Below are the most commonly asked questions about Cloud PBX service.

Q: How do I log in to my account and manage my voice services?

A: There are two ways:

  • Online:
    • Log in to the HostPilotĀ® Control Panel  <choosing For admins tab> with your username and password.
    • Under Services, select Voice Services.
  • Over the Phone:
    • From any phone, dial any of your Enhanced Service phone numbers.
    • Over the sound of the first ring, enter your 6-10 digit PIN.     

Q: How do I set up my Auto Attendant to control the flow of inbound calls to my phone system?

A: In order to manage call flow using Auto Attendant follow the steps below:

  1. Navigate to HostPilot > Services > Voice Services > Auto Attendant.
  2. Select the existing menu or create a new one. Determine if you want calls to ring phones through Receptionist Routing, or if you want callers to hear a recorded greeting (you can include menu options for callers to select).
  3. Save changes.
  4. Click Script on the same row of the menu you created and follow recording instructions.

For more detailed instructions refer to Hosted PBX Auto Attendant Tutorial.

    Q: Do I need to provision a piece of phone hardware, or can I use a personal computer as my phone representation instead?

    A: You can use a computer as your phone, rather than a physical piece of phone hardware. You will need to get in touch with our Support Team to provision Generic SIP line for that service. This gives you SIP credentials (username and password) to put into the desktop softphone application of your choice. In order to retrieve them follow these steps:

    1. Navigate to HostPilot > Services > Voice Services > Numbers and Extensions.
    2. Choose the phone number assigned to Generic SIP.
    3. Click on the SIP Configuration tab. This will show you information required for your service with a desktop softphone app:
      • SIP credentials
      • Server name
      • Primary and secondary codecs

    An example of the desktop softphone app is the Bria 4 softphone. You will have to download this from Bria's website, in accordance with instructions listed in the following article: Configuring the Bria 4 Softphone via AnyPhone BYOP

    Q: How do I enable Call Recording in my Auto Attendant?

    A: In order to globally configure call recording settings follow the steps:

    1. Navigate to HostPilot > Services > Voice Services. 
    2. Click on Additional Settings > Call RecordingFrom here you can enable Automatic and On Demand Call Recording.

    Notes:

    • for Automatic Call Recording go to each Hunt Group or Call Queue and enable it at the level as well
    • for On-Demand Call Recording press *80 to start and stop recording

    For more information about Call Recording types review  Hosted PBX 2.0 - Call Recording

    Q: I just received my bill and I'm confused. Can you explain the charges?

    A: Here are some common reasons why you might see more voice charges than expected during a certain billing period:

    • As opposed to some other services, Intermedia charges its customers in a ‘cycle forward’ manner, meaning that we bill customers for the month of service that they are about to receive.
    • One or more Lines of Service may have been activated in the middle of a billing cycle, causing pro-rated charges to accumulate.
    • One-time charges such as inbound porting fees, usage surcharges, or equipment purchases may have been applied.
    • The details of your bill are stored in your HostPilot: navigate to Account > Balance & Billing Documents then click on the blue hyperlinked invoice numbers.
    • For a detailed explanation of your voice charges from Intermedia, please contact Cloud Voice Support.
          

    Q: How do I set up my voicemail and check it over the internet, desk phone, or through another phone?

    A: On the first use, change your PIN from the default one. Note: your PIN should be between 6 and 10 digits, must not start with a zero and cannot be too repetitive.

    1. Press the Voicemail button on your phone and when prompted for the password, dial '0000' to change the PIN, record your name and voicemail greeting.
    2. Log in to Voice Services using your number and PIN.
    3. Click on Voicemails to review messages.
    • To receive email or text notifications about voicemails received navigate to Settings > Notification and enter your email address and cell phone number you want notifications to be sent to. For more info about voicemail notifications for different types of numbers review this article.
    • To check voicemails directly from phone dial number for your desk phone, wait until you hear your unavailable greeting recording and immediately enter in your PIN. For detailed steps review the article How Can I Check My Desk Phone Voicemail From A Remote Line?    

    Q: What should I be aware of regarding porting my numbers to or from Intermedia?

    A: If you are porting one or more existing phone numbers to Intermedia, there will be a case open in our system with our Carrier Relations department. Watch for regular updates to the case to be delivered to your e-mail inbox. Additionally, your request status could be checked in HostPilot under Number Porting Service or you may contact Cloud Voice Support at any time to receive the most up-to-date information.

    • Porting (the transfer of a number between one phone service carrier to another phone service carrier) normally takes between 2 to 6 weeks for local numbers and 1 to 2 weeks for toll-free numbers, depending on your carrier.
      • Your phone number needs to be active (working) and in good financial standing (not frozen or disconnected) in order for the port to commence. Carriers normally charge a one-time fee per number porting.
        • Please fill out a letter of authorization and include the most recent billing statement from your current (old) phone service provider.
        • If you are porting one or more numbers away from Intermedia to a new service, please contact the winning carrier for all questions regarding the porting of the numbers to their service.

        Notes:

        • Please ensure you are not porting your DSL number or a number that is associated with the internet (please contact your current service provider if you are unsure).
        • Please be aware that porting numbers connected to a credit card machine, landline/analog fax line, security system, public announcement/intercom system, and door operating system may not allow that device/service to function as intended. Please contact our Cloud Voice Support for more details.

        Review Porting FAQ for details about porting request submission process and requirements.

        Q: Many of my phone calls are experiencing poor audio quality, or are dropping unexpectedly. What should I do?

        A: If you are also unable to load web pages or the internet connection is sluggish on your computers, contact your Internet Service Provider first to resolve the internet connection problems.

          If your internet connection is working on your computers, then contact Cloud Voice Support and provide with information about where the issues are coming from such as the date, time, and extension the call dropped at, or which phone had poor audio quality.

          Q: Why do the extensions on my phone say 100, 100, 100, 100 etc? Can I call out from a different line/extension on my phone?

          A: Our phones show the repeating extensions to indicate the number of calls that can be taken on that phone, not the different lines of outbound caller IDs you can show. For now, the extensions cannot show multiple different extensions, such as 100, 101, 102, 103 on one phone.

            You can only change your outbound caller ID in your Admin Portal. We do not support changing outbound caller ID, or "calling out from another line" by pressing a button or code on your phone.   

            Q: My phone is unable to make or receive calls, and is displaying the error message "URL Calling Disabled". What should I do?

            A: Unplug the phone from the power for 20 seconds: this will hard reboot the phone. If “URL Calling Disabled” remains on screen after the reboot or the issue persists intermittently, please contact our Cloud Voice Support.

            Q: How many lines do I have with you and What is the difference between a VoIP System Phone, a Phone Number, and a Line of Service?

            A: Contrary to a POTS land-line phone system, a Line of Service is no longer tied to a physical cable. Instead, Intermedia customers purchase Lines of Service as digital subscriptions.

            Your VoIP phones connect over your Local Area Network (LAN) to the Internet, and from there to Intermedia. Once they connect to a Line of Service, they are then able to make and receive phone calls.

            Each phone on Intermedia customers account receives a phone number to act as the phone’s Direct In-Dial (DID) number. Customers may also optionally purchase one or more Enhanced Service numbers, which would exist solely in the Intermedia Cloud, and which have extended features beyond what the phones can provide.

            Your lines of service vary with the type of service you signed up for. Most commonly, our customers have one dedicated line of service per phone. How many calls a phone may take at one time, however, depends on the number of lines a phone has:

            Examples:

            • If you have one Polycom 2-Line phone (with a dedicated line of service) and one Polycom 4-Line phone (with a dedicated line of service), your 2-line phone can take up to 2 calls at once (1 active call where you are speaking with the caller, and one call on hold, where the call hears hold music), while the 4-Line phone can have 1 active call and up to 3 other calls holding at the same time.
            • If the 2-Line phone has two calls, the 4-Line phone, with its own dedicated line, can still hold up to 4 calls (1 active and 3 on hold) independently of the 2-line phone (that means the 2-line phone will not interfere with or block calls coming into the 4-line phone). 
            • Each desk phone comes programmed with a Direct Dial phone ID number. You can give that phone number as a direct line (that number will ring only your phone), and it is also that phone’s voicemail box number. That one phone number, again, depending on the dedicated line and type of phone you have (2-line, 4-line, 8-line, etc.) will be able to take on that many calls at once.

            The quantity of phone numbers you have may not always equal how many lines you have with us, for example:

            • An account may have 4 phones, 1 Auto Attendant, 1 Webfax number and 2 Add-on Numbers recently ported into an account.    
            • That means they have a total of 8 numbers with us; but only 4 lines of service (one dedicated line for each phone), and each phone can make/take as many calls as it is designed to take (2-line, 4-line, 8-line, etc.).

            Q: How do I send a fax?

            A: There are two types of Fax Service:

              • If you have a WebFax number, faxes can be sent using Fax Upload Application. Please see this article for more information.
                • If you have a Cisco SPA-112 fax adapter, it needs to be connected to your fax machine and your router. Additionally, its voice line needs to be activated in HostPilot. More detailed instructions can be found in the  Quick Start Guide

                Q: I would like to know how to use features of my phone such as placing and receiving calls, transferring calls, handling multiple calls, creating a three-way conference.

                A: For basic information refer to Quick Start Guide and for more details look into  Owner's Manuals