AVOXI Core User Guide

(Updated September 18, 2018)

HOW TO ACCESS YOUR ACCOUNT 3

Your Account Profile 3

ADMIN DASHBOARD 4
AVOXI Interactive Guide 5
How to Edit Your Account Profile 5
How to Edit Your Password 6
How to Add/Updating Your Payment Method 6
My Numbers 8
Numbers Settings 9

How to Manage Multiple Numbers at Once (Bulk Updates) 9

Manage Feature In Bulk 10
Adding Forwarding Rules to Multiple Phone Lines At The Same Time 11

HOW TO TURN ON/OFF CALL RECORDING 12

Turning On Call Recording for Phone Lines 12
Turning Off Call Recording for Phone Lines 13
Turning On/Off Call Recording for Extensions 14

HOW TO MANAGE YOUR EXTENSIONS 14

My Extensions 14
Extensions Setting 15

HOW TO MANAGE YOUR VOICEMAIL 16

Configuring Voicemail Settings 17

MANAGING THE CALL FORWARDING FEATURE 17

Time of Day Routing 18

HOW TO SETUP CALL CONFERENCING 19

Creating Conference Rooms 19
Creating and Sending Call Conference Invitations 20

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HOW TO SETUP YOUR VIRTUAL ATTENDANT 21
Configuring Your Virtual Attendant 21
How to Create Virtual Attendant Sub-Menus 23

HOW TO CONFIGURE CALL SCREENING 24

Creating Call Screening Rules 24
Editing Call Screening Rules 25

HOW TO USE CALL BARRING 25

Blocking Outbound Calling to Specific Countries 25

HOW TO MANAGE AND CREATE CALL GROUPS 26

HOW TO MANAGE AND CREATE CALL QUEUES 27

HOW TO ACCESS YOUR CALL LOGS 28

How to Read Your Call Logs 28
How to Export Your Call Logs 29

HOW TO DOWNLOAD INVOICES AND MAKE PAYMENTS 30

How to Make a Payment 30

HOW TO USE THE CALL TRACKING FEATURE 31

How to Create A Call Tracking Campaign 31
How to Create Goals In Google Analytics 31

HOW TO PROVISION A SIP TRUNK 34

How to configure Call Barring on a SIP Trunk 34

HOW TO MANAGE YOUR GLOBAL SETTINGS 35

Extension to Extension Call Distinctive Ring (Global Setting) 35
Call Queueing (Global Setting) 35
Call Parking (Global Setting) 36

FREQUENTLY ASKED QUESTIONS AND SUPPORT 36

How to Access The FAQs 36
How to Open And Manage Support Cases 37
How to Log UI Support Tickets in SalesForce 38
Support Frequently Asked Questions 39

2
Welcome to AVOXI Core, AVOXI’s cloud-based business phone system platform. In this guide, we will
show you how to use your new phone system to connect with employees and customers around the
world. All you need to get started is a laptop and a reliable Internet connection.

HOW TO ACCESS YOUR ACCOUNT

To log into your AVOXI Core account, simply the login page
at ​https://core.avoxi.com​. Enter the username and
temporary password provided by your AVOXI Customer
Service representative, and click Login.
As soon as you sign in with your temporary password, you
will need to visit your Account Profile page and create a
new one for security reasons.

We recommend you choose a strong password with exactly

16 characters using a combination of letters, numbers, and
special characters.

- Special characters (~, !, @, #, $, %, ... ) can be used

- Uppercase letters (A-Z) can be used
- Decimal digits (0-9) can be used
- Latin letters (a-z or A-Z) can be used

Your Account Profile

A summary of your account profile is visible from the
home page. To see your complete account profile, click
My Profile from the dropdown menu to the right of the
navigation.
You can edit standard account information such as your
company name, contact information and payment
method from the Account Profile section of your home
page or from My Profile.

3
 ADMIN DASHBOARD
The admin home page gives office managers a quick view of the most frequently viewed account details,
including: Account Summary, Payment Methods, Your Numbers, Daily Traffic (7 Days) and the Inbound
vs Outbound Calls Chart for the current month.

AVOXI Interactive Guide

When a user logs in to the AVOXI portal for the first time, an interactive step-by-step guide will
begin highlighting important key information on how to use the different sections of the portal.

Click on ‘Next’ or ‘Skip’ to move to the next highlighted feature or end the guided tour by clicking
on the ‘X’. To engage or resume the guided tour, click on the help button typically located on the
lower left corner of any of the tables throughout the portal.

4
How to Edit Your Account Profile

To edit your account profile, click “My Profile” and then

click on the edit profile button.

A pop-up window will appear. Within this window, you

can change your company name, your address, phone
number, billing email, and your portal’s time zone.

IMPORTANT NOTES:
You can add more than one billing email address to
your account. To ensure delivery, place a comma
directly between each address. Do not add spaces.

After changing your time zone, you will see a time zone
for the portal, a time zone for the “billing” time zone
and a “Pending Billing Time Zone. The portal’s time zone is the time zone used throughout your AVOXI
account. The billing time zone is the time zone used for your invoices and billing related records. Changes
to this time zone will only take effect after 1 billing cycle. You can see pending changes under “ Pending
Billing Time Zone”.

Once you have completed your changes, click Save. You will be taken back to the profile screen, which
will reflect your changes.

How to Edit Your Password

To edit your password, click the Edit Password button. Then,
enter your current password as well as your new password.
When you are finished, click Save.

Note: We recommend you choose a strong password with

exactly 16 characters using a combination of letters,
numbers, and special characters.

- Special characters (~, !, @, #, $, %, ... ) can be used

- Uppercase letters (A-Z) can be used
- Decimal digits (0-9) can be used
- Latin letters (a-z or A-Z) can be used

5
How to Add/Updating Your Payment Method
Add and update your payment method through the online portal by clicking on the Add Payment
Method button next to your company profile. When prompted, select Credit Card or PayPal from
the pop-up window.

Adding a Credit Card:

Select the Credit Card payment method option

and complete the information required. Make
sure your billing information is accurate and
save your changes.

Note:​​ ​In order to protect you from fraud, credit

cards are only allowed to be changed
periodically. If the Add Payment Method button
is grayed out and you must update your card,
please contact our service team directly at
service@avoxi.com

Making a Payment Using PayPal:

Select the PayPal option to make secure

payments using PayPal. Click on the Pay Now
button, enter the amount you would like to pay
and click on next to securely sign in to Paypal
and complete the payment.

Note:​​ ​You may be required to log in or sign up to

PayPal to proceed.

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Quick Activity Reports

The bar graph on the left hand side displays your account’s overall call traffic, by day, over the
last 7 consecutive days. The circle graph on the right hand side shows the ratio of inbound vs
outbound calls for your account for the current month. This graph includes data from the start of
the month to the current day.

My Numbers
The main My Numbers screen shows the toll free or local phone numbers associated with your
company’s account.​ ​Click on any of the Customer Description rows to add descriptive information about
your numbers or click on any of the numbers listed to view and edit the individual settings for that phone
number.

If

you would like to manage your number further, click on any of the numbers listed to view and edit the
individual settings for that phone number.

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Numbers Settings
You can edit multiple settings from the number level in AVOXI core, including voicemail, call forwarding,
conferencing, and Virtual attendant. Please view the individual tutorials included later in this guide to learn
how to use these features.

How to Manage Multiple Numbers at Once (Bulk Updates)

Select multiple phone numbers by clicking on the selection box next to the phone numbers you
want to edit in bulk as shown below.

After selecting the numbers you want to manage, click on the “Bulk Update” button and select
the appropriate bulk update action.

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Manage Feature In Bulk
The manage features bulk update feature will allow you to turn on and off system features for
selected phone lines. To turn on or off features for multiple numbers at the same time, first,
select the phone lines you would like to manage. Then, click on the “Bulk Update” button and
click on “Manage Features”.

Turn any of the features below on or off.

9
Adding Forwarding Rules to Multiple Phone Lines At The Same Time

To add forwarding rules to multiple phone lines,

from the home screen, select the phone lines you
want the new rule(s) to apply and click on the
“Bulk Update” button. Then, click on “Change Call
Forwarding”.

A new screen should appear with a list of the

numbers you are trying to change. Review the phone lines listed and click on the “+Add Call
Forwarding” button to add your new forwarding rule(s). You may delete phone lines from this list
by clicking on the ‘X’ in case you selected the wrong phone line from the home screen. See the
Call Forwarding ​section to learn how to add forwarding rules.

Important Note:​​ Any new forwarding rule(s) created through the bulk update feature will
deactivate existing rules. However, if you would like to delete old forwarding rules, make sure to
click on the “Check to remove previously created rules” box as shown above.

10
 HOW TO TURN ON/OFF CALL RECORDING
The call recording feature available in your AVOXI Core platform will always be turned on by
default unless you have explicitly requested otherwise. Turning on/off the call recording feature
can be easily accomplished by directly selecting the phone line(s) or extension(s) you want the
manage.

Turning On Call Recording for Phone Lines

From the home page, go to the “My Numbers” panel and click on the call recording switch
associated to the phone line you want to enable the feature for. Then, select the appropriate
storage package and click on the “Buy Now” button to complete the task.

Note​​: You may upgrade or downgrade your call recording storage plan at any time.

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Turning Off Call Recording for Phone Lines
To turn off call recording, you must go to the phone line profile page. To do so, click on the
phone line you want to manage and scroll down to the “Phone Line Feature Configuration”
panel. There, you will find a switch toggle where you can turn off/on the call recording feature.

Confirm your action by clicking on the “Disable Feature” button.

Note:​​ Turning off the call recording feature will disable and delete all recorded files for that
phone line. Make sure to download any recording before disabling the feature.

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Turning On/Off Call Recording for Extensions

To turn on/off call recording for your extensions, click on Extension from the main menu. Then,
select the extension you want to manage.

Scroll down to the feature configuration panel and toggle the call recording feature switch on/off
to enable or disable.

Note:​​ Turning off the call recording feature will disable and delete all recorded files for that
extension. Make sure to download any recording before disabling the feature.

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 HOW TO MANAGE YOUR EXTENSIONS

Access the toll free and local phone numbers in your AVOXI Core account from the main navigation in the
upper right hand corner of your browser.

My Extensions
The main extensions screen
shows all of your active
extensions. You can change the
extension name by clicking on
the extension’s name and even
enable distinctive extension to
extension ringtones.

Click on any extension to access its settings.

Extensions Setting

You can edit multiple settings

from the extension screen,
including call forwarding,
conferencing, and voicemail. You
can also view recent calls made
to or from each individual
extension.

Please view the individual

tutorials included later in this
guide to learn how to use these features.

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Add Your Own Extensions

You can provision additional

extensions for new agents at
any time from your AVOXI
Core interface. To begin,
click “Add Extension” at the
bottom left corner of the
Extensions Menu. The
ordering tool will appear and
prompt you to select the number of new extensions you would like, as well as what type of softphone you
would like (desktop or mobile). Note: If you would like to add extensions without the AVOXI provided
softphone, please contact an AVOXI Account Manager.

Select your configurations:

name your agents and
assign them an (optional)
outbound caller ID and/or
call group. Once complete,
click the “Next” button in the
lower right corner.

Once you have configured

your new extensions, the
credentials for each
extension will be displayed.
This includes the extension
number, agent name, and
the login information for
each agent.

The “Order Completed” window opens and allows

you to enter email addresses for users if you wish
those agents to receive email instructions from the
system on how to configure their extensions.
Otherwise, you receive the agents’ credentials in
your email and will need to distribute the credentials
to each agent.

Click “Finish,” and just like that, you added new

extensions to your account. You can change the
settings of your extensions at any time by going to the Extensions page in the portal and clicking on the
extension number.

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 HOW TO MANAGE YOUR VOICEMAIL
Easily access and download voicemail messages from your AVOXI Core Portal. Configure your voicemail
settings, including voicemail to email and voicemail prompts.

To access your voicemail messages for a particular number or extension, click on Voicemail Tab. This is
accessible from any individual number or extension view if enabled.

You will see all voicemail messages on the main voicemail screen. Click any of the voicemails to
Download to your computer or local storage device.

Configuring Voicemail Settings

Customize the voicemail and voicemail to email settings for any number or extension from the AVOXI
Core Portal.

From the settings window, you can edit your

password, choose your voicemail prompt, and
configure voicemail to email settings.

Note: Your AVOXI Core Customer Service

representative can upload custom voicemail
greetings for you. The standard voicemail
greeting is available by default.

If you wish to receive instant voicemail

notifications in your email inbox, add the correct
address to the Email Address field.

Click Save to confirm your settings.

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 MANAGING THE CALL FORWARDING FEATURE

Forward calls to your virtual numbers or extensions with the call forwarding tool.

Follow these simple steps to set up call forwarding:

1. Enter the phone number that you wish calls to ring to in the field labeled Destination.
2. If you are forwarding calls to a SIP address, add the SIP address in the space provided and leave
the destination number blank. If you want to add multiple SIP address as failovers, make sure to
add separate rules and set the forwarding sequence as “in the order shown below”.
3. Leave protocol set as UDP.
4. Add a name for your forwarding rule.
5. Choose how long you wish the call to ring before forwarding to voicemail or the next rule.
6. Choose how you wish your incoming caller ID to display.
7. Click the Save button to activate your forwarding rule.

If you have multiple forwarding

rules, you can select how the
calls are forwarded: in the
order shown below,
simultaneously, or randomly.

To change the default setting,

select your new setting and
click save again.

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Time of Day Routing
Follow these simple steps to set up time of day routing.

1. Select the +Add Active Times option on the call forwarding rule you wish to configure.
2. Select the month, date or day of the week you wish the rule to be active in the popup window that
appears. (Select Always for all days and times.)
3. Select the starting and ending times for your call forwarding rule to be active.
4. Click the Save button to confirm your changes.

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 HOW TO SETUP CALL CONFERENCING
Your AVOXI Core portal comes equipped with a fully functional call conferencing platform included at no
additional cost (rate per minute applies). Easily create and configure unlimited conference rooms with
over 50 international access numbers, and host upto 500 participants per room. Keep in mind, all rooms
come with a standard 4 hour maximum conference talk time.

To get started, ​click on Conferencing link on the main navigation bar.

Then, click on the +Add Conference Room button to create your conference room.

A pop up window should appear prompting you to add a conference room name and configure additional
settings. Check the boxes applicable to your call conference requirements and then click on the Create
Room button to finish.

19
Once your conference room is created, an emerging window should appear with additional details about
your newly created conference room.

From here, you can select and copy

conference access details such as the
guest PIN (1), your admin host PIN (2)
and your access numbers (3).

(1) Guest PIN:​​ This 7 digit code is

randomly generated to provide
an extra layer of security and
prevent outsiders from access
your conference room. Share
this pin with your guests to
provide immediate access to
your conference room.

(2) Admin Host PIN:​​ This code

grants administrative rights to
users in the conference room.
Furthermore, the host pin
allows administrators additional
control over the conference
such as user arrival and
departure announcement, play
music on hold until the host
enters the room, and also make
guests wait for the host to start
the meeting.
(3) Access Numbers:​​ With over
50 numbers in 25 countries, the
conference access numbers
allow all users, guests and
hosts to enter conference
rooms locally or toll free.

Click on the “Copy Room Details” button to automatically add the room details to your system’s clipboard
and easily share the conference information at your convenience (on your keyboard, press command + v
on Mac or control + v to paste the information).

20
 HOW TO SETUP YOUR VIRTUAL ATTENDANT

The AVOXI Core Portal web interface also allows users to setup their own Virtual Attendant. Just click on
the AVOXI phone line you would like to enable this feature and click on the Virtual Attendant tab. If the
Virtual Attendant tab is not enabled, go to the Profile tab and turn the feature on.

Once you are in the Virtual Attendant tab, you will see a table with a pre-configured Virtual Attendant
called ‘ROOT’. This is your main Virtual Attendant. Click on ROOT to configure active times, upload audio
prompts and complete the call routing configuration.

If you would like to create a new Virtual Attendant as a sub level of ROOT, you may do so by clicking on
the ‘+Add Virtual Attendant’ button and following the steps below.

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Configuring Your Virtual Attendant
(You may also follow these steps to re-configure
your ROOT VA. Please keep in mind that the
ROOT VA cannot be renamed.)

1. Add a friendly name to your new VA. Setting

a name is a requirement to move to the next
steps.
2. Set Active Times by selecting the required
month, date, day or hours of operation. If you
would like your VA to be active at all times,
leave all these parameters blank and click on
Next.
3. Upload your menu prompts.
a. The Intro prompt should include a
welcome message with your
company name so callers know they
are calling the right company. ​(This
prompt is required)
b. The Menu prompt should include the
different options you would like your
callers to hear before they press a
number on their dialpad to get re-routed to the appropriate department. e.i. “Press 1 for
Sales, press 2 for support…” ​(This prompt is required)
c. The Timeout prompt is the prompt you would like your callers to hear if they take too long to
press a menu option. ​(This prompt is NOT required)
d. The Unavailable Selection prompt is the prompt you would like your callers to hear if they
press an option not available in your menu prompt. ​(This prompt is NOT required)

Click on Next to configure the menu routing.

To configure your menu routing, click on the

‘+Add User Input’ button.

Note: ​If you are trying to configure the routing

for ROOT, all the user inputs may already be
preset for you. Just click on the user input you
want to configure and follow the instructions
below.

22
A pop up window should appear with additional configuration parameters as illustrated below

1. Click on the User Input drop-down and

select the option you want to map. If your
menu prompt says “Press 1 for sales”
then, you are going to select User Input
#1.
2. The Action tells the system what to do
when the caller presses 1. You can
configure this option to transfer calls to
direct extensions, external phone
numbers, call groups, call queues and
even other virtual attendants.
3. If you would like to upload or record a
prompt for each User Input, you may do
so by checking the “Play Before Action” box and uploading or recording the prompt.
Repeat these steps for each of your menu options.

Note: Clicking ‘Done’ before completing all the steps above will take you back to the main
Virtual Attendant page and will not complete your configuration.

23
How to Create Virtual Attendant Sub-Menus
If you would like to link multiple virtual attendants and create menu sub-levels, first, create secondary
virtual attendants by following the steps explained above. Then, when you get to the routing portion of the
configuration, set the action for the user’s input to the secondary virtual attendant you are trying to
connect as shown below.

1. Create Secondary Virtual Attendants

2. Set User Input’s action to the newly created (secondary virtual attendant)

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 HOW TO CONFIGURE CALL SCREENING
With call screening, you control how inbound calls are handled before you even answer them.
Create call screening rules to send specific callers straight to voicemail, or transfer them to
another number or extension.

Creating Call Screening Rules

To add a Call Screening rule, click the orange button labeled + Add Screening Rule.
A popup window labeled “Call Screening Setting” will appear. Complete the following steps to configure
your Call Screening Rule:

1. Use the “Action” field to determine what should

happen to the screened call. (Example: Ring
Voicemail or Reject)
2. Select the time that you wish the rule to be active
using the “Time Filter”. If you want this new rule
to stay active at all times, leave blank.
3. Add the phone numbers that you wish to screen
using the Caller’s Number Filter Group. If you
don’t have any groups created, select “Create
Incoming Number Filter Group” and name it in
the next field.
4. In the “Number List” field, add the phone
numbers, starting with the country code, you
would like to filter.
5. Under “Incoming Number Filter” Add the
incoming phone numbers that the Call Screening
rule should affect. This number should be a
number in your AVOXI Core account that callers
dial to reach you. (Note: You can select “Any of
My Numbers” if you wish to apply the Call
Screening rule to all numbers in your account.)
6. To activate your Call Screening rule, check the
Activate Rule checkbox. Then, click Save to
confirm your changes. Your new call screening
rule will appear on the Call Screening main page.

25
Editing Call Screening Rules

To edit an existing Call Screening rule, click on the pencil icon under the column labeled “Edit.”

A popup window will appear and allow you to change the existing settings on your Call Screening rule.

When you have completed your changes, click Update to confirm. The updated rule will appear on the
Call Screening main page.

TIP: ​Use the three-lined icon to the left to drag and drop rules into the correct order.

HOW TO USE CALL BARRING

Call Barring is a great feature to help you manage where your employees are calling. With call
barring, you can select specific geographical regions or specific countries where you would like
to disable outbound calling.

26
Blocking Outbound Calling to Specific Countries
First, select the number you would like to enable call barring from the home page.
● Make sure the feature is enabled in the phone line profile.
● Go to the call barring tab and click on the region you would like to block outbound
calling.
○ Click on the “+” sign on the desired region. A list of countries within that
region should expand.
○ Select all or choose the specific destinations (countries) you would like to
block and click save.

HOW TO MANAGE AND CREATE CALL GROUPS

27
Use hunt groups to distribute calls to a single toll free or local
number to multiple extensions. You can choose to ring multiple
extensions in order, simultaneously, or randomly.

To add a new call group, click on the orange button labeled

+Add Call Group.

A popup window will appear and prompt you to add the following
information:

● Call Group Name

● 4 Digit Extension (must be unique)
● Ring Sequence (choose from in order, simultaneously,
randomly, or least used)
● Caller ID (choose if you want to use your pre-programmed caller ID)
● Call Pickup (choose if you want the call to be picked up by the first answer)
● Call Group Members (choose which extensions should be in this hunt group)

When you have configured your call group, click the Save button. Your new hunt group will appear on the
main call group menu.

HOW TO MANAGE AND CREATE CALL QUEUES

Before you can add call queues, you must be sure that you have enabled this feature by
purchasing the appropriate subscription (see ​Global Settings​). Once you have enabled this
feature, you must create at least one call group with at least one agent. You will only be able to
assign agents to a call queue if they exist in a call group. When you have enabled the call
queue feature and created at least one call group, use the following instructions to customize
your call queue.

1. Click on the ‘Add’ button under the Call Queueing column associated to the call group
you are trying to configure.

28
 2. When the pop up window appears, choose the number of simultaneous active calls you
would like to allow for this call queue. This number should be equal or less than the
number of agents in the call group.

3. Select the maximum number of calls on hold you would like to allow for this queue. This
is the number of callers you
would like to allow to be waiting
in the queue for an agent to
become available.

4. If you would like customers who

enter the queue to be told how
many callers are ahead of them,
check the box labeled
“Announce Number of Callers
Ahead.”

5. Click “Save.” Just like that, you

have created a new call queue!
You may update your call queue
settings at any time following the same steps.

HOW TO ACCESS YOUR CALL LOGS

All inbound and outbound calls made through AVOXI Core are recorded in your call logs. To access your
call records, click on the call logs icon in the main menu.

29
How to Read Your Call Logs
Call records provide detailed information about calls made and received from your AVOXI Core account.
Read the glossary below to learn how to read and analyze your call records.

Please note that your call logs may show multiple records for one call, as highlighted in the example
below. This occurs when an incoming call is forwarded to more than one number or device per your call
forwarding rules.

Date​​: Date and time

that the call was
made or received.
From​​: The calling
party.
To​​: The called party.
Duration​​: Length of
the call.
Cost​​: The cost of the
call (in cents).

You can also listen to and download call recordings from the calls shown in your call logs. Call recordings
are stored in the AVOXI cloud for 15 rolling days from the date that the call was received. You can
download the recordings to your computer or a local storage device to maintain the recordings for future
use.

How to Export Your Call Logs

AVOXI Core allows you to export call logs

directly from the User Portal. It’s simple:

First, select the date range that you wish

to export from the date range selector on
the left side of the screen. Click the
Update button to save your changes.

Then, scroll to the bottom of the screen

and click the Download button. Call logs
are automatically exported as .csv files.
Once you have downloaded and saved
your call logs to your computer, you can
then change the format of your file.
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 ​HOW TO DOWNLOAD INVOICES AND MAKE PAYMENTS

The AVOXI Core Portal makes it easy to manage billing and payments.

All invoices can be downloaded as PDF documents from the Billing page. All
payment records can be viewed from the Payment History link.

You can also make payments directly from the Invoices tab.

How to Make a Payment

Navigate to the Invoices tab from the main AVOXI Core menu. You will see a
list of your most recent invoices displayed on this page.

To download the PDF document of your invoice, click on the invoice number to the left. To pay your
invoice, click on the Unpaid link under the Status column, as highlighted below.

A popup window will appear. This window will

securely display the payment information that you
have on file. If you need to change the method of
payment that you have on file with AVOXI, please
contact Customer Service at ​service@avoxi.com​.

Enter the amount you wish to pay, and click Pay Now.
Your successful payment will appear in the Payments
tab within 24 hours of submission.

31
 HOW TO PROVISION A SIP TRUNK
Easily integrate in-house PBX phone systems to AVOXI Core and enable outbound calling to
any destination around the world. To add SIP Trunk capabilities to your account, click on SIP
Trunking link on the main menu.

Click on the “Add SIP Trunk” button and follow the prompts to get started.

1. Add a friendly name to label

your new SIP Trunk.
2. Add a public IP address
associated to your in-house
phone system.
3. Chose the closest server
location to your business’
physical location (the closer
you are connected to the
server location, the more
stable connection you can
get).
4. Choose your outbound
caller ID (caller ID numbers
are based on already
owned phone numbers
associated to your
account).
5. Choose the appropriate
service subscription based on the number of outbound channels required. You may
upgrade the number of channels at any time.
6. Accept the terms and conditions and click on Save.

32
 After your SIP Trunk is activated, an emerging window should appear confirming your
purchase. Click on the “View setup instructions” button to access the configuration
step-by-step guide. There, you can find details on how to setup your in-house PBX to work
with your newly added AVOXI SIP Trunk.

Please note: Changing the server location or your public IP address on any of your sip
trunks, will require you to update your systems configuration. Make sure to review the
configuration details as the connection parameters will change and your outbound service
may be interrupted.

How to configure Call Barring on a SIP Trunk

To configure the call barring feature on any of your SIP Trunks and block unwanted outbound
destinations, click on the configuration link under the Call Barring column associated to your SIP
Trunk. Refer to the ​Call Barring​ section for more information.

33
 HOW TO MANAGE YOUR GLOBAL SETTINGS

Configure global account settings by clicking on the 3 line icon located on the top right corner of
your online portal and click on My Profile. Turn on or off global settings to enable or disable
additional features such as Extension to Extension Call Distinctive Ring, Call Queueing, and
Call Parking.

Note:​​ Global settings affect the whole account. Turning features on or off may affect the way
other account features behave.

Extension to Extension Call Distinctive Ring (Global Setting)

This global feature allows users to enable a distinctive ring tone when calling internal
extensions.

This feature only works with the following supported hardware phones.
- Grandstream GXV, HT and GXP models
- Polycom IP 550
- Yealink SIP T19P, T21P. T23P/G, T29G

Call Queueing (Global Setting)

This feature requires a monthly subscription. 10, 20 and 30 concurrent calls/channels available.
Turn on the feature, select the desired plan and click on the configure button to manage your
Call Queueing feature.

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Note:​​ The Virtual Attendant must route calls to the call queue in order to properly work. Refer to
the ​Call Queueing​ feature for more information.

Call Parking (Global Setting)

This feature allows users to place calls on hold and pick them up from a different phone within the
network (other AVOXI hosted extension).

FREQUENTLY ASKED QUESTIONS AND SUPPORT

Find answers to commonly asked questions, open and manage support tickets. Click on any of
the icons to go to the corresponding page.

How to Access The FAQs

Click on the FAQ icon to view answers to frequent

questions. If you still have questions and need
additional support, click on the “Open a Trouble
Ticket” link to go to the Case Management page.

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How to Open And Manage Support Cases

Manage your trouble tickets with

ease. Click on any of your tickets to
view additional information about
their status and review case
comments to stay up to date.

To open a new case, click on the “Create New

Case” tab. Add your contact information and
select the Problem Type from the drop down
menu. Then, add a short description of the
problem. Make sure to include as much
information about the issue as possible. If you
are experiencing call quality issues, make sure
to include date, time, call samples and any
other additional information that may help us
solve your issue. You may upload any
screenshots or call recording samples by
clicking on the upload file button.

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Support Frequently Asked Questions

Every AVOXI Core phone number and extension comes standard with 3 channels. This means that you
can have 3 concurrent calls on any given extension or number.

If you require additional channels, please contact ​sales@avoxi.com

Currently, we have 4 different options for call recording storage. Click on the phone line or extension you
would like to enable call recording and choose from any of the available prices. Calls will start recording
immediately after you confirm the changes.

AVOXI Core supports a wide range of codecs; however, our default codec is G.729. If you have specific
questions about alternate codec support, please contact ​support@avoxi.com​.

Customers cannot add new IP addresses from the AVOXI Core User Portal. If you need to add a new IP
address for call forwarding, please contact ​support@avoxi.com​.

To change your default music on hold, please contact ​support@avoxi.com​ with the audio recording that
you would like to use. Our Customer Support team will add the new audio file for you.

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