Home End Points

End Points

Guides on configuring and managing end points, including devices and SIP configurations, for seamless communication.

By Osama and 1 other

• 18 articles

Users

Overview Users in Evo Voice are endpoints capable of making and receiving phone calls and chat messages. These users may also be referred to as Devices or Extensions in some systems. In Evo Voice, a User can represent: - An operator logging into the HostedSuite Console. - Individuals using the mobile app. - Users utilizing the softphone feature. - SIP devices like Polycom phones or SIP-based softphones. Creating a User: To create a user: 1. Navigate to the Endpoints section in Evo Voice and click on "New Endpoint" > "User". 2. Fill in the following fields: - Customer: Is this user associated with a specific customer? - First Name/Last Name: Descriptive names for caller ID, etc. - Email Address/Password: Used for signing into the App/Soft Phone and configuring HostedSuite. - Mode: Choose from Soft Phone, SIP phone, or Flow (unless specifically for a SIP device, set to Soft Phone). 3. Click "OK" after specifying all fields. User Flow: Assigning a Flow to a User is crucial, as the User's flow is executed when attempting to make outbound calls or chat messages. For instance: - When clicking the Dial button in the app and entering a phone number. - When a SIP device dials a number. - When an operator in the HostedSuite console dials out/transfers. Extensions: Evo Voice does not operate with traditional extensions by default, but it can be configured to work that way if desired. User Flow Examples: 1. Simple User Flow Example: Create a Flow named "Users" and assign it to the User. Add a Say node to the Flow, which echoes back whatever the user tries to dial. 2. Realistic User Flow Example: Use the String Match node to compare dialed numbers. For example, dialing 4000 rings Alex, 4001 rings Patrick, and any other number attempts to connect to the outside world. Note: Extensions can be reused in different flows without causing conflicts. Understanding User flows is essential as they dictate the actions when users attempt to dial out or engage in communication. SIP Phones When a user is configured as a SIP Phone, the SIP tab becomes enabled, displaying information similar to the following: Note: The SIP password used for the SIP device is different from the password configured earlier when creating the User. You can reveal the SIP password by clicking the Eyeball icon next to the password field. Configuring SIP Devices Here's an example configuration for a Polycom device: Please use the Domain field for all SIP server settings (Outbound Proxy, Registrar, etc.). If all fields are entered correctly, your SIP device should REGISTER successfully. e911 To enable emergency dialing on a SIP Phone, refer to the dedicated E911 topic. Troubleshooting SIP Devices - Nothing happens when you dial: Ensure that you have assigned a Flow to the User Endpoint. The User's flow determines the action when dialing out. - Device doesn't REGISTER: Verify that you are using the password shown on the SIP tab, as it differs from the one used during user creation. Additionally, ensure that you enter a fully qualified username (e.g., user@domain) as shown in the Polycom example. Flow Mode Users Flow Mode is a user mode that works differently from Soft Phone and SIP modes and is not commonly used. How Soft Phone and SIP Modes Work In Soft Phone and SIP modes, the Flow and its settings associated with the user are always used when that user makes an outgoing call. For example, when a SIP phone or the app dials a number, the user’s Flow is automatically applied. How Flow Mode Is Different Flow Mode works differently. Flow Mode users cannot sign in directly. Instead, they can be called through a Dial Node, which will trigger the Flow specified for that user. Example Use Case: Auto Attendant Flow Imagine you want to create a call tree (Auto Attendant) with extensions. Normally, your Prompt Node might be used to ask the caller to press a number for different options. Without Flow Mode, you can’t easily dial into this Flow from your SIP phone without complex configuration. With Flow Mode: 1. You can create a Flow Mode User and assign the Auto Attendant Flow to that user. 2. Configure your main outgoing flow for SIP/Soft Phone users to dial by extension. 3. When someone dials the Flow Mode user's extension, the Dial Node won't simply call that user. Instead, it will execute the Flow assigned to the user. Flow Mode User Analogy Think of a Flow Mode user as someone who has forwarded their phone to a specific Flow. Dialing this user’s extension won’t call the user directly but will execute the Flow with the settings specified for that user. Important Notes - Multiple Flow Mode Users: If you have more than one Flow Mode user in the Dial Node, only the first one in the list will be used, and the others will be ignored. - Not Commonly Used: Flow Mode is a special use case and typically does not need to be understood or configured by most users. In summary, Flow Mode allows for advanced configurations using Dial Nodes to trigger specific flows, like Auto Attendant, based on user extensions.

Last updated on Jan 08, 2025

Skype

Overview: Similar to SMS, Facebook, and Slack, Evo Voice supports Skype endpoints for handling Skype messages via a Flow. It's important to note that Evo Voice controls a new Skype Bot rather than taking over an existing Skype account. Creating a Skype Bot: 1. Sign in to Azure: - Access the Azure portal at https://portal.azure.com. - If you don't have an Azure account, sign up at https://azure.microsoft.com/en-us/free/. 2. Create a Bot Channel: - Click "Create a Resource" > Search for "Bot Channels Registration" > Click "Create." - Configure the new Bot Channel, but don't make any changes yet. 3. Create Skype Endpoint in Evo Voice: - In Evo Voice, navigate to the Endpoints section and click on "New Endpoint" > "Skype." - Associate it with a Customer and give it a Name. 4. Configure Bot Channel: - Provide a name for the Bot Channel and select a location. - Associate the Bot with a Resource Group and configure Application Insights if necessary. - Paste the Skype Messaging Endpoint from Evo Voice into the Messaging Endpoint field. - Click "Create" and wait for Azure to create the Bot Channel. 5. Finish Configuring Evo Voice: - In Azure, click "All Resources" > Select the Bot Channels Registration > Click on "Settings" > "Manage" under Microsoft App ID. - Generate a Client Secret, copy it, and paste it into the Skype App Secret field in Evo Voice. - Copy the Microsoft App ID from Azure and paste it into the Skype App ID field in Evo Voice. - Save your Endpoint in Evo Voice. 6. Finish Configuring Skype Bot: - In Azure, click on the "Channels" section, then click the Skype icon button. - Enter a description for the bot, save, and accept the terms of service. - Publish the Bot to make it live for everyone. Testing Skype Integration: - In Azure, on the Channels page, click on the Skype channel link to get a link to add the Bot to Skype. - Click the "Add to Contacts" button and allow the browser to open the link in Skype. - Test the bot in Skype. Conclusion: In this article, we've created an Azure Bot and configured it for Skype, as well as configured a Skype endpoint inside Evo Voice. While the example flow used here is simple, like all Chat Endpoints, you can do much more within a Flow.

Last updated on Dec 16, 2024

Phone numbers in Evo Voice

Overview: Phone Numbers serve as endpoints accessible to the external world for dialing purposes. In some systems, they are referred to as DIDs (Direct Inward Dialing). In the United States, phone numbers typically consist of 10 digits, such as 555-666-7777. Phone Numbers facilitate both voice and chat-based communication. When someone dials the number, it triggers a voice Flow, while sending an SMS message to the number initiates a chat Flow. Purchasing a Phone Number You can easily purchase a phone number within Evo Voice. Simply follow this guide to complete the process. Associating Phone Number with Flow After purchasing a new phone number in Evo Voice, it's crucial to assign it to a Flow immediately to ensure proper functionality. Failure to do so may result in no action when the number is called. Follow this guide to learn how to set an initial flow for a new phone number. Virtual Phone Numbers Virtual phone numbers are an advanced feature primarily utilized with SIP trunks. These numbers generate an entry in our database, enabling assignment of flows and other configurations. However, they will only ring if a SIP trunk is configured to send the number in the TO header of the SIP INVITE. In most cases, only a small subset of Evo Voice users will need to employ this feature, typically following specific instructions from the Evo Voice team. Verified Caller IDs One valuable feature of Virtual Phone numbers is the capability to make outbound calls with a non-owned caller ID. You can use this guide to verify a caller ID in Evo Voice. Deleting a Phone Number In general, we recommend deleting a Phone Number only if you are absolutely certain that it will never be used again. It's important to understand that deleting a phone number releases it on the Twilio side, which means there's no guarantee you'll be able to retrieve the same number again. Deleting a phone number permanently releases it. System Failure Messages Evo Voice provides support for delivering a predefined message to the caller in the event of a complete system failure. While servers failing is an uncommon occurrence in an ideal environment, Twilio allows for a backup URL to be utilized for call routing should such an event transpire. To mitigate potential server failures for this backup URL, Evo Voice offers the capability to generate a hardcoded file containing a predefined message. Twilio will then use this message in the event of a server failure. You can configure a global message to be utilized under System > Settings > Failure. Additionally, we support this feature at a per phone number level.

Last updated on Sep 01, 2025

Managing Phone Numbers

Purchasing a Phone Number To acquire a phone number, follow these steps: 1. Navigate to the Endpoints menu. 2. Click on the "New Endpoint" button. 3. Select "Incoming Phone Number" from the options. 4. Filter the available numbers by area code and/or postal code then hit the Search button. 5. Optionally, associate the new phone number with a Customer. 6. Once you've identified the desired phone number, click the "Buy" button. Upon completing the purchase, the phone number becomes active and ready for use. You can then associate it with a Flow to initiate communication processes. Deleting a Phone Number In general, we recommend deleting a Phone Number only if you are absolutely certain that it will never be used again. It's important to understand that deleting a phone number releases it on the Twilio side, which means there's no guarantee you'll be able to retrieve the same number again. Deleting a phone number permanently releases it.

Last updated on Jan 10, 2025

Fax Numbers

Overview: Evo Voice supports both incoming and outgoing faxes. Purchasing a Fax Number: To begin, you need to purchase a Fax number. Navigate to the Endpoints section and click on "New Endpoint" > "Fax Number". You can search for a fax number similar to how you search for a phone number. Once purchased, proceed with configuring the flow as usual. Fax Flows: Fax flows are configured similarly to flows for other endpoints. However, there are specific nodes that can be used within a Fax flow. For instance, you cannot use a Dial node. In Fax Flows, you can utilize any "logic/decision" node (e.g., time of day, etc.) and any nodes under the Fax section. Here's a simple example of a Fax Flow that receives a fax and emails the PDF to someone: This example employs the Receive Fax node to receive the fax and store it in a PDF file, which is then emailed to the client.

Last updated on Jan 07, 2025

Endpoints

Endpoints Overview In Evo Voice, Endpoints represent entities capable of making and/or receiving communication. They encompass various communication channels and devices. Examples of Endpoints: - Incoming Phone Number (DID): An endpoint that receives communication, such as incoming calls or SMS messages when someone contacts a specific phone number. - User (Device/Extension): An endpoint capable of both making and receiving communication. Users can initiate calls and receive incoming calls. Types of Endpoints in Evo Voice include: - Phone Numbers: Incoming phone numbers capable of receiving calls and messages. - Users: Individuals or devices capable of initiating and receiving communication. - Team: a collection of individual users who are group together. - Email Addresses: Endpoints for sending and receiving emails. - Skype Bots: Automated communication agents integrated with Skype. - Slack Bots: Automated communication agents integrated with Slack. These various endpoint types facilitate versatile communication capabilities within Evo Voice. Endpoints Overview Endpoints in Evo Voice are associated with specific Flows, which dictate the actions taken when communication is initiated. Each Endpoint type has a designated Flow execution scenario: - Phone Number (DID): The associated Flow executes when someone dials the associated phone number or sends an SMS message to it. - User: The Flow executes when the User initiates a call, such as picking up a handset on a SIP device or making a call through the App. - Email: The Flow executes when an email is sent to the specified email address. It's worth noting that Users have a single Flow setting because their communication activities occur within another Endpoint's Flow. For instance, when a User is dialed, it happens within another Endpoint's Flow, such as an Incoming Phone Number, which then executes actions like dialing the User. Endpoints and Customers In Evo Voice, Endpoints can be optionally linked with Customers. When a Customer is associated with an Endpoint, the Customer's data becomes accessible within the Flow connected to that Endpoint. Refer to the main topic on Customers for further details on leveraging Customer-specific data within a Flow. Endpoints Fields Endpoints in Evo Voice can be enhanced with custom data fields, enabling the control of Flows. To manage these fields, navigate to the System > Settings > Endpoint Fields as illustrated below: Once configured, these fields will appear on the Endpoint edit screen under Settings, facilitating customization: To incorporate these fields into a Flow associated with the Endpoint's data, select the Endpoint value source for any field, allowing for seamless integration.

Last updated on Jan 10, 2025

Emails

Evo Voice supports Email functionality similarly to SMS messages, allowing you to manage incoming emails and engage with senders through flows and chat sessions. Overview of Email Functionality 1. Create a New Email Endpoint 2. Assign a Flow to the Email Endpoint 3. Process Incoming Emails Using Nodes in the Flow - Optionally, establish a chat session between the sender and an agent. Step 1: Create an Email Endpoint 1. Navigate to Endpoints - Go to the Endpoints section and click New Endpoint > Email Address. 2. Configure the Email Address - Associate with a Customer: Link the email to a specific customer. - Specify a Prefix: Define a prefix that will be prepended to the email address. - Example: A prefix of "cats" may create an address like [email protected]. - Note: You cannot use custom email addresses in Evo Voice; only system-generated ones are supported. 3. Save the Email Endpoint - Once created, assign it to a Flow for processing incoming emails. Using Your Own Email Address - Evo Voice does not allow direct use of your custom email addresses. - To integrate your email, set up a forwarding rule in your email manager to redirect messages to the Evo Voice-assigned email address. Step 2: Set Up a Simple Email Flow 1. Create a New Flow - Assign your newly created email endpoint to a Flow. - Configure the Flow to handle incoming emails. 2. Example Flow - Incoming emails to the assigned address trigger a reply from the system: Incoming Email: [email protected] Reply: "Thank you for contacting us. We will respond shortly." Step 3: Set Up an Email Chat Flow 1. Create a Chat Flow - Configure the Flow to establish a chat session between the email sender and an agent. 2. Example Configuration - Incoming emails to the endpoint trigger a chat session with an agent (e.g., Una). - When an email is received: - The sender is placed into a chat with Una. - Una can reply directly, and the response is sent back to the sender via email. 3. Sample Interaction - Sender's Email: "Hello, I need assistance." - Agent's Reply (via Una): "Thank you for reaching out. How can I help you today?" This back-and-forth continues until: - The sender types EXIT to end the conversation. - The agent ends the conversation through the app. Key Points to Remember - Evo Voice assigns system-generated email addresses based on your specified prefix. - Forwarding rules are necessary to use your custom email address with Evo Voice. - Email flows operate similarly to chat channels, enabling seamless communication with users. - Chat sessions initiated via email can be managed just like other chat-based interactions in Evo Voice. By following these steps, you can efficiently handle emails and interact with senders using Evo Voice's email functionality.

Last updated on Jan 13, 2025

Modifying Phone Settings: Caller ID, Extensions, and Voicemail

This guide explains how to handle customer requests for modifying phone settings, such as setting up outbound caller ID, extension numbers, and voicemail forwarding. Searching for the Customer’s Account Before making any modifications, you need to locate the customer’s account or phone number. Searching by Name If you have the client’s name, follow these steps: 1. Use the “Filter by name” field. 2. Click the Search button. Searching by Softphone or SIP Phone If you have a softphone number or SIP phone number, you can locate the account using the following steps: 1. In the Filter by Type dropdown, select User. 2. In the Filter by User Mode, choose Softphone or SIP. 3. Use the Filter by Customer field to enter the client’s name. This method also allows you to see how many SIP or softphones the client is currently using. Making Phone Configuration Modifications Changing the Caller ID Once you’ve located the client’s account: 1. Click on the account name. 2. In the Caller ID field, enter the new caller ID. 3. Click Save. Changing the Voicemail Email To update the voicemail email: 1. Locate and open the customer’s account. 2. Scroll down to the VM Email 1 field. 3. Enter the new email address. (You can add up to two voicemail email addresses, or more depending on the client’s setup.) 4. Click Save. Additional Phone Modifications The same process applies for updating the following settings: - VM Audio Greeting - VM Text Greeting - Extension Number - Caller ID Text Special Note for Caller ID Text in SIP Some clients, like Intelligence Office, require a complete 10-digit number as their SIP phone setup rule. Ensure you follow this requirement when updating the Caller ID Text.

Last updated on Feb 18, 2025

How to Create an AI Assistant in Evo Voice

Introduction If you don’t have a Hosted Suite account but still want to use AI-powered call handling, you can create an AI Assistant in Evo Voice. This feature allows you to provide key details that the AI will use to enhance call management and response accuracy. This guide walks you through the process of setting up an AI Assistant in Evo Voice, including key configuration settings. Step 1: Create a New AI Assistant 1. Go to the Endpoints tab. 2. Click New Endpoint. 3. Select AI Assistant as the endpoint type. 4. Enter the Assistant Name and fill in details about your organization. 5. Add as much relevant information as possible to help the AI provide accurate responses. Step 2: Configure the Assistant Settings General Tab - Company Name: Enter your organization’s name. - Greeting: Define the default greeting when calls come through. - About: Provide a brief summary of your company, including background and services. - Links: Add your website and any other relevant links that help AI provide better responses. Integrations - If you have API integrations, enter them here. - Evo Support may need to configure this section if you have additional integrations. Custom Prompt - A customized prompt guides how the AI should respond in specific situations. - For detailed instructions, see Configuring Customized Prompts. Step 3: Adjust AI Settings | Setting | Description | | --- | --- | | Tuning | Optimize AI for precision (detailed responses) or speed (faster responses). | | Accuracy Mode | Uses advanced text-to-speech and speech-to-text for precise interactions. | | Speed Mode | Prioritizes fast responses by embedding key details into prompts. | | Voice | Select a preferred AI voice. | | Voice Style | Set to default unless specific customization is needed. | Step 4: Set General Settings - Customer: Assign the AI Assistant to a specific customer or select None to make it available for all customers. - Name: Set the name of the AI Assistant. - Tags: Use tags to categorize and organize endpoints for easy filtering. - Extension: Assign an extension number for proper call routing. Summary By setting up an AI Assistant in Evo Voice, you can optimize call handling even without a Hosted Suite account. The AI uses company details, integrations, and customized settings to improve customer interactions. 🔗 Next Steps: Learn more about AI features and tools in Hosted Suite

Last updated on Feb 25, 2025

How to Deactivate a Phone Line for Inactive Users

Follow these steps to deactivate a phone line for a customer in EvoVoice. Step 1: Gather Customer Information Before proceeding, ensure you have the following details: - Client Name - DID (Phone Number) to be Deactivated Step 2: Log in to EvoVoice 1. Open your browser and go to evovoice.io. 2. Log in with your admin credentials. Step 3: Locate the Customer’s Endpoints 1. Click on Endpoints in the menu. 2. Use the Filter by Customer option. 3. Enter the client’s name (e.g., Summers Law) and select from the dropdown list. 4. A list of the customer’s endpoints (phone lines) will appear. Step 4: Deactivate the Phone Line 1. Find and select the DID/Phone Number you want to deactivate. 2. Navigate to Flow > When > Always. 3. Set Flow to None. 4. Click Save to apply the changes. Step 5: Releasing the Number (Optional) - If you need to release the number from your organization’s account, click Delete Endpoint. - Important: Deleting the number will remove it from the account permanently. - The phone number can be repurchased within 10 days of deletion. - After 10 days, the number will be unrecoverable. Following these steps ensures a smooth deactivation process for inactive users in your EvoVoice account.

Last updated on Mar 12, 2025

How to Port International Numbers (LOA Requirements and Carrier Submission)

Overview This guide outlines the process for porting international phone numbers into the EvoVoice system, powered by Twilio. It includes region-specific porting procedures for Australia, the Netherlands, and the United Kingdom, as well as required documents, submission steps, and best practices. 🌍 Supported Countries - 🇦🇺 Australia - 🇳🇱 Netherlands - 🇬🇧 United Kingdom Need to port numbers from other countries? Contact Evo Support for additional options. 📄 Required Documents for All Ports 1. ✅ Completed Letter of Authorization (LOA) – must be on company letterhead 2. 🧾 Most recent billing document (within the last 30 days) 3. 🗂️ Any country-specific supporting documentation 4. 🔐 Twilio Account SID 5. 🏢 Matching service address per regulatory rules 📋 LOA Requirements Your LOA should include: - Company name & registered address - Numbers to be ported in E.164 format - Authorized signatory’s full name, title, signature, and date - Details that exactly match your current carrier’s records ✉️ Submission Instructions Once you gather the required documents: 1. Submit them to Evo Support or your account manager. 2. Evo verifies and sends to Twilio for processing. 3. Upload documents to Twilio’s compliance portal: 👉 Regulatory Bundles Portal 4. Use the Twilio Porting Form for each submission. 🇦🇺 Australia - ⏱️ Timeframe: 4–6 weeks - 💲 Fee: $11.00 USD per number - 📄 Australia LOA – DOCX - 📄 Australia LOA – PDF - ✅ Must specify port type: - CAT A = simple port - CAT C = complex services (e.g., ISDN) - 🧭 Australia Porting Guidelines 🇳🇱 Netherlands - ⏱️ Timeframe: 2–4 weeks - 💲 Fee: $6.00 USD per number - 📄 Netherlands LOA – Terminate Existing Agreement (PDF) - 📄 Netherlands LOA – Early Termination (PDF) - 🧭 Netherlands Porting Guidelines 🇬🇧 United Kingdom - ⏱️ Timeframe: 4–6 weeks - 💲 Fee: $5.00 USD per number - 📄 UK LOA – DOCX - 📄 UK LOA – PDF - 📧 Must include contact info of current provider - 🧭 UK Porting Guidelines ✅ Best Practices to Avoid Delays - Ensure company name and address match your carrier’s records. - Provide recent phone bills even if optional. - Double-check LOA signature, date, and completeness. - Use the Twilio Bundles Portal for compliance uploads.

Last updated on Jun 27, 2025

How Can I Add a Fax Number to My Virtual Office Phone Unlimited Plan?

Overview Adding a fax number to your Virtual Office Phone Unlimited plan allows you to send and receive faxes digitally through your EVO Voice service. This guide outlines how to request, configure, and activate a fax number on your account. Steps to Add a Fax Number 📝 1. Submit a Fax Number Request - Contact Evo Support or your system administrator. - Include your account number and specify: - You want to add a dedicated fax number. - Whether it should be new or ported from another carrier. 🔄 2. Choose Fax Type - eFax (Email to Fax / Fax to Email): Faxes are sent/received through a designated email address. - Fax Endpoint Device (Optional): If using a physical fax machine, a supported ATA device must be configured. 🔧 3. Provisioning - Evo Support will: - Assign the new fax number. - Configure routing rules. - Link the number to your desired user or email address. 📩 4. Confirm Delivery Settings - Provide the email address where incoming faxes should be sent. - Set an optional email for outbound sending if eFax is enabled. ✅ 5. Test Fax Functionality - Once activated, send a test fax to and from the number. - Confirm successful delivery both ways. Important Notes - Billing: Adding a fax number may incur additional monthly charges. - Porting Delay: Porting an existing number can take 5–10 business days. - Compliance: Ensure HIPAA compliance if transmitting sensitive documents.

Last updated on Aug 04, 2025

How Can We Configure the System to Dial a phone number, Pause, Then a 4-Digit Code and # for Call Patching?

Overview Some call patching or billing workflows require dialing a phone number (e.g., 91-XXX-XXX-XXXX), pausing, then entering a 4-digit authorization code followed by the pound key (#). This guide explains how to configure this dialing behavior in EVO Voice or supported SIP devices. Configuration Steps 🔧 1. Device-Level Dial String Configuration If you're using a physical desk phone or softphone, check if your device supports programmable dialing strings: - Example format for dialing: 91XXXXXXXXXX,,1234# - , = 2-second pause (repeat for longer pauses if needed) - 1234# = 4-digit authorization code followed by pound - How to set this: - Go to the device's speed dial or programmable key settings - Input the full dialing string as above - Save and test the configuration ⚙️ 2. EVO Voice System Rule Configuration If dialing is initiated through EVO Voice routing rules: - Open Flows or Nodes - Look for the Dial Out or Patch Node - In the node’s settings, see if the system supports suffix strings after the dialed number - Use available syntax (e.g., pause, code) if supported; if not, request support team customization 🛠 3. Custom Script (Advanced) If system-level automation is needed: - Request a custom logic node or script that: - Initiates call to 91XXXXXXXXXX - Triggers a timed DTMF send after call connects - Sends 1234# as DTMF tones - This may require Evo support or PBX scripting Testing the Setup - Initiate a test call using the configured method - Ensure: - The call connects to the external number - A pause occurs - The authorization code and # are accepted by the destination Notes - Pauses using commas , may behave differently on certain devices. - Not all phones or systems allow complex dial strings—check compatibility first. - For VoIP systems, DTMF tones must be configured correctly (RFC2833 or in-band).

Last updated on Aug 04, 2025

Are a Signed LOA and CSR/Bill Sufficient to Proceed with Porting a Fax Number for eFax Setup in Evo Voice?

Overview When porting a fax number to Evo Voice—especially for configuring it as an eFax endpoint—specific documentation is required to ensure the request is accepted by the losing carrier and that Evo can initiate the port without delay. Porting Requirements for eFax Numbers To successfully initiate the port of a number (such as 925-459-8445) into Evo Voice for eFax setup, the following are typically required: ✅ 1. Signed Letter of Authorization (LOA) - Must be fully completed and signed by the authorized account holder. - Should clearly list the number(s) to be ported. - Valid for 30–90 days depending on carrier. ✅ 2. Current CSR or Recent Phone Bill from the Losing Carrier - The Customer Service Record (CSR) is preferred as it ensures address and account details match exactly. - If a CSR is unavailable, a recent phone bill (dated within the last 30 days) showing the account number, service address, and number ownership can be used. Additional Notes - For Comcast numbers, the CSR or phone bill must clearly show the fax number listed under the account. - The billing name and service address in the LOA must match what's shown in the CSR or bill. - Evo’s porting team will review the documents and notify you if further clarification or documentation is needed. Next Steps Once you have the signed LOA and CSR or bill, submit them to the Evo porting team (via the porting request form or support channel). The team will: - Validate the documents - Initiate the port with the underlying carrier - Notify you of any rejections or expected activation timeline

Last updated on Aug 04, 2025

How to Resolve Incorrect Caller ID Display Showing a Previous Employee's Name on Desk Phones

Overview If your desk phone is displaying the name of a previous employee when making outbound calls, it usually means that the Caller ID Name (CNAM) for that extension or line has not been updated in the system. This can occur even if the extension has been reassigned to a new user. Steps to Resolve Step 1: Check the Extension Configuration in Evo Voice 1. Log in to the Evo Voice Admin Console. 2. Navigate to Endpoints → Extensions. 3. Locate the affected extension and click Edit. 4. Check the Display Name or Caller ID Name field. 5. Update it to reflect the correct employee name. 6. Save changes. Step 2: Update the Device Label (If Applicable) 1. From the Endpoints menu, open the specific Device assigned to the extension. 2. Ensure the Label or Device Name matches the current employee’s name. 3. Save the update. Step 3: Verify the Outbound Caller ID Settings 1. In the Endpoints → Trunks or Outbound Caller ID settings, confirm that the correct Caller ID Name is set for outbound calls. 2. Update as needed. 3. Save changes. Step 4: Reboot the Desk Phone 1. Power cycle the affected desk phone (unplug and plug back in). 2. Allow it to re-register with the updated information. Step 5: Test the Caller ID 1. Place a call to an external number. 2. Confirm that the correct employee name appears on the recipient’s device. - Note: Caller ID Name updates may take up to 24–48 hours to propagate on external carrier networks. Additional Notes - If the Caller ID Name is still incorrect after 48 hours, open a support ticket with Evo Tech, providing: - The affected extension number. - The correct employee name. - The date/time of your test call. - Some carriers may cache Caller ID information, so updates may not display immediately on all recipients’ phones.

Last updated on Aug 08, 2025

How to Submit a Port-Out Request for a Phone Number from Twilio

Overview If you need to transfer a phone number from Twilio to another carrier (port-out), you must follow Twilio’s official porting process. This ensures the request is properly validated and avoids delays. Steps to Submit a Port-Out Request 1. Prepare Required Information Gather the following details for the number you’re porting: - Phone number(s) to be ported. - Account SID from your Twilio account. - Authorized contact name (the person listed as the account owner). - Service address associated with the Twilio account. - Recent invoice or statement (if requested by the gaining carrier). 2. Contact the Gaining Carrier - The new carrier (where the number will be moved) will submit the port-out request to Twilio via their standard carrier channels. - Provide them with all the details gathered above. 3. Twilio’s Verification Process - Twilio will validate the request against your account records. - If the information matches, Twilio will release the number to the new carrier. - If there are mismatches (e.g., address or contact name), Twilio will reject the request, and your carrier will contact you to correct the details. 4. Monitor for Completion - Port-out requests typically take 1–2 weeks depending on the number type and country. - Your number will continue working on Twilio until the port-out date. Important Notes - Twilio does not have a manual form for port-out requests — the process always starts with your new carrier. - If your Twilio account is locked or has a port-out hold for security reasons, you must contact Twilio Support to release it before the transfer. - You may receive a Porting Away Notification from Twilio once the request is initiated.

Last updated on Aug 10, 2025

How to Enable Caller ID Name Display on EVO Voice (Similar to HostedSuite)

Caller ID Name (CNAM) display allows the receiving party to see not only the phone number but also the name associated with the call. While HostedSuite automatically displays client information for incoming calls, EVO Voice requires manual configuration to ensure the caller's name appears correctly. Step-by-Step Guide Step 1: Access the Company or Endpoint Settings 1. Log in to your EVO Voice Admin Console. 2. Navigate to Customers if you want to apply Caller ID settings for all calls made by a specific company, or to Endpoints if you’re enabling it for a specific device or user. Step 2: Set the Outbound Caller ID Name 1. In the selected Customer or Endpoint profile, locate the Outbound Caller ID section. 2. Enter the desired Caller ID Name (usually the company or department name). - Keep it under 15 characters to comply with most carrier requirements. 3. Save the changes. Step 3: Confirm with Your Carrier (Twilio or Other) EVO Voice uses underlying carriers such as Twilio, which may require CNAM registration: 1. For Twilio: - Go to your Twilio console. - Navigate to Phone Numbers → Manage → Active Numbers. - Select the number and update the Caller ID Name (CNAM) in the settings. - Twilio will push the CNAM update to national databases (may take up to 72 hours). 2. If you use another carrier, contact them to register the Caller ID Name in the CNAM database. Step 4: Test the Caller ID Name Display 1. Call a number outside your organization (preferably a mobile phone or landline). 2. Confirm that the name appears correctly. 3. Keep in mind that some mobile carriers only display Caller ID Name for numbers saved in the contact list. Additional Notes - CNAM display is controlled by the receiving carrier — even if you configure it correctly, some carriers or devices may not display the name. - If you need to troubleshoot CNAM issues, see the Evo Voice KB article on Managing Outbound Caller ID.

Last updated on Aug 11, 2025

How to Change an Existing Extension Number in Evo Voice to a New Unique Extension Number

Changing an extension number in Evo Voice is a straightforward process, but it’s important to ensure the new extension is unique within the system to avoid conflicts. Steps to Change an Extension Number Step 1: Log in to Evo Voice Access your Evo Voice admin portal using your administrator credentials. Step 2: Locate the Extension 1. Go to Customers or Endpoints in the left-hand menu. 2. Search for the company or user whose extension you want to modify. 3. Select the existing endpoint or user profile. Step 3: Edit the Extension Number 1. In the endpoint settings, locate the Extension field. 2. Replace the current number with the new unique extension number. 3. Ensure no other user or device in the system is using this number (Evo Voice will typically alert you if there’s a conflict). Step 4: Save Changes Click Save or Update Endpoint to apply the changes. Step 5: Reprovision the Device (if applicable) If the extension is linked to a desk phone or softphone, you may need to: - Reboot the device - Reprovision it through Endpoints → [Select Device] → Provision - Confirm the new extension is active. Step 6: Test the New Extension 1. Call the new extension from another internal phone. 2. Confirm inbound and outbound calls work as expected. Related Evo Voice KB Articles - Endpoints Overview - Reprovisioning Devices - Call Flow Setup & Dial Plan Configuration

Last updated on Aug 13, 2025