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New features and updates for the customer administration portal   On June 3, 2024, the Customer Administration Portal will be updated with enhancements and fixes.   Updates   Ability to turn off end user notifications when creating single users   When creating or managing users in the Customer Administration Portal, a number of emails are automatically generated to the end user’s email address. A new option has been added in Administration and Access to selectively disable or enable some of the various emails that can be sent. A new Email Settings button has been added to the row of options along the top row. Click this button to bring up the options:     The settings provide the options to disable those emails (or re-enable them later). This lets you create and manage users without all the emails going out. If you are creating new users, you may still want to trigger a password reset email after the user has been fully setup if the user needs access to any of the soft clients or call center portals.   SIP Trunk International Calling Bulk Update Setting   International calling options for SIP Trunk users is now available in the Bulk Update settings. Choose International Calling Feature (if enabled for your Enterprise), then Enable the option to make International Calls, choose the Calling Plan, then choose what users to apply the settings to. The options are Update for Selected Users (numbers labeled as Enterprise Service are the SIP Trunk DIDs), update it for all users in the Enterprise to the same options or update per location group. The click Update to apply. The operation will be performed in the background and will depend on how many numbers are being updated in terms of how long it will take to complete:       Email addresses entered for users will now be forced to all lowercase   When adding or importing users and entering their email addresses, those email addresses will be forced to lowercase going forward to ensure better consistency in representing how those emails are shown throughout the Customer Administration Portal.   E911 Report now contains notification email addresses   When loading a Location, the E911 Report button can be used to send yourself an email report containing the currently assigned E911 addresses per number. This report is being updated to also include any notification email addresses for each entry.   Fixes   Fixed an issue where supervised call recording permissions weren’t being honored   Fixed an issue where the User Permission setting for Can View, Download and Email Recorded Calls was being ignored even if the permission was disabled and users were seeing those actions as available to use.   officeXtend Client Update   During the week of May 20th, updates to the officeXtend clients were made available. See this notice for more information. ... View more

Product changes and fixes   On June 3, 2024, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates - UCaaS Services   Added support for Grandstream V2 (Version 2) devices   Support has been added for the Grandstream GXW4216 V2, GXW4224 V2 and the GXW4248 V2 multi-port analog gateways. The firmware for these gateways automatically works with the provisioning server so no manual steps are needed to get these to work. Additional features include a gigabit LAN interface. Additionally, the V2 devices have a randomized default password for enhanced security and factory resetting will default to this password. The devices are otherwise identical to the V1 gateways in form/function.   E911 Address Bulk Import per customer   E911 addresses can now be bulk imported in Atlas. Open a customer account in the Customers tab and choose Locations from the Category drop-down. Click E911 Address Update at the bottom of the section. A new CSV upload section has been added to the dialog. Click on the “click here” link to download a template CSV file.   NOTE: editing ZIP codes in Excel is problematic if the ZIP code begins with 0. Excel will remove the leading 0. A CSV file is simply a text file and can be opened in Notepad or another text editor if you have ZIP codes beginning with 0:     When editing the template, you can delete rows for addresses you don’t plan to change. Once you’ve edited the template, click on Choose and select your new template to upload. The next section will show the column mapping according to your CSV file to give you an idea of what will be imported. Click Proceed to continue the import. Then click Validate. This will ensure the address validates with the E911 service:     Click Update to queue the request to update the E911 addresses. Pending updates will show with a lock icon. Once complete, the E911 Address will show the updated address:       Email Address Report now contains notification email addresses   When loading a customer account in Atlas and choosing the Features & Services category, the E911 Address Report button can be used to send yourself an email report containing the currently assigned E911 addresses per number. This report is being updated to also include any notification email addresses for each entry.   Updates - Microsoft Operator Connect for Partners   Adding Cancel Order option in Service Orders for Operator Connect   Once a Sales Orders has been submitted, an option in Service Orders is now available to cancel the order in case something is incorrect on the order. This can only be done prior to working any steps in the workflow. Once a workflow step has been worked, the order can no longer be cancelled. To cancel, find the Service Order and click the + symbol on the left side of the row, then find the Cancel Order option in the row of buttons on the right:     Fixes   Fixed issue when restoring a cancelled seat containing a Generic Device   Fixed an issue that was preventing a cancelled seat with a Generic Device from being properly restored.   Fixed an issue resulting in some blank entries in the Recent Activities log after SSO is enabled for Cloud Business Fax   Fixed an issue in Cloud Business Fax where after a login user ID is updated once SSO is enabled, any previous Recent Activities entries related to that user were showing as blank.   nCommand Plus, homeXtend and officeXtend Client Updates   During the week of May 20th, updates to the nCommand Plus and homeXtend clients were made available. See this notice for more information.   Updates were also made available for officeXtend. See this notice for more information. ... View more

Updates for nCommand Plus and homeXtend Plus rolling out week of May 20, 2024   Updates will been released for the nCommand Plus mobile and desktop apps that includes various bug fixes, along with a feature update. Additionally, the homeXtend Plus mobile apps will be updated with bug fixes and general improvements.   nCommand Plus Updates   Updates   Support added for Yealink BH70 wireless headset.   Fixes   Fixed attended transfer notification issue Improvements to issues with mobile apps not ringing in a timely manner Fixed ringing issue on the second incoming call with Jabra - Jabra Direct requiring for proper functionality Fixed issue with handling larger image attachments Various additional fixes   homeXtend Plus Updates   The homeXtend Plus mobile clients (iOS/Android) will receive the following fixes:   Fixes   Improvements to issues with mobile apps not ringing in a timely manner Various additional fixes.   If you have automatic updates on for the mobile apps, the app will be installed automatically during the release week. If the update has not been applied, open the App Store (iOS) or Play Store (Android) and check if you have any outstanding app updates to apply.   When released, the new version 2.4 desktop app can be downloaded here. ... View more

Working as a team has never been easier   We’re excited to announce we’ve partnered with Cisco, the leading global provider in video meeting and messaging solutions, to bring you a fresh seamless collaboration solution to bring together calling, messaging, and meetings in one application: Webex.   With this partnership, you’ll have the opportunity to enjoy everything you love about mobile and desktop communications apps and so much more: chat directly or with a team, send emojis and GIPHYS, easily join meetings with a single click, and share files simply to name a few.    Choose from three different Cisco Webex packages with PSTN calling automatically enabled, built on the same solid network you rely on every day.   A better way to work has arrived!   Enjoy everything you love about Sinch Calling with Webex and so much more with all the tools to empower your team to collaborate all in one place, from anywhere.: Crystal clear calling. With native in-app voice and video calling, you can make and receive calls with the classic calling features you rely on daily.    Messaging the way it’s meant to be. Quickly contact teammates, internal or external, using chat for direct messages or in a group space. Enjoy the latest messaging features such as @mentions, emojis and GIPHYS, plus threaded message support!    Hassle-free video meetings. From the global leader in video meetings, you can host or join secure HD meetings on any device, anywhere, and keep your data and privacy protected. Share your desktop, application, or file during your meeting or pop up a virtual whiteboard and have a brainstorming session.    Team collaboration tools keep you moving forward. Create a virtual workspace where you can get work done with others one-to-one or as teams. Chat, meet, share files, and link your productivity apps all within your virtual space to keep your work and conversations organized.    To get help you understand what this means for you, we've created an FAQ page.   Questions? Please contact us at: support@inteliquent.com. ... View more

Bring your own ATA gateway   If you already have Grandstream GXW series devices, they may be compatible with your new telephony solution.   The guide below provides instructions on how to configure these devices for use with our service: Grandstream GXW Series BYOD Guide ... View more

New features and updates for the customer administration portal   On October 30, 2023, the Customer Administration Portal will be updated with enhancements and fixes.   Updates   Webex email validation tool   A new Webex Email Validation tool has been added to Manage Phone System that will let you pre-validate, in bulk, a list of user’s email addresses. It’s highly recommended to use this tool to determine if users can be successfully created in Webex. In many cases, customers might already be in their own organization, and this might cause conflicts when trying to onboard them to another Webex org:     When selecting the tool, you can download a template CSV from the dialog that contains a single Email ID column. Fill up this column with email addresses to validate. This does not create any services, so you can use this at any time:     The resulting CSV will be emailed to the email address associated with your account you signed in with once the report is generated. The report will contain a response code and a description for each email address in the CSV that indicates the likely success of importing each user. Some example return values are the following, though there are others as well:   Response code Description 100 Provisioning preCheck validation successful. 2012 The subscriber cannot be provisioned for Webex for BroadWorks because they are already entitled to Webex Calling. 2045 The specified subscriber is already onboarded with a package into this customer organization.   If in doubt about a particular response, open a ticket and we'll help review it.   New Fax Received Notification Option   A new option has been added to the fax products that allows a recipient to choose to receive an incoming fax with the fax attached to the email (existing option) or to receive a notification email with no attachment to help maintain better HIPAA compliance. The new notification-only option sends an email that directs users to log into the Customer Administration Portal to view or download the received fax:       New Fax Admin Option   A new option has been added to the admin Configuration options for each fax account. An admin can choose to disable globally per fax account the option to allow sending faxes with emails as attachments to help enforce HIPAA compliance:     Once enabled, all users will see the following in their own settings, where they can only choose the new Notification Me option or None:     Hosted fax accounts are now sorted.   The list of fax accounts shown in the Hosted Fax drop-down will now be sorted:       User search option added to Hosted Fax and Call Recording   When assigning users to either fax accounts or call recording services, the drop-down for selecting the users to assign now has a search option. Just begin typing part of a name and all matches will be shown:   ... View more

Simplified issue reporting and case visibility enhancements   On August 29, 2023, we are making an exciting new change to the Inteliquent portal to help make submitting support issues easier. Instead of choosing Trouble Ticket or Case creation, you now can choose your problem type and we will route the support issue to trouble tickets or cases. The support issue will route based upon the problem type chosen as shown below:   Simplified issue reporting   The problem type list will include all the trouble ticket issue types as well as all the case problem types. Steps to report an issue: Choose a Problem Type from the drop down Click NEXT and you will be routed to Support Case OR Trouble Ticket Enter all pertinent information and hit CREATE Your ticket or case will be created and appear in the TT List or CASE List:   Expanded case visibility   In addition, you will now be able to see the following case types: Message Use Case Customer Success Toll Free Portal Support. You can search by Case Type as well to filter by specific case types as listed above. We encourage you to explore these new features and experience the improved support portal. If you have any questions or need assistance, please don’t hesitate to contact us at portal_support@inteliquent.com.  ... View more

Upcoming Billing Migration   As part of an ongoing commitment to enhance your experience, we’re continuing to boost the Vitelity platform’s stability, scalability, and reliability. For the past year, our team has focused on “Revitalizing Vitelity”. We’ve upgraded servers and software for the portal, introducing full featured self-service porting, access to the most advanced number inventory in the industry, and more. The next major step is to release our enhanced billing platform.   What does this mean?   Behind the scenes, we’ve reviewed and upgraded all the processes supporting billing. We’re establishing a robust platform to allow more innovative solutions in the future. Accounts will be migrated to the updated system in a phased approach, over a 4–6 week period, allowing for a smooth transition and ongoing, reliable support. What’s the process? No actions are required from your side, but you will see changes in billing history and invoice presentation.    Billing History     You will see a ‘Billing Migrated at’ date on the Billing History tab once your account is moved. Six months of billing history will be available via the portal. If earlier data is needed, please open a support ticket. Invoice/CDR Presentation You will continue to request invoices in the system as you always have — you’ll see them listed under Invoice Requests and also receive them via email. However, during the migration transition, you may receive your invoice in two parts if the timeframe requested overlaps with your migration date (to account for the old and new platforms).     When is this happening? Migration of accounts will start in October. We will email a notice 3–5 days before your accounts migrate to alert you.   As always, if there are any questions or issues, please call 888-898-4835, email support@vitelity.com from an authorized email or create a support ticket through the Vitelity portal. Thank you for your business. ... View more

How can you provide telephone service to the MS Teams Phone System?   Watch the video below to learn how to provide telephone service to the MS teams phone system:     View PDF version of this Webinar   Demand for Microsoft Teams is still skyrocketing with monthly users reaching 300 million! More and more small to large enterprises — over 1 million organizations — are taking advantage of Microsoft Teams Phone System as a primary business phone system.   According to Forrester, the business value not only includes improved security and service quality but key time and cost savings, including: Average weekly savings of 1.25 hours per worker 185% return on investment for SMBs 132% return on investment for enterprises. As a service provider, and partner of Sinch, you can now offer Operator Connect to your clients through our new program, Operator Connect for Partners. This program is available for communication service providers, managed service providers, and value-added resellers to provide Teams voice calling to your enterprise customers. Participating partners can leverage the Sinch network and number coverage to take advantage of a turnkey, highly automated solution with a: Partner management portal Branded customer administration portal Low-touch order management system Efficient service and support. ... View more

New Feature - Verification Calls   Verification Calls   Security is one of the most important topics in our world today, and your calling experience is no exception. While the Vitelity customer portal currently has a variety of security measures, we’re introducing a new feature – Verification Calls. As a Vitelity user, now you can authenticate users with this feature. Simply utilize the new screen to send a system-generated call to a phone number of your choice with a specific code you choose. When you call someone, he or she will receive a call with a recorded message identifying who the call is from (Friendly Name) and the unique code. When this person calls you back, he or she can reference the code so you can be confident you’re talking to who you expect.   This new feature is in the Vitelity Portal under the menu item My Products and Services. Select Verification and Calls. Once the information is added to the form, and sent, the system will call the provided number and play the message along with the specified verification code. The receiver of the call can then provide you with the code for authentication.   ... View more

What to do when you first login to the Webex app   When you first login to the Cisco Webex app, you'll find there are many things to explore. Refer to the following sections in this article to learn more.   Initial login screen   When you first startup the app, you'll be presented with a sign in screen. This is the same for desktop, mobile and tablet clients:     Click Sign In, then enter your username and password when prompted. On initial login, you'll see a couple pop ups on 911 calling and connecting to a Cisco Room OS device:     Click OK and close the Choose a device dialog.   Exploring the menu options   On the left are the main sections of the Webex app:       Initial profile and status In the upper left of the Webex app, you can click the profile icon to customize your profile, then click Set a status to update your status at any time. Other users will see this status.   Messaging The messaging menu is where all chat communications occur and is typically the default page view when you login. You'll notice you have a Webex space already created for you that is your own personal playground to experiment with.   Teams Teams allow you to create and organize spaces for things like projects or departments rather than having everything be a linear set of spaces in your view.   Contacts Contacts can be added into some pre-defined groups, or create your own group. Custom contacts and personal list contacts will be searchable here, but these do take time to propagate into the Webex cloud.   Calling The calling menu provides access to the dialpad and call history. Your assigned phone number will be shown above the dialpad. Incoming calls will start ringing your Webex client once you login.   Voicemail The voicemail menu will show all your current voicemails and let you listen to them directly in the app.   Meetings The meetings menu is where you'll go to schedule meetings and view your meeting calendar.   Personal insights Personal insights is an optional feature you can turn on at any time. This provides information on how you are using Webex.   App Hub A number of companies build add-ons to the Cisco Webex app. App hub will help you find something you may already be using, or some additional tools that help your productivity.   Help The help menu provides quick access to help articles.   Call Settings Call settings provides direct access to many of your calling features such as call forwarding and other settings.     Appearance   First things first. Color preferences are found by clicking the profile icon in the upper left, then choosing Settings. Click on Appearance from the dialog menu. Here you can choose your color scheme and other appearance preferences:       Spaces   Spaces are the key building block of the Cisco Webex app. Any user can create a space and invite other users to join. To create a space, click the + icon, then choose Create a space:     You can name the space, then invite other users to it by searching for their name or email address they used for their Webex account:     Once you've created the space, you'll see it in your list, and can start typing a message:     You can type text, drop documents and add emojis to your messages. You can search the list of emojis to find just that right one:     Click the send button on the far right to send your message to your new space.   Calling   The calling menu is where you'll handle all incoming and outgoing calls to outside people. Call history is separated into All and Missed categories. The small phone and dialpad icons can be used to pull the call to this client or bring up the dialpad at any time respectively:     Your assigned phone number will show above the dialpad. To place a call from the dialpad, enter the phone number or start typing part of a name for matches to any users or contacts.   Voicemail   Voicemails can be fully managed from the Voicemail menu:     Selecting any voicemail will bring up an option to play, delete or mark the voicemail as unread:       Calling settings   To access call settings, select call settings in the lower left corner, then choose Open Call Preferences:     This will bring up a dialog with some quick changes you can make to your call settings. Click Advanced Settings to get access to more of your calling features:     Each of the sections can be expanded or collapsed with the arrows.   If you are a call center agent, your availability and other options will be in the Call Control section.     More information   Cisco provides more in-depth help articles on many features of Webex. ... View more

Things to do to prepare for migrating and what to expect   NOTE: When preparing to migrate to a Sinch Calling with Webex package, first review our FAQ page.   The sections below highlight some important things to note.   Messaging compatibility   The Webex, officeXtend and Voyant Connect solutions use different messaging platforms. As a result, the messaging feature is not compatible between Voyant Connect and either officeXtend or Sinch Calling with Webex. Before migrating, review your message history in Voyant Connect and save any important chats since chat data will not carry over to the new service.   Contacts   Contacts and groups in Voyant Connect will not carry over to either a Webex or officeXtend solution. Make note of any important contacts that you will want to have available in the new apps.   Existing meetings   Make note of any recurring meetings in which you are using Voyant Connect conference numbers or links as you’ll want to update those after the upgrade.   User preparation   For the users that you plan to have upgraded to a Sinch Calling with Webex package, they will need to have real email addresses assigned to each user.   NOTE: If the email address has already been used with a Cisco Webex account before, like a free Webex account, go here to delete your free Webex account: Delete your free webex account I f the email address is linked to an existing account, this will cause problems when attempting to provision the user with a Sinch Calling with Webex package.   Customer administration portal   If you are using the Customer Administration Portal to manage your enterprise, you will need to verify or update your user's email addresses in the Administration and Access menu. Each user can only have one phone number assigned as well in case you have multiple extensions/phone numbers assigned to the same user. You will need to create separate users for each and assign each user a different email address, then use the Reassign option in the Manage Phone System (Locations) section to assign those services to the new users, ensuring each user has only one seat assigned.   Voice management portal (Broadsoft)   For each user in each group, make sure to update the email address in the user's Profile section. Setting this field will help prepare this user for the upgrade to a Sinch Calling with Webex package. Contact support@inteliquent.com for any assistance.   Expectations for the migration   officeXtend   If you are migrating to officeXtend, you can get the officeXtend apps (desktop and mobile) installed before your user is migrated.   For help and user guides on officeXtend, see the help articles.   Do not login yet until you have been migrated. Once you have been migrated, you will need to logout and fully exit the Voyant Connect app. Then using the same username and password, login to officeXtend.   Note if you are using the Customer Administration Portal, you might need to reset your password following the steps in that article if you never logged into Voyant Connect before.     Sinch Calling with Webex   If you are migrating to a Sinch Calling with Webex package, the Cisco Webex apps can be downloaded for Windows, MAC, iOS and Android.   If you do download the Cisco Webex apps and try to sign up for a free account, do not use the same email address for your free account that you plan to use for your production service. If the email address you use is already in use when we try to provision your service, complications will arise requiring manual intervention. It's best to wait to try to sign in until your user is migrated. Note that when searching the app stores on mobile devices, search for Cisco Webex. You will want to install the app that says Webex, with Cisco Systems, Inc. as the company producing the app. Do not install the Webex Meetings app as it usually comes up first in your search. Scroll down to the Webex app. Your login will not work with the Webex Meetings app.   Once you have been migrated, you will need to logout and fully exit the Voyant Connect app. Then using the same username and password, login to the Webex app.   Cisco has no shortage of training materials and documentation. Helps articles are hosted by Cisco.   Feel free to get familiar with these articles as these will be the guides we reference. Cisco updates these articles to keep the content current. ... View more

Improvements for Porting Orders   On June 21, 2021, several port ordering features in the Atlas customer lifecycle management portal will be updated to improve user experience and functionality.   These updates include: Notes for Port Order Updates Now Required New Porting Help Link Reminder Emails for Port Orders Port Order Cancellations 48 Hour Warning for Port Orders Mandatory Fields for Port Orders Toll-Free Port Ordering   Notes for Port Order Updates Now Required   When updating a port order in Atlas, a new Notes section has been added to the bottom of the update entry page above the Update button. A note must be included with your update and provide as much information as possible about what you're updating. This helps the porting team verify the intent of your update changes.   New Porting Help Link   A help link is now available in Atlas in the LNP (Local Number Porting) tab. Clicking this will open a help article explaining how to use the LNP features.   Reminder Emails for Port Orders   When a port order has Firm Order Commitment (FOC), reminder emails will be sent to the configured Atlas LNP contact on the following interval: Three days before the FOC date (giving you time to make changes before the last 48 hours when no FOC date or time changes are allowed) One day before the FOC date Morning of the FOC date Each day after if the port order has not been triggered or the port has not automatically completed Please remember if you chose On-Demand and did not activate your port on the FOC date, your port order could get cancelled or any attempt to trigger the port could fail. Do not miss your on-demand FOC date.   Port Order Cancellations   A new icon has been added to the Actions column in the LNP tab in Atlas.     The “X” icon can be used on any port order which is not already pending cancellation or already canceled. When clicking the cancel icon, the following note will pop up. Canceling an order cannot be reversed. Additionally, any numbers on a canceled order could take up to 24 hours before being available for use on another port order:         48 Hour Warning for Port Orders   Once FOC has been received for a port order, the FOC date cannot be changed if the current date and time are within 48 hours of the received FOC date and time. An error message will now explicitly state you are in the 48-hour window. A ticket must be opened to request any order updates at this point.   Mandatory Fields for Port Orders   When updating a port order in the LNP tab in Atlas, selecting a number on the right will pull back most data needed for a port order. When multi-selecting a group of numbers, you must fill out all necessary information that will be applied as an update for all selected numbers. Any mandatory fields are now checked and the update cannot be completed without entering any mandatory data.   Toll-Free Port Orders   Toll-free port orders can now be submitted in Atlas in the LNP tab. Either choose Bulk Port or Customer LNP Order as your first option, then choose Toll-Free Number(s). Toll-free number ports must be submitted separately from regular phone number ports. The only option when submitting a toll-free port is to upload the required LOA (Letter of Authorization) form, which must be attached to any toll-free port order. Once the LOA is uploaded, review and submit the order request. Toll-free numbers will still need manual triggering, so please open a ticket when the number should be ported. ... View more