New VoIP Portal

User Portal Update 2020.2

In our ongoing effort to assure the most secure environment, and to continue adding useful functionality, update 2020.2 will be released on February 10, 2020. The changes can be found listed below. Please contact Technical Support at 866.763.8826 option 2, or send an email to with any questions or concerns. 


User Login
- With this update, you will no longer be able to log into the user portal with a phone number. The first time you load the login page, you will need to click on the link "Don't have a username, click here". This will take you through a wizard and you will be able to set up a username and password. The username must be alpha-numeric and at least 6 characters in length. The password must be 6 characters and contain at least 1 of each of the following; an uppercase letter, lowercase letter, a number, and a special character. Please note: Login name is unique to the system.

Managing Your Users - You can manage your users as an Administrator by clicking on Administration > Configure > Users in the End User Portal for your account. 

Users can be added, edited, and deleted. Please note: If a user is deleted, all of the user's audit recordings will be deleted as well. If you want to remove a user's access and retain the audit records, just uncheck the "enable" box. 

You can also assign a user to have access to multiple extensions. If a user has access to multiple extensions you can choose a default extension that will be selected when a user logs in. If a default extension is not specified, the site will prompt the user to select an extension upon login. 


Activity Audit - The site will now audit select events. Currently, user authentication and changes to routing are audited. This will be expanded in a future update. 

E911 - Kari's Law goes into effect February 16, 2020. The E911 notification feature will send an email when someone on an account dials 911. This will include the extension that dialed 911, the callerID used, and the provisioned E911 address. 

If you are a client who needs to become complaint with Kari's Law, please contact Technical Support at 866.763.8826 option 2, or send an email to

If you have a SIP trunk, your PBX software will have to provide the functionality for generating the notification.

MMS in Addition to SMS - You can now receive MMS messages. Please contact Sales at 866.763.8826 option 1, or send an email to for more information on pricing and how to enable MMS for your SMS enabled VoIP number.

New Queue Strategy and Agent Type for Call Center
1. New queue strategy (Ring Progressively) - Rings agents in the same way as top-down while allowing the previous agents to continue to ring (the end result leads to a Ring-All queue strategy). You will also need to set the Ring Progressively Delay on the queue. The value is in seconds, and it will define the time to wait before starting a call to the next agent when using the Ring Progressively queue strategy. The default is 10 seconds.
2. New call in agent type (Agent Call In) - Does not work with ring-all. When this agent type is selected, an agent will have to dial into a special Agent Call In extension in order to receive queue calls. When the agent calls in, they can optionally hear music or hold in silence based upon the checkbox on the agent page. When a call is routed to the agent, the agent will optionally hear a beep and be connected to the incoming caller. The agent can also decide to dial in each time after a call is completed or continue to receive calls until the agent hangs up.


Scheduled Reports - The Phone Number Usage report has been added as an option to scheduled reports.

Change Passcode - The change passcode page has been updated to allow you to change the Voicemail P.I.N. (old passcode) or login password (the new login password), or both. Please note - Your voicemail p.i.n. will stay the same unless manually changed.


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