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Provision a Polycom Soundpoint phone

Phones » Provisioning phones » Provision a Polycom Soundpoint phone

!Polycom Soundpoint phones are no longer supported. Consider upgrading to a newer series Polycom VVX or Yealink This guide is for the older Polycom Soundpoint models such as the IP 330 or IP 450. For current models see Provision a Polycom VVX series To provision a…

Provision a Polycom VVX series

Phones » Provisioning phones » Provision a Polycom VVX series

To provision a Polycom phone that is newly purchased or has been reset, you will need to point the phone to Verve’s provisioning server. You will also need to have your IP Address temporarily whitelisted if the phone has not been provisioned to Verve before.…

Provision a Yealink phone

Phones » Provisioning phones » Provision a Yealink phone

Yealinks can be provisioned through the screen and buttons on the phone itself, or in its web interface. Provision via the Web Interface To provision the phone via Web Interface, the computer you are using must be on the same Local Area Network as the phone. This…

Provision a Linksys/Cisco phone

Phones » Provisioning phones » Provision a Linksys/Cisco phone

!Cisco and Linksys phones are no longer supported. Consider upgrading to a newer series Polycom VVX or Yealink Summary “Provisioning” means verifying and/or applying the correct server settings on your phone device. We verify these settings when the phone…

Polycom Desk Phone user guide

Phones » Phone user guides » Polycom Desk Phone user guide

Set Up Voice Mail The first time you access voicemail on your phone, you may be prompted to record your name, greeting, and/or set up a PIN between 4 and 20 digits long. Setting up your voice mail should take about two minutes. The system will prompt you with…

Reset a phone extension

Verve Voice Portal » Office Manager » Reset a phone extension

Summary This article is intended to help you reset an extension back to it’s original state so that you can reuse it. The numbers and extension number will be the same, but you will be able to change the user PIN ID and greetings. You can also change the…

Phone user guides

Phones » Phone user guides

For phone user guides see the articles below: Polycom Desk Phone user guide Yealink Desk Phone user guide Yealink Cordless Phone user guide

Factory reset your phone

Troubleshooting FAQ » Factory reset your phone

Summary When first adding a VoIP phone to the Verve Voice system or at times when the phone may encounter errors that can’t easily be fixed, you will need to wipe off all previous settings, return the phone to its “from the factory” state, and point…

Yealink Desk Phone user guide

Phones » Phone user guides » Yealink Desk Phone user guide

Set Up Voice Mail The first time you access voicemail on your phone, you may be prompted to record your name, greeting, and/or set up a PIN between 4 and 20 digits long. Setting up your voice mail should take about two minutes. The system will prompt you with…

Yealink Cordless Phone user guide

Phones » Phone user guides » Yealink Cordless Phone user guide

Set Up Voice Mail The first time you access voicemail on your phone, you may be prompted to record your name, greeting, and/or set up a PIN between 4 and 20 digits long. Setting up your voice mail should take about two minutes. The system will prompt you with…

Block a number

Verve Voice Portal » Basic User » Block a number

Summary Blocking a number removes the ability for certain numbers to call your extension. Instructions 1. Select Answering Rules Log in to the User Portal and click on the Answering Rules tab located at the top of the screen. *If you have have Office Manager…

Manage a call queue

Verve Voice Portal » Call Center Supervisor » Manage a call queue

Summary The Call Center Supervisor can edit queue settings. You can use this to optimize your queue’s ring strategy. Accessing the Queue Settings You can edit the queue settings by mouse hovering over the queue you want to edit and clicking on “Edit…

Troubleshooting a Remote User

Troubleshooting FAQ » Troubleshooting a Remote User

Are you a Remote User? Is your phone displaying any messages below? (Found in the top right of the phone’s screen): “Time/date out of sync” “URL call is disabled” “Waiting for network to initialize…” “Could not get IP via…

Provisioning phones

Phones » Provisioning phones

Every phone that is purchased for use with Verve will ALWAYS need to be provisioned before they begin to work with our system. Provisioning the phone tells it where it needs to reach in order to begin making and receiving calls through the internet. *The first time a…

Ghost calls

Troubleshooting FAQ » Ghost calls

Summary Some users on home networks occasionally report receiving calls that they are unable to answer. When they answer the phone, there’s no one at the other end of the phone (or dead air). Typically the phone displays a caller ID like “100”,…

Statically assign an IP address

Troubleshooting FAQ » Statically assign an IP address

Summary By default your phone will have a dynamically assigned IP address. This means that when the phone boots up, it asks your network for an address (using DHCP) and in most cases your Default Gateway will respond with one. By giving your phone a static IP…

Verve Voice Portal

This guide covers important features that help you get the most out of your Verve Voice phone system. Click a link below, or use the navigation pane on the left to choose a topic. For the best experience, Google Chrome is the recommended web browser. Getting…

SIPTAPI Windows TAPI driver

Add-Ons » SIPTAPI Windows TAPI driver

!This product is no longer supported. SIPTAPI is a driver that will allow you to use the Windows TAPI (Telephony Application Program Interface) service with your Verve hosted phone system, enableing you to use click-to-call or other call initiation with a TAPI…

URL call disabled message

Troubleshooting FAQ » URL call disabled message

Summary At some point you might see your phone give an error message saying, “URL Call Disabled.” This message means that there was some interference keeping your phone from registering with Verve’s hosted VoIP servers. This guide will help you…

Manage Inventory

Verve Voice Portal » Office Manager » Manage Inventory

Summary This article describes how to check through the portal Inventory section to sort and find your telephone numbers as well as searching and making changes to your list of physical phones. This might be useful if you want to quickly see all of your phone numbers…

Issues with call quality

Troubleshooting FAQ » Issues with call quality

Summary There are several different types of problems that can occur with regard to call quality. This article defines the common problems along with ways to resolve them. !Most cases of call quality problems are caused by either insufficient internet bandwidth or…

Add answering rules

Verve Voice Portal » Basic User » Add answering rules

Summary Your answering rules control what happens when someone calls your phone. You can forward calls or have multiple phones ring simultaneously, and you can control the time frame for which these happen. Each answering rule must have a time frame associate with it…

Star Codes and Feature Codes

Phones » Star Codes and Feature Codes

Below is a list of common Star Codes and Feature Codes (or Dialing Codes) common to our generic dialing plans. Some accounts may have customized dialing codes, in which case you may need to contact your local administrator or Verve Support. Star Codes Code…

Messaging – SMS, MMS and Chat

Chat and SMS are features that allow you to send text messages internally to other users on your Verve account (Chat), as well as externally mobile phones or other enabled phone numbers (SMS). Chat functionality is enabled by default, but SMS functionality must be…

Basic User

Verve Voice Portal » Basic User

Your account has a variety of settings that allow you to customize the way your phone functions. All of your account settings can be managed through the Verve Voice Portal. Most extensions have a “Basic User” permission level. This gives you the ability to…

Office Manager

Verve Voice Portal » Office Manager

The “Office Manager” permission level has the ability to make changes throughout your entire phone domain, whereas a “Basic User” permission level only lets you edit your individual user settings. If you do not see the management tabs like…

Verve WebPhone

Softphones » Verve WebPhone

What is Verve WebPhone? The Verve WebPhone is a feature of the Verve Voice Portal that allows users to make and receive phone calls with a web application. This phone can be used as a supplement or an alternative to a traditional desk phone. Click here to view the…

Phones

For information on Verve Phones see the guides below. Phone user guides Provisioning phones Star Codes and Feature Codes

Welcome email

Verve Voice Portal » Getting Started » Welcome email

A Welcome Email is often sent when you first start using your Verve Voice service, and an Office Manager can send you a welcome email at any time. The welcome email includes your Portal Login, Extension number, and Phone Number (if applicable). It also contains a…

Verve Voice Mobile

Softphones » Verve Voice Mobile

Verve Voice Mobile is our mobile softphone solution, which allows you to make and receive phone calls with your Verve phone system right from your mobile device. Click here for the Verve Voice Mobile user guide *This service must be enabled on your Verve account…

Softphones

Verve includes access to two softphone for all users free of charge. Verve Voice Mobile – a mobile app installed on your Android or Apple smartphone, allowing you to use your business phone system on your personal device. Verve WebPhone – a browser-based…

Troubleshooting FAQ

The troubleshooting FAQ will help you figure out more complicated voice issues. If you get stuck feel free to call our support team at (877) 837-8348 option 1 or send an email to support@vervecloud.com. URL call disabled message Statically assign an IP…

Provisioning Server Addresses

Phones » Provisioning phones » Provisioning Server Addresses

Provisioning a phone requires entering a Provisioning Server Address in the phone’s settings, to direct it where to retrieve its configuration from Verve. These are commonly referred to as Endpoint or NDP servers. Verve has multiple Provisioning Servers,…

Change voicemail greeting

Verve Voice Portal » Office Manager » Change voicemail greeting

1. If you don’t see the “Users” tab, Click on ‘Manage Organization’ in the top right hand corner. 2. Click on the ‘Users’ Icon. 3. Click on the extension you wish to edit (you can type in the name field to filter users) 4. Click…

Suggested SOHO router settings

Troubleshooting FAQ » Suggested SOHO router settings

Summary In some cases a user might have a phone at home or in an office where Verve does not provide the internet service. In these cases, we have some suggested router settings that will help limit potential issues. Since Verve doesn’t manage the equipment,…

Set up voicemail greeting

Verve Voice Portal » Getting Started » Set up voicemail greeting

Summary Your voicemail greeting is the message a caller hears when they reach your voicemail box. The recorded name is a brief recording of your first and last name that a caller hears when they reach the company directory. If these are not set a caller will hear a…

Manage Voicemail

Verve Voice Portal » Basic User » Manage Voicemail

You can check your voicemail from your physical phone by dialing 5001 on the phone, and then entering your PIN. You can also access your voicemail messages via the portal for additional feature, such as downloading them as a WAV file. Click on the…

Call History

Verve Voice Portal » Office Manager » Call History

Checking the call history will easily to let you view how many calls an extension is making. You will also have the ability to export the call history to a .csv file to open and manipulate in an external program like Microsoft Excel. Log in to the User Portal and…

How to Dial International Numbers

Troubleshooting FAQ » How to Dial International Numbers

011 + country code + phone number

Group Chat

Messaging – SMS, MMS and Chat » Group Chat

Group Chat is supported for internal conversations among groups of users on the Verve phone system. Start a group chat by typing in a name (or extension number) in the New Conversation pop-up, and click on the user name followed by “ – Chat”. Add…

Getting Started

Verve Voice Portal » Getting Started

To make sure you are getting the most out of your Verve Voice system, follow these steps before using your phone: Set up voicemail greeting Set up voicemail-to-email Password Reset

Setting up Bria for Android

Softphones » 3rd Party Softphones » Setting up Bria for Android

Summary With the Bria app, you can create a copy of your office phone on your Android phone. You can receive incoming calls, make outbound calls with your office caller ID, and transfer calls. This tutorial will show you how to install and configure the…

Chat and SMS (Text Messaging)

Messaging – SMS, MMS and Chat » Chat and SMS (Text Messaging)

Access Chat and SMS Chat and SMS will appear in multiple places in the portal, as well as in the Mobile App and the Webphone Under Messages section in the Chat and SMS tab in the portal In the Contacts Dock Create a new message with the Start a new…

Call Monitoring

Verve Voice Portal » Office Manager » Call Monitoring

Summary Call monitoring allows you to listen to (“monitor”) both sides of an ongoing call, but the callers cannot hear you. Instructions for monitoring a call 1. Click on ‘Manage Organization’ in the top right hand corner (you must have Office Manager…

Change ring timeout

Verve Voice Portal » Basic User » Change ring timeout

Summary Changing the ring timeout affects how long the phone rings before following its first answering rule. Instructions 1. Select Answering Rules Log in to the User Portal and click on the Answering Rules tab located at the top of the screen. 2. Change ring…

NextLevel Click-to-Call

Add-Ons » NextLevel Click-to-Call

!This product is no longer supported. The Verve Click-to-Call feature uses an Add-On in the Google Chrome web browser. This Add-On will allow you to click on any reasonably-formatted phone number in any web page to place a call from your Verve…

Set up voicemail-to-email

Verve Voice Portal » Getting Started » Set up voicemail-to-email

Summary Your Verve voicemail comes with the ability to send the voicemails that you get to your email address. These voicemails are delivered as an mp3 file or a link to play the file on the Verve system. There are multiple options that can be configured for this…

Call Center Reporting

Verve Voice Portal » Call Center Supervisor » Call Center Reporting

The Call Center Supervisor can view and export call statistics of calls received by your call center. These statistics can be broken down by queues, dialed numbers, or by individual agents. There are also reports for agent availability and abandoned calls. This…

Call Queue SMS

Messaging – SMS, MMS and Chat » Call Queue SMS

Call Queue SMS settings can be managed in the call queue settings popup under the SMS tab. This tab is only visible if Queue SMS is enabled on your account. You must be an Office Manager or Call Center Supervisor to manage these settings. Contact Verve support if you…

MMS (Multimedia Messaging)

Messaging – SMS, MMS and Chat » MMS (Multimedia Messaging)

Picture messaging, also known as MMS or Multimedia Messaging, is available on Verve SMS-enabled numbers. To send a Picture Message In the “Send a message” field, press the Attach (paper clip) icon For Portal or Webphone (on your computer) A file…

Single Sign-On

Verve Voice Portal » Getting Started » Single Sign-On

Single Sign-On (SSO) gives users the option of signing into the Verve Voice portal by using their Office 365 or Google account. *Before you can use SSO, contact Verve Support at support@vervecloud.com to have SSO activated on your account. The process is simpler if…

Call Center Supervisor

Verve Voice Portal » Call Center Supervisor

Verve Voice offers call center functionality in order to meet growing industry needs and standards for multiple-agent call environments. This tutorial will walk you through the basics of how Verve Voice call centers work, as well as how they can be managed to optimize…

Call Recordings

Verve Voice Portal » Office Manager » Call Recordings

Summary Call recording must be set up for an extension (user) in order to pull up recording. Instructions 1. Click on ‘Manage Organization’ in the top right hand corner. 2. Click on ‘Call History’ icon. 3. Select (hover over) the call you want…

Call Center Agent

Verve Voice Portal » Call Center Agent

The “Call Center Agent” permission level has the ability to receive calls to a call center queue, log in and log out, and collect call center statistics. Check in and out If you would like your user permission level changed, contact our support at…

Manage hunt group

Verve Voice Portal » Office Manager » Manage hunt group

Summary Managing a hunt group gives a manager the ability to make on the fly changes to active call center environments. Instructions 1. Click on ‘Manage Organization’ in the top right hand corner. 2. Select Call Queues Click on the Filters link to pull up…

Setting up Bria for PC/MAC

Softphones » 3rd Party Softphones » Setting up Bria for PC/MAC

A Verve employee will give you the following information which will be needed for the setup: Domain/Proxy: nextlevel.mynlv.com This will depend on the name of your domain (This will be given to you from Verve) Outbound Proxy: nms.mynlv.com:5060 This will be…

Setting up Forwarding for Holidays

Verve Voice Portal » Office Manager » Setting up Forwarding for Holidays

1. First, login to the online portal with your admin account You will then need to click the Manage Organization button at the top right of the page 2. Next, navigate to **Time Frames*”* 3. From there you will need to create a new time frame for the given…

Setting up Zoiper for Android

Softphones » 3rd Party Softphones » Setting up Zoiper for Android

Install Zoiper from the Google Play Store When you first open the App it may prompt you to Allow the application to make calls. This will be required to allow the application to make calls. When you first open the App it may prompt you to Disable power save…

Setting up X-Lite for PC or Mac

Softphones » 3rd Party Softphones » Setting up X-Lite for PC or Mac

X-Lite You will need to download and install X-Lite from the manufacturer’s website. License fees may apply. Verve is not associated in any way with the manufacturer of this software. Run X-Lite and then click Softphone —> Account…

Password Reset

Verve Voice Portal » Getting Started » Password Reset

Verve Portal 1. In the login page, Please select Forgot Password 2. Enter your login name 3. Click on Send. You should see a green banner that says “An email has been sent to the specified address” ( This is the email address on the…

Setting up Zoiper for iPhone

Softphones » 3rd Party Softphones » Setting up Zoiper for iPhone

Install Zoiper from the App Store When you first open the App it may prompt you to Allow the application to make calls. This will be required to allow the application to make calls. When you first open the App it may prompt you to Disable power save mode. This…

Setting up Bria for iPhone

Softphones » 3rd Party Softphones » Setting up Bria for iPhone

Open the app on your iPhone: Then on the Settings page tap Accounts: In the Accounts section, at the top right tap the + sign In the Select Provider section, tap the SIP: VoIP (SIP) – Calling option: Before filling out the information below, you will…