Contact Us
If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.
Grayson Akerly
gakerly@spectrumvoip.com
5
Article
Last Month
StratusFAX 2.0 - Fax Through Email
Published January 11th, 2023 by Grayson Akerly
Scope: To utilize SpectrumVoIP's StratusFAX services, StratusFAX 2.0 must be activated on your account. Please reach out to a member of our Technical Support Team to enable this by calling (469) 429-2500 or emailing support@spectrumvoip.com. Send a Fax via Email Create a new email with the recipient formatted as <faxnumber>@stratusfax.clo
How to Check If Your Cell Phone is Locked or Unlocked
Published August 16th, 2023 by Grayson Akerly
Android Access Settings from the drop-down menu or through your App Drawer. Tap on Connections, Network & Internet, or other variations depending on brand and model. Select Mobile network, Cellular network, or other variation depending on brand and model. Tap on Advanced (if needed) and select Choose Network, Automatically select network, or ano
How Can I View My Support Tickets?
Published March 21st, 2023 by Grayson Akerly
sign in to sso.spectrumvoip.comThis will take you to the customer portal page. Click the Zendesk button under the Get Support section.This will log you in to our ticketing system under the same email address you used to log into the SSO. Click on your name in the top right hand corner, and then select My Activities. From here you will be able to
Supported MMS File Types
Published November 17th, 2023 by Grayson Akerly
The most widely supported attachment types are jpeg, png, and gif images. SpectrumVoIP's text messaging services will accept all file types on the list below, but deliverability is not guaranteed as downstream carriers and devices may have limitations on what types of files they can accept. * .pdf is not supported by iMessage. Extension File Type
StratusMobile Compatible Device List
Published August 24th, 2023 by Grayson Akerly
StratusMobile Extend Device List - US last updated 08-21-23 The following lists contain the set of mobile devices suitable for the StratusMobile VoLTE network in the USA. Tango Networks works with the following device manufacturers to ensure ongoing device support. These lists will highlight currently supported devices from each manufacturer, as wel
Stratus App - "Error - Unauthorized - User not allowed"
Published August 17th, 2023 by Grayson Akerly
The Issue When trying to access the Stratus App (Android or iOS), users get the error message “Unauthorized - User not allowed” when attempting to log in. NOTE: If your account has not had the Stratus App activated, please contact our technical support team. This is commonly needed for accounts that have had service with SpectrumVoIP since before
StratusHUB Desktop App Basic User Guide
Published January 11th, 2023 by Grayson Akerly
Access the App The StratusHUB App can be found at app.spectrumvoip.com on your web browser. Quick Tip: This browser can be Google Chrome or another Chromium-based web browser like Chromium, Microsoft Edge, Brave, or Opera. Download the App While the StratusHUB App is able to be used within the web browser, it works best when downloaded as an appl
StratusHUB Release Notes v3.2
Published November 17th, 2023 by Grayson Akerly
Release Date: 11/24/2023 Ticket Type Description SV-333 Feature Added ability to select Outbound Caller ID per phone call. (Disabled by default) SV-342 Bug Corrected issue with O365 SSO support. SV-355 Improvement Change app Name to StratusHUB. • App will appear in the operating system as StratusHUB. SV-356 Bug Corrected how StratusFAX disp
10DLC Special Use Cases
Published March 28th, 2023 by Grayson Akerly
What is a 10DLC Campaign? 10DLC (10 Digit Long Code) is an authorized standard for A2P (Application-to-Person) text messaging that allows users to send SMS messages using their 10-digit phone number. In comparison to existing long code messaging, 10DLC facilitates throughput levels suitable for SMS campaigns. During the creation of a SMS Campaign w
Update the Configuration of a Poly Edge E Series Phone
Published September 12th, 2023 by Grayson Akerly
Prompt a Poly Phone to Update All SpectrumVoIP Phones are programmed to check for updated information over night or upon a reboot. These updates can be things like, firmware updates, button layout changes, and more. The Poly Edge Series of phones can have its information updated with a few button presses on the device. This allows for any user to m
How can I reduce audio feedback when using speaker phone?
Published February 21st, 2023 by Grayson Akerly
Audio feedback or echo while on speakerphone can be caused by several factors, such as microphone sensitivity, speaker volume, room acoustics, and proximity to the microphone and speaker. Here are some tips to help reduce audio feedback while on speakerphone: Reduce the speaker volume: Lowering the speaker volume can help reduce the amount of sound
Troubleshoot A Yealink Sidecar That Is In A Boot Loop.
Published August 23rd, 2023 by Grayson Akerly
A Yealink desk phone sidecar stuck in a reboot loop can be frustrating, but there are several troubleshooting steps you can try to resolve the issue: Power Cycle the Sidecar: Disconnect the sidecar from the main phone. Unplug the power cable from the sidecar. Wait for one minute, then plug the power cable back in. Reconnect the sidecar to the main p
Yealink Hotdesking User Guide
Published May 14th, 2024 by Grayson Akerly
Hotdesking is a feature that allows for multiple office workers on different shifts to use a single physical workstation or surface as opposed to each staff member having their own personal desk. Yealinks are able to have this hotdesking ability. This will allow users on an account to log in and out phones and have their User Extension follow them f
Why is SIP ALG Bad?
Published February 13th, 2023 by Grayson Akerly
SIP ALG (Session Initiation Protocol Application Layer Gateway) is a feature that is commonly found in routers to improve the functionality of VoIP (Voice over Internet Protocol) traffic. However, SIP ALG can actually cause more problems than it solves. Here are some of the reasons why SIP ALG is considered bad: Compatibility issues: SIP ALG modifie
Schedule A Training Session
Published March 5th, 2024 by Grayson Akerly
SpectrumVoIP offers free unlimited* training to all of our customers. These training sessions are able to cover a wide variety of topic regarding your SpectrumVoIP Services. Training Link Use this link to schedule a training that works best for you. Training Link http://schedule.spectrumvoip.com/train Selected a Date and Time, enter in your infor
Common Reasons Why My Phone Isn't Working
Published February 13th, 2023 by Grayson Akerly
Here are some of the most common reasons why a VoIP (Voice over Internet Protocol) phone may not work: Internet connectivity issues: A stable and reliable internet connection is crucial for the proper functioning of a VoIP phone. Slow internet speeds, unstable connections, or connectivity issues can cause poor call quality, dropped calls, or inabili
Screen Backlight Turns On Even Though Phone Is Not Ringing
Published August 23rd, 2023 by Grayson Akerly
Issue Some phones such as the Yealink T43U have default timer for the screen's backlight. This timer will turn the backlight off after a pre-determined amount of time. The backlight of the screen will turn back on when the phone sees activity. Typically this is the user of the phone performing an action such as picking up the handset or pressing a
Requirements for SMS Campaign Vetting
Published June 19th, 2024 by Grayson Akerly
When you are registering an SMS campaign with SpectrumVoIP, the SMS campaign registry form will ask for a description of your SMS campaign, sample messages, and a link to your website. While your website is being vetted, the Privacy Policy shown on your website will be checked to ensure it includes important information that informs your customers h
Number Rewriting
Published May 9th, 2023 by Grayson Akerly
What is Number Rewriting? Number rewriting is a powerful tool allowing you to manipulate the numbers dialed from SpectrumVoIP Stratus Softphone App. The main purpose of the feature is to allow you to utilize your native contacts without having to add new entries. Since numbers dialed from your SIP account may need to be dialed differently than they
Screen Capture for Poly Phones
Published September 13th, 2023 by Grayson Akerly
Capture a Screenshot of a Poly Phone's Screen To enable screen capture of the phone main display or the EM and the Screen Capture option in the Main menu… Important: Configuring the following parameter(s) will prompt the phone to reboot. Add both of the following overrides to the device that needs Screen Capture enabled Enable the screen capture f
The Network Diagnostics Tool
Published June 27th, 2023 by Grayson Akerly
Access The Diagnostics Tool The StratusHUB Desktop App has a Network Diagnostics Tool that can be used to help determine the health of your network and how it will process VoIP calls. The Diagnostic Tool is located under the Help section of the StratusHUB Desktop App. The Diagnostics section provides instructions for the tool, along with the link
Music On Hold Sample Options
Published August 9th, 2023 by Grayson Akerly
Available Genres of Music to Use SpectrumVoIP's customers have our jazz music on hold music enabled by default. The genre of music that is played can be adjusted as needed for your whole business, individual users, and specific call queues. Note: To learn more about using the Music on Hold page, check out this article . For customers that would li
Fax Using the StratusHUB Desktop App
Published June 26th, 2023 by Grayson Akerly
Requirements: In order to fax using the StratusHUB Desktop App, your account needs to be configured for StratusFAX. Access the Fax Section of the App In the menu tray, find the Fax Icon. In the Fax Menu, you can view different pieces of information about your faxing activity and start a new fax. The Folder dropdown lets you switch between differe
Transfer Calls On The Poly Edge Series Phones
Published September 13th, 2023 by Grayson Akerly
Supervised Transfer A Supervised (or announced) Transfer is performed when you announce the call to the recipient prior to transferring the call. While on a call, press the Transfer softkey or Transfer button, Dial the phone number or select a contact from your directory, then press Send. Once the receiving party answers the call, press the Complete
What does the blinking red light mean on my Yealink phone?
Published February 21st, 2023 by Grayson Akerly
A blinking red light on a Yealink phone typically indicates that there is a missed call or a new voicemail message. The exact meaning of the blinking red light can vary slightly depending on the specific model of your Yealink phone, but in general, it means that there is an important message or notification that requires your attention. To check you
Troubleshooting SV-ES1 Error for Inbound Calls
Published February 19th, 2024 by Grayson Akerly
“We are unable to complete your call at this time. Please try your call again later. SV-ES1” If you are calling a SpectrumVoIP Customer and hear this message, then there is usually a simple a reason. This is a general SpectrumVoIP Routing Error Message that essentially means that the number being called is within SpectrumVoIP's services, however the
How To Unlock My Device For StratusMOBILE Use
Published August 29th, 2023 by Grayson Akerly
StratusMOBILE allows our customers to be able to use a cell phone as a truly mobile work phone. In order for their device to work correctly with our services, the device does need to be unlocked. When a cell phone device is "unlocked," it means that the device is no longer tied to a specific carrier or network, and it can be used with any carrier t
StratusFAX 2.0 - Portal Faxing
Published January 17th, 2023 by Grayson Akerly
Requirements: StratusFAX 2.0 is a service that can be set up for your account by our team. StratusFAX 2.0 Pricing Virtual: $10 per DID (phone number) for fax-to-email (FTE) and portal faxing. Adapter: $20 for each fax adapter per DID (phone number) • If a fax machine will be used, there is a one-time charge for the purchase of an ATA Adapter i
Understanding Consent and Opt-Ins/Opt-Outs for SMS Services
Published March 27th, 2023 by Grayson Akerly
What Is Proper Consent? Consent cannot be obtained through buying, selling, or exchanging it. For instance, purchasing a phone list from another party to obtain the consent of message recipients is not a valid approach. Except for a few exceptions noted later in this section, all of the listed consent requirements must be met. If you use SpectrumVoI
Poly Edge E Series Status Icons
Published September 12th, 2023 by Grayson Akerly
Guide to Icons on the Poly Edge E While you are using your Poly Edge E desk phone, you will see many types of icons that will indicate different statuses and information. Notification Icons As your phone experiences different events, your screen will show notification icons to notify you of what is happening. Icon Description Icon Description Phone
Can I Have A Specific Caller ID Number Appear Depending On What Number I Dial?
Published March 10th, 2023 by Grayson Akerly
Caller ID allows you to identify yourself and your business to those you are calling. Sometimes, a more personal touch can help make the interaction with your end-customer better. For example, using a local number when calling a specific region can create a sense of familiarity and trust with the person on the other end of the line. It shows that yo
Special Symbols On Yealink Phones
Published June 22nd, 2023 by Grayson Akerly
When you need to type in symbol such as “?” or “@” with phone, you can the input method to "ABC" or "2ab" by pressing soft key, then press star (*) key on bottom left of the pad to select the symbol as you want. Yealink Star Key Symbols 1 * 2 . 3 , 4 ' 5 ? 6 ! 7 \ 8 - 9 ( 10 ) 11 @ 12 / 13 : 14 _ 15 ; 16 + 17 & 18 % 19 = 20 < 21 > 22 ￡ 23
Add a VPN to a Yealink Phone
Published October 30th, 2024 by Grayson Akerly
Configuring your Yealink phone to use a VPN requires a few steps to ensure secure communication through your hosted network. This guide provides an overview of the process, along with the steps you, the customer, will handle. If your company has users located outside the US that are unable to obtain a static public IP from their ISP, then this will
Connect Office 365 Account to Stratus
Published September 8th, 2023 by Grayson Akerly
Establish the Connection Note: Office 365 Single Sign-On (SSO) must be enabled on your account by our technical support team. Please contact our technical support team to have this feature enabled. Once you have had the Office 365 Single Sign-On (SSO) feature enabled for your account, you can use this feature to easily log in. To log in using Of
SpectrumVoIP Desktop App v3.0 Release Notes
Published June 29th, 2023 by Grayson Akerly
Release Date: 07/08/2023 Case ID Type Description SV-140 Feature Add StratusFAX support into Desktop App. • Users can now sign up for StratusFAX and send, receive, and report on faxes. (Requires special setup for proper configuration.) SV-190 Feature Added Control Dashboard with full drag and drop support. • Supports Parking, Call Queue
SpectrumVoIP Glossary of Terms
Published January 11th, 2023 by Grayson Akerly
This is a auto-generated Article of all your definitions within the glossary. Glossary This is a auto-generated Article of all your definitions within the glossary. All A B C D E F H I J K L M N O P Q R S T U V W A2P Application To Person. A term used to describe informaiton that is primarily sent from an application or program directly to a person,
StratusFAX 2.0 - FAQ
Published January 18th, 2023 by Grayson Akerly
How Do I Send an Outbound Fax Using Fax-to-Email? Compose an email with an attached document that is saved as a PDF. Only PDFs are supported at this moment. Consider using the Subject line for noting the person that is being faxed and the date to help keep record of each eFax using your email. Recipients of your eFax will not see what is typed in t
10DLC Standard Campaign Types
Published March 28th, 2023 by Grayson Akerly
What is a 10DLC Campaign? 10DLC (10 Digit Long Code) is an authorized standard for A2P (Application-to-Person) text messaging that allows users to send SMS messages using their 10-digit phone number. In comparison to existing long code messaging, 10DLC facilitates throughput levels suitable for SMS campaigns. During the creation of a SMS Campaign w
StratusFAX 2.0 - Options
Published January 17th, 2023 by Grayson Akerly
There are 3 potential ways a Stratus user would be able to fax: Portal Faxing - Inbound and Outbound faxing that is done through the Stratus Web Portal Fax-to-Email - Format and send an email with your fax attached to a recipient. Fax Machine - Use a fax machine with an ATA adapter connected to send a fax to a recipient using Fax over Internet Proto
Bluetooth Pairing For Poly Edge E450
Published September 12th, 2023 by Grayson Akerly
Pair and connect compatible Bluetooth devices such as mobile phones, tablets, laptops, or headsets with your phone. If your system administrator enables Bluetooth on your phone, you can pair Bluetooth devices to your phone:When you pair and connect a Bluetooth headset to your phone, you can use the headset to place, answer, and managecalls. When you
Can we program a button or key stroke to change an answering rule if an office closes early, etc.?
Published February 10th, 2023 by Grayson Akerly
Yes! SpectrumVoIP has multiple ways of accomplishing this for our customers. Typically this is set up during our installation period, but it can be requested at any time by contacting our support team. 469-429-2500 or emailing support@spectrumvoip.com
StratusMOBILE Live Voicemail On iOS
Published October 16th, 2023 by Grayson Akerly
At SpectrumVoIP, we are committed to delivering the best possible mobile experience to our customers. To continue that trend, we must educate our StratusMOBILE customers regarding new mobile device features that may impact your end-user’s quality of service. With the release of iOS 17, Apple launched a new voicemail feature called Live Voicemail. T
Connect Google Account to Stratus
Published September 8th, 2023 by Grayson Akerly
Establish the Connection Note: Google Single Sign-On (SSO) must be enabled on your account by our technical support team. Please contact our technical support team to have this feature enabled. Once you have had the Google Single Sign-On (SSO) feature enabled for your account, you can use this feature to easily log in. To log in using Google SSO
StratusHUB Release Notes v3.4
Published October 25th, 2024 by Grayson Akerly
Release Date: 11/01/2024 Case ID Type Description SV-362 Improvement Rework Drag and Drop assistant transfer flow for an enhanced User experience SV-363 Bug Corrected issue where call history was only displaying the latest three days of recordings when enabled. SV-364 Bug Corrected Call History issue when StratusHUB was in "small" mode. • B
Poly Edge E450 Layout
Published September 11th, 2023 by Grayson Akerly
Phone Overview Display The Main Screen is the first screen that appears once the phone is powered on. This shows your phone lines and provides access to your Directory as well as options to include other customizable buttons. The second display is located to the lower right of the dial pad and acts as an expansion module to the first screen. This di
How Can I Add Users to My Stratus Account?
Published August 4th, 2023 by Grayson Akerly
The Process for Adding New Users The option to add new users in the web portal is only available to our team. Only our team can add users or seats since the services that are provided to users for them to use their desktop phones, mobile apps, or desktop apps incur a cost. As with other billable changes, our team can determine how adding a user will
Load More