SIP ALG: What is it and How to disable it

Published April 27th, 2023 by Marissa Orsini

Scope: Intended Audience: All End Users This article will provide several steps for disabling SIP ALG on different firewalls. SIP ALG modifies SIP packets in unexpected ways, corrupting them and making them unreadable. This can give you unexpected behavior, such as phones not registering and incoming calls failing.   Requirements: Access to Firewall

mFax: Send a Fax From Email

Published April 25th, 2023 by Marissa Orsini

Scope One of the main features of mFax is the ability to send and receive faxes right from your email. Below you will find instructions on how to do this.     Requirements: This feature will only work from an email address associated with an active account in our system.      Addressing the Email   Using any mail client such an Outlook or Gmail, com

Yealink: Perform A Firmware Update

Published April 25th, 2023 by Marissa Orsini

Scope The following article will show you how to perform a Firmware update on a Yealink phone from the Web GUI as well as via override. The following article will show you how to perform a firmware update on Yealink phones. The following steps were tested with a Yealink T5X series phones, the Web GUI may differ for older models but the steps remain

Grandstream DP752: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to manually configure a Grandstream wireless base.    Requirements: Grandstream Wireless Base (DP752, DP750, etc.) Access to Manager Portal Access to Grandstream Device Web GUI     Obtaining SIP Credentials Log into the Manager Portal. Click on Users at the top. Find your extension number. At the far right,

Disabling SIP ALG on a Fortigate Firewall

Published April 27th, 2023 by Marissa Orsini

Scope: The following article will show you how to disable the SIP ALG setting on a Fortigate Firewall.   Requirements: CLI access to the Fortigate Firewall     Disabling SIP ALG Open the CLI interface for your Fortigate Firewall Before making any changes be sure to backup your configuration In the CLI enter the following commands  Use the following

2018-03-27 - Level 3 / Comcast Outage (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Incident Report: Event Description: Level 3 / Comcast Outage resulting in poor call quality Event Start Time: 2018-03-27 12:39:01 EST Event End Time: 2018-03-27 14:13:24 EST RFO Issue Date: 2018-03-27     Affected Services Call quality, reachability to our portals Event Summary We've become aware of an issue affecting call quality and the reachabili

Factory Reset SIP Phones

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to factory reset the following SIP phones.   Requirements: Some phones & firmware may require admin password to reset. It is recommended to ask your service provider or phone vendor to provide these password prior to resetting them.     Polycom VVX without Admin Password Reboot the phone When you see Sta

Yealink: Screen Capture and Access

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to view the screen remotely for any Yealink phone   Requirements: This requires firmware v73 or higher Original instructions can be found here     Configure Phone for Remote Access Via Web GUI (option 1) Log into web GUI of phone at https://<ipaddress> Enter your credentials. Default is admin/admin. Af

Network Configuration Best Practices

Published April 21st, 2023 by Marissa Orsini

Scope Intended Audience: All End Users In most cases, your phones should be fully functional in a plug-and-play environment. However, there are best practices when it comes to network configurations that you may want to consider. Keep in mind, that these are 100% optional.   Internet Service Providers All of your voice services will use your interne

Change Transport Type on Devices to TLS

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document provides a list of overrides that you will need to enable SIP Signalling over TLS.   Requirements Office Manager access to the Manager Portal     Overview Our core servers support TLS (Transport Layer Security) which is a form of encrypting communication for SIP Signalling between the hard phone a

Create an Emergency Endpoint

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: Client Success & Whitelabel Partners This article outlines how to create an emergency endpoint in the manager portal for Enhanced 911 & Dynamic Location Routing. This is different than an emergency address, and an e911 Endpoint has two primary uses: Provides an Endpoint ID (also known as call back number), which is t

Configure Callback for a Call Queue

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines how to enable the callback option for call queues. Callback can be used instead of the Forward if Unavailable Option and allows callers to keep their place in line while waiting for a callback.   Requirements Office Manager/Call Center Supervisor Access to Manager Portal or higher   Enable Cal

Datagate: HaloPSA Integration Prerequisites

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners Follow these steps to gather the information needed to integrate HaloPSA with Datagate     Requirements Access to HaloPSA     Locate Client ID and Secret Log in to HaloPSA Navigate to Configuration > Integrations > HaloPSA API, Choose View Integration, then New Application Name: enter a name releva

How to Use SNAPMobile Web

Published April 25th, 2023 by Marissa Orsini

Scope: This document will walk you through on how to make calls, transfer calls, conference calls, record calls, use SMS/chat, and your check voicemail in SNAPmobile Web.   Requirements: Access to manager portal supported OS'     Launching SNAPmobile Web Log into manager portal. At the top right of the page, click Apps to expand the drop-down menu.

Advanced CDR Field Descriptions

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the field descriptions for the advanced CDR format in the Manager Portal     Fields and Descriptions Field Description Call Type This field will either be “origination”, “termination”, or "missed". Origination and Missed will be inbound calls to the NetSapiens system. termination will be i

How to use SNAPbuilder

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audiance: All End Users The SNAPbuilder tool introduces the ability to customize buttons on a specific device, deploy and bulk edit templates, and build phone directories directly from the Online User Portal   Requirements Login to the Manager Portal   Desk Phone     How to Access SNAPbuilder (Office Managers) Log in to the Manager Po

Mobile-X: Change Extension-to-Extension Caller ID

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Reseller and Above This article will go over changing the caller ID for extension-to-extension Mobile-X calls.    Requirements A provisioned Mobile-X device Access to the Mobile-X Control Panel   Since calls using Mobile-X technically have to be routed over mobile or PSTN networks, extension numbers cannot be used for caller

Delete a Native Fax Account

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners & AboveThis document outlines the deletion of a fax account   Requirements: White Label Partner Reseller or Higher Super User scope or higher  Assigned Native Fax Account(DID) to a user or users  Native Fax feature enabled on the domain ( Contact support to request )     Delete a Fax Account Login wi

Snom C series: Manual Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope: Intended Audience: All End Users   The following document will show you how to remote provision a Snom C series phone. For TLS Provisioning check HTTP Provisioning over TLS     Requirements: Access to Snom web GUI Access to Manager Portal Phone's MAC address must already have been added to a user in the Manager Portal Global Username and Pass

OneBill: How to Set up the Quickbooks Online Integrations

Published April 23rd, 2023 by Marissa Orsini

Scope The following steps will show you how to set up and use the Quickbooks Online integration with OneBill.      Items Needed Access to OneBill   Quickbooks Online Administrator Access     Go to Sys Admin > Integration   Click on the Accounting tab.   Click where it says "QuickBooks" to expand   Scroll to the bottom and click on Connect   A New

Datagate: How to Export Invoices to Connectwise Manage

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to export invoices to ConnectWise Manage.     Requirements Access to Datagate   Connectwise Integrations   Products Created in ConnectWise Manage.     Navigate to Invoicing  Switch to Action Invoices  Select the invoices you want to export.  Pick the Actions Button and Select Export Invoice   It is going t

Send and Receive Messages from the Manager Portal (SMS/MMS)

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users The following steps will show you how to send and receive messages via the Manager Portal. SMS & MMS Messages are stored for 30 days,   Requirements: Messaging-enabled DID   Portal access   Supported SMS types: All   Supported MMS types: jpg, jpeg, gif     Sending Messages Once logged into the portal you wi

Add TeamMate to Trust Traffic List

Published April 26th, 2023 by Marissa Orsini

Scope This article outlines how to add TeamMate to the trusted traffic list. This is a prerequisite to configure Microsoft Teams. A full list of prerequisites can be found in the TeamMate Connector Configuration Steps   Requirements Global admin access to https://admin.teams.microsoft.com/     Log in to Microsoft Admin Center Navigate to Locations &

Datagate FAQs

Published April 21st, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners These are answers to the most frequently asked questions in regard to the Datagate Billing Platform.     Can I export invoices from Datagate? a. Yes, you can export invoices to Autotask, Quickbooks Online, Xero, and Connectwise Manage  Does Datagate include Tax Compliance services?  a. No, we do not prov

OneBill SSL Certificate Renewal

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: Resellers with OneBill OneBill domains require a valid SSL certificate in order to function properly. This certificate is typically renewed yearly.  In order for a branded UI that points to a domain that you own to work correctly, it must have a valid security certificate. This article highlights the renewal process.      Re

Use PingPlotter Cloud to Diagnose Network Issues

Published April 27th, 2023 by Marissa Orsini

Scope This document will show you how to install a PingPlotter Cloud agent on a client's network. These agents will run a traceroute towards all three of our SIP servers from the client's network, allowing you to potentially identify packet loss and latency on the route being taken to our servers. Significant amounts of packet loss and latency can c

OIT Connect - Preferred

Published April 25th, 2023 by Marissa Orsini

Scope OIT Connect is an IOS and Android application that will allow you to use your OITVOIP service anytime, anywhere, from any IOS or Android device. The following instructions will allow you to configure the OIT Connect application on your IOS or Android device.   Requirements IOS or Android phone   OIT Connect from iTunes or Google Play store   A

Snapback Process

Published May 2nd, 2023 by Marissa Orsini

Scope Intended Audience: Telco Services Department This article outlines the process in the event a snapback is issued or requested for a port in request. Snapbacks occur when a number has been ported in mistakenly or without approval.   Requirements Access to Teams  Access to Salesforce   Get Approval from Management Snapbacks are billable to OIT a

OneBill: Assign Usage Product to your Customer

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to add the usage product to your customers for invoicing.     Requirements Access to OneBill   Access to Manager Portal     Log in to OneBill  Navigate to the Subscriber Profile  Go to the Orders Tab Click Create Order   Click the Recurring - UCAAS Services Category

Mitel/Astra First Time Provisioning with the Global One Time Username and Password

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users Instructions on how to provision a Mitel 68xx and Astra device using with the Global One Time username and password.   Requirements Access to the device   Global One Time Username and Password   Knowledge of setting up DHCP Option 66     General The Mitel 68xx phones and Astra phones currently do not have a way

RepairShopr Integration

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users RepairShopr is a CRM platform created for repair shops. This article covers sending new call notifications right into the RepairShopr platform with a quick link to the customer's record.   Requirements RepairShopr Subdomain   RepairShopr Account Token   Office Manager Access to Manager Portal     Obtain Securit

2020-08-14 - Portal, API, SNAPMobile Outage (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Portal, API, SNAPMobile Outage Event Start Time: 2020-08-14 5:05 EST Event End Time: 2020-08-14 7:23 EST RFO Issue Date: 2020-08-19   Affected Services Some Phones registered to Atlanta lost registration. Devices configured with SRV or UDP failed over. Devices manually registered to core1-atl did not regain registration. Event Sum

Number Barn Porting Requirements

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the requirements for porting numbers purchased from NumberBarn to your service provider.   Requirements Access to Number Barn     Finding the Port Away Details Go to Numbers and click on the "Options" tab under your phone number. There you will find the details needed to port out your numb

Enhanced 911 & Dynamic Location Routing

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article explains how e911 can be configured on the phone system as well as the differences between Dynamic Location Routing (DLR) and static e911.   Troubleshooting Warning: Currently [4/18], SIP trunks do not support emergency addresses. Please configure legacy E911 for domains and DIDs using SIP trunks:

Datagate: How to Add a Surcharge to Invoices

Published April 25th, 2023 by Marissa Orsini

Scope The following steps will show you how to add a fee to your invoices.     Requirements Access to Datagate     Log in to Datagate  Hover over your name and click on Settings    Click on Surcharges   Click the + sign.   Enter the following details Name: This is the name you want to call your surcharge. It is recommended to enter it in all capital

Call Routing Best Practices

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines some of the most common call routing configurations and our best practices for setting them up.   Requirements Office Manager Access to Manager Portal or higher It is recommended to review the articles below for background information Time Frames Auto Attendants Call Queues Time of Day Rou

Move Domains Across Resellers

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: Tier 1 Technicians or higher This article outlines how to change reseller territories on a domain.    Requirements Super User Access to Manager Portal     Log in to the Manager Portal Navigate to Domains Search for the domain to modify   Click Edit Select the new Reseller   Click Save    

OneBill: Training Syllabus

Published April 22nd, 2023 by Marissa Orsini

Scope Intended Audience: Finance Department & White Label Partners The following items will be reviewed during the OneBill WLP Training.     Requirements Partner Profile Created in OneBill   Scheduled Training Date     Pricing > Products Products and Tax Mapping Config > Settings Business Profile Branding (Colors, Logo, and Custom Link) In

Grandstream: Automated Provisioning System

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to redirect a new or factory reset Grandstream phone to our provisioing servers without any prior configuration. Factory reset phone boots it will seek out the GAPS service which then points to Provisioning Server.    Requirements: Access to Grandstream GAPs MAC address of phone(s) that will be provisioned M

Create Mobile-X Group

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners and Members of the Client Success team This article outlines how to create a group in Mobile-X. Each group corresponds to a client.   Requirements Access to Mobile-X Control Panel PBX Domain of Client     Create Group Log in to Mobile-X Control Panel Navigate to the Reseller. For Channel Partner, Channel

View Fax History

Published April 25th, 2023 by Marissa Orsini

Scope The following steps will allow you to view your fax history or find a particular fax     Requirements: Access to the mFax Portal     View Fax History   Log into your mFax Web Portal Select History You will be presented with a list of the most recent inbound and outbound faxes. Search Filters   You can choose between viewing All, Inbound or Out

Considerations for Mobile-X

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines any known issues or considerations with Mobile-X that should be reviewed before onboarding a user with Mobile-X.     Supported Devices (Updated 8/28/23) ALL DEVICES MUST BE CARRIER UNLOCKED Unless otherwise specified, device APN config is set automatically A device restart is always recomm

Set Up Your Phone with Mobile-X

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: End Users This article outlines how to configure your unlocked iOS or Android device with Mobile-X.   Requirements Mobile-X provisioned SIM or QR Code for eSIM (You should have received this from your provider) Unlocked iPhone XR or newer, using iOS 15.4 or higher OR Samsung Galaxy S21 A paperclip     Quick Links Considerati

Unlock Google Voice Number for Porting

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to unlock a Google voice number in order to port it away   Requirements Access to your Google account.      Using any web browser navigate to https://www.google.com/voice/unlock Print the web page as a PDF to provide to the Porting Team If you only have one Google Voice number, click U

Configure OBi302 to Specific Phone Ports by Account

Published May 17th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This area will show you how to configure an Obi302 to specify Account 1 to ring only Phone Port 1 and Account 2 to ring Phone Port 2.   Requirements Admin Access to Obi   Sett PrimaryLine SP1 and SP2 by Port Log into the Obi302 locally or configure it via ObiTalk if it is managed by OIT. Go to Physical Interfaces &

Datagate: How to Add One-Off Transactions

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to add One-Off Transactions for your customers if they have prorations, or was not able to create the products in time for invoicing.      Requirements Access to Datagate     Navigate to the Customers tab.  Select the customer you want to perform a one-off transaction for.  Go to the Product Transactions T

Polycom Change Background Wallpaper

Published April 25th, 2023 by Marissa Orsini

Scope: Wallpaper is the image that fills the background of the phone idle screen. Some users choose one of the default backgrounds provided by the IP phone system. But some users prefer to make customized wallpaper from personal pictures. For using customized wallpaper, you need to upload the customized wallpaper and override the configuration of yo

Single Sign-On

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document outlines how to configure Single Sign-On for your user account.  NOTE: Logging in with SSO bypasses any Multi-Factor Authentication (MFA) configured.    Requirements Access to Manager Portal - Must be user's own account, cannot be done via impersonation   SSO must enabled on your domain (Confirm w

Datagate: Set Up HaloPSA Integration

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to set up the HaloPSA integration in Datagate   Requirements Access to Datagate Access to HaloPSA HaloPSA Integration Prerequisites Completed   Log into Datagate Hover over your UserID in the top right-hand corner of the screen and Click Settings  Click Integrations

Yeastar S: Connect a SIP Trunk

Published April 26th, 2023 by Marissa Orsini

Scope: Intended Audience: WLP Clients The following steps will allow you to create a SIP Trunk with your hosted PBX for use on the Yeastar S series platform using IP or User based authentication and default inbound and outbound routes.   Requirements: This has been tested on version s20, 50 and 100 Administrator privileges to the web console SIP tru

10DLC Messaging Overview

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article gives an overview of 10DLC messaging, where it comes from, and how it affects end users, including white label partners.   Glossary Application-to-Person (A2P) Messaging : Also known as business SMS or enterprise SMS, this refers to text messages sent from a business to a person.There are three types o

2021-11-11 Outbound Call Failures from Atlanta (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Devices registered to Atlanta nodes were unable to place outbound calls. Event Start Time: 2021-11-11 19:32 PM EST Event End Time: 2021-11-11 22:30 PM EST RFO Issue Date: 2021-11-13     Affected Services Outbound calling for devices registered to Atlanta nodes. Event Timeline (All times 24-hour format, EST) November 11th, 2021 19:

mFax: Send a Fax From Email - OITVOIP

Published April 25th, 2023 by Marissa Orsini

Scope One of the main features of mFax is the ability to send and receive faxes right from your email. Below you will find instructions on how to do this.   Requirements: This feature will only work from an email address associated with an active account in our system.      Addressing the Email Using any mail client such an Outlook or Gmail, compose

How to do Local Conferencing with Yealink Supported Devices

Published April 25th, 2023 by Marissa Orsini

Scope: The following article will show you how to start a local conferencing with supported Yealink Phones     Supported Yealink Devices The table below is the supported Yealink devices for local conferencing with 3 or more parties. We recommend verifying the phone is on the latest manufacturer firmware version before following these steps Model Num

Telnyx: Add a Technical Prefix for Outbound Call Authentication

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners Telnyx supports having multiple connections from the same IP that can be differentiated by a technical prefix. This will allow for calls to be routed successfully to your Telnyx BYOT connection.   Requirement Access to your Telnyx account.   Log into your Telnyx account  Navigate to Voice > SIP Trunki

Troubleshooting Outbound Calls Marked as Spam

Published April 27th, 2023 by Marissa Orsini

Scope: This article will explain why some of your outbound calls may be marked as SPAM when received by other carriers.     Understanding Spam Call Marking Due to the rise of unwanted calls in recent years, many services have been created to create databases of known or suspected spam callers. Each service utilizes its own methodology for what numbe

Datagate: Sync Xero Customers

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to sync your Quickbooks Online customers with Datagate   Requirements: Access to Datagate Set Up Xero Integration    Customer Sync Prerequisite To filter customers that will be imported into Datagate – Create a Contact Group called “Datagate” and assign that to all t

Delete a DID

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners, Client Success or Telco Services Department The article outlines how to delete phone numbers from a client account. Phone Numbers should only be deleted in the event of disconnection or port out. NOTE: DIDs remain in aging status up to 24 hours after being deleted. If a DID was deleted accidentally, con

Glossary

Published April 12th, 2023 by Marissa Orsini

This is a auto-generated Article of all your definitions within the glossary. Glossary This is a auto-generated Article of all your definitions within the glossary. All A B C D E F H I J K L M N O P Q R S T U V W Analog In terms of telephony, Analog refers to any device which is not digital. This is usually in reference to a legacy telephony device.

Datagate: How to Assign Rate Cards to Customers for Usage

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to assign rate cards to your customers for usage to be rated correctly.     Requirements Access to Datagate     Navigate to the customer  Click the Assignments Tab   Click the + button to add the rate card.  Select the following information:  Rating Item: Select the Usage Package you will be adding. If doi

Bria Solo Desktop

Published April 25th, 2023 by Marissa Orsini

Scope:   Bria Solo is a Windows, Mac, IOS and Android app that can be used as a softphone. The following step will allow you to configure the X-Lite softphone application for use with your hosted voice service.   Requirements:   Windows or Mac Computer  Bria Free Solo App  SIP Credentials  Access to Manager Portal NOTE: Bria Solo is billed at 2.95 U

Setting Unanswered calls to External Number's Voicemail

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article will explain how to set a user's answering rule if unanswered, to forward to the external number's voicemail rather than the extension's voicemail.   Requirements Access to PBX User's Answering Rule is set to forward to an external number     Log into the PBX Click the Users tab & click the Use

Add Provisioning Profile to SRAPS

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Client or T1 and higher   This article outlines how to add a provisioning profile SRAPS. SRAPS is a service provided Snom to allow providers automatically provision Snom devices when they are in a factory reset state. Provisioning profiles are used to point devices to the correct provisioning URL or IP in SRAPS. For TLS Prov

Numbers for Testing

Published April 27th, 2023 by Marissa Orsini

Scope: From time to time you made need to test outbound calling and functionality to offnet numbers. Below is a list of numbers we use for testing.     E-911 Registration Dial 933 from your phone and you will hear a recording stating your registration status and e911 number displayed. US/CAN Dialing, Call Quality and Latency Note that these are not

3CX: Connect a SIP Trunk

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to configure a SIP Trunk between your hosted PBX and a 3CX PBX. This article was written using 3CX Version 18.0 Update 3 (Build 461)   Requirements SIP Trunk Information (see  Create a SIP Trunk ) Existing 3CX instance     Configure SIP Trunk Log in to the 3CX PBX instance Click SIP Tr

Obihai 200/300: SIP Trunk Configuration

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users The following steps will allow you to configure an Obihai ATA device with a SIP trunk.   Requirements Access to Manager Portal An Obitalk.com Account Lineman's butt set, or an analog phone Existing authentication-based SIP Trunk  NOTE: The trunk should not have any limits set, inbound/outbound limits will be ha

Device Provisioning via DHCP Options

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to configure IP handsets automatically via DHCP options.   Requirements: If you or your provider has not already done so,  Add Your Device to the Manager Portal Handset should be in a Factory Reset state Access to the DHCP server (i.e. Windows DHCP server or SonicWALL)     Windows DHCP Server Open Windows DH

Default Passwords for Phones

Published April 25th, 2023 by Marissa Orsini

Scope: This document outlines the default passwords for some of the most common manufacturers. The username for all of these is admin unless specified otherwise.     Yealink Username: admin Password: admin Grandstream Username: admin Password: admin (Note: Newer phones ship with passwords printed on the bottom label.) Polycom Username: admin Passwor

Shared Contacts

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to create shared contacts in the Manager Portal. Shared contacts are visible to all users and can be displayed as speed dials or in a contact book.   Requirements Office Manager Access to Manager Portal or higher   Shared Contacts Note: In order for the system to properly reference sha

OneBill: Edit Invoice and Quote Template

Published April 23rd, 2023 by Marissa Orsini

Scope The following steps will show you how to update your invoice and quote templates in OneBill.      Items Needed Access to OneBill   .xsl file editing software     Invoice Log in to OneBill Go to Config > Settings   Go to Invoices   Click Download XSL File   Open the downloaded file in the editing software of your choice.   Edit any text you

Yealink Change Background Wallpaper

Published April 25th, 2023 by Marissa Orsini

Scope: Wallpaper is the image that fills the background of the phone idle screen. Some users choose one of the default backgrounds provided by the IP phone system. But some users prefer to make customized wallpaper from personal pictures. For using customized wallpaper, you need to upload the customized wallpaper and override the configuration of yo

OneBill: Quote to Customer Process

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to turn your quoted lead into an active subscriber     Requirements: Access to OneBill Lead Created: https://voipdocs.io/ob-customers/onebill-create-a-lead/version/1?kb_language=en_US  Quote Created: https://voipdocs.io/ob-customers/onebill-create-a-quote/version/1?k

Routers with Known Issues

Published April 27th, 2023 by Marissa Orsini

Scope: This list should not be taken to be definitive, but only representative of known problems and the resolutions available, if any.     Routers That Should Not Be Used Comcast home version with wireless - have them change to Comcast business version. The home version with wireless gets used by Comcast to also support their open Wi-Fi network (Ho

Cisco: Overrides

Published April 25th, 2023 by Marissa Orsini

Scope: It is possible to customize the behavior and appearance of Cisco devices using device overrides to program the line keys and memory keys. Some of the more commonly used overrides are listed on this page.   Requirements: Access to Manager Portal or NDP     Overrides Overrides require NO spacing before or after the equals (=) sign, and the valu

Register E911 from Manager Portal

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This article outlines how to register an E911 Address to a DID in the Manager Portal. All users should have an emergency number tied to their service address.   Requirements White Label Access to Manager Portal or higher   911 Addresses are validated against USPS. It is recommended to confirm the address

OneBill: Create a Price Plan

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to create a price plan for your customers.     Requirements Access to OneBill   Product Created     Go to Pricing > Product   On the left, Click on Add next to Price Plan   Enter the following information Price Plan Name: Enter a Price Plan Name to be shown in the catalog. The maximum length for this fi

Zoiper Mobile App

Published April 25th, 2023 by Marissa Orsini

Scope: This document will allow you to configure the Zoiper softphone application for use with your hosted voice service.   Requirements: IOS or Android phone Zoiper app from iTunes or Google Play store SIP Credentials -  Find how to get them here     Zoiper Android Setup Download and install Zoiper from the App Store here  Download and install Zoip

Datagate: How to Resend an Invoice

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to resend an invoice to your customer from Datagate.     Requirements Access to Datagate     Navigate to Invoicing  Switch to Action Invoices  Select invoice(s) in Sent and/or Sent Manually statuses. Re-email selected button will appear under the Actions dropdown. Click on the Re-email selected button, a c

Snom PA1: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope The following document will show you how to manually provision a Snom PA1 system   Requirements Access to Snom web GUI Access to Manager Portal An unassigned SIP phone must be available on the user     Configure Snom PA1 Using any web browser navigate to the IP address of the phone. Under the Setup tab on the left, click Identity 1. In the Log

2020-07-08 - ACS001 Core Failure (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: ACS001 Crash Event Start Time: 2020-07-08 14:19 EST Event End Time: 2020-07-08 14:22 EST RFO Issue Date: 2020-07-09     Affected Services Some Phones registered to Atlanta lost registration. Devices configured with SRV or UDP failed over. Devices manually registered to core1-atl did not regain registration. Event Summary On July 8

Datagate: How to Export Invoices to Quickbooks Online

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to export invoices from Datagate to Quickbooks Online.     Requirements Access to Datagate   Quickbooks Online Integration   Products Created in Quickbooks Online     Log in to Datagate Navigate to Invoicing   Switch to Action Invoices   Change Invoice status to Sent

Build the TeamMate Connector Application

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners, Tier `1 Technicians or higher This document will show you how to build a custom application for Teams.   Requirements Access to the Reseller Provisioning Portal Access to the Enterprise Provisioning Portal Custom apps enabled at the organization level in Microsoft Teams Admin A Microsoft Global Admin us

Request a New DID

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This article outlines how white label partners can request new DIDs (phone numbers) for voice or fax. voipdocs.helpjuice.com   Requirements Access to Partner Central Area code, City/State Type of DID needed (Voice, Native Fax, or mFax)   Troubleshooting Note: we can only guarantee the area code.  If a sp

Yealink: Multicast Paging Setup

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users The following steps will allow you to setup Multicast Paging on both the sender and receiver Yealink phones. This will enable you to speak to receivers. All receivers must have the Handset connected to SIP Device in order for Multicast to auto answer.   Requirements  Office Manager Access to the Manager Portal

Datagate: How to Create Bundles for Toll-Free Usage

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This document will show you how to create a bundle package for Toll-Free Usage in Datagate.     Requirements: Access to Datagate     Log in to Datagate Click on Bundles   Click the + Icon   Add a Bundle Name and Click Save   Click the Bundle Name of the bundle you just added   Click Quantities   Click th

Temporarily Register Devices to a Different Core

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners There are times when a route to a specific core is resulting in poor call quality or other issues due to an intermediary hop. As a last resort, you can use the this article to temporarily register devices to a different core other than the client's parent core. These steps will not guarantee a resolution

SNAPmobile Web Dropping Assisted Transfer Calls

Published April 27th, 2023 by Marissa Orsini

Scope: The following document will outline steps on how to return to a call in SNAPmobile Web after you've canceled an assisted transfer. These steps are needed to prevent the original call from being dropped along with the canceled transfer. Intended Audience: All End Users   Requirements: Access to the Manager Portal   Basic user scope or higher  

Axis A8105-E: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to register a Axis A8105-E onto our VOIP platform.    Items Needed Access to Axis A8105-E Web GUI   Access to the Manager Portal (Office Manager or Above)     Obtain SIP Credentials Using any web browser log in to the Manager Portal  Click on Users at the top Find your extension number. At the far right clic

Grandstream: Multicast Paging Setup

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to set up Multicast Paging on both the sender and receiver on Grandstream phones. This will enable to you speak to receivers.   Requirements: Access to the Grandstream Phone's UI Access to the Manager Portal      Configure Paging Sender via Override Log onto the Manager Portal Go to Inventory > Phone Hard

Datagate: Set Up Customer End Portal

Published April 23rd, 2023 by Marissa Orsini

Scope The following steps will show you how to set up the Customer End Portal so your customers can log in and see their invoices.     Requirements Access to Datagate Portal URL Set Up With Datagate     Creating Users Go to Customers and select the Customer you want to create a new user for  Go to the ‘Users’ tab under the Customer   Click the + but

Provisioning: Whitelist IP address to bypass Auth Username and Password

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Tier 1 Technicians or higher Add an IP address to the endpoints server to allow devices to pull a configuration file without requiring a username or password.    Requirements Access to Endpoints AdminUI TAC user     Whitelist Partner IP Address Login to Endpoints AdminUI Navigate to System -> Configuration Locate the Skip

Set Up a Group / General Voicemail

Published April 27th, 2023 by Marissa Orsini

Scope: The following steps will show you how to configure a Group/General voicemail for company or department-wide use   Requirements: Reseller Access to Manager Portal     Add General Voicemail User Log into the manager portal Navigate to the Users tab Click on Add User Fill out the user information Scope: No Portal Add Phone Extension: No Click on

Send Fax from the Manager Portal

Published April 25th, 2023 by Marissa Orsini

Scope This document will show you how to send a fax from the Manager Portal with Native Fax   Requirements Access to Manager Portal ( Basic User minimum )   Native Fax feature enabled   Send a Fax From The Manager Portal Log in to the Manager Portal Click on the Fax navigation icon as shown below. If you don't see this button, the fax is not configu

Datagate: HaloPSA Product & Contract Sync

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to sync your HaloPSA products & contracts into Datagage     Requirements: Access to Datagate HaloPSA Integration Set Up Datagate: Set Up HaloPSA Integration Scope Intended Audience: White Label Partners The following steps will show you h Scope Intended Audience:

Create an Emergency Address

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: Client Success This article outlines how to create an emergency address in the manager portal for Enhanced 911 & Dynamic Location Routing.    Requirements Super User or Reseller Access to Manager Portal   Troubleshooting Warning: Currently [4/18], SIP trunks do not support emergency addresses. Please configure legacy E91

SNAPMobile - Join Beta Program

Published April 25th, 2023 by Marissa Orsini

Scope: This document will show you how to join the Beta program of SNAPMobile for both IOS and Android.   Requirements: IOS or Android   Access to Google Play or App Store     IOS Download Testflight on your iPhone. Once download, click the following link to install the Beta: https://testflight.apple.com/join/pIqcpVuQ Install it and that's all. Andr

How to Use SNAPmobile

Published April 25th, 2023 by Marissa Orsini

Scope: This document will walk you through on how to make calls, transfer calls, conference calls, record calls, use SMS/chat, and your check voicemail.   Requirements: Registered SNAPmobile application   Make a Call  Via Contact Page Select the contact you want to call Press the phone icon to the right of the contact Make a Call Via the Dialpad Pre

Add Global Username and Password to Grandstream GAPS Profile

Published April 25th, 2023 by Marissa Orsini

Scope Add Global one time username and password to the Grandstream GAP's server profile.   Requirements Access to Grandstream GAP's account   Global one time username and password provided by support.     Add Username and Password to Profile Log into your GAP's account here Select Profile Management from the left hand menu. Select the desired profil

Polycom VVX: How to Perform a Remote Packet Capture

Published April 25th, 2023 by Marissa Orsini

This doc will show you how to capture packets a Polycom VVX phone is sending and receiving in order to troubleshoot potential network issues with the phone.   Requirements: Polycom VVX Firmware 5.1.1 or later   Wireshark   Overrides   The Phone's MAC Address and IP Address     Apply the PCAP Overrides to the Phone Please follow this KB on how to add

Route DIDs

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to route DIDs from the Manager Portal to configure call routing.   Requirements Office Manager Access to Manager Portal or higher Existing DID in Manager Portal     Log in to the Manager Portal Navigate to Inventory NOTE: This can be root Inventory or domain Inventory Click Filters to

10DLC: Create a Campaign

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the steps and requirements to create a campaign. In the context of A2P/10DLC, Campaign refers to 'Use Case' while Brand refers to a 'Company Entity.' Campaigns are needed to assign SMS numbers for 10DLC to allow A2P Messaging.   Requirements Office Manager Access to Manager Portal or Highe

OneBill: Adding Products to Customers

Published April 24th, 2023 by Marissa Orsini

Scope This document outlines how to add products to customers. OneBill calls this creating an order.     Requirements Access to the OneBill Portal.   Product Information     Adding the Product to the Customer Hover over the Customer tab on the left side of the screen and click Subscribers   Click on the account number of the customer you wish to add

Grandstream: Overrides

Published April 25th, 2023 by Marissa Orsini

Scope: The below codes will allow you to set overrides in the program of Grandstream GXP series phones.   Requirements: Text editor Access to NDP server     Wallpaper Branding GXP2130 & GXP2135 P2917="<server url to .jpg>" P2916="1" Branding GXP2140 & GXP2160 P2917="<server url to .jpg>" P2916="1"  Protection from SIP Scanners #

Troubleshoot Registration & Provisioning Issues

Published May 17th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners, White Label Partners, Tier 1 Technicians, and Higher The following article will provide you with steps to diagnose and troubleshoot issues regarding device registration   Requirements Access to Manager Portal Remote Access to Web GUI of the device Access to VoIPMonitor Access to NDP Advanced Troubleshooting

Configure Carriers for SMS with TeamMate Connector

Published April 3rd, 2024 by Marissa Orsini

Scope Intended Audience: Netsapiens Providers This article outlines how to configure a carrier for SMS with TeamMate Connector. This is only needed for Netsapiens providers using their own carriers. Note only Bandwidth or Inteliquent are currently supported.   Requirements Reseller Access to TeamMate Connector Portal Access to Bandwidth or Intelique

Elastix: Connect a SIP Trunk

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to configure a SIP Trunk between your hosted PBX and an Elastix PBX. This article was written using Elastix 2.5.   Requirements SIP Trunk Information (see Create a SIP Trunk)  NOTE: This article was written using an IP-based SIP trunk Existing Elastix instance     Configure SIP Trunk U

Yealink: Manual Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Clients and T1 or higher   The following article outlines how to remotely provision a Yealink deskphone. This has been tested with firmware 35.73.0.40. For TLS Provisioning check HTTP Provisioning over TLS   Requirements Admin login to Yealink Phone Device must be added as a SIP Phone in the Manager Portal. Add a SIP Phone G

Add Native Fax Account

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This document will show you how to add a fax number to a user and explains the methods available and handling inbound options.     Requirements White Label Access to Manager Portal     DID Treatment must be set to available     Max Fax Numbers on domain must not be set to disabled    NOTE: There is a kno

Grandstream: Manual Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Client or T1 and higher   The following steps will allow you to manually provision a Grandstream desk phone. For TLS Provisioning visit HTTP Provisioning over TLS     Requirements Access to the phone or web GUI It is recommended to Factory Reset the handset before provisioning Phone's MAC address must have already been enter

Avaya: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to configure an Avaya desk phone manually for use with your Hosted PBX service. This has been tested with firmware 4.0.1.0.11.   Requirements: Access to Avaya web GUI   Access to Manager Portal     Obtain Your Softphone Information Log into Manager Portal  Navigate to Phones NOTE: Office Managers can navigat

Configure Speed Dials & Sorting List

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This article outlines the process for setting up speed dials in the PBX and adding them to SNAPbuilder for sorting.   Requirements White Label Access to Manager Portal     Create Speed Dial User Log in to the Manager Portal Navigate to the domain you wish to create speed dials for Select Users Click Add

Configure Time of Day Routing

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines the process for configuring Time of Day Routing. Time of Day (TOD) Routing is used in place of call routing users to simplify call routing using time frames and answering rules.   Requirements Office Manager Access to Manager Portal or Higher Existing Time Frames   Troubleshooting Warning: Tim

Create an Auto Attendant

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines how to create an Auto Attendant in the Manager Portal.   Requirements Office Manager access to the Manager Portal or higher   Create Auto Attendant Log in to the Manager Portal Navigate to Auto Attendants Click Add Attendant In the popup fill out the following information: Name: Enter any desc

Extension Numbering & Reserved Number Space

Published April 21st, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines the reserved and permitted numbering schemes to use for extensions and features.   Restricted Numbering This table outlines numbering schemes that may only be used for their designated purpose. Extensions created outside of the specified purpose will not work. Extension Range Designated Purpos

Cisco: Manually Registering an ATA

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will show you how to manually register a Cisco ATA. All examples were made using a Cisco SPA232D and the portal appearance may vary from device to device.   Requirements: Access to Manager Portal   Access to Cisco Web Interface     Obtain SIP Credentials Log in to the Manager Portal Navigate to Phones NOTE: Office Managers

How to Use OIT Connect

Published April 25th, 2023 by Marissa Orsini

Scope: This document will walk you through on how to make calls, transfer calls, conference calls, record calls, use SMS/chat, and your check voicemail.   Requirements: Registered OIT Connect application     Make a Call  Via Contact Page Select the contact you want to call Press the phone icon to the right of the contact Make a Call Via the Dialpad

Grandstream: HT8xx Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to provision a Grandstream HT8xx ATA for use with your Hosted PBX service. This has been tested with firmware 10.0.25.5.   Requirements: Device must be plugged into network and power   MAC added to the phone of a user   Access to Manager Portal   An analog phone or IP scanner     Add Phone to User Follow htt

Yealink: Attended Transfer

Published April 25th, 2023 by Marissa Orsini

Scope:  An Attended Transfer is where a caller is announced to the receiving party before sending the call. The following steps will allow you to complete an Attended Transfer using your Yealink T4x series phone.   Requirements:  One or more simultaneous calls     Attended Transfer While on the first call, press the Hold key Press the New Call butto

Change your email notification settings

Published April 25th, 2023 by Marissa Orsini

Scope The following steps will guide you through configuring email notification settings.     Requirements: Access to the mFax web portal     Change Notification Settings   Login to your account Select your name at the top right and click Settings Select the Fax tab You can configure notifications emails for Outbound and Inbound fax status to show A

OneBill FAQs

Published April 21st, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners These are answers to the most frequently asked questions in regard to the OneBill Billing Platform.     Can I generate quotes from OneBill?  a. Yes, you can! OneBill quotes will also give you an estimated amount of taxes when generating quotes so your customer can see their projected monthly cost.  Can I

Add a SIP Phone

Published April 25th, 2023 by Marissa Orsini

Scope: Users in the system may own one or more SIP devices. These devices can be configured to ring together or separately according to the User's Answering Rules. In order to link a SIP device to a User's extension, you must add a SIP Phone to that User's profile.   Requirements: Office Manager Access to Manager Portal   Make and model of SIP phone

How to Submit Logs with SNAPmobile iOS and Android App

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: SNAPmobile App Users The following article will walk you through how to submit SNAPmobile App log files from the SNAPmobile Application for Apple iOS and Android devices to be reviewed by your service provider once requested.   Requirements Manager Portal Account   SNAPmobile Application     Submit Log with Apple iOS Devices

Grandstream: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to configure a Grandstream desk phone manually for use with your Hosted PBX service. This has been tested with firmware 35.73.0.40.   Requirements: Access to Avaya web GUI   Access to Manager Portal     Obtain Your Softphone Information Log into Manager Portal  Navigate to Phones NOTE: Office Managers can na

Bulk Editing Users

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outline how to use Bulk Edit for mass updates for items such as time zone, caller ID, Emergency Caller ID, Scope, Departments and many more.   Requirements Office Manager Access or higher     Bulk Edit Users Navigate to Users  The Bulk Action, Bulk Edit, and Delete options will display only after s

Bring Your Own Telco (BYOT) Considerations

Published April 26th, 2023 by Marissa Orsini

Scope: The following information will give you the considerations when planning for BYOT implementations.     Purpose BYOT is designed for WLP partners who want to use their own carriers.  Voice Traffic We will make a single connection between our SBCs and the SBC or carrier of your choice over port 5060 (UDP or TCP). If the partner uses multiple ca

SNAPmobile Android 3.5 Release Notes

Published November 8th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines release for SNAPmobile Android 3.5 and all subsequent micro-releases.   New Features 3.5.2 Allowed granular queue login/logout call center agents and supervisors. Calls originating from a queue now display a headset icon with the queue name in the call history page and each call’s call history

Known Issues

Published April 22nd, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines known issues within NetSapiens, their JIRA ticket numbers, case number, and estimated resolution times. Known Issues for TeamMate can be found at TeamMate Connector Known Issues   Manager Portal Version Issue JIRA Ticket CSE Case ETR 40.2 Inbound Calls showing wrong To on Call History NMS-1403

Adtran: Connect Analog Users to Use SIP Credentials

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners, Netsapiens Providers, Tier 1 Technicians or higher The following steps will allow you to use an Adtran Router/PBX to register analog phones using user-based SIP registration. You will create a trunk, create an analog user and configure SIP credential for each user, check the registration of the user sta

Datagate: Sync Autotask Customers

Published April 24th, 2023 by Marissa Orsini

Scope This article will show you how to sync your customers in Autotask into Datagate.   Requirements Admin Access to Datagate Set Up Autotask Integration   Make the Datagate Field Visible Before running a customer sync, the datagate field in Autotask needs to be made visible.  Go to Admin > Account Settings and Users > Features and Settings t

Datagate: Create Autotask API User

Published April 23rd, 2023 by Marissa Orsini

Scope This article will show you how to create an API user in Autotask to set up the integration with Datagate.     Requirements Admin Access to Datagate Admin Access to Autotask     Creating the API User Log in to Autotask  Go to Admin > Account Settings & Users   Click on Resources/Users   Click the New Dropdown and select New API User   On

View Phone's Contact IP

Published April 25th, 2023 by Marissa Orsini

Scope The following will show you how to obtain the Contact. This can help you determine if your Desk Phone has a contact with Public IP instead of Private IP, which indicates you may have SIP ALG or Double NAT occurring.    Requirements: Access to Manager Portal     Basic User  Log in to the Manager Portal.  Once logged in navigate over to the Phon

Use PingPlotter to Diagnose Network Issues

Published April 27th, 2023 by Marissa Orsini

Scope: This document will show you how to run a ping towards our SIP servers and export the data. This application is used to see if there latency or packet loss within the network or ISP. Data can explain why you may be experiencing call quality issues.   Requirements: Install PingPlotter (Has a 14 day free trial)   Workstation/Server on the same l

Supported Microsoft Licenses for TeamMate Connector

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document will show you which Microsoft Licenses are supported for TeamMate Connector.     Requirements: Each Microsoft User and the Global Administrator must have a Microsoft User    License and a Teams Phone Standard License.   One extra Microsoft User and Teams Phone Standard License will be temporarily

Third-Party SMS/MMS

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All usersThere are cases where you want to leave your voice services on our platform, but move messaging (SMS/MMS) to a third party. Below are the steps to do so.     Validation & Enablement Please submit a porting ticket at ports@oit.co, so that we may verify if your number is eligible. There are cases where we need to

Sonicwall: Recommended Settings for VoIP

Published April 27th, 2023 by Marissa Orsini

Scope: This guide will walk you through how to configure a SonicWALL as recommended for your VoIP service.   Requirements: SonicWALL administrative access  IP Addresses and Ports     Consistent NAT Click on VoIP Click on Settings Set Enable consistent NAT to enabled Every other checkbox on this page should be unchecked as well. Click Accept Click on

Types of Faxing

Published April 25th, 2023 by Marissa Orsini

Scope Our platform support various types of faxing. The different models are explained below.     mFax - Digital mFax is our latest faxing product that lets you send and receive faxes digitally using email, windows printer drivers and an easy to use web portal. mFax - Analog mFax is our high reliablity option for physical fax and imaging machines. W

Domestic Toll Fraud/Traffic Pumping

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document is intended to help customers to reduce their fraud attack from Domestic Toll Fraud/Traffic Pumping.     Domestic Toll Fraud/Traffic Pumping Delivering phone calls to all areas of North America doesn’t cost the same for each area. Marketplace dynamics dictate that supporting remote or lightly popu

Polycom Obi Edition: Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope: The following document will guide you on manually provisioning a Polycom D230 Cordless Phone as an example.   Requirements: Polycom D230 IP Address of Polycom D230 Access to Manager Portal     Register Handset to Base Once the Handset is botted up, press the OK button > Scroll down to Settings > Press Registration. Hold the Find button

Force a Password Reset for a User

Published April 27th, 2023 by Marissa Orsini

Scope The following steps will allow you to reset a user password and send them an account recovery email. Intended Audience: All Users   Requirements Office Manager access or higher to the Manager Portal     Reset a Single User Log into the Manager Portal Click on the Users button At the far right of the user you want to reset click on the Edit ico

2022-09-03 - SJE Outage / Inbound/Outbound Calls/Device Registration (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: A hardware failure caused voice services on the SJE voice server to fail, causing failover of services to the ATL voice servers. Event Start Time: 2022-09-03 02:47 EST RFO Issue Date: 2022-09-08     Affected Services: Inbound calling Outbound calling Device Registration API based services Event Summary Our SJE core server suffered

Access Voicemail Remotely

Published April 27th, 2023 by Marissa Orsini

Scope: The following options will allow you to access your voicemail remotely.   Requirements: Portal Access (Office Manager or Above)     Using Auto Attendant A DID must already be routed to your Auto Attendant for this to function. The most common use is with a night hours AA. From your PBX portal click on the Auto Attendants button at the top Cli

Configure Offline Routing for a Call Queue

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The following article outlines how to configure offline routing for a call queue.   Requirements Office Manager Access to Manager Portal or higher   Enable Require Agents Option Log in to the Manager Portal Navigate to Call Queues Click on the queue that is being configured Navigate to Pre Queue Options and set Req

Send and Receive MMS via Call Queue from Manager Portal

Published April 26th, 2023 by Marissa Orsini

Scope: The following steps will show you how to send and receive MMS messages via the Manager Portal when handling Call Queue Messaging   Requirements: SMS-enabled DID   Portal access   Call Queue SMS Enabled   Supported MMS types: jpg, jpeg, gif     Note: MMS is currently only supported in the Manager Portal. MMS support for mobile apps will occur

Datagate: End of Month Procedures

Published April 24th, 2023 by Marissa Orsini

Before You Begin Have you checked the exceptions report and are happy with the results? Have you added all one-off transactions?  Do you need to update pricing on your rate cards and/or pricebooks?    If you have not answered yes to any of these questions, please go back to them before proceeding.   Check Usage for the Month This is a review of the

SNAPmobile iOS 3.2.2 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 3.2.2 of the SNAPmobile iOS app. Branded apps have already been pushed out to all applicable partners. You may follow these instructions to publish them or contact support for assistance.   Improvements When making an outbound call using the "Call with mobile" option, the user's DID will be u

Enable A Disabled Time Frame on a TOD Routing User

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines how to enable a disabled time frame for a TOD Routing user.   Requirements Office Manager Access to Manager Portal or higher  TOD Routing User   Log in to the Manager Portal Navigate to Users   Uncheck Hide System Users   The extension of the system user is the 11-digit phone number   Go to th

2020-02-15 - Outbound Call Failure (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Outbound Call Failure Event Start Time: 2020-02-15 13:24 EST Event End Time: 2020-02-15 14:15 EST RFO Issue Date: 2020-02-15 13:53 EST     Affected Services Outbound calling on voice Event Summary Outbound calling for all domains are receiving a 403 Forbidden. It is matching a "Deny All" rule despite configuration to the contrary.

Datagate: Update Invoice Remittance Details

Published April 23rd, 2023 by Marissa Orsini

Scope The following steps will show you how to update invoice remittance details.     Items Needed Access to Datagate     Select Settings after hovering your cursor over the drop-down arrow found on the top right-hand corner   Click on the Organisation option   Update anything from the Invoicing Details section.   Click the floppy disk to Save.    

Getting Started Guide

Published April 21st, 2023 by Marissa Orsini

Welcome to Your New Hosted PBX! As part of your new phone service, there are some items you will need to set up for each seat on the phone system.  Logging into Your Portal Using any web browser (Chrome preferred) navigate to the hosted PBX URL provided by your service provider.  In the welcome email you will receive your user name and a link to res

Call Recording

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines the process for enabling call recording on an extension and a call queue. Call recordings are stored for 30 days on a best-effort basis. If you need longer storage options, please contact your service provider.   Requirements Office Manager Access to Manager Portal or higher   Enable Call Reco

cnPilot R200/R201: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to configure a cnPilot R201 manually for use with your Hosted PBX service. Tested with Firmware S4.4.2-R2   Requirements: Access to cnPilot web GUI   Access to Manager Portal     Obtain SIP Credentials Log into Manager Portal  Navigate to Phones NOTE: Office Managers can navigate to Users > select the use

Enable Messaging (SMS/MMS) for a Call Queue

Published April 26th, 2023 by Marissa Orsini

Scope: The following steps will show you how to receive SMS messages via Call Queue.   Requirements: SMS-enabled DID   Portal access     Enable SMS on Call Queue Click on Call Queues. Click Add Call Queue . Enter a name Enter Extension using Reserved Number Space Example: 9100 Enter Site and Department (If Applicable) Type: Select any type, other th

Add Agents to a Call Queue

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The following article outlines how to add agents to a call queue. Agents may be added per user or per phone. If added per phone, the agent will ring only that device. Answering Rules for the user are applied to user agents in call queues.   Requirements Office Manager/Call Center Supervisor access to Manager Portal

Create a Meeting Room in SNAP.HD

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to create a meeting room in SNAP.HD. Meeting rooms allow users to move in and out of meetings without creating a new one every time. SNAP.HD is a billable feature. To enable this, please contact Client Success.   Requirements Basic User Access to Manager Portal or higher with SNAP.HD M

OneBill: Change Quantities on Existing Products

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to change the quantities of products for your customers.     Requirements Access to OneBill     Change Quantities Log in to OneBill  Go to the Subscriber Account Go to the Products Owned section.   Click on the + sign next to the product you are changing the quantity of.    Click the gear next to the produ

Install Progressive Web App for SNAPmobile Web

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The SNAPMobile Web - PWA (Progressive Web Application) allows users to install a standalone webphone to be used without requiring to open the manager portal to open the webphone.   Requirements Access to the Manager Portal   Basic User or higher user scope Supported OS'     ***While the PWA applet supports incoming

Faxbridge Troubleshooting Commands

Published May 16th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners, White Label Partners, Tier 1 Technicians and higher This document will show you advanced management commands which will help in diagnosing issues that a client may be having with their faxbridge.   Requirements Network access to Faxbridge Private IP of Faxbridge Putty or other SSH tool Admin password for Fa

Service Availability

Published May 1st, 2023 by Marissa Orsini

Scope Intended Audience: All Users This document serves to document all the locations where we may provide VoIP services. As we continue to grow, we will update this document.   Current Service Availability We require customers to have billing and service addresses within these countries. United States Canada Global Availability SIP services may be

Yealink: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to provision a Yealink desk phone manually for use with your service service. This has been tested with firmware 35.73.0.40   Items Needed Access to Yealink web GUI   Access to the Manager Portal (Office Manager or Above)     Obtain SIP Credentials Using any web browser log in to the Manager Portal  Click on

Yealink: Overrides

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners, White Label Partners, or Tier 1 Technicians & higher The below codes will allow you to set overrides in the program of Yealink phones.   Requirements Text editor   Access to NDP or Office Manager Access to Manager Portal     Yealink Administrator Guide http://support.yealink.com/documentFront/forwardToD

Datagate: Create a Product Template for Toll-Free Usage Bundles

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This document will show you how to create a bundle package for Toll-Free Usage in Datagate.     Requirements: Access to Datagate Toll-Free Usage Bundle Created Datagate: How to Create Bundles for Toll-Free Usage Scope Intended Audience: White Label Partners This document will show you how to  Scope Inten

Signs of SIP ALG or Double NAT

Published April 27th, 2023 by Marissa Orsini

Scope: The following steps will show you how to check a call trace if there is SIP ALG or Double NAT is occurring on the network. SIP ALG modifies SIP packets in unexpected ways, corrupting them and making them unreadable. This can give you unexpected behavior, such as phones not registering and incoming calls failing.   Requirements: Call Trace (Pr

OneBill: How to Add a Surcharge to Invoices

Published April 25th, 2023 by Marissa Orsini

Scope The following steps will show you how to add a cost recovery fee or any surcharge of your choice to invoices for your customers.    Requirements Access to OneBill   Log in to OneBill. Go to Pricing > Rules Click on the Bill Time Charge rule name. Click Add Rule. Enter the following information Bill Amount: Greater Than or Equal To.  Enter B

Zoiper 5 Desktop App

Published April 25th, 2023 by Marissa Orsini

Scope:   The following steps will allow you to configure the Zoiper softphone application for use with your hosted voice service.   Requirements: Windows or Mac Computer   Zoiper app   SIP Credentials   Access to Manager Portal     Download Zoiper Download Zoiper on your computer.   https://www.zoiper.com/en/voip-softphone/download/current Obtain yo

Contacts and Hours of Operation

Published April 21st, 2023 by Marissa Orsini

Our hours of operation vary per department. The Network Operations Center monitors network and service availability 24 hours per day, 365 days per year. Our remaining departments are listed below. All times are in Eastern Standard Time unless otherwise noted.   Customer Service Our Customer Service department is available to answer any questions reg

Mobile-X Direct VoLTE Migration

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Mobile-X Users Currently Not On Direct VoLTE Network This article outlines the process and expectations for Mobile-X users to be migrated to our Direct VoLTE Interconnect solution.     When will the migration occur? The migration will occur overnight on Thursday, June 23rd. On the morning of Friday, June 24th, clients must f

Delete a Domain

Published January 29th, 2024 by Marissa Orsini

Scope Intended Audience: White Label Partners and higher This article outlines how to delete a domain. Domain deletion is a permanent change and cannot be undone. If the domain is being deleted to be recreated, please notify support to ensure all required items are deleted on the backend.   Requirements Reseller access to the Manager Portal or highe

Getting Started with Managed Compliance

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This document outlines the migration process for starting Managed Compliance.   Requirements Addendum for Managed Compliance   Onebill or Datagate Billing Platform     What to Expect The onboarding process for Managed Compliance will vary on a few factors. If you have never filed previously, you will be

Setup and Installation of AudioCodes MP202x Native Fax ATA

Published April 25th, 2023 by Marissa Orsini

Scope This document will help you how to install an ATA to a Fax Machine.    Requirements Supported Native Fax ATA Note: This unit can only be used for faxing, it is NOT compatible with other devices. For ATA deployments, please use an FXO or FXA depending on requirements RJ45 Ethernet Cable  Power Supply  RJ11 Cable  Fax Machine   NOTE: All AudioCo

Polycom: Performing A Firmware Update

Published April 25th, 2023 by Marissa Orsini

Scope The following article will show you how to perform a firmware update from the Web GUI on a Polycom Phone   Requirements Access to phone Web GUI   Warning Only the firmware provided by NDP has been tested for full functionality. Generally, you only should upgrade firmware to resolve a certain issue or address a specific security concern. Otherw

Datagate: How to Delete Invoices

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to delete invoices that have been generated by mistake or have errors.     Requirements Access to Datagate     Navigate to Invoicing. Switch to Action Invoices.  Select invoice(s) in Generated and/or Gen. Failed statuses. Delete button will appear under the Actions dropdown.   Click on Delete invoice butto

Update App Version for Branded SNAPmobile App

Published June 9th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners and Tech 3 or higher  This article outlines how to update your branded SNAPmobile app on iOS & Android to the latest version. Requirements Access to https://developer.apple.com/account/ Access to https://play.google.com/console/developers iOS Log in to Apple Developer Console Select App Store Connect

Enable Voicemail for a User

Published April 27th, 2023 by Marissa Orsini

Scope: The following steps will show you how to enable Voicemail for a User.   Requirements: Access to the Manager portal     Enable Voicemail For User Using the top bar click on Users Click on the Edit icon next to the User you wish to modify, then select Voicemail Select the checkbox Enable Voicemail Click Save    

Datagate: How to Regenerate Invoices

Published April 24th, 2023 by Marissa Orsini

Scope You can regenerate customer invoices when the invoice status is Generate or Gen. failed. Regenerate invoice will generate the same invoice again with the same invoice number. This is useful if the initial generation failed or if there are any errors that need to be corrected.     Requirements Access to Datagate     Navigate to Invoicing.  Swit

TeamMate Connector Configuration Steps

Published April 26th, 2023 by Marissa Orsini

Scope This article outlines how to configure TeamMate Connector for a client to use Microsoft Teams with their phones.   Requirements Reseller access to the TeamMate Enterprise Provisioning Portal   Global admin access to Microsoft Admin Center   Reseller access to Manager Portal     Prerequisites for Configuring TeamMate Connector End users will wa

Good Cyber Hygiene & Best Practices

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document is intended to help customers practice good cyber hygiene and prevent fraud attacks.     Good Cyber Hygiene In today’s telecom environment, the same servers and computing hardware used for websites and databases are also used for IP-PBXs, voicemail systems, call-center platforms and Interactive Vo

Datagate: Set Up Authorized.net Integration

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to set up the Authorized.net integration and add your payment link to your email template in Datagate     Requirements: Access to Datagate  Access to Authorize.net     Log into Datagate  Hover over your UserID in the top right-hand corner of the screen and Click Sett

URL Call Popup

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to configure a URL Call Popup for any user.   Requirements Basic User Access to Manager Portal or higher  NOTE: Office Manager Access is required for initial configuration     Manager Portal Configuration Log in to the Manager Portal Click on Integrations Select the URL Call Popup tile

Datagate: How to View and Resolve Exceptions

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to view and resolve any exceptions or errors from invoices.     Requirements Access to Datagate     View Exceptions Report Open the main menu then click Files   Click the Generate button.   Click the Drop-Down arrow and click Errors by Period.   Choose the Period under Report Parameters.   Click Generate I

Add PBX to TeamMate Connector Enterprise

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners, Netsapiens Providers, & members of Client Success This article outlines how to add a PBX to a TeamMate Connector enterprise. The PBX is used to register users to the phone system. This step may only be completed after the client has finished their direct routing process.   Requirements Access to Tea

Grandstream: Screen Capture

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to take screen captures from any GXP series phone.   Requirements: This has been tested with firmware 1.0.8.50 and above.     Taking the Screenshot Press the Hold and Menu key simultaneously to take the screenshot. Accessing the Screenshot Navigate to the web page of your phone. Log in with the admin credent

Hot Desking / Hoteling

Published April 27th, 2023 by Marissa Orsini

Scope: Hoteling (also called office hoteling or hot desking) is the practice of providing office space to employees on an as-needed rather than on the traditional, constantly reserved basis. This reduces the amount of physical space that an enterprise needs, lowering overhead cost while (ideally) ensuring that every worker can access office resource

10DLC Non-Compliance Fees

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines the non-compliance fees imposed by carriers and MNOs for failure to follow 10DLC guidelines. All fines listed are passed directly from carrier to the end user or reseller.     Due to the hefty fines being imposed, the PBX will block any outgoing messages not associated with a valid Campaign ID

Grandstream: Upgrade Firmware via Web GUI

Published April 25th, 2023 by Marissa Orsini

Scope: This article will show you how to perform a firmware upgrade on Grandstream phones. New firmware versions will upgrade your phone with the latest bug fixes and features available to your phone model.   Requirements:   Phone Firmware File   Access to phone Web GUI     Download the Firmware Navigate to http://www.grandstream.com/support/firmwar

Modify Headers for a SIP Trunk

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners or higher This article outlines how to modify SIP headers for a SIP trunk for use with an on-premise PBX or ATA device.   Requirements White Label Access to Manager Portal or higher Existing SIP trunk     Log in to the Manager Portal Navigate to SIP Trunks Click on the desired trunk and go to the Header

Factory Reset AudioCodes MP-202B Native Fax ATA

Published April 25th, 2023 by Marissa Orsini

Scope This document serves as guideline on how to factory reset an AudioCodes MP-202B Native Fax ATA   Requirements Added as ATA device to a Native Fax account   Reseller scope or higher   Physical access or IP Access on the MP202 ATA Device     Factory Reset Manually  Disconnect the MP-202B Power cable Plug the Ethernet Cable to the WAN port on the

Enable SSO for a Domain

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners or higher This article outlines how to enable single sign on for a domain. This step is required for users to configure single sign on.   Requirements White Label Access to Manager Portal or higher       Log in to the Manager Portal Navigate to Domains Click Edit on the domain to enable SSO for Under the

2021-12-10 - ULC Outage / Inbound Calls (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: An outage affecting our ULC Brightlink caused inbound calls to Brightlink numbers to intermittently route to a testing message. Event Start Time: 2021-12-10 13:37 EST Event End Time: 2021-12-10 15:22 EST RFO Issue Date: 2021-12-10     Affected Services Inbound calls to some phone numbers with Brightlink from AT&T, Verizon, and

2021-03-16 - Call History Display Failure (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Intermittent failure to display call history and traces. Event Start Time: 2021-03-16 12:55 AM EST Event End Time: 2021-03-17 05:25 PM EST RFO Issue Date: 2021-03-17     Affected Services Call history and traces were intermittently unavailable on all cores. No disruption to call services occurred. Event Summary On March 16th, 2021

FreePBX: Connect a SIP Trunk

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to configure a SIP trunk between your hosted PBX and a FreePBX instance. This article was written using FreePBX 16   Requirements SIP Trunk Information (see Create a SIP Trunk) Existing FreePBX instance     Create SIP Trunk Using Chrome or Firefox navigate to the web console of the PBX

Install and Configure the Postman App

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners or higher This article outlines how to install and configure the Postman App with the PBX API.   Requirements OAuth Client ID and Client Secret (If you don't have this, create a support case)   Channel Partner Access to Manager Portal or higher   Existing Postman Account     Install Postman Postman has a web

IP Addresses & Ports

Published April 21st, 2023 by Marissa Orsini

Scope Intended Audience: All Users As a general matter, you will not need to do anything with these IP addresses, because the provisioning servers will take care of SIP Device configuration. We will provide you with domain names that will resolve to these servers as necessary.   IP Addresses for Voice Services Ensure that traffic is allowed from the

10 Digit Dialing

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article discusses the FCC Ten-Digit Dialing mandate and our response.      Background Due to overlapping exchanges, several rate centers have begun requiring the use of 10 digit dialing. In addition, several area codes have numbers that start 988 which conflicts with the National Suicide Hotline. As such,

Send a Welcome Email

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users The following steps will allow you to reset the user's password for portal access and reset the voicemail PIN.   Requirements Portal Access (Office Manager or Above)   User Name/Extension   User's Email Address     Log in to the manager portal  Click on the Users button on the top Navigate to the user who needs

Yealink T4xS: Connect a Jabra Engage 75 Using EHS36 or Micro USB

Published April 25th, 2023 by Marissa Orsini

Scope: This doc will show you how to connect and set up a Jabra Engage 75 to a Yealink T4xS using EHS 36 or Micro USB.   Requirements: Jabra Engage 75   Yealink T4xS   EHS 36 or Micro USB   Ethernet Cable   RJ11 Cable   RJ12 Cable     Connecting the Jabra Engage 75 (EHS 36) With everything out of the box and the Jabra connected to power, connect the

Frequently Asked Questions

Published April 21st, 2023 by Marissa Orsini

Why VoIP? Unlike on-premise phone systems, hosted VoIP systems never lose value. Just the opposite in fact. New features are released automatically every few months and you get the benefit. Is it complicated? Our VoIP phones are very intuitive with on-screen displays and easy menus. Our staff is ready to support and train you. We also have a fully d

Onboarding Call Guidelines

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This document outlines the questions information that should be including during an onboarding call for a new client     Confirmation Start by confirming the order.  Review what the client is getting started with and if they need to make any changes Confirm where invoices should be sent Name email  Confi

Datagate: Training Syllabus

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following topics are will what will be discussed during the Datagate WLP billing training.     Training 1 Settings Organizational Settings Invoices Tax Rates Tax Codes Payment Terms  Customers Adding a Customer / Syncing with CW / Syncing with Autotask Customer Export Agreements Service Items Product

VoIPMonitor: Filter and View Registration Logs

Published April 27th, 2023 by Marissa Orsini

Scope: This document will help you filtering registration logs (Active registered SIP users, Failed registrations and State changes) using VoIPMonitor.   Requirements: Access to VoIPMonitor with permission to see SIP Register.     Viewing Registration Logs Click on SIP Register. The SIP Register section has three tables - Active registered SIP users

Configure Autotask Integration with UC Integrator

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to configure the Autotask integration with UC Integration   Requirements Access to Datto Autotask PSA   UC Integrator Application with Unite License     Configure Autotask App Log in to Autotask Navigate to Admin > Extensions & Integrations by just hovering your pointer over the

2022-01-06 Partial Inbound Call Failures (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Core services restarted in SJE and ATL nodes Event Start Time: 2021-11-29 12:12 PM EST Event End Time: 2021-11-29 13:48 PM EST RFO Issue Date: 2021-11-30     Affected Services Inbound calling to some DIDs across all cores Event Timeline (All times 24-hour format, EST) January 6th, 2022 0837 - We began receiving reports of inbound

SNAPmobile iOS 3.2 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 3.2 of the SNAPmobile iOS app. Branded apps have already been pushed out to all applicable partners. You may follow these instructions to publish them or contact support for assistance.   Improvements In Call History, tapping on a call will now take you to the details page. Previously, it wou

2024-09-18 - LAS Outage (Resolved)

Published October 4th, 2024 by Marissa Orsini

Event Description: The LAS core server that provides voice services and device registration unexpectedly crashed causing temporary disruption to voice services on the LAS server. During this time calls and device registrations failed over to alternate servers successfully. Shortly after the successful failover to alternate servers, some phones were

2020-02-20 - Fax Outage (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Faxing Outage Event Start Time: 2020-02-20 10:53 EST Event End Time: 2020-02-20 11:19 EST RFO Issue Date: 2020-02-20 11:16 EST     Affected Services Affecting all Faxing on mFax (Fax Services, Fax Bridges, and Number Provisioning) Event Summary All Faxing services experienced an outage. Event Timeline (All times 24-hour format, ES

Native Fax: Send a Fax From Email

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label PartnersOne of the main features of Native Fax is the ability to send and receive faxes right from your email. Below you will find instructions on how to do this.   Requirements: This feature will only work from an email address associated with an enabled fax account in our system.    Addressing the Email Using a

Faxbridge Troubleshooting Steps

Published May 16th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners, White Label Partners, Tier 1 Technicians and higher This document will show some general specific troubleshooting steps to try when a faxbridge is having some issues.   Requirements Network access to Faxbridge Private IP of Faxbridge Putty or other SSH tool Admin password for Faxbridge   General Troubleshoo

Outbound Call Troubleshooting

Published April 27th, 2023 by Marissa Orsini

Scope: The following are tips for troubleshooting failed outbound calls.   Requirements: Access to PBX call history   Access to web GUI of phone       Obtain Basic Information Numbers involved Extensions involved Time of the call Check PBX Call History Check the domain's call history. If the call is hitting our switch then we would show an entry in

Datagate: How to Add an Alias for Usage

Published April 25th, 2023 by Marissa Orsini

Scope The following steps will show you how to add an alias to your customer for usage to be calculated.     Requirements Access to Manager Portal   Access to Datagate     Go to the customer in Datagate  Go to the Service Items Tab   Click the + button  Enter the following information: Service Item: Enter the name of the domain for this customer acc

Datagate: Generate Invoices for the Month

Published April 24th, 2023 by Marissa Orsini

Scope In this process, you can generate/regenerate transactions(recurring) for all the customers, group of customers or individual customer for the selected period.     Requirements Access to Datagate     Navigate to the Invoicing page via the main menu   In the Generate Invoices tab, select a To Date (date which you want to generate invoices up til

OneBill: How to Add and Edit Subscriber Sites

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to add and edit subscriber sites in OneBill for billing, taxes, and usage purposes.     Requirements: Access to OneBill     Add Subscriber Sites Log in to OneBill   Go to Customer > Subscribers   Click the Subscriber   Click Address on the top right   Click +Create New Address   Enter the Address and cl

Troubleshooting Poor Call Quality

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners and higher This article outlines the steps to follow when troubleshooting poor call quality.   Requirements Access to Manager Portal   Access to VoIPmonitor (White Label Partners or higher)   Access to PingPlotter or PingPlotter Cloud     Obtain Basic Information When investigating call quality complaints, i

Configure Missed Call Email Notifications

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document outlines how to configure missed call email notifications to a user's email address   Requirements Access to Manager Portal     Using the top bar click on Users Click on the Edit icon next to the User you wish to modify, then select Voicemail Scroll down to Unified Messaging and enable Send Email

Datagate: How to Email Invoices

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to send out invoices that have been generated to customers.     Requirements Access to Datagate   Generated Invoices       Navigate to Invoicing.  Go to the Action Invoices Tab   Select invoice(s) in Generated status. Email selected button will appear under the Actions dropdown.   Click on Email selected i

Datagate: Tax Report

Published April 25th, 2023 by Marissa Orsini

Scope The information below is to help you understand the SureTax Tax Report from Datagate     Revenue: is the Product amount that is showing in Datagate Tax Rate: is the percentage of each taxes. This varies by state. Tax: This amount is sum of Sales Tax Federal and Local Taxes and Surcharges Revenue Base: the sum of Revenue and Sum of Tax Column

Taxes and Fees

Published April 25th, 2023 by Marissa Orsini

Scope This article states common taxes and fees you can find on your invoice and their descriptions.     Cost Recovery Surcharge Cost Recovery Surcharge is not a government tax, but a fee collected and retained to recover government compliance costs, charges imposed by other carriers for calls between our customers and theirs, and by 3rd parties for

OneBill: Create a New Product

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to create your own products.      Requirements Access to OneBill   Taxation Integration Set Up     Go to Pricing > Products   Go to the Your Products Tab   Click on Create Product   Under Product Info, enter the following information Product Name: This is the name of the product as it appears in the cat

Exporting Yealink Diagnostic Files

Published April 25th, 2023 by Marissa Orsini

Item(s) Needed: - Access to Yealink Web GUI Find the IP Address of the Yealink Phone From the Yealink phone select Menu Select Status Select Network Select IPv4 Status Take note of the IP address for the next steps Exporting Diagnostic Data Using any web browser navigate to the IP address from the above step Log in. The default credentials for  our 

Android Native Phone App

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to configure the Android phone application for use with your Hosted PBX service.   Requirements: Android OS 4.1.1 or higher SIP Credentials -  Find how to get them here     Account Setup Open the Phone application Select the ellipses menu at the top right Select Settings Select Calls Select Calling accounts

Datagate: Set Up Xero Integration

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to set up the Xero integration in Datagate.   Requirements: Access to Datagate   Access to Xero   Log into Datagate Hover over your UserID in the top right-hand corner of the screen and Click Settings Click Integrations Click Connect for the Xero integration (a new w

Ensure Calling plan is Disabled for Microsoft Business Voice

Published April 25th, 2023 by Marissa Orsini

Scope:  This document will show you how to ensure that a calling plan is disabled for Microsoft Business Voice.   Requirements:  Access to Microsoft Admin Center.     Problem If you are using a Group A User license, you will require a Phone System add on. The Microsoft Business Voice (MBV) license is an excellent Add on but requires that the calling

Create New TeamMate Enterprise

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners, Netsapiens Providers, & members of the Orders department This article outlines the process for adding an enterprise to TeamMate Connector. Each client is considered an enterprise.    Requirements Access to TeamMate Reseller Provisioning Portal   Client's Global Admin Email address     Log in to the

Create a Call Queue

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The following steps will allow you to create a Call Queue. This feature allows PBX administrators to manage high traffic call flows. This feature is sometimes called an ACD (which stands for Automatic Call Distribution). When all lines are in use for the company or group, you can place the caller in queue until the

Recommended Fraud Mitigation Best Practices

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document is intended to help customers to reduce their fraud attack surface and help them take measures to protect themselves, including their connections to the PBX, This document is not all-inclusive and can’t guarantee that the recommended best practices will stop all fraud. The intent is to provide a f

Briostack Call Popup

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to configure and use the Briostack Call Popup integration.   Requirements Basic User Access to Manager Portal or higher  NOTE: Office Manager access is required for intial configuration   Access to the briostack platform to receive call popups   PBX extension number must match briostac

Provisioning: Global One Time Password

Published April 25th, 2023 by Marissa Orsini

Scope  Instruction on how provision a device using the Global One Time Password for configuration file authentication.   Requirements Access to Brand Redirection server.    Access to the Device   Global One Time Username and Password.      Information A global one time password, is used to authenticate the device's request for a configuration file f

Add Comfort Message to a Call Queue

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users After creating a call queue, you may wish to add messages at intervals of their on-hold experience. This article outlines how to add messages to a call queue.   Requirements Office Manager Access to the Manager Portal or higher   Navigate to the Call Queue screen and select the Edit MOH icon across from the call qu

Assign UC Integrator License

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: CSE Department for Client Success This article outlines how to assign a UC Integrator License for a user. Each license type is defined here.   Requirements Domain & Users to assign licenses to License type for each user NMS Access     Log in to NMS Navigate to System > Settings > Advanced > UI Config Click Add C

Allow and Block Calls

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines how to allow and block calls to an extension in the Manager Portal.   Requirements Basic User Access to Manager Portal or higher  NOTE: Basic Users may only allow or block calls for themselves. Site Managers or higher may allow and block calls for other users   Log in to the Manager Portal Nav

Deleting TeamMate Connector Resellers and Enterprises

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners, Netsapiens Providers, & members of the Orders department This article outlines how to delete a reseller or an enterprise. There is a "trash bin" that resellers and enterprises go into when they are deleted.   Requirements Master Reseller or Reseller dashboard   Log in to the TeamMate Reseller Provis

Change Auto Attendant Greeting

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The following article outlines how to upload and modify the greeting for an Auto Attendant.   Requirements Office Manager access to the Manager Portal or higher  If uploading a pre-recorded greeting, the file must be a wav or mp3 format.   Add Intro Greeting (Optional) The intro greeting is an optional message that

Porting Checklist

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users Local Number Portability (LNP) enables customers in the United States to port their existing telephone number/s (traditional or VOIP-based) from one phone service provider to another.     Things to remember when porting telephone numbers: The losing carrier is not happy that a customer is leaving. The losing ca

Snom D series: Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope: The following document will show you how to remote provision a Snom D series desk phone.   Requirements: Access to Snom web GUI Access to Manager Portal Phone's MAC address must already have been added to a user in the Manager Portal Global Username and Password provided by Support.      Configure Snom Phone Using any web browser navigate to

Cisco: Remote Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users The following steps will allow you to provision a Cisco desk phone manually for use with your Hosted PBX service.   Requirements Access to Cisco web GUI If you or your provider has not already done so,  Add Your Device to the Manager Portal Global Username and Global Password provided by support.      Find IP A

Polycom: Manual Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Client or T1 or higher   The following steps will allow you to manually provision a Polycom desk phone via Phone UI. For TLS Provisioning visit HTTP Provisioning over TLS     Requirements Access to the phone or web GUI It is highly recommended to Factory Reset the handset before provisioning Phone's MAC address must have alr

Fax Result Codes

Published April 25th, 2023 by Marissa Orsini

Scope This document explains how to access error codes and fax result codes from the mFax portal and their definitions.   Requirements: Login credentials to mFax Portal     Access Error Codes Go to History Select the ellipses menu and go to Info for a specific call The Fax Result Code will indicate the fax's final status upon failure. Fax Result Cod

2022-03-10 - ULC Outage / Outbound Calls (Ongoing)

Published April 20th, 2023 by Marissa Orsini

Event Description: An outage affecting our ULC Brightlink caused outbound calls through Brightlink numbers to fail intermittently. Event Start Time: 2022-03-10 13:15 EST RFO Issue Date: 2022-03-10   Affected Services Outbound calls made through Brightlink across all cores. Event Summary One of our underlying carriers, Brightlink, was affected by an

Text Messaging SPAM

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document is intended to help customers to reduce their fraud attack from Text Messaging SPAM.     Text Messaging SPAM Text messaging is a very convenient mode of simple and fast communication. Messages sent out via public networks to end users are required to comply with all relevant laws and regulations,

Obtain a Call Trace

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners, Channel Partners, & Tier 1 technicians or higher The following steps will allow you to obtain a call trace for the purposes of troubleshooting a call. Call traces provide key data necessary to provide an expedient resolution for many issues.   Requirements Access to Manager Portal     Log in to the

Digium IP Phone Configuration

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users In this article, we will show you how to remotely manually register your Digium IP Phone to our system.   Requirements Digium phone removed from previous Asterisks system or disable the system itself. The device must be added as a SIP Phone in the Manager Portal. Add a SIP Phone. Gather the IP Address from the

Create Time Frames

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines how to create time frames. Time frames are used in conjunction with Answering Rules to configure call routing for a phone number or extension.   Requirements Basic User Access to Manager Portal or higher  NOTE: Basic Users may only create time frames for themselves. Office Managers and higher

Removing users from the Mfax suppression list

Published April 25th, 2023 by Marissa Orsini

Scope This document will show you how to remove a user from the Mfax suppression list.     Requirements: Admin account on Mfax     Removing user from the suppression list   Login into Mfax. Locate the user. (You will know if a user is suppressed if it has the deny symbol on it.)  Click on the gear icon to go to the settings of the user. Scroll down

How to Complete the Channel Partner Commission Form

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners The following steps will show you how to complete the channel partner commission form.     Requirements Access to Partner Central Bank Routing and Account Information     Log in to Partner Central. Click on the Sales Hub tab at the top. Scroll to the section above the Product Datasheets and select Channel Pa

Create a SIP Trunk

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners or Client Success Department This article outlines how to create a SIP trunk for use with an on-premise PBX or ATA device.   Requirements White Label Access to Manager Portal or higher IP Address of the PBX Existing domain for client     Log in to the Manager Portal Navigate to SIP Trunks Click Add SIP T

Change User Scope

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article shows the exact steps on how you can change the User's Scope (Permission) of a user. A full user scope overview can be found here   Requirements Office Manager Access to the Manager Portal or higher     Log into the Manager Portal Enter the domain in which the user is on Once in the domain, click o

Partner Central: Complete a Quote Request Form

Published June 8th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners This article will take you through the quote request form to build a new proposal for a client.   Requirements Access to Partner Central   Start a New Quote Request Log in to Partner Central Start a New Quote Request by opening the Quote Request Dashboard in My Hub or the Sales Hub  Customer Information Part

Limited Support Devices

Published April 21st, 2023 by Marissa Orsini

Scope Intended Audience: All Users Due to various factors there are certain devices that are either prohibited, or not supported on the platform. The list below is meant solely as an example and is not to be considered a complete list of devices.   Limited Support Devices We will be unable to provide support for the below items and recommend reachin

Snom M100: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Client or T1 Technician and Higher The following article will go over manually registering a Snom M100 base station.   Requirements: Access to Snom web GUI   Access to Manager Portal     Obtaining Registration Information Log into Manager Portal  Navigate to Phones NOTE: Office Managers can navigate to Users > select the

Project Ports

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This doc will show you the necessary steps to submit a project port    Requirements Complete the Project Port Template excel sheet   CSR / Invoice   Minimum of 3 weeks for requested FOC date   Minimum of 100 Telephone Numbers (TNs) per losing carrier SPID/underlying carrier   Submit a request to the port

Algo: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following document will show you how to manually configure an Algo device.   Requirements: Access to the web gui for the device   Access to Manager Portal     Obtain Your Softphone Information Log into Manager Portal. Navigate to Phones NOTE: Office Managers can navigate to Users > select the user > Phones Select Add Phone and selec

OneBill: Delete a Contact

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to delete a contact from a onebill subscriber profile.     Requirements Access to OneBill     Navigate to the subscriber profile. On the top right, Click on Contacts Select the elipsis on the contact you want to delete. Click on Delete A big pop up will ask you if you are sure you want to delete. Click Yes

Enable Call Forwarding

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines how to turn call forwarding on or off for an extension via a phone or the manager portal.   Requirements Basic User Access to Manager Portal or higher (if Forwarding from Portal)  NOTE: Basic users may only configure call forwarding for their own user. Site Managers or higher may turn on forwa

Answering Rules

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article explains answering rules and how they work in conjunction with time frames on users and phone numbers to accomplish call routing.   Requirements Basic User Access to Manager Portal or higher   NOTE: Basic Users may only modify their own answering rules. Site Managers and higher may modify answering rul

GS Wave Lite Mobile App

Published April 25th, 2023 by Marissa Orsini

Scope This document will allow you to configure the GS Wave softphone application for use with your hosted voice service   Requirements IOS or Android phone GS Wave app from iTunes or Google Play store SIP Credentials -  Find how to get them here     Download GS Wave Lite  Download and install Grandstream Wave Lite from the App Store here  Download

Enable SMS with TeamMate Connector

Published April 3rd, 2024 by Marissa Orsini

Scope Intended Audience: Netsapiens Providers This article outlines how to configure and enable SMS with TeamMate Connector. Please note SMS cannot be enabled with both the Manager Portal and TeamMate Connector at this time. It must be configured with one or the other.    Requirements Existing TeamMate Connector Enterprise   Import SMS Phone Numbers

Group Chat

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users The following article will show you how to use Group Chat with other domain users in the Manager Portal.   Requirements Access to Manager Portal     Contact Status Icon Green Icon  Contacts displayed with a green dot are available. Blue Icon Contacts displayed with a blue dot are available to chat in the portal

OneBill: Create Agent Settlements Policies and Link to Products

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to create settlement policies for your agents and link them to your products in OneBill     Requirements Primary Partner Access to OneBill     Log in to OneBill Click Channels > Settlement Policies   Click Create Policy   Complete the following information Policy

Configure Voicemail to Email

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The following document will show you how to setup voicemail to email on a user.   Requirements Intended Audience: All Users Manager Portal Access  Note: If updating another user you will need to have the user scope of Office Manager or above   Configure Voicemail to Email for Another User Log in to the Manager Port

SNAPmobile Android 3.3 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 3.3 of the SNAPmobile Android app. Branded apps have already been pushed out to all applicable partners. You may follow these instructions to publish them or contact support for assistance.   Bug Fixes 3.3.0 App crashes when displaying the host ID dialog.   App crashes when the user answers a

Setup and Installation of ReadyNet QX300 Native Fax ATA

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article will show you how to setup your ReadyNet QX300 Native Fax ATA out of the box. A QX300 is used to sync your fax machines with your Native Fax service, eliminating the need for POTS (analog) lines. Setup is quick and easy.   Requirements A ReadyNet QX300 Native Fax ATA     Front of QX300 Back of QX30

OneBill: IP Addresses to Whitelist for IPPay

Published April 23rd, 2023 by Marissa Orsini

Scope The following IP Addresses will need to be whitelisted by IPPay so that you can process payments through OneBill.      54.85.33.91  54.209.128.233  54.209.34.20  54.88.188.201  54.86.251.66

Grandstream: BLF Key Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to configure BLF and Speed Dial keys on your Grandstream IP phone.   Requirements: LAN access to your Grandstream IP phone     e Keys > Virtual Multi-Purpose Keys The buttons for the phone will appear in numbered order going down the left side then down the right side. It is recommended to leave line 1 as

Provisioning Extra Lines to a Yealink Base Station

Published April 25th, 2023 by Marissa Orsini

Scope: This document will show you how to register a Yealink handset to a Base Station.   Requirements: Office Manager access to the PBX Portal   Mac Address and model of the Yealink Base Station     Adding Additional Lines to the Base Station Login to your manager portal Once Logged in Navigate to Inventory Click on Phone Hardware Click on the Edit

Polycom Zero Touch Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope The following steps will allow you to provision a new or factory reset Polycom phone to NDP servers without any prior configuration. This is most commonly used in cases where you must direct ship a mass amount of new phones to a customer. The first time the phone boots it will seek out the Polycom ZTP service and get redirected to our provisio

SNAPmobile Web: Troubleshooting Registration Issue

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Tier 1 Technicians or higher The following document will outline steps to potentially resolve issues with the SNAPmobile Web and potentially give you an understanding on what to do to solve the issue.  Gather logs and escalate to a T2 or higher once you have identified the issue.   Requirements: Access to the Manager Portal 

Setup and Installation of FaxBridge

Published April 25th, 2023 by Marissa Orsini

Scope This article will show you how to setup your FaxBridge out of the box. A FaxBridge is used to sync your fax machines with your mFax service, eliminating the need for POTS (analog) lines. Setup is quick and easy.     Requirements: A FaxBridge device     Front of FaxBridge Back of FaxBridge Package Contents mFax FaxBridge RJ11 telephone cable Ca

Datagate: How to Export Invoices to Xero

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to export invoices from Datagate to Xero.     Requirements Access to Datagate   Xero Integration     Export of Invoices via Dialog Box Log in to Datagate  Navigate to Invoicing    Switch to Action Invoices   Change Invoice status to Sent Manually Note: Invoices canno

2021-05-04 Poor Call Quality (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Poor call quality for certain customers hitting Atlanta datacenter over a specific link. Event Start Time: 2021-05-04 Event End Time: 2021-05-13 RFO Issue Date: 2021-05-13     Affected Services Inbound and outbound calling for some customers Event Summary We received reports of poor call quality from various customers across sever

SIP Phone Connections

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The following guide will show you how to connect your SIP phone   Grandstream Connect to PC Connect to LAN Connect to Power Connect to Headset Connect to Handset Yealink Connect via USB Connect to PC Connect to LAN Connect to Power Connect to Headset Connect to Handset Polycom Connect via USB Connect to Power Conne

Datagate: Set Up Quickbooks Online Integration

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to set up the Quickbooks Online integration in Datagate.     Requirements Access to Datagate   Access to Quickbooks Online      Log into Datagate  Hover over your UserID in the top right-hand corner of the screen and Click Settings   Click Integrations   Click Connec

10DLC: Assign SMS Number to a Campaign

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to assign an SMS number to a 10DLC campaign. This is required to allow A2P Messaging.   Requirements Office Manager Access to Manager Portal or Higher Existing Campaign     Assign SMS Number Log in to the Manager Portal Navigate to Inventory Select the SMS Numbers tab Edit the desired

Unlawful Robocalls (Within North America)

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document is intended to help customers to reduce their fraud attack from unlawful robocalls.     Unlawful Robocalls (Within North America) In November 2017, the Federal Communication Commission (FCC) issued a report and order that described a number of specific types of robocalls considered to be unlawful.

Test E911 Registration

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to test 911 registration to verify a user's Emergency Caller ID and service address are configured properly.   Requirements Emergency Caller ID must be set on user and registered     Place Test Call Using any hosted phone dial 933. You will receive a message with the current registrati

Find Your Public IP Address

Published April 27th, 2023 by Marissa Orsini

Scope: This document will explain how to check your public IP address.   Requirements: Internet Access     Find Your Public IP Address Open any browser Go to https://www.ipchicken.com/ Copy the listed IP address    

Remove E911 Number From Manager Portal

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This article outlines how to deprovision an e911 number in the manager portal if needed.   Requirements White Label Access to the Manager Portal     Deprovision Emergency Number Log in to the Manager Portal Navigate to Inventory Go to the Emergency Numbers (Legacy) tab Next to the number to deprovision,

OIT Connect - Join Beta Program

Published April 25th, 2023 by Marissa Orsini

Scope: This document will show you how to join the Beta program of OIT Connect for both IOS and Android.   Requirements: IOS or Android   Access to Google Play or App Store     IOS Download Testflight on your iPhone. Once download, click the following link to install the Beta: https://testflight.apple.com/join/hONLcTPv Install the app. If you alread

Datagate: Export Invoices to HaloPSA

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to export your Datagate invoices to HaloPSA.   Requirements Access to Datagate Access to HaloPSA Set Up HaloPSA Integration Completed Products Created in HaloPSA   Log in to Datagate Navigate to Invoicing   Switch to Action Invoices   Change Invoice status to Sent Ma

Grandstream: Attended Transfer

Published April 25th, 2023 by Marissa Orsini

Scope: An Attended Transfer is where a caller is announced to the receiving party before sending the call. The following steps will allow you to complete an Attended Transfer using your GXP21xx series phone.   Requirements: One or more simultaneous calls      Attended Transfer While on the first call, press your Line 1 key. This is the top left key

Aastra: Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope  The following steps will allow you to remotely provision an Aastra deskphone.   Requirements   IP Address of phones   Web GUI login (default is admin/22222)     Find the IP Address of the phone Press the Settings button on the phone Select Status Navigate to Network Note the IP address of the phone Set the Provisioning URL Navigate to the IP

Quick Response to a Compromised User/Device

Published April 27th, 2023 by Marissa Orsini

Scope: The following steps will allow you to quickly response if a user/device is suspected to have been compromised.     Requirements: Access to Manager Portal (Reseller and Higher)     What to do if a user/device credentials are compromised. Set user permission to Deny All Log in to the Manager Portal and navigate to Domains Navigate to Users and

Configure Holiday Routing

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines the process for configuring Holiday Routing. The PBX does not have a function for recurring holidays, so it is recommended to review this routing at least once per year to ensure it is configured correctly.    Requirements Office Manager Access to Manager Portal or higher   Create Holiday Time

Perform a Firmware Update on a Faxbridge

Published May 16th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners, White Label Partners, Tier 1 Technicians and higher This document will teach you step by step, how to perform a firmware update on a fax bridge using PuTTY.   Requirements Network access to Faxbridge Private IP of Faxbridge Putty or other SSH tool Admin password for Faxbridge Access to mFax   Gather IP Log

Add Ringback to a Call Queue

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users When creating a call queue, the option to select ringback instead of music on hold is given. Once the queue is created, that option is no longer available. This article outlines how to add ringback if music on hold is selected at creation.   Requirements Office Manager Access to the Manager Portal or higher Ringbac

Create Mobile-X Messaging Gateway

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Tier 2 Technicians and higher This article outlines how to create a messaging gateway for a group in Mobile-X. Messaging Gateways are required in order to send and receive text messages.     Requirements Access to Mobile-X Control Panel PBX Domain of Client Access to NMS Access to Hudu     Create Mobile-X API User Log in to

Conference Controls

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the controls for an Audio Conference leader in order to manage participants.     Star Code Application Description [*]6 Toggle Mute Toggle Mute On/Off [*]70[+]Participant's number[+]# Add and Call Participant add PSTN number or Extension to the conference. Must be followed with # to work c

Unable to Receive 2FA Codes to SMS Number

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the reasons why some  brands do not send allow the sending of 2FA codes to VoIP numbers.     If you didn’t receive a two-factor authentication (2FA) message, a.k.a. multi-factor authentication (MFA) or security code, on your number, it could be because the brand you requested it from doesn

Grandstream: Call Park Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: This guide uses the Directed Call Park method by configuring a Grandstream Multipurpose Key (MPK) to transfer a call to a directed park orbit. The MPK Key on a Grandstream phone may be configured via the device's web UI, SNAPbuilder,  or by remotely provisioning the phone using overrides in the Provisioning Server (NDP).   Requirements: Acces

v43 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 43.1 and 43.1.2 of the Manager Portal.    Manager Portal New Features v43.1.1 Adds support for announcements within Music On Hold. There are 3 types of supported announcements: Audio Files / Text To Speech, Caller Position, and Estimated Wait Time. More Info: Music on Hold Added ability to di

User Scope Overview

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The following article will provide you with an overview of the permissions various scopes have available.   Permission No Portal Simple User Basic User Call Center Agent Call Center Supervisor Site Manager Office Manager Home ✕ ✓ ✓ ✕ ✕ ✓ ✓ Call Center ✕ ✕ ✕ ✓ ✓ ✕ ✕ Conference(s) ✕ ✕ ✕ ✕ ✓ ✓ ✓ Answering Rules ✕ ✕ ✓

Datagate: Set Up IPPay Integration and Payment Options

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to set up the IPPay integration and payment options in Datagate     Requirements Access to Datagate   Access to IPPay     Log into Datagate  Hover over your UserID in the top right-hand corner of the screen and Click Settings   Click Integrations    Click Configure f

Create Mobile-X Subscribers

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners or Client Success Team This article outlines how to create a subscriber in Mobile-X. Each subscriber corresponds to an extension in the PBX.   Requirements Access to Mobile-X Control Panel User's PBX SIP Credentials Existing Mobile-X Group Phone Number for Subscriber     Create Subscriber Log in to Mobil

SNAPmobile Android 3.1 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 3.1 of the SNAPmobile Android app. Branded apps have already been pushed out to all applicable partners. You may follow these instructions to publish them or contact support for assistance.   Improvements Added a Microphone Gain control option to Menu > Settings > Adjust microphone gain

Reset and Recycle a User

Published April 27th, 2023 by Marissa Orsini

Scope The following steps will allow you to reset a user account for a new employee. Below are options for resetting a single user or multiple users as needed. Use caution. These actions are not reversible.   Requirements   Access to Manager Portal     Reset a Single User Log into the Manager Portal Click on the Users button At the far right of the

Call History

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to access and review call history for end users.   Requirements Access to Manager Portal  NOTE: Simple Users, Basic Users, and Call Center Agents may only see their own call history. Office Managers and higher may see call history for all users.     Filter Call History Log in to the Ma

Site Manager Overview

Published April 27th, 2023 by Marissa Orsini

Scope: This document outlines the concept of sites and site managers.   Requirements: Access to Manager Portal     Sites A “Site” is a configurable group of Users and applications inside a domain. Allows for another level of granularity of management providing more flexibility and access to larger organizations/domains.  A “Site” can be tagged to a

Configuring Site Level Defaults

Published April 27th, 2023 by Marissa Orsini

Scope: This article will show you how to configure site defaults.   Requirements: Access to Manager Portal     Configure Sites Login to the PBX portal and navigate to the domain you are trying to edit. Once Logged in navigate to the Users tab and click on Sites. Now here click on Add Site.  This will prompt you to add and configure the new site. Edi

Enable SIP Signalling over TLS

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners or Higher This document provides a list of overrides that you will need to enable SIP Signalling over TLS   Requirements White label access to the Manager Portal     Overview Our core servers support TLS (Transport Layer Security) which is a form of encrypting communication for SIP Signalling between the

Caller ID Prefix

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to configure a Caller ID prefix on incoming calls. Caller ID Prefixes prepend a string to the incoming caller ID on a call in order to differentiate between calls from other sources.   Requirements Office Manager Access to Manager Portal or higher     Set CID Prefix on Phone Number Log

Datagate: View and Export Customer Usage

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to view the usage for your customers.     Requirements Access to Datagate     Navigate to the customer  Click the Usage Tab   Select Agreement from the dropdown  Select Period from the dropdown.  Select Service from the dropdown to view relevant usage   Click Export all button - usage will be exported and

Datagate: How to Assign Rate Cards for Usage

Published April 24th, 2023 by Marissa Orsini

Scope The customer Assignments page is used to assign Rate cards to a customer for usage to calculate.     Requirements Access to the Datagate Portal     Assign Rate Card to Customer Click on Customers in the main menu   Click on the Customer Code or Name link in the customer list table  Click on Assignment tab    Click + Button  Select the followin

Snom: C series Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following document will show you how to manually provision Snom C series phone.   Requirements: Access to Snom web GUI Access to Manager Portal Phone's MAC address must already have been added to a user in the Manager Portal     Configure Snom C620 Phone Using any web browser navigate to the IP address of the phone. Click on the System ta

Cisco: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to configure a Cisco desk phone manually for use with your Hosted PBX service.   Requirements: Access to Cisco web GUI   Access to Manager Portal     Obtain SIP Credentials Log into Manager Portal  Navigate to Phones NOTE: Office Managers can navigate to Users > select the user > Phones Select Phone In

Datagate: Generate a Credit Note

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to create a credit note for sent invoices.     Requirements Access to Datagate     Navigate to Invoicing.  Switch to Action Invoices.  Select invoice(s) in Sent or Sent manually status. Create Credit Note button will appear under the Actions dropdown.   Click on Create Credit Note button, Credit Note gener

DNS Records

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners Several DNS records need to be created for the successful use of our platform. This must be done in advance of obtaining an SSL certificate   Requirements Do not use Cloudflare Proxies or any other caching service. They will prevent certain features from functioning properly. Disabling Cloudflare Proxies

Troubleshooting Not Provisioned e911

Published April 27th, 2023 by Marissa Orsini

Scope: This document serves as a guideline on what to look for when OMP shows that all previously provisioned e911 is unprovisioned   Requirements: Access to dashboard.dashcs.com SSH Access on Core Servers T3 Skills Required     e911 Summary As of writing this KB, e911 is provisioned with Bandwidth.  It makes api calls to their emergency service. Tr

Phishing Scams (IRS, SSA, Vacations, Student Loans etc.)

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document is intended to help customers to reduce their fraud attack from Phishing Scams (IRS, SSA, Vacations, Student Loans etc.).   Phishing Scams (IRS, SSA, Vacations, Student Loans etc.) There are companies out there that have product teams, engineering teams, and even billing teams that exist solely fo

OneBill: Create a New Reseller User

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to create a user in your OneBill portal for another employee within your company.     Requirements Access to OneBill     Log in to OneBill Hover over Sys Admin and select Users & Roles.   Click Create New User.   Enter the following information: First Name Last N

Grandstream: Manually Register HT8xx

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End User This article details the process of manually registering any Grandstream HT8xx ATA's FXO and FXS ports.   Requirements Access to the Manager Portal Access to the HT8xx's web GUI (can be accessed via IP address; steps to locate the IP can be found at the top of this KB article) Device added to a user in the Manag

OneBill: Create a New Agent Account and Link to a Subscriber

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to create a new agent account and link them to your subscriber in your OneBill Portal     Requirements Access to OneBill   Agent Settlement Policies Created     Log in to OneBill Navigate to Channel > Agent   Click Create Agent   Complete the following Business Na

Datagate: Set Up ConnectWise Manage Integration

Published April 23rd, 2023 by Marissa Orsini

Scope The following steps will show you how to set up the integration in Datagate to bring customers over and export invoices.     Items Needed Access to Datagate CW API User Created using these permissions: Datagate: ConnectWise Manage API User Permissions Scope The following will show you the permissions needed for the ConnectWise Mana Scope The f

2019-11-22 - ACS001 Core Failure (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: ACS001 Crash Event Start Time: 2019-11-22 11:42 PM EST Event End Time: 2019-11-23 01:29 AM EST RFO Issue Date: 2019-11-25     Affected Services Phones registered to Atlanta lost registration. Devices configured with SRV or UDP failed over. Devices configured as TCP or manually registered to core1-atl did not regain registration. E

Postmark - Troubleshooting Email Delivery Issues

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: Tier 2 Technicians and higher This document is intended to help customers to troubleshoot email delivery issues with Postmark.     From time to time our clients who use Postmark will contact us to troubleshoot email delivery issues. The steps to troubleshoot the problem are usually the same no matter what the cause. We’d lik

Audio and Video Recommendations

Published June 2nd, 2023 by Marissa Orsini

Scope Intended Audience: Anyone Whether meeting with coworkers, family, or clients, it is important that your audio and video create the best presentation possible. There are many ways to get a favorable result. Below are tips for achieving the best result including some equipment that I recommend.   Lighting Lighting is the most important part of y

Native Fax: Send a Fax From Email - OITVOIP

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners and Channel ClientsOne of the main features of Native Fax is the ability to send and receive faxes right from your email. Below you will find instructions on how to do this.   Requirements: This feature will only work from an email address associated with an enabled fax account in our system.      Addressing

Create a Meeting in SNAP.HD

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to start a meeting in SNAP.HD. SNAP.HD is a billable feature. To enable this, please contact Client Success.   Requirements Basic User Access to Manager Portal or higher with SNAP.HD Meeting or SNAP.HD Webinar License     Log in to the Manager Portal Click on Apps Select SNAP.HD Click 

10DLC: Types of Use Cases

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines the different types of use cases that can be selected in a 10DLC campaign.     Non-Profit Organizations Verified Non-Profit Brands with 501c3 status will be able to register Standard Use Cases in addition to "Charity" and "Emergency." Carrier terms for the "Charity" Use Case will also apply to

SNOM: Multicast Paging Setup

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to set up Multicast Paging on both the sender and receiver on Snom D785 phones. This will enable to you speak to receivers.   Requirements: Access to the Snom D785 Phone's UI Access to the Manager Portal      Configure Paging Sender via Override Log onto the Manager Portal Go to Inventory > Phone Hardware

Datagate: Change Invoice Numbering

Published April 23rd, 2023 by Marissa Orsini

Scope The following steps will show you how to change your number invoicing.     Requirements Access to Datagate     Select Settings after hovering your cursor over the drop-down arrow found on the top right-hand corner. Click on the Invoices option   Fill out the Invoice Prefix and Next Invoice Number   Click the floppy disk to Save.   TIP: It is r

Schedule a Meeting in SNAP.HD

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to schedule a future meeting in SNAP.HD. SNAP.HD is a billable feature. To enable this, please contact Client Success.   Requirements Basic User Access to Manager Portal or higher with SNAP.HD Meeting or SNAP.HD Webinar License     Log in to the Manager Portal Click on Apps Select SNAP

Datagate: Export Invoices to Autotask

Published April 24th, 2023 by Marissa Orsini

Scope This article will show you how to export invoices to Autotask.     Requirements Admin Access to Datagate Autotask Integration Autotask Customers Synced Datagate: Set Up Autotask Integration Scope This article will show you how to set up the Autotask integration in Dataga Scope This article will show you how to set up the Autotask integration i

2018-02-07 - Onvoy/Intelliquent Routing Issue (Resolved)

Published April 20th, 2023 by Marissa Orsini

Incident Report: Event Description: Failed inbound calls Event Start Time: 2018-02-06 13:02:13 Event End Time: 2018-02-06 13:46:58 RFO Issue Date: 7 February 2018   Affected Services Inbound calls from Onvoy/Inteliquent Networks Event Summary At the above stated time, we began receiving reports of call failures throughout the network. The issues wer

Send a Fax From the Secure Web Portal

Published April 25th, 2023 by Marissa Orsini

Scope The following steps will show you how to send a fax via our secure web portal     Requirements: Access to the mFax web portal     Select Destination   Login to the web portal Click the Fax icon in the main navigation    3. Enter your 10 digit fax destination number in the Fax Number field Attach Files   Attach files to your fax via one of the

Datagate: Add and Edit Customer Products

Published April 24th, 2023 by Marissa Orsini

Scope Products are the fixed monthly charges that are provisioned for a customer to allow simple recurring billing of the fixed portion of their invoice.     Requirements Access to Datagate     Navigate to the customer you will be adding products to. Click on the Products tab.   Click the + button and choose Add Product   Select a product template f

2022-05-25 Outbound Call Failures (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Off-net outbound 10 & 11 digit calls across all cores were receiving a 404 Not Found Error. Event Start Time: 2022-05-25 10:25 AM EST Event End Time: 2022-05-25 10:31 AM EST Event Report Issue Date: 2022-05-25     Affected Services Off-net outbound 10 & 11 digit calls across all cores.  Inbound calls, emergency dialing, in

Manager Portal Pro v3 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article details the release notes for Manager Portal Pro (MPP) for version 3 and its micro releases.   v3.8.0 - July 26, 2023 New Features We are very excited to introduce Redis, a powerful addition to our application that enhances performance and data management capabilities. With its robust 'in-memory data s

2019-06-06 - NYJ004 Network Failure (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: NYJ004 Loss of upstream connectivity Event Start Time: 2019-06-06 23:24 PM EST Event End Time: 2019-06-07 04:39 PM EST RFO Issue Date: 2019-06-07     Affected Services None. Connectivity to devices registered to NYJ would've been affected. However, services were already shut down for maintenance. Event Summary On June 6th, 2019, a

VoIPMonitor: How to Capture a PCAP

Published April 27th, 2023 by Marissa Orsini

This article will describe how to capture a PCAP using VoIPMonitor. VoIPMonitor PCAP's are used to see the packets sent during a specific call.   Requirements: Access to Manager Portal   Access to VoIPMonitor   Wireshark     Download a PCAP from VoIPMonitor Locate the call you would like a PCAP for in the Manager Portal using this article: https://v

Core Network

Published April 21st, 2023 by Marissa Orsini

Scope Intended Audience: All Users This image details the locations of our 3 cores throughout North America   All of the datacenters you see here simultaneously process the calls. So, there is no backup data center or failover destination, in the event that happens the calls are automatically re-routed to the next best call path and calls continue t

Add Hardware to Manager Portal

Published January 29th, 2024 by Marissa Orsini

Scope Intended Audience: All Users This article outlines how to add hardware to a domain in the manager portal.   Requirements Office Manager Access to the Manager Portal or higher   Device Make, Model, and MAC Address Log in to the Manager Portal. Navigate to the domain needed. Navigate to Inventory > Phone Hardware Click Add Phone. Enter the Ma

SyncroMSP Integration

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users SyncroMSP is a combined RMM and PSA platform for modern MSPs. Send new call notifications right into the Syncro platform with a quick link to the customer's record.   Requirements SyncroMSP Subdomain   SyncroMSP Account Token   Office Manager Access to Manager Portal or higher     Obtain Security Token Within S

Creating Feature Codes for TeamMate Connector

Published April 25th, 2023 by Marissa Orsini

Scope: This document will show you how to create feature codes for TeamMate Connector.   Requirements:  Access to TeamMate EPP.   Creating Feature Codes: Navigate to Teams Management Click Add Feature Code. Input the feature code the PBX expects to see (i.e. ‘*35’ which is usually Extension Pickup). Write a label for the feature so the User will und

Polycom: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following article will show you how to manually register a Polycom phone.    Items Needed: Polycom Phone   Access to Web GUI     Obtaining Registration Information Log into Manager Portal  Navigate to Phones NOTE: Office Managers can navigate to Users > select the user > Phones Select Phone Info for the phone you wish to register. N

TeamMate Connector FAQ

Published April 26th, 2023 by Marissa Orsini

Scope:  This document will answer some of the frequently asked questions in regards to TeamMate Connector on what it is and how it works.      What is TeamMate Connector? TeamMate Connector allows our PBX to integrate with Microsoft Teams. How does it work? TeamMate Connector takes in all of the PBX and user information needed to register itself on

Add Custom Overrides

Published April 25th, 2023 by Marissa Orsini

Scope These steps will instruct you how to add custom overrides to a provisioned device. This is the recommended method for customizing your phone. To apply overrides to all the phones on your account, contact your service provider.   Requirements Office Manager access to the Manager Portal     Add Overrides via Phone Hardware Log in to the Manager

Configure Notifications for e911 Calling

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners or higher This article outlines how to configure notifications when a user dials 911 or 933 in the Manager Portal. The message will be played/shown as follows: There is an emergency call from <User's Name> at <User's Extension>.   Requirements White Label Access to Manager Portal   Poly UC de

Onboarding Tasks - Self-Service

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners This article outlines the process for onboarding new clients using self-service onboarding.   Document Gathering OIT will send a Welcome Email to both the Channel Partner and Client with the following requirements CC/ACH Auth on File Note: This step is REQUIRED before we can move forward with any other steps

Reset Global One Time Password

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This article outlines how to reset the global one time password for a phone that has already been provisioned initially.   Requirements Access to NDP     Log in to NDP Navigate to Configurations > Devices Search for the phone you wish to reset Click on the extension number of the phone Scroll down to 

OneBill: Create Custom URLs for Admin and SelfCare

Published April 23rd, 2023 by Marissa Orsini

Scope The following steps will show you what is needed in order to set up custom URLs to log in to OneBill and for your customers to log in to the selfcare portal.     Requirements Custom URL Name CNAME Record for Custom URL Name (Pointing to app.onebillsoftware.com) Access to OneBill SSL Certificate Files SSLCertificateFile (.crt file) SSLCertifica

Create a Domain

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners or higher The following article will show you how to create a domain for a new customer   Requirements White Label access to the Manager Portal or higher     Create Customer Domain Log into the Manager Portal Click on Domains Click Add Domain At the popup window enter the following information on the Bas

OneBill: Edit Business Profile Branding

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to edit your business profile in OneBill for the branding of your invoices, quotes, etc.     Requirements Logo (150x100px PNG is recommended)   Access to OneBill    Hex Color Codes for Color Branding     Business Profile Navigate to Config > Settings in your OneBi

Configure an Audio Conference Bridge

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners or higher This article outlines how to configure an audio conference bridge. Audio conferencing is a billable feature. If you would like to configure audio conferencing please notify Client Success.   Requirements White Label Access to the Manager Portal or higher   Types of Conference Bridges Dedicated

How to Use UC Integrator

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to install and use UC Integrator.   Requirements Manager Portal Access   UC Integrator License assigned (Contact orders department for more information)   Note: UC Integrator supports VDI (Virtual Desktop Installations) as well as Hot Desking Environments. Use of Call Forwarding to a d

TeamMate Connector Known Issues

Published April 25th, 2023 by Marissa Orsini

Scope This document will highlight the Known Issues that TeamMate Connector is experiencing.   Domains need to be assigned the service “Skype”. Previously installed Direct Routing for the Enterprise should be completely deleted. Teams Users assigned to a Microsoft Calling Plan(Domestic Calling) need the license and the associated phone number, remov

Datagate: Set Up Autotask Integration

Published April 23rd, 2023 by Marissa Orsini

Scope This article will show you how to set up the Autotask integration in Datagate.   Requirements Admin Access to Datagate Create Autotask API User    Setting up the Autotask Integration Log in to Datagate Go to Settings Click on Integrations Click Configure on the Autotask option Enter the Username and Secret Key from your API User. Click the flo

Dial Permissions & International Calling

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users The following document will identify the dial permissions that determine the ability of a user to make calls based on the rules set for each permission. NOTE: All calls made outside of the US and Canada must be prefixed with 011 followed by the full number including the country code.      Option Description Per

Configure Message Waiting Indicator for Shared Voicemail Account

Published April 27th, 2023 by Marissa Orsini

Scope: The following steps will show you how to enable the Message Waiting Indicator on a phone for a shared Voicemail   Requirements: Office Manager access to the Manager Portal General Voicemail User (see  Set Up a Group/General Voicemail )   Note:  The shared voicemail account will be a billable seat in most cases. Verify with sales to confirm.  

Obihai 200/300: Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to configure an Obihai ATA phone manually for use with your Hosted PBX service. Note that a Faxbridge is the recommended device for analog fax and we will not be able to assist in troubleshooting any issues related to faxing with traditional ATAs.   Requirements: Access to Manager Portal   An Obitalk.com Acc

Reset and Recycle a User

Published April 27th, 2023 by Marissa Orsini

Scope The following steps will allow you to reset a user account for a new employee. Below are options for resetting a single user or multiple users as needed. Use caution. These actions are not reversible.   Requirements Access to Manager Portal     Reset a Single User Log into the Manager Portal Click on the Users button At the far right of the us

2021-10-05 Yealink Provisioning Errors (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Yealink devices under version 96.86.0.37 were unable to pull configuration files from the NDP server. Event Start Time: 2021-10-05 Event End Time: 2021-10-06 RFO Issue Date: 2021-10-06     Affected Services Yealink devices under version 96.86.0.37 were unable to pull configuration files from the NDP server. Root Cause Analysis On

UC Integrator 4.2.4 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 4.2.4  of the UC Integrator app.   Bug Fixes 4.2.4  Resolved licensing caching issues Resolved SNAP API session refresh token issue

Troubleshooting Voicemail Will Not Play Audio

Published April 27th, 2023 by Marissa Orsini

Scope The following are steps for troubleshooting a voicemail that can't be played after being received. Intended Audience: White Label Partners & Tier 1 Technicians or higher   Requirements Access to Manager Portal   Access to PBX call history     Obtain Basic Information Call examples for the affected voicemails (Date, Time, Numbers Involved)

How to Receive/Manage Inbound Faxes

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document outlines the options on how to receive inbound faxes with native fax.   Requirements Access to Manager Portal   Native Fax feature enabled     Inbound Fax Handling Log in to the Manager Portal Click on the Fax navigation icon as shown below. If you don't see this button, the fax is not configured

Snom: M300 Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following document will show you how to manually provision Snom M300 Phone   Requirements: Access to Snom web GUI   Access to Manager Portal   Phone's MAC address must already have been added to a user in the Manager Portal     Configure Snom Base Phone Using any web browser navigate to the IP address of the phone. Click on the Servers ta

2022-09-22 - SJE & NYJ Outage (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Spikes in CPU usage on firewalls at both NYJ & SJE caused both cores to become unreachable. The spikes occurred randomly over the course of several weeks, causing repeated intermittent outages. Event Start Time: 2022-09-22 19:01 EST RFO Issue Date: 2022-11-07     Affected Services: Inbound calling Outbound calling Device Regis

Auto Attendant Tips and Tricks

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users Since an Auto Attendant is the first thing a client hears when calling your company, it can be very stressful to make it sound perfect, so to relieve some of that pressure, we’ve put together some tips and tricks to get the perfect Auto-Attendant.   Keep it simple. Don’t use more than three levels in an Auto-Attend

Install PBX End User Portal with TeamMate EPP

Published April 25th, 2023 by Marissa Orsini

Scope:  This document will show you how to install the PBX End User Portal with TeamMate Enterprise Provisioning Portal.   Requirements:  Access to Enterprise Provisioning Portal.     Navigate to Teams Management  Click Portal Settings Click on End User Portal Settings. To access Single Sign-On Settings, select the checkbox. Fill out the Portal Sing

SNAPmobile Android 3.2 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the release notes for version 3.2 of the SNAPmobile Android app. Branded apps have already been pushed out to all applicable partners. You may follow these instructions to publish them or contact support for assistance.   Improvements 3.2.1 The http(s) agent user is now the same as the SIP

Update Caller ID Number for a User

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to update the Caller ID number for a user. Caller ID Name (CNAM) is controlled by the receiving carrier. To set CNAM contact the Telco Services department.   Requirements Office Manager Access to Manager Portal or higher     Log in to the Manager Portal Navigate to Users Select the use

Packaging Guidelines

Published April 25th, 2023 by Marissa Orsini

Scope It is important for all products delivered on behalf of OIT to have a uniform and neat appearance. This extends to packaging. The following guidelines should be followed as closely as possible. Should you have any questions or concerns please contact the OIT sales department immediately at 305.967.6756   Notes: All Extension and Box labels are

Professional Services Migration Projects

Published May 1st, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This doc will go over what is covered in professional service migration projects   Requirements No project will take place without a review and quote from the Client Success team. To provide a quote we will need access to the existing platform.   Overview The Professional Services team can assist in the

PBXact SIP Trunk Setup

Published April 26th, 2023 by Marissa Orsini

Scope: The following steps will allow you to connect our hosted SIP trunk with your PBXact server using IP-based authentication.   Requirements: Tested on PBXact 14.0.16.4 Administrator privileges to the web console Static IP of server SIP trunk information (see  Create a SIP Trunk )     Configure Chan SIP and Chan PJ SIP Click on Modules, then Aste

2020-09-17 - Portal, API, SNAPMobile Outage (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: ACS001 HDD Full Event Start Time: 2020-09-17 10:31 EST Event End Time: 2020-09-17 11:58 EST RFO Issue Date: 2020-09-18     Affected Services Portals and SNAPmobile  Users unable to login into SNAPmobile and Portal. Event Summary On September 17th, 2020, Portal and SNAPmobile were unavailable. Inbound and outbound calls processed n

View Past Meetings in SNAP.HD

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to review past meeting in SNAP.HD. SNAP.HD is a billable feature. To enable this, please contact Client Success.   Requirements Basic User Access to Manager Portal or higher with SNAP.HD Meeting or SNAP.HD Webinar License     Log in to the Manager Portal Click on Apps Select SNAP.HD Cl

Polycom Branding

Published April 25th, 2023 by Marissa Orsini

Scope: It is possible to replace the idle screen on Polycom phones with the image of your choice, using the following override parameters in the Provisioning Server. To request specific overrides please reach out to your service provider   Requirements: You must host your logo images on your own server, and the images must match the size of the devi

Barge, Listen In, and Whisper

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This documentation will show you how to Barge, Listen-In, and Whisper into a call.    Requirements Office Manager Access to the Manager Portal or higher  NOTE: Call Center Supervisors may listen in only to calls from users in call queues Resellers and Super Users may only listen in to calls on their own domain

Import Users

Published April 27th, 2023 by Marissa Orsini

Scope: This documentation will show you to properly import users and phones into a domain using a CSV file.   Requirements: Reseller Access to Manager Portal List of users and phone to import Any application that will allow you to edit and save CSV files. Make sure the CSV file is a plain CSV and not a UTF-8 or any other encoded type.   Warning: The

Routing a mFax number to a user

Published April 25th, 2023 by Marissa Orsini

Scope Routing a mFax number to a user     Requirements: Reseller access to Mfax     Changing the routing    Log into mFax  Go to the Numbers tab. Click on the gear icon next to the number you want to edit. Click on Change next to the Manager section if you want to change the account for which the number is on. Then click Continue. Click on the accou

Login Error Upon Initial Enterprise Registration

Published April 25th, 2023 by Marissa Orsini

Scope: The following document will show you how to fix the error upon logging in for initial enterprise Registration.      Requirements: Global admin access   The latest version of PowerShell (7.1.1 as of this writing)     Solution This error can occur when a Microsoft Office 365 tenant was created incompletely. A specific Azure AD addition is neede

Cyberdata Paging Unit Manual Configuration

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to provision a Cyberdata paging unit with your service   Items Needed: Cyberdata Paging Unit plugged into the network Web browser with access to same LAN as Cyberdata Access to the Manager Portal (Office Manager or Above)     Obtain SIP Credentials Using any web browser log in to the Manager Portal  Click on

Check your FUSF Exemption / USAC Contribution

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to check if you are a USAC contributor for FUSF exemption.     Go to the FCC Form 499 Filer Database website.  Search for your company by name of Filer ID.   Click Submit Search   Select your company name from the search results.   Search for the Yes or No under the

Import Phones to a Domain

Published April 25th, 2023 by Marissa Orsini

Scope This documentation will show you to properly import phones into a domain using a CSV file.   Requirements: Access to Manager Portal   List of phones to import   Any application that will allow you to edit and save CSV files     Download Hardware Template Navigate to Inventory > Phone Hardware > Import Click Download Template Import Hardw

Delete Previous Direct Routing

Published April 26th, 2023 by Marissa Orsini

Scope:  This document will show you how to delete Direct Routing that was previously set up on Microsoft.   Requirements:  Microsoft Global Admin access for the Enterprise     Deleting Direct Routing: Login into the https://admin.teams.microsoft.com/ Search for the users that are related to the Direct Route that you want to delete. For Each User Nav

Datagate: Import HaloPSA Customers into Datagate

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Lable Partners Follow these steps to import your current HaloPSA clients into Datagate   Requirements: Access to Datagate Access to HaloPSA HaloPSA Integration Set Up Complete   Log into HaloPSA Create the “Datagate” Custom Fields in HaloPSA Navigate to Configuration > Customer Objects > Custom Fields Entity: Cli

Polycom Overrides

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Channel & White Label Partners or higher The below codes will allow you to set overrides in the program of Polycom series phones.   Requirements Text editor   Channel Partner access to the Manager Portal or higher OR access to NDP     Enable Web UI httpd.enabled="1" Protection from SIP Scanners voIpProt.SIP.requestValida

Remove mFax Users and Account

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label and Client Success This document covers the steps to remove a mFax User and accounts from the mfax portal.     Requirements Reseller access to mfax mFax DIDs removed mFax: Remove DIDs Scope Intended Audience: Telco Services and Orders department This article outlin Scope Intended Audience: Telco Services and Clie

Datagate: How to Add and Edit Product Templates

Published April 24th, 2023 by Marissa Orsini

Scope Product templates are a time-saving tool for you to easily create new products for your customers without filling out the fields from scratch.     Requirements Access to Datagate Portal     Add Product Templates Navigate to Product Templates page from the main menu Click on the + button, Template Details page will open, enter the following inf

OneBill: Create a Lead

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to create a lead for quoting.      Requirements Access to OneBill     Go to Customers > Leads   Click Create Lead   Fill out the following information: Select if the Account is an Individual or a Business Account. The default is "Business" Individual - Accounts are created on the individual's name and i

OneBill: Edit Email Alerts

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you where to edit the emails that are sent to your subscribers.     Requirements Access to Onebill     Edit Email Alerts Navigate to Config > Alerts   Select the category of the email you would like to edit from the choices on the left side of the screen.   Enter/Edit any

White Label Partners: Understanding your Bill

Published April 22nd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following information will help you better understand what the items on your bill are.   Recurring Charges Highwater mark: All recurring charges are determined each month by the highest count of the active seats or respective features within your domain between bill cycles. WLP (PPM or Bundled) User

Panasonic: Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to remotely provision a Panasonic deskphone.   Requirements: Access to the phone or web GUI It is recommended to Factory Reset the handset before provisioning Phone's MAC address must have already been entered in the Manage Portal     Global Username and Password provided by support.  Configure Provisioning

TeamMate Connector Troubleshooting

Published April 25th, 2023 by Marissa Orsini

Scope This document will show some of the common issues encountered when setting up and using TeamMate Connector and how to fix them.   Requirements Access to TeamMate EPP. Access to Microsoft Admin Center.     Situation Problem Solution TeamMate is blocking User provisioning. Wrong Microsoft Licenses Confirm the licenses on the users are supported.

Polycom: Call Parking

Published April 25th, 2023 by Marissa Orsini

Scope: This guide uses the Directed Call Park method by configuring a Polycom screen key to transfer a call to a directed park orbit.   Scope: Manager Portal Access (Office Manager or Above   Instructions for overrides - Adding Custom Overrides     Custom Overrides to Create Parking Buttons The following overrides will create call parking buttons fo

How to Get Access to Yealink MCS or DMS

Published April 25th, 2023 by Marissa Orsini

Scope: The following documentation will provide you guidance on how to get access to the Yealink Management Cloud Service or Yealink Device Management Service.   Requirements: Phone Hardware Vendor     How to Gain access to Yealink MCS or DMS Reach out to whomever your account representative is for your preferred hardware vendor and request access t

International Toll Fraud/International Revenue Share Fraud (IRSF)

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document is intended to help customers to reduce their fraud attack from International Toll Fraud/International Revenue Share Fraud (IRSF).   International Toll Fraud/International Revenue Share Fraud (IRSF) Similar to domestic toll fraud, international toll fraud is perpetrated by bad actors exploiting pa

Add/Remove a Native Fax ATA from a User

Published April 25th, 2023 by Marissa Orsini

Scope This document will show you how to add/remove an ATA from a fax account or fax user   Requirements: Reseller scope or higher Supported ATA Device serial number Note: Third party ATAs are NOT compatible they will need to be purchase from your provider Fax user/account configured Knowledge and limitations of deployment scenario     Supported ATA

Log in to the Secure Web Portal

Published April 25th, 2023 by Marissa Orsini

Scope The following steps will guide you through logging into the mFax web portal.   Requirements: Login credentials to mFax Portal     Log into Web Portal   Using any web browser to access Fax Portal  Enter your email address. This must be already configured  Enter your password Click Sign In Password Reset   Click the Forgot Password Link Enter th

Import Phone Numbers to Mobile-X

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners and Members of the Orders team This article outlines how to import phone numbers to Mobile-X. Subscribers require a phone number to be attached upon creation.   Requirements Access to Mobile-X Control Panel PBX Domain of Client List of Numbers to Import (These may be fake)     Log in to Mobile-X Control

View the Private IP of a Device

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to view the private IP of a device in the Manager Portal. NOTE: This method will not work for softphone apps such as Teams, SNAPmobile, or SNAPmobile Web.   Requirements Access to the Manager Portal   Provisioned device     Log in to the Manager Portal Click the Users tab Press the Use

Create Intro Greeting for a Call Queue

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The default behavior of a Call Queue is to play the domain's music on hold. It is possible to add a greeting in front of it so a caller will hear any important messages just before hitting a Call Queue.   Requirements Office Manager Access to the Manager Portal or higher   Require Intro MOH on the Queue Log in to t

2021-03-31 - Outbound Calling Outage (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Outbound calling failure Event Start Time: 2021-03-31 10:21 EST Event End Time: 2021-03-31 10:37 EST RFO Issue Date: 2021-03-31     Affected Services Voice Services (Outbound) Event Summary On March 31st, 2021, at approximately 10:21 AM EST, outbound calls failed to connect. Event Timeline (All times 24-hour format, EST) March 31s

2018-03-01 - ULC Outage / Outbound Calls (Resolved)

Published April 22nd, 2023 by Marissa Orsini

@1448hrs We've become aware of an issue affecting the ability to dial off-net numbers. This is being handled with the highest priority. We do not know the source of the issue yet. However, we will continue to provide updates as soon as we have them.  @1509hrs Outbound calls were partially restored by routing through a different carrier. @1529hrs We

OneBill: Set Up SMTP Server

Published May 17th, 2023 by Marissa Orsini

Scope This article outlines how to set up an SMTP server for sending emails through OneBill.   Requirements Access to OneBill   Log into OneBill Navigate to Sys Admin > Integration Click on SMTP Select the desired option To send through OIT's Postmark, select Send emails through Provider's SMTP server To send through your own SMTP server, select

2021-11-29 System Restart SJE and ATL (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Core services restarted in SJE and ATL nodes Event Start Time: 2021-11-29 12:12 PM EST Event End Time: 2021-11-29 13:48 PM EST RFO Issue Date: 2021-11-30     Affected Services Media services for greetings, ringing, voicemail recordings, Auto Attendants, and any other recorded message. Calls were unable to complete during the resta

Register a Yealink handset to a Base Station

Published April 25th, 2023 by Marissa Orsini

Scope: This document will show you how to register a Yealink handset to a Base Station.   Requirements: The IP address of the Yealink Base     Accessing the web GUI of the base Enter the IP address in a web browser. Enter the login information. ( If you do not know contact your vendor for more information.) Registering the handset to Yealink Base. A

Configuring W80B Multi-Cell System

Published April 25th, 2023 by Marissa Orsini

Scope: The following article will show you how to configure a Yealink W80B Multi-Cell System using at least one W80B Device Manager and one Base   Requirements: 2 Yealink W80B Bases Yealink W80 Interim FW Yealink W80B DM FW    Adding the W80B DM to the Manager Portal Log in to the Manager Portal Navigate to Inventory > Phone Hardware Click on Add

SNAP.HD Meeting Functions

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the various meeting functions in SNAP.HD. SNAP.HD is a billable feature. To enable this, please contact Client Success.   Requirements Host or Attendee permissions to a meeting in SNAP.HD     Host Functions Invite participants by using the Add Participant icon in the top left Click the ell

How To Add A User To A Site

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document outlines how to add a user to a previously created Site in the manager portal.   Requirements Office Manager access to the Manager Portal or higher     In the Manger Portal, click on Users and locate the extension you want to add to your site, then edit their profile. Once you're on the user's pro

SIPTAPI

Published April 25th, 2023 by Marissa Orsini

Scope:   The Windows Operating System includes TAPI as an abstraction layer that allows applications to initiate calls using a standard programming interface. It can be used by applications such as Microsoft Outlook, ConnectWise and many CRMs to initiate calls from inside the program.   Requirements: Windows Computer   SIP Credentials   Access to Ma

Running Syslog using Papertrailapp.com

Published April 27th, 2023 by Marissa Orsini

Scope: This document will help you set up Syslog server on Grandstream, Polycom, or Yealink phone to Papertrail App.   Requirements: Access to Manager Portal Public IP Address from Extension that will be logging Access to PaperTrail     Add Device to PaperTrail Login to https://papertrailapp.com Click Add Systems Click on the drop-down option and se

Understanding Sip Packets

Published April 27th, 2023 by Marissa Orsini

Scope: The is document will give you a better understanding of some of the Sip Packets you can encounter in a Packet Capture.     BLF and MWI Busy Lamp Field (BLF) is used to determine if another Subscribed extension is available, busy, or ringing. Message Waiting Indicator (MWI) lets a user know if they have a voicemail. This article will describe

SNAPmobile iOS 3.1 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 3.1 of the SNAPmobile iOS app. Branded apps have already been pushed out to all applicable partners. You may follow these instructions to publish them or contact support for assistance.     New Features Group SMS/MMS support added. Read more about Group Chat MMS support for off-net messaging

Add New Users to TeamMate

Published April 25th, 2023 by Marissa Orsini

Scope: Intended Audience: White Label Partners, Netsapiens Providers, and above  The document will go over adding new users to both the Enterprise (EPP) and Reseller (RPP) Provisioning Portals in TeamMate Connector    Requirements Access to either the Enterprise or Reseller Provisioning Portal Completed steps 1-3 up until Configure PBX Settings  in 

Modify Timeouts for Auto Attendants

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners and White Label Partners The following document will show you how you can configure DTMF settings on each level of the Auto Attendant designer. The three settings are timeout before first digit, timeout after last digit, and max digits to accept.   Requirements Channel Partner Access to the Manager Portal or

Install the mFax Printer Driver

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users The mFax Print to Fax driver is a simple Windows application that allows you to initiate a fax from any application that allows you to Print. Each computer or "work station" needs its own API key. There is not a key limit for users, this is to allow multiple workstations.     Requirements Windows PC   Fax drive

Configure Direct Routing for TeamMate Connector

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Global Administrators configuring Microsoft Teams This article outlines the process for configuring direct routing for TeamMate Connector. This step should be completed after receiving the TeamMate Registration email.    Requirements Microsoft Global Admin access for the Enterpris Add TeamMate to Trust Traffic List Delete Pr

OneBill: Create New Subscriber Account

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to create a new customer account in your OneBill Portal     Requirements Access to OneBill Portal     Create Subscriber From the left menu, hover over Customer then click on Subscribers   On the right, click on Create Subscriber   Fill out the following information: Select if the Account is an Individual o

Recommended Adapters for Overhead Paging Systems

Published April 25th, 2023 by Marissa Orsini

Scope: The following document will how to select the appropriate paging system equipment for your client's needs.     Selecting a SIP Paging Adapter Unlike paging systems using FXS or FXO ports, the type of sip paging adapter used varies based on the paging system and the client's needs. In order to ensure you select the correct paging adapter for y

Interoperability Testing Checklist

Published April 21st, 2023 by Marissa Orsini

Scope Intended Audience: All Users The function of this checklist is to test all scenarios in which there may be interoperability in service using Asterisk 2.3 - 4.0, Cisco IAD trunk and extensions, Obi ATAs, and 3CX.     Requirements Access to Equipment Access to Extension for testing Physical and Logical Network Layout Make, Model and Software Ver

PBX Transfer Checklist

Published April 21st, 2023 by Marissa Orsini

Scope Intended Audience: All Users This checklist is to assist in the Transfer and Migration of a PBX. Such as Migrating Elastix PBX to Hosted PBX , Hosted PBX to On Prem Elastix PBX or Elastix to Elastix.   Requirements Access to old and new PBX Perform a backup of the old PBX and save it to the database before starting the checklist below   Things

Datagate: Sync Quickbooks Online Customers

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to sync your Quickbooks Online customers with Datagate     Requirements: Access to Datagate   Quickbooks Online Integration     Log in to Datagate  Click to Customers   Click on Quickbooks Online Sync Icon   Select the Customer Type, if applicable. If not leave it bl

Configure Custom Overrides for a Domain

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partner and Above These steps will instruct you on how to add custom overrides to a domain from either NDP or the Manager Portal. If you do not have access to apply overrides to all the phones on your account, contact your service provider.   Requirements Access to NDP Reseller Access to Manager Portal   NDP From

SNAPmobile Android 3.1 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 3.1 of the SNAPmobile Android app. Branded apps have already been pushed out to all applicable partners. You may follow these instructions to publish them or contact support for assistance.   Improvements Added a Microphone Gain control option to Menu > Settings > Adjust microphone gain

Considerations with Native Fax

Published April 25th, 2023 by Marissa Orsini

Scope This document contains a list of things to consider with Native Fax    Consider Description Multiple emails per account Multiple emails may be delivered to, however, only the first email on the account will be allowed to send fax via email. Migrate sent/received faxes to a new user You can move or re-purpose the fax account to another user but

Multi-Factor Authentication

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to configure Multi-Factor Authentication (MFA) for your user.   Requirements Access to Manager Portal - Must be user's own account   Any authenticator app (Google Authenticator recommended)     Log in to the Manager Portal Select Profile under your name. NOTE: Office Managers and above

Inbound Call Troubleshooting

Published April 27th, 2023 by Marissa Orsini

Scope The following are steps for troubleshooting failed inbound calls. Intended Audience: White Label Partners & Tier 1 Technicians or higher   Requirements Access to PBX call history   Access to web GUI of phone     Obtain Basic Information Call examples (Date, Time, Numbers Involved) DID(s) and/or users affected Expected behavior vs actual be

Configure Speech To Text

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users This article outlines how to configure speech to text in an auto attendant, which allows users to speak their desired options rather than pressing one.   Requirements Office Manager Access to Manager Portal or higher   Log in to the Manager Portal Navigate to Auto Attendants Select the Auto Attendant to modify Clic

Setting Obihai Status to Managed

Published April 25th, 2023 by Marissa Orsini

Scope If an Obihai device goes online before being claimed, the device can show a status of unmanaged and a ZT of pending. This document explains how to change the status of an Obihai from Unmanaged to Managed.   Requirements: An Obitalk.com Account   Lineman's butt set, or an analog phone   Obihai device     Check if Obihai is Unmanaged To check if

Grandstream: IP Phone Connections

Published April 25th, 2023 by Marissa Orsini

Scope: The following guide will show you how to connect your Grandstream IP phone.  

Port In Your Existing Numbers

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the porting process for clients including how to submit a port request, common terms clients should know, and what to expect as part of the process.     How to Submit a Port Request New Customers New customers will have port requests automatically created after onboarding is completed. All

Join a Meeting in SNAP.HD

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to join a meeting in SNAP.HD. This can be done via computer or phone and does not require a SNAP.HD license.   Requirements SNAP.HD Invite Link or Meeting ID (or Dial-In Number if joining from phone)     Join from Phone Call the Dial-In Number from the meeting invite using any phone Wh

Assign and Configure FaxBridge

Published April 25th, 2023 by Marissa Orsini

Scope This article will show you how to configure a FaxBridge for a client that already has a mFax account.     Requirements: Access to our mFax portal     Assign the FaxBridge Log into mFax Platform. Select FaxBridges. Filter for the serial number of the FaxBridge and select the cog icon. NOTE: If the FaxBridge is offline, you will see a red circle

Configure Salesforce Integration with UC Integrator

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to configure the Salesforce integration with UC Integrator.   Requirements Access to Salesforce (Admin access is needed for step one)   UC Integrator Application with Unite License     Configure Salesforce App NOTE: This step only needs to be completed once per Salesforce Org. If your

Datagate: Set Up Stripe Integration and Payment Options

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to set up the Stripe integration and payment options in Datagate      Requirements Access to Datagate  Access to Stripe     Log into Datagate  Hover over your UserID in the top right-hand corner of the screen and Click Settings   Click Integrations    Click Configure

Datagate: How to Import AR Transactions from Xero

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners The following steps will show you how to import AR (Accounts Recievable) transactions from Xero to Datagate     Requirements Access to Datagate Xero Integration Set Up Datagate: Set Up Xero Integration Scope Intended Audience: White Label Partners The following steps will show you h Scope Intended Audien

2022-07-14 - Device Provisioning Server Unreachable (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: The ATL Provisioning server was unreachable, causing new device provisioning to fail. Event Start Time: 2022-07-14 5:44 PM EST Event End Time: 2022-07-14 5:55 PM EST Event Report Issue Date: 2022-07-14     Affected Services New device provisioning Logins to the device provisioning server Event Timeline (All time 24-hour format, ES

Fanvil: Overrides

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The below codes will allow you to set overrides in the program of Fanvil phones.   Requirement Access to NDP or Office Manager Access to Manager Portal     Change MWI indicator phone.powerLed.Power="<LIGHT_SPEED>" phone.powerLed.MWIOrSMS=<LIGHT_SPEED>" phone.powerLed.InUsing="<LIGHT_SPEED>" phone.

SNAPmobile - Preferred

Published April 25th, 2023 by Marissa Orsini

Scope: SNAPmobile is an IOS and Android application that will allow you to use your service anytime, anywhere, from any IOS or Android device. The following instructions will allow you to configure the SNAPmobile application on your IOS or Android device.   Requirements: IOS or Android phone (OS v9.0 Or Higher Required)   SNAPmobile app from iTunes

How to take Packet Captures

Published April 27th, 2023 by Marissa Orsini

Scope: Intended Audience: Channel Partners, White Label Partners, or Tier 1 Technicians & higher There are situations where having the ability to do packet captures in various places is required to troubleshoot an issue properly. This article is meant to provide essential guidance on properly taking a packet capture.   Requirements:   Wireshark 

Voicemail Menu

Published April 27th, 2023 by Marissa Orsini

Call Parking for Yealink Phones

Published April 25th, 2023 by Marissa Orsini

Scope:   This guide uses the Directed Call Park method by configuring a Yealink Multipurpose Key (MPK) to transfer a call to a directed park orbit.   Requirements: Access to the Manager Portal Access to the Phone's Web GUI v3 device profile in the provisioning server Custom firmware listed below. The firmware should be installed automatically upon p

Add Device to SRAPS

Published April 25th, 2023 by Marissa Orsini

Scope This article outlines how to add a device to SRAPS. SRAPS is a service provided Snom to allow providers automatically provision Snom devices when they are in a factory reset state.   Requirements Access to Snom SRAPS portal  MAC addresses to provision  Existing provisioning profile in SRAPS     Log in to SRAPS Click on Phones Click + Add at th

Static & Dynamic Call Parking

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to create call parks and how to park using static or dynamic methods.   Requirements Office Manager Access to the Manager Portal or higher     Create a Call Park Navigate to Call Queues Click Add Call Queue Complete the following fields Name: Choose a descriptive name, like Park 1 Exte

Microsoft Office Licenses Showing As Not Available

Published April 25th, 2023 by Marissa Orsini

Scope: This document will show you how to correct the issue where Microsoft Office Licenses are not showing as available.   Requirements:  Access to Microsoft Admin Center.   Problem You have the right licenses purchased but the EPP is not showing them as available. Solution 1 You do not have at least 1 available and unassigned license to create the

Create a Customer Service Records (CSR)

Published April 23rd, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners  When a customer is leaving the service their new carrier may require a CSR. The following steps will show how to create a customer service record for the customer. White Label Partners are responsible for creating their own CSRs for end users.      Items Needed: Account number List of phone numbers PIN

OneBill: Setting Up Integrations

Published April 23rd, 2023 by Marissa Orsini

Scope The following steps will show you how to set up the integrations in OneBill.     Items Needed Access to OneBill     Log in to OneBill Go to Sys Admin > Integration   Choose any of the tabs at the top to set up the integrations with OneBill.    

Toll-Free Traffic Pumping (Within North America)

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This document is intended to help customers to reduce their fraud attack from Toll-Free Traffic Pumping (Within North America)   Toll-Free Traffic Pumping (Within North America) In North America, businesses, individuals, and non-profits often buy the right to use a toll-free (8XX) telephone number to allow legi

V-Tech: Manual Provisioning

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Clients and T1 or higher The following article outlines how to remotely provision a V-Tech device.   Requirements Admin login to V-Tech Phone Device must be added as a SIP Phone in the Manager Portal. Add a SIP Phone Global Username and Password provided by Support.      Find Yealink Phone IP Address From the V-Tech Phone se

Subscription Status showing as Expired

Published April 25th, 2023 by Marissa Orsini

Scope:  This document will show you how to correct the issue where Subscription Status will show as expired.   Requirements:  Access to TeamMate EPP.     Problem In Direct Routing Configuration, Licenses show up with negative numbers and the message “Expired. Renew in Admin Center”. Solution When you utilize “free licenses”, they eventually expire u

Call Center Supervisor Overview

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users The following article will give you an overview of what the various features included with the Call Center Supervisor Role are used for   Requirements Access to the manager portal    Call Center Supervisor Role  NOTE: If you do not have this role already, please reach out to your service provider     Stats Grid

Call Drop When Transferred Via SNAPbuilder Speed Dial

Published April 27th, 2023 by Marissa Orsini

Scope: The following are steps for troubleshooting calls that drop after being transferred to an on-net or off-net number using the SNAPbuilder speed dial feature. Intended Audience: All End Users   Requirements: Log in to the Manager Portal   Deskphone     Identify and Remove Special Characters From Speed Dial Field Log in to the Manager Portal Cli

Enable Voicemail Transcription

Published April 27th, 2023 by Marissa Orsini

Scope This article outlines how to enable voicemail transcription on a user. Voicemail transcription is a billable feature, so make sure the pricing for this is approved before doing so.    Requirements White Label Access to Manager Portal or higher     Log in to the Manager Portal Navigate to the client domain you wish to open Click on Users Select

Add DIDs to Manager Portal

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners, Client Success or Telco Services Department This article outlines how to add or import DIDs to Manager Portal. This is normally completed by Telco Services after they have received FOC or on new DID purchases. But the process can be done by a WLP if they want to configure call routing in advance of a po

Datagate: Add and Edit Customer Sites

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to add and edit customer sites for billing, taxes, and usage purposes     Requirements Access to Datagate Portal     Add Customer Site Click on Customers in the main menu   Click on the Customer Code or Name link in the customer list table that you want to add a site to. Click on Sites tab   Click the + bu

Manage Voicemail Greetings

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All End users The following steps will allow you to change your voicemail greeting.   Requirements User Extension   Voicemail Pin     Managing Via Phone From your phone press the Messages key or dial 9901 Enter your Voicemail PIN followed by the # key Press 6 for the Greetings Menu Press 1 to record your new greeting Press 1

Create a User

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: Client Success & White Label Partners The following steps will allow you to create a user within the hosted PBX. The user can be for a person, call queue, IVR/Auto Attendant, Ring Group or voicemail box.   Requirements Customer's domain   Extension number to be used   Name of user   Email address (optional)     User Type

Change Email Address on User Account

Published April 25th, 2023 by Marissa Orsini

Scope This document will show you how to change the fax email address on your user account.     Requirements: Log in to mFax Portal   The email you will be sending faxes to.     Change the Fax Email Address   Select your name at the top right and click Settings Select Change Email Enter the new email address and click Change Enter the validation cod

Music On Hold

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to change the default music on hold as desired.    Requirements Basic User Access to Manager Portal or higher  NOTE: Basic Users may only set Music on Hold for their own users, not the entire domain   Audio files you will be uploading (must be a wav or mp3 file). Users are responsible

Account Codes

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to use account codes in the phone system. Account Codes are used for tracking or billing purposes and allow users to enter an unverified code which will appear next to the call detail record (CDR) after the call is complated   Requirements: Access to Manager Portal (to view PAC codes)

Onboarding Tasks

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners This article outlines the best practices for onboarding new clients once they have signed on.   Send Welcome Email CC/ACH Auth on File Note: This step is REQUIRED before we can move forward with any other steps, including portin g and onboarding. Verify when service will start: Porting or ASAP Porting -

SNAPmobile iOS 3.2 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 3.2 of the SNAPmobile iOS app. Branded apps have already been pushed out to all applicable partners. You may follow these instructions to publish them or contact support for assistance.   Improvements In Call History, tapping on a call will now take you to the details page. Previously, it wou

VoIP CODEC Types

Published April 27th, 2023 by Marissa Orsini

Scope: The following will help you identify VoIP CODEC types when reading an SDP.     Types Type Name Bitrate Packet Size 0 PCMU / G.711u 8khz 64kpbs 8 PCMA / G.711a 8khz 64kbps 9* G.722 16khz/32khz   13 CN / Comfort Noise 8khz varies 18 G.729 8khz 8kbps 96* Opus 48khz varies dynamic ILBC 8khz 13.33 or 15.2kbps 101/126* telephone-event (DTMF Tone)  

2019-05-06 - Atlanta Network Failure (Resolved)

Published April 22nd, 2023 by Marissa Orsini

Event Description: Dropped calls and lost registration Event Start Time: 2019-05-06 12:17 PM EST Event End Time: 2019-05-06 12:21 PM EST RFO Issue Date: 2019-05-06       Affected Services Inbound calls and registrations for customers on nodes in Atlanta Event Summary Inbound calls failing and lost registration for customers on registered to Atlanta

10DLC: Create a Brand

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the steps and requirements to create a brand. In the context of A2P/10DLC, Campaign refers to 'Use Case' while Brand refers to a 'Company Entity.' Brands are required to create campaigns for 10DLC to allow A2P Messaging.   Requirements Office Manager Access to Manager Portal or Higher Comp

Datagate: How to Add and Edit Customers

Published April 24th, 2023 by Marissa Orsini

Scope This article will show you how to add new customers and edit existing customers.     Requirements Access to Datagate   ConnectWise Integration (optional)     Sync Customers with Connectwise Click on Customers in the main menu.   Click the cogs icon. Click the CW symbol to start the sync. Click Confirm    Add Customers Manually Click on Custome

Common SIP Response Codes

Published April 27th, 2023 by Marissa Orsini

100 Trying: Caller is attempting to make the call 180 Ringing: Call is progressing 183 Progressing: Call is progressing. Ringing is normally heard. 200 OK: Successful request. During a call invite this means the start of the call 404 Not Found: Request URI isn't found. This could be a bad number or extension.  407 Proxy Auth Required: Invite receive

Microsoft Domain issues

Published April 25th, 2023 by Marissa Orsini

Scope:  This document will show you how to resolve the issue where when selecting a Microsoft Office Domain and it is falling.   Requirements:  Access to Microsoft Admin Center.     Problem The domain in Microsoft Office you want to use when selected in the EPP is failing Solution 1 The domain is not ‘healthy’ in Microsoft Office > Admin Settings

Yealink T5x: Connect a Sennheiser SD Pro Using EHS40

Published April 25th, 2023 by Marissa Orsini

Scope: This document explains how to connect a Sennheiser SD Pro1/2 with a Yealink T5 series phone using the EHS40 adapter.    Requirements: Yealink EHS40 adapter   Sennheiser Y-Cord (Included with the EHS40)   Sennheiser SD Pro base   Yealink T5 series phone     Connecting the SD Pro to the EHS40 Connect the single end of the Sennheiser Y cord to t

Bria Mobile App

Published April 25th, 2023 by Marissa Orsini

Scope: The following steps will allow you to configure the Bria softphone application for use with your Hosted PBX service.   Requirements: SIP Credentials -  Find how to get them here IOS or Android phone Bria app from iTunes or Google Play store   Note: Only voice calls are supported in the app. Messaging (SMS/MMS) will not function.     Download

OneBill: End of Month Procedures

Published April 24th, 2023 by Marissa Orsini

Before Invoicing Day Have you checked to make sure your customers have products added?  Have you added all one-off transactions?  Are your orders activated?  Are your customers set up on auto-pay? (if necessary) If you have not answered no to any of these questions, please go back to them before proceeding. On Invoicing Day If all the steps above ar

OneBill: Rectify an Invoice

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to reverse an invoice when needed.      Requirements Access to OneBill     Go to the Customer you will be rectifying the invoice for.   Scroll Down to the Invoices Section   Click on the Gear next to the invoice you would like to Rectify. This can only be done to invoices that are unpaid.  Click Rectify In

Upgrade Firmware on Avaya J100 Series

Published May 17th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The following article outlines how to upgrade the firmware of an Avaya J100 Series.   Requirements IP Address of Avaya to access Web GUI  Firmware Upgrade file   Access Web GUI of Phone by grabbing the IP Address  Press the Menu Button Then click Network Information > IP Parameters > IP Address will be provid

Enable Confirmation Page Printing on FaxBridge

Published April 25th, 2023 by Marissa Orsini

Scope This article will show you how to enable printing fax bridge sent confirmation page. Enabling this will allow will you to receive sent fax confirmation pages from the fax bridge. A confirmation page will tell you if a fax was sent out successfully.      Requirements: Access to our mFax portal     Enabling   Log into mFax Portal Select FaxBridg

Ray's Travel Packing List

Published June 2nd, 2023 by Marissa Orsini

Scope Intended Audience: Anyone The following is a list of items that I keep in my "go" bags for travel. I add to it as needed. But generally I only need to add clothes.   Introduction At minimum, I take the following two bags with me on every trip. If needed, I will bring a camera bag and other items as needed. Most of the items in these bags are d

Allworx: Connect a SIP IP Based Trunk

Published April 26th, 2023 by Marissa Orsini

Scope: The following steps will allow you to use a SIP Trunk with your hosted Allworx PBX using IP Based SIP Trunk   Requirements: Administrator privileges to the web console SIP trunk information (see  Create a SIP Trunk ) Ensure SIP Trunk Name is the same as Domain     Create SIP Trunk on Allworx   Login to your Allworx administration page Navigat

OneBill: Create a One-Time/Trigger Invoice

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to create trigger invoices for when you are invoicing for one-time charges which require immediate invoicing.      Requirements Access to OneBill     Navigate to the customer profile. Scroll to the bottom and click on the transactions tab.  Click the + on the invoice of the one-time transaction. Select the

Configure Failover for a SIP Trunk

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: White Label Partners or higher This article outlines how to configure failover for a SIP trunk for use with an on-premise PBX or ATA device.   Requirements White Label Access to Manager Portal or higher Existing SIP trunk     Log in to the Manager Portal Navigate to SIP Trunks Click on the desired trunk and go to the Failove

Grandstream GDS3710 to Yealink T58 Video Call Setup

Published April 25th, 2023 by Marissa Orsini

Scope: This document will help you adjust the settings on the GDS3710 with firmware XXXX to allow audio and video during a call on your hosted PBX service.   Requirements: Access to the phone's GUI SIP Credentials -  Find how to get them here GDS Firmware: 1.0.5.2 Yealink Firmware 58.83.0.56     Configure GDS3710 via Web GUI Log in to GDS3710 Web GU

Recommended Door VoIP Entry Phone

Published April 25th, 2023 by Marissa Orsini

Scope: This document will help you determine which VOIP phone is ideal for your needs. Both Door Entry phones do allow to be connected to a Door Strike, Mag Lock, Gate Controller, etc via COMMON and NORMALLY OPEN contact to operate the strike.   Requirements: Door Strike, Mag Lock, Gate Controller (Optional)     Door Entry Phone with No Keypad (VIKI

Applying a Credit or Adjustment

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to apply a credit or adjustment to the account and at the invoice level.     Requirements: Access to OneBill     Applying to Subscriber Account Navigate to Customer > Subscribers and select the desired subscriber profile.   Click on Apply Adjustment on the upper right-hand side of the screen next to the

Create and Apply a Template on SNAPbuilder

Published April 25th, 2023 by Marissa Orsini

Scope This document will show you how to create and apply a template on SNAPbuilder   Requirements Access to the Manager Portal   Deskphone     Create a Template Log in to the Manager Portal Click the Inventory tab > Then click Phone Hardware > Then click on SNAPbuilder dropdown > Then click Manage configuration templates There you will be

Delete Voicemail Messages

Published April 27th, 2023 by Marissa Orsini

Scope Intended Audience: All Users The following steps will show how to delete voicemail messages via the portal.   Requirements Access to Manager Portal   For Basic Users Log in to the portal Click on the Messages button on the top Navigate to the message you want to be deleted and on the right-hand side click the Red X to delete the message For Of

UC Integrator License Types

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines the differences between the various license types in UC integrator.     Feature Solo Team Unite Click to Dial ✔ ✔ ✔ Presence/BLF Monitoring ✔ ✔ ✔ Address Book ✔ ✔ ✔ Call History ✔ ✔ ✔ Recent Calls ✔ ✔ ✔ Missed Call Notifications ✔ ✔ ✔ Call Control (Varies by device type) ✔ ✔ ✔ Preview wind

Cancel a Product

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to cancel any products owned by a subscriber.     Requirements: Access to OneBill Platform     Cancel Product Owned Navigate to the Products Owned tab in the subscriber profile.   Click on the Plus on the left of the product you would like to cancel   Click on the Cog to the right of the item you want to c

SNAPmobile iOS 3.3 Release Notes

Published April 22nd, 2023 by Marissa Orsini

Scope This article outlines the release notes for version 3.3 of the SNAPmobile iOS app. Branded apps have already been pushed out to all applicable partners. You may follow these instructions to publish them or contact support for assistance.   Bug Fixes 3.3.0 Fixed a bug where configuration settings without a description were not being read proper

OneBill: Create a Quote

Published April 24th, 2023 by Marissa Orsini

Scope The following steps will show you how to create a quote.     Requirements Lead Created: OneBill: Create a Lead Scope The following steps will show you how to create a lead for quoting.    Item Scope The following steps will show you how to create a lead for quoting.      Requirements Access to OneBill     Go to Customers > Leads   Click Cre

Datagate: ConnectWise Manage API User Permissions

Published April 23rd, 2023 by Marissa Orsini

Scope The following will show you the permissions needed for the ConnectWise Manage API user for Datagate.     Create a new Security Role for the API user with the following permissions for each module.  Companies Finance   Marketing   Procurement   Project   Sales   Service Desk   System   Time & Expense

Inbound CNAM Not Displayed/Displayed Incorrectly

Published May 17th, 2023 by Marissa Orsini

Scope Intended Audience: Channel Partners, White Label Partners, Tier 1 Technicians, and Higher The following document will show you how to troubleshoot incorrect inbound CNAM cases. This includes verifying the invite from name from the call trace, ensuring that CNAM dip is working and getting the caller's name resolved from the dip, and checking th

mFax - Removing/Moving a FaxBridge

Published April 25th, 2023 by Marissa Orsini

Scope Intended Audience: Client Success or Tier 1 Technician The following document will guide you through have to remove/move a FaxBridge from a mFax account. If a FaxBridge is broken and deletion from the portal is required, Documo must be contacted to complete this task   Requirements Access to mFax     Steps Log into mFax Platform Select FaxBrid

Cancellation Process

Published April 24th, 2023 by Marissa Orsini

Scope Intended Audience: All Clients We understand there may be situations where you need to cancel your service with us. While we are sad to see you go, we will do everything possible to make your transition an easy one.    Submit Your Request An authorized person from your company must send an email to the billing department with the following inf

SNAPanalytics

Published April 26th, 2023 by Marissa Orsini

Scope Intended Audience: All End Users This article outlines how to access and use SNAPanalytics, a real-time reporting dashboard used with Call Center view.   Requirements Call Center Agent or Call Center Supervisor Access to Manager Portal     Quick Links Access SNAPanalytics Main Menu Board View Create or Edit Boards Add Cards to a Board Board Se

MAC address already exists in the Manager Portal

Published April 25th, 2023 by Marissa Orsini

Scope The following article outlines how to resolve cases in which a MAC Address already exists in the Manager Portal when trying to add it.   Requirments Super User account     Removing MAC address from Inventory In case a WLP accidentally deletes a domain with phones added. When re-creating the domain and adding the phones, they would get the mess