User Guide

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Phone.com
Communicate Better
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Account Basics
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How to Change your Contact Information How to View Account Billing How to Change your Username and Password Forgot Your Password
How to Change your Contact Information

To modify your contact information, please log in to your account and follow these instructions:
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Select the Account option from the navigation bar.
Select the Contact Information link to change your contact information. After your have made your changes, select the Update button to save.
How to View Account Billing

To view past and present invoices, please visit the View Billing section when logged in to your account.
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Select the Account Billing link.
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The billing information will display on the page.
How to Change your Username and Password

To update your username and password from within your account, please follow these instructions:
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Select the Update Password link. Enter your new password then select the Update button to save your changes.
Your account password is the key to your account. Anyone with the proper password can access and delete files, order new services, manage email accounts, and even close your account. Passwords are required for most services. Please review the following information in order to protect your account with a secure password:
Bad choices for your password:

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Exactly match a word in the dictionary Match a reversed word in the dictionary Is shorter than 6 characters in length Does not contain a mix of letters, numbers and symbols Is based on your account name, initials, given name, or on any other personal information about the user (like SSN,license plate number, etc.) Is the word password Is a common name of a person or place Include keys in sequence on the keyboard (like QWERTY) Include repeating sequences (like abcabc or ..) Is used as a password somewhere else
Good choices for your password:

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Two words separated by a non-letter, non-digit character like \ear%mast\ or \cat,bear#\ (note: Its a bad idea to use these exact examples) Is at least 6 characters in length and contain both numbers and letters Does not fall under one of the Bad Choices listed above
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Forgot Your Password

In the event you have misplaced your password, use our online Password Recovery tool to help. To locate the Password Recovery tool, select the Log in link from the top right side of our main website.
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Click the Recover Password Online link.
Enter your Account Username.
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At this point, you can enter the aswers to your Security Questions to proceed. Or, we can email the administrative contact of your account with helpful instructions and a personalized link which will allow them to change their password, without knowledge of the existing password.
If you dont have access to the email address on file in your account, you can fax us a request to change your email address. This request must include a copy of the administrative contacts state-issued photo ID, or must be on official letterhead for the contact organization. Please visit the Recover Password Online section to proceed with this request. Cant find what youre looking for? Check out our Account Administration FAQs.
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Address Book
Your Phone.com Address Book allows storage of all your contacts in one organized location. When your contacts are kept on file, you can assign rules to specific callers and route them to personalized menus, queues, voicemail, extensions, and much more. Each extension is provided with their own Address Book.
Groups
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Create Group Add a Contact Move Existing Contact to Group
Importing and Exporting Contacts

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Exporting Contacts to Phone.com Importing Contacts to Phone.com Exporting Phone.com Contacts
To access your Address Book, begin by selecting the Extensions option from the navigation bar.
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Select the Contacts icon located next to the extension.
You can also access your Address Book from within your Extension Settings. Select on the Address Book option located on the side navigation bar.
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Groups
Create Group
Groups allow you to keep your contacts organized; create separate groups for anything, such as your family, friends, clients, and even prospective clients.
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To access your Address Book, begin by selecting the Extensions option from the navigation bar. Select the Contacts icon located next to the extension.
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To begin creating a group from within your Address Book, select the Add/Edit Group button.
Within the Manage Groups section, select the Add Group button.
An empty text field will appear. Enter a name for your group then Save Changes. Group name examples are Family, Work, Friends, etc.
Add a Contact
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Select the Contacts icon located next to the extension. Select the Add a Contact button.
After selecting Add a Contact, the following screen will display.
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Enter contact information into the spaces provided then click the Save button. Your new contact will display in alphabetical order on the Address Book section.
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Move Existing Contact to Group

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Select the contact to work with by checking the box to the left of the name.
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Choose Move to Group from the drop down menu then select the appropriate group. Select the option to Move to Group then select the group you want to include that contact. Then, select the Go button.
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Importing and Exporting Contacts

Importing your contacts from an outside source (such as Outlook or Gmail) is easy! Depending on the service you currently have your address book stored with; you can find detailed instructions below. If your service is not mentioned, please visit the Help section with your service for more information.
Exporting Contacts to Phone.com

Yahoo | Hotmail | Gmail | Microsoft Outlook | Orkut | AOL | Mac Yahoo To import your Yahoo! Mail address book, save your file as a Yahoo! CSV. Instructions can be found in the Yahoo! Address Book help section by clicking here.
Hotmail Using Internet Explorer:

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Sign in to your Hotmail account Select Contacts Select Print View Align the cursor with the first letter of the Name column Highlight your contacts by holding down the cursor and dragging it down the list Hold down the Control + c keys to copy the list. Open Microsoft Excel (or a similar spreadsheet program that supports Comma Separated Values) Select cell A1 in Excel (the top square on the left side) Hold down the Control + v keys to paste (dont use Paste Special) Choose Save As from the File menu and select the file type as CSV. Make a note of where you saved the file.
Using Mozilla or Firefox:

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Sign in to your Hotmail account Select Contacts Select Print View Align the cursor with the first letter of the Name column Highlight your contacts by holding down the cursor and dragging it down the list Hold down the Control + c keys to copy the list Open Microsoft Excel (or a similar spreadsheet program that supports comma separated values) Select cell A1 in Excel (the top square on the left side) Right click in cell A1 and select Paste Special Select Text and select OK Choose Save As from the File menu, and select the type CSV (Comma delimited). Make a note of where you saved the file.
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Using Hotmail Live:

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Sign in to your Hotmail Live account Select Contacts In the toolbar, select Options Click Export Contacts Under Export Contacts, select the option to Export Contacts When prompted to open or save the file, select Save. Select a location to save the file, and select Save.
Gmail
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Log in to your Gmail account Select Contacts Select Export in the lower-left corner of your Contacts list Choose whether to export all contacts or only one group Select the format in which youd like to export your contacts information Select Export Choose Save to Disk then click OK Select a location to save your file, and click OK
Microsoft Outlook Instructions may vary by which version of Microsoft Outlook you are using. For more detailed instructions, open Help in Outlook or Outlook Express and type Export in the search box. Look for topics that include export wizard, export information, exporting contacts or exporting address book contacts in the title. Outlook
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Select File Import/Export Export from the main menu Choose Comma Separated Values Select Contacts Save exported file
Outlook Express
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Select File Export Address Book from the main menu Select Text File (Comma Separated Values) Select Export
Orkut
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Log in to Orkut Select Friends

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Select Download your Contacts Then, save your contacts as a CSV file
AOL AOL does not have the functionality to export your address book, so you will need to create a custom CSV file (through Microsoft Excel or similar program) if you use this service.
Mac For users of Mac Address Book, you will need to download a small application called AddressBook2CSV Exporter and then upload the resulting CSV to Phone.com.
Importing Contacts to Phone.com

After Exporting your contacts to a CSV file from your outside source, you will need to Import the CSV file to Phone.com. To begin, select the Extensions section from the navigation bar. Select Extension Settings.
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Locate the Import Contacts link on the left column while on the Contacts page within your Extension.
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Then, click the Browse button to locate the CSV file you created.
Exporting Phone.com Contacts

Exporting the contacts within your Phone.com Address Book to an outside source is easy.
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Select Extensions from the navigation bar.
Select the Contacts icon to the right of the extension you will be working with. Select the Export Contacts link from the option on the left column.
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Open or save the CSV file to your computer.
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Advanced Voicemail Administration

The administrative call menu allows you perform advanced options when away from your computer. To use these features: Dial your Phone.com number or Dial your Phone.com number Access a menu and press * asterisk or Enter your extension Enter your extension number or When VM answers, press * asterisk Enter your password or Enter your password **If you are forwarding your call to an outside number, please make sure to not answer your phone when calling your Phone.com number and instead, allowing your call to reach Voicemail. Once you hear your voicemail greeting, hit the [*] key to enter your administrative options. At this point, you can enter one of the following options:
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Press Press Press Press Press Press
1 to listen to new voicemail messages 2 to listen to old voicemail messages 3 to record or choose a new greeting 4 to place an outbound call 7 for administrative options 9 to create a new recording for your account
On all menus, hitting the asterisk [*] key will go to the previous (up one) menu.
Listen To New Voicemail Messages

After reaching your Phone.com phone number, pressing [*] and entering your extension and password:
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Press 1
You will now be placed into the voicemail system.The following options are available when checking your NEW voicemail messages:
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Press 1 to rewind [during message] Press 2 to return a call to the number that left you a voicemail Press 3 to fast forward [during message] Press 4 to play previous message Press 5 to repeat the current message Press 6 to listen to the next message Press 7 to delete this message Press 8 to forward this message to another extension Press 9 to save the message to another folder Press 0 to access your message envelope
Listen To Old Messages

Press 2
The following options are available when checking your OLD voicemail messages:
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Press 1 to rewind [during message] Press 2 to call the number that left you a voicemail back Press 3 to fast forward [during message] Press 4 to play previous message Press 5 to repeat the current message Press 6 to listen to the next message Press 7 to delete this message Press 8 to forward this message to another extension Press 9 to save the message to another folder Press 0 to access your message envelope
Greetings
Press 3
The greetings section allows you to record the message callers hear when they reach your voicemail box. The alternate outgoing message option allows you to record and save an additional voicemail message to use at a later time. An example of this would be to inform callers you are on vacation.
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The following options are available:

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Press 1 to record your outgoing message Press 2 to record your alternate outgoing message Press 3 to record your name in the company directory Press 4 to choose which greeting you prefer to use Press 1 to use your normal greeting Press 2 to use your alternate greeting Press 3 to use your name only
Placing an Outbound Call

Press 4
Enter the desired extension or telephone number. The call is connected and logged in your call logs as an outbound call.
Administrative Options
Press 7
The following options are available:
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Press 1 to change your password Press 2 to change date/time announcement Press 3 to switch brief menus Press 4 to toggle strong/weak authentication
Create a New System Recording

Press 9
Speak after the tone and when you are finished recording, be sure to press the pound [#] key. Completed recordings will be saved in your account and be available in the Greetings
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section of your online control panel.
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Call Blocking
Call blocking allows you to block incoming calls from specific phone numbers to your Phone.com number(s).
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How to Block Numbers Recent and Frequent Callers Delete a Blocked Number Blocking from Call Logs
How to Block Numbers

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Select Extensions from the navigation bar. From the Manage Extensions page, select the Settings option to the right of the Extension you will be working with.
From the side navigation bar, select the option for Call Blocking.
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The Spam Callers List below shows the phone numbers our Internet phone system will block from reaching your number. Callers will hear a busy signal upon attempting to reach you. To add a number to the Spam Callers List, click Add a Number to Block or select a recent call or a frequent caller from the tables below.
Select the Add a Number to Block button.
Add a Note to keep track of why you are blocking a number.
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Select the Add button to confirm the number to block incoming calls from. Your new addition will appear like this:
Recent and Frequent Callers

The Spam Callers List also displays up to 10 of the most Recent and Frequent Calls to your number.
To block one of the numbers, select the Block button.

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The numbers you block from the Recent and Frequent call lists will display in the Spam Callers List with a note describing from where they were added.
Delete a Blocked Number

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Select Extensions from the navigation bar. From the Manage Extensions page, select the Settings option to the right of the Extension you will be working with.
From the Settings, select the option for Call Blocking.
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From the Spam Callers List, select the trash can icon to the right of the number to delete.
Blocking from Call Logs

Quickly block numbers from the Call Logs section of your account.
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Select Call Logs from the navigation bar. Locate the call to block. This may require you to filter the call logs. Once you have located your call, select the Block button to the right of the call to add the number to the Spam Callers List.
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Call Handling Rules

Call Handling Rules give you advanced scheduling options to route calls. Using Call Handling Rules you can direct all incoming calls or calls received during your schedule to single or multiple destinations.
Call Handling Rule Options

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Forward Call
Advanced Forward Call Features

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Caller ID to Show Me Voice Tag Call Screening Leave Voicemail Go to Queue Go to Menu Dial by Name Directory Play Recording Play Hold Music Disconnect
How to Use Call Handling Rules

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All Call Based Routing Example using All Calls Schedule Based Routing Example using Schedule Based Routing Caller ID Based Routing Example using Caller ID Based Routing
Call Handling Rule Options

This section will provide a brief explanation of each Call Handling Rule and its purpose.
Forward Call
Forward your incoming calls to multiple numbers or extensions. Use Advanced Call Forwarding options to customize the phone system to your needs. Step 1: Select Operation
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Step 2: Select Forward Call
Step 3: Enter the telephone number or extension number to which you will forward your call. Telephone Number
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Extension Select the Add an Extension button located to the right of the Forward Call Number field.
The list of extensions on your account will display.
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Select the extension to add to the list. When ready, click the Save Rule Settings.
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Ring Time
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The Ring Time determines how long Phone.com will connect (in seconds) to your outside number or extension. This may or may not be the amount of time the phone actually rings. NOTE: This does not determine the amount of rings but rather the amount of seconds it takes Phone.com to connect to your outside destination.
Play Hold Music While Waiting
Similar to a ring back tone, hold music will play in place of the standard ringing. Select from our hold music or create your own to add. For more details on creating your own Music/Message on Hold, please reference the Greetings User Guide.
Advanced Call Forwarding Features
Caller ID to Show Me
When Phone.com is forwarding your number to an outside number, select the Caller ID that will display on the phone.
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Called Number: The number the party originally dialed to reach you (i.e. your Phone.com number). Callers ID: The caller ID of the party that dialed to your number.
Voice Tag
The Voice Tag allows you to tag or label your incoming calls with a unique word or phrase that will help you identify the incoming call.
Example To identify the call is for your Sales Department, type Sales into the Voice Tag field.
Call Screening
Call Screening provides the option to preview who is calling before accepting the call. After hearing the initial operator stating, You have a call from the option to then press 1 to accept the call or 2 to reject is available.
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Leave Voicemail
Selecting this option will direct incoming calls straight to the voicemail for the extension. Step 1: Select Operation
Step 2: Select Voicemail
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Step 3: Select the Extension to leave the Voicemail Message
Step 4: Save Rule Settings
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Go to Queue
Queues route incoming calls to a specific group of phones & extensions within your system. To learn more about creating a Queue, please reference the Queues User Guide. Step 1: Select Operation
Step 2: Select Go To Queue
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Step 3: Select your Queue
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Go to Menu
Menus give callers an audio list of possible options. (Press 1 for Customer Service, press 2 for Sales) A menu is generally the first thing incoming callers will hear when they dial your number. Your system will play your custom audio message telling callers which key to press. (Press 1 for Customer Service, press 2 for Sales.). To learn how to create a Menu, please reference the Menus User Guide. Step 1: Select Operation
Step 2: Select Go to Menu

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Step 3: Select the Menu name
Step 4: Select the Save Rule Settings button.
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Dial by Name Directory

Step 1: Select Operation
Step 2: Select Dial by Name Directory
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Play Recording
Play a pre-made recording for your callers. Step 1: Select Operation
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Step 2: Select Play Recording
Step 3: Select Recording
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To listen to your recording, press the Play button.
NOTE: When selecting Play Recording, the system will ONLY play your recording.
Play Hold Music

Play Hold Music before forwarding your calls. Step 1: Select Operation
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Step 2: Select to Play Hold Music
Step 3: Select the Hold Music recording
Step 4: Select the amount of seconds to play the hold music.
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Step 5: Select the Add Next Action button
Step 6: Select your next operation
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Step 7: After your selection has been made, Save Rule Settings.
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Disconnect
Direct your incoming calls to disconnect. Please note, using the disconnect option will deduct minutes from your plan. Step 1: Select Operation
Step 2: Select option to Disconnect
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How to Use Call Handling Rules

Call Handling Rules can be added within the Numbers section, Extensions section, or Menus section of your account.
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Number Call Handling Rules Extension Call Handling Rules Menu Call Handling Rules
Number Call Handling Rules

How to add call handling rules on the number level. Select the Numbers option from the navigation bar. Select the Edit button to the right of your number.
Select the Edit button located next to Number Action to display the Call Handling Rules.
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Extension Call Handling Rules

How to add call handling rules on the extension level. Select the Extensions option from the navigation bar. Select the Settings icon to the right of the extension.
Select the link for Call Handling Rules.
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Menu Call Handling Rules

How to modify call handling rules on the Menu level. To learn more about creating a Menu, please reference the Menus User Guide. Select the Menus option from the navigation bar. Select the Edit button to the right of the Menu.
Select the Edit button to the right of the Menu options. To learn how to modify your Caller Selections and Actions, please reference the Menus User Guide.
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All Call Based Routing

If you select the option for All Calls from the incoming call type, you will be routing every single call made to your Phone.com number to the destination(s) of your choice. Keep in mind that this option will not take your schedules into effect.
Multiple rules are only necessary during the use of a schedule(s). The option for All Calls works with the addition of Actions. Example using All Calls You are typically in one of three placeshome, office or the car. When a caller dials your Phone.com number, you would like to have the call routed to your three locations. If you
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do not answer, you would like the call routed to your Personal Assistant. If she does not answer, you would like the call routed to your Phone.com voicemail. Heres how the Call Handling Rules will appear when were done:
Incoming Call Type: All Calls
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Select how calls should be handled: Forward Call
Enter your first phone number into the box.
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To add an additional number, select the option to Add Another Number.
Select the amount of seconds you would like the system to ring your numbers.
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Select the Caller ID you would prefer to show on your phone. Callers ID will display the number the caller dialed from. Called Number will display your Phone.com number.
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We have now constructed the system to ring the first three numbers simultaneously. Now, select the Add Next Action button.
Select Forward Call. To select an extension, select the Extensions button.
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Select the extension from the list by clicking on the link. Select Add Next Action.
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Select the operation to Leave Voicemail. Then, select the extension to leave the voicemail on.
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When ready, click the Save Rule Settings button.
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Schedule Based Routing If you select the option to route incoming calls received during your schedule, you will first need to make sure you have a schedule set up. To learn how to create a schedule, please reference the Schedules User Guide. If you already have a schedule created, when it is selected for use with incoming calls, it will route calls made to your Phone.com number to the specified destinations based on the hours selected in your schedule.
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Example using Schedule Based Routing Your business is open 5 days a week from 9am to 5pm; any calls made after 5pm but before 9am are routed using the After Hours schedule. Incoming calls made during your working hours will be routed to your Business Menu. Calls made during After Hours will be routed to a recording then to Voicemail. Heres how your Call Handling Rules will appear when were done:
Create your After Hours rule first: Incoming Call Type: Received during After Hours Select the incoming call type as Received During.
A list of your schedules will appear. Select the appropriate schedule.
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>Select how calls should be handled: Leave Voicemail
Select the Add New Rule button to create your All Calls rule to direct all calls outside of your After Hours.
Select the Incoming Call Type as All Calls.
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Select the operation as Go To Menu. Then, select the appropriate Menu from the list.
Click the Save Rule Settings button to save your Call Handling Rules.
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Caller ID Based Routing

If you select the option to route incoming calls received from a contact stored in your Phone.com Address Book to a specific destination, you will first need to ensure that the contact exists within your account. For more assistance with your Address Book, please reference the Address Book User Guide. If the contact has already been added to your Address Book, you can then configure your system to recognize that contact therefore when that individual calls your Phone.com number, they will have their own special rule set up to route them to a destination of your choice.
Example using Caller ID Based Routing

You have two phonesyour home based business phone line and your personal cell phone. You only want to provide others with one general number. When non-clients call your line, they are routed to your Menu. When your actual clients dial your Phone.com number, a rule directs them to your business line or if you cannot answer, to your business voicemail. When your children call from their cell phones, their numbers are recognized through the system and their calls are routed to your personal cell phone. Heres how the Call Handling Rules will appear when were done:
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Incoming Call Type: Received from Contact or Groups
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Select the group Family from the drop down menu.
Select to Forward Call to your personal cell phone.
Now, create a new rule by selecting the Add New Rule button.
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Incoming Call Type: Received from Contact or Groups Select the group Clients from the drop down menu.
Select to Forward Call to your business extension.
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If you cannot answer your business line, the calls will be routed to your Phone.com voicemail. Select Add Next Action then select the operation for Leave Voicemail.
Now, create a new rule by selecting the Add New Rule button.
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Incoming Call Type: All Calls Select All Calls as your incoming call type to route calls outside of your Received From calls.
Select operation as Go To Menu.
When ready, click the Save Rule Settings button.
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Call Logs
With Call Logs, you can view all incoming, outgoing and missed calls with the date, time and any applicable charges from within your account.
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Where to Find your Call Logs Search Call Logs Search by Billing Date Search by Custom Date Range Search Only Queue Calls Search To/From Number Search To/From Extension What Your Search Results Show Downloading your Call Logs
Where to Find your Call Logs

Select the Call Logs option from the navigation bar. Your Call Logs will now display to show all Current Activity.
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Search Call Logs

Search by Billing Date
Begin by select the Billing Dates in which you would like to search for calls. This will return all calls in between those dates. Choose pre-generated invoice dates OR select a custom date range. Pre-generated invoice date selection can be used by clicking the drop down menu to display all invoice dates within this account.
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Select your preferred invoice time frame then click List Calls.
Search by Custom Date Range

To view a custom date range, click the Custom Date Range link.
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The custom date selection fields will appear.
Select the From Calendar icon to choose your starting date. Click the calendar date to make your selection.
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Select the To Calendar icon to choose your ending date. Click the calendar date to make your selection.
When your desired time frame has been selected, click the List Calls button.
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Search Only Queue Calls

To search calls to your queue, first select the appropriate date range, following the instructions above for Billing Dates or Custom Date Range. After selecting your date range, locate the Show Results For section of your Call Logs.
Check the box to select Only Queue Calls then select your Queue from the list.
When ready, select List Calls.
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Search To/From Number

Check this selection to filter your logs to only show calls to or from a specific number in your account. To search calls to your number, first select the appropriate date range, following the instructions above for Billing Dates or Custom Date Range. After selecting your date range, locate the Show Results For section of your Call Logs.
Select the check box to the left of Only to/from number option. Choose your number by selecting the drop down menu.
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When your selection has been made, click the List Calls button.
Search To/From Extension

Check this selection to filter your logs to only show calls to or from a specific extension in your account. To search calls to your extension, first select the appropriate date range, following the instructions above for Billing Dates or Custom Date Range. After selecting your date range, locate the Show Results For section of your Call Logs.
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Select the check box to the left of Only to/from extension option. Choose your extension by selecting the drop down menu.
When your selection has been made, click the List Calls button.
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What Your Search Results Show

The Call Logs Search Results keep track of all incoming and outgoing calls past and present. Call Type | Caller | Callee | Queue | Date | Mins | Cost | Total Calls
Call Type
The Call Type will display in the first column on the left.
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Call Type Legend
Caller
The Caller column will display the Caller ID of the individual party dialing in. If it is an outbound call from an extension, it will display the Extension Name.
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Callee
The Callee is the number the party dialed to reach you.
Queue
When a call arrives at your Queue, the name of the queue will display in this column. This is helpful to determine which Queue is being utilized.
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Date
The Date column will display the calls within the specified time range.
Hold your mouse over a specific date to display the time of the call.
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Mins
Time duration of your individual calls will be displays in the Mins column in minutes.
The total minutes used in this time frame will display on the bottom of the column.
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Cost
If a charge for your call is applied, it will display in the Cost column.
Only calls charged on an invoice will be displayed in this column. If your invoice has not been generated at the time of viewing, such as in Current Activity, it will display as a Pending charge. Current Activity displays all un-billed calls. The calls are billed upon the generating of your
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invoice.
Total Calls
The total calls will display the numeric total amount of incoming and outgoing calls to your numbers.
Downloading your Call Logs

You can download your call logs as a .csv file on your computer. Click the download icon to download. CSV (comma-separated values) files can be used in Excel or similar programs.
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The open/save prompt will display on your computer. Choose your preferred action to proceed.
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Extensions
Destinations tell Phone.com how to route incoming calls to specific Extensions. The Manage Extensions section displays every extension in your system.
Extension Management
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Adding a new extension Modifying Extension Settings Deleting an Extension
Extension Settings
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Breakdown of Manage Extensions General Extension Settings Outbound Calls Extension Voicemail Settings Voicemail Email Notification Send a Text Message (SMS) notification Text Voicemail Service
Extension Selections
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Call Handling Rules Creating an Extension Schedule Click to Call Button Address Book Call Blocking Greetings Conferencing Call Logs Place a Call Send SMS Send ChatCalls Send a Fax
Adding a new extension

Select the Extensions section from the navigation menu. Click the Add an Extension button located in the Extensions section.
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Select the Extension Type by clicking on the corresponding icon. An explanation of each extension type can be found below.
Extension Types Virtual Extension | Softphone Extension | iPhone Extension | Adapter or IP Phone Extension
Virtual Extension
A Virtual Extension allows you to route calls into your Phone.com account to multiple destinations, such as a cell phone, home phone or work phone. Virtual Extensions are free and can be upgraded to include a device at anytime. To add, click the Add Selected button.
Softphone Extension
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A Softphone is a software program for making telephone calls over the Internet using your computer rather than using a traditional phone. A Softphone Extension allows you to use your Phone.com account with this software. Additional fees may apply. To add, click the Add Selected button.
iPhone Extension
An iPhone Extension allows you to use your Phone.com account with your personal iPhone. Active iPhone with service is required and is not provided by Phone.com. Additional fees may apply. To add, click the Add Selected button.
Adapter or IP Phone Extension
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An IP phone or analog telephone adapter (ATA) allows you send and receive calls from your Phone.com account wherever you have internet access. Select from a variety of devices to purchase and use with your Phone.com account. Prices vary. To add, click the Add Selected button.
Extension Settings: General, Voicemail and Schedule Settings
Breakdown of Manage Extensions

The Manage Extensions page allows access to many of the important extension selections.
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Ext # is the extension number of this extension, as selected from within the Extension Settings. Nickname is the internal name given to this extension. Device is the extension type. Inbox gives access to the voicemail and fax messages within the Inbox for this extension. Contacts give access to the address book for this extension. Settings give access to all of the important extension settings, including extension number, nickname, voicemail, etc. Greetings give access to the recordings created by this extension. Delete allows you to permanently remove this extension.
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General Extension Settings

General Extension Settings include basic details about this extension.
Nickname This is an internal nickname that helps you identify this extension. Extension This is the customized extension number for this person. Name The name in this field will be included in the Dial-by-Name Directory. Recorded Name The greeting selected will play instead of our general operator when reading a name within the Dial-by-Name Directory. Time zone The time zone setting is used to set the time zone for this extension only. Include in Dial-by-Name Directory? Selecting Yes for this option will include this extension in the Dial-by-Name Directory option. If you have selected a Recorded Name, this greeting will play instead of our general operator when using the Dial-by-Name Directory.
Outbound Calls
Outbound calls can be placed from your extension using Click to Place an Outbound Call or from your Phone.com device.
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Caller ID to use for Outbound Calls The Caller ID selected in this field will display when placing an outbound call. Select to use Private or one of your Phone.com numbers. Please note that Toll free numbers cannot be used as caller ID when making outbound calls to other toll free numbers. In this case, your caller ID will be (973) 577-6380.
Local Area Code to Use for Outbound Calls This setting will set the local area code for the phone/device that you are using for this extension.
Extension Voicemail Settings

The Extension Voicemail Settings section will display the voicemail settings for this specific extension.
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On: Select on to enable the Voicemail service for the extension Off: Select off to disable the Voicemail service for the extension
Voicemail Greeting Your voicemail greeting is the message callers hear when accessing your voicemail box. Select one of your custom audio files from the dropdown list to be used as your voicemail greeting. The following greeting options are available: Standard Greeting: When selected, this is the main greeting callers will hear when they are transferred to your voicemail. Alternate Greeting: When selected, this is your alternate greeting to switch to in the event you are away on vacation, in a meeting, etc. By having the alternate greeting pre-recorded, you can update your voicemail quickly to alert your callers. Name: When selected, only the recording of your name will be played.
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You can preview the greeting by clicking the play icon and the greeting will begin playing in your browser. To stop the greeting, click the stop icon. Speakers or headphones are required to listen to your recordings. For more information on how to record a greeting, please reference the Greetings User Guide.. Leave a Message prompt If you prefer to play the operator instructional message after your Voicemail Greeting has played to your callers, check the corresponding box and save your changes. The operator instructional message will say, Please leave your message after the tone. When finished, hang up or press the pound key. If you prefer to not play the operator instructional message after your Voicemail Greeting has played to your callers, simply uncheck the corresponding box and save your changes. Password The password lets you check voicemail from your phone. When accessing a voicemail box from a phone, you will be prompted to enter the password. Clicking the Reset Password button will set the password to the system default value of 000000. Once you update your password to something new, make sure to select the Save Changes button to save your settings.
Voicemail and Fax Email Notification

Choose your preferred method of notification for voicemail and fax messages. Your options include receiving notification via email and/or your mobile phone. Check the notification method you prefer and enter the corresponding destination email address and/or mobile number to receive the notification.
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Send an Email notification to Check this option and enter the email address you would like message notifications to go to. For two email addresses, separate by a comma.
Attach voicemails as: Select your voicemail attachment file type by clicking the radio button to the left of the method you prefer.
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.wav file: This standard is playable on any Windows based computer and is the recognized standard.
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.mp3 file: A compressed file format used for audio files on most computer media players.
Voicemail Messages are kept in your Phone.com account for 90 days . We recommend downloading the messages to your computer to save for a longer amount of time. The email message will also contain the time, date, length and Caller ID information for the message.
Send a Text Message (SMS) notification

By checking the Send a text notification** option, a short text will be sent to your mobile device when you receive a new voicemail and/or fax message. Enter your mobile number in the field provided (no spaces or hyphens needed) and select your cellular carrier from the drop down list. If your cellular carrier is not in list, please contact us and we will help you.
**Please note that separate texting fees may apply with your cellular phone provider.
Text Voicemail Service

Text Voicemail gives you the ability to read your voicemail rather than listen to the actual message. Your voicemail message is converted by a team of transcribers from voice to text then emailed directly to you!
Text Voicemail Breakdown:

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Transcription can be turned on or off at your discretion. At only $0.25 per message, youll find that Text Voicemail is an inexpensive way to receive voicemail information quickly and efficiently.
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Modifying Extension Settings

To modify your extension settings at any time, visit the Extensions section of your online account by selecting Extensions from the navigation bar. On the Manage Extensions page, select the Settings button to the right of the extension you will be working with.
Deleting an Extension
To delete an extension permanently at any time, visit the Extensions section of your online account by selecting Extensions from the navigation bar. On the Manage Extensions page, select the delete button to the right of the extension.
Call Handling Rules

Each extension is given the option to have specific Call Handling Rules. To begin modifying your extensions Call Handling Rules, visit the Extensions section of your online account by selecting Extensions from the navigation bar. Select the Settings icon to the right of the extension you will be working with.
From within the Extension Settings section, locate the green side navigation bar.
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Select Call handling Rules from the side navigation bar. The Call Handling Rules for this extension will be displayed.
For more details on how to modify your Call Handling Rules, please reference the Call Handling Rules User Guide.
Creating an Extension Schedule

Create a schedule with your available hours. This schedule will now be available to apply when defining your phone number, extension and menu item destinations. Route calls received during your available hours to one destination and calls received outside of available hours to a different destination (e.g., send callers to voicemail).
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**Please note this section refers to creating a schedule for the extension, not for the overall account.** To learn how to create a Schedule for your extension, please reference the Schedules User Guide.
Click to Call Button

The Click to Call Button allows visitors to your website, blog, auction or any online document to place a call directly to you without having to dial your number. To locate the Click to Call Button, visit the Extension Settings section of your account.
Select the Settings icon to the right of your extension. From within the Extension Settings, select the Click to Call Button link located in the left column.
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Select the Button Style to view the HTML code to embed into your website or email. We offer a variety of Click to Call Buttons depending on your personal tastes and needs. View the samples* below:
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*Subject to change. There are three ways to use the Click to Call Button: 1. Embed into your website 2. Embed into your email as a clickable image 3. Embed into your email as a link
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Depending on how youd like to use the Click to Call Button, copy and paste your preferred method into the appropriate website file or email signature.
Address Book
To learn about the Address Book, please reference the Address Book User Guide.
Call Blocking
To learn about Call Blocking, please reference the Call Blocking User Guide.
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Greetings
To learn how to create Greetings for your account, please reference the Greetings User Guide..
Conferencing
Conferencing is available for use within your Extension. Each extension will have the same Conference Bridge number but a different Conference ID. To access your Conference Bridge, please follow these instructions: 1. Select Extensions from the navigation bar. 2. Select the Settings icon to the right of your extension.
3. Select the Conferencing link from the left navigation bar.
4. You will now be on the Conferencing Page.
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To dial in to your conference: 1. Dial the Conference Bridge Number above 2. Enter the Conference ID number when prompted. (The Conference ID is the number you give to participants to join the conference) 3. If you are a participant press # after the conference ID. 4. If you are a Moderator/Host press * after the conference ID (not #), and enter the Moderator/Host Pin number at the prompt. Up to 500 participants can attend one conference.There is no time limit on your conference. A permanent Conference Bridge Number is provided by Phone.com and cannot be changed at anytime. Helpful Conferencing Questions How can I reduce echoing during a conference call? Participants should check to make sure their microphone source used during the conference call is muted. Moderators can mute and unmute all of the lines and one-by-one to see if any particular caller or callers may be causing the echo effect. If this is determined to be the case, then those callers can be muted for the entirety of the conference, or they can try calling in again from a different phone or quieter area. How can I reduce distortion during a conference call?
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The participant should make sure to call from a good quality phone, and should make sure to keep any background noise to an absolute minimum. If this does not help, the participant should hang up and reattempt a connection into the conference. What happens if a participant calls into a conference before the moderator? Depending on the preferences of the moderator, three different outcomes can occur. One, the participant may be prompted to hang up and call back at a later time. Two, the participant may be placed on hold until the moderator arrives, at which point the participant is placed into the conference. Lastly, the participant may be placed directly into the conference without having to wait for the moderator. Does the number of participants affect the quality of the conference call? As the number of participants increases, so the does the probability of unintended participant error. Issues may arise, such as background noise, un-muted lines, and the type of phone used can affect the quality of the conference call. Can calling cards be used to dial into a conference call? Yes, calling cards can be used to dial into a conference call. Enter the calling card phone number, input the cards pass code, and then dial the conference number provided to you by the Moderator. Depending on the calling card used, you may have to pay a fee (normally deducted as minutes from your card) for calls made from a payphone.
Call Logs
To learn how to use Call Logs within your account, please reference the Call Logs User Guide.
Place a Call
To place an outbound call from within your Phone.com account, please follow these instructions: 1. Select the Extensions option from the navigation bar. 2. Select the Settings icon to the right of the extension you will be placing your outbound call.
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3. Select the Place a Call link from the side navigation bar.
4. The Place a Call window will appear and the background of your control panel will dim.
Call From: Enter the number of the physical telephone from which you will be placing your outbound call. This may be your cell phone, home phone, office phone, etc.
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Call To: Enter the number of the party you would like to reach into the box.
When you have entered the Call From number and the Call To number, click the Call button to place your call.
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We will then call you at the number you entered into the Call From field. When you answer, you will hear ringing as we connect you to the Call To number. You can also place an outbound call from/to an International number. Follow the above steps, but click the International icon to insert your International number.* **Please note copying and pasting a number into the field will not work.
Send SMS (text messages)

Send SMS (text messages) through your Phone.com account. Please note: SMS cannot be sent from toll free numbers. Step 1 Set your Outbound Caller ID to a local number This setting will set the local area code for the phone/device that you are using for this extension. Follow these instructions to complete step 1: Select the Extensions section from the navigation bar. Select the Settings icon to the right of the extension.
From within the Extension Settings, locate the Outbound Calls section.
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Select the Caller ID to Use for Outbound Calls to one of your Local Numbers.
SMS cannot be sent from toll free numbers. Setting this to a toll free number will disable the ability to send SMS from this extension. After selecting your local number to be used as outbound caller ID, save your changes.
Step 2 Once your changes have been saved, visit the Extension Settings section once again. Select the Send SMS link from the side navigation bar.
After selecting the Send SMS link, the background will dim and the SMS pop up will display.
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Enter the number to send your SMS message. Enter your message.
When ready, click the Go button to send your SMS.
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Your SMS will then be received on the phone you sent it to.
Extension Voicemail Settings

The Extension Voicemail Settings section will display the voicemail settings for this specific extension.
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Send ChatCalls
Send personal audio messages to your friends phone using our automated Chatcalls. Upload your own messages or create them using our custom greetings tool. To begin, select the Extensions section from the navigation bar. Select the Settings icon to the right of the extension.
Select the ChatCalls link from the side navigation bar.
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Enter the required information:
Message From Name: The name which you would like to send your message from. From Email: This email will be used to send a confirmation when the ChatCall has been successfully sent. Caller ID: The Caller ID that will display on the outbound ChatCall.
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Greeting to Send: Select the greeting to send.
Recipients Enter the name of the person and telephone number you will be sending your ChatCall to. Or, select Add Contacts from your Address Book.
The Address Book will display. To add recipients, click the check box next to the persons name.
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When ready to send, click the Send ChatCalls button.
Your ChatCall will be sent to your specified recipients.
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Send a Fax
To learn how to Send a Fax from your extension, please reference the Fax User Guide.
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Faxes
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Setting a Number to Receive Faxes Fax Notification Email Notification Text Message (SMS) notification Managing Faxes Viewing a Fax Downloading a Fax Viewing a Fax via Email Deleting a Fax Sending a Fax
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Setting a Number to Receive Faxes

To receive faxes to an extension in your account, you must assign a phone number to receive faxes using the Call Handling Rules. Your main business line cannot double as a fax line; a separate number will need to be purchased to have a main business line plus a line for receiving faxes.
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Select the Numbers option from the navigation bar. Select Edit to the right of your number.
Select Edit once more for Number Action.
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Select how calls should be handled by selecting Receive Fax.
Select the extension in which to deliver the faxes.
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Then click Save Rule Settings.
Now, when faxes are sent to your number, they will be delivered to the Inbox for that extension and stored for 90 days.
Voicemail and Fax Notification

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Select the Settings icon to the right of the Extension.
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In the Extension Settings, scroll down to locate the Notification Settings.
Selecting the When I receive a new voicemail or fax* option will allow you to check your faxes via email.
Email Notification
Send an Email notification to: Enter the email address you would like message notifications to go to.
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For two email addresses, separate by a comma. This option will only apply if you have selected one of the email notification options above. Faxes will be attached as PDF documents. Please remember to Save Changes when you are finished. Faxes are kept in your Phone.com account for 90 days. We recommend downloading the messages to your computer to save for a longer amount of time. The email message will also contain the time, date, length and Caller ID information for the message.
Text Message (SMS) notification

By checking the Send a text notification** option, a short text will be sent to your mobile device when you receive a new voicemail and/or fax message. Enter your mobile number in the field provided (no spaces or hyphens needed). To begin:
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Select Extensions from the navigation bar. Select the Settings icon to the right of the Extension.
In the Extension Settings, scroll down to locate the Notification Settings.
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Select the check box to Send a Text Message Notification. Enter your cellular telephone number. Save your changes.
Managing Faxes
Viewing a Fax
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Select theExtensions option from the navigation bar. Select the Inbox icon to the right of the Extension.
To view a fax message, simply click the View icon and the message will open as a PDF file in your browser.
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Downloading a Fax
Download a PDF fax document and save to your computer.
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Select the Extensions option from the navigation bar. Select the Inbox icon to the right of the Extension.
To download a fax message as a PDF file, simply click the icon for the message you wish to download.
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You will be prompted by your browser to save the file.
Viewing a Fax via Email

To view a fax via email, please make sure that the option to receive Voicemail and Fax Notifications via email is selected. When a fax is delivered to your email Inbox, you will receive an email containing the following information:
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If you are unable to locate the faxes in your email, please check your Spam folder. Also, please make sure to add vmnotify@phone.com to your email address book to ensure the messages are received to your Inbox.
Deleting a Fax
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Select the Extensions option from the navigation bar. Select the Inbox icon to the right of the Extension.
Select the corresponding check box to the left of your fax then choose the Delete button.
Or, select the trash can icon to the right of the fax to delete.
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Sending a Fax
Please note that fax is an old technology. Sending a fax digitally via VoIP to a destination with physical FAX machine connected to the old telephony network could be less reliable than sending it using a physical fax machine connected to the old telephony network. This is specifically important if you are sending to international destinations. If your business depends on sending faxes to international destinations we recommend that you use physical fax connected to the plain old telephony network (POTS). Or simply use e-mail. To send a fax, please follow these instructions:
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Select the Extensions option from the navigation bar.
Select the Settings icon to the right of the Extension. Select the option to Send a Fax on the side navigation bar.
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6-Step Send a Fax Process
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1. Enter the fax number you are sending to.
2. Enter the Cover Page information including the name of the person who will retrieve your fax and their company if applicable, the subject of your message, your name and a memo. The date and time field will be automatically displayed. (Cover page is optional)
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3. Enter the email address to receive notification your fax has arrived at the destination.
4. Caller ID to Show
Select the Caller ID of an active number in your Phone.com account to use as the outgoing caller ID on your send fax. Please Note: Faxes cannot be sent from toll free numbers to other toll free numbers. Setting this to either a toll free number or private will disable the ability to send faxes from this extension.
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5. To add an attachment to your fax, click the Browse button under the Add Attachments section.
When the file has been successfully uploaded, it will appear in the File List:
5. When youre ready, click Preview Fax.
6. Preview your fax before sending. Then, click Send to send your fax.
Please note we only accept the following file types:

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doc, docx, html, jpg, pdf, ppt, pptx, rtf, tif, txt, xls, xlsx
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Greetings
You can personalize your system with custom messages greetings, music and voices your own audio files. Phone.com accepts all popular audio file types, including AIF, AU, MP3, and WAV. To begin, visit the Greetings section of your account.
Create a Greeting
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Text to Greeting Upload a Greeting Record from Phone
Edit a Greeting
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Using Text to Greeting Using Upload a Greeting Using Record from Phone Listen to Greetings Delete a Greeting Message/Music on Hold Quick Access: Using your Greetings
Create a Greeting
To begin creating a greeting, select the Greetings option from the navigation bar.
Text to Greeting
With Text to Greeting, you can simply type your script, select a voice, add sounds and preview then upload to your Phone.com account.
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To begin, select the Greetings option from the navigation bar. Select the Add a Greeting button to proceed.
Follow the instructions below to create your Text to Greeting: 1. Select Greeting Type as Text to Greeting
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2. Give your greeting a nickname. The nickname will help you keep track of the greeting placement in your account. If this is your voicemail greeting, an appropriate nickname would be My Voicemail. 3. Type your Greeting into the provided text field.
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4. Select a Voice.
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5. Add Sounds (optional).
6. Preview your Greeting by selecting the Preview button.
7. Add Notes (optional) and click Save Greeting.
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8. Once saved, your new greeting will appear on the Manage Greetings page.
Upload a Greeting
1. From the Greetings section, locate the Add a Greeting button.
2. Give your greeting a nickname. The nickname will help you keep track of the greeting
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placement in your account. If this is your voicemail greeting, an appropriate nickname would be My Voicemail. 3. Select the option to Upload New File.
4. Upload the new greeting from your computer hard drive by clicking the Browse button.
5. Once you have found and selected the desired file, click the Upload button.
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6. After your greeting is uploaded, click Save Greeting.
7. Once saved, your new greeting will appear on the Manage Greetings page.
Record from Phone

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Record your voicemail greetings, menus or other information with the click of your mouse. Youll instantly be linked to the recording prompt. 1. From the Greetings section, locate the Add a Greeting button.
2. Begin by giving your greeting a nickname. The nickname will help you keep track of the greeting placement in your account. If this is your voicemail greeting, an appropriate nickname would be My Voicemail.
3. Select the option to Record from Phone. 4. Select the Click-to-Record a Greeting button.
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5. The call window will then appear. In the call window, enter the phone number of the actual physical telephone you wish to use to make your recording, i.e. your cell phone number.
6. Click the Call button and let us call you to record your greeting. 7. Phone.com will then ring the phone number you have entered. When you answer this call, you will be connected to the recording prompt and can begin recording immediately.
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Then, follow these instructions:

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Begin recording after the prompt. When finished, press the pound [#] key. Your recording will be played back. If you are satisfied, press 1 to save it, 2 to replay, or 3 to try again.
8. Once the recording is saved, it will appear on the Greetings page for easy management.
Edit a Greeting
To edit an existing greeting, visit the Greetings section of your online account by selecting the Greetings option from the navigation bar. 1. Select the Edit button to the right of the Greeting to modify.
To edit a greeting created using Text to Greeting:

1. Select the Edit button to the right of your greeting.
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2. Delete the text no longer needed and re-type your greeting.
3. After making your adjustments, click the Save Greeting button. Your greeting has now been modified.
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To edit a greeting created using Upload New File:

2. Select the Browse button to select a replacement greeting from your computer.
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3. Select the Upload button to upload your replacement greeting.
4. After the replacement greeting is uploaded, click the Save Greeting button.
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To edit a greeting created using Record from Phone:

2. Your current greeting will be available for listening on this page. 3. To record your new greeting, select the Click to Record a Greeting button.
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6. Click the Call button and let us call you to record your greeting.
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7. Phone.com will then ring the phone number you have entered. When you answer this call, you will be connected to the recording prompt and can begin recording immediately. Then, follow these instructions:
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After you hear the confirmation of your saved greeting on the telephone, please click the Save Greeting button on the Edit Greeting page.
Listen to Greetings
To listen to an existing greeting, visit the Greetings section of your online account by selecting the Greetings option from the navigation bar. 1. Select the Play button to the right of the greeting.
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2. You can also listen to greetings from within the Edit Greeting section by selecting the Edit button
3. Click the play button to begin listening to your greeting.
Delete a Greeting
Visit the Greetings section of your online account by selecting the Greetings option from the navigation bar. 1. Select the Delete icon to the right of the greeting to delete.
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2. If this greeting is currently in use within your account, the greeting will not be deleted and an error message will display.
Before you can delete the greeting, you must remove it from usage within your account. Once removed, the delete option will be available.
Message/Music on Hold
Message/Music On Hold gives you the option to select a customized message to play when callers are waiting on hold. Create your own message by adding/editing a greeting and enabling it as music on hold, or order a custom message from our professional recording services. Text to Greeting Music/Message on Hold Upload Music/Message on Hold Record Music/Message on hold from Phone To locate, order or manage your custom Message/Music on Hold: 1. Select the Greetings link from the navigation bar. 2. Select the Message/Music on Hold link from the Greetings page, as displayed in the image below:
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After selecting the Message/Music on Hold link from the Greetings page, the following page will display:
To create your Message/Music on Hold, follow the instructions below: To begin creating a greeting, select the Greetings option from the navigation bar.
Text to Greeting Music/Message on Hold

With Text to Greeting, you can simply type your script, select a voice, add sounds and preview then upload to your Phone.com account. To begin, select the Greetings option from the navigation bar. Select the Add a Greeting
Follow the instructions below to create your Text to Greeting:
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1. Select Greeting Type as Text to Greeting
2. Select the Yes option to Allow for use as hold music.
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3. Give your greeting a nickname. The nickname will help you keep track of the greeting placement in your account. If this is your voicemail greeting, an appropriate nickname would be My Voicemail. 4. Type your Greeting into the provided text field.
5. Select a Voice.
6. Add Sounds (optional).
7. Preview your Greeting by selecting the Preview button.

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8. Add Notes (optional) and click Save Greeting.
9. Once saved, your new greeting will appear on the Message Music on Hold Greetings
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page.
Upload a Message/Music on Hold

1. From the Greetings section, locate the Add a Greeting button.
2. Give your greeting a nickname. The nickname will help you keep track of the greeting placement in your account. If this is your voicemail greeting, an appropriate nickname would be My Voicemail. 3. Select the option to Upload New File.
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4. Select Yes to Allow for Use as Hold Music.
5. Upload the new greeting from your computer hard drive by clicking the Browse button.
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6. Once you have found and selected the desired file, click the Upload button.
6. After your greeting is uploaded, click Save Greeting.
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7. Once saved, your new greeting will appear on the Message/Music on Hold Greetings page.
Record Message/Music on Hold from Phone

Record your voicemail greetings, menus or other information with the click of your mouse. Youll instantly be linked to the recording prompt. 1. From the Greetings section, locate the Add a Greeting button.
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2. Begin by giving your greeting a nickname. The nickname will help you keep track of the greeting placement in your account. If this is your voicemail greeting, an appropriate nickname would be My Voicemail. 3. Select the option to Record from Phone. <
4. Select the option Yes to Allow for Use as Hold Music.
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5. Select the Click-to-Record a Greeting button.
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6. Click the Call button and let us call you to record your greeting. 7. Phone.com will then ring the phone number you have entered. When you answer this call, you will be connected to the recording prompt and can begin recording immediately. Then, follow these instructions:
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8. Once the recording is saved, it will appear on the Greetings page for easy management.
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Quick Access: Using your Greetings

To use a greeting with a Menu 1. Select Menus from the navigation bar. 2. Select Edit Menu located to the right of the Menu you wish to work with OR Add a New Menu. 3. Select the greeting name of your choice from the drop down menu to be used as the Outgoing Message for your Menu. To use a greeting with a Queue 1. Select Queues from the navigation bar. 2. Select Edit Queue located to the right of the Menu you wish to work with OR Add a New Queue. 3. Select the greeting name of your choice from the drop down menu to be used as the Announcement for your Queue. To use a greeting for your Voicemail 1. Select Extensions from the navigation bar. 2. Select Settings icon located to the right of the extension you wish to work with from the Manage Extensions menu. 3. Select the Voicemail link from the column on the left. 4. Make sure voicemail is set to On then choose the Voicemail Greeting from the drop down menu.
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In-Call Features
During an incoming call to your Phone.com number, you can activate the In-Call features.
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Attended Transfer [*][2] Grab back transferred call [*][0] Transfer call to Voicemail [*][2][*][extension] Placing a call on hold [*][8] Call Recording [*][7] Call Blocking/Unblocking [*][9]
Attended Transfer Voicemail Transfer Hold Call Recording Call Blocking
Attended Transfer
At any time during a conversation: 1. Press * + 2 2. Caller hears your selected hold music 3. You will be prompted to enter the desired telephone number. To transfer to an extension, dial the extension number. When the call is answered, you can speak with the dialed number, announcing the transfer (meanwhile the caller still hears hold music). When you hang up, the incoming caller and the dialed number are connected. The outbound call is logged in your call logs. To return to the call after pressing *2, simply press #. To grab a transferred call back, Press * + 0
Voicemail Transfer
1. Press * + 2 2. Caller hears your selected hold music
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3. Press * + extension number. 4. Disconnect your call and the party you are transferring will be connected directly with the desired voicemail box. To return to the call after pressing *2, simply press #.
Hold
At any time during a conversation: 1. Press * + 8 2. Caller hears your selected hold music 3. Press * to take caller off hold and return to conversation.
Call Recording
At anytime during a conversation: 1. Press * + 7 2. You will hear the prompt indicating Call Recording has begun. 3. There will be a brief pause on the line as your party hears the prompt indicating Call Recording has begun. 4. To end Call Recording, press * + 7 at anytime during the conversation Recorded calls can be accessed through your Phone.com online account.
Call Blocking
To block a specific number during a conversation: 1. Press * + 9 to block 2. The number of the party you are speaking with will be blocked from calling your Phone.com number and displayed in the Call Blocking section of your account. To remove call blocking during a conversation: 1. Press * + 9 to unblock
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Menus
A menu is generally the first thing incoming callers will hear when they dial your Phone.com number. Your system will play your custom audio message telling callers which key to press. (Press 1 for Customer Service, press 2 for Sales).
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Add a Menu Caller Selection and Action Edit Menu Using Your Menu
Add a Menu
We always recommend recording your Outgoing Menu Greeting first before creating your menu. To learn how to create a greeting, please reference the Greetings User Guide. To add a menu, begin by selecting the Menus option from the navigation bar. Select the button to Add a Menu.
The Add Menu process now begins. Complete the first section to begin your Menu
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creation:
Name Give your menu a nickname to help you identify it when configuring your Call Handling Rules. Outgoing message This is your prerecorded audio message telling callers which key to press. (Press 1 for Customer Service, press 2 for Sales) Invalid entry message This is an audio message that plays when caller makes invalid menu selection. Example recording: Im sorry, that entry is invalid. Please try your option again. Allow extension dial This setting allows callers to enter in an extension number at anytime to bypass the menu and dial that extension directly.
Caller Selection and Action: Telling the Menu What to do

After the initial Menu set up is complete, the next step is to tell the Menu what to do when the caller presses the correlating menu option on their phones keypad. Heres how your Caller Selection and Action page will display. Caller Selection are the keys on the keypad. Action describes what happens when the caller presses that option on their keypad.
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Create your Menu to follow your rules, based on your initial Outgoing Message. Begin by clicking the Edit button to the right of the Caller Selection.
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The Call Handling Rules window will open allowing you to select your preferred action for this Caller Selection.
Select your desired Call Handling Rule. To learn more about Call Handling Rules, please reference the Call Handling Rules User Guide. After your Call Handling Rule is selected, it will display on your Menu.
In the example below, if the caller dials 1 on their keypad, the call will be forwarded to Jennys extension 730.
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Continue to make your Caller Selections for your Menu. When finished, click the Save Changes button.
Edit Menu
To edit an existing menu, select the pencil and paper icon located to the right of your menu listed on the Manage Menus page. Make your changes and remember to save your menu.
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Using Your Menu

The Phone.com is similar to a big game of connect-the-dots. After your Menu is created, you need to connect it to your Number. Below you will find instructions on how to make this happen. Connecting your Menu to your Number Select the Numbers option on the navigation bar. Select the Edit button to the right of the number to work with.
In the Edit Number section, select Edit to the right of Number Action.
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The Call Handling Rules will open in a new window.
In the Call Handling Rules window, select the operation to Go To Menu.
Select your desired Menu.
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When your selections are made, click the Save Rule Settings button.
After selecting Save Rule Settings, you will return to the Edit Number page. The Number Action will display your new selection.
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Verify your settings are correct, then click the Save button.
Your number will now be set to direct calls to your Menu.
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Numbers
The most important component to your Phone.com service are your phone numbers. Learn how to manage them here.
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How to Add a Number How to Delete a Number Different Types of Numbers Managing Phone Numbers Caller ID Name Number Action
How to Add a Number

Add new Local, Global, Toll Free, and Vanity Toll Free Phone Numbers or transfer your existing number to your account. Click the Numbers option from the navigation bar. Click the Add a Number button.
Select an option for your new telephone number.
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How to Delete a Number

Click the Numbers option from the navigation bar. Click the trash can icon to the right of the number to delete.
A pop-up warning will ask you to confirm that the number will be permanently deleted from your account.
Click OK to confirm.
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Click Cancel to bypass your changes.
Different Types of Numbers

Local Number | Vanity Toll Free Number | Toll Free Number | Global Number | Transfer Existing Number
Local Number
A US Local Number consists of an included rate center within the United States.
To add a Local Number, select by a specific area code or browse by state.
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Vanity Toll Free Number
Customize your number by ordering a Vanity Toll Free Number. A vanity number is a phone number that happens to translate with the letters on the keypad into more memorable words or phrases.
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Please Note: Vanity Toll Free numbers take 7-10 business days to be activated after placing order. Well provide you with a temporary number to use in the meantime.
Toll Free Number
Select an 800, 888, 877, or 866 Toll Free Phone Number. These are Toll Free numbers we have available for immediate activation. All 888, 877 and 866 Toll Free numbers include FREE setup. A one-time setup fee for each 800 Toll Free Phone Number will be charged to your account.
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Global Number
Select an International Number from within one of our included countries.
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Transfer Existing Number
To transfer your existing telephone number you must fill out the Letter of Authorization completely. Once this form has been submitted, we will ask you to send us a recent copy of bill (within 30 days old). We will then begin the transfer process with your current phone company. The status of your transfer can be found in your account on the Numbers page. The transfer process can take UP TO 60 DAYS to be completed. You will be issued a temporary number until your transferred number has been activated. Understand that your current telecommunications provider may or may not cancel existing services on which this phone number is associated, depending on their policies. To learn more about the porting process, please reference the Number Transfer User Guide.
Managing Your Phone Numbers

Click the Numbers option from the navigation bar. The Manage Phone Numbers page will be displayed.
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Manage Phone Number Options

Nickname Number Enter a nickname for your number. The internal nickname is not displayed anywhere other than your account to help you identify your number. The number displaying is the number associated with your Phone.com account. The destination displays where calls will be routed when calls arrive to your Phone.com number. If your number currently is routing to a destination using a Schedule, it will display in this section. Select on the Edit icon located next to the number to edit your number settings. Select on the Delete icon located next to the number you wish to remove and you will be prompted for confirmation before the number is deleted.
Destination Schedule
Edit Delete
Caller ID Name
Local Number Caller ID Name When you place calls from your Phone.com local number to regular landline telephone subscribers, you can choose the name that will display on the receiving partys phone, if they have the appropriate equipment and subscribe to a Caller ID service. We publish this information to the National Caller ID Name database once every 24 hours, but it may take up to 30 days for the changes you make to propagate through the various systems and databases that control the Public Switched Telephone Network (PSTN). Please note: Caller ID Name must consist of letters, numbers, space, and comma, with a maximum of 15 characters in length. This is a limitation of the legacy Caller ID Name technology. Caution! It is unlawful to submit false, unauthorized, or misleading Caller ID information.
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**Please note this option is only available for local numbers. Toll Free Numbers do not have the ability to modify Caller ID Name.
How to Modify your Local Number Caller ID Name

Select the Numbers option from the navigation bar. Select the Edit button to the right of your local number.
On the Edit Number page, locate the Caller ID Name section. 1. Select the type of number, either Business or Residential. 2. Enter the name you would like displayed (15 characters max). 3. Check the box to Publish this number in the National Caller ID Name database.
Save your changes by clicking the Save button.
**Allow up to 30 days for the Caller ID name to propagate.
Number Action: Call Handling Rules

The Number Action tells your number what to do when a caller dials in.
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Select the Numbers option from the navigation bar.
Select the Edit button located to the right of the number you would like to manage. Click the Number Action Edit box in the Edit Number page.
This opens the Call Handling Rules details window. .
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Popular Setups
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Forward to your cell phone Receive Fax Forward to a Menu
Forward to your cell phone

Answer your calls, no matter where you go! Forward all incoming calls to your cell phone, landline home phone, office phone or any other active telephone number. If no answer on the line, choose to have callers leave a Voicemail. To begin, please follow these instructions:
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Select Edit for the Number Action.
Select the operation to Forward Call.
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Enter the phone number to forward your incoming calls to the text box provided.
Click the Advanced Call Forwarding Options button.
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Modify the Caller ID to show, Voice Tag and Call Screening Options.
To add multiple forwarding numbers, click the Add Another Number button.
To play Hold Music while waiting, select an option. Or, to have your callers only hear ringing, leave the option set as None.
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If there is no answer on your phone, set calls to Leave Voicemail by clicking the Add Next Action button.
Select the operation to Leave Voicemail.
Select the extension to which voicemail messages will be left. Then, click to Save Rule Settings.
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Receive Fax
Set your Phone.com number to be your dedicated incoming fax line by following the instructions below: **Please note only one number can be set as your dedicated incoming fax line.
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Select Edit for the Number Action.
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Select how calls should be handled by selecting Receive Fax.
Select the extension to deliver the faxes.
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Then click Save Rule Settings.
Now, when faxes are sent to your number, they will be delivered to the Inbox for that extension.
Forward to a Menu
Youre probably already familiar with how to use a Menu just from calling your any customer support department. The outgoing message plays, providing instructions on which key to press to reach which department. Heres an example well be creating below: Thanks for calling Shamrocks Custom Printing. Press 1 to place an order. Press 2 to check on the status of a current order. Press 3 to hear our location and hours. For all other questions or to speak with a representative, please press 0. There are three steps to creating your Menu:
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Step 1: Record your Outgoing Message Step 2: Create your Menu Step 3: Connect your Number to your Menu
Step 1: Record your Outgoing Message

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Select the Greetings option on the navigation bar. Select to Add a Greeting. You can find the button to Add a Greeting on the top of the page.
Record your Menu greeting. For more instruction on how to record a greeting, please visit the Greetings section of our knowledge base. It is recommended to name your greeting something that helps you connect it with your Menu, such as Menu Greeting or Outgoing Menu Message.
After you have saved your greeting, visit the Menus section of your account by clicking Menus from the navigation bar.
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Select to Add a Menu.
Stage one of your Menu creation involves the following: 1. Menu name: We recommend naming your Menu something that helps you remember this is your menu, such as Main Menu or My Business Menu. 2. Outgoing Message: The initial message your callers will hear. Youve already completed this greeting. Click the dropdown menu and select your appropriate Menu greeting from the list. 3. Invalid Entry Message: If your callers select an option on the keypad that you have not configured in your Menu, the Invalid Entry Message will play. Typically, users will have it re-play the Outgoing Message, but youre more than welcome to customize this for your Menu. To customize, simply create a new greeting and once saved, select the greeting from the drop down menu. 4. Allow Extension Dial: Enable and disable the option to allow your callers to dial directly to the extension within your Phone.com account.
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Click Continue.
The Caller Selection (keys on the keypad of your phone) and Action Items (what happens when this key is pressed) for the Menu will appear.
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Step 2: Create your Menu

Lets set up the first Caller Selection for your Menu: Press 1 to place an order.
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Select Edit to the right of Caller Selection 1 to display the Call Handling Rules. Select Forward Call from the drop down menu.
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Select Forward Call then enter the number(s) you would like to forward incoming calls to.
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In this case, were entering our cell phone number to take all of our sales calls. If were not around to answer the call, wed like the callers to leave a Voicemail. Select Add Next Action to select this option.
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Select Leave Voicemail then the extension to leave the voicemail messages.
Click Save Rule Settings.
Menu option 1 has now been set that when your callers dial 1 on the keypad, they are forwarded to the cell phone number. If theres no answer on the cell phone, a voicemail will be left at Extension 76 for Sales. Now, to Option 2.
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Lets set up the second Caller Selection for your Menu: Press 2 to check the status of an order. Calls will be forwarded to a Queue that has already been created. To learn how to create a Queue, visit the Queue section of the knowledge base.
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Within the same Edit Menu screen, select Edit to the right of Caller Selection 2.
In the Call Handling Rules window appears, select the option for Goto Queue.
Select the appropriate Queue to use and click Save Rule Settings.
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Menu option 2 has now been set that when your callers dial 2 on the keypad, they are forwarded to the Order Status Queue. Now, to Option 3. Lets set up the second Caller Selection for your Menu: Press 3 for Hours and Location . First, create your Hours and Location greeting. Select the Greetings option on the navigation bar. Select to Add a Greeting. You can find the button to Add a Greeting on the top of the page.
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Record your Hours and Location greeting. For more instruction on how to record a greeting, please reference the Greetings User Guide.
After you have saved your greeting, visit the Menus section of your account by clicking Menus from the navigation bar.
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Select the option to Edit Menu.
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Select Edit next to Caller Selection 3 to open the Call Handling Rules window.
Select the operation to Play Recording.
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Select the Hours and Location greeting.
Select to Save Rule Settings.
Congratulations! Youve now configured your Menu. Make sure to Save your selections and get ready to connect your Menu to your Number.
Step 3: Connect your Number to your Menu

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Select the Numbers option from the navigation bar. Select the Edit button.
Select Edit to open the Number Action.
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Select the operation to Goto Menu.
Select your Menu name from the drop down options.
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Click to Save Rule Settings.
On the Edit Number page, select the button to Save your changes.
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You have now set your Number to forward to your Menu. Each incoming call will be directed in this manner.
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Queues
Queues place incoming callers into a waiting area to be answered by the next available member. Queues are great tools for sales, support and service departments when there is more than one person accepting calls. Queues are configured with outside phones numbers and can be personalized with custom recordings.
Creating a Queue
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Add a Queue
Components of a Queue
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Name Announcement Hold Music Maximum Hold Time Caller ID to Show Members Members of the Queue Ring Time to Queue Members
Using a Queue
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Editing a Queue Adding Members Delete a Member
Creating a Queue
Add a Queue
Select the Queues option from the navigation bar. To add a new queue, select the Add New Queue button.
Begin completing the various components of your Queue. Information on each of these items can be found below.
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Components of a Queue
Name
Give your queue a nickname to help you identify it when configuring your system. The nickname will be held internally within your account and will not be displayed to your callers.
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Announcement
The Queue Announcement is the initial audio callers hear when sent to the queue. Your Queue Announcement will need to be created before your Queue can be created.
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Select the drop down menu to select your Queue Announcement. To preview your greeting, select the Play button on the player to the right.
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Hold Music
While ringing to the members of your Queue, your callers will hear hold music rather than ringing. Select the hold music callers will hear when waiting to be connected.
To preview the hold music, press the Play button on the player to the right. For more details on creating your own Music/Message on Hold, please reference the Greetings User Guide.
Maximum Hold Time

After a caller has been on hold for this maximum hold time set, they will be forwarded to the voicemail box you select if no answer from a Member in your Queue. First, select the amount of minutes to leave your callers on hold. This is the total amount of time the system will ring each Queue Member.
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Select the extension to leave a voicemail message if no answer from a member on your queue.
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Caller ID to Show Members

This setting will determine what number members of this queue will see on their caller ID when a call arrives at their phone from the Queue.
Callers ID will display the callers ID on your receiving device. Called Number will display the phone number that the caller dialed.
Members of the Queue Queue Members are persons who will be assigned to this queue. Enter the 10-digit phone number of your Queue Member in the field(s) provided. By default, queues use a Round Robin Memory strategy When a called is received it will ring one member and continue with all others in a circular fashion until it is answered. The next call remembers which member was last and starts with the next.
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To add new members, click the Add Another Number button. Only 1 phone number per field allowed. Note: Changes made may take up to 5 minutes to take effect.
Ring Time to Queue Members The Ring Time to Queue Members will determine how many seconds the system will ring each Member. For example, selecting 5 seconds will ring each Queue Member for this amount of time in a Round Robin fashion. Each Queue Member will ring for 5 seconds for your entire selected Maximum Hold Time, as described in the Maximum Hold Time section above.
The connection between the Maximum Hold Time and the time to ring each queue member shown below:
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Using a Queue
Editing a Queue To edit an existing Queue, select the Queues section from the navigation bar. Select the Edit button to the right of your existing Queue.
The Edit Queue page will display.
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Adding New Members To add new members to your existing queue, select the Add Another Number button within the Members of the Queue section.
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Delete a Member To delete an existing Queue Member, select the trash can icon to the right of the member to remove.
Cant find your answer? Check out the Queue FAQs section for more information.
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Schedules
Schedules allow you to set your availability, business hours or custom action hours. Schedules are used when assigning actions to numbers, extensions, menu items and more. Creating a schedule for Monday- Friday, 8am 5pm will give you the option to route calls to one destination during those hours and after those hours calls will be routed to a different destination. Visit the Schedules section of your account to begin.
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Creating a Schedule Schedule Types Time Zone Advanced Settings
Creating a Schedule
Create a schedule with your available hours. This schedule will now be available to apply when defining your phone number, extension and menu item destinations. Route calls received during your available hours to one destination and calls received outside of available hours to a different destination (e.g., send callers to voicemail). To learn how to route calls using schedules, please reference the Call Handling Rules User Guide. To begin creating a schedule, select the Schedules option from the navigation bar. Select the button to Add a Schedule.
Create a Schedule Name. This name will be used internally to help organize your account. Then, choose a Schedule Type.
Schedule Types
Daily | Weekday-Weekend | Custom
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Daily
If you select a Daily schedule, the times will apply Monday through Sunday. Use the slide bar to set the time for your Daily schedule. Hold your mouse on one side of the slide bar then drag to the right until your desired time has been selected. Notice time frame within the Schedule box has changed with the movement of the slider bar.
Drag and drop to select your time frame.
Weekday-Weekend
When selected, the option to apply your schedule during Weekdays only or Weekends only is available. Check the box to the right of which day you would like to apply, either Weekdays, Weekends or both.
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Use the slide bar to set the time for your Weekday Weekends schedule. Hold your mouse on one side of the slide bar then drag to the right until your desired time has been selected.
Custom
A custom schedule allows you to enter different hours for all days of the week.
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Select the appropriate days by checking the box to the right of the day.
Use the slide bar to set the time for your Custom schedule. Hold your mouse on one side of the slide bar then drag to the right until your desired time has been selected.
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Time Zone
Select to use the default time zone for your schedule. The time zone applied will affect how your calls are applied using this schedule.
If your default time zone does not appear correct, modifications can be made within the System Settings. To use a different time zone than your default account time zone, select the radio button to the right of the option to Use a custom time zone for this schedule.
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After creating your schedule, make sure to Save Changes.
Advanced Settings
Advanced settings allow you to input exceptions to your schedule, such as during a
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scheduled meeting, holiday hours, vacation days or anything else you may require. Select the Yes option to use an exception with the schedule.
Select the Start date by clicking the calendar icon to choose a day to begin your schedule exception.
Select the End date by clicking the calendar icon to choose a day to end your schedule exception.
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Select the time frame to apply the schedule exception. For example, during these days, I will be taking an extended lunch break from 12pm to 3pm.
To add multiple schedule exceptions, select the Add button.
When you are satisfied with your schedule, click Save Changes.
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System Settings
The System Settings allow you to configure the basic requirements of your phone system, including your time zone, extension numbering, system voice and hold music. To view your System Settings, select the Account button located on the navigation bar. Then, select Account Settings.
The System Settings for your account will then be displayed.
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Time Zone Prefix for Dialing Out System Audio Dial by Name Directory
Time Zone
Select your time zone from the list. This setting allows the system to properly log the date
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and times of incoming calls and utilize the advanced scheduling feature.
Prefix for Dialing Out

The prefix for dialing out pertains to our customers with ATAs or IP Phones. They will select the numeric prefix to dial before their outbound calls are placed.
System Audio
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Select from a variety of Hold Music styles for your systems default hold music.
Dial by Name Directory

Callers who are routed to the Dial-by-Name Directory can enter the first letters of a last name or a first name to be routed to that persons extension. Including extensions in the Dial-by-Name Directory is optional and must be done when editing your extensions. By default, all extensions are included in the Dial-by-Name Directory.
The Dial by Name Directory options are specified within the Extension General Settings. To access these settings, select Extensions from the navigation bar then choose the Settings icon to the right of the extension.
Dial by Name Directory Name The Name field in the Extension Settings is used with the Dial by Name Directory. Depending on your selection, the first or last name in the Name field will be played to your callers by our default operator voice. Recorded Name If you prefer to record your own name for callers, first create your recording in the Greetings section of your account. Then, select your recording in the Recorded Name field. Include in Dial by Name Directory To ensure this extension is included in the Dial by Name Directory, yes must be selected.
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Transfer My Existing Number

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How to Initiate a Transfer Request Step 1: Check number availability Step 2: Letter of Authorization Step 3: Submit your Port Request Copy of Bill Toll Free Letter of Authorization
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How to Initiate a Transfer Request

From within your Phone.com account, select the Numbers option from the navigation bar.
Select the option to Transfer Existing Number.
To transfer your existing telephone number you must fill out the Letter of Authorization form completely. Once this form has been submitted, we will begin the transfer process with your current phone company. The status of your transfer can be found in your control panel on the Numbers page. The transfer process can take UP TO 60 DAYS to be completed. You will be issued a temporary number until your transferred number has been activated.
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Step 1: Check number availability

Is your number portable to Phone.com? Please use our Check Now tool to see if your number can be supported by our service.
**Please note, the Check Now search only verifies that your rate center is supported by Phone.com. Any account freeze or contractual obligation with your provider cannot be determined with this search. Please contact your current provider to learn if your number is fully portable to another company. RCFW Does your number have Remote Call Forwarding (RCFW)? If so, please check the box. If you are uncertain, please contact your current provider for verification. Numbers porting to Phone.com that have Remote Call Forwarding are handled specially within our system. If the Check Now returns a successful result, the following message will display:
If we are unable to port your number to us at this time, the following message will appear:
Step 2: Letter of Authorization

If you are able to port your number to us, please proceed with the completion of the Letter of Authorization.
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Letter of Authorization Breakdown Customers Business or Personal Name The Customers Business or Personal Name must match exactly what is on file with your current provider. Often, this name is the name which appears on your billing statement. Current Service Provider Please select your current service provider from the list. If you are unable to find your service provider listed, please choose the Other option and enter your service provider name into the text field provided. Service Address The Service Address must match exactly what is on file with your current provider. In some cases, the service address may differ from the Billing Address. Please contact your provider to be sure. Authorization Information Authorization information is important for verifying your account. Please enter the account holder name, which may differ from the Billing Name, into the text field provided. Enter your telephone number and select the Number Type. Business Numbers are typically classified with a business name. We will also require your business Tax ID number to complete the Letter of Authorization. If the number is classified as a Residential line, please enter the last 4 digits of the account holders social security number (SSN) and the account holders birth date. If the line is Wireless, please select the Yes option to enter your wireless account
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number and PIN.
Step 3: Submit your Port Request

After you click the Submit button on the Letter of Authorization, we receive the initiation for your port request. However, it is submitted to your current provider for review until you send us a recent copy of bill and, if your number is a toll free, a signed Letter of Authorization. We will email the administrative email address on your account reminding you to send this information.
Copy of Bill
Submit a recent Copy of Bill (COB) from your current provider. The copy of bill must fit into these specifications:
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Dated within 45 days Include the phone number(s) you are porting to Phone.com on the document Include your name and service address and/or account number on the document
A copy of bill can be submitted three ways:

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Upload from within your control panel on the Numbers section Fax to (858) 777-9888 OR (858) 560-9417 Email to support@phone.com
If we do not receive your copy of bill within 30 days of initiating your port, the request will be canceled.
Toll Free Letter of Authorization

Toll free numbers require a signed Letter of Authorization. We will email you the Letter of Authorization for your Toll Free Port Request. Submit your Letter of Authorization three different ways: Email to support@phone.com We submit your Copy of Bill (COB) and send, with a Letter of Authorization, to the Local Exchange Carrier (LEC) or your current provider.
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Voicemail
The Extensions page allows you to quickly view the status of your Phone.com voicemail boxes. To access your voicemail and faxes, visit the Extensions section of your account then click the Inbox icon located to the right of the mailbox nickname.
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Adding a New Voicemail Box How to Check your Voicemail Through your Phone.com Inbox Through your phone Voicemail Greetings Voicemail Password Voicemail Notification Email Text Voicemail Transcription Inbox Control Marking a message as old Marking a message as new Copy to Mailbox Move to Mailbox Delete Selected Voicemail Downloading a Voicemail Blocking a number from your voicemail Click to Return a Voicemail
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Adding a New Voicemail Box

Each Extension includes a voicemail box, therefore to create a new voicemail box simply add a new extension. Select the Extensions section from the navigation menu. Click the Add an Extension button located in the Extensions section.
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Select the Extension Type by clicking on the corresponding icon. An explanation of each extension type can be found below.
In this case, we will be selecting a Virtual Extension.
How to Check your Voicemail

Through your Phone.com Inbox
To check voicemail and faxes through your Inbox, begin by selecting the Extensions section from the navigation bar. Select the Inbox icon to the right of the extension.
Notice the Inbox icon will display a number of unread messages on the extensions page.
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The Inbox will display all read and unread messages for this extension.
Unread messages will display in bold font. Read messages will appear in light gray font. To listen to a voicemail message, click the Play icon.
To view a fax, click the View Fax icon to the right of your message.
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Through your phone

If you have a Phone.com ATA or IP Phone, pick up your handset and dial #VM (#86) to access your voicemail directly. Dial your Phone.com number or Dial your Phone.com number Access a menu and press * asterisk or Enter your extension Enter your extension number or When VM answers, press * asterisk Enter your password
Voicemail Greetings
Step 1: Create your voicemail greeting. To learn how to record greetings, please reference the Greetings User Guide. Step 2: Connect your voicemail greeting to your extension. Select the Extensions option on the navigation bar.
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Select the Settings icon to the right of the extension.
Locate the Voicemail settings section.
Voicemail Greeting Your voicemail greeting is the message callers hear when accessing your voicemail box. Select one of your custom audio files from the dropdown list to be used as your voicemail greeting. The following greeting options are available:
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Standard Greeting: When selected, this is the main greeting callers will hear when they are transferred to your voicemail. Alternate Greeting: When selected, this is your alternate greeting to switch to in the event you are away on vacation, in a meeting, etc. By having the alternate greeting pre-recorded, you can update your voicemail quickly to alert your callers.
"Leave a Message" prompt If you prefer to play the operator instructional message after your Voicemail Greeting has played to your callers, check the corresponding box and save your changes. The operator instructional message will say, Please leave your message after the tone. When finished, hang up or press the pound key. If you prefer to not play the operator instructional message after your Voicemail Greeting has played to your callers, simply uncheck the corresponding box and save your changes.
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Voicemail Password
The password lets you check voicemail from your phone. When accessing a voicemail box from a phone, you will be prompted to enter the password.
Clicking the Reset Password button will set the password to the system default value of 000000.
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Once you update your password to something new, make sure to select the Save Changes button to save your settings.
Voicemail Notification
Email
Check this option and enter the email address you would like message notifications to go to. For two email addresses, separate by a comma.
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Attach voicemails as: Select your voicemail attachment file type by clicking the radio button to the left of the method you prefer.
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.wav file: This standard is playable on any Windows based computer and is the recognized standard. .mp3 file: A compressed file format used for audio files on most computer media players.
Voicemail Messages are kept in your Phone.com account for 90 days . We recommend downloading the messages to your computer to save for a longer amount of time. The email message will also contain the time, date, length and Caller ID information for the message.
Text
By checking the Send a text notification** option, a short text will be sent to your mobile device when you receive a new voicemail and/or fax message. Enter your mobile number in the field provided (no spaces or hyphens needed) and select your cellular carrier from the dropdown list. If your cellular carrier is not in list, please contact us and we will help you. **Please note that separate texting fees may apply with your cellular phone provider.
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Voicemail Transcription
Voicemail Transcription gives you the ability to read your voicemail rather than listen to the actual message. Your voicemail message is converted by a team of transcribers from voice to text then emailed directly to you!
Voicemail Transcription Breakdown: Human Assisted Transcriptions

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Only the first minute of the message will be transcribed. Message is transcribed by a human. First four messages are free; after, each message is $0.25/transcription. Transcription can be turned on or off at your discretion.
Automated Transcriptions
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Message is transcribed by automated software system. Unlimited transcriptions per month for $1.50
Inbox Control
Marking a message as old
New messages in your mailbox will be listed in bold. These messages will be part of your new messages when you access your voicemail by phone. To mark messages as old, so they are not part of new messages when you check voicemail by phone, simply check the messages corresponding checkbox, select Mark as Old from the drop down menu to the bottom and click the Go button.
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Marking a message as new

New messages in your mailbox will be listed in bold. These messages will be part of your new messages when you access your voicemail by phone. After listening to a message, it will no longer be displayed in bold. To mark messages as new or unread, so they are not part of old messages when you check voicemail by phone, simply check the messages corresponding checkbox, select Mark as New from the drop down menu to the bottom and click the Go button.
Copy to Mailbox
Copy a message from one mailbox to another by checking the box to the right of the message(s) to move then selecting the Copy to Mailbox option. The option to select the extension to copy the message to will appear in a second drop down menu.
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Click the Go button to copy the message.
Move to Mailbox
Move a message from one mailbox to another by checking the box to the right of the message(s) to move then selecting the Move to Mailbox option. The option to select the extension to move the message to will appear in a second drop down menu.
Delete Selected Voicemail

To permanently delete a voicemail, check the corresponding message and select the option for Delete Selected from the drop down menu. Or, select the trash can icon to the right of your voicemail.
Please note once a message has been deleted, we cannot restore it.
Downloading a Voicemail
To download a voicemail or fax, select the corresponding download icon to the right of the appropriate message.
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Then, save to your computer.
Blocking a number from your voicemail

To add a caller to the Blocked Calls list, click the Options button to the right of your message from that number.
Select the Block this Caller link. The confirmation pop-up window will appear. Click OK.
After selecting OK, the confirmation will appear on the Inbox.
The blocked number will then appear in the Call Blocking section of your account.
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To learn more about Call Blocking, please reference the Call Blocking User Guide.
Click to Return a Voicemail

To return a voicemail directly to the caller, click the Call button located to the right of your voice message.
The Click to Call window will display and the background will dim. In the Call From field, enter the physical number of the telephone you will be placing your call from.
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Then, click the Call button. We will call the number entered into the Call From field. When your phone rings, answer to be connected to the other party.
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User Guide

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1

How to Change your Contact Information

Select the Account option from the navigation bar.

How to View Account Billing

Select the Account option from the navigation bar.

Select the Account Billing link.

The billing information will display on the page.

How to Change your Username and Password

Select the Account option from the navigation bar.

Bad choices for your password:

Good choices for your password:

Forgot Your Password

Click the Recover Password Online link.

Enter your Account Username.

Create Group Add a Contact Move Existing Contact to Group

Importing and Exporting Contacts

Exporting Contacts to Phone.com Importing Contacts to Phone.com Exporting Phone.com Contacts

Select the Contacts icon located next to the extension.

After selecting Add a Contact, the following screen will display.

Move Existing Contact to Group

Importing and Exporting Contacts

Exporting Contacts to Phone.com

Hotmail Using Internet Explorer:

Using Mozilla or Firefox:

Using Hotmail Live:

Log in to Orkut Select Friends

Importing Contacts to Phone.com

Exporting Phone.com Contacts

Select Extensions from the navigation bar.

Open or save the CSV file to your computer.

Advanced Voicemail Administration

Press Press Press Press Press Press

Listen To New Voicemail Messages

Listen To Old Messages

The following options are available:

Placing an Outbound Call

Create a New System Recording

section of your online control panel.

How to Block Numbers

Select the Add a Number to Block button.

Add a Note to keep track of why you are blocking a number.

Recent and Frequent Callers

To block one of the numbers, select the Block button.

Delete a Blocked Number

From the Settings, select the option for Call Blocking.

Blocking from Call Logs

Call Handling Rules

Call Handling Rule Options

Advanced Forward Call Features

How to Use Call Handling Rules

Call Handling Rule Options

Step 2: Select Forward Call

The list of extensions on your account will display.

Play Hold Music While Waiting

Advanced Call Forwarding Features

Step 2: Select Voicemail

Step 3: Select the Extension to leave the Voicemail Message

Step 4: Save Rule Settings

Step 2: Select Go To Queue

Step 3: Select your Queue

Step 4: Save Rule Settings

Step 2: Select Go to Menu