Common Questions & Definitions
You can sort the following list using the toggles below to find exactly what you need.
Why is the light on my phone on?
If it is the light on the top of your Panasonic phone, it most likely is indicating you have a voicemail message.
I have no voicemails but the red light is still lit?
Press the message button on the keypad and hit “clear.” You may have to repeat this process a few times to clear all messages.
Why am I not getting voicemails?
The most common cause is that the FWD/DND button has been disabled. For callers to leave a voicemail, that must be enabled (the light should be on). If that is lit, and you are still not receiving VMs, it could be that your extension does not have a mailbox setup or your mailbox is full, which could happen if you are using VM to email and the auto delete option is not being used.
How do I get calls when I’m away from my desk?
Remote work is becoming increasingly common and there are multiple solutions to accomplish this. The simplest method is to establish a call forward to your cell phone which can be done through programming on the phone using special codes but there are limitations with this. Other options include mobile softphones, IP phones that can connect to the home office or SIP solutions. These typically require some more advanced programming and/or licensing.
In most cases it is best to discuss your needs with your phone vendor who can engineer the best solution for you.
Why won’t my phone turn on?
Again, this can be related to a number of issues, but it doesn’t automatically mean the phone is dead. The first thing to check is whether the cord is plugged into the proper port on the back of the phone. Most Panasonic phones have at least two ports. Digital phones may have a “PBX” port and an “EXT” port. For the phone to properly function, it must be connected to the system through the PBX port.
IP phones will have the main port as well as a pass-through port that can provide an internet connection to another device. Like the EXT port on the digital phones, it will NOT power on the phone. It must be connected through the main port. If you are not sure which is which, simply try both. If neither works, it is possible that the jack you are using is not properly connected to the phone system. The easiest way to check is to use a known working phone to test that jack. If the phone doesn’t power on at the new location, it is most likely a connection issue.
If we are going to be closed on a day that we are normally open, like a holiday, how do we make sure that our greeting reflects that?
There is a mode on the system that allows us to enter specific dates that you will be closed and you can control what the greeting says for those specific dates.
Is there a way to check our call logs, or recorded calls?
On every system we sell, you can check call logs and call history. Depending on the system or service you have, you can also check call records that include details like the quality of the phone call, if the call was inbound or outbound, what number was calling, the time of call/duration, and you can also listen to/download the recording of the call as well.
Am I able to take my phone and use it at my home office?
It depends on the phone you have but many of the phones and systems that we have support this request. Sometimes, it is a simple setting change in the phone that needs to be made. This allows the phone to be used at home or in the office.
Can my voicemails be transcribed and sent to my email?
It is possible to have this feature on our systems, however, transcription service is still something that has a lot of flaws – a lot of the time the transcription has many mistakes. But another feature that can be a good solution is that our systems can support sending you an email, alerting you that you have a new voicemail and have the voicemail attached to the email and you can play that voicemail from any device where you receive your emails.
While a caller is on hold, can we interrupt the hold music and have a message play?
Yes! That is possible! You can either record the message yourself and send it to us or you could send us the script and we will record it and upload it. The message would interrupt the hold music and play on selected time intervals. You can have multiple messages depending on how long the caller is on hold.
A device that converts an internet connection into analog connections for devices like fax machines.
A recorded greeting that allows callers to select from different options so they can reach the desired destination in the company.
A direct dial phone number that can be routed to individual users or groups of users.
The protocol/language for how devices can communicate with each other over the internet.
A system/server that controls and connects phones for internal business communications. It also has a connection to the internet which allows for additional features such as, telephones at remote locations, remote support and connectivity to other services like email.
Cloud IP PBX
The same as an IP PBX but it is located on the internet so no hardware besides phones need to be installed in your office.
Similar to an auto attendant with a recorded greeting that enables the caller to select options by speaking instead of just selecting a number.
Provides power over an ethernet connection which allows devices to have power without being near an electrical outlet.
Plain old telephone service – telephone service that is based on a physical connection. The copper lines on telephone poles are an example of POTS lines. Typically these are managed by service providers who maintain/manage the infrastructure for them. These lines can be connected to an on-site phone system to provide outside connectivity.
Method for communication of information between two or more devices. Basically it is the “language” through which phones, or other devices, share information. Often devices can recognize multiple protocols but all devices must be able to communicate with the same protocols for them to be compatible. For example, Internet Protocol (IP) gives a set of guidelines that Internet enabled devices use so their sharing of information can be routed and understood by other devices on the Internet.
Session Initiation Protocol – A protocol for signaling, or initiating, a communication session. It opens a session where two devices begin sharing information, such as video, audio or text. In the telephone world, it allows an exchange of information to be shared by using an internet connection between two phones that “understand” SIP. This allows information to be shared without having the physical connection of POTS lines.
A process that uses the Session Initiation Protocol to convert an internet connection to virtual telephone connections to the outside world. With the proper setup and equipment, SIP trunks can be accessed by standard phone equipment and used in a similar manner to POTS lines.
Software program that allows for telephone calls to be made via Internet connection from the equipment that it is installed on rather than from dedicated hardware. For example, a softphone installed on a PC allows for calls to be made directly from the PC. Another option is a softphone installed on your cell phone so you can receive work calls without giving out your cell phone number and make calls from your cell phone but using the office phone number.
Voice over Internet Protocol. A general term for a method and group of technologies that use Internet Protocols to exchange voice communication without requiring access to the physical copper connections of POTS lines.