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Call Monitoring
Voice Portal and Phones » Office Manager » Call Monitoring
Summary Call monitoring allows you to listen to (“monitor”) both sides of an ongoing call, but the callers cannot hear you. Instructions for monitoring a call 1. Click on ‘Manage Organization’ in the top right hand corner (you must have Office Manager…
Call History
Voice Portal and Phones » Office Manager » Call History
Checking the call history will easily to let you view how many calls an extension is making. You will also have the ability to export the call history to a .csv file to open and manipulate in an external program like Microsoft Excel. Log in to the User Portal and…
Call Recordings
Voice Portal and Phones » Office Manager » Call Recordings
Summary Call recording must be set up for an extension (user) in order to pull up recording. Instructions 1. Click on ‘Manage Organization’ in the top right hand corner. 2. Click on ‘Call History’ icon. 3. Select (hover over) the call you want…
Call Queue SMS
Messaging – SMS, MMS and Chat » Call Queue SMS
Call Queue SMS settings can be managed in the call queue settings popup under the SMS tab. This tab is only visible if Queue SMS is enabled on your account. You must be an Office Manager or Call Center Supervisor to manage these settings. Contact Verve support if you…
Call Center Reporting
Voice Portal and Phones » Call Center Supervisor » Call Center Reporting
The Call Center Supervisor can view and export call statistics of calls received by your call center. These statistics can be broken down by queues, dialed numbers, or by individual agents. There are also reports for agent availability and abandoned calls. This…
Call Center Agent
Voice Portal and Phones » Call Center Agent
The “Call Center Agent” permission level has the ability to receive calls to a call center queue, log in and log out, and collect call center statistics. Check in and out If you would like your user permission level changed, contact our support at…
Call Center Supervisor
Voice Portal and Phones » Call Center Supervisor
Verve Voice offers call center functionality in order to meet growing industry needs and standards for multiple-agent call environments. This tutorial will walk you through the basics of how Verve Voice call centers work, as well as how they can be managed to optimize…
Manage a call queue
Voice Portal and Phones » Call Center Supervisor » Manage a call queue
Summary The Call Center Supervisor can edit queue settings. You can use this to optimize your queue’s ring strategy. Accessing the Queue Settings You can edit the queue settings by mouse hovering over the queue you want to edit and clicking on “Edit…
URL call disabled message
Troubleshooting FAQ » URL call disabled message
Summary At some point you might see your phone give an error message saying, “URL Call Disabled.” This message means that there was some interference keeping your phone from registering with Verve’s hosted VoIP servers. This guide will help you…
Issues with call quality
Troubleshooting FAQ » Issues with call quality
Summary There are several different types of problems that can occur with regard to call quality. This article defines the common problems along with ways to resolve them. !Most cases of call quality problems are caused by either insufficient internet bandwidth or…
Add answering rules
Voice Portal and Phones » Basic User » Add answering rules
Summary Your answering rules control what happens when someone calls your phone. You can forward calls or have multiple phones ring simultaneously, and you can control the time frame for which these happen. Each answering rule must have a time frame associate with it…
Manage hunt group
Voice Portal and Phones » Office Manager » Manage hunt group
Summary Managing a hunt group gives a manager the ability to make on the fly changes to active call center environments. Instructions 1. Click on ‘Manage Organization’ in the top right hand corner. 2. Select Call Queues Click on the Filters link to pull up…
Ghost calls
Troubleshooting FAQ » Ghost calls
Summary Some users on home networks occasionally report receiving calls that they are unable to answer. When they answer the phone, there’s no one at the other end of the phone (or dead air). Typically the phone displays a caller ID like “100”,…
Office Manager
Voice Portal and Phones » Office Manager
The “Office Manager” permission level has the ability to make changes throughout your entire phone domain, whereas a “Basic User” permission level only lets you edit your individual user settings. If you do not see the management tabs like…
Change voicemail greeting
Voice Portal and Phones » Office Manager » Change voicemail greeting
1. If you don’t see the “Users” tab, Click on ‘Manage Organization’ in the top right hand corner. 2. Click on the ‘Users’ Icon. 3. Click on the extension you wish to edit (you can type in the name field to filter users) 4. Click…
Set up voicemail greeting
Voice Portal and Phones » Getting Started » Set up voicemail greeting
Summary Your voicemail greeting is the message a caller hears when they reach your voicemail box. The recorded name is a brief recording of your first and last name that a caller hears when they reach the company directory. If these are not set a caller will hear a…
Yealink Cordless Phone user guide
Phones » Phone user guides » Yealink Cordless Phone user guide
Set Up Voice Mail The first time you access voicemail on your phone, you may be prompted to record your name, greeting, and/or set up a PIN between 4 and 20 digits long. Setting up your voice mail should take about two minutes. The system will prompt you with…
Yealink Desk Phone user guide
Phones » Phone user guides » Yealink Desk Phone user guide
Set Up Voice Mail The first time you access voicemail on your phone, you may be prompted to record your name, greeting, and/or set up a PIN between 4 and 20 digits long. Setting up your voice mail should take about two minutes. The system will prompt you with…
Polycom Desk Phone user guide
Phones » Phone user guides » Polycom Desk Phone user guide
Set Up Voice Mail The first time you access voicemail on your phone, you may be prompted to record your name, greeting, and/or set up a PIN between 4 and 20 digits long. Setting up your voice mail should take about two minutes. The system will prompt you with…
Star Codes and Feature Codes
Phones » Star Codes and Feature Codes
Below is a list of common Star Codes and Feature Codes (or Dialing Codes) common to our generic dialing plans. Some accounts may have customized dialing codes, in which case you may need to contact your local administrator or Verve Support. Star Codes Code…
Troubleshooting FAQ
Troubleshooting FAQ
The troubleshooting FAQ will help you figure out more complicated voice issues. If you get stuck feel free to call our support team at (888) 590-4888 option 1 or send an email to support@vervecloud.com. URL call disabled message Statically assign an IP…
Check in and out
Voice Portal and Phones » Call Center Agent » Check in and out
Summary The Call Center Agent can check in and check out of their queue. Call Center Agent Check In Login to your queue click the drop-down next to the red OFFLINE button and select one of the online options. Go Online – This option adds you to the queue…
Voice Portal and Phones
Voice Portal and Phones
This guide covers important features that help you get the most out of your Verve Voice phone system. Click a link below, or use the navigation pane on the left to choose a topic. For the best experience, Google Chrome is the recommended web browser. Getting…
Setting up Forwarding for Holidays
Voice Portal and Phones » Office Manager » Setting up Forwarding for Holidays
1. First, login to the online portal with your admin account You will then need to click the Manage Organization button at the top right of the page 2. Next, navigate to **Time Frames*”* 3. From there you will need to create a new time frame for the given…
Provision a Yealink phone
Phones » Provisioning phones » Provision a Yealink phone
Yealinks can be provisioned through the screen and buttons on the phone itself, or in its web interface. Provision via the Web Interface To provision the phone via Web Interface, the computer you are using must be on the same Local Area Network as the phone. This…
Block a number
Voice Portal and Phones » Basic User » Block a number
Summary Blocking a number removes the ability for certain numbers to call your extension. Instructions 1. Select Answering Rules Log in to the User Portal and click on the Answering Rules tab located at the top of the screen. *If you have have Office Manager…
Manage Voicemail
Voice Portal and Phones » Basic User » Manage Voicemail
You can check your voicemail from your physical phone by dialing 5001 on the phone, and then entering your PIN. You can also access your voicemail messages via the portal for additional feature, such as downloading them as a WAV file. Click on the…
Provision a Linksys/Cisco phone
Phones » Provisioning phones » Provision a Linksys/Cisco phone
!Cisco and Linksys phones are no longer supported. Consider upgrading to a newer series Polycom VVX or Yealink Summary “Provisioning” means verifying and/or applying the correct server settings on your phone device. We verify these settings when the phone…
Troubleshooting a Remote User
Troubleshooting FAQ » Troubleshooting a Remote User
Are you a Remote User? Is your phone displaying any messages below? (Found in the top right of the phone’s screen): “Time/date out of sync” “URL call is disabled” “Waiting for network to initialize…” “Could not get IP via…