on your Internet browser. The setting options will appear as a pop-up window to allow you to make the changes. You may need to adjust your browser settings to allow pop-ups from Phone.com™ Virtual Office . |
| If I use a quarter of a minute, does Phone.com charge for the whole minute? |
| Yes, to keep billing less confusing, we charge per minute. For more billing information, please visit the Billing section of our FAQ’s. |
| In the Click-to-Call box it is asking me where to “make this call from”? What number do I enter in the box? |
| Because we will be calling you, please enter your actual telephone number that you typically make calls from or whichever phone you are near at the time. Some options include:
|
| What happens after I enter my number in the Click-to-Call box? |
| After you enter your number in the Click-to-Call window, the physical telephone connected with that number will ring. Answer as you normally would then wait to be connected to the party you are trying to reach. |
| What is the purpose of using Click-to-Call? |
| Using Click-to-Call saves you time by dialing the number for you. It is easy to use and can be accessed 24/7 from within your Phone.com™ Virtual Office control panel. |
| Is Click-to-Call the same as making a call from my Virtual Office number? |
| Yes, using the Click-to-Call feature is the same as making a call from your Phone.com™ Virtual Office number; however, you do not need to do any dialing using this feature. Minutes will be deducted the same way as if you were making a call directly from your Phone.com™ Virtual Office number. |
| Will minutes be deducted from my Virtual Office plan when using the Click-to-Call feature? |
| Minutes will be deducted from your plan when using the Click-to-Call feature. You can see the amount of minutes used from the System Settings section of the control panel. |
| Can I make Outbound Calls using my Virtual Office number? |
| Yes, you can make Outbound Calls using your Phone.com™ Virtual Office number. Simply dial your number and press the star (*) key then enter your extension number and password. Detailed instructions can also be found within your Phone.com™ Virtual Office User Guide. |
| Can individual extensions login separately without going through my main control panel? |
| Yes, individual extensions can login to access their voicemail, modify the Call Handling Rules for their extension, modify voicemail settings and change their timezone. From the Login page, select the option for Extension. |
| Can Phone.com Virtual Office numbers accept Collect Calls? |
| The type of numbers Phone.com™ Virtual Office supplies do not accept Collect Calls. |
| Does Phone.com offer Caller ID Routing? |
| Yes, Phone.com™ Virtual Office does offer Caller ID Routing. With Caller ID Routing, you have the option to route incoming calls received from a contact stored in your Phone.com Address Book to a specific destination such as your cell phone, a custom recording, a menu, or anything else you prefer! Route individual contacts or whole groups. |
| What is a Click to Call Button? |
| The Click to Call Button allows visitors to your website, blog, auction or any online document to place a call directly to you without having to dial your number. To view more on using the Click to Call Button, please visit our Click to Call Button features section. |
| My Virtual Office is not working. What do I do now? |
| First, check to make sure you have routed your Phone.com™ Virtual Office number properly. Within the Numbers section of your account, select the Edit button to set the Call Handling Rule for your number. This way, when a call comes in, it has instructions to be routed to a specific destination. Also, it is recommended to read through our fantastic User Guides located here. |
| When making an outgoing call from my extension, what will be displayed as the Caller ID on the other phone? Can I display my company name? |
| When you make an outgoing call through your Phone.com™ Virtual Office number, the extension name that you have entered will be displayed on the other phone if they have Caller ID (text) enabled. Typically this is not available on cell phones and home phone services will charge an additional fee. You will need to check with your service provider for more information on if this option is available. |
