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FAQs: Users and Admins

The following is a listing of some of the more common questions asked about VirtualPBX. If you don’t find your answer here, please contact us by calling 1-888-825-0800, chatting in the live chat window below, or sending us an email at support@virtualpbx.com, we’ll be happy to answer any questions you may have.

For help getting started, you can also get answers in our Basic User and Basic Admin Training video tutorials or sign up for the live, weekly Advanced Admin Training

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General Questions

Please click on a topic to expand or collapse the solution.

VirtualPBX is a office phone system offering business-class phone features using existing phones and internet enabled, voice over IP (VoIP) phones.

POE stands for Power over Ethernet and allows POE enabled phones to be powered through your network if the network is POE capable. All VirtualPBX VoIP phones are POE enabled, and also come with an AC adapter allowing the devices to be powered with wall power out of the box.

VirtualPBX offers the following benefits:

  1. Free and unlimited calling and faxing in the continental US and Canada
  2. Savings of 40% to 80% over traditional phone systems
  3. Elimination of premise based PBX equipment, ending maintenance cost and hassle
  4. One network to manage for both voice and data, instead of two
  5. The deepest, most powerful feature set in the hosted PBX industry
  6. Flexibility in system configuration
  7. Easy system management from any web browser
  8. Employees can work from anywhere
  9. Full enablement of virtual offices, saving on rent, utilities and other expenses
  10. Take all of your phone system’s features with you for use at home, at the office, or on the road

VirtualPBX works with your existing phones, VoIP phones or a combination of the two. To take advantage of VoIP phones, all you need are a broadband Internet connection and a VirtualPBX VoIP-enabled phone.

All features of VirtualPBX are available to both standard and VoIP phone users. VoIP phone users can eliminate the cost of analog phone lines and dramatically reduce overall phone system costs.

Yes, standard and VoIP phones easily coexist on the same VirtualPBX system. Please consult with our sales staff to arrive at the optimal configuration for your communications needs.

No, VirtualPBX works with your current phone system and VoIP phones. No additional software or equipment is required.

Yes, existing phone numbers can be ported to the VirtualPBX.

VirtualPBX is evaluating PC-based soft phones and plans on releasing VirtualPBX support for PC-based soft phones in the near future. Please contact sales for further information.

Yes, mobile phones integrate seamlessly into the VirtualPBX and can use all of the features that are provided.

VirtualPBX may be able to assist you on converting Polycom phones that you have purchased from other phone system providers such as RingCentral, Phone.com and 8×8, to VirtualPBX compatibility. Please contact VirtualPBX Support for additional help.

In order to ensure the highest level of voice quality, we recommend that an additional 80-100 Kbps of bandwidth per active phone be allocated over your current data consumption. To help assess your VoIP readiness VirtualPBX has provided an information webpage as well as an online broadband speed test located at http://www.virtualpbx.com/speedtest/.

Yes, 911 calls over VoIP phones are handled through the e911 procedures while 911 calls over standard phone lines are handled by the phone carrier. Details of our e911 coverage can be found here.

Faxes are sent and received and managed through VirtualPBX. Received faxes can be viewed online or as email attachments and electronic documents can be faxed to any standard fax number.

While it is possible to use an analog fax machine on a digital VoIP line using an ATA, it is not recommended due to quality issues. If a dedicated fax machine is required for your business, then it should be run over standard telephone lines.

VirtualPBX supports the phone manufacturer’s equipment warranty and offers a money back guarantee during the first 30 days of operation.

Simply follow the Quick Start Guide included with the equipment and begin to experience the benefits of VirtualPBX. Starting up is easy as plugging in the phone and start calling. A copy of the Quick Start Guide can be downloaded here.

Yes, all features of VirtualPBX are available for Canadian users. Please check with our sales department for the availability of Canadian numbers.

Yes, international calls may be placed using VirtualPBX. All outbound international calls are charged per minute using VirtualPBX’s low international rates.

If your broadband stops working or if there is a power outage without sufficient battery backup available, your IP phone will not function. With VirtualPBX you have the ability to specify a forwarding number to another phone where calls will automatically be routed if your VoIP phone is unavailable.

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Users and Admins

Please click on a topic to expand or collapse the solution.

  1. Call into your virtual PBX number.
  2. When the auto-attendant message begins, press ‘#’.
  3. Enter your extension, then press ‘#’.
  4. Enter your password, then press ‘#’.
  5. If your extension has system administrator privileges, press ‘1’ to act as an extension owner.
  6. To access your phone extension press ‘2’.

Follow the directions provided by the auto-attendant to make changes to your extension.

  1. Go to https://vconsole.virtualpbx.com/
  2. Enter your virtual PBX number, your extension, and your password.
    Note: When entering your virtual PBX number do not use any special characters. For example, (408)555-1212, 408.555.1212, etc.
  3. Click the ‘Login’ button.
  4. If you do not remember your password, contact your System Administrator.
  5. If you are having other problems logging in please contact VirtualPBX Support at 888-825-0800, option ‘2’.
  1. Call into your virtual PBX number.
  2. Press # immediately when the MAIN GREETING starts to play.
  3. NOTE: If your extension has system administrator privileges, press ‘1’ to act as an extension owner.
  4. Press ‘2’ to access your phone extension.
  5. Then press ‘4’ to access your personal options.
  6. Press ‘3’ to access the recording options.
  7. Listen carefully to the auto-attendant directions to record and save your greeting.
  1. Call into your Virtual PBX number.
  2. Login at https://vconsole.virtualpbx.com/
  3. NOTE: If your extension has system administrator privileges, press ‘1’ to act as an extension owner.
  4. Press ‘2’ to access your phone extension.
  5. Then press ‘4’ to access your personal options.
  6. Press ‘2’ to record your extension owner name.
  7. Listen carefully to the auto-attendant directions to record and save your extension owner name.

Note: This procedure will only change your phone password and not your web password.

  1. Call into your virtual PBX number.
  2. Login at https://vconsole.virtualpbx.com/
  3. NOTE: If your extension has system administrator privileges, press ‘1’ to act as an extension owner.
  4. Press ‘2’ to access your phone extension.
  5. Then press ‘4’ to access your personal options.
  6. Press ‘1’ to change your password.
  7. Listen carefully to the auto-attendant directions to change and save your password.
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the CONFIG tab.
  3. Locate the Profile Information settings.
  4. Enter your preferred password(s) in the text boxes below the
    Phone Password and Web Password headings.
    NOTE: Phone passwords should be between 4-8 characters, numbers only.
    Web passwords are case-sensitive and should be between 4-32 characters in length, alpha-numeric.
  5. Enter your password(s) again in the text boxes below the Confirm heading.
  6. Click the Update Button button to save your changes.

Phone passwords can be 4 – 10 digits in length while web passwords can be 6 – 32 alpha-numeric characters in length. As a result of the overlap in length passwords can technically be the same. However, using different passwords will keep your system information more secure.

Message Center: Voicemail Messages and Notifications

  1. Call into your virtual PBX number.
  2. Login at https://vconsole.virtualpbx.com/
  3. NOTE: If your extension has system administrator privileges, press ‘1’ to act as an extension owner.
  4. Press ‘1’ to access your voicemail.
  5. Listen carefully to the auto-attendant directions to change and save your password.
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the MESSAGE CENTER tab.
  3. Locate the Profile Information settings.
  4. The MESSAGE CENTER defaults to the Inbox which contains all of your messages.
  5. Click on the Play Message Icon icon to listen to your messages.
  6. Click on the Help Button button
    to find out more about the MESSAGE CENTER.

Your voicemail messages can be forwarded in one of two ways:

Forward your voicemail messages individually
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the MESSAGE CENTER tab. Your Inbox will
    subsequently appear.
  3. Locate the message that you would like to forward.
  4. Click on the Email Icon icon below the Email column.
  5. Complete the email form that appears.
    Note: The To: and From: fields are required.
  6. Click the Send button to forward your message.
Forward your voicemail messages automatically
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the MESSAGE HANDLING tab.
  3. Locate the Email Delivery of Voice and Fax Message settings.
  4. Click the checkbox next to the type of messages you would like forwarded.
    You can choose Voice messages, Fax messages, or both.
  5. Enter the email address where you would like your messages forwarded.
    Note: Multiple email addresses can be used for automatic message forwarding.
    Simply separate each email address with a semi-colon (;). Spaces between each email address is allowed.
    For example:
    jamesbond007@secreteagents.com; shakenNOTstirred@gmail.com; IM007@bosphor.mi6.gov.uk
    Note: Each email address can contain a maximum of 128 characters and
    all email address cannot exceed 512 characters.
  6. Click the Update Button button to save your changes.

Each extension in a virtual PBX can store up to 100 messages in the Message Center.

The VirtualPBX Message center will keep your voicemails and faxes for a period of 30 days.

If you utilize the message forwarding feature on a regular basis and find that voicemail and faxmail messages are not attached, there may be an issue with an aggressive spam filter on your network. Consult your IT administrator to see if the message attachments have been stripped from your emails.

  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the MESSAGE HANDLING tab.
  3. Locate the Notification of Voice and Fax Messages settings.
  4. Click the checkbox next to the notifications you would like to receive.
    You can choose either Voice notification, Fax notification, or both.
  5. Based on your cellular carriers messaging requirements, enter the email address for your cell phone.
    For your convenience, the following list summarizes the text messaging addresses for the major carriers:
    AT&T 10-digit@txt.att.net
    Cingular (now AT&T): 10-digit@txt.att.net
    Comcast: 10-digit@comcastpcs.textmsg.com
    Nextel: 10-digit@messaging.nextel.com
    Sprint: 10-digit@messaging.sprintpcs.com
    T-Mobile: 11-digit@tmomail.net
    Verizon: 10-digit@vtext.com
    For the most up-to-date information regarding SMS text message delivery please contact your carrier.
  6. Click the Update Button button to save your changes.

Features: Follow-Me Calling, ACD Queue

  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the CALL ROUTING tab.
  3. Make sure that you have a list of numbers entered below the Contact Phone Numbers settings.
  4. Locate the Calling Options settings.
  5. Click the checkbox next to Use follow-me calling.
  6. Click the Update Button button to save your changes.
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the CALL ROUTING tab.
  3. Locate the Contact Phone Numbers block.
  4. Below the Action column, click on the add link.
  5. On the Add/Edit Number page that appears, enter a local U.S. or Canadian number or International number.
    Note: Toll-free numbers cannot be used as a Contact Phone Number.
  6. Below the Default column, click the telephone number that you would like to use as the first number dialed by the follow-me calling feature.
  7. Click the Update Button button to save your changes.
  8. To disable a number from your follow-me calling list, locate the number that you would like removed.
  9. Below the Exclude column, click the checkbox for the phone number that you want follow-me calling to skip.
  10. Click the Update Button button to save your changes.

There are three possible instances that would result in an error when entering a phone number:

  1. You are using a toll-free number as your contact phone number. Current phone technology does not allow for transfers between toll free numbers. Please enter a local number to fix this error.
  2. Your extension may have been assigned as Mail-only. Your extension may have been designated as Mail-only when it was created. Please contact your System Administrator to resolve this issue. If you continue to have problems, please contact VirtualPBX support at 888-825-0800, option ‘2’.

Once you have entered your phone number correctly, click the Update Button button to save your changes.

With “Direct Connect” enabled, your caller is automatically connected to that contact number as soon as the virtual PBX has received the signal that the phone has been answered, or has gone “off-hook”.

Direct Connect should ONLY be used for a contact number that routes to a third party answering service, third party ACD queue, or a contact number that will NOT be answered by a live agent.

NOTE: Direct Connect will prevent the full functionality of both follow-me calling and ACD queuing, as well as the Call Preview Detail information.

To use this option you must know the number corresponding to the ACD queue that you’d like to login to.

  1. Call into your virtual PBX number.
  2. Login at https://vconsole.virtualpbx.com/
  3. NOTE: If your extension has system administrator privileges, press ‘1’ to act as an extension owner.
  4. Press ‘2’ to access your phone extension.
  5. Then press ‘3’ to access the ‘set ACD queue’ options.
  6. Press ‘1’ to change your password.
  7. Listen carefully to the auto-attendant directions to change and save your ACD queue status.
Changing your ACD queue status through the web:
  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the CALL ROUTING tab.
  3. Locate the ACD Queues settings.
  4. Click the checkbox next to ACD Queue(s) where you need your status changed.
  5. Click the Update Button button to save your changes.
  1. Call into your virtual PBX number.
  2. Login at https://vconsole.virtualpbx.com/
  3. NOTE: If your extension has system administrator privileges, press ‘1’ to act as an extension owner.
  4. Press ‘2’ to access your phone extension.
  5. Then press ‘2’ to access the ‘edit extension’ options.
  6. Listen carefully to the auto-attendant directions to mark your extension unavailable.

To mark yourself unavailable through the web:

  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the CALL ROUTING tab.
  3. Locate the Calling Options settings.
  4. Click the checkbox next to Mark extension as unavailable.
  5. Click the Update Button button to save your changes.

Calls: Accept, Transfer, Supervised, Conference

  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the CALL ROUTING tab.
  3. Click on the Advanced Configuration link near the top of the page.
  4. Click on the Manage personal block/allow list link below the Direct Connect/Use Password settings.
  5. Click on the Create New link below the Personal Block/Allow Data settings.
  6. Enter the phone number that you would like blocked in the field next to the CallerID setting. The CallerID that is entered can be a 4, 5, 6, 7, or 11-digit number:
    4 digits: 1 + 3-digit area code. Example: ‘1408’.
    5 digits: 1 + 3-digit area code + first digit of the prefix. Example: ‘14085’.
    6 digits: 1 + 3-digit area code + first two digits of the prefix. Example: ‘140856’.
    7 digits: 1 + 3-digit area code + a complete prefix. Example: ‘1408567’.
    11 digits: 1 + 3-digit area code + the complete phone number.
  7. Select where you want the blocked call to be routed from the Route Action list.
  8. Click on the Yes option next to the Activate setting.
  9. Click the Update Button button to save your changes.
  1. With your caller still on the line, press ‘*’ to begin the transfer.
  2. Press ‘1’ to transfer the caller to a known extension.
  3. Press ‘2’ to transfer the caller to an extension using the company directory.
  4. Press ‘3’ to transfer the caller to an ACD queue.
  5. Press ‘4’ to transfer the caller to a conference room.
  6. Press ‘5’ to transfer the caller to an outside number.
    You will then be prompted with dialing instructions to connect to the outside number.
    Note: Please contact your System Administrator to confirm that transfers to outside numbers are enabled for your virtual PBX in order to access this option.
  7. Press ‘*’ again to cancel the transfer.

Note: Please contact your System Administrator to confirm that supervised call transfers are enabled for your virtual PBX before performing the following procedures.

  1. With your caller still on the line, press ‘*’ to begin the transfer. The Auto-Attendant will then supply you with a menu of available options based on your VirtualPBX.
  2. To transfer to a known extension, press ‘1’.
  3. Enter the extension you would like the caller transferred to. The Auto-Attendant will now prompt you with the following message:
    “…Please stay on the line to speak to the extension owner; or press ‘#’ to go directly to voicemail, or press “*” to abort the transfer.”
  4. If the connected extension is available and able to pick-up the call, that Extension Owner can now be informed of the impending transfer.
  5. Press the ‘#’ key on your phone’s keypad to complete the transfer, or, simply hang-up.
  1. Call into your virtual PBX number.
  2. Press ‘9’ to access the conferencing options.
    Note: Your virtualPBX system may not have ‘9’ enabled as your conferencing option. Please contact your System Administrator to to confirm the conferencing configuration of your virtual PBX.
  3. Enter ‘#’ followed by your extension.
  4. Enter your password followed by ‘#’.
  5. The auto-attendant will enter you into a conference as the conference moderator.
  6. Listen carefully to the auto-attendant for the available conferencing options. As other participants dial-in to the conference they will be added to your conference room. The conference will not begin until you join the conference as the moderator.
  1. Call into the virtual PBX number of your conference call.
  2. Press ‘9’ to access the conferencing options.
    Note: Your virtual PBX system may not have ‘9’ enabled as your conferencing option. Please contact the conference moderator to determine the conferencing configuration for the number that your are calling.
  3. Enter the extension number of your conference moderator.
  4. The auto-attendant will enter you into the conference.

Please send an email to support@virtualpbx.com containing:

  1. Your account number or virtualPBX number.
  2. Your extension number.
  3. A detailed description of the error or the error message that you are encountering.

You will receive an email within the same business day confirming the arrival of your email and its routing to the proper department.

This issue can be caused by one of the following reasons:

  1. The Caller ID being delivered to VirtualPBX is invalid or missing
  2. There is a routing issue with your provider

In either case, you will need to contact Vonage to resolve the issue, as they are the only ones who can resolve these issues.