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Guides and step-by-step instructions for setting up and configuring Evo Voice features, devices, and integrations.
By Osama and 1 other
• 26 articles

SIP Config Examples

Device Configuration Guide This guide provides examples and screenshots for configuring common device types to work with Evo Voice. Preparation Before configuring your device, ensure the following: 1. Factory Reset: We recommend performing a factory reset on your phone to eliminate any residual settings from previous configurations. 2. Required Information: Obtain the following details from the SIP tab on the Endpoint details screen: - SIP Domain - Username - Password (Click the eye icon on the Password field to reveal it) Example Screenshot: Example Settings For demonstration purposes, we will use the following sample settings. Be sure to replace these with your actual SIP credentials: - Domain: evovoice-3wdbd.sip.us1.twilio.com - Username: iaqkjBeT - Password: 12345 Important Notes - Customized SIP Settings: Always use the SIP details specific to your Evo Voice account. These examples are placeholders. - Secure Your Credentials: Keep your SIP credentials confidential to prevent unauthorized access. Polycom VVX Setup Note: We recommend factory resetting your phone before configuring it for Evo Voice. Steps to Configure Polycom VVX Phones 1. Access the Web Interface: - Log in to the Polycom phone's web interface. 2. Settings for Line 1: - Navigate to Settings > Lines > Line 1. Configuration Sections Identification Section - Display Name: Enter the name you want displayed on this line (e.g., Alex). - Address: Use the format user@sipdomain, e.g., [email protected]. Authentication Section - Use Login Credentials: Disable. - Domain: Enter your SIP domain (e.g., evovoice-3wdbd.sip.us1.twilio.com). - User ID: Enter your SIP username (e.g., iaqkjBeT). - Password: Enter your SIP password (e.g., 12345). Server 1 Section - Address: Enter your SIP domain (e.g., evovoice-3wdbd.sip.us1.twilio.com). Your settings should look like this: Click Save. NAT Settings 1. Navigate to Settings > Network > NAT. 2. Set the Keep Alive Interval to 20. Example: Click Save and reboot the phone. The Polycom should now be registered and ready to make/receive calls. Troubleshooting 1. DNS Issues: Occasionally, Polycom phones may fail to register with Twilio servers due to DNS problems. You might see an error like: DNS lookup failed for ztp.polycom.com This can be verified under Diagnostics > View and Download Logs. 2. Fixing DNS Issues: - Go to Settings > Network > Ethernet. - Change the DNS server to 8.8.8.8. Reboot the phone after making changes. --- SNOM Phone Configuration Guide Follow this guide to configure your SNOM phone for Evo Voice. Preparation 1. Factory Reset: Perform a factory reset on the SNOM phone to remove any previous configurations. 2. Required Information: - SIP Domain - SIP Username - SIP Password These details can be found in the SIP tab on the Endpoint details screen. Configuration Steps 1. Log In to the Web Interface Access the SNOM phone's web interface. 2. Configure Identity 1 1. Navigate to Identity 1 and complete the following fields in the Login Tab: Login Tab Fields - Display Name: Enter the name to display on the phone (e.g., "Alex"). - Account: Enter your SIP username (e.g., iaqkjBeT). - Password: Enter your SIP password (e.g., 12345). - Registrar: Enter your SIP domain (e.g., evovoice-3wdbd.sip.us1.twilio.com). - Outbound Proxy: Enter your SIP domain (e.g., evovoice-3wdbd.sip.us1.twilio.com). - Authentication Username: Enter your SIP username (e.g., iaqkjBeT). Example settings: 2. Click Apply to save the settings. 3. Configure NAT Settings 1. Switch to the NAT Tab and complete the following fields: NAT Tab Fields - STUN Server: Enter stun.l.google.com:19302. - STUN Interval: Set to 30. - Keepalive Interval: Set to 30. Example settings: 2. Click Apply to save the settings. Final Steps After completing the above configuration: - The SNOM phone should now be registered. - Test the phone to ensure it can make and receive calls. --- Grandstream Phone Configuration Guide Follow this guide to configure your Grandstream phone for Evo Voice. --- Preparation 1. Factory Reset: Perform a factory reset on the Grandstream phone to clear any existing settings. 2. Required Information: - SIP Server (Domain) - SIP User ID (Username) - Authentication Password These details can be found in the SIP tab on the Endpoint details screen. --- Configuration Steps 1. General Settings 1. Log in to the Grandstream phone's web interface. 2. Navigate to Accounts > Account 1 and complete the following fields: - Account Name: Enter a display name (e.g., "Alex"). - SIP Server: Enter your SIP domain (e.g., evovoice-3wdbd.sip.us1.twilio.com). - SIP User ID: Enter your SIP username (e.g., iaqkjBeT). - Authenticate ID: Enter your SIP username (e.g., iaqkjBeT). - Authenticate Password: Enter your SIP password (e.g., 12345). Example configuration: 3. Click Save and Apply to save the settings. --- 2. Network Settings 1. Navigate to Network Settings on the left-hand menu. 2. Set NAT Traversal to STUN. Example configuration: 3. Click Save and Apply to save the settings. --- 3. SIP Settings 1. Navigate to Basic SIP Settings under the Account section. 2. Set Transport Protocol to TCP. Example configuration: 3. Click Save and Apply to save the settings. --- 4. Dial Plan Settings (Optional: SIP Transfer Workaround) 1. Navigate to Dial Plan under the Account section. 2. Add two new rules to the Dial Plan: - Rule 1: **- **Name:** SIP Transfer** **- **Rule:** `X+`** - Rule 2: **- **Name:** Additional Rule** **- **Rule:** `**`** 3. The configuration should look like the following example: 4. Save the changes. --- Final Steps Once the configurations are complete: - The Grandstream phone should now be registered and ready for use. - Test the phone to ensure it can make and receive calls. Cisco 504 Series Configuration Guide Follow these steps to configure the Cisco 504 Series phone for Evo Voice. Preparation 1. Factory Reset: It’s recommended to perform a factory reset on the phone before configuration to clear previous settings. 2. Required Information: - SIP Domain (Proxy) - SIP User ID (Username) - Authentication Password You can retrieve these details from the SIP tab on the Endpoint details screen in Evo Voice. Ensure you click the Eye icon to reveal the password before copying. Configuration Steps 1. Access Admin Interface: - Log in to the Cisco web interface. - Navigate to the Admin Interface using the link at the top-right corner. 2. Navigate to Ext 1 Settings: - Click on the Voice tab, then click on Ext 1. 3. General Section: - Line Enable: Set to Yes. 4. NAT Settings: - NAT Keep Alive: Set to Yes. 5. Proxy and Registration Section: - Proxy: Enter your SIP domain (e.g., evovoice-3wdbd.sip.us1.twilio.com). 6. Subscriber Information Section: - Display Name: Enter the name you want displayed (e.g., "Alex"). - Password: Enter your SIP password (e.g., 12345). - Auth ID: Enter your SIP username (e.g., iaqkjBeT). - User ID: Enter your SIP username (e.g., iaqkjBeT). 7. Save Changes: - Save the configuration changes. Troubleshooting Tips 1. Phone Does Not Register - Verify the SIP domain, username, and password entered. - Ensure the password was correctly copied from the Evo Voice page (click the Eye icon first). 2. Outbound Calls Work, But No Incoming Calls - Ensure NAT settings are configured correctly. For example, on some phones like Grandstream, STUN must be selected under Network Settings. 3. Phone Will Not Stop Ringing - This issue may occur if TCP is not selected for SIP traffic. For example, on Grandstream phones, you can adjust this under SIP Settings > General. 4. Phone Registers, But Cannot Make or Receive Calls - This is often caused by SIP ALG being enabled on the router. - Disable SIP ALG in your router settings. - For guidance, search for your router model with “SIP ALG” (e.g., "Arris SIP ALG") for specific instructions. Final Steps Once configured, the Cisco 504 Series phone should be ready to make and receive calls. If issues persist, review the troubleshooting steps and confirm all settings are correct.

Last updated on Jan 09, 2025

E911 Setup Guide

Enabling e911 Emergency Calling in Evo Voice By default, SIP extensions in Evo Voice do not support emergency (911) calling. Enabling e911 links an incoming phone number with a SIP user, ensuring that the associated address is sent to emergency services during a 911 call. This guide outlines the steps required to enable and test e911 functionality. Overview of Steps 1. Create an Emergency Address 2. Enable Emergency Dialing on the Incoming Phone Number 3. Associate the SIP User with the Emergency Phone Number 4. Update the Phone's SIP Domain Setting 5. Test the Configuration Step 1: Create an Emergency Address 1. Navigate to the Addresses Section - Go to System > Settings > Addresses. - Expand the Addresses section. 2. Add a New Address - Click New Address. - Enter: - Friendly Name (e.g., "Business Office"). - Homeowner/Business Name. - Complete Address Fields. - Check the Emergency Address box. 3. Address Validation - If you receive an error message, ensure the fields match the required format and re-save. Step 2: Enable Emergency Dialing on an Incoming Phone Number 1. Locate the Phone Number - Go to Endpoints and search for the number to enable e911 on. - Ensure this number is assigned to a Flow (e.g., a "Dial User" flow). 2. Enable Emergency Calling - Edit the number and go to the Emergency Tab. - Check the Enable Emergency Calling box. - Select the previously created emergency address. 3. Recommended Flow Configuration - Use a Dial User flow so emergency call-back numbers ring directly to the SIP user. Step 3: Associate the SIP User with the Emergency Phone Number 1. Edit the SIP User - In Endpoints, locate and select the SIP user. - Navigate to the SIP Tab. 2. Assign Emergency Number - In the Emergency Number field, search for and select the configured phone number. - Save the changes. 3. Update the SIP Domain - After assigning the emergency number, the SIP domain will change. - Update the domain settings on the SIP device to match the new configuration. Step 4: Test the Configuration 1. Wait for Changes to Propagate - Allow up to 10 minutes for the SIP handset to sync. 2. Test Emergency Calling - Dial 933: A recorded message will confirm the caller ID and associated emergency address. - Optionally, dial 911: Inform the operator that this is a test call and request verification of the address. - Note: Some areas require scheduling test calls. Check local regulations. 3. If Testing Fails - Contact your Evo Voice support representative for assistance. Important Notes - Multiple phone numbers can share the same emergency address. - Ensure the address is accurate and validated during setup. - Misconfigured settings can result in failed emergency calls, so test thoroughly. By following these steps, you can ensure e911 functionality is correctly set up for SIP devices in Evo Voice.

Last updated on Jan 09, 2025

Hello World: Getting Started with Evo Voice

The guide below introduces you to the "Hello World" of Evo Voice, covering purchasing a phone number, creating a flow, and assigning it to the number. The goal is for the system to respond with a "Hello World" voice prompt when the phone number is dialed. 1. Purchase a Phone Number In the Endpoints menu, click New Endpoint and select Incoming Phone Number to purchase a phone number. In the Buy Phone Number dialog, search for a number you want to purchase. Use the filters to customize options like area code or postal code, then click Buy to complete the purchase. 2. Create a Flow: To create the flow, go to the Flows menu and click New Flow. Enter "Hello World" as the flow name, leave the Roles option blank, and click Save. After saving the flow, the designer workspace will open automatically for customization. In the Toolbox, search for the Say node and add it to the flow. In the Properties tab, enter "Hello World" in the What To Say (String) field. This sets the voice prompt to say "Hello World" when the phone number assigned to this flow is dialed. Connect the Start node to the Say node by dragging the blue box from the Start node to the Say node. An arrow will appear, indicating the connection and the flow direction. Then, click Save to save the flow. 3. Assign the Flow to the Phone number: To assign the flow to the phone number, go back to Endpoints and click the phone number you purchased. Select the Flow tab, set the When field to Always, then choose the Hello World flow from the Flow dropdown. Save the changes. Now, when someone dials the number, a system voice prompt will say "Hello World" to the caller. This completes the basic Voice flow. Explore other examples to learn more.

Last updated on Dec 27, 2024

Trusted Calling Setup Guide

Evo Voice supports Twilio's trusted calling features, SHAKEN/STIR, ensuring your numbers are recognized as trusted entities. Getting Started 1. Access Trust Tab: - Navigate to the System section and click on the Trust tab. 2. Fill Out Information: - Ensure your Profile Status and SHAKEN/STIR status are both "draft." - Complete the following sections: Business Info Ensure accurate business information is provided as Twilio validates it. In case of inaccuracies, the profile may be rejected. Drop-downs are provided where available to prevent invalid entries. | Field | Description | | --- | --- | | Business Name | Your legal business name | | Business Type | Type of business (choose from list) | | Registration Type | How Twilio will validate your business identity (e.g., EIN or DUNS number) | | Business Identifier | Number/ID based on registration type (e.g., EIN/DUNS number) | | Industry | Select closest industry from list | | Website | Valid URL (with http) | | Region | Choose region from list | - Provide valid company information. - Fill in details like Business Name, Type, Registration Type, Identifier, Industry, Website, Region. Address - Enter your business address and associated customer name. Representatives - Add two representatives with valid contact information. 1. Saving/Submission: - Click "Save" to save your data. - Once all sections are fully filled, click "Submit to Twilio" for submission. - Monitor your Profile Status for updates. Checking Status 1. Profile Approval: - Check Profile Status for "rejected" or "pending approval." - If rejected, review entered data; if pending, wait for approval. 2. Twilio Approval: - Once "twilio-approved," submit SHAKEN/STIR information. - Monitor status and set reminders for updates. Rejections - If profile is rejected and cause is unclear, contact your Evo Voice representative for assistance. By following these steps, you can ensure your numbers are trusted and recognized by SHAKEN/STIR, minimizing the likelihood of being flagged as spam.

Last updated on Jan 09, 2025

Integrating Voice Devices with HostedSuite

Follow these steps to integrate the Voice system into HostedSuite. Demo Video Adding a New Phone System 1. In the HostedSuite dashboard, go to the Phones section and select Phone Systems. 2. Click the New Phone System button. Alternatively, you can click on an existing phone system setup with Voice. 3. In the General tab, add the basic details: name of the phone system, timezone, and centers. 4. For phone system type, select Voice. 5. Click Save to add the new phone system. Adding a Voice User 1. Switch to the Devices tab. 2. Click the Add New button. 3. Enter the following details: | Field | Input | | --- | --- | | Type | Console | | Number | Enter the name or number | | Xfer Delay | Enter a number in seconds | | Username | Enter the username shown in Voice account | | Password | Enter the user's password | | Disabled | Check this option to disable the device | | Center | Enter the applicable center | 1. Click Save to add the new device. Getting User Information from Evo Voice 1. Log in to your Evo Voice account. 2. Click Endpoints. 3. Select a user. 4. The username and password will be the email address or username shown in the login credentials. 5. Copy the username and password, then add them to the HostedSuite Phone system using the steps in "Adding a Voice User". Pre-requisites for Setting Voice Devices in HostedSuite Integrating voice devices will provide additional support and features to create a seamless phone system. Before you proceed with the guide above, ensure the following: - Client Setup: You need to have a client already set up in HostedSuite. - Operator Phone Number: Each client should have an operator phone number configured. We'll use connect a flow to the phone numbers in Evo Voice. Simplified Explanation In HostedSuite, you can assign a general phone number for a client, such as a reception or department phone number. However, handling calls—such as redirecting, scheduling, and managing voice messages—requires a comprehensive phone system. This is where the voice device integration comes into play. Additional Guides To set up the client and phone system in HostedSuite, follow the detailed instructions provided in this guide: Setting up main operator phones for clients.

Last updated on Dec 27, 2024

Conference Bridge Setup Guide.

Setting up Conference Bridge This guide introduces setting up a conference bridge, allowing multiple people to call the same number and connect via a conference call. A common use case is a team meeting where multiple staff members need to join a voice call. For added security, a PIN will be required for access to the conference call. 1. Create a flow Start by creating a new flow and naming it "Conference Bridge," then click Save. Add Parameters to the Flow 1. To customize the conference call experience, we'll define key aspects of how the conference is handled by adding three parameters: Greeting, PIN, and Conference Name. 2. While in the designer view of the flow, click the Parameters tab and then click Add Parameter. 3. Enter the name of each parameter and select String as the type. Apply the same settings to all three parameters: Greeting, PIN, and Conference Name. 4. After adding all three parameters, you should see something similar to the image below: 2. Add Nodes Next, we will customize the flow by adding a Prompt node. This will play a voice prompt when a call is initiated, asking the caller to enter the correct PIN. Add the Prompt node to the flow. 1. To setup the greeting, click the Properties of the node, and in the What to Say (String) field, set it to Flow Parameter: Greeting. 2. o set up the PIN, set the Max Number of Digits to 4 in the Num Digits field, assuming you'll use 4-digit PINs (e.g., 1234). 3. In the Transitions section, set Text to Match to Flow Parameter: PIN and set the Label to PIN Correct. 4. Add the Conference node to the flow. In the Name property, set it to Flow Parameter: ConferenceName. The Name property determines the "room" the caller will join. Since it's a flow parameter, it will be set per phone number. 5. Then, connect the PIN Correct transition to the Conference node. 3. Handle Invalid Input We need to define actions for when a caller enters invalid input (such as an incorrect PIN or no input at all). 1. Add a Say node and set the What to Say property to "I'm sorry, that isn't a valid option." Link the Done/Otherwise and No Input transitions to the Say node. 2. To restart the flow after a caller receives an invalid response, add a Restart Flow node. Then, connect the Done transition from the Say node to the Restart Flow node. 3. Save your changes. The final flow will look something like the image below: 4. Set up Main Conference Number Now that the flow is ready, you can add or select an existing phone number to serve as your main line for the conference bridge. Set the details of your conference bridge. See the example image below: Note that it is important for the Conference Name to be unique, as it becomes the official ID of the Conference Bridge. Using the same Conference Name across multiple phone numbers will direct all calls to the same bridge. Save your endpoint and dial in! :)

Last updated on Jan 10, 2025

Setting Up Your Yealink IP Phone

Follow these clear, step-by-step instructions to access the Yealink web interface and configure it to work with HostedSuite. Access the Yealink Web Interface 1. Find the IP Address of Your Yealink Phone: - Press the OK button on your phone when it is idle. The IP address will appear on the screen. - Alternatively, go to Menu > Status to locate the IP address. 2. Enter the IP Address in Your Web Browser: - Open a web browser on a computer connected to the same network as your Yealink phone. - Type the IP address into the browser’s address bar and press Enter. - If the page doesn’t load, try these alternatives: - Add /api#/login after the IP address (e.g., http://192.168.1.100/api#/login). - Use https:// before the IP address (e.g., https://192.168.1.100). 3. Log In to the Web Interface: - When prompted, enter the following credentials: - Username: admin - Password: admin - If these default credentials do not work, use the last six digits of the phone's MAC address (found on the bottom of the device) as the password. 1. Access and Configure Settings: - Once logged in, you can modify various settings for your Yealink phone. Configure Yealink for HostedSuite 1. Access the Account Settings: - Click the Account dropdown menu and select Register. 2. Enter Account Information: - Account Name: Enter a name you can easily recognize (e.g., "Meeting Room 221"). - Enable the toggle button next to Line Active to activate the line. 3. Configure Display Information: - Label: Enter a label for the phone (e.g., "Meeting Room 221"). - Display Name: Enter the name to be displayed. 4. Enter Server and Credentials: - Server Host: evovoice-a8aqb.sip.us1.twilio.com - Register Name and Username: Use the details provided by EvoTech. 1. Set NAT Settings: - Scroll to the bottom and set NAT to STUN. 2. Save the Configuration: - Click Confirm to register your settings and activate the configuration. By following these steps, your Yealink phone should be successfully set up and configured to work with HostedSuite. If you encounter any issues, double-check the credentials or contact support for assistance.

Last updated on Jan 22, 2025

Setting Up a New Phone

This guide provides step-by-step instructions for setting up a new phone number in Evo Voice, whether it’s a SIP phone or a softphone. Request Overview Clients may request assistance in setting up a new phone number in their system. As an agent, your role is to configure the phone in Evo Voice to match the client’s setup requirements. Example: A Vitalcare customer requests to add a new SIP phone for extension 4002. Setting Up a New SIP Phone Accessing the Customer’s Account 1. Log into the customer’s account in Evo Voice. 2. Use the Search Toolbar to find the customer’s name. 3. Verify if there are any existing users, phone numbers, or extensions based on the request. Creating a New Endpoint 1. Click New Endpoint and select User. 2. Enter the contact information details. 3. Set SIP Phone as the Mode. Configuring User Settings 1. Navigate to the Settings tab. 2. Fill in important details, including: - Voicemail Audio Greeting (if available). - Voicemail Text Greeting. - Voicemail Email Address. - Extension Number (e.g., 4002). - Caller ID and Caller ID Text. Setting the Call Flow 1. Open the Flow Tab. 2. Set the Flow to DialOut (since this phone can dial out). 3. Click OK to create the user account. Once completed, a SIP account will be created in the customer’s Voice account, allowing you to configure the SIP phone. Retrieving SIP Phone Credentials When setting up the SIP phone hardware, you’ll need the user’s SIP credentials: 1. Open the User or Endpoint. 2. Click the SIP tab to reveal details such as: - Domain. - Username. - Password (Click the eye icon to reveal it). Use these details to configure the SIP phone hardware. Depending on the manufacturer, setup instructions may vary. Refer to this guide [LINK] for configuration steps for different devices. Setting Up a New Softphone Setting up a softphone follows a similar process as a SIP phone setup. Creating a New Softphone Endpoint 1. Navigate to Endpoints and click New Endpoint, then select User. 2. Enter the first and last name, email address, and password. - Note: The email address and password will be used for logging into the app, so ensure the customer saves them. 3. Set the Mode to Softphone. Configuring Softphone User Settings 1. Open the Settings Tab. 2. Enter the following details: - Voicemail Text Greeting. - Voicemail Email Address. - Extension Number (e.g., 4003 - must be unique). Note: When adding a new user, you cannot use the same extension number as an existing user. Setting the Call Flow for a Softphone 1. Open the Flow Tab. 2. Set the Flow to DialOut (enables both inbound and outbound calls). 3. Click OK to create the user. 4. Click Save to complete the setup. Once completed, the new user will appear in the account’s endpoint list. To configure the softphone through an app, users must log in to the Android or iOS app using the email address and password set up during the softphone configuration: - Download for Android - Download for iOS By following these steps, you can successfully set up a new SIP phone or softphone in Evo Voice, ensuring seamless integration with the client’s syst

Last updated on Feb 18, 2025

Call Routing Requests in Evo Voice

Call routing requests can vary depending on different scenarios. To troubleshoot or update a client’s request, the first step is to check the phone number's current configuration in Evo Voice. Below, we’ve outlined some of the most common routing issues and how to resolve them. 1. Calls Are Routed to Voicemail Instead of the Main Line Scenario: The client reports that calls are going directly to voicemail instead of the main line or front desk. Solution: 1. Open Evo Voice and locate the affected phone number. 2. Navigate to the Flow tab to check its current configuration. 3. Look for scheduled routing settings that may be causing the issue. 📌 Example: If a call is scheduled to be redirected to voicemail after hours, it will follow this rule. To further verify, go to the Customer section to review the business hours settings. Common Cause: - The call routing was intentionally set up for a holiday or after-hours. - The settings were not reverted after the special event. Fix: 1. Update the Flow configuration to ensure calls route to the mainline or front desk during business hours. 2. Example of an updated Flow: ✔ Calls now route directly to the VitalCare Operator (mainline). 2. Forwarding Calls to a Different Number Scenario: The client requests to forward calls to a different phone number, often due to: - A number change - A staff member being unavailable - A temporary reroute for holidays or special events Solution: 1. Open Evo Voice and locate the affected phone number. 2. Go to the Flow section. 3. Update the settings: - When: Always - Flow: Call Forward Always (or equivalent) - Numbers to Dial: Enter the new forwarding number 4. Save the changes. 3. Routing Calls to Multiple Numbers in Sequence Scenario: The client wants calls to be routed to multiple phone numbers sequentially. If one number is busy, the call should be forwarded to the next available number. Solution: 1. Open Evo Voice and go to the Flow section. 2. Set up a DialUsers flow, which allows calls to be redirected to multiple users. 3. Update the Flow settings: - When: Always - Flow: DialUsers 4. Adjust the number of users based on the client’s request. 📌 Example: Calls will attempt each number in sequence until one answers. Here’s a sample flow: 4. Routing Calls to Voicemail During Business Hours Scenario: The office is closed during business hours (e.g., holidays or staff unavailability), and calls should go directly to voicemail. Solution: 1. Open Evo Voice and locate the affected phone number in the Endpoint tab. 2. Click on the Flow tab and update the settings: - When: Scheduled - Schedule: Business Hours (or a custom schedule) - Flow: Shared Voicemail 3. Save the changes. 5. Handling Cancelled Phone Numbers Scenario: A client reports that a specific phone number is canceled and no longer active. Solution: 1. Open Evo Voice and locate the affected phone number. 2. Set the Flow configuration to None. 3. Once updated, calls to this number will no longer be processed by Evo Voice. ✅ Summary: - Check the Flow configuration to identify the issue. - Verify schedules to see if a holiday or custom rule is in place. - Update the Flow settings to ensure calls are routed correctly. - Set forwarding rules based on client requests. - Disable routing for canceled numbers to prevent unwanted calls.

Last updated on Feb 27, 2025

Flushing Stuck Calls in EvoVoice

Overview Flushing a stuck call in EvoVoice refers to the process of manually removing a call that remains active in the system due to a failure in termination. Calls can get stuck for various reasons, such as network interruptions, software glitches, or improper call handling by the system. When a call is stuck, it may occupy system resources, cause disruptions in call handling, and prevent new calls from connecting properly. Flushing ensures that the stuck call is forcefully ended, restoring normal system functionality. Prerequisites - Call details from the IA (Interactive Agent) or a screenshot of the stuck call. - Required information: - Caller ID - Client Name - Time of the stuck call Steps to Flush a Stuck Call 1. Gather Call Details 1. Obtain call details from the IA or request a screenshot of the stuck call. 2. Note down the following information: - Caller ID - Client Name - Time of the call 2. Locate the Stuck Call in EvoVoice 1. Log in to EvoVoice. 2. Navigate to System > Sessions. 3. Use the following filters to find the stuck call: - Filter By Customer: Enter the Client Name. - Filter By From: Enter the Caller ID. 4. Scroll through the list and locate the stuck call by checking the timestamp. 3. Flush the Stuck Call 1. Click on the identified stuck call. 2. Go to Advanced. 3. Click Flush Call to remove it from the system. Example - Client Name: Matrix Asset Management - Caller ID: 17253331740 - Time: 8:18 PM Conclusion Following these steps ensures that stuck calls are properly identified and flushed, preventing potential call disruptions. If issues persist, verify the call details and retry the steps.

Last updated on Mar 17, 2025

Setting Up New Fax Lines in EvoVoice

Overview Setting up a new fax line in EvoVoice involves two key components: 1. Incoming Fax Number – Used to receive faxes via email. 2. Outgoing Fax Email – Used to send faxes to other fax numbers. This guide outlines the process of purchasing a fax number and configuring it for both incoming and outgoing faxes. A. Setting Up an Incoming Fax Number 1. Gather Required Information - Client Name - Area Code of the fax number the client wants to purchase - Client’s Email Address where faxes will be sent 2. Purchase and Configure the Fax Number 1. Log in to EvoVoice. 2. Ensure you are using the correct account. 3. Navigate to Endpoints > New Endpoint > Incoming Fax Number. 1. Enter the Client Name. 2. If this is a new client, click + to create a new client. Make sure the Parent Center is set to the correct Center Name. 3. Enter the Area Code and click Search. 4. Choose the fax number you want and click Buy. Confirm by clicking OK. 5. After purchasing, you will be redirected to the Fax Number Configuration page. 6. Check that the Customer Name and Parent Name are correct. - Example: For VitalCare Wellness Center, it should display VitalCare Wellness Center > Incoming Fax Number. 7. Click on Flow. 8. Set When to Always. 9. Set Flow to Shared Incoming Fax. If this flow hasn’t been created yet, contact our support team. 10. Enter the client’s email address where faxes will be received. 11. Click Save. B. Setting Up an Outgoing Fax Email 1. Create an Outgoing Fax Email Address 1. Navigate to Endpoints > New Endpoint > Email Address. 2. Enter the Client Name. 3. Fill in the following details: - Prefix – Enter fax (no additional text needed). - Flow – Select SharedOutgoingFax, FaxOutbound or whatever is has been setup to your organization. - Extension - Enter the extension number if applicable. - Fax Number – Enter the fax number purchased earlier. 4. Click OK. 5. The system will generate a fax email address. 6. Note down the assigned Fax Email Address for reference. C. Finalizing the Setup - Record both the Incoming Fax Number (e.g., +17202146424) and the Fax Email Address (e.g., [email protected]). - Send these details to the client. - Include the “How to Fax using EvoVoice” document for reference. Important: - The fax number and email address will be unique for each client. - Do not use the example numbers and emails provided. Conclusion Following these steps ensures a smooth setup for fax lines in EvoVoice. If any issues arise, confirm that the client details and settings are correctly configured.

Last updated on Mar 19, 2025

How to Ensure Caller ID Shows the Actual Caller’s Number When Calls Are Transferred to a Cell Phone?

By default, when calls are forwarded or transferred to a user’s mobile phone through Evo Voice, the system may display the company’s main number or a default caller ID for outbound call masking or routing consistency. However, it is possible to configure the system to show the original caller's number instead. ✅ How to Show the Actual Caller’s Number To display the real number of the incoming caller (rather than the company’s main number) when forwarding or transferring calls to a mobile device: 1. Enable "Caller ID Pass-Through" in Call Routing Rules - Go to the Call Flow or Scheduling Rules section of the Evo Voice console. - Find the rule where calls are forwarded or transferred to a cell phone. - Make sure the “Caller ID” setting is configured to pass through the original caller’s number. Look for an option like: - Caller ID: Inbound Caller - Display Original Caller Number - Avoid options like “System Number” or “Main Company Number” 2. Verify with Your Carrier (Optional, but Important) Even if Evo Voice sends the correct Caller ID information, some mobile carriers may override it and display the number associated with the forwarding line (e.g., the business number). To mitigate this: - Test the setup across different mobile carriers (e.g., AT&T, Verizon, etc.). - If the mobile carrier restricts caller ID overriding, Evo Voice may be limited in control after the call leaves the platform. 3. Alternative Option: Enable Caller ID Readout If the caller ID can't be passed through due to carrier limitations, an alternative is to: - Use an audio prompt before the call connects that reads out the original caller’s number. - This ensures the recipient is still informed of who’s calling even if the number doesn’t display on the screen. ⚙️ Need Setup Assistance? If you're unsure how to update your routing rules or want this applied account-wide: - Contact Evo Support and request Caller ID Pass-Through to be enabled for mobile transfers. - Provide the specific user or rule that needs this behavior applied. ✅ Summary To show the actual caller’s number when transferring to a cell phone: - Use “Caller ID: Inbound Caller” or similar option in call routing. - Confirm your mobile carrier supports caller ID pass-through. - Request Evo Support help if unsure how your rules are currently configured.

Last updated on Jul 29, 2025

How to Sort Call Reports by Call Duration or Answer Time to Identify Longest Calls or Slowest Response

By default, Evo Voice’s standard reports may not offer direct sorting or filtering within the UI for metrics like call duration or answer time. However, you can still achieve this analysis using a few easy steps outside the platform. ✅ 1. Export the Report to Excel or CSV Format To enable sorting and deeper analysis: 1. Go to the Call Reports section in the Evo Voice console. 2. Select the date range and filters as needed (e.g., by user/agent, department, call type). 3. Click Export and download the file in CSV or Excel format. The exported file will typically include: - Agent or user name - Call start time - Ring time or time to answer - Call duration - Call type (inbound/outbound) - Call result (answered, missed, forwarded, etc.) ✅ 2. Sort the Data in Excel or Google Sheets Once exported, use spreadsheet tools to sort the data: - To find agents who take the longest on calls: - Sort the “Call Duration” column from largest to smallest. - To find agents with the slowest answer times: - Sort the “Time to Answer” or “Ring Time” column from largest to smallest (if available). If ring/answer time is not a visible column, you may need to request a custom report or check if timestamp differences can be calculated manually (Call Start vs. Answer Time). 🛠 3. Optional: Request a Custom Report If your team needs this type of analysis regularly, Evo Support can: - Set up a custom report that includes sortable fields such as: - Total call duration per agent - Average answer time per call - Missed vs. answered ratio - Enable recurring exports or a live dashboard integration (e.g., Power BI or Google Data Studio) if needed. ⚠️ Notes & Limitations - Sorting is not available in the in-platform table view for most reports — export is currently the best method. - Answer time data may not appear unless your phone system tracks ring duration separately. If unavailable, ask Evo Support if that metric can be added to your reports. ✅ Summary To identify which agents spend the longest on calls or respond the slowest: - Export the call report to CSV/Excel - Sort by Call Duration or Ring Time in your spreadsheet tool - Request a custom report if these fields are missing or if you want automation If you need help modifying the report template or building a filtered dashboard, reach out to Evo Support.

Last updated on Jul 29, 2025

Managing and Streamlining 10DLC Registration for SMS Campaigns

Overview 10DLC (10-digit long code) registration is now a regulatory requirement for businesses sending SMS via platforms like Twilio. This guide outlines how businesses can effectively manage and streamline the registration process, maintain compliance, and avoid delays or blocking of messages. What is 10DLC? 10DLC allows businesses to send SMS using standard 10-digit phone numbers, but requires registration to improve message delivery and reduce spam. It involves two key steps: - Brand Registration (your business) - Campaign Registration (your use case or messaging purpose) Step-by-Step: How to Register for 10DLC 1. Prepare Business Details - Legal business name - Tax ID (EIN) - Business address, phone number, website - Industry and messaging use case (e.g., customer support, marketing) 2. Register Brand via Twilio Trust Hub - Go to Twilio → Trust Hub - Select Create New Brand - Enter the business info accurately - Submit and wait for approval (can take minutes to a few days) 3. Register a Messaging Campaign - After brand approval, create a new Campaign under A2P 10DLC - Choose a use case (e.g., customer care, marketing, 2FA) - Add sample messages that represent real traffic - Set campaign attributes like: - Direct opt-in method - Opt-out and help keywords (e.g., “STOP” to unsubscribe) - Submit for review 4. Link Phone Numbers to the Campaign - Assign Twilio numbers to your approved campaign - Ensure only numbers tied to your business are linked - Each number should reflect the campaign’s use case Best Practices for Success ✅ Use Clear, Honest Message Content - Avoid misleading phrases or aggressive marketing tone ✅ Maintain Opt-In Logs - Be able to prove users opted in to receive your SMS ✅ Set Opt-Out & Help Responses - Ensure your campaign responds to "STOP" and "HELP" as required ✅ Monitor Campaign Health - Use Twilio’s Messaging Insights to check delivery rates, carrier filtering, and opt-outs Common Pitfalls to Avoid 🚫 Using Unregistered Numbers - Messages sent from unregistered 10DLC numbers may be blocked 🚫 Providing Inaccurate Business Info - Can lead to brand rejection or regulatory fines 🚫 Skipping the Opt-In Process - Non-compliance leads to campaign suspension 🚫 Reusing Content Across Campaigns - Each campaign should match the message purpose Ongoing Maintenance - Renew campaigns as required (some expire annually) - Update brand/campaign info if your business details change - Rotate numbers carefully—frequent switching can look suspicious Need Help? If you’re unsure how to proceed or encounter errors, reach out to Evo Support or your Twilio account manager. We can assist with: - Troubleshooting campaign rejection - Clarifying use case classifications - Linking correct phone numbers

Last updated on Jul 30, 2025

How Can I Remove an Email Address from Receiving Voicemail Notifications in a Voicemail Management System?

Overview If an email address is no longer supposed to receive voicemail notifications from Evo Voice, you can update the voicemail settings either through the user interface or by contacting system support. This guide walks you through the steps to remove or update notification recipients. Step-by-Step Instructions ✅ Method 1: From the Evo Voice Admin Portal 1. Log in to the Evo Voice Admin Portal. 2. Navigate to the Users or Voicemail Boxes section. 3. Select the user or voicemail box associated with the email address. 4. Locate the Notification Settings or Email Recipients field. 5. Remove the unwanted email address from the list. 6. Click Save or Update Settings to apply the changes. ✅ Method 2: Through the Customer Portal (if applicable) 1. Go to the Customer Portal URL provided by Evo Voice. 2. Access Voicemail Settings under your profile or extensions. 3. Find the section for Email Notifications. 4. Uncheck or delete the email address from the notification list. 5. Save your changes. 🛠️ Optional: Via Evo Support If you do not have access to edit voicemail settings: - Contact Evo Support and request removal of the email from voicemail alerts. - Provide the user name, extension, or voicemail box ID, and the email to be removed. Important Notes - Removing the email address stops all future voicemail email notifications, but previous messages already sent will remain in the email inbox. - If there are multiple recipients, ensure you're only removing the correct one. - Changes may take up to 5 minutes to propagate depending on system caching.

Last updated on Jul 31, 2025

Configuring Dialing Strings to Automatically Input 4-Digit Authorization Codes

Overview In environments where outbound calls require a 4-digit authorization code, you can configure your softphone or Evo Voice dialing string to automatically enter this code after dialing the external number. This streamlines the process and prevents manual input errors. Example Scenario When a user dials an outside line (e.g., 9 to get an external line) followed by the destination number (e.g., 91234567890), they are prompted to enter an authorization code (e.g., 1234) to proceed. The goal is to automate this entire sequence. Dial String Format Use the following format to configure the dialing string: 9<phonenumber>,1234 🔹 Explanation: - 9 — access line for external calls - <phonenumber> — the target number being dialed - , — comma acts as a pause (usually 1–2 seconds, depending on the softphone) - 1234 — the required authorization code Some softphones also support multiple commas for longer pauses: 9<phonenumber>,,,1234 You may need to test how many commas (pauses) are needed based on the speed of the prompt. How to Set This Up in Common Systems ✅ For Softphones (e.g., Zoiper, Bria, 3CX) 1. Open your dialer or speed dial configuration. 2. Enter the dialing string using the format above. 3. Save and assign it to a speed dial or use it directly in the dialer. ✅ For Evo Voice Admins 1. Go to Flows > Nodes > Dial Plan (or applicable outbound rules). 2. Check if any prefix logic or custom SIP headers are stripping the digits. 3. Confirm that comma pauses are supported by the end-point device (some desk phones may need firmware that supports this). Notes & Best Practices - Some systems interpret pauses differently (p or w may be used instead of ,). - Always test with a live number before rolling out to users. - For desk phones (Polycom, Cisco, etc.), this may require custom dial plans via provisioning. Need Help? If you're unsure how to apply this to your specific device or configuration, contact Evo Support with: - Your softphone/device model - Sample number format you’re dialing - Desired code to auto-input

Last updated on Jul 31, 2025

How to Obtain a New PIN for Accessing the Export Charges Process to QuickBooks

Overview To secure the export process of billing charges to QuickBooks, HostedSuite uses a PIN-based verification system. If you've lost or forgotten your PIN, or if it needs to be reset due to account changes or access control updates, follow these steps to obtain a new one. Steps to Request a New PIN ✅ 1. Identify Who Manages PIN Access Typically, only administrators or billing managers have access to the PIN or authority to request a reset. Confirm your internal point of contact if you’re unsure. ✅ 2. Contact HostedSuite or Evo Tech Support - Submit a request through your support portal or email support directly. - Include the following in your request: - Your full name and role - The associated HostedSuite account or company name - The reason for the request (e.g., PIN forgotten, account ownership changed) - Confirmation that you're authorized to make this request ✅ 3. Verification Step (if applicable) Support may verify your identity or role before issuing a new PIN. This can include confirming admin access or having an existing administrator approve the request. ✅ 4. Receive and Secure the New PIN Once approved, the new PIN will be sent to the authorized contact. Store it securely and do not share it with unauthorized personnel. Security Reminder For security and audit purposes, PINs should be changed periodically and shared only with trusted team members who manage QuickBooks exports.

Last updated on Jul 31, 2025

What Steps Are Needed to Set Up a New Switch on the Rack for EVO Service?

Overview Installing a new switch on the rack is a key part of expanding or restructuring your EVO Voice service infrastructure. This process ensures your phones, softphones, and other EVO-connected devices receive the required connectivity with correct VLAN tagging, routing, and power if using PoE (Power over Ethernet). Steps to Set Up a New Switch for EVO Service 🔧 1. Prepare the Hardware - Verify that the switch is rack-mountable and fits your rack layout. - Ensure it's a managed switch (required for advanced features like VLANs and QoS). - Confirm power availability and grounding. 🔌 2. Mount the Switch - Secure the switch into the rack using mounting brackets. - Connect the switch to a power source (UPS or dedicated circuit recommended). 🌐 3. Connect Uplink to Network Core - Use a patch cable or fiber connection to link the new switch to your core network or router. - Label the uplink port for easy identification. ⚙️ 4. Access and Configure the Switch - Connect to the switch via console, web interface, or SSH depending on model. - Assign a static IP address within the EVO admin VLAN or switch management network. 🛠️ 5. Configure VLANs - Create and assign the required VLANs: - Voice VLAN (for EVO phones/softphones) - Data VLAN (for workstations or auxiliary devices if applicable) - Apply VLAN tagging to the appropriate ports. 🌀 6. Enable QoS (Quality of Service) - Prioritize voice traffic to avoid jitter or latency. - Configure based on DSCP or 802.1p marking depending on system requirements. 🔁 7. Connect EVO Devices - Plug in EVO-supported devices like phones, consoles, or SIP routers to the correct ports. - Ensure ports are set to trunk or access modes based on VLAN setup. 📶 8. Verify Switch and Network Functionality - Test physical connectivity and port activity. - Confirm EVO service is registering devices correctly. - Use EVO Voice tools or dashboard to confirm communication flow. Best Practices - Label all ports and cables. - Backup switch configuration. - Maintain a documented map of device and VLAN assignments. - Use SNMP or monitoring to track switch performance and port activity.

Last updated on Jul 31, 2025

How to Reformat a Phone That Was Previously Associated With Another Company

Overview If a desk phone was previously linked to another EvoVoice account or a different company’s phone system, it may still contain old provisioning data. Before it can work with your EvoVoice account, you must reset it to factory settings and remove any old server configurations. Steps to Reformat / Factory Reset a Phone 1. Identify the Phone Model Check the model number printed on the back or underside of the phone. Each brand (Polycom, Yealink, Cisco, etc.) has its own reset method. 2. Perform a Factory Reset Polycom 1. Power on the phone. 2. When the phone starts booting, press Cancel to enter the setup menu. 3. Go to Settings > Advanced (default admin password: 456). 4. Select Admin Settings > Reset to Defaults > Reset to Factory. 5. Confirm reset. Yealink 1. Press the Menu button. 2. Go to Settings > Advanced Settings (default password: admin or 0000). 3. Select Reset to Factory and confirm. Cisco 1. Press Settings. 2. Navigate to Admin Settings > Reset Settings. 3. Select Factory Reset. Note: If you cannot log in because of an unknown admin password, you may need to perform a hardware reset (hold specific button combinations while powering on — see the manufacturer’s manual). 3. Remove Old Provisioning Server Details Some phones may automatically reconnect to the previous company’s provisioning server even after a factory reset. - Access the phone’s Web Interface via its IP address in a browser. - Go to Provisioning Server or Auto-Provisioning. - Clear the server URL and save the changes. 4. Provision the Phone for EvoVoice Once the phone is reset and cleared: 1. Log into the EvoVoice Admin Portal. 2. Go to Devices and select Add Device. 3. Follow the EvoVoice provisioning instructions for your specific phone model.

Last updated on Aug 13, 2025