Hosted Voice Support
To access your ABB Hosted Voice Portal you can visit hostedpbx.atlanticbb.net.
If you do not have a user name and password please call customer service at 844-579-0695. A customer representative will supply your user name and password, and the Hosted Voice Portal Administrator Guide. Through the portal you can access your voicemail, view your call history and manage your extensions and inbound call rules.
The company administrator is the person your business designates to have access to all the company extensions and special features that are on the Hosted Voice platform. They are able to manage all the user extensions; configure inbound calling rules, control which extensions are part of the call groups for queues, intercom and paging groups. They also have the ability to reset individual user passwords.
If you are using an IP desk phone provided to you by Atlantic Broadband, you will have a voicemail feature key that will allow you to directly access your extension’s voicemail box. You can listen to voicemail, change your greetings and reset your voicemail box password. You can also access your voicemail by selecting the home feature key and selecting the messages icon. For more detailed instructions please refer to the User Guide.
Yes. Upon receiving a new voicemail, you will receive an email with an attached sound file (*.wav) that can be played back, saved or forwarded.
Yes. If your service includes a mobility seat, you can download the Atlantic Broadband Hosted Voice mobile app from the Apple App Store or Google Play, This app will turn your mobile phone into an actual extension of your Hosted Voice service. An Atlantic Broadband representative will provide credentials to sign into your mobile app.
Android 4.1 and up, Apple iOS 7.0 and later.
Visit your device’s app store and search for Atlantic Broadband. You will see the Hosted Voice applications. An Atlantic Broadband representative will provide credentials to sign into your mobile app.
Your Atlantic Broadband Business Account Executive will assess your current voice system and walk you through the design of your new Atlantic Broadband Hosted Voice service. Atlantic Broadband local technicians will perform a site survey to ensure everything is in place to support Hosted Voice or to guide you with any required network upgrades. On install day our technicians will arrive on site to install and test all phones and equipment.
Atlantic Broadband requires that the customer’s Local Area Network (LAN) be a layer-2 switched Ethernet network with at least one available port on the switch. Atlantic Broadband does not support Hosted Voice service in a hub or bridged network.
Yes. You can transfer (port) your existing toll free and or local phone numbers to Atlantic Broadband Hosted Voice. The porting process takes approximately 7-10 business days and is dependent on how quickly your current provider releases the phone numbers.
Yes. You can view the international calling rates at atlanticbb.com/business/phone/international-rates. To activate international calling, please call customer service at 844-579-0695.
If you lose power or Internet connection at any of your business locations, you will not be able to use the IP desk phones at that location. However, there are several call-forwarding options so these inbound calls will not be affected by the power outage or loss of Internet connection. Please contact your local Atlantic Broadband representative to review these features.
You can forward your calls to another extension, voicemail or external number such as a mobile or answering service by selecting the call forwarding soft key, selecting the type of call forwarding (Always, No Answer, or Busy) and entering the extension or phone number to which calls will be forwarded. Then select enable. For more details please refer to the User Guide.
Conferencing is an optional feature that enables you to have an unlimited number of audio conference calls for you and other participants to dial into. You can set this up to be accessible internally with its dedicated extension or externally so that participants who do not have access to a company Hosted Voice desk phone or soft client can dial in. To conference two simultaneous calls, select the more, then conference soft keys, dial the third extension or number and select conference again.
Paging is a one-way communication through the phone system to the speakers on the Hosted Voice phones. Intercom is a two-way communication through the phone system using the speakerphone on the Hosted Voice phones.
Yes. You can request the setup of a paging group as a special feature that allows specified users to page other users that are part of a paging group. This enables you to have multiple paging groups and notify only those members within the group vs. a company-wide page.
Yes. An additional SIP to amplifier convertor may be required. Once setup is complete designated extensions will be able to page an announcement to an overhead paging system.
Yes. If you have access to dial an intercom extension that has been setup you will be able to intercom other extensions that are part of the intercom group. Users on the phone will not be disturbed by the intercom.
Yes. Your Atlantic Broadband Business Account Executive can set this up for you. Once activated, all inbound and outbound calls can be recorded.
The Hosted Voice IVR (interactive voice response) provides a fully automated system that interacts with callers to allow them to choose how they want their call to be directed to a person or group. The IVR is fully customizable with prompts, listed company options, direct-to-operator and company directory so that your calls always reach the correct person or group, and so the caller has a positive calling experience. IVRs can be created for business hours and closed hours as well as weekends.
A call queue is a group of user extensions setup to receive an inbound call so that the calling party is answered by the correct person/group within the company.
There are 3 types of calls queues that you can setup to distribute calls
1. Sequential – The caller is directed to different extensions in a sequential order
2. Simultaneous – Multiple extensions can be setup to ring at the same time.
3. User skill/penalty – You can setup which extensions are called first by skill/penalty level. You can mix simultaneous and sequential ringing types.
Presence allows you to see the calling status of other users. This feature is setup at the time of installation and is only available on presence-capable desk phones provided as part of the Atlantic Broadband Hosted Voice service. The display or corresponding line keys of the other extensions you’re monitoring will blink when the line is ringing. It will show a steady light when the line is in use.
If a colleague’s line is blinking (which means it’s ringing) and you have permission, you can pick up the line. If a line is idle (not lighted), you can press that line to quick-dial that person. In addition, if a line is idle you can also press that line when doing a transfer as a quick-dial for the transfer.
The Universal Service Fund is a federal program to subsidize telecommunications services to certain customers. The Federal Communications Commission permits service providers to recover these contributions from their customers as a separate line item on the bill.
The Universal Service Recovery Fee is a surcharge imposed by the company to recover our contribution to the federal Universal Service Fund. The Universal Service Recovery Fee is calculated by multiplying the interstate and international telecommunications charges on a customer's bill by the current contribution rate. The contribution rate is set quarterly by the Federal Communications Commission.
On June 3, 2005, the Federal Communications Commission (FCC) mandated that all Internet phone service providers are interconnected to the public switched telephone network and must offer e911 as a standard element of their residential and business offerings.
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- Small/Medium Business