AVOXI Core FAQs
Need help navigating the AVOXI Core Online Portal? Select a category from the table of contents listed below to get answers to frequently asked questions about AVOXI Core, our hosted PBX platform.
AVOXI Core Online Portal FAQs
I forgot my password. How can I recover it?
To recover your AVOXI Core Online Portal password, visit the login page and click on “Forgot Your Password.” Then, enter your username and the email address associated with your AVOXI Core account. If the username and email address match, you will receive an email with a temporary password. To change your password, click “My Account Profile” within the Online Portal and click “Edit Password.”
I forgot my username. How can I recover it?
Due to our extensive security measures, you will not be able to recover your username through the Online Portal. If you forget your username, please contact our Customer Support team at firstname.lastname@example.org. An AVOXI Customer Support representative will contact you to confirm your identity and provide you with the username for your account.
I would like to provide different access levels to different employees within my organization. How do I do this?
The AVOXI Core Online Portal has two different types of login credentials: one for administrators, and one for users. The administrator login provides full access to the entire account, including all numbers and extensions. The user login allows individual users to manage their own phone numbers, extension settings, voicemails, call recordings, and forwarding rules. For more information about Online Portal access levels, please contact the Customer Support team at email@example.com.
The Online Portal is not working. I can't see some of the information in my account.
The AVOXI Core Online Portal may not work with older browser versions. If you are not using the latest version of your browser, you may experience problems.
Download the latest version of your browser:
- Update your Google Chrome browser: https://www.google.com/chrome/browser/desktop/
- Update your Firefox browser: https://www.mozilla.org/en-US/firefox/new/
- Update your Opera browser: http://www.opera.com/
- Update your Safari browser: https://support.apple.com/downloads/safari
How do I make payments online?
To make payments online, go to the 3 bar icon located at the top right corner of your Online Portal. Then, navigate to Invoices and click on the “Status” next to the invoice you would like to pay. A pop up window should appear; if you have a payment method on file with AVOXI, the credit card information will populate automatically. Enter the amount you would like to pay and click on the “Pay Now” button.
How do I change my credit card information?
Unfortunately, customers cannot change their payment information from the Online Portal at this time. If you need to change your credit card information, please contact our Customer Service team at firstname.lastname@example.org.
I see that I have a credit limit on my account in the Online Portal. What does this mean?
AVOXI uses credit limits to protect customers from potential fraud. Typically, the credit limit is set based on your usage and the monthly fees associated with your AVOXI services.
The Online Portal shows that I have a balance. What is the breakdown of the charges?
To access your AVOXI Core invoices, log into the Online Portal and click on the 3 bar icon located at the top right corner of the Portal. Then, click on the option labeled Invoices, and select the first invoice from the top of the list. The invoice should automatically download to your browser; on the invoice, you will see a breakdown of all the charge details for that time period.
What is the INTFEE on my invoice?
An INTFEE is an international transaction fee.
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. Learn more.
What billing increments am I charged at, and how do they differ?
To estimate your monthly call charges, you need to understand how different billing increments work. Click here to learn about the three different billing increments that AVOXI uses and will provide you with a short breakdown to better understand just how much your calls will cost.
The information under my account profile is wrong. How do I update it?
To update your account profile information, click the “My Account” button on the home page. Or, select the 3 bar icon located in the top right corner of your Online Portal, and click the “My Profile” page from the dropdown menu. On this page, you should see a button that says “Edit Profile.” Click on this, and you will be able to update your account details.
What is the difference between a Customer Admin Login and an Account Login?
As an AVOXI Core customer, you are provided with login information that allows you to access the Online Portal as a “Customer Admin.” While you are logged in as a “Customer Admin,” you will be able to see all accounts and numbers that have been created under your unique Customer ID.
You can also choose to provide each user on your system with individual “Account” information. This will allow each user to make changes to their own extension / account without seeing any other numbers or extensions.
What codecs does AVOXI Core support?
AVOXI Core supports a wide range of codecs. However, our default codec is G.729. If you have any questions about alternate codec support, please contact our Customer Support department at email@example.com.
Help! I am experiencing poor call quality.
Poor call quality may the result of several factors; but, the most common cause of poor call quality is insufficient Internet bandwidth. To help our Customer Support team determine the cause of the issue, you will need to supply a specific call example.
When you submit a case to Customer Support, please include the following information:
- Time and date of the call
- Direction of the call (inbound or outbound)
- The number that was dialed
- The calling number
- The type of Internet connection you are using
- The bandwidth of your Internet connection
How do I dial long distance numbers?
When dialing numbers in AVOXI Core, all you need to dial is the country code, area code, and the phone number itself. For example, if you are dialing a long-distance number from the United States, you do not need to dial the 011 exit code for the US.
Billing & Account Inquiries:
Customer Support Hours
Monday – Friday: 7 AM – 12 AM UTC
Emergency Support: 24/7