FAQs: General
I accidentally confirmed the wrong shipping address for my phone but the package is already in transit. Can this be rerouted?
In most cases, we can reroute your package. Please note that there is a one time $11 fee to reroute packages. Please contact our customer support as soon as possible and make sure to provide us with the new address (including suites, etc.) and person's name to put to the attention of, along with a contact phone number for this location.
What are the settings for my softphone?
Your softphone settings can be located within your Phone.com account on the "Extension Settings" page. Select "Extensions" from within your account then the "Settings" icon to the right of the softphone extension. On the top right side of the page, click the "View Server Details" link to display your settings.
How do I add names to a directory to set up the Dial by Name Directory?
The Dial by Name Directory will take the names from the "Name" field within the Extension Settings. You have the option to filter by First or Last name from within your Account Settings.
Where do the archive "old" messages go?
When messages are marked as "old", they will stay within the Inbox they were originally delivered to.
Will VoIP work with my ADT Security System?
When moving to VoIP with a security system, you will be required to add the radio link to the alarm system. Please contact your security system provider for more information.
I do not have broadband or high speed internet. We have dial-up. What are our options?
Phone.com VoIP service runs over high speed internet, therefore use of an ATA or IP Phone will not be available. However, if you have a cell phone or landline service, you can still use Phone.com to forward calls to these locations!
What type of plug is on my Phone.com Analog Telephone Adapter? It does not seem to fit into a regular plug.
When you first receive your ATA, the power adapter will be in two pieces. Slide the smaller piece into the grooves of the "brick." The small piece should click into place, and the power adapter is now ready to use.
When forwarding a call, can voicemail be left on my cell phone rather than the Phone.com Voicemail?
Yes, this option is available. When configuring your Call Handling Rules, do not select a rule to "Leave Voicemail" at an extension. Please note that the Ring Time when forwarding to your cell phone may need to be adjusted to a lower amount of seconds to allow for the voicemail to be placed on your cell phone.
How do I screen incoming calls?
Call screening can be applied when using Call Forwarding to an extension or outside number. Call Screening is enabled when selecting the "ADV" option from the Call Handling Rules "Call Forwarding" option. The ADV icon can be found directly outside the phone number field on this section. When answering a call with Call Screening enabled, you will hear the operator specify the Caller ID of the incoming call and the number the party dialed. The option to take the call can be completed by dialing "1". The option to reject the call can be completed by dialing "2".
How do I turn off the voicemail message beep?
The option to remove the voicemail message beep is not an option at this time. You do have the option to remove the operator message prior to the beep, stating "Please leave your message after the tone. When finished, hang up or press the pound key."
How long are call logs stored?
Call logs are stored for the entirety of your active services with Phone.com.
How do I forward SMS messages from my Phone.com number to my cell phone?
To begin, visit the Numbers section of your account and select the "Edit" button. Select the desired extension to receive the SMS messages. Next, edit the Extension Notification Settings to forward the SMS messages to your cell phone number.
Do you provide a software IP phone that I can run on a laptop?
Phone.com does offer our Communicator softphone. More information about Communicator can be found here.
Can I set the caller ID that shows when I call someone to be my business name and phone number?
Yes, you can, with your local numbers. When you place calls from this number to regular landline telephone subscribers, you can choose the name that will display on the receiving party's phone, if they have the appropriate equipment and subscribe to a Caller ID service. We publish this information to the National Caller ID Name database once every 24 hours, but it may take up to 30 days for the changes you make to propagate through the various systems and databases that control the Public Switched Telephone Network (PSTN). Please note: Caller ID Name must consist of letters, numbers, space, and comma, with a maximum of 15 characters in length. This is a limitation of the legacy Caller ID Name technology. Caution! It is unlawful to submit false, unauthorized, or misleading Caller ID information.
Can I change my phone number?
Yes, you can change your phone number by deleting then adding a new number from within the "Numbers" section of your account.
What is the format to import contacts into the Phone.com Extension address book?
Import your contacts from Outlook, Outlook Express, or a CSV file.
Can I have multiple virtual numbers being sent to my main extension?
Yes, you can forward multiple Virtual Numbers to your main extension. This will not cause a conflict in the settings in any way.
Can I set up a home business phone number only through you without changing my existing phone service?
Yes! Phone.com allows you to select a local, toll free or International number and forward to your existing phone service. For more information, check out our Pricing and Plans page.
How do I dial an international call?
To begin, enter 011 then the country code and number.
Is there a way to announce the call coming in before picking up?
Yes, you can "tag" your incoming calls with a specific label using "Voice Tag" available in the Call Handling Rules when "Call Forwarding" has been selected. Enter a word into the Voice Tag field that you would like to hear when answering the phone to help you identify your caller. Examples could be simply "Sales" or "Support Line".
Can I put my phone.com service on hold?
We can place your service on hold, but please be advised you are still responsible for service charges on the account.
How can I get more than my last three months payment history?
Within the billing section, click the "Show All" link to display all of your billing history.
What if I forget my voicemail password?
You will need to login to your Phone.com extension to view your voicemail password.
My business name has changed & I want to keep the same service but change the name on the account and the name that shows up on caller ID for outbound calls. Can I do this?
Yes, you do have the option to change your Outbound Caller ID for your local number. Please visit the "Numbers" section of your account then select the "Edit" button to the right of your number.
What is the Municipal Right of Way tax that has been applied to my bill?
This tax is required in Texas and Virginia (locations may vary) on local telephone services is designed to cover the cost of managing and maintaining municipal rights of way.
I am a new customer and just received my adapter yesterday. I live in a complex with free wireless internet and cable, so do not have a modem or router. Am I able to use the VoIP system without a modem or router?
The ATA must be plugged into a modem or router to be fully functional. You'll want to purchase a router to hook into your cable connection to use the device with Phone.com.
What message will blocked callers receive?
When a blocked call reaches your number, the caller will hear a busy signal.
What are the SIP settings to configure my Cisco phones with?
For specific details on the settings for your non-Phone.com IP SIP enabled phone, please contact our 24/7 Customer Support.
If I have a virtual phone number from Phone.com, will I also get a separate bill from my local phone company on the number I am forwarding my virtual number to?
Yes. If you select to forward your Phone.com Virtual Number to an outside telephone number, you will receive billing from us for the services you subscribe to as well as for the services you use with the outside phone provider.
Is my number listed in the Yellow Pages?
No, we do not provide your Phone.com number to the Yellow Pages or any other directory assistance listing.
How do I set the timezone?
The timezone can be set in the System Settings section of your online account. Or, you can select different timezones for each extension from within the Extension Settings section.
Can I keep my existing phone number?
Yes, you can transfer your existing phone number to Phone.com. This is also referred to as "porting". Please understand there may be restrictions based on contractual obligations with your current provider therefore it is always best to speak with your provider before initiating a port request to Phone.com.
How do I place a call from my cell phone using my Phone.com number?
* Called number
* Caller’s ID
* None
The option you select will be displayed on any phone that you make an outgoing call to from your Phone.com number. Once this setting has been saved, call your Phone.com number from your cell phone and access your own personal extension voicemail. As your greeting is playing, press the [ * ] key and enter your extension and password. Press 4 to place an outbound call and then enter the desired extension or telephone number. The call is connected and logged in your call logs as an outbound call.
How do I cancel my services?
Please contact our 24/7 Customer Support to cancel your services.
I have Phone.com and would like to call via WIFI from a laptop while abroad. How can I make this happen?
Phone.com Communicator is our softphone application. Simply add an extension and select the Communicator option.
Or, you will need to purchase a softphone for an additional fee of $1.95/month from your Phone.com account. For specific details on how to add, please contact our 24/7 Customer Support. We provide the Server Details in which to configure your system. Softphone software, such as XLite, can be found online and is usually free. Please understand while we can provide you with the Server Details, we can only provide limited assistance to the softphone software you have chosen to use. Incoming and outgoing calls will deduct minutes from your Phone.com account.
If I go with the 1000 minute Virtual Office plan, can one of the three included numbers be toll free, or am I required to add it separately?
Yes, one of the three lines can be a toll free number. The three allotted numbers with the Virtual Office 1000 plan can be either local, toll free or a mix of the two. The choice is yours!
How do I change the email address to which my voicemail and fax notifications are sent?
To change the email address for your voicemail and fax notifications, visit the Extensions section of your Phone.com account. Scroll down to the Notification Settings section and edit the existing email address. Please remember to save your changes!
Are there any rules to setting my Username and Password?
* Please choose a username that you can remember.
* Usernames must contain at least 3 characters but cannot exceed 66 characters.
* Your username can consist of letters, numbers, period (.), hyphen (-), and the “at sign” (@).
* Ideas for usernames: Usernames can be a single word (e.g. yourname), a single word with a numerical (e.g. yourname26), a domain name (e.g. yourdomain.com), or an email address (e.g. bob@yourdomain.com).
* Please choose a secure password containing at least 6 characters and are case sensitive.
* We recommend updating your password once per month to ensure optimum security.
* We do not recommend using the word “password” as your 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 Phone.com service?
Yes, we do offer a user guide for you to reference when setting up your new Phone.com service. 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 account?
To receive faxes to an extension in your account, 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.
1.Select the Numbers option from the navigation bar
2.Select the Settings icon to the right of the number
3.Select on the Edit button located next to the Number Action
4.Choose the option to Receive Fax from the drop down menu
5.Choose the extension to forward the faxes
6.Save your rule settings by clicking the Save Changes button
What is the Number Action?
The Number Action gives your Phone.com account 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 Phone.com 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 Extension, an Address Book to store contact information is provided. Your 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 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 Phone.com 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 Phone.com 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 plan?
Phone.com service, 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 services, therefore if you decide to cancel during this time, no service fees to Phone.com will be paid.
When multiple callers dial my Phone.com 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 number) as well as the expected behavior.
How long does it take to receive my Phone.com equipment?
There is no Phone.com 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.
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:
* Cell Phone Number
* Home Phone Number
* Work Phone Number
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 control panel.
Is Click-to-Call the same as making a call from my Phone.com number?
Yes, using the Click-to-Call feature is the same as making a call from your Phone.com 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 number.
Will minutes be deducted from my Phone.com account 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 Phone.com number?
Yes, you can make Outbound Calls using your Phone.com 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 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 numbers accept Collect Calls?
The type of numbers Phone.com supplies do not accept Collect Calls.
Does Phone.com offer Caller ID Routing?
Yes, Phone.com 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 Phone.com number is not working. What do I do now?
First, check to make sure you have routed your Phone.com 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 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.
How do I place a caller on hold?
To place a caller on hold, dial *8 on your keypad.
When I place an outbound call from my Phone.com number, will it deduct from my minutes?
Yes – when you make an outbound call using your Phone.com number it does use your plan minutes. The reason is that you are actually calling into the Phone.com network and Phone.com forwards your call to the desired destination.
However Phone.com does NOT do any double billing so a call you make to someone (although it is technically two calls connected) is billed as one call.
You can use any phone you want. When you get a Phone.com number you simply set up call rules in your control panel and you can have any of your “real” phones ring (and you can also dial out from any phone and appear as if your caller ID is your Phone.com number).
If you want you can get a phone adapter from Phone.com and that will let you plug any regular phone to it and allow you to dial out directly using your Phone.com number or have people calling you directly to that phone (plus have any other phone ring at the same time as well if you want).
How do I transfer a call?
To transfer a call, dial *2 on your keypad.
How do I port my existing phone number (What is LNP)?
Step 1
Submit a Copy of Bill (COB) from your current provider.
Step 2
We submit your COB and send to the Local Exchange Carrier (LEC) or your current provider.
Step 3
We receive a status update from the LEC either accepting or rejecting the request.
Step 4
If the request is rejected, we notify you via email. If the request is accepted, we do not notify you until the LNP completes.
Step 5
Approximately, 30 to 60 days later your number will be with Phone.com
