Call Center Reporting Statistics

Published March 26th, 2024 by Val Campos

Call Queue Statistics Statistic Description Call Volume (VOL) Total number of calls originating through a Call Queue. Includes calls answered/retrieved by agents, abandoned calls, calls forwarded to a queue's forwarding destination for unanswered calls, and calls connected to an agent's voicemail.     •  Call Volume (VOL) = Calls Offered (CO) + Forw

Enswitch - Delete Call Recordings

Published June 6th, 2024 by Val Campos

By default, call recordings will expire and be deleted depending on the Default expiry time set in their Record Group's settings. If needed, a call recording can be manually deleted or have its expiry date updated to a date that does not match the record group's default expiry time. Manually Delete a Recording When a call recording is no longer need

Enswitch - Assign a Record Group to a Phone Number

Published June 7th, 2024 by Val Campos

A phone number can be assigned to a record group to ensure that calls going through or originating from the phone number are recorded and stored in its record group.  Quick Tip: If a call goes through multiple phone numbers that use different record groups, the call would be recorded and stored to all record groups that are designated to the phone n

Auto Attendants - Intro Greetings vs Menu Prompts

Published March 8th, 2023 by Val Campos

What is the Difference? In order for the Caller to know which options are available in an Auto Attendant, an audio file is usually played. These audio files come in the form of Menu Prompts and Intro Greetings. Intro Greeting The Intro Greeting will play the selected audio without any interruptions from callers pressing keys on the dial pad menu. Th

Android - The Layout of the SpectrumVoIP Stratus Mobile App

Published May 19th, 2023 by Val Campos

Overview The SpectrumVoIP Stratus mobile app can be installed on iOS mobile devices and used to handle phone calls and send messages using the Internet. This application supports the following call features: Inbound and outbound calls Call forwarding Call recording Voicemail Call transferring Messaging and more! Tab Bar Icons Touch the icons on the

Use the Spam Calls Tool in Stratus

Published October 20th, 2023 by Val Campos

WARNING: In order to use the SPAM CALLS section of the Allow / Block tool, this feature needs to be enabled by our team. To get this enabled, contact our technical support team.   Access the Spam Calls Tool To manage how SPAM calls should be treated for your whole business, the Allow / Block tool of the Inbound Routing User can be used.  To access t

Manage Your Contacts in Stratus

Published September 1st, 2023 by Val Campos

View Your Contacts To access and reference your contacts, visit the Contacts page. From here, you can reference your contacts as needed. You can also use Stratus' Contacts popup menu to view and contact your Contacts. Find a Specific Contact Using the Filter drop-down, you can select specific groups of contacts to view. You can also use the search b

Enswitch - Conference Bridges

Published June 25th, 2024 by Val Campos

In many businesses, conferences are an essential means of communicating with multiple remote employees at once. A conference bridge allows multiple people to call into the system and talk together. As an Enswitch admin, you can use the Enswitch web portal to create and configure a conference bridge.   Implement a Conference Bridge As an Enswitch adm

International Rate Deck

Published April 4th, 2023 by Val Campos

Date of Publishing: 04/04/2023 These international calling rates listed may change over time. To confirm if a rate is correct, contact our Billing department by calling (469) 429-2500 or emailing billing@spectrumvoip.com.   What is a Rate Deck for International Calls? International Rate Decks are used to keep record of the costs associated with call

Set Up Call Forwards on Your Poly Edge E Phone

Published October 5th, 2023 by Val Campos

Call Forwarding Your Poly Edge E phone will give you three options of forwards to configure to ensure your calls are being answered when your phone is not available to be answered in certain conditions. Setting a forward can be useful when you need your calls to be handled someone instead of having the caller leave a voicemail. These forwards includ

Enswitch Voicemail Menu Options

Published July 11th, 2024 by Val Campos

As you are working with your SpectrumVoIP devices, you can access your mailbox to manage your voicemail messages and perform other actions.  Quick Tip: To access your mailbox, you can press the Message button on your desk phone. The ES desktop app and ES mobile app can also be used to manage your mailbox and its messages.  You can also access your m

Check Your Voicemail in the Stratus Web Portal

Published March 22nd, 2023 by Val Campos

Manage your Voicemails in Stratus When there is not a phone or app available to use for checking your voicemail, the Stratus web portal can be used instead. Some users may find using the Stratus portal to be a convenient alternative to having to traditionally call in and listen to their mailbox's voice menu.  There are two places to check and manage

Manage Your Desktop App's Emergency Address

Published June 26th, 2023 by Val Campos

Access the Emergency Address Settings There are two ways that you can view your Emergency Address settings: Through your Profile settings. In your desktop app's Settings. Emergency Address Configuration If you use the desktop app at a different site or remotely from home, it is essential to update the address it uses for your Emergency Caller ID. Mu

Create a Time Frame in Stratus

Published October 23rd, 2023 by Val Campos

Scope: Only Office Managers will be able to create and adjust shared and owned time frames for the organization and all users. Site Managers will be able to adjust the owned Time Frames for their Site's users. Basic Users can only adjust their own Time Frames.   Shared Time Frames Shared time frames are time frames that can be used by any user to cr

iOS - Record Calls Using the SpectrumVoIP Stratus App

Published May 12th, 2023 by Val Campos

Record Calls on the App WARNING:  Some countries and states impose laws and regulations on recording calls. We recommend requesting consent from call participants before recording any call. It may also be a good idea to have a message set up for your organization that warns callers that their call may be recorded. Please consult with the regulatory

Enswitch - Feature Prefixes

Published March 21st, 2023 by Val Campos

What is a Feature Prefix? Feature P refix es are codes that are dialed alone or before a telephone line or phone number to modify the behavior of a call. These prefixes can have many different functions, or Purposes.   When a Feature Prefix is dialed, the phone system reads the prefix and then strips it off before routing the call according to the P

Enswitch - Call Statistics Reports

Published June 20th, 2024 by Val Campos

In a call center environment, it may be necessary to monitor and keep record of your business' call statistics. This can help ensure your business is meeting set standards and expectations.  Generate a Call Statistics Report As an Enswitch admin, you can use the Enswitch web portal to generate different call statistics reports. To generate a Call St

Enswitch - Give a Mailbox a Holiday Greeting

Published September 18th, 2023 by Val Campos

Set Up a Holiday Mailbox Greeting If a certain user's mailbox will be used for your holiday routing, you can replace that mailbox's greeting with a holiday message. Access the Mailbox Navigate to Features → Mailboxes.  Click the 7-digit extension number of the user whose mailbox will be used for voicemails during the holidays. Download a Backup of a

Place and Handle Calls on Your Fanvil Phone

Published April 17th, 2023 by Val Campos

Phone Layout While using your phone, you will notice different buttons that can be pressed to do certain things. A diagram displaying the layouts of (from left to right) Fanvil V64 and V65 IP phones. Number Component Function 1. Soft-menu Buttons These buttons allow different functions depending on the state of the phone (e.g., idle, active call, et

Enswitch - Forward Calls for the Holidays

Published September 15th, 2023 by Val Campos

Set Up Holiday Call Routing During the holidays, you can have calls route wherever you need them to do with easy. Holiday call forwarding can be set up ahead of time to give you some peace of mind.  To do this, you can create time groups that determine when the system should forward calls and time routes that tell the system where calls should be ro

iOS - Use Quick Dials in the SpectrumVoIP Stratus App

Published May 9th, 2023 by Val Campos

What Are Quick Dials? Quick dials act as a shortcut or speed dial for quickly contacting other people. A tap on a quick dial places the call instantly. These quick dials can also be used for other functions like transferring. View Your Quick Dials To view your Quick Dials, navigate to the Quickdials tab of the app. Add Quick Dials To create a quick

Enswitch - Queues vs. Hunt Groups

Published May 30th, 2023 by Val Campos

What is a Queue and a Hunt Group? Calls waiting in a Queue will ring destinations one at a time. If a destination is not able to answer a call, the call will move on to the destination with the next highest priority.  In a Hunt Group, all destinations within a level will ring together when a call is placed to the hunt group. Once a destination answe

Manage Multiple Calls on Your Fanvil Phone

Published August 23rd, 2023 by Val Campos

Handle Multiple Calls Your Fanvil phone can support multiple calls at once. When there is already a call established, you can still answer other incoming calls or make a second call on another line. Place Another Call To make a second call, you can either… Press a line key to make a new call on that specific line.  Press a BLF or Speed Dial side key

Create Time Frames for Yourself

Published October 23rd, 2023 by Val Campos

Add a Time Frame When you are setting up routing for yourself, you will notice that answering rules require a time frame to be created. A time frame determines when an answering rule should be active.  To create a time frame to use for routing and forwarding… Navigate to the Time Frames page. Click the Add Time Frame button. In the Add a Timeframe m

Troubleshoot Issues with the Desktop App

Published April 19th, 2023 by Val Campos

Common Issues and Solutions Issues Seeing Push Notifications for Calls If you are having issues seeing any notifications that there is an incoming call, ensure that the notifications for the app/website are being allowed.  If you see the Notifications blocked icon at the top: Then your Site Settings for notifications may need adjustment. To do so, c

Create a Recording Warning Message for a Call Queue

Published October 24th, 2023 by Val Campos

Scope: Office Managers and Call Center Supervisors have the ability to edit the messages played in the music on hold for any call queue. Site Managers can edit the music on hold for call queues of their Site.   WARNING:  Some countries and states impose laws and regulations on recording calls. We recommend requesting consent from call participants b

Use Templates to Update the Layout of Multiple Phones

Published August 24th, 2023 by Val Campos

Manage Templates When there are a large number of phones in your Inventory, it may not be practical to edit the phones' configurations one-by-one. To make editing multiple phones easier, Configuration Templates can be used.  Add or Copy and Edit a Template To view and edit a configuration template… Click the Phone Manager button. Quick Tip: Alternat

Implement an Overflow Call Queue

Published January 22nd, 2024 by Val Campos

Why Use an Overflow Queue? If you frequently have high call volume in your queues, it may be beneficial to set up an Overflow queue for callers that have been waiting too long in a queue. An Overflow queue is a separate call queue that is dedicated to handling excess calls from other call queues. Whenever a caller times out in a queue, the caller ca

Fanvil V64 and V65 Set Up Guide

Published April 18th, 2023 by Val Campos

Assemble the Phone The first step to setting up a Fanvil phone for the first time is to assemble it. To assemble a Fanvil phone, you will need to attach the handset and the phone's stand. Attach the Desktop Stand The stand piece can attach to the back of the Fanvil phone to allow the phone to stand up at an angle on a desk. Firmly push the stand of

Enswitch - Call Forwarding Options for Devices

Published June 18th, 2024 by Val Campos

Call Forwarding for a Telephone Line As an Enswitch admin, you can use the Telephone Lines page to view and adjust the settings of the telephone lines (also known as extension numbers) that are connected to you users' devices. In these settings, you can use the Forward to section to set how a telephone line will handle calls in different scenarios. 

Check Your Voicemail from a Cordless Handset

Published November 1st, 2023 by Val Campos

Access a Cordless Handset's Mailbox If you are using a Yealink cordless handset, you can check the handset's mailbox for voicemails at any time.  You can access the mailbox of a cordless handset by either… Pressing the Message key. Using the Voice Mail option of the Main Menu. Dialing a code that calls the mailbox. Use the Message Key On a Yealink c

Android - Transfer Calls Using the SpectrumVoIP ES App

Published August 30th, 2023 by Val Campos

Transfer a Call While you are handling a call, you may find it necessary to send your caller to a different destination.There are four different ways you can transfer calls to users: Blind Transferring Attended Transferring Transferring to Voicemail (for internal users) Perform a Blind Transfer An unattended transfer, also known as a cold or blind t

Transfer Calls Using Your Poly Edge E Phone

Published September 25th, 2023 by Val Campos

Transfer a Call While you are handling a call, you may find it necessary to send your caller to a different destination.There are four different ways you can transfer calls: Blind Transferring Semi-Attended Transferring Consultative Transferring Transferring to Voicemail (for internal users) Perform a Blind Transfer If you need to transfer call to s

iOS - Call Recording Settings in the SpectrumVoIP ES App

Published June 5th, 2023 by Val Campos

Your Call Recording Settings If you record calls often, it may be beneficial to configure your Stratus app's call recording settings.  To find these settings… Navigate to the Keypad tab. Tap the Settings icon. Touch Preferences. Select Call Recording. Now you can adjust how your app will handle recording your future calls. Record All Calls By defaul

Monitor and Spy on Calls as a Stratus Admin

Published October 24th, 2023 by Val Campos

Access the Audio Monitoring Pop-Up By utilizing the Join Call (Barge), Whisper, and Listen Only features, Call Center Supervisors and Managers are able to monitor and manage the calls of their agents. Scope: These audio monitoring features are only available to users with a scope of a Call Center Supervisor or higher. Basic Users are not able to mon

Factory Reset Your Grandstream HT812 ATA

Published November 30th, 2023 by Val Campos

Reset a HT812 to Factory Default Settings In some situations, it may be necessary to factory reset your Grandstream HT812. This may need to be done to troubleshoot issues with the device or clear out an incorrect configuration. WARNING: Restoring the Factory Default Settings will delete all configuration information on the phone.  If needed, please

Yealink Status Icons

Published April 11th, 2023 by Val Campos

While using your Yealink phones, you may notice different icons on your phone's screen that are used by your phone to indicate what it is doing.  View and Download This Guide Use the following module to explore what these different icons indicate for Yealink's different model of phones. T2 Series T23G and T23P Icon Description Icon Description Wired

Enswitch - Forward Calls Until Further Notice

Published September 15th, 2023 by Val Campos

Forward Calls Indefinitely One of the ways you can forward your calls is by setting up a temporary override on one of your phone numbers. Calls forwarding in this way will continue to do so until the temporary override is removed. To indefinitely forward calls to a different phone number using a temporary override… Navigate to Features → Numbers. Se

Share Your Chromebook's Screen with a Technician

Published March 11th, 2024 by Val Campos

When you are experiencing technical issues with your phones or any other SpectrumVoIP provided devices, it may be necessary for a support analyst to access a PC on the same network as the affected device. Doing so allows for the technician to remotely access that affected device and perform any needed network testing.  If you are using a Chromebook,

Change an Agent's Status in a Call Queue

Published September 29th, 2023 by Val Campos

Scope: Only Office Managers, Site Managers, and Call Center Supervisors will be able to view call queues and edit the agents within them.   Manage the Status of Call Queue Agents As an admin in the Stratus web portal, you can easily monitor your agents and update their status in a queue as needed. View an Agent's Status The color-coded status (perso

Android - Manage Contacts in the SpectrumVoIP ES App

Published August 2nd, 2023 by Val Campos

The Contacts Tab On the Contacts tab, you can view and contact other people with ease.  In your Address Book, use the Search icon (1) to find a specific contact. To contact a specific contact (2), tap the Call (3) or Video (4) icon next to their contact.  Add (5) a new contact to your Address Book. Create New Contacts Using the app, you can add in m

Enswitch - Access a User's Account as an Admin

Published July 3rd, 2024 by Val Campos

As an Enswitch admin, you have the ability to masquerade as the users on your Enswitch account. This can help with visualizing what the web portal looks like for a user for troubleshooting and monitoring purposes.  To view your users, navigate to Features → People. On the People page, you can click Switch next to a user to access the portal as that

Android - Handle Calls with the ES Mobile App

Published August 1st, 2023 by Val Campos

Make a Call Using this application, there are multiple ways calls can be placed. You can make a call by dialing an extension number or phone number, pressing Call for an entry in the Contacts or History pages, and using a Quick Dial.  Dial a Phone Number Touch the Keypad tab. Dial the extension or phone number. Quick Tip: To avoid any issues dialing

Speed Test - Network Troubleshooting

Published March 15th, 2023 by Val Campos

What is a Speed Test? To check the health and speed of a network, a speed test can be used. Most conventional speed test websites will offer a basic speed testing service where the download and upload speeds of a connection are evaluated.  It is recommended to use a speed test from a reputable, secure website that also checks for latency, packet los

Reset a User's Stratus Password

Published March 12th, 2024 by Val Campos

At some point, a user may need to have their password reset so that they can access the Stratus web portal. As a Stratus admin, you have the power to reset the passwords of users using Stratus. Reset a Single User's Password To clear out a user's password and have a recovery email sent out… Navigate to the Users page. Click the name of the user that

Enswitch - View Active Calls

Published June 20th, 2024 by Val Campos

In your web portal, you can view calls that are being dialed, rung, and handled by your users. This can be useful for viewing a caller's information and seeing who is handling specific calls. As an Enswitch admin, you can view active calls on the Active Calls page or the Control Panel . The Active Calls Page The Active Calls page can be used to view

Types of Call Center Reports

Published March 26th, 2024 by Val Campos

The Stratus Web Portal can generate custom reports that can be used to measure the productivity of your call center, call queues, and agents. These reports provide a graphical overview of call center statistics over a given period of time. The Queue Stats Report The Queue Stats report allows supervisors to view specific attributes on a queue-by-queu

Auto Attendant Dial Pad Menu Options

Published March 8th, 2023 by Val Campos

Dial Pad Menu Options  When setting up an Auto Attendant, users can configure certain options for the caller to follow when they use the Dial Pad Menu.  To add in these options, click on a number to set the programming for that option to designate where you want the caller to go when pressing that number on the dial pad of their phone. User This men

Forgot Username and Password

Published March 17th, 2023 by Val Campos

Requesting a Login Name To find out the login name to use for logging into Stratus… Click on the Forgot Login Name link. On the Forgot Login Name menu, type your email address in the Email box. If known, type in your extension number in the Extension field. Click Send. ✓ Clicking Send should send out an email with the login name:   Resetting a Passw

Forward Your Extension's Calls with StratusHUB

Published May 23rd, 2024 by Val Campos

The Time Frames Tab Time Frames are utilized by Answering Rules to lay out the times/dates that these rules are active for routing/forwarding purposes. The Time Frames section will show information for your own Time Frames. WARNING: The Time Frame section of the StratusHUB App will only show time frames that were created by you. Time frames in use b

Cancel Your SpectrumVoIP Services

Published August 12th, 2024 by Val Campos

At some point, it may be necessary to close your SpectrumVoIP account. As much as we would be sorry to see you go, we understand that switching providers may be necessary for your business.  The steps you would need to take to fully close your SpectrumVoIP account will differ depending on the status of your SpectrumVoIP account: Cash Account - Your

Enswitch - Your Feature Codes

Published August 7th, 2024 by Val Campos

Feature codes are dialable codes that can be assigned different functions to meet your needs. Once created, these codes can be dialed on a SpectrumVoIP device, such as a desk phone, the SpectrumVoIP ES mobile app, or the SpectrumVoIP ES desktop app. On the Feature Codes page, you can view the feature codes that you have been set as the Owner for.   

Enswitch - Manage Devices in a Page Group

Published June 28th, 2024 by Val Campos

As an Enswitch admin, you can use the web portal to manage the devices that are set as destinations for a page group. If there is a new phone that should be paged alongside other phones, you can add that device as a destination for that page group. If there is a phone that no longer needs to be paged, you can remove that device from a page group.  

Connect Your Grandstream HT812 ATA

Published November 30th, 2023 by Val Campos

Overview The Grandstream Handy Tones HT812 is a 2-port analog telephone adapter (ATA) that allows users to create a high-quality and manageable IP telephony solution for their residence and office. The HT812's ultra-compact size, voice quality, and auto provisioning options allow users to utilize VoIP on analog phones and fax machines. The HT812’s i

Android - Forward Calls in Your ES App

Published August 3rd, 2023 by Val Campos

Your Call Forwarding Settings If you need to briefly leave, you can forward any incoming calls to another destination.  ✔ This can be helpful for forwarding calls to another cellphone or an answering center when your mobile device is unavailable.   To view your app's call forwarding settings… Visit the Keypad tab.  Tap the Settings icon. Select Pref

Phone Number Destinations

Published January 29th, 2024 by Val Campos

Treatments for Phone Numbers While you are viewing and managing your phone numbers, you may notice different treatments, or destinations, that a phone number can use. These treatments include… Available Number - Leave the phone number unassigned. Fax-to-Email phone numbers may be set as an Available Number.  User - Route the call to a specific user.

Accessibility Options for Vision Impairments

Published October 4th, 2024 by Val Campos

Your Accessibility Options Innovators in VoIP have created different tools and features to make VoIP products more accessible and user-friendly for people with disabilities. This guide will explore the different options you can consider implementing to make using your SpectrumVoIP services more accessible for all users.  Use Our Softphone App on a M

Enswitch - The Telephone Lines Page

Published August 8th, 2024 by Val Campos

On the Telephone lines page, you can view the telephone lines that you are set as an Owner for. You can also adjust your telephone lines' settings. Quick Tip: You will notice that each device is registered to its own 7-digit extension number. This 7-digit extension number is referred to as a Telephone Line.   On this page, you can do the following:

Android - Log In and Log Out of the SpectrumVoIP ES App

Published August 4th, 2023 by Val Campos

Sign into the App To get started in the app, sign into the application with your Enswitch username and password. To do so… Open the SpectrumVoIP ES mobile app. ✔ You should see the login screen.   Sign in using one of the following methods: Use the Username and Password boxes to type in your Enswitch credentials. If you have been provided with a QR

Use Stratus' Call Popup Feature

Published February 24th, 2023 by Val Campos

Answering and Accepting Calls Instead of having to solely rely on a desk phone or app, PC users can also use their Stratus web portal to control and manage incoming/outgoing calls.  Inbound Calls When there is a call coming from another User or external number, a popup will appear informing the user that there is an "Incoming Call".  Stratus Users c

Reference the SpectrumVoIP Status Page

Published February 6th, 2024 by Val Campos

The SpectrumVoIP Status Page If you are concerned that your services with SpectrumVoIP may be experiencing issues, such as an outage or maintenance, you can visit our Status page . On this page, you can view a brief rundown of the uptime of our services and a history of incidents that have affected users. On this Status page, you have the ability to

Download and Access the StratusHUB Desktop App

Published June 27th, 2023 by Val Campos

Access the App The StratusHUB Desktop 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

My Phone Number is Being Used for Scam Calls

Published November 6th, 2023 by Val Campos

What is Spoofing? Spoofing is when a caller deliberately falsifies or alters the information shown on your caller ID display to disguise their identity. Spoofing can be used in a positive manner by people trying to hide their personal telephone numbers while making business calls; however, spoofing can also be used maliciously by scam callers to tri

Android - Send Messages with the SpectrumVoIP Stratus App

Published May 23rd, 2023 by Val Campos

View the Conversations in the Messages Tab On the Messages (1) tab, you can check and respond to your chat messages and SMS messages. The numbers in blue dots (2) indicates how many unread messages there are in a conversation. Tap a chat or SMS conversation to respond back with text, images, or audio messages.  Tap the Add New (3) button to start a

iOS - Set Controls in Your ES App

Published June 6th, 2023 by Val Campos

Set up Controls In the ES app, you have ability to adjust and set certain Controls. These Controls range from allowing a headset/headphones to control calls, showing a button for picking country codes, and deciding how GSM calls should be handled.  To explore these settings… Navigate to the Keypad tab. Tap the Settings icon. Touch Preferences. Selec

Enswitch - Set Up Feature Codes That Set Call Forwarding

Published September 15th, 2023 by Val Campos

Scope: Only Enswitch admin users will be able to create new feature codes.    Configure Call Forwarding Feature Codes It can be useful to have codes that can be dialed that activates and deactivates different forwards. This can make it easier for your to remotely forward your calls.  WARNING: In order to set up these feature codes, Time Groups that

Enswitch - Update Your Mailbox Greetings

Published August 15th, 2024 by Val Campos

In a mailbox that has been created and configured, a greeting should be added to ensure the mailbox gives callers a correct greeting.  To add a new greeting to a mailbox… Navigate to Features → Mailboxes. In the list of Mailboxes, click the mailbox number of the mailbox that needs a greeting. Scroll down to the Greetings and audio name section. Use

Enswitch - Create a Hunt Group

Published May 30th, 2023 by Val Campos

What is a Hunt Group When your business/organization experiences a large call volume, hunt groups can help by distributing out calls to agents or destinations. All destinations within a level will ring together when a call is placed to the hunt group. Callers waiting in a hunt group will hear music on hold or ringing until a destination is available

Android - Handle Calls Using the SpectrumVoIP Stratus App

Published May 19th, 2023 by Val Campos

Make a Call Using this application, there are multiple ways calls can be placed. You can make a call by dialing an extension number or phone number, pressing Call for an entry in the Contacts, Messages or History pages, and using a Quick Dial.  Dial a Phone Number Touch the Keypad tab. Dial the extension or phone number. Quick Tip: To avoid any issu

Add Messages to a Call Queue's Music on Hold

Published March 13th, 2023 by Val Campos

Create a Message for Callers Waiting in Queue You may find it useful to create messages for your callers to hear while they are waiting in your queues. These messages could be advertisements, warnings, comfort messages, and much more. To create a custom message to have played for callers waiting in a queue… In the portal, navigate to the Call Queues

Stratus Web Portal Admin User Guide

Published March 6th, 2024 by Val Campos

View and Download an Admin User Guide Take a Tour of the Portal   Access the Portal NOTE: If you are having trouble logging in, please contact our support team .   Visit www.stratus.spectrumvoip.com.  ✓ Visiting this link will pull up Stratus' Login page:   In the Login Name box, type your login name. In the Password box, type your password. Click L

Enswitch - Call History

Published June 20th, 2024 by Val Campos

Using your web portal, you can check your call history to grab a caller's information, keep record of your calling activity, and more.  The Call History page can search for and display calls from the last 30 days. If there are calls that are from more than 30 days ago, you can use the Call History Archive to pull spreadsheets of those call logs that

iOS - The Layout of the SpectrumVoIP ES Mobile App

Published June 7th, 2023 by Val Campos

Overview The SpectrumVoIP Stratus mobile app can be installed on iOS mobile devices and used to handle phone calls and send messages using the Internet. This application supports the following call features: Inbound and outbound calls Call forwarding Call recording Voicemail Call transferring and more! Tab Bar Icons Touch the icons on the tab bar to

Enswitch - Manage Your Mailboxes

Published August 7th, 2024 by Val Campos

When you receive a voicemail or fax, the message is saved into a mailbox. This makes it easy for you to view and manage your voicemails and faxes using the Enswitch web portal. If needed, you can be set as the Owner of multiple mailboxes.    Adjust the Settings of a Mailbox If you are set as the Owner of a mailbox, you can edit its settings; however

Enswitch - Bulk Change Phone Numbers

Published May 17th, 2024 by Val Campos

If you have more than one phone number that needs the same settings updated, you can use the Bulk Change feature to avoid having to edit the settings of your phone numbers one-by-one.  To make bulk changes to multiple phone numbers… On the Numbers page, click Bulk change >> under Other options. On the Bulk change numbers page, use the Numbers

Set Up Screen Pop for StratusLINK

Published April 13th, 2023 by Val Campos

Screen Pop Screen pop will allow you to enter a Call Popup URL followed by a variable that will be replaced with the inbound calling phone number. When an inbound call is received, this URL is sent to your preferred browser which will perform this search.   ✔ Screen Pop is useful when a CRM is being used to access customer data. These screen pops di

Add More Emergency Numbers and Addresses

Published July 25th, 2024 by Val Campos

As your business expands, it will become necessary to add or move around users and devices. These users and their devices will need Emergency Caller IDs and Emergency Addresses assigned to them. Doing so will ensure that if these users call 9-1-1, emergency services will be able to see who is calling and where they are located so that responders can

Android - Call History in the SpectrumVoIP ES App

Published August 2nd, 2023 by Val Campos

Manage Your Call History The History tab records all the call logs from most recent to earliest. The call logs display the contact's name or phone number, the call type, and the time of the call. On the History tab, you can check your call history entries (1) and view the details (2) about a specific call history entry using the Information icon. Ta

Phone Numbers for Placing Test Calls

Published March 30th, 2023 by Val Campos

Place a Test Call When experiencing issues calling or faxing a certain phone number, it is a good idea to place a test call/fax to another number to see if the issues persist. Whenever there is not an extra phone number to use on your account for test calling, using free test numbers is a great alternative.  InfoTel's Free Testing Number A reliable

Why Is My Phone Not Ringing?

Published September 15th, 2023 by Val Campos

I Can Place Calls but My Phone Does Not Ring If you are able to make calls, but you are not able to receive calls, then your phone could be either… The volume is turned down too low or muted. Not yet ringing since it is not yet having calls routed to it. Set as Unavailable due to your call queue status as an agent. Set as Unavailable because Do Not

Manage Your Phones

Published March 22nd, 2024 by Val Campos

The Phones Page On the Phones page, you can view your registered devices and their information. The information on this page that you may find useful include… Your phone's registration status. Your phone's model. The IP address of your phone. Your phone's unique MAC address. ✔ Checking this information can be helpful if you ever need to contact our

Connect a Windows PC to Your Office's L2TP/IPsec VPN

Published November 18th, 2024 by Val Campos

If your business is using network equipment that is managed by SpectrumVoIP, you can have our technical support team implement a VPN to ensure users are able to remotely access your company's programs and information securely from their authorized PCs. ✔ This can be especially useful for employees that work remotely overseas and need to use any Spec

Chat Using the Stratus Web Portal

Published April 12th, 2024 by Val Campos

Using the Stratus Web Portal, you can send chat messages to your coworkers with ease. This can make it easy to keep in contact with your team members . This can be especially useful if you use the web portal often while working in a call center. Start a Chat Conversation While using the Contacts popup, you can click the Message button next to a cont

Auto Attendant Time Out Destination

Published March 24th, 2023 by Val Campos

Scope: In order to update an auto attendant, a user scope of Site Manager or Office Manager is required. Basic users will not be able to access the Auto Attendant page.   Pre-Requisites: To follow this guide, an auto attendant must already be created.  To learn more about creating an auto attendant, check out this guide .   Update an Auto Attendant'

Enswitch - The Different Ways to Set Up a Holiday Message

Published September 15th, 2023 by Val Campos

Upload a Holiday Message to Sounds At any time, you can upload holiday messages to the Sounds page to allow users to easily select and use that audio file for features, such as their own mailboxes or IVR menus.  To upload a holiday message to the Sounds page… Navigate to Features → Sounds. In the Sound files page, click the New >> button. In t

Assign Emergency Caller IDs and Addresses

Published July 25th, 2024 by Val Campos

At some point, many businesses will have employees transfer offices and work remotely. Some businesses may expand and add more offices/buildings where groups of employees may work. With these kinds of changes, it is essential that users and their devices have up-to-date E911 information. This ensures that emergency services are able to see who is ca

Connect a Yealink Cordless Handset to its Base

Published March 20th, 2023 by Val Campos

Register a Handset to its Base Station In order for the cordless handset to be able to place and receive calls, the cordless handset will need to be registered to a Base Station.   To register the cordless handset to a base station on-site… Press the OK button on the handset, and then select Settings. In the Settings menu, select option 6. Registrat

Stratus - Enable Option 0 for Your Voice Mailbox

Published July 17th, 2024 by Val Campos

At some point, it may be important to give your callers the option to leave your voice mailbox to speak with someone. This can be done using an Operator Forward. An operator forward gives callers the chance to press 0 on their dial pad to have their call forwarded to a user's extension number.  An operator forward can be implemented in your Voicemai

Enswitch - Import a Spreadsheet of Speed Dials

Published June 13th, 2024 by Val Campos

Adding and editing speed dials one-by-one can be tedious. If you need to add or edit multiple speed dials at once, you can import foramatted .csv spreadsheet using the import feature.  Note: To ensure the spreadsheet is formatted properly, we recommend exporting a spreadsheet of your speed dials. The steps below will include steps for exporting.   T

Enswitch - Your People Page

Published August 7th, 2024 by Val Campos

If you use your Enswitch web portal to handle calls and check messages, then it may be necessary to reference the contact information of a coworker. The People page of the Enswitch web portal is where you can reference this information and also adjust your own account's settings.  To view the People page, navigate to Features → People.   View Your C

iOS - Use the Queue Panel in the ES Mobile App

Published June 6th, 2023 by Val Campos

View the Queue Panel One of the useful features that are offered by the ES app is the Queue Panel.  Using this tool, you can… View your 7-digit extension number (1) Check the call queues you are in (2). Look at your Current Status (3) in each queue. Adjust your Status (4) for each queue. View the number of Calls Holding (5). Change the Page Layout (

Android - Use Quick Dials in the SpectrumVoIP ES App

Published August 3rd, 2023 by Val Campos

What Are Quick Dials? Quick dials act as a shortcut or speed dial for quickly contacting other people. A tap on a quick dial places the call instantly. These quick dials can also be used for other functions like transferring. View Your Quick Dials To view your Quick Dials, navigate to the Quickdials tab of the app. Add Quick Dials To create a quick

Inheritance in the Music on Hold Page

Published April 24th, 2023 by Val Campos

Inheritance Music and messages are inherited separately. One can be inherited without the other and vice versa. The more granular the level; the higher the priority. Continue reading for important clauses and things to remember. Randomize and Time Between Messages Settings are inherited along with their corresponding table. The setting to "Randomize

Handle Calls Using the SpectrumVoIP ES Desktop App

Published August 8th, 2023 by Val Campos

The Dialpad Tab On the Dialpad tab, you will be able to use the dial pad to place a call, view and handle active calls, use a quick dial, and popout an active call into its own window. Make a Call Using this application, there are multiple ways calls can be placed. You can make a call by dialing an extension number or phone number, clicking Call for

Downloadable Holiday Message Examples

Published September 15th, 2023 by Val Campos

Example Text-to-Speech Holiday Greetings If you do not have the means to record a holiday greeting, you can use any of these example holiday messages instead.  Click the buttons below to download and listen to these example greetings that have been created using text-to-speech.  Do Not Mention Leaving a Message If you are routing calls during the ho

Create a Busy Auto Attendant

Published August 23rd, 2024 by Val Campos

Why Use a Busy Auto Attendant? A busy auto attendant is a commonly used auto attendant that plays callers a message. This message will usually inform callers that agents may be handling other calls. Some companies may include a comfort message that lets callers know that their call is important. ✔ When a call queue is experiencing a large call volum

Set Up Call Forwarding for Your Holidays

Published August 18th, 2023 by Val Campos

Scope: Office Managers and Site Managers will be able to adjust the Answering Rules and Time Frames for their organization and all users. Basic Users can adjust their own Answering Rules and Time Frames.   Set Up Holiday Call Routing Using Time Frames and Answering Rules, you can schedule and route holiday calls ahead of time with ease.  Create a Ho

Enswitch - Reports

Published June 18th, 2024 by Val Campos

Call Reporting In the Enswitch web portal, you can generate reports to help monitor your phone system and its activity. These reports can be reviewed through the Reports tab of the sidebar.  There are four types of reports that can be generated and referenced: Active calls - View calls that are actively ringing and being handled in your phone system

Create a Recording Warning Message for a Specific User

Published October 24th, 2023 by Val Campos

Scope: Office Managers have the ability to edit the messages played in the music on hold for any user. Site Managers can edit the music on hold for users of their Site.   WARNING:  Some countries and states impose laws and regulations on recording calls. We recommend requesting consent from call participants before recording any call. It may also be

Enswitch - Upload Holiday Greetings to the Sounds Page

Published September 18th, 2023 by Val Campos

Upload Holiday Sound Files At any time, you can upload holiday messages to the Sounds page to allow users to easily select and use that audio file for features, such as their own mailboxes or IVR menus.  To upload a holiday message to the Sounds page… Navigate to Features → Sounds. In the Sound files page, click the New >> button. In the Sound

Find the IP Address of a Fanvil Phone

Published November 27th, 2023 by Val Campos

What is an IPv4 Address? An IP (Internet Protocol) Address is a network identifier the phone is assigned when connecting to an internet network. Giving each network device an IP address ensures that each device can be found and any data that is sent over that network goes to the correct devices. If you notice there is not an IP address, then your ph

Use a Headset with Your Yealink Desk Phone

Published January 11th, 2023 by Val Campos

Note: Click here to view and download a PDF list from Yealink of compatible headsets for their IP phones. Please refer to the manufacturer of the headset or the manufacturer's website for information regarding set up and configuration. Most headset products will come with instructions on how to properly connect their device to a desk phone.    Wired

Register More Phone Numbers to an SMS Campaign

Published January 18th, 2024 by Val Campos

Note: T his article is part of a series explores the registration process for SMS campaigns. Other articles in this series include: Prepare to Register an SMS Brand and Campaign Register an SMS Campaign in Stratus Manage Your SMS Brand and Campaign   Allow Phone Numbers to Use SMS Once you have registered a Campaign for your brand, you can register

Use StratusHUB as a Call Center Agent

Published May 23rd, 2024 by Val Campos

The StratusHUB desktop app has many tools and features that you can use to manage your account and handle calls. As a Call Center Agent or a Call Center Supervisor, you may find that some of these features are even more convenient and essential to use in your work setting. This guide will explore specific features that Call Center Agents and Call Ce

Create a Conference Auto Attendant

Published October 26th, 2023 by Val Campos

Set Up a Conference Auto Attendant If you have multiple conference bridges configured, it may be difficult for your internal and external users to join conference calls. One way of allowing callers to join conferences hosted by conference bridges is to use a conference auto attendant. A conference auto attendant is a type of auto attendant that is c

Host a Conference Call on Your Fanvil Phone

Published August 22nd, 2023 by Val Campos

Conference Calling As you are handling calls, it may become necessary to facilitate a phone call with multiple calls speaking together.  On your Fanvil phone, you have the option to start a conference call and merge a caller into an existing call. Once you have a conference call going, you can manage the conference and its participants as needed. Co

Enswitch - Manage a Hunt Group

Published August 7th, 2024 by Val Campos

A Hunt Group can distribute calls to multiple agents set in a Level. Hunt Groups can be an amazing tool to help manage the call flow for your business/call center. One thing to remember is that hunt groups cannot be monitored with the Queue Panel; only queues are shown in the Queue Panel.   Adjust a Hunt Group's Settings As a basic Enswitch user, yo

Forward a Voicemail to a User Using Your Voicemailbox

Published February 21st, 2024 by Val Campos

While you are listening to your voicemail messages using the voicemailbox menu of your SpectrumVoIP device, you may find that you need to forward a voicemail message onwards to another user.  To do so… Access your voicemailbox. Quick Tip: You can access your voicemailbox by doing either of the following:   –  Use the voicemail feature of your desk p

Enswitch - Create and Configure a Mailbox

Published May 31st, 2023 by Val Campos

Create a New Mailbox When users receive a voicemail or fax, the message is saved into a mailbox. This makes it easy for users to view and manage their voicemails and faxes using the Enswitch web portal. A dialable Feature Code can also be created to allow for a mailbox to be easily dialed from a phone provided by SpectrumVoIP. ✔ Creating a new mailb

Enswitch - Check a Mailbox's Voicemails

Published June 5th, 2024 by Val Campos

As an admin, you can use your Enswitch web portal to check the voicemail messages stored in a mailbox. You can view every mailbox your account has and the number of voicemail messages that each mailbox is storing. To check the voicemails in a mailbox… Navigate to Messages → Voicemails. To manage a specific mailbox, click the extension number of the

Enswitch - Time Groups, Time Periods, and Time Routes

Published June 13th, 2024 by Val Campos

What is the Difference? As an Enswitch admin, you may have come across the terms Time Group, Time Period, and Time Route. Although these terms may sound interchangeable, these terms actually have different meanings in the Enswitch web platform.  Reference the table below to explore the key differences between these three functions and learn more abo

How Can I Add Users to My Enswitch Account?

Published October 13th, 2023 by Val Campos

The Process for Adding New Users The option to add new seats, or users, and their telephone lines is only available to our team. Only our team can add 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

Your Call History Page

Published March 5th, 2024 by Val Campos

View Your Call History Logs On the Call History page, you can view the calls you have recently received and placed.  The information shown in the chart includes the following: Column Name Description Type of Call  •  Inbound:  •  Outbound:  •  Missed: Number  •  Inbound calls: The phone number or extension number that placed a call to you.  •  Outbo

Host Conference Call on Your Poly Edge E Phone

Published September 25th, 2023 by Val Campos

Conference Calling Whenever you need to, you can host a conference call using the phone's conferencing features. Initiate a Conference You can start a conference call by either… Inviting participants. Merging multiple calls into a conference. Invite Participants Another easy way to start a conference call is by inviting one or more members to an act

Android - Set Up Your SpectrumVoIP Stratus App

Published May 19th, 2023 by Val Campos

Requirements: To be able to log in and use the app, a Stratus username and password are required.   It is recommended to install this app on mobile devices with Android version 11 or later installed.   Get Started on the App Install the App Navigate through your Android device's app store to locate and download the SpectrumVoIP Stratus app. The app

Enswitch - Create a Holiday Mailbox

Published September 18th, 2023 by Val Campos

Set Up a Holiday Mailbox If you would like to avoid sending calls during the holidays to a specific user's mailbox, you can create a holiday mailbox instead.  ✔ Having a separate mailbox for holiday voicemails can help you avoid having to remember to switch out a user's mailbox greetings for the holidays.    Create a New Mailbox To set up a separate

Yealink Conference Phone User Guide

Published April 19th, 2023 by Val Campos

The Layout of a Yealink CP965 # Component Description 1 Mute Key Toggles mute on and off. This key also shows the status of the phone and its calls using a LED. 2 Touch Screen Displays information about calls, time, date, and other relevant information.  3 Volume (-) Touch Key Lowers the volume of the speaker, ringer, and other media. 4 Volume (+) T

The Stats Grid

Published March 26th, 2024 by Val Campos

On the Call Center page of the Stratus Web Portal, a Stats Grid can be viewed for a quick summary of your call center's performance. This grid displays certain statistics. Some of these statistics shown may be color-coded as a way to show if this particular statistic is meeting any set thresholds.  The colors in the grid indicate the following:  Gre

Enswitch - Alerts

Published June 7th, 2024 by Val Campos

In the Enswitch web platform, alerts can be created to monitor certain conditions that may occur in your phone system. Setting up multiple alerts for different scenarios can help you monitor your call center's performance. To create an alert… Navigate to Features → Alerts. Click the New >> button. In the Alert settings section of the New alert

Use the Contacts Popup Feature

Published February 27th, 2023 by Val Campos

The Contacts Dock   Features Minimize and Popout Popup Using the Minimize option, you can collapse the Contacts popup so that it is only visible on the Toolbar. Users can also use the Popout option to put the popup in its own window, like so: Quick Tip: Using the Popout feature can help declutter your view of Stratus.   User Status and Name At the t

Pre Queue Options - Call Queues

Published March 8th, 2023 by Val Campos

Pre Queue Settings While adding a call queue, there will be a Pre Queue Options tab full of settings that configure the selected call queue. The Pre-Queue Options determine what happens for callers before they are placed in the queue.  Require Agents in Queue The Require agents option ensures that callers are not able to enter the queue unless an ag

Update the Configuration of a Polycom VVX Series Phone

Published October 10th, 2023 by Val Campos

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 Polycom VVX series of phones can have its information updated with a few button presses on the device. This allows for any user to

Linear Cascade Queues

Published March 10th, 2023 by Val Campos

Overview A Linear Hunt is a type of call queue where agents are rung in a pre-defined order. These priorities for the agents are set when agents are added to the queue after its creation. A Linear Cascade follows the same principle with the exception that callers are routed to groups of agents in a predefined order. When the initial group rings, the

iOS - Call History in the SpectrumVoIP Stratus App

Published May 12th, 2023 by Val Campos

Manage Your Call History The History (2) tab records all the call logs from most recent to earliest. The call logs display the contact name or phone number, the call type, and the time of the call. The number in the red dot on the History (6) tab represents the number of missed calls. Use the ALL, MISSED, or RECORDED filters (1) to show the desired

Android - Conference Calling with Your SpectrumVoIP ES App

Published August 30th, 2023 by Val Campos

Conference Calls Using your SpectrumVoIP ES app, you can add more people to an active call to form a conference call.  Establish a Conference Call Touch the Add call button to add more people to an active call in the form of a conference call. To form a conference call: On the call screen, tap the Add call button. Quick Tip: Tap BACK TO CALL to canc

Enswitch - Add a Speed Dial Button

Published June 13th, 2024 by Val Campos

When you add a speed dial using your Enswitch web portal as an admin, you will notice a setting called Button on telephones. This setting can be used to have a button for the created speed dial added to the desk phones of your users. This setting can be adjusted as needed at any time. To use this setting to add a button for a speed dial to the desk

Enswitch - Set a User's Feature Code to Route to a User's Call Queue

Published November 9th, 2023 by Val Campos

Scope: Enswitch Admins have the ability to add in new feature codes.  Basic Enswitch Users can edit a feature code if they are set as the Owner of a feature code by an Enswitch Admin.   Edit a User's Existing Feature Code Since only one device can be registered to a telephone line, we can use a call queue to ring multiple devices used by a user.  No

Set Your Yealink Desk Phone on DND

Published November 28th, 2023 by Val Campos

Use DND Mode When you need to step away from the phone, you can enable DND (Do Not Disturb) Mode.  While the phone is on DND, the phone will be set as Busy and calls that are received will automatically be sent to voicemail or the destination of a Busy Forward. To enable DND mode, simply press the DND softkey. ✔ When DND is enabled, the phone will d

Android - Record Calls Using the SpectrumVoIP ES App

Published August 3rd, 2023 by Val Campos

Record Calls on the App WARNING:  Some countries and states impose laws and regulations on recording calls. We recommend requesting consent from call participants before recording any call. It may also be a good idea to have a message set up for your organization that warns callers that their call may be recorded. Please consult with the regulatory

Enswitch - Adjust a Mailbox's Greeting

Published June 1st, 2023 by Val Campos

At some point, it may become necessary to add or replace a greeting for a mailbox. As an Enswitch admin, you have the power to add/replace the greetings used by the different mailboxes existing on your Enswitch account. To adjust the greeting used by a mailbox… Navigate to Features → Mailboxes. In the list of Mailboxes, click the mailbox number of t

Enswitch - Participate in a Conference Call

Published June 27th, 2024 by Val Campos

When you are in a conference call hosted through a conference bridge, callers that join as administrators or talkers have different things they can do by pressing the numbers on their device's dial pad. While Administrators and Talkers are in a conference, they can press star (*) to hear the options they have for interacting in the conference. Unlik

iOS - Monitor Your Stratus App's Usage

Published June 6th, 2023 by Val Campos

View Your App's Usage In some circumstances, it may be necessary to keep record of how many calls you have been handling using the app.  To check your Talk Times and Call Counts… Visit the Keypad tab. Tap the Settings icon. Select Preferences. Tap Usage. ✔ Now you can view your Talk Times and Call Counts from using the app.  You can also tap Reset t

Stratus - The Operator Forward Option for a Mailbox

Published July 17th, 2024 by Val Campos

For some users, it may be important to give their callers the option to leave a mailbox to speak with someone. This can be done using an Operator Forward. An operator forward gives callers the chance to press 0 on their dial pad to have their call forwarded to a user's extension number.  An operator forward can be implemented in the Voicemail settin

iOS - Record Calls Using the SpectrumVoIP ES App

Published June 5th, 2023 by Val Campos

Record Calls on the App WARNING:  Some countries and states impose laws and regulations on recording calls. We recommend requesting consent from call participants before recording any call. It may also be a good idea to have a message set up for your organization that warns callers that their call may be recorded. Please consult with the regulatory

Creating a Call Queue - Quick Start Guide

Published March 14th, 2023 by Val Campos

What is a Call Queue? A Call Queue , also known as a hunt group, is a function that dispatches calls to multiple agents. These call queues can ring agents simultaneously or in a specific order. There are different types of call queues that can be used to ensure agents are receiving and handling calls as intended.  Once a call queue reaches its Queue

Access Call Recordings in Stratus

Published April 13th, 2023 by Val Campos

Overview If call recordings are enabled, SpectrumVoIP will host the recordings in the web portal for 30 days. After that time has passed, the call recording will no longer be available to listen to or download. This time can be extended at an additional cost; please contact our Billing department for more information on pricing.  Quick Tip: Another

Configure Your ES Desktop App's Recording Settings

Published August 9th, 2023 by Val Campos

Manage How the App Handles Call Recordings If you rely on call recordings in your organization, you can fine-tune how your desktop app handles call recordings.  To access your app's Recording Settings… Click the Settings icon. Navigate to the Recordings tab of the Settings window. Record All of Your Calls By default, the ES desktop app will not auto

iOS - Handle Calls with the SpectrumVoIP ES App

Published June 2nd, 2023 by Val Campos

Make a Call Using this application, there are multiple ways calls can be placed. You can make a call by dialing an extension number or phone number, pressing Call for an entry in the Contacts or History pages, and using a Quick Dial.  Dial a Phone Number Touch the Keypad tab. Dial the extension or phone number. Quick Tip: To avoid any issues dialing

Pick Up Calls for Another User - Stratus

Published October 27th, 2023 by Val Campos

Pick Up Calls for Other Users In some situations, it may be important for you to pick up a call going to someone else. Calls can be picked up in two ways: Dialing a feature code. Using the Call Center page of the Stratus web portal. Dial a Code to Pick Up a Call Feature codes can be dialed your SpectrumVoIP devices to perform certain actions. One of

Record Calls as a Stratus User

Published October 24th, 2023 by Val Campos

Enable Call Recording in the Portal as an Admin Using the Stratus web portal and our products, you and your users can record calls. To be able to record calls, call recordings have to be enabled.  Call recording can be enabled for your whole business, a specific user, or a call queue through the Stratus web portal.  WARNING:  Some countries and stat

The StratusHUB Dashboard

Published June 27th, 2023 by Val Campos

To view and use the Dashboard tool of the desktop app, click the Dashboard icon next to the app's status icons. When you open the Dashboard, you will be able to use the left side to handle Active Calls and manage Parks. The panel on the right can be used to view your Contacts and monitor activity in your Call Queues and Auto Attendants.   Active Cal

How Do VoIP Phones Work?

Published March 15th, 2023 by Val Campos

What is VoIP? VoIP stands for Voice Over Internet Protocol. VoIP allows phone calls to be made over the internet without the use of analog lines. Instead of sending the data through copper telephone wires, VoIP services convert the sound from the phone into packets of data that are sent to another destination over the Internet. As long as the local

Android - Manage Your Voicemail with the SpectrumVoIP Stratus App

Published May 24th, 2023 by Val Campos

Check Your Voicemails in the App When there is a new voicemail ready to be viewed and handled, a number will be displayed next to the Voicemail button on your Keypad tab. Use the Voice Mail Section of the App On the More tab, you can view your Voice Mail and configure your voicemail's settings in the User Settings. In the Voice Mail section of the M

Stratus - Create and Manage Call Queues

Published January 11th, 2023 by Val Campos

What are Call Queues? A Call Queue , also known as a hunt group, is a function that dispatches calls to multiple agents. These call queues can ring agents simultaneously or in a specific order. There are different types of call queues that can be used to ensure agents are receiving and handling calls as intended.  Once a call queue reaches its Queue

iOS - Call Recording Settings in the SpectrumVoIP Stratus App

Published May 25th, 2023 by Val Campos

Your Call Recording Settings If you record calls often, it may be beneficial to configure your Stratus app's call recording settings.  To find these settings… Navigate to the Keypad tab. Tap the Settings icon. Touch Preferences. Select Call Recording. Now you can adjust how your app will handle recording your future calls. Record All Calls By defaul

iOS - Conference Calling with Your SpectrumVoIP Stratus App

Published August 30th, 2023 by Val Campos

Conference Calls Using your SpectrumVoIP Stratus app, you can add more people to an active call to form a conference call.  Establish a Conference Call Touch the Add call button to add more people to an active call in the form of a conference call. To form a conference call: On the call screen, tap the Add call button. Quick Tip: Tap Back To Call  t

Enswitch - Your Login Credentials

Published August 7th, 2024 by Val Campos

Forgot Username or Password When you try to log into your Enswitch web portal, the Log In page will ask for your Username and Password. If you have forgotten your login credentials for your portal, you can use the Log In page to reset your password by entering the username or email address associated with your account. To reset your Enswitch account

Add Remote Agents to a Call Queue

Published September 14th, 2023 by Val Campos

In some call center environments, it can be imperative to have the cellphones of remote agents ringing in a call queue.  To set a remote agent's cellphone number to ring in a call queue… Navigate to the Call Queues page. Click the Edit Agents icon next to the queue that needs a remote agent added. In the Edit Agents menu, click the Add Agent button.

Adjusting the Audio Settings of a Yealink Cordless Phone

Published January 11th, 2023 by Val Campos

Configuring a Handset's Audio Settings Adjusting Ringer Volume The ringer volume can be adjusted using the menu or the predefined shortcuts (left and right navigation keys) on the keypad when the handset is idle.  The handset supports 5 different ringer volume levels. The default level is 3.   Using the Navigational Keys To adjust ringer volume usin

iOS - Forward Calls in Your ES App

Published June 5th, 2023 by Val Campos

Your Call Forwarding Settings If you need to briefly leave, you can forward any incoming calls to another destination.  ✔ This can be helpful for forwarding calls to another cellphone or an answering center when your mobile device is unavailable.   To view your app's call forwarding settings… Visit the Keypad tab. Tap the Settings icon. Touch Prefer

Enswitch - Route a User's Calls to a Phone Number

Published November 9th, 2023 by Val Campos

Forward a User's Calls to a Phone Number When a user needs their calls routed to a telephone number, this can easily be done depending on how exactly those calls route to the user and how they should be forwarded.  Two ways that callers can be routed to a user is: Using a Direct Inward Dialing ( DID ) number that directly dials the user. Using a Fea

Transfer Calls Using Your Yealink CP965 Phone

Published September 11th, 2023 by Val Campos

Transfer a Call While you are handling a call, you may find it necessary to send your caller to a different destination.There are four different ways you can transfer calls to users: Blind Transferring Semi-Attended Transferring Attended Transferring Transferring to Voicemail (for internal users) Perform a Blind Transfer If you need to transfer call

The Dial-by-Name Directory's Recorded Name

Published March 30th, 2023 by Val Campos

What is the “Recorded Name”? In Stratus, a Recorded Name is an audio file that is treated as a type of greeting by the phone system for dial-by-name directories.  When a caller dials the three numbers associated with the agent they are looking for, the dial-by-name directory will match the code to the user's set First and Last Name before playing th

Swap Phone Numbers

Published January 26th, 2024 by Val Campos

Re-Assign a Phone Number to Another User At some point of time, you may find that the phone number of a user needs to be re-assigned to a different user. If order to do this, the phone number will need to have its destination updated, and the users may need their caller ID settings updated. Modify the Phone Number's Destination To give a user a cert

Use DND Mode on Your Fanvil Phone

Published August 22nd, 2023 by Val Campos

Toggle DND Mode When you need to temporarily step away from the phone, you can briefly stop receiving calls by turning on DND (Do Not Disturb) mode.  To turn on Do Not Disturb, press the DND soft-menu button.  To turn off DND mode, press the DND soft-menu button again. Alternatively, you can navigate to Menu → Features → DND and use the 4. State opt

The Service Level Agreement Threshold

Published March 26th, 2024 by Val Campos

In some Call Centers, it may be necessary to establish a Service Level Agreement (SLA) that determines how quickly calls should be answered by agents to meet set expectations and standards.  In reports that are viewed in the Call Center page of the Stratus Web Portal, the percentage of how many calls are meeting the Service Level Agreement can be re

Adjust Your Music on Hold

Published April 24th, 2023 by Val Campos

The Music on Hold Page An example User MoH page As a Basic User or Call Center Agent, you can access your own Music on Hold (MoH) page. This page allows you to customize your own music and messages that callers will hear while waiting on hold for you.  Add Music on Hold Files If you have produced songs or have the right to use certain songs, you can

Enswitch - Page Group Feature Code

Published June 28th, 2024 by Val Campos

If you have an existing page group, you can create a feature code that dials the page group. This will allow your users to dial to page the phones in a page group. Once a page group's feature code is dialed, a page will be started to the devices in the page group.  To create a feature code that dials a page group… Navigate to Features → Feature code

Enswitch - Copy and Move Call Recordings

Published June 7th, 2024 by Val Campos

If you have multiple record groups, you can copy or move a recording within one record group to another record group.  ✔ This can be helpful if you have several record groups created for different purposes while your telephone lines are set up to send recorded calls to one specific record group.   To copy or move a recording to another record group…

iOS - Use Quick Dials in the SpectrumVoIP ES App

Published June 2nd, 2023 by Val Campos

What Are Quick Dials? Quick dials act as a shortcut or speed dial for quickly contacting other people. A tap on a quick dial places the call instantly. These quick dials can also be used for other functions like transferring. View Your Quick Dials To view your Quick Dials, navigate to the Quickdials tab of the app. Add Quick Dials To create a quick

Host a Conference Call Using a Yealink CP965 Phone

Published September 11th, 2023 by Val Campos

Conference Calling Whenever you need to, you can host a conference call using the phone's conferencing features. Initiate a Conference A Yealink CP965 can support up to 10 participants (including yourself) in a conference call. You can start a conference call by either… Dialing multiple numbers. Inviting participants. Merging multiple calls into a c

iOS - Transfer Calls Using the SpectrumVoIP ES App

Published August 30th, 2023 by Val Campos

Transfer a Call While you are handling a call, you may find it necessary to send your caller to a different destination.There are four different ways you can transfer calls to users: Blind Transferring Attended Transferring Transferring to Voicemail (for internal users) Perform a Blind Transfer An unattended transfer, also known as a cold or blind t

How Can I Report a Device's Technical Issues?

Published September 26th, 2023 by Val Campos

Report Technical Issues to Our Team If you are experiencing issues with a phone or any other device provided by SpectrumVoIP, it is recommended to place a call to our technical support team by dialing HELP (4357) on a SpectrumVoIP device or calling (469) 429-2500 .  On this live technical support call, the analyst assisting you will require the foll

iOS - Log in and Log Out of the SpectrumVoIP Stratus App

Published August 4th, 2023 by Val Campos

Sign into the App To get started in the app, sign into the application with your Stratus username and password. To do so… Open the SpectrumVoIP Stratus mobile app. ✔ You should see the login screen.   Sign in using one of the following methods: Use the Username and Password boxes to type in your Stratus credentials. If you have been provided with a

Add New Music or Messages

Published April 24th, 2023 by Val Campos

Using the Music on Hold page of the web portal, you can add in music and messages to be played while callers are waiting on hold.  An example User MoH page Add Music on Hold Files To add in new music… Click the Add Music button. ✔ Doing so will pull up the Add Music modal.   In the Song Name box, type in a name to identify the song with. Take a mome

Find the IP Address of a Poly Edge E Phone

Published November 27th, 2023 by Val Campos

What is an IPv4 Address? An IP (Internet Protocol) Address is a network identifier the phone is assigned when connecting to an internet network. Giving each network device an IP address ensures that each device can be found and any data that is sent over that network goes to the correct devices. If you notice there is not an IP address, then your ph

Enswitch - Conference Bridge IVR Menu

Published June 27th, 2024 by Val Campos

Some businesses create a special IVR Menu that is used solely to route callers to different conferences that have been created in the web portal. This kind of IVR menu is commonly referred to as a Conference Bridge IVR Menu.  To create a Conference Bridge IVR Menu… Navigate to Features → IVR menus. On the IVR menus page, click the New >> butto

Enswitch - Upload Audio Files to the Sounds Page

Published September 20th, 2023 by Val Campos

At any time, you can upload greetings and messages to the Sounds page to allow users to easily select and use that audio file for features, such as their own mailboxes or IVR menus.  To upload an audio file to the Sounds page… Navigate to Features → Sounds. In the Sound files page, click the New >> button. In the Sound settings section of the

Reset Your Voicemail PIN - Stratus

Published February 6th, 2024 by Val Campos

Update Your Voicemail PIN At some point, it may become necessary for you to update your voicemail PIN.  May this be to keep your mailbox secure or because you may have forgotten your voicemail PIN, this can easily be done using the following three options: If you know your current voicemail PIN, you can call and use the mailbox itself. Use the Strat

iOS - Set Up Your SpectrumVoIP Stratus App

Published May 12th, 2023 by Val Campos

Requirements: To be able to log in and use the app, a Stratus username and password are required.   It is recommended to install this app on mobile devices with iOS version 14 or later installed.   Get Started on the App Install the App Search the App Store for SpectrumVoIP Stratus and install the app as you would with other iOS apps. Sign into the

Manage Your Recent Calls in the ES Desktop App

Published August 8th, 2023 by Val Campos

The Recents Tab The Recents tab of the ES Desktop App will keep a list of the recent conversations you have had with different individuals. View Your Recent Calls with Somebody When you click the name of a person in the Recents tab, you can view a list of all of the calls you have had with that specific person. You can view the type of call you had

Reassign Your Yealink Cordless Handset's Shortcuts

Published November 6th, 2023 by Val Campos

Default Shortcuts By default, your cordless handset will have certain features assigned to its buttons as shortcuts. # Shortcut Default Feature Function 1 Left Soft Key History View your cordless handsets call logs. 2 Right Soft Key Line Status Check the status of handsets connected to the same base station as this cordless handset. 3 Up Navigation

Poly Edge E Phone User Guide

Published September 25th, 2023 by Val Campos

Place a Call Whenever you are ready to, you can place outbound calls to your contacts. There are several ways that a call can be initiated. Use the Dialer The Dialer allows you to dial a phone number or extension number to call. It also displays a list of previously placed calls or contacts in your directory. To use this screen to place a call… Pres

Assistive Listening Devices

Published March 19th, 2024 by Val Campos

Your Accessibility Options The Federal Communication Commission (FCC) has outlined specifications that regulate the performance of assistive listening devices as part of the Hearing Aid Compatibility (HAC) Act.  These HAC regulations should ensure that devices are compliant so that services are accessible for all individuals. Unfortunately, not all

iOS - Set DND Rules in Your Stratus App

Published May 24th, 2023 by Val Campos

What is a DND Rule? Whenever you have days and times that you are usually away from the phone, DND (Do Not Disturb) mode can be scheduled to be enabled or disabled ahead of time. ✔ This can be helpful for scheduling your app to be on DND for things like lunch breaks.    View Your DND Rules To look at your DND rules that have been set… Navigate to th

Fax with StratusLINK

Published April 13th, 2023 by Val Campos

Requirements: Using StratusFAX through the StratusLINK extension requires you to have StratusFAX enabled on your account.  If you would like to explore adding this service, please contact our technical support team by calling (469) 429-2500 or emailing support@spectrumvoip.com.   StratusLINK Faxing To send a fax via the StratusLINK extension. you wi

Create a Spreadsheet of Your Feature Codes for Reference

Published September 7th, 2023 by Val Campos

Export Feature Codes At some point you may want a list of the feature codes you have available to dial in your account.  To export your features codes as a spreadsheet… Click Features Select Feature codes . Click Export as .csv . ✔ The system will download a .csv file to your PC that is readable by spreadsheet applications. From here you can print t

Set All Devices for a User to Ring

Published November 7th, 2023 by Val Campos

Simultaneously Ring All of a User's Devices By default, users will usually have their Answering Rules set to just ring their main device, which is usually a desk phone. As an Admin Stratus user, you can adjust the answering rules of any user to ensure their devices are ringing simultaneously instead. To do so… Navigate to the Users page. Use the sea

Making Sense of Call Routing: A Visual Routing Admin Guide

Published January 11th, 2023 by Val Campos

Check a Phone Number's Routing The best place to start learning call routing in Stratus is the Inventory page. On this page, you can view the list of phone numbers available to your business, the way those numbers are treated, and their next immediate routing Destination. Commonly Used Routing Methods There are many different ways that a business ca

iOS - Adjust Your Voicemail Settings in the App

Published May 25th, 2023 by Val Campos

Configure Your Voicemail To adjust the settings of your voice mailbox, you can do so by navigating to the User Settings section of the More tab. Adjust Your Inbox's Settings To enable or disable your voicemails for yourself, tap the Enable Voicemails checkbox.  In the Inbox section, tap on the Options checkboxes as needed to adjust how the mailbox w

Enswitch - Replace an IVR Menu's Greeting

Published September 20th, 2023 by Val Campos

Use a New IVR Menu Greeting When you are using an IVR menu to route calls, its greeting can be switched out with another greeting at any time.  ✔ You can have multiple IVR greetings stored on your PC or the Sounds page that can be used for different events.   You can use a different greeting for an IVR menu by either… Selecting a Sound as a greeting

The Answering Rules Page in Stratus

Published October 24th, 2023 by Val Campos

  What are Answering Rules? As a basic Stratus user, you can create Answering Rules that are used to determine when and where a call should be routed/forwarded.  Quick Tip: When no answering rules are in effect, calls will ring your extension by default. This means that answering rules do not technically need to be set up in order for your phone to

How Can I Order a Phone Number?

Published August 4th, 2023 by Val Campos

The Process for Ordering Phone Numbers At some point in the future, it may become necessary to buy more phone numbers to have at your disposal. May it be for assigning a DID (Direct Inward Dialing) number to one of your associates, setting up a phone number for a new site or department, or even creating a faxing number to use for your new fax servic

Enswitch - Set Up a Feature Code for Dialing a Mailbox

Published June 1st, 2023 by Val Campos

Scope: Only Enswitch admin users will be able to create new feature codes.    In some situations, it may be necessary to dial into a mailbox to check users' voicemails. To allow users to do this, a feature code that routes calls to the mailbox can be created.  To do this… Navigate to Features → Feature codes. Click the New >> button. On the Ne

Android - Use the Queue Panel in the ES App

Published August 3rd, 2023 by Val Campos

View the Queue Panel One of the useful features that are offered by the ES app is the Queue Panel.  Using this tool, you can… View your 7-digit extension number (1) Check the call queues you are in (2). Look at your Current Status (3) in the queue. Adjust your Status (4) in the queue. View the number of Calls Holding (5). Change the Page Layout (6)

SMS Campaign Registry FAQ

Published July 31st, 2024 by Val Campos

What is an SMS Brand and Campaign? To be able to use SMS messaging to contact customers, an SMS Brand will need to be created for your company/organization. To register an SMS Brand, you will need to provide your company's information, a link to your website that has a Privacy Policy web page, and the type of business that your company identifies as

Voicemail Reminders - Persistent Phone Call Notifications

Published June 2nd, 2023 by Val Campos

Persistent Phone Call Notifications is not enabled by default. If this is a feature you would like on your domain, please reach out to our technical support team to assist in enabling this feature.  Once the initial set up by technical support has been completed, you can use the steps below to enable, disable, and adjust the phone call notifications

Enswitch - Page Groups

Published June 28th, 2024 by Val Campos

If you are using desk phones through our Enswitch phone system, you may have noticed that there is a Page button that can be pressed to page all phones that are on the same network. This is done through multicasting. If different groups of phones should be paged by themselves, then more multicast paging channels can be programmed onto those phones.

Install and Access the SpectrumVoIP ES Desktop App

Published August 9th, 2023 by Val Campos

Install the SpectrumVoIP ES Desktop App As an ES user, you can download the SpectrumVoIP ES app to your PC to handle calls. To do so, click the download button for your computer Download the SpectrumVoIP ES App for WINDOWS Download the SpectrumVoIP ES App for Mac Once this application is downloaded, you can log into it as your extension, configure t

Adjust a Call Center Supervisor's Permissions

Published November 29th, 2023 by Val Campos

Scope: Office Managers are able to adjust the Call Center permissions of all Call Center Supervisors. Site Managers are only able to adjust the permissions of Call Center Supervisors belonging to their Site.   Use the Call Center Tab of a User's Settings As an admin in Stratus, you have the ability to view and limit the permissions of your Call Cent

Android - Transfer Calls Using the SpectrumVoIP Stratus App

Published August 30th, 2023 by Val Campos

Transfer a Call While you are handling a call, you may find it necessary to send your caller to a different destination.There are four different ways you can transfer calls to users: Blind Transferring Attended Transferring Transferring to Voicemail (for internal users) Perform a Blind Transfer An unattended transfer, also known as a cold or blind t

Android - Monitor Your ES App's Usage

Published August 3rd, 2023 by Val Campos

View Your App's Usage In some circumstances, it may be necessary to keep record of how many calls you have been handling using the app.  To check your Talk Times and Call Counts… Visit the Keypad tab. Tap the Settings icon. Select Usage. ✔ Now you can view your Talk Times and Call Counts from using the app.  You can tap Reset to clear out these stat

Android - Record Calls Using the SpectrumVoIP Stratus App

Published May 22nd, 2023 by Val Campos

Record Calls on the App WARNING:  Some countries and states impose laws and regulations on recording calls. We recommend requesting consent from call participants before recording any call. It may also be a good idea to have a message set up for your organization that warns callers that their call may be recorded. Please consult with the regulatory

Add More Dates to a Time Frame

Published September 18th, 2024 by Val Campos

Once you have created routing for events, such as holidays or meetings, it may be necessary to schedule more dates. These additional dates can be added to a time frame at any time. To add date ranges to an existing time frame… Navigate to the Time Frames page. Click the name of your business or the name of a user where the time frame is stored. Clic

Enswitch - Your Conferences Page

Published August 7th, 2024 by Val Campos

In many businesses, conferences are an essential means of communicating with multiple remote employees and customers at once. A conference bridge allows multiple people to call into the system and talk together.  If you are set as the owner of a conference bridge, you can view and edit it using the Conferences page of your web portal. You can also c

iOS - Set Up Your SpectrumVoIP ES App

Published June 2nd, 2023 by Val Campos

Requirements: To be able to log in and use the app, an Enswitch username and password are required.   It is recommended to install this app on mobile devices with iOS version 14 or later installed.   Get Started on the App Install the App Search the App Store for SpectrumVoIP ES and install the app as you would with other iOS apps. Sign into the App

Bulk Toggle Time Frames in Stratus

Published October 18th, 2024 by Val Campos

On the Time Frames page, you can use the Bulk Toggle feature to enable/disable time frames. These time frames are used by answering rules to tell the system when calls should be routed according to what is set in the answering rule. Once a time frame has been used in an answering rule for a user, the Bulk Toggle feature can be utilized. To enable/di

Ring Agents in a Certain Order

Published January 22nd, 2024 by Val Campos

Adjust an Agent's Order Over time, it may be necessary to update the order that agents ring in the call queue. Note: The types of queues that can ring agents in a certain order are Linear Hunt, Linear Cascade, and Tiered Round Robin queues. Ring All call queues will ring all agents at once. Round Robin queues will ring agents depending on how long t

Check the Version and Build of Your ES Desktop App

Published August 9th, 2023 by Val Campos

In some troubleshooting situations, it may be necessary to include what version and build your SpectrumVoIP ES Desktop App is currently in a ticket or call with our Technical Support team.  To check this information… Click the Settings icon. On the About tab of the Settings window you can view the Version and Build of your desktop app. ✔ Now you can

Manage Your ES Desktop App's Contacts

Published August 8th, 2023 by Val Campos

Manage Your Contact Directory On the Contacts tab of the SpectrumVoIP ES Desktop App, you can view your contacts, create and edit quick dials, and use your contacts to place calls quickly.  Search for Contacts In your Contacts Directory, you can search for a certain contact stored in your app. To search for a contact within a folder of your Contact

Add Wait Status Updates to a Call Queue

Published April 4th, 2024 by Val Campos

In some Call Center environments, it may be imperative that a caller hear Wait Status Updates that can tell the caller their estimated time and position in the queue. Using the Stratus web portal, these special messages can be added to a call queue using either the Music on Hold page, the settings of a dial pad menu option used by an auto attendant,

Check a Call Queue's Voicemailbox

Published March 13th, 2024 by Val Campos

If you have set Enable voicemail to Yes in a call queue's In Queue Options, the call queue will start storing voicemails in its own mailbox.  While available as an option, the call queue's voicemail is not commonly used in the routing for voicemails.  Use a Different Mailbox for a Call Queue's Unanswered Calls General voicemails and the voicemails o

Enswitch - Assign a Record Group to a Telephone Line

Published June 7th, 2024 by Val Campos

Once a Record Group has been created, telephone lines of users can be assigned to a record group to have their calls recorded and stored in that particular record group. ✔ This can be useful for ensuring that a call that is made directly to a user's extension number by another user is recorded.   To set a record group for a user's telephone line… Na

iOS - Adjust Your ES App's Network Settings

Published June 5th, 2023 by Val Campos

Configure Your App's Network Settings To ensure your app performs to the best of its ability, you can adjust its network settings.  Navigate to the Keypad tab. Tap the Settings icon. Touch Preferences. Select Network. Allow and Disallow SSIDs For security reasons, it may be necessary to restrict the Wi-Fi networks the app is allowed to connect to. 

Moving Phones - FAQ

Published January 11th, 2023 by Val Campos

Frequently Asked Questions If I Move My Phone, Will It Lose Its Settings? The settings for your phone and extension are stored locally on the phone. The phone's configuration will not be reset when unplugged and moved. All extensions and settings will remain the same. IP phones that have been registered with our server will be able to reprovision th

Enswitch - Telephone Lines

Published June 14th, 2024 by Val Campos

The Telephone Lines Page On the Telephone Lines page, you can view the different devices your users have.  To view your account's telephone lines, navigate to Features → Telephone lines in the Enswitch web portal.  You will notice that each device is registered to its own 7-digit extension number. This 7-digit extension number is referred to as a Te

Working with Call Queue Agents

Published March 14th, 2023 by Val Campos

Manage a Call Queue's Agents The Call Queues page allows you to add, edit, and delete agents for call queues. To view and edit the agents in a queue, navigate to the Call Queues page, hover over the call queue, and click the Edit Agents icon. Add an Agent Click the Add Agent button. Use the Add Agent(s) by drop-down to either add an agent by their U

Use DND Mode on Your Poly Edge E Phone

Published October 5th, 2023 by Val Campos

Toggle DND Mode When you need to temporarily step away from the phone, you can briefly stop receiving calls by turning on DND (Do Not Disturb) mode.  To turn on DND mode, press More → DND.  To turn off DND mode, press DND again. Alternatively, you can press the Home button and select 6 DND to Enable/Disable DN D mode.  ✔ While you are on DND mode, y

Pick Up Users' Calls - Stratus

Published October 27th, 2023 by Val Campos

Pick Up Calls for Other Users In some situations, it may be important for users to pick up each other's calls. Calls can be picked up in two ways: Dialing a feature code. Using the Call Center page of the Stratus web portal. Dial a Code to Pick Up a Call Feature codes can be dialed by users on their SpectrumVoIP devices to perform certain actions. O

Enswitch - Set Up a Feature Code to Redial Callers

Published September 7th, 2023 by Val Campos

Scope: Only Enswitch admin users will be able to create new feature codes.    It can be useful having a code that can be dialed to redial the person that last called.  To create a code that can be dialed to redial callers… In the Enswitch web interface, navigate to Features → Feature codes. Click the New >> button. In the New feature code menu

iOS - Call History in the SpectrumVoIP ES App

Published June 2nd, 2023 by Val Campos

Manage Your Call History The History (2) tab records all the call logs from most recent to earliest. The call logs display the contact's name or phone number, the call type, and the time of the call. The number in the red dot on the History (6) tab represents the number of missed calls. Use the ALL, MISSED, or RECORDED filters (1) to show the desire

What Are My Options for Creating a Directory?

Published September 1st, 2023 by Val Campos

Use the Stratus Web Portal Stratus users have the ability to create, manage, and use contacts through the Stratus web portal.  Quick Tip: Both basic users and admin users (e.g., office managers and call center supervisors) can create contacts.  Admin users are able to create Shared Contacts that can be viewed by all users.    Create Contacts as a Ba

Polycom Trio 8800 Phone Tutorial

Published April 2nd, 2024 by Val Campos

Enswitch - Manage a Queue

Published August 7th, 2024 by Val Campos

Queues can distribute calls to agents one at a time. Queues can be an amazing tool to help manage call flow for your business/call center. With a Queue, you can use the Queue Panel to monitor its activity and the performance of the destinations in the queue.   Adjust a Queue's Settings As a basic Enswitch user, you have the ability to edit the queue

Features to Add to Line Keys

Published August 24th, 2023 by Val Campos

Line Key Features As you are editing the layout of a phone using the Phone Manager tool, you will notice that there are different types of features that can be added to the line keys, or buttons, of a phone.  Line Appearance Keys A Line Appearance key acts as a channel, or line, where a call can be hosted. Having multiple line appearance keys allows

Transfer Calls Using the SpectrumVoIP ES Desktop App

Published August 17th, 2023 by Val Campos

Transfer a Call When you are handling a call, it may become necessary to transfer a caller to another user. There are three different ways a call can be transferred: Transfer using an Attended/Warm Transfer. Transfer using a Blind/Cold Transfer. Transfer a caller to a Voicemailbox.  Perform an Attended Transfer When you need to transfer a call to an

Enswitch - Set All Devices for a User to Ring Using a Queue

Published November 9th, 2023 by Val Campos

Set Up a Queue to Ring a User's Devices If one of your users has multiple devices that should ring, a queue can be created that rings their devices. Creating queues for your users can be useful since each device a user uses is registered to its own 7-digit extension number (i.e. the Telephone Line). To implement a queue that rings the devices of a u

Yealink W60P Cordless Phone Tutorial

Published April 2nd, 2024 by Val Campos

Polycom VVX311/VVX411 Phone Tutorial

Published April 2nd, 2024 by Val Campos

Enswitch Admin User Guide

Published May 2nd, 2024 by Val Campos

Access Your Enswitch Web Portal Depending on the version of Enswitch your account uses, the link you use to log into your web portal will differ. Use the following links to log into your version of the web portal: ES1 Web Portal ES2 Web Portal NOTE: If you are not sure which version of the web portal that your account is using, contact our technical

Disable Answer on Pick Up for a Cordless Handset

Published November 7th, 2023 by Val Campos

The Handset Auto Answer Setting By default, the cordless handsets are configured to answer a call whenever they are picked up from their charging cradles. If needed, you can use the Settings menu of the handset to turn off Auto Answer, which will disallow the phone from answering calls when picked up. ✔ Disabling this setting can be a great way to p

Enswitch - Set Up Queue Availability Toggle Feature Codes

Published September 15th, 2023 by Val Campos

Scope: Only Enswitch admin users will be able to create new feature codes.    Create a Queue Toggle Feature Code If you do not have designated users that are set as Call Center Supervisors or Admins, it can be difficult for users to change their status in call queues unless they are using the ES desktop app or mobile app. As a convenient alternative

Enswitch Basic User Guide

Published May 2nd, 2024 by Val Campos

Access Your Enswitch Web Portal Depending on the version of Enswitch your account uses, the link you use to log into your web portal will differ. Use the following links to log into your version of the web portal: ES1 Web Portal ES2 Web Portal NOTE: If you are not sure which version of the web portal that your account is using, contact our technical

iOS - Configure Your App's Ringtones and Sound Settings

Published May 24th, 2023 by Val Campos

Access the Sound Settings To configure how your app plays sounds and ringtone… Visit the Keypad tab. Tap the Settings icon. Select Preferences. From here, the Ringtones and Sound settings for your app can be adjusted to fit your needs. Adjust Your Ringtones On your Stratus app, you have the option to select what ringtone you hear for calls and texts

Configure Yealink Cordless Handsets to Auto Answer Intercom Calls

Published October 30th, 2024 by Val Campos

By default, cordless handsets will ring when they receive an intercom call. This ensures that users accept the intercom call before the intercom message is played over the handset's speaker. This may be preferred for businesses that use desk phones; however, this can be very inconvenient for call environments that rely solely on cordless handsets. 

Manage Your SMS Brand and Campaign

Published January 18th, 2024 by Val Campos

Note: T his article is part of a series explores the registration process for SMS campaigns. Other articles in this series include: Prepare to Register an SMS Brand and Campaign Register an SMS Campaign in Stratus Register a Phone Number to an SMS Campaign   Review Your Brand On the SMS Campaign Registry page, you can view your registered brand and

Create a Recording Warning Message for Yourself

Published October 25th, 2023 by Val Campos

WARNING:  Some countries and states impose laws and regulations on recording calls. We recommend requesting consent from call participants before recording any call. It may also be a good idea to have a message set up for your organization that warns callers that their call may be recorded. Please consult with the regulatory experts in your company

Analog and VoIP: What's the Difference?

Published May 15th, 2024 by Val Campos

What are Analog and VoIP Phone Systems? In the ever-changing world of telephony, many businesses and organizations may find themselves exploring different methods for facilitating their phone services. For decades, many businesses have been relying on traditional analog PBX (Public Branch Exchange) systems while some have transitioned to newer VoIP

Grandstream HT812 User Guide

Published November 16th, 2023 by Val Campos

Overview The Grandstream Handy Tones HT812 is a 2-port analog telephone adapter (ATA) that allows users to create a high-quality and manageable IP telephony solution for their residence and office. The HT812's ultra-compact size, voice quality, and auto provisioning options allow users to utilize VoIP on analog phones and fax machines. The HT812’s i

Enswitch - Create a Holiday IVR Menu

Published September 19th, 2023 by Val Campos

Configure a New Holiday IVR Menu When the holidays arrive, you can ensure your calls are being routed properly using the Enswitch web portal. One of the most popular ways to route holiday calls is using a IVR menu.  ✔ Using a holiday IVR menu is a great solution since you can have a set holiday greeting that plays before the menu allows the caller t

Enswitch - Bulk Dialer Campaigns

Published July 5th, 2024 by Val Campos

Implement a Bulk Dialer Campaign For some businesses, it may be imperative that batches of phone numbers be automatically called at certain intervals. This can be done using a bulk dialer. Using a bulk dialer can be helpful for sending clients reminders and notices through a phone call. To fully set up a bulk dialer campaign, the following needs to

iOS - Handle Calls with the SpectrumVoIP Stratus App

Published May 9th, 2023 by Val Campos

Make a Call Using this application, there are multiple ways calls can be placed. You can make a call by dialing an extension number or phone number, pressing Call for an entry in the Contacts, Messages or History pages, and using a Quick Dial.  Dial a Phone Number Touch the Keypad tab. Dial the extension or phone number. Quick Tip: To avoid any issu

iOS - Monitor Your ES App's Usage

Published June 6th, 2023 by Val Campos

View Your App's Usage In some circumstances, it may be necessary to keep record of how many calls you have been handling using the app.  To check your Talk Times and Call Counts… Visit the Keypad tab. Tap the Settings icon. Select Preferences. Tap Usage. ✔ Now you can view your Talk Times and Call Counts from using the app.  You can also tap Reset t

Enable StratusFAX Services for a Phone Number

Published May 24th, 2024 by Val Campos

Requirements: StratusFAX 2.0 is a paid service through SpectrumVoIP. In order to be able to add fax numbers, you must be paying for the StratusFAX 2.0 service. 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 us

Stratus - Conference Bridge Settings

Published March 22nd, 2023 by Val Campos

Scope: The information in this guide is intended for use by Resellers, Office Managers, and Site Managers. Users with a lower scope will not be able to access the Conferences page of Stratus.   Configure and Edit a Conference Bridge When you are adding a conference bridge, there will be options available for customizing it in the Add a Conference me

Connect Your Poly Edge E Phone to the Internet

Published September 22nd, 2023 by Val Campos

Connect the Phone to the Internet To place calls or update itself, the phone will need to be connected to the internet. IP phones, like your Poly Edge E phone, can receive an internet connection through ethernet, Wi-Fi, and daisy chaining.  DANGER: After following these steps, do NOT remove the power source (Power Adapter or Ethernet Cable using PoE

Stratus Web Portal Basic User Guide

Published March 5th, 2024 by Val Campos

View and Download a User Guide   Access the Portal NOTE: If you are having trouble logging in, please contact an admin or our support team .   The Welcome Email When you are first getting started with using the Stratus web portal, you should receive a Welcome Email that will allow you to set up your account's password and your voicemail PIN. Quick T

Enswitch - Record Groups

Published June 6th, 2024 by Val Campos

What is a Record Group? Call recordings that are created have to be stored in Record Groups. Multiple record groups can be created for different purposes, and multiple extension numbers (also known as telephone lines) can be assigned to a recording group. Phone numbers can also be assigned a record group so that calls that pass through the phone num

iOS - Transfer Calls Using the SpectrumVoIP Stratus App

Published August 30th, 2023 by Val Campos

Transfer a Call While you are handling a call, you may find it necessary to send your caller to a different destination.There are four different ways you can transfer calls to users: Blind Transferring Attended Transferring Transferring to Voicemail (for internal users) Perform a Blind Transfer On the call screen, touch the transfer button to initia

Update a User's Profile Settings

Published March 6th, 2024 by Val Campos

Configure a User's Profile As a Stratus admin, you can update any of your users' Profile information.  This information includes… The user's basic account information that includes their first and last name, time zone, and directory preferences.  Their Caller ID information . Their account security information, such as their email address and any SS

Create an Internal Auto Attendant for Employees to Use

Published February 26th, 2024 by Val Campos

Why Use an Internal Auto Attendant? In some circumstances an employee may need to report their absence or reach out to a manager about any urgent matters. Instead of having them call the business' main phone number, they could instead call an alternate phone number. This alternate phone number could route their call to an auto attendant that routes

Yealink T46 & T43 Phone Tutorial

Published April 2nd, 2024 by Val Campos

Set Up a Call Forward on a Yealink Cordless Handset

Published November 28th, 2023 by Val Campos

Call Forwarding Your Yealink cordless handset will give you three options of forwards to configure to ensure your calls are being answered when your phone is not available to be answered in certain conditions. Setting a forward can be useful when you need your calls to be handled someone instead of having the caller leave a voicemail. These forwards

Enswitch - Download Call Recordings

Published June 7th, 2024 by Val Campos

At some point, it may become necessary to download a call recording to keep record of an interaction that has taken place through your phone system. As an Enswitch admin, you can use the Enswitch web portal to download call recordings stored in record groups to your PC for safe keeping.  To download call recordings,  Navigate to Features → Call reco

Set Your Yealink CP965 Phone on DND

Published September 12th, 2023 by Val Campos

Use Do Not Disturb Mode When you need to step away from the phone, you can enable DND (Do Not Disturb) Mode.  While the phone is on DND, the phone will be set as Busy and calls that are received will automatically be sent to voicemail or the destination of a Busy Forward. Enable DND Mode To enable DND mode on your Yealink CP965, do one of the follow

iOS - Conference Calling with Your SpectrumVoIP ES App

Published August 30th, 2023 by Val Campos

Conference Calls Using your SpectrumVoIP ES app, you can add more people to an active call to form a conference call.  Establish a Conference Call Touch the Add call button to add more people to an active call in the form of a conference call. To form a conference call: On the call screen, tap the Add call button. Quick Tip: Tap Back To Call  to can

Create a Recording Warning Message for Your Domain

Published October 24th, 2023 by Val Campos

Scope: Only Office Managers have the ability to edit the messages played in the music on hold for all users.   WARNING:  Some countries and states impose laws and regulations on recording calls. We recommend requesting consent from call participants before recording any call. It may also be a good idea to have a message set up for your organization

Transfer Calls on Your Fanvil Phone

Published August 22nd, 2023 by Val Campos

Transfer a Call While you are handling a call, you may find it necessary to send your caller to a different destination.There are four different ways you can transfer calls to users: Blind Transferring Attended Transferring Semi-Attended Transferring Transferring to Voicemail (for internal users) Perform a Blind Transfer If you need to transfer call

iOS - Set DND Rules in Your ES App

Published June 6th, 2023 by Val Campos

What is a DND Rule? Whenever you have days and times that you are usually away from the phone, DND (Do Not Disturb) mode can be scheduled to be enabled or disabled ahead of time. ✔ This can be helpful for scheduling your app to be on DND for things like lunch breaks.    View Your DND Rules To look at your DND rules that have been set… Navigate to th

Enable Call Center Statistic Tracking for Individual Agents

Published September 21st, 2023 by Val Campos

How Are Call Statistics Tracked? In order for statistics to be tracked for agents, that agent must be present in a call queue. Depending on how calls route to your agents, you may not have a call queue being used for routing calls to certain users. If a user is not set as an agent in a call queue, then their statistics will not be tracked in Call Ce

Enswitch - Forward Calls for a Specific Amount of Time

Published September 15th, 2023 by Val Campos

Schedule Call Forwarding Sometimes having calls forwarding indefinitely can be inconvenient since that forwarding would need to be disabled.  If you know how long calls should be forwarded for, you can create time groups that determine when the system should forward calls and time routes that tell the system where calls should be routed when a time

Use an Analog Phone That is Connected to Your HT812

Published November 30th, 2023 by Val Campos

Use an Analog Phone When you have an analog phone connected to the HT812 to use VoIP services, you will find that there are new features you use through the HT812 ATA. The Interactive Voice Prompt Response Menu Menu Option Voice Prompt Options Main Menu “Enter a menu option” Press “*” for the next menu option.Press “#” to return to the main menu.Ent

Join a Conference Hosted by a Conference Bridge

Published October 26th, 2023 by Val Campos

Join a Conference As a Stratus user, there are several different ways you can join an active conference that had been created through a conference bridge. This can be done by… Calling the extension number of the conference bridge from a SpectrumVoIP device. Calling a dedicated conference number. Calling into a conference auto attendant that routes y

iOS - Configure Your ES App's Ringtones and Sound Settings

Published June 5th, 2023 by Val Campos

Access the Sound Settings To configure how your app plays sounds and ringtone… Visit the Keypad tab. Tap the Settings icon. Select Preferences. From here, the Ringtones and Sound settings for your app can be adjusted to fit your needs. Adjust Your Ringtones On your Stratus app, you have the option to select what ringtone you hear for calls and texts

iOS - Send Messages with the SpectrumVoIP Stratus App

Published May 16th, 2023 by Val Campos

View the Conversations in the Messages Tab On the Messages tab, you can check and respond to your chat messages (1) and SMS messages (2). Tap a chat (1) or SMS (2) conversation to respond back with text, images, or audio messages.  Touch EDIT (3) to select a conversation to either DELETE or MARK ALL READ.  Tap the New Message icon to start a new con

iOS - The Layout of the SpectrumVoIP Stratus Mobile App

Published May 9th, 2023 by Val Campos

Overview The SpectrumVoIP Stratus mobile app can be installed on iOS mobile devices and used to handle phone calls and send messages using the Internet. This application supports the following call features: Inbound and outbound calls Call forwarding Call recording Voicemail Call transferring Messaging and more! Tab Bar Icons Touch the icons on the

Enswitch - Phone Number Settings

Published May 17th, 2024 by Val Campos

While you are viewing a phone number in your Enswitch web portal, you may notice that there are many settings you can adjust for each phone number.   Use the following table to learn more about each setting while you are managing your phone numbers: Option Description Description If needed, you can adjust the Description shown for the phone number O

Direct Inward Dial Numbers

Published January 26th, 2024 by Val Campos

What is a DID Number? Do you need clients or teammates to be able to contact you directly? A Direct Inward Dial number, also known as a DID, can be a great solution.  Instead of going through an automated phone menu or human receptionist every time, people can dial the DID phone number to reach someone. A DID differs from an extension number, which

Send and View Faxes with Email - Fax03

Published June 19th, 2023 by Val Campos

Note This method of faxing through email is specifically for customers using the Fax03 solution for their faxes. If you are not using Fax03, please see our articles referencing StratusFax.   Send an eFax In order to send someone an eFax, an email will need to be composed in a certain way to be sent correctly. Open your Email. Click New Email. In the

Set Up Callbacks for a Queue

Published August 24th, 2023 by Val Campos

Why Use the Callback Feature? If needed, a queue can have callbacks enabled. The callback feature will have an automated menu give callers the option to leave a voicemail, request a callback, or return to the queue. This feature can give callers more power over how their call is handled while waiting in a call queue. The callback feature can help lo

Receive Status Notifications for Service Issues

Published February 7th, 2024 by Val Campos

Opt-In for Status Notifications If you are concerned that your services with SpectrumVoIP may be experiencing issues, such as an outage or maintenance, you can visit our Status page .  On this page, you can subscribe to status updates that you can receive through email, text, Slack, and webhook notifications. Status notifications can be set up to he

Prepare to Register an SMS Brand and Campaign

Published February 1st, 2024 by Val Campos

Note: T his article is part of a series explores the registration process for SMS campaigns. Other articles in this series include: Register an SMS Campaign in Stratus Register a Phone Number to an SMS Campaign Manage Your SMS Brand and Campaign   Prepare for Registration To be able to use SMS messaging through our services, an SMS brand and campaig

Transfer Calls Using Your Polycom VVX Phone

Published September 14th, 2023 by Val Campos

Transfer a Call While you are handling a call, you may find it necessary to send your caller to a different destination.There are four different ways you can transfer calls to users: Blind Transferring Consultative (Attended) Transferring Transferring to Voicemail (for internal users) Perform a Blind Transfer If you need to transfer call to someone

Assign a Phone Number to an Auto Attendant

Published January 29th, 2024 by Val Campos

Why Give an Auto Attendant a Phone Number? Auto attendants can be very useful solutions for organizations that want to give their callers the power to choose where their call is routed. Auto attendants will read off a greeting and the options that callers can select using the dial pad of their device.  Quick Tip: To learn how to set up an auto atten

Enswitch - Email Notifications for Call Recordings

Published June 6th, 2024 by Val Campos

If needed, email notifications can be sent to one or more email addresses when a record group stores a new call recording. To set up an email address to receive these notifications… Navigate to Features → Call recording.  Click the name of the record group that stores the recordings that you want to be notified about. In the menu, use the Email reco

Configure Your Account's E911 Information for Emergency Calls

Published July 25th, 2024 by Val Campos

What is E911? The strength of a softphone is that it can be run in many different places and situations, but this also means it's difficult for emergency services to locate callers on the other end of the line. The E911 feature allows you to define detailed location information on hardware devices so that responders can rapidly get help to people wh

Android - Manage Contacts in the SpectrumVoIP Stratus App

Published May 23rd, 2023 by Val Campos

Create New Contacts Using the app, you can add in more contacts to be viewed and used in the Contacts tab. Use the Contacts Tab To manually enter the phone number and create the contact:  Open the Contacts tab Touch the Add New icon. Enter the name and phone number in the contact form. Tap Save. Use the Keypad to Add a Contact Open the Keypad tab. U

Configure Your StratusHUB Desktop App

Published April 19th, 2023 by Val Campos

Manage Your Desktop App's Settings General Settings There a several Togglable settings under the General section of Settings.  Make Call Using Answering Rules When this option is enabled, your answering rules will be followed.  ✔ This will alert all devices connected to your user.   Show Message Count When this option is enabled, the app will show y

Enswitch - Create a Feature Code for Holiday Routing

Published September 18th, 2023 by Val Campos

Scope: Only Enswitch admin users will be able to create new feature codes.    Implement a Holiday Message Feature Code Using a feature code is an effective method of adding a holiday message for callers to hear before their call is forwarded.  This feature code would act as a “stop” where the holiday greeting would be played before the caller is for

Find the IP Address, MAC Address, and Firmware Version of a Yealink Phone

Published January 11th, 2023 by Val Campos

Check the Phone's Status Information Whether you are checking if your phone is up to date or seeing if your phone is having connection issues, the Status menu of your phone is essential to ensure you can identify and monitor your phone. To access the Status menu to view the phone's information, press the OK button. Doing this will pull up the Status

Use the Queue Panel in the SpectrumVoIP ES Desktop App

Published August 10th, 2023 by Val Campos

View the Queue Panel One of the useful features that are offered by the ES app is the Queue Panel.  Using this tool, you can… View your 7-digit extension number (1) Check the call queues you are in (2). Look at your Current Status (3) in each queue. Adjust your Status (4) for each queue. View the number of Calls Holding (5). Change the Page Layout (

Stratus - Conference Leader Commands

Published July 5th, 2024 by Val Campos

Conference leaders have the ability to perform mid-conference commands. These commands allow you to control the conference experience for every participant.  To use commands, input the command on the dial pad of your device while joined into the conference as a leader. You can do the following commands: Command Action Description *6 Toggle Mute Togg

The Default Answering Rule

Published March 1st, 2024 by Val Campos

The Default answering rule is an answering rule that is created each time a user is created. By default, this rule is usually set to Simultaneously ring all of the user's registered devices. The Default answering rule acts as a “catch all” and stays active 24/7 unless there are answering rules above it that are active. Since this rule exists by defa

Adjust a Call Queue's Type

Published January 22nd, 2024 by Val Campos

Over time, you may find yourself needing to update a call queue's type to match any changes in your call routing needs. This change may be necessary if you need to start ringing agents in a certain order, have all agents ring at the same time, and more.  To change a call queue's type… Navigate to the Call Queues page. Click the Edit icon next to a c

Place and Handle Calls on Your Polycom VVX Phone

Published September 14th, 2023 by Val Campos

Place a Call Your Polycom VVX400 series phone has the ability to dial other people as long as it has an internet connection and power. You can place a call using the following methods: Dial someone using the phone's dial pad. Press a speed dial or BLF key configured on your phone. Call a contact from your Directories and Call Lists. Redial a person

Invite Participants to a Meeting in StratusMEETING

Published October 2nd, 2023 by Val Campos

Invite a Person to a Video Conference When you need to video conference with your team or other parties, you can use the StratusMEETING solution to host that meeting. To make it easy for your participants to join the meeting, you can invite people while creating a meeting/meeting room or while hosting an active meeting.  Add Participants While Creat

Active Call Features Available on Your Fanvil Phone

Published August 22nd, 2023 by Val Campos

Active Call Features While using your phone, you will notice different buttons that can be pressed to do certain things. Number Component Function 1. Soft-menu Buttons These buttons allow different functions depending on the state of the phone (e.g., idle, active call, etc.) 2. Home Key Return to the Homepage 3. Navigate and OK Keys The user can pre

Route an Extension Number's Calls to a Telephone Number

Published November 7th, 2023 by Val Campos

Scope: Office Managers can adjust the Answering Rules of any user. Site Managers can only adjust the Answering Rules of users assigned to their Site. Call Center Supervisors can only adjust the Answering Rules of users set as Call Center Agents.   Forward a User's Calls to a Telephone Number As a Stratus Admin user, you can adjust the Answering Rule

Manage Your Phone Numbers

Published January 26th, 2024 by Val Campos

View Your Phone Numbers As an Office Manager or Site Manager, you have the power to view and modify phone numbers through the Inventory page of the Stratus web portal.  On the Inventory page, you can view and edit your phone numbers and their destinations. Export a Spreadsheet of Your Phone Numbers If needed, you have the option to download a spread

Enswitch - The Remote Access Menu Feature

Published June 21st, 2024 by Val Campos

What is the Remote Access Feature? The remote access feature allows users to call in to the system and have the system call out to another number. The main remote access menu will reference remote access accounts that are created on the Remote Access page of the web portal. ✔ One way the remote access feature is commonly used is to have the phone sy

Enswitch - Change Your Name

Published August 8th, 2024 by Val Campos

While you are using our services, you may need to update your name and other account information. As an Enswitch user, you can do so using the Enswitch web portal. To fully update your name, it is recommended to update your Person Settings and your mailbox's greeting.   Adjust Your Account's Information The first step of updating your name will be a

Verify Your E911 Registration Information

Published March 30th, 2023 by Val Campos

Whether you are moving to a new address or using your phone remotely at home, it may be necessary to verify that your 911 caller information matches the address of the building you work in. Doing this can help bring some peace of mind that your phones are ready to go in the case of an emergency.  To quickly check if a device's E911 information is co

Enswitch - Create a Feature Code for Dialing a Queue

Published November 9th, 2023 by Val Campos

Scope: Enswitch Admins have the ability to add in new feature codes.  Basic Enswitch Users can edit a feature code if they are set as the Owner of a feature code by an Enswitch Admin.   One way that a call queue can receive calls is through the use of a feature code. As an Enswitch Admin, you can create a feature code that can be used to dial a call

Enswitch - Set Up a DND Toggle Feature Code

Published September 7th, 2023 by Val Campos

Scope: Only Enswitch admin users will be able to create new feature codes.    Almost all phones will have a DND (Do Not Disturb) feature that can be activated. As an alternative, a dialable feature code can be created to allow your users to dial a set of numbers to disable/enable DND mode. ✔ Having this code can be useful for cordless phones.   To c

Handle Multiple Calls on Your Polycom VVX Series Phone

Published January 31st, 2024 by Val Campos

Handle Multiple Calls As long as you have multiple line keys, your Polycom VVX series phone is able to handle one active call and multiple held calls at once. The number of line keys your phone has determines how many calls can be hosted on your phone at once.  When you have multiple calls on your Polycom phone, you can do the following actions: Swa

Handle Calls on Your Yealink CP965 Conference Phone

Published September 12th, 2023 by Val Campos

Place a Call Whenever you are ready to, you can place outbound calls to your contacts. There are several ways that a call can be initiated. Use the Dialer The Dialer allows you to dial a phone number or extension number to call. It also displays a list of previously placed calls or contacts in your directory. On the Idle screen, tap Call Enter an ex

Temporarily Forward Your Own Calls

Published November 14th, 2023 by Val Campos

Set Up a Temporary Forward Quick Tip: To implement and adjust a Temporary Forward, you can access the Stratus portal from any device on any network. If you lose power or if you lose internet, you can use your phone's web browser or you can go home and implement the “Temp Forward” time frame you are about to learn how to create.    As a Basic Stratus

Enswitch - Add a Greeting to an IVR Menu

Published September 19th, 2023 by Val Campos

Set Up an IVR Menu's Greeting When you are using an IVR menu to route calls, a greeting will need to be added that informs callers about the options they can select using their dial pad. You can add a greeting to an IVR menu by either… Selecting a Sound as a greeting. Uploading a greeting from your PC. Calling the IVR menu and using the setup menu t

Linear Hunt Queues

Published March 10th, 2023 by Val Campos

Overview A Linear Hunt is a type of call queue where agents are rung in a pre-defined order. These priorities for the agents are set when agents are added to the queue after its creation. This type of queue is commonly used by businesses that have a specific call flow where calls should be forwarded to other users when the first user is unavailable.

Android - Do Not Disturb on the Stratus App

Published August 30th, 2024 by Val Campos

The Do Not Disturb Toggle If you are looking to temporarily log out of the app, it is recommended to set your app on Do Not Disturb. To enable Do Not Disturb for your app… Tap your name on the top-left of your app. Tap the Do Not Disturb toggle to enable it. ✔ You should now see the DND tag on your name.   To allow your app to take calls again, disa

iOS - Forward Calls in Your Stratus App

Published May 24th, 2023 by Val Campos

Your Call Forwarding Settings If you need to briefly leave, you can forward any incoming calls to another destination.  ✔ This can be helpful for forwarding calls to another cellphone or an answering center when your mobile device is unavailable.   To view the settings you have for call forwarding… Visit the Keypad tab. Tap the Settings icon. Touch

Enswitch - Person Settings

Published July 2nd, 2024 by Val Campos

As an Enswitch admin, you have the ability to view and adjust the settings of the users on your Enswitch account. To view the users that have been added to your Enswitch account, navigate to Features → People. On the People page, you can view each user that has been added to your account.  These users can log into the web portal. The features they h

Record Calls Using the StratusHUB Desktop App

Published October 11th, 2023 by Val Campos

Record a Call The StratusHUB Desktop App will have buttons available that you can use to control how an active call is recorded. Start Recording a Call Click Start Rec to start recording a call. When clicked, a REC notice will appear above the duration of the call. Pause and Resume a Recording Click Pause Rec to pause your recording of the call. The

Schedule Lunch Routing for Your Business

Published February 27th, 2024 by Val Campos

Scope: Office Managers and Site Managers will be able to adjust the Answering Rules and Time Frames for their organization and all users. Basic Users can adjust their own Answering Rules and Time Frames.   Set Up Lunch Routing Using Time Frames and Answering Rules, you can route calls your business receives during lunch ahead of time with ease.  Cre

iOS - Do Not Disturb on the Stratus App

Published August 30th, 2024 by Val Campos

The Do Not Disturb Toggle If you are looking to temporarily log out of the app, it is recommended to set your app on Do Not Disturb. To enable Do Not Disturb for your app… Tap your name on the top-left of your app. Tap the Do Not Disturb toggle to enable it. ✔ You should now see the DND tag on your name.   To allow your app to take calls again, disa

Ring All Queues

Published January 11th, 2023 by Val Campos

Overview In a call center environment, there are many types of call queues that can be used to handle routing calls to groups of agents. One of these types of call queues is called a Ring All queue.  Agents in a Ring All queue will all have their phones ring for inbound calls. This method of ringing can be really useful for agents sharing an office

Enswitch - Manage Your Phone Numbers

Published August 7th, 2024 by Val Campos

One the phone manager page, you can view the phone numbers that you have been set as the Owner for. To view your phone numbers, navigate to Features → Numbers.  On the Numbers page, you can do the following: View the phone number(s) that you are set as the owner for. Check where each number routes according to set Time Routes. Confirm the Default De

Android - The Layout of the SpectrumVoIP ES Mobile App

Published August 1st, 2023 by Val Campos

Overview The SpectrumVoIP Stratus mobile app can be installed on Android mobile devices and used to handle phone calls and send messages using the Internet. This application supports the following call features: Inbound and outbound calls Call forwarding Call recording Voicemail Call transferring and more! Tab Bar Icons Touch the icons on the tab ba

Host a Conference Call on a Polycom VVX400 Series Phone

Published January 31st, 2024 by Val Campos

Conference Calling Whenever you need to, you can host a conference call using your Polycom VVX400 series phone's conferencing features. Initiate a Conference Call A Polycom VVX400 series phone can host a conference with up to 3 participants. To start a conference, you can do so by either… Invite participants. Merge multiple calls together. Invite Pa

Android - Use Quick Dials in the SpectrumVoIP Stratus App

Published May 23rd, 2023 by Val Campos

What Are Quick Dials? Quick dials act as a shortcut or speed dial for quickly contacting other people. A tap on a quick dial places the call instantly. These quick dials can also be used for other functions like transferring. View Your Quick Dials To view your Quick Dials, navigate to the Quickdials tab of the app. In the Quick Dials tab, touch and

The Welcome Email

Published February 27th, 2024 by Val Campos

When you are first getting started with using the Stratus web portal, you should receive a Welcome Email that will allow you to set up your account's password and your voicemail PIN. Quick Tip: You may see this email in your inbox with the Subject line saying, “Your new phone system account”. NOTE: If you are not able to receive this email, please c

Yealink T53 and T54 Phone Tutorial

Published April 2nd, 2024 by Val Campos

Enswitch - Manage Phone Numbers

Published May 9th, 2024 by Val Campos

As an Enswitch admin user or the set Owner of a phone number, you have the ability to view the phone number(s) you own and adjust their settings and routing.  To view your phone numbers, navigate to Features → Numbers.  On the Numbers page, you can do the following: View your owned phone numbers. Check where each number routes according to set Time

Configure a Maximum Wait Time and Queue Length for Call Queues

Published January 22nd, 2024 by Val Campos

Set Up Pre-Queue Limits If you frequently have high call volume in your queues, it may be beneficial to set up limits in the Pre Queue Options of your queues. These limits include a Max Expected Wait Time and a Max Queue Length. Settings these limits can fine-tune how a call queue handles calls when certain conditions are met. Once these limits are

Delete a User

Published March 18th, 2024 by Val Campos

WARNING: It is recommended to contact our support team for help deleting users.  Deleting users impacts your monthly bill, so having our SpectrumVoIP support team handle this request can help ensure that you are saving money.  If you are needing to replace an old user with a new user, it is recommended to recycle users instead of deleting users and

Connect Your Fanvil Phone to the Internet

Published August 23rd, 2023 by Val Campos

Connect Your Phone to the Internet To place calls or update itself, the phone will need to be connected to the internet. IP phones, like your Fanvil phone, can receive an internet connection through ethernet, Wi-Fi, and daisy chaining.  DANGER: After following these steps, do NOT remove the power source (Power Adapter or Ethernet Cable using PoE) fr

iOS - Adjust Your App's Network Settings

Published May 26th, 2023 by Val Campos

Configure Your App's Network Settings To ensure your app performs to the best of its ability, you can adjust its network settings.  Navigate to the Keypad tab. Tap the Settings icon. Touch Preferences. Select Network. Allow and Disallow SSIDs For security reasons, it may be necessary to restrict the Wi-Fi networks the app is allowed to connect to. 

Edit Your Desktop App's Profile Settings

Published June 22nd, 2023 by Val Campos

Access the Profile Settings To review your Profile and its settings… Click the User icon. Select Profile. Update Your Profile Settings Personal Information Using the desktop app's Profile Settings, you can update your Personal Information any time you need to: First Name and Last Name * - Update your name for the app. Timezone - Use this drop-down t

Set Up Your Lunch Routing

Published February 27th, 2024 by Val Campos

Set Up Lunch Routing As a Basic Stratus user, you have the ability to forward your own calls. Forwarding calls can be done by creating a time frame that determines when the forwarding should be active and then configuring an answering rule that determines where calls should be routed. Create a Lunch Time Frame To be able to create an answering rule

Troubleshoot Issues with StratusLINK

Published April 13th, 2023 by Val Campos

Troubleshooting Web Pages Won’t Load While Extension is Running StratusLINK scans the texts of webpages to identify click to call eligible phone numbers. If a website has a large amount of numbers, such as a database or list of contact information, then the page might either take a long time to load or might not load at all, resulting in this error

Fanvil Status Icons

Published April 17th, 2023 by Val Campos

Status Icons for Fanvil V64 & V65 Phones Icon Description Icon Description Hands-Free Mode active New SMS Headset Mode active New Voicemail Handset Mode active Voice Quality Level of call Mute active Keypad locked Silent Mode Call(s) forwarded Call is on hold or Missed call(s) Auto-Answer active Received call(s) Call Forward active Placed call(s

Use DND Mode on Your Polycom VVX Phone

Published September 14th, 2023 by Val Campos

Toggle DND Mode When you need to temporarily step away from the phone, you can briefly stop receiving calls by turning on DND (Do Not Disturb) mode.  To turn on DND mode, press More → DND.  To turn off DND mode, press DND again. Alternatively, you can press the Home button and navigate to Features → 1 Do Not Disturb to Enable or Disable DN D mode. 

Enswitch - Allow a Conference Bridge to be Called

Published June 25th, 2024 by Val Campos

In the Enswitch web portal, conference bridges can be created and used to host calls with multiple remote employees and clients. Once a conference bridge has been created, different feature can be configured to route calls to the conference bridge.  Note: To learn more about creating conferences, check out this article.   Use the following sections

iOS - Log in and Log Out of the SpectrumVoIP ES App

Published August 4th, 2023 by Val Campos

Sign into the App To get started in the app, sign into the application with your Enswitch username and password. To do so… Open the SpectrumVoIP ES mobile app. ✔ You should see the login screen.   Sign in using one of the following methods: Use the Username and Password boxes to type in your Enswitch credentials. If you have been provided with a QR

Set Up Call Forwards on Your Yealink CP965

Published September 6th, 2023 by Val Campos

Call Forwarding Your Yealink CP965 phone will give you three options of forwards to configure to ensure your calls are being answered when your phone is not available to be answered in certain conditions. Setting a forward can be useful when you need your calls to be handled someone instead of having the caller leave a voicemail. These forwards incl

Change Your Voicemail PIN in the Stratus Web Portal

Published March 22nd, 2023 by Val Campos

Update Your Own PIN in Stratus While logged into the Stratus web portal, Basic Users can adjust their voicemail PIN with ease. To do so… Click your user's name and use the drop-down to select Profile. ✔ Doing this will pull up your account's Profile menu.   In the Change Voicemail PIN section, type a new 4-digit PIN in the New PIN box. Click the Sav

iOS - Manage Contacts in the SpectrumVoIP Stratus App

Published May 17th, 2023 by Val Campos

Create New Contacts Using the app, you can add in more contacts to be viewed and used in the Contacts tab. WARNING: In order for new contacts to be added using the Keypad and Contacts tabs, the SpectrumVoIP Stratus App must have permission to access your device's contacts.  This allows the app to add to your Address Book section of the Contacts tab.

Enswitch - Pattern Menus

Published May 17th, 2024 by Val Campos

What is a Pattern Menu? Pattern menus are flexible, automated menus that allow callers to enter a specific string of digits to have their call routes to different places. In contrast to an auto attendant or an IVR menu, a pattern menu allows callers to dial a larger range of digits to do certain things.  The digits and the functions of those dialed

Android - Call History in the SpectrumVoIP Stratus App

Published May 23rd, 2023 by Val Campos

Manage Your Call History The History tab records all the call logs from most recent to earliest. The call logs display the contact name or phone number, the call type, and the time of the call. The number in the grey dot on the History tab represents the number of missed calls. Touch the Information icon to learn more details about the call. Touch A

View and Manage Conferences in Stratus

Published October 31st, 2023 by Val Campos

View a Conference Bridge's Activity On the Conferences page, you can view the conference bridges that have been created and whether or not they have participants. As an Office Manager or Site Manager, you can… Reference a conference bridge's Name and Extension or Owner. Take note of requirements for the conference. View and invite Participants. Mana

Start Meetings Using StratusMEETING

Published October 2nd, 2023 by Val Campos

Host a Meeting Our Stratus web portal offers a free video conferencing solution called StratusMEETING for you and your users. StratusMEETING can be used to host and participate in video conferences.  To start a video conference, you can either… Start a video call with a contact using the web portal. Start a new meeting in StratusMEETING. Create a Me

Enswitch - Adjust the Settings of a Telephone Line

Published June 17th, 2024 by Val Campos

Telephone Line Settings As an Enswitch admin, you can edit the settings of your account's different telephone lines. These “telephone lines” are the 7-digit extension numbers that one device is registered to.  To edit a telephone line's settings… Navigate to Features → Telephone lines. Click the extension number that needs its settings adjusted. In

Basic Options - Call Queues

Published March 9th, 2023 by Val Campos

Basic Settings The basic section of the call queue settings allows users to name and select the extension number of a newly created call queue.  Name The Name field can be used to name the newly created call queue.  WARNING: Avoid using special characters.   Extension In the Extension box, type in the next available extension number to use for this

In Queue Options - Call Queues

Published March 8th, 2023 by Val Campos

In Queue Settings In the process of creating a call queue, there is a tab of settings that come becomes available for users managing call queues. This tab is called the In Queue Options. Queue Ring Timeout The Queue Ring Timeout is how long the queue will try to ring agents before following an exit option. This exit option is configured as the If Un

Enswitch - Create a Queue

Published May 30th, 2023 by Val Campos

What is a Queue? When your business/organization experiences a large call volume, queues can help by distributing out calls to agents (known as destinations). Callers waiting in a queue will hear music on hold or ringing until a destination is available to take a call.  Note: Each destination is only sent one call at a time.   Step 1: Create a Queue

Apply a Template to Your Phone

Published April 14th, 2023 by Val Campos

When you are customizing your phone, you have the option to apply a created template. This can help expedite the process of configuring your phone. To do this… Visit the Phones page of Stratus. Click the Phone Manager icon next to the phone that needs to be edited.  ✔ Doing so will pull up the Phone Manager tool for your phone.   Click the Templates

Enswitch - The Call History Archive

Published April 26th, 2024 by Val Campos

If you are looking for a call that not able to be found in the Call history page due to how long ago it was handled, you can view the Call history Archive to pull a .CSV file of calls from the month of that call.  To view your Archive call history page, navigate to Reports → Call history Archive. In the Archived call history menu, you can find and d

Change Your Phone's Directory Source

Published April 14th, 2023 by Val Campos

Adjust the Directory Source The source of the directory will determine what contacts a phone will display when the Remote Phonebook of your phone is accessed using the Directory button on your phone. To adjust your phone's directory source… Visit the Phones section of Stratus. Click the Phone Manager icon next to your phone.  In the Phone Manager pa

Enswitch - Backup a Mailbox's Greeting

Published September 18th, 2023 by Val Campos

Download a Backup It is recommended to download a backup of a mailbox's greeting when you are replacing that mailbox's greeting for special events. To download a copy of a mailbox's greetings, click the Download button to save that original mailbox greeting to your PC. ✔ Doing so will download a .wav audio file of their mailbox greeting, which can b

Reference Your Yealink CP965's Screens and Icons

Published September 1st, 2023 by Val Campos

CP965 Layout # Component Description 1 Mute Key Toggles mute on and off. This key also shows the status of the phone and its calls using a LED. 2 Touch Screen Displays information about calls, time, date, and other relevant information.  3 Volume (-) Touch Key Lowers the volume of the speaker, ringer, and other media. 4 Volume (+) Touch Key Increase

Enswitch - Redirect Calls Using the Control Panel

Published May 3rd, 2024 by Val Campos

In the Enswitch web portal, you can use the Control Panel to view calls that are being handled and any functions (e.g., user, phone number, voicemailbox, queue, IVR menu, etc.) that have been configured to be shown in the Control Panel.  To view the general Control Panel. navigate to the Control panel page. While looking at the Control Panel, you ca

Enswitch - Web Portal Faxing

Published May 21st, 2024 by Val Campos

As an Enswitch user, you can use the Enswitch web portal to send faxes to other people. The web portal can also be used to view and manage the faxes that have been sent to your mailbox. The mailbox that stores these faxes also stores your voicemail messages.  Send a Fax On the Send a Fax page of the web portal, you can send faxes to people as needed

Pick Up Calls for Another User - Enswitch

Published October 27th, 2023 by Val Campos

Pick Up a Call As an Enswitch user, you have the ability to pick up calls for other users. This can be useful whenever a teammate needs to step away from their phone.  To pick up a call, you can… Use the Pickup key on your SpectrumVoIP desk phone. Dial a code on a SpectrumVoIP device. Use the Pickup Key on Your Desk Phone While there is an active ca

Join a StratusMEETING Conference

Published October 2nd, 2023 by Val Campos

Join a Meeting When there is a video conference that is active and ready for participants to join in StratusMEETING, these participants can join with ease. There are different ways attendees can join a meeting that is active: Use StratusMEETING. Use the meeting invitation sent to their email. Use StratusMEETING In the StratusMEETING page, click JOIN

Record a Video Conference in StratusMEETING

Published October 2nd, 2023 by Val Campos

Record a Meeting While you are video conferencing using StratusMEETING, you can record your meetings so that you can allow yourself to download and view recordings.  Meetings can be set to automatically record, and the recording of an active meeting can be started and stopped by Hosts at any time. Automatically Record a Meeting To have your meeting

Recycle Old Users into New Users

Published August 7th, 2023 by Val Campos

Recycle an Obsolete User If you have an old user that is not being used anymore, you can easily recycle the user to reuse that extension for a new user. This can help you avoid having to add a seat to your bill. To recycle an old user to save some money… Navigate to the Users page and select the user needing a recycle. Visit the Advanced tab in the

Forward Voicemails in the Stratus Web Portal

Published February 21st, 2024 by Val Campos

Using the Stratus web portal, you can easily check your voicemails and forward voicemail messages to other users. To do so… In the NEW VOICEMAIL MESSAGES section of your Home page, click the Forward icon next to the voicemail you want to forward. In the search box that appears, type the name or extension number of the user to forward the voicemail t

User Scopes for Stratus Users

Published August 14th, 2023 by Val Campos

User Scopes A user's view of the portal and the settings they can adjust are determined by their User Scope. These scopes have pre-defined names and privileges. Office Managers, Site Manager, and Call Center Supervisor have more flexibility regarding the view of the users.  The User Scopes for Stratus include… Office Manager – This scope provides ac

Enswitch - Configure the Queue Panel's Options

Published May 3rd, 2024 by Val Campos

While you are using the Queue Panel to monitor queues and their agents, you may need to adjust the Queue Panel to show specific bits of information or queues. Using the Panel Options menu, you can adjust your Queue Panel to match your preferences. To configure the Panel options… Click the Panel Options button. In the Panel options menu, adjust the f

Set Up Voicemail to Email Notifications for Your Users

Published July 13th, 2023 by Val Campos

Configure Email Notifications for Voicemails Users with the Office Manager user scope are able to adjust the Email Notification settings for Users on their own account. Click on the Users Button. On the Users page, scroll or use the search bar to find the user that needs email notifications.  Click the user's name you want to update the email notifi

iOS - Set Controls in Your Stratus App

Published May 26th, 2023 by Val Campos

Set up Controls In the Stratus app, you have ability to adjust and set certain Controls. These Controls range from allowing a headset/headphones to control calls, showing a button for picking country codes, and deciding how GSM calls should be handled.  To explore these settings… Navigate to the Keypad tab. Tap the Settings icon. Touch Preferences.

Create a Lunch Auto Attendant

Published February 28th, 2024 by Val Campos

Why Use an Auto Attendant for Lunch? If your office observes a period of time for lunch where calls are not handled, having an auto attendant handle those calls can help your callers avoid any confusion. This lunch auto attendant can tell your callers that the office is closed. This auto attendant can also allow callers to select how their call shou

Common Fax Failure Errors

Published April 7th, 2023 by Val Campos

Fax Errors While sending faxes using your fax machine or fax-to-email service, you may see various error messages when a fax runs into issues being sent. These fax error messages can usually be referenced from fax confirmation messages printed by your fax machine or received by your email tied to one of our fax-to-email services. The Call Dropped Pr

iOS - Manage Contacts in the SpectrumVoIP ES App

Published June 5th, 2023 by Val Campos

Create New Contacts Using the app, you can add in more contacts to be viewed and used in the Contacts tab. WARNING: In order for new contacts to be added using the Keypad and Contacts tabs, the SpectrumVoIP ES App must have permission to access your device's contacts.  This allows the app to add to your Address Book section of the Contacts tab.   Us

Poly Edge E Set Up Guide

Published September 22nd, 2023 by Val Campos

Assemble the Phone The first step to setting up a Poly Edge E phone for the first time is to assemble it. To assemble one of these phones, you will need to attach the handset and the phone's stand. Attach the Stand The stand piece can attach to the back of the Poly Edge E phone to allow the phone to stand up at an angle on a desk. Firmly push the st

Android - Conference Calling with Your SpectrumVoIP Stratus App

Published August 30th, 2023 by Val Campos

Conference Calls Using your SpectrumVoIP Stratus app, you can add more people to an active call to form a conference call.  Establish a Conference Call Touch the Add call button to add more people to an active call in the form of a conference call. To form a conference call: On the call screen, tap the Add call button. Quick Tip: Tap BACK TO CALL to

Manage Your ES Desktop App's Quick Dials

Published August 10th, 2023 by Val Campos

Manage Quick Dials In the Contacts tab, you can create, edit, and use quick dials to make calling your contacts quick and easy.  Create Quick Dials To create a Quick Dial… Navigate to the Contacts tab. Ensure that the Quick Dial folder is selected using the drop-down menu. Click the Add + icon. In the Add a quick dial window, fill in the following i

Enswitch - The Default Destination for Phone Numbers

Published May 17th, 2024 by Val Campos

What is a Default Destination? When a phone number receives a call outside of a phone number's set Time Routes, the call is routed according to what is set as the Default Destination.  Quick Tip: The purpose of the Default Destination depends on whether or not the phone number has time routes.  If the phone number does not have any Time Routes, then

Stratus Voicemail Notifications

Published May 1st, 2024 by Val Campos

In a user's voicemail settings, you can implement notifications. There are two kinds of notifications you can implement: voicemail notifications and persistent voicemail reminders. View a User's Voicemail Notification Settings To view a user's voicemail settings in the Stratus web portal… 1. Navigate to the Users page of Stratus. 2. Search for the u

Enswitch - Hang Up a Call

Published June 20th, 2024 by Val Campos

At some point, it may become necessary to remotely hang up a call. This could be useful for dropping a stuck call or preventing a spam/robo caller from wasting the time of your agents. To hang up an active call… Log into your Enswitch web portal.  Navigate to Reports → Active calls. On the Active Calls page, select one or more calls and click the Ha

Conference Calling on the SpectrumVoIP ES Desktop App

Published August 17th, 2023 by Val Campos

Host a Conference Call You have the ability to add more people to an active call to form a conference call. In this conference call, you can speak to multiple people at once.  Establish a Conference Call To start a conference call… Click the Add call icon. Use the Add call dial pad to dial the extension number or phone number of the person you would

Return Policy

Published September 26th, 2023 by Val Campos

Return New/Unused Products We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for an exchange or return… Your item must be in the same condition that you received it.  Your unused device will need to be returned in its original packaging.  You will need the receipt or proof of p

Adjust Your Stratus Account's Settings

Published March 5th, 2024 by Val Campos

Your Profile Settings As a Stratus user, you can update any of your Stratus account's Profile information.  This information includes… Your basic account information that includes your first and last name, time zone, and directory preferences.  Your Caller ID information. Your account security information. Your voicemail PIN. To view and update thes

Adjust Your ES Desktop App's Sound Settings

Published August 9th, 2023 by Val Campos

Set Your App's Ringtone On your ES desktop app, you have the ability to adjust what ringtone will play when you receive a call.  To adjust your ringtone for the desktop app… Click the Settings icon. Navigate to the Notifications tab of the Settings window. Use the Ringtone drop-down to listen to and select a new ringtone to use for incoming calls. C

Enswitch - The Control and Queue Panels

Published May 2nd, 2024 by Val Campos

Your Enswitch web portal offers two useful tools: the Control Panel and the Queue Panel.  The Control Panel allows you to view your agents' statuses and drag and transfer calls to users, mailboxes, IVR menus, queues, feature codes, and phone numbers that are set to be shown in the Control Panel. The Queue Panel can be used to view the activity of ca

Enswitch - Pickup Groups

Published May 30th, 2023 by Val Campos

What is a Pickup Group? When a user is unavailable, it may be necessary to pick up their call. This can be done using Pickup Groups.  The telephone lines of users can be present in more than one pickup group. As a member of multiple pickup groups, your telephone line can pick up a call ringing to any telephone line in the pickup groups they are a me

Enswitch - View Your Call History

Published April 26th, 2024 by Val Campos

Using your web portal, you can check your call history to grab a caller's information, keep record of your calling activity, and more. To do so… Log into your Enswitch web portal.  Navigate to Reports → Call history. In the Call history menu, filter the call logs shown using the options below: Show call logs matching Description • Start date & S

How Can I Change My Auto Attendant's Greeting?

Published March 29th, 2024 by Val Campos

Scope: Office Managers can edit the greeting of any auto attendant.  Site Managers can only edit the greeting of Auto Attendants that have been assigned to a Site.    Many businesses use an Auto Attendant to allow callers to listen to a menu prompt and select where their call should be routed using the dial pad of their phones. At some point, the me

Stratus Admin Web Portal Video Tour

Published April 2nd, 2024 by Val Campos

iOS - Manage Your Voicemail with the SpectrumVoIP Stratus App

Published May 16th, 2023 by Val Campos

Check Your Voicemails in the App When there is a new voicemail ready to be viewed and handled, a number will be displayed by your name indicating the number of new messages. Use the Voice Mail Section of the App On the More tab, you can view your Voice Mail and configure your voicemail's settings in the User Settings.   In the Voice Mail section of

Enswitch - Manage a Mailbox's Faxes

Published June 5th, 2024 by Val Campos

As an admin, you can use your Enswitch web portal to check the fax messages stored in a mailbox. To check a mailbox's stored faxes, navigate to Messages → Faxes. You can use the top menu to sort and filter the faxes shown in the mailbox. Option Description Folder Look at faxes stored in a certain folder of your mailbox.  Start date & End date Se

Enswitch - Speed Dials

Published June 13th, 2024 by Val Campos

What is a Speed Dial? Speed dial is a function that allows a user to quickly dial another person by greatly reducing the number of keys that need to be pressed. In the Enswitch platform, a speed dial can be a short series of digits to press, or a button added to a user's desk phone.  As an Enswitch admin, you have the ability to create speed dials t

Android - Set Up Your SpectrumVoIP ES App

Published August 1st, 2023 by Val Campos

Requirements: To be able to log in and use the app, an Enswitch username and password are required.   It is recommended to install this app on mobile devices with Android version 11 or later installed.   Get Started on the App Install the App Search your mobile device's Google Play Store (or any other Android-based app store) for SpectrumVoIP ES and

Enable Call Statistics Tracking for Call Queues

Published September 21st, 2023 by Val Campos

In order for statistics to be recorded, your call center's call queues will need to have Statistics enabled in their Basic settings.  To enable the collection of call statistics for call queues… Navigate to the Call Queues page. Click the Edit Queue icon next to the call queue that needs adjustment. In the Basic tab, use the Statistics drop-down to

Route Your Extension Number to Your Cellphone

Published November 7th, 2023 by Val Campos

Forward Your Calls to a Telephone Number As a Basic Stratus user with access to the web portal, you can adjust your own Answering Rules to have calls forwarded to a telephone number. ✔ This can be useful if you do not have a SpectrumVoIP device and need to answer calls on a personal device, such as a cellphone.   To forward all of your calls to a te

Set Up Call Forwards on Your Polycom VVX Phone

Published September 14th, 2023 by Val Campos

Call Forwarding Your Polycom VVX phone will give you three options of forwards to configure to ensure your calls are being answered when your phone is not available to be answered in certain conditions. Setting a forward can be useful when you need your calls to be handled someone instead of having the caller leave a voicemail. These forwards includ

Auto Attendant Settings

Published March 8th, 2023 by Val Campos

Extra Options While setting up an Auto Attendant, there are extra settings that can be adjusted to fine-tune how the Auto Attendant acts. Click the gear icon on the right to pull up the Options modal where the basic and speech keyword settings can be adjusted.   Basic Options Dial by Extension Dial by extension allow callers in an auto attendant to

Enswitch - Temporary Forward

Published January 11th, 2023 by Val Campos

Set Up a Temporary Forward When you need calls for a number to forward elsewhere during an emergency, you can do so in two ways: Indefinitely forward calls using a Temporary Override. Temporarily forward calls for a specific amount of time using a Time Route. ✔ Forwarding calls can be a great temporary solution while you are experiencing a catastrop

Use the Allow / Block Tool in Stratus to Control Calls

Published October 20th, 2023 by Val Campos

Access the Allow / Block Tool To manage how allowed, blocked, and SPAM calls should be treated, the Allow / Block tool of a user's answering rules can be used.  To access the Allow / Block tool of a user… Navigate to the Users tab. Scroll or use the search box to find the user that needs to manage allowed, blocked, or SPAM calls. Click the Edit icon

Enswitch - Export a Spreadsheet of Your Speed Dials

Published June 13th, 2024 by Val Campos

If needed, a spreadsheet listing out your created speed dials can be downloaded to your PC.  Quick Tip: This can be useful for keeping record of your account's speed dials. Some users print out this spreadsheet to share with their team.    To export a spreadsheet of your speed dials… Navigate to Features → Speed dials to view your account's existing

Set Up Call Forwards on Your Fanvil Phone

Published August 22nd, 2023 by Val Campos

Call Forwarding Your Fanvil phone will give you three options of forwards to configure to ensure your calls are being answered when your phone is not available to be answered in certain conditions. Setting a forward can be useful when you need your calls to be handled someone instead of having the caller leave a voicemail. These forwards include… An

Enswitch - Initiate a Call Using the Web Portal

Published May 21st, 2024 by Val Campos

Using your web portal's Make a Call feature, you can initiate a call between two individuals. This can be done using the Make a Call page of your Enswitch web portal.  ✔ This can be useful for a receptionist/operator that needs to help a coworker initiate a call with a phone number or coworker that they are unsure how to contact.    To start a call

Android - Log In and Log Out of the SpectrumVoIP Stratus App

Published August 4th, 2023 by Val Campos

Sign into the App To get started in the app, sign into the application with your Stratus username and password. To do so… Open the SpectrumVoIP ES mobile app. ✔ You should see the login screen.   Sign in using one of the following methods: Use the Username and Password boxes to type in your Stratus credentials. If you have been provided with a QR co

Send a Welcome Email to a New Stratus User

Published March 12th, 2024 by Val Campos

When there is a new user added, their account will usually start out without a password or voicemail PIN set. As a Stratus admin, you have the ability to send the new user a Welcome Email that allows the new user to finish setting up their account by creating a password and voicemail PIN. Send a Welcome Email to a Single User To send a Welcome Email

Transfer an Active Call to a Cell Phone

Published January 11th, 2023 by Val Campos

Implementation While on an active call, hit the Transfer button. Using the dial pad, dial the cell phone number. Press the Transfer button again. Answer the call on the cellphone to continue the call.

Set an Agent's Priority in a Call Queue

Published July 3rd, 2024 by Val Campos

When you have an agent assigned to multiple queues, it is recommended to set the priority of those queues for the agent so that they are dispatched calls that are more important to them. This will ensure that each agent is handling prioritized calls from the queues that they are an essential part of. To use the Call Center page as an admin to assign

Inbound Routing Users

Published January 26th, 2024 by Val Campos

What is an Inbound Routing User? In your Account, you may notice a special type of user named “Inbound Routing User”. A Routing User is an empty extension that acts as a virtual switchboard operator. An Inbound Routing User will send phone calls to certain destinations depending on the time of day. Organizations will commonly have an inbound routing

Phone Numbers, Lines, Extension Numbers, and Users in VoIP

Published May 16th, 2024 by Val Campos

When you are transitioning from an analog phone system to a VoIP phone system, you may notice some terms used that you have heard of while using your analog phone system. Depending on how your company and previous provider have used these terms, the definition of these terms may differ from how they are used by SpectrumVoIP team members.  Phone Numb

Enswitch - Manage Call Recordings

Published June 6th, 2024 by Val Campos

Once a record group has been created and then assigned, the telephone line(s) assigned to the record group will start recording calls which will then be stored in the record group. Once a recording is stored, it can be viewed and managed in the record group. To manage call recordings in a record group… Navigate to Features → Call recording. Click Re

Create a Park Queue for Call Parking

Published August 24th, 2023 by Val Campos

Build a New Park Queue At some point, it may become necessary to have more park queues added to allow your users to park calls more selectively.  By default, your account should have 3 parks queues already created that your phones' park line keys can be used to park calls in. However, having all calls parked in three parks may not be practical for y

Change a Phone's Directory Source

Published April 14th, 2023 by Val Campos

Access Phone Manager for a Phone To change a phone's Directory source, you will need to access the Phone Manager tool for a phone. To do so… Visit the Inventory section of Stratus.  Select the Phone Hardware tab to view your phones. Click the Phone Manager icon next to the device needing the change. ✔ Clicking the icon will pull up the Phone Manager