FAQ

General FAQ

How does caller ID work with VoIP?

It is possible to change the outgoing caller id if you require this. The incoming caller ID is dependent on what is sent into the system by the incoming carrier. There are many different facets to caller ID and how it works with various products and or systems. If you have specific needs, please contact support to learn more.

What VoIP protocols do you support?

AVOXI supports SIP as the protocol of choice for VoIP.

What codecs do you support?

We support a wide range of codecs, however; our default codec is G729. If you have specific questions about alternate codec support, please contact support.

How do I configure my firewall for VoIP traffic?

VoIP traffic is very different from regular IP traffic. It may be necessary to do more than simply open ports on your firewall to allow VoIP traffic to run properly across your network. Some firewalls are VoIP-aware and require less setup, but if your firewall is a traditional one that is not VoIP aware, you may need to have the administrator setup specific rules that allow for all of the proper signaling and dynamic port assignment. The first step in getting your network ready for VoIP traffic is to download and complete our Network Survey.

How do I track my case in support?

If you wish to start or track a support case you can find the link to the customer support portal here: http://www.avoxi.com/self-service-portal/ . To begin, you must have an account login and password which can be obtained by emailing customer service at service@avoxi.com Simply login to the portal at the above link and then click the “Log a Case” tab to start a support case, or click the “View Cases” tab to see your current cases. Select the case you wish to track and click on it. You will then be able to see the case details as well as the case status.

How can I get an account statement?

Each month, we will send you a detailed report of your call traffic as well as your current bill. Depending on the product that you are using, you will receive the detailed record as a CSV or another type of file that can be opened in Excel. If you require a customized report (e.g. a specific time period or a report that contains different information than normal) Feel free to contact Customer Service at: service@avoxi.com with your request.

I am experiencing poor call quality.

Poor call quality most frequently occurs due to insufficient internet bandwidth but could result due to a number of causes. In order to help our support team get to the bottom of the issue you will need to supply a specific call example. Please gather the following information: -Time and Date of the call -Direction of the call (inbound or outbound) -The number that was called -The calling number -The type of internet connection you have (we recommend that you have a dedicated connection for voice traffic) -The bandwidth of your internet connection. Once you have this information, please contact support using any of the methods on the support contact page.

How do I set up my hardphone/softphone client?

AVOXI recommends CounterPath softphones, and Polycom, Digium, or Snom for hardphones. Setting up your phone will depend on what type of phone you have as well as which product the phone is going to be setup on. –CounterPath Eyebeam; AVOXICounterPath Eyebeam; Smart QueueCounterPath Bria; AVOXI CoreCounterPath Bria; Smart Queue -Polycom; AVOXI Core -Polycom; Smart Queue

What is the INTFEE on my invoice?

The INTFEE is an administrative cost recovery fee for worldwide tax and regulatory compliance. As AVOXI has multiple international offices and provides services worldwide, we deal with many different tax and regulatory entities. In many countries, telecommunications is a regulated service. And the cost of compliance is no small expense. The INTFEE helps us defray the cost of the compliance with these bodies to help us provide international services. To be clear, the fee is not a direct cost recovery for actual taxes and regulatory fees but instead for the compliance side—legal and regulatory counsel and filing costs. Currently, AVOXI’s INTFEE is 17.3%. For further information, please see our Terms and Conditions.

AVOXI Core FAQ

What is the difference between customer admin login and account login?

As an AVOXI Core customer, you are given log in information that allows you to log in as a “Customer Admin.” When logged in as a “Customer Admin” you will be able to see all of the accounts (phone number bearing accounts as well as internal accounts) that have been established under your customer id. At your option, you may supply login information for each user on your system to allow them to log in as an “Account.” This will allow them to make changes to their own account without seeing any other account.

How do I read my bill?

You can download an explanation of your bill here.

How do I contact support?

Technical support is available via email, phone and chat depending on which country you are in. Please see the following page for contact information: http://www.avoxi.com/support. If you require assistance with your bill or need some type of records from your account, please contact customer service at service@avoxi.com with your request.

How do I set up IVR / Auto Attendant?

To setup assist you in setting up your auto-attendant, please feel free to download this guide: Setting up an auto-attendant in AVOXI Core.

How can I get a CDR?

CDRs or XDRs as they are called in AVOXI Core are available by logging into the customer admin interface, going to the “Billing” tab and then clicking the “transactions” link.  That link will allow you to search for specific call data records by entering date and time information.

How can I get an account statement?

Each month, we will send you a detailed report of your call traffic as well as your current bill. Depending on the product that you are using, you will receive the detailed record as a CSV or another type of file that can be opened in Excel. If you require a customized report (e.g. a specific time period or a report that contains different information than normal) Feel free to contact Customer Service at: service@avoxi.com with your request.

How do I dial long-distance numbers?

When dialing numbers in AVOXI core, you are not required to dial anything more than the country code, area code and number. You no longer need to dial 011 before international long distance calls for example. If you wish to change this, you may setup dialing rules in the user interface under the customer admin login.

How do I set up my voicemail?

Voicemail settings can be accessed in two ways. First, you may call into the Voicemail IVR/Menu by dialing *98 from an IP Phone that is registered to your account. Depending on the phone settings, it may be necessary to dial *98 prior to hearing a dial tone and then press “dial” on your phone. You may download a guide to navigating the Voicemail menu hereIt is also possible to access your Voicemail settings via the web. You may download a guide for accessing and updating these settings via the phone here: Setting up voicemail in AVOXI core. To setup and administer your voicemail using the web-based interface please see this guide: Setting up voicemail via the web.

How do I forward my number?

For step by step instructions on forwarding calls coming from your AVOXI Core Smart number, please download this guide:AdvancedForwardingGuideAC  

How can I make a payment in the self-care portal?

You can follow the steps shown in this PDF Make Payments in the Self Care User Portal.

Issues surrounding the AC Pro Update

We have resolved the issue regarding the ability to view your numbers and other information in the Customer Portal under IP Centrix. If you still cannot see your numbers to make changes to them, you will need to clear your browsers Cache via the instructions below. In Chrome: https://support.google.com/chrome/answer/95582?hl=en In Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache In Safari: https://discussions.apple.com/thread/4448839?tstart=0 In Internet Explorer: http://support.microsoft.com/kb/260897.

Smart Queue FAQ

How do I log in to my Smart Queue customer portal?

For step by step instructions on logging in to your Smart Queue customer portal, please follow these steps: How to Log into Smart Queue Guide

How can I obtain or save a call recording from a specific call?

For assistance on obtaining your call recordings in Smart Queue, please download this guide: Obtaining Call Recordings Guide

How do I complete a quality assurance form for my agents?

For instructions on completing Quality Assurance forms in Smart Queue please download this guide: Completing Quality Assurance Guide

How am I able to run a custom report?

For step by step instructions running custom reports in Smart Queue, please download this guide: Running Custom Reports Guide

How can I create an agent-specific custom report?

To create agent-specific customer reports in Smart Queue, please follow the steps provided in this guide: Agent-Specific Custom Reports Guide

How can I monitor my agents in real time (live monitoring feature)?

To access living monitoring in Smart Queue, please follow the steps provided in this guide: LiveMonitoringGuide

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