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FAQs


The following is a listing of some of the more common questions asked about virtual PBX. If you don’t find your answer here, contact us by calling 1-888-825-0800 and we’ll be happy to answer any questions you may have.

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

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 Vvrtual 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.

  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 virtual PBX 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.

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  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 11-digit@mobile.att.net
    Cingular: 11-digit@mobile.mycingular.com
    Nextel: 10-digit@messaging.nextel.com
    SprintPCS: 10-digit@messaging.sprintpcs.com
    T-Mobile: 11-digit@tmomail.net or @voicestream.net
    Verizon: 10-digit@vtext.com or YourVerizonOnlineID@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.
  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 Adminsitrator 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.

  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.
  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.

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. Press ’9′ to access the conferencing options.
    Note: Your virtual PBX® 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 virtual PBX® 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.

Yes. You can record your own auto-attendant message using the Virtual PBX® Greeting Manager.

  1. Login at https://vconsole.virtualpbx.com/
  2. Click on the GREETINGS tab.
  3. Click on the Record By Phone tab.
  4. Enter a name for your greeting in the text box next Greeting Name.
  5. Choose an appropriate Call Me option.
  6. Click the ‘Call Me Now’ button when you are ready to record.
  7. Further recording instructions and options are provided along with the call.

[Back to the FAQ list]

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.