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Getting Set Up
- Popular Questions
- Core Features
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Different Setups
- What are the different ways I can set up my phone system to handle calls?
- Setup #1: How To Set Up A Main Greeting With A Menu Of Extensions
- Setup #2: How To Set Up A Main Greeting With No Department Extensions
- Setup #3: How To Simply Forward Calls To A Phone Number(s)
- Setup #4: How To Simply Forward Calls Straight To Voicemail
- Setup #5: How To Simply Forward Calls To Your Mobile App
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Using Unitel
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Extensions
- What are Extensions?
- How to set up Employee Extensions (Users)
- How to set up Department Extensions (Groups)
- How do I manage my Employee (User) Extension Login?
- How do I update the permissions of my Employee Extension User?
- The “Delete” button missing for one of my extensions?
- What is the "Ring for..." field?
- Custom Call Forwarding Schedules
- How to set up Employee Extensions (Users)
- Dial-By-Name Directory
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Greetings
- What are Greetings?
- Setting Up The Main Greeting
- How to set up a Voicemail Greeting
- How to set up an After-Hours Greeting
- Custom Business Hours Schedule For After-Hours Greeting
- What is the maximum file size I can upload for my greeting?
- Why am I unable to record my own greeting from my Apple iOS device?
- Voice Talent Studio
- Call Forwarding
- Inbox
- Voicemail
- Call Logs
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Phone Numbers
- How do I add additional numbers to my account?
- How do I transfer Additional Numbers to Unitel?
- Can I request a specific vanity toll free number?
- Can I buy a toll free number from another company and use it with Unitel?
- How much does it cost to add an additional number to my account?
- If I add an additional number to my account, can I track calls on that number separately?
- If I add an additional number to my account, can I forward it to it's own extension?
- What is a Number Tag and how are they used?
- Why can't I add any more numbers to my account?
- Managing Phone Number Settings
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Faxing
- How do I send faxes?
- How do I receive faxes?
- Can I send and receive faxes?
- Does sending and receiving use my plan's minutes?
- What are the different file formats supported when faxing out?
- Which of my users can access Inbound Faxes?
- Where do I manage my inbound fax notification email & settings?
- How do I configure FaxOut Caller ID
- Settings
- Music On Hold
- Dial Out
- Call Announcement
- Call Blocking
- Dial Pad
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Caller ID Display
- How can I change my caller ID display so my incoming call displays my Unitel phone number?
- How do I make outbound calls so the person I am calling sees my Unitel phone number as my caller ID?
- How can I tell if an incoming call is a personal call or a call forwarding from my Unitel Phone Number?
- My caller ID setting is set to "Virtual Office Number." Why is a strange number appearing instead?
- Why do my calls say 'Spam Likely'?
- Notifications
- Call Recording
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Conference Calling
- Conference Calling vs Web Meetings?
- How do I enable Conference Calling?
- How do I create a Conference Room?
- How many Conference Rooms can I create?
- Where are my recorded Conference Calls?
- Do participants have any additional controls during a conference call?
- Do moderators have any additional controls during a Conference Call?
- How do I use the Unitel Conference Service?
- How many callers can each Conference Room handle?
- How are Conference Calls Rated / Billed?
- What are the different options for Conference Rooms
- Voicemail Transcription
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SMS Toll Free Texting
- Does Unitel offer SMS toll free texting?
- How long does it take to add toll free texting to my service?
- Can I send out a text message to a group of people?
- Can a toll free number send or receive text messages from a cell phone?
- What is SMS toll free texting?
- How does toll free text messaging work?
- How much does SMS toll free number texting cost?
- Do I have to use Unitel's toll free number service to enable SMS texting?
- Can I keep my current toll free number with my current provider?
- Why is toll free SMS texting useful for customer support teams?
- Why is SMS toll free texting useful for sales and marketing teams?
- Who uses toll free SMS texting now?
- What are the benefits of SMS toll free texting service?
- How do I send an outbound text?
- Can I send an image when texting?
- How do I update the email destination for text messages?
- How do I add an additional email to receive text messages?
- Can I receive messages from a shortcode?
- How do I delete or remove users from receiving text messages?
- Error: “Fail: not from a valid long-code” when replying to a text?
- What is TXT Relay?
- What is External ID?
- What is a Distribution List?
- What is a Quick Reply?
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Extensions
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Account Management
- Account
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Billing
- What's the difference between Incoming Minutes and Outgoing Minutes?
- How do I update my billing info?
- Why is my first invoice so high?
- How do I access my Invoice?
- Does making an outbound call use my minutes?
- What if I go over my plan’s allotted minutes? How will I be charged?
- How do you bill for partial minutes used?
- Do unused minutes rollover?
- How is my service billed?
- How is my overage calculated?
- Do you accept PayPal?
- What are the acceptable forms of payment?
- How do I update the billing name on my account?
- What is a credit limit warning?
- What is the difference between billed annually and billed monthly?
- Why am I getting charged monthly when I signed up for annual billing?
- How do I change my plans between monthly billing and annual billing?
- What fees are added to Unitel's plans?
- What is the Carrier Recovery Fee?
- What is the Anti-Spam Recovery Fee?
- What does STIR/SHAKEN mean?
- Why do I have a negative amount in my Account Balance?
- Forms
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Misc. Questions
- What is the Unitel Phone System?
- Do I need to install new phone lines or equipment?
- Does Unitel completely replace my existing telephone service?
- Do I have to sign a contract?
- Does Unitel have any setup fees, cancellation fees, activation fees, or porting fees?
- Where are your data centers located?
- Can I keep my existing number and use it as my Unitel phone number?
- Who owns the numbers that are assigned to me by Unitel and can I port or transfer them?
- Do you offer SIP Trunking?
- Is Unitel Voice HIPAA Compliant?
- Can my Unitel phone number receive a call from an international number?
- How many concurrent calls can the system handle at once?
- Does your network have a disaster recovery plan? Is it redundant?
- Does my Unitel service include international calling?
- Do I have to get a toll free number or can I use a local number?
- Is the Unitel Virtual Office Phone System easy to set up?
- How does international calling work with Unitel?
- Why am I no longer receiving my voicemail notifications in my email inbox?
- Do you offer 411 Service?
- What is 411?
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Mobile App
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Login & Get Started
- How do I download the app?
- How do I log in to the app?
- How do I navigate within the app?
- What can I do within the Virtual Office navigation?
- Why does the app ask for permission to use so many of my device's functions?
- What can I do within the Keypad Navigation?
- What can I do on the History screen in my Mobile App?
- What is the app?
- How does 911 work?
- Making & Receiving Calls
- Settings
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Troubleshooting
- How do I troubleshoot call quality issues when making calls from my Mobile App?
- Why are some of my voicemails missing from my app?
- Troubleshooting App Call Quality - Prefer Mobile Data
- What does the notification mean: Your account expired on the push server?
- Enable Mobile App Troubleshooting Log for Advanced Troubleshooting
- Send Mobile App Troubleshooting Log to Technician
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Mobile App FAQs
- How do push notifications work with the app?
- What are some of the best practices when using the app?
- How much data does my app use?
- What are the numbers displayed on the Inbox navigation icon and the Calls icons?
- How do I reset the Calls Counter?
- Can I control call waiting when using the app?
- Can I lock my device while using the app on a call?
- Can I make international calls from my Unitel App?
- How do I check the version of my Unitel App?
- How can I manage permission to my mobile phone’s contacts for the Unitel app?
- How can I change the Unitel app permissions to my contacts / camera / microphone after the app is installed?
- Do I need to keep the Mobile App open to receive calls?
- Prevent Call Interruption on App
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Login & Get Started