XMission Wiki - User contributions [en]

Voice Troubleshooting

2011-01-24T20:14:37Z

Mkat:

== XMission Voice Troublesooting and Help ==

Here you will find some common answers for troubleshooting or using your XMission Voice service. If you have gone through all of the troubleshooting steps and still find that you are having issues, or your issue is not covered in this section, please contact our 24 hour Technical Support department. If at all possible, please contact Technical Support on a separate line such as a cell phone, with a phone plugged into the telephone adapter nearby. Before calling Technical Support, please try a "powercycle" by unplugging the black power cable from the back of the telephone adapter, and leaving it unplugged for exactly 1 minute.

''My service was just installed, or I've connected my telephone adapter for the first time. I have no dial tone, and calls to my XMission Voice number go straight to voicemail''

Check the lights on the front of your telephone adapter. The POWER, and PHONE 1 (and PHONE 2 if you have 2 lines) lights should be lit up green and the ETHERNET light should be blinking. If none of the lights are lit up, make sure the power cable is plugged in securely to the back of the telephone adapter. If ETHERNET is not blinking, but the POWER light is blinking, check to see if the ethernet cable between the telephone adapter, the UTOPIA access portal (for UTOPIA customers) or your router/switch (DSL customers) is secure. Try using a different cable if you're able to.

For DSL customers: Check to see if you have internet access by trying to visit any webpage on a computer plugged into your modem, or check the DSL light on your modem to see if it is blinking (indicating no valid DSL signal from Qwest).

''I can make calls from my XMission Voice line just fine, but when people try to call me, all they get is a busy signal''

You may have accidentally enabled the DND (Do Not Disturb) feature on your line. Try dialing *79 on your phone.

Call forwarding may have been enabled but going to a line which is busy. Try disabling call forwarding by dialing *73

The telephone adapter you are using may be an older model which may be causing the problem. If the adapter says Handytone 286 on it, please contact XMission Support to have the telephone adapter replaced for free.

''I notice that calls are noisy, scratchy and generally of low quality (Or callers tell me that my voice sounds far away, scratchy or noisy)''

Please take a single corded phone over to the telephone adapter, and plug it into the PHONE 1 port on the back of the unit, and try your call again. If you find that the call issues have gone away, then the home phone wiring may be to blame (for UTOPIA customers) or the cordless phone you were using is experiencing interference.

For DSL customers: Try stopping all internet activity and then try your call again. If the quality improves, you may need to contact XMission Technical Support so that we may walk you through enabling QOS on your DSL modem, which will prioritize voice data over other types of data.

''I've used the call forwarding, call blocking, or other star code feature with providers in the past, but when I use call forwarding with XMission Voice, I do not hear a dial tone after entering the option to confirm that the option has been enabled.''

This is normal. You will not hear a confirmation tone, but after about 30 seconds or so, you should hear a busy signal.

''I'm trying to use 2 different star codes at once (such as caller ID blocking, and call waiting disable) but all I get is a busy tone after I start to dial the second star code''

You cannot stack star codes on top of each other using the phone. However, these features can be enabled all at once using the phone options portal through your computer's web browser.

''How can I check my voicemail when I'm away from home?''

The easiest way would be to use http://voice.xmission.com . You can access that address and your voice mail as well as your phone options from any internet connected computer in the world. Alternately, you can dial your XMission Voice phone number, and press star (*) when you hear your voicemail greeting.

''My CALLER ID display shows the phone number of the person who is calling, but is showing UNKNOWN as their name, or My CALLER ID display is showing the wrong date/time.''

Contact XMission Technical support to fix this issue.

''I use my own answering device for voice messages. How can I turn off the XMission Voicemail forwarding?''

If you have the voice portal enabled, you can do this from the phone options, forwarding options. If you do not have the voice portal enabled, please contact XMission Technical Support and we can disable the voice mail forwarding for you.

''I want my phone to ring more than 4 times before the call goes to voicemail.''

If you have the voice portal enabled, you can extend the amount of time it takes before a call is forwarded to voice mail. This length is not measured in number of rings, but in seconds (Default is 22 seconds, which equals 4 rings) and you can set a max time of 60 seconds. If you do not have the voice portal enabled, please contact XMission Technical Support and we can set the forward time for you.

''I am having trouble sending or receiving faxes, or establishing a data connection using a dial up modem.''

XMission Voice does not officially support faxing or other data transmission over VoIP. There are many limitations which will not allow us to guarantee that these services will work properly with XMission Voice. However, we can make changes in your telephone adapter that may allow you to send and receive faxes easier. You will also want to consult your fax machine's instruction manual to determine how to lower the connection speed of your fax machine to 9600 baud or slower.

If customers do require the ability to fax, we recommend that they purchase a different telephone adapter (Sipura SPA-2100) which supports the t.38 faxing codec. XMission Voice does not provide this adapter and it will have to be purchased separately. Even with this adapter, we are still unable to guarantee 100% fax compatibility.

XMission Voice does not support and cannot guarantee compatibility with devices which use a modem to communicate. This includes dial up modems, set top boxes (such as Tivo, Satellite receives and such) or any other modem device.

== XMission Voice over DSL specific issues ==
These are issues which will only affect XMission Voice customers who are receiving the service over their DSL modem

''How can I plug multiple phones into the telephone adapter?''

At this time, XMission can only support a single phone plugged into the telephone adapter's PHONE 1 port, or one phone plugged into PHONE 1 and one phone plugged into PHONE 2 for 2 phone numbers. We recommend purchasing a cordless phone basestation which has the ability to expand up to several cordless handsets.

''My DSL modem only has one ethernet port on it which is already being used by my computer''

You will need to purchase an ethernet switch which will allow you to plug multiple devices into your DSL modem.

== XMission Voice Portal ==
For issues regarding the voice portal and accessing your phone options. You can access these features at http://voice.xmission.com

''I've tried to access voice.xmission.com but it's telling me that my PIN code is invalid, or is saying that I need to change my pin code''

Please pick up your XMission Voice line and dial *98, followed by option 0, and then option 5, to change your voicemail PIN code. For security reasons, we do not allow access to voice.xmission.com using the default pin code.

''Where is the play button? How do I listen to my voice mail?''

Simply click on the CALLER ID info of the call you wish to listen to. Playback should begin immediately, and you will also be presented with a bar below the CALLER ID info and a timer to the right which indicates which part of the message you're listening to. TO pause, click on the CALLER ID info again.

''I cannot listen to my voicemail when I click on the text. All I get is a dialog which wants me to download a file''

The security software on your computer is blocking flash from playing within web pages. Try disabling the software or adding voice.xmission.com to the security software's whitelist

You may have a flash blocker enabled on your web browser. Try disabling it for voice.xmission.com or add voice.xmission.com to the whitelist for that plugin.

You may not have the flash plugin installed for your web browser. Visit http://get.adobe.com/flashplayer to download the plugin for your browser.

You may be using an older browser which does not support flash or the code for the voice portal. We recommend the latest version of [http://www.getfirefox.com Mozlla Firefox] or [http://www.google.com/chrome Google Chrome]

''Can I download my voice mail?''

Yes! Simply right click on the CALLER ID text, and select the Save Link As or Save File As or Save Location As (this option may be different depending on your browser). You should be presented with a dialog which allows you to specify the location where you wish to save the file. Clicking on Save will begin the download.

''Can I have my voice messages emailed to me?''

Yes! Under the voice portal, in Voicemail Options, make sure that the email address where you wish to receive these voice messages sent to is entered in that field, and then under Attach Audio, select Yes. Please note that these emails will take up much more space in your mailbox than a normal email would. You will want to check with your email provider to see how much email storage space you have available to you, and check your email to clear out messages so that you do not go over your storage quota.

''After listening to a message in the voice portal, I still get the dial tone on my XMission Voice phone which indicates that I still have new messages.''

When you listen to messages in the voice portal, the messages are not marked as listened to.

''I looked in the Call Log, but I don't see every call that's made from my XMission Voice number''

The Call Log only logs calls which have gone to your voicemail either directly or after ringing several times.

Voice Troubleshooting

2011-01-24T20:13:06Z

Mkat:

== XMission Voice Troublesooting and Help ==

Here you will find some common answers for troubleshooting or using your XMission Voice service. If you have gone through all of the troubleshooting steps and still find that you are having issues, or your issue is not covered in this section, please contact our 24 hour Technical Support department. If at all possible, please contact Technical Support on a separate line such as a cell phone, with a phone plugged into the telephone adapter nearby. Before calling Technical Support, please try a "powercycle" by unplugging the black power cable from the back of the telephone adapter, and leaving it unplugged for exactly 1 minute.

''My service was just installed, or I've connected my telephone adapter for the first time. I have no dial tone, and calls to my XMission Voice number go straight to voicemail''

Check the lights on the front of your telephone adapter. The POWER, and PHONE 1 (and PHONE 2 if you have 2 lines) lights should be lit up green and the ETHERNET light should be blinking. If none of the lights are lit up, make sure the power cable is plugged in securely to the back of the telephone adapter. If ETHERNET is not blinking, but the POWER light is blinking, check to see if the ethernet cable between the telephone adapter, the UTOPIA access portal (for UTOPIA customers) or your router/switch (DSL customers) is secure. Try using a different cable if you're able to.

For DSL customers: Check to see if you have internet access by trying to visit any webpage on a computer plugged into your modem, or check the DSL light on your modem to see if it is blinking (indicating no valid DSL signal from Qwest).

''I can make calls from my XMission Voice line just fine, but when people try to call me, all they get is a busy signal''

You may have accidentally enabled the DND (Do Not Disturb) feature on your line. Try dialing *79 on your phone.

Call forwarding may have been enabled but going to a line which is busy. Try disabling call forwarding by dialing *73

The telephone adapter you are using may be an older model which may be causing the problem. If the adapter says Handytone 286 on it, please contact XMission Support to have the telephone adapter replaced for free.

''I notice that calls are noisy, scratchy and generally of low quality (Or callers tell me that my voice sounds far away, scratchy or noisy)''

Please take a single corded phone over to the telephone adapter, and plug it into the PHONE 1 port on the back of the unit, and try your call again. If you find that the call issues have gone away, then the home phone wiring may be to blame (for UTOPIA customers) or the cordless phone you were using is experiencing interference.

For DSL customers: Try stopping all internet activity and then try your call again. If the quality improves, you may need to contact XMission Technical Support so that we may walk you through enabling QOS on your DSL modem, which will prioritize voice data over other types of data.

''I've used the call forwarding, call blocking, or other star code feature with providers in the past, but when I use call forwarding with XMission Voice, I do not hear a dial tone after entering the option to confirm that the option has been enabled.''

This is normal. You will not hear a confirmation tone, but after about 30 seconds or so, you should hear a busy signal.

''I'm trying to use 2 different star codes at once (such as caller ID blocking, and call waiting disable) but all I get is a busy tone after I start to dial the second star code''

You cannot stack star codes on top of each other using the phone. However, these features can be enabled all at once using the phone options portal through your computer's web browser.

''How can I check my voicemail when I'm away from home?''

The easiest way would be to use http://voice.xmission.com . You can access that address and your voice mail as well as your phone options from any internet connected computer in the world. Alternately, you can dial your XMission Voice phone number, and press star (*) when you hear your voicemail greeting.

''My CALLER ID display shows the phone number of the person who is calling, but is showing UNKNOWN as their name, or My CALLER ID display is showing the wrong date/time.''

Contact XMission Technical support to fix this issue.

''I use my own answering device for voice messages. How can I turn off the XMission Voicemail forwarding?''

If you have the voice portal enabled, you can do this from the phone options, forwarding options. If you do not have the voice portal enabled, please contact XMission Technical Support and we can disable the voice mail forwarding for you.

''I want my phone to ring more than 4 times before the call goes to voicemail.''

If you have the voice portal enabled, you can extend the amount of time it takes before a call is forwarded to voice mail. This length is not measured in number of rings, but in seconds (Default is 22 seconds, which equals 4 rings) and you can set a max time of 60 seconds. If you do not have the voice portal enabled, please contact XMission Technical Support and we can set the forward time for you.

''I am having trouble sending or receiving faxes, or establishing a data connection using a dial up modem.''

XMission Voice does not officially support faxing or other data transmission over VoIP. There are many limitations which will not allow us to guarantee that these services will work properly with XMission Voice. However, we can make changes in your telephone adapter that may allow you to send and receive faxes easier. You will also want to consult your fax machine's instruction manual to determine how to lower the connection speed of your fax machine to 9600 baud or slower.

If customers do require the ability to fax, we recommend that they purchase a different telephone adapter (Sipura SPA-2000) which supports the t.38 faxing codec. XMission Voice does not provide this adapter and it will have to be purchased separately. Even with this adapter, we are still unable to guarantee 100% fax compatibility.

XMission Voice does not support and cannot guarantee compatibility with devices which use a modem to communicate. This includes dial up modems, set top boxes (such as Tivo, Satellite receives and such) or any other modem device.

== XMission Voice over DSL specific issues ==
These are issues which will only affect XMission Voice customers who are receiving the service over their DSL modem

''How can I plug multiple phones into the telephone adapter?''

At this time, XMission can only support a single phone plugged into the telephone adapter's PHONE 1 port, or one phone plugged into PHONE 1 and one phone plugged into PHONE 2 for 2 phone numbers. We recommend purchasing a cordless phone basestation which has the ability to expand up to several cordless handsets.

''My DSL modem only has one ethernet port on it which is already being used by my computer''

You will need to purchase an ethernet switch which will allow you to plug multiple devices into your DSL modem.

== XMission Voice Portal ==
For issues regarding the voice portal and accessing your phone options. You can access these features at http://voice.xmission.com

''I've tried to access voice.xmission.com but it's telling me that my PIN code is invalid, or is saying that I need to change my pin code''

Please pick up your XMission Voice line and dial *98, followed by option 0, and then option 5, to change your voicemail PIN code. For security reasons, we do not allow access to voice.xmission.com using the default pin code.

''Where is the play button? How do I listen to my voice mail?''

Simply click on the CALLER ID info of the call you wish to listen to. Playback should begin immediately, and you will also be presented with a bar below the CALLER ID info and a timer to the right which indicates which part of the message you're listening to. TO pause, click on the CALLER ID info again.

''I cannot listen to my voicemail when I click on the text. All I get is a dialog which wants me to download a file''

The security software on your computer is blocking flash from playing within web pages. Try disabling the software or adding voice.xmission.com to the security software's whitelist

You may have a flash blocker enabled on your web browser. Try disabling it for voice.xmission.com or add voice.xmission.com to the whitelist for that plugin.

You may not have the flash plugin installed for your web browser. Visit http://get.adobe.com/flashplayer to download the plugin for your browser.

You may be using an older browser which does not support flash or the code for the voice portal. We recommend the latest version of [http://www.getfirefox.com Mozlla Firefox] or [http://www.google.com/chrome Google Chrome]

''Can I download my voice mail?''

Yes! Simply right click on the CALLER ID text, and select the Save Link As or Save File As or Save Location As (this option may be different depending on your browser). You should be presented with a dialog which allows you to specify the location where you wish to save the file. Clicking on Save will begin the download.

''Can I have my voice messages emailed to me?''

Yes! Under the voice portal, in Voicemail Options, make sure that the email address where you wish to receive these voice messages sent to is entered in that field, and then under Attach Audio, select Yes. Please note that these emails will take up much more space in your mailbox than a normal email would. You will want to check with your email provider to see how much email storage space you have available to you, and check your email to clear out messages so that you do not go over your storage quota.

''After listening to a message in the voice portal, I still get the dial tone on my XMission Voice phone which indicates that I still have new messages.''

When you listen to messages in the voice portal, the messages are not marked as listened to.

''I looked in the Call Log, but I don't see every call that's made from my XMission Voice number''

The Call Log only logs calls which have gone to your voicemail either directly or after ringing several times.

Phone number porting

2010-12-21T18:16:31Z

Mkat: /* Porting away from XMission Voice */

You can move your existing home or mobile telephone number over to XMission Voice. The process is called Porting, and most of the work is handled by your existing phone provider and our switch technicians. This guide covers residential phone porting. For information on business porting, please contact our sales department, or your account manager.

== Requirements for porting ==
You can port your existing telephone number over to XMission at any time, as long as the following requirements are met:

* '''The number is a Utah based landline, VoIP or mobile number''' - You can only port Utah based phone numbers (801, 435 and the new 385 area code)
* '''You are the authorized account holder''' - We require authorization from the account holder on the phone number that will be ported over to us.
* '''The account holding the phone number is active''' - The account with your current provider must be active in order for us to initiate the porting process. We cannot port numbers on accounts which are on-hold, cancelled or pending cancellation.
* '''A Letter of Authorization (LOA) is submitted for the number(s) you are porting over''' - A letter filled out by you, which gives us formal authorization to begin the porting process. We must have this signed letter faxed, emailed or mailed in.

Please note that there may be some additional requirements from your existing carrier that need to be met in order for us to port a phone number over. If there are any issues which prevent the porting of your telephone number to XMission Voice, we will let you know.

== The porting process ==

When you decide to port a number over to XMission Voice, you should ensure that the account with your current phone provider is current and active before requesting a port. You may also want to verify that the account with your current phone provider is able to support phone call forwarding, in case there are additional delays with your port. This will allow the full use of your telephone service on XMission via use of a temporary forwarding number while the porting process continues.

Please allow for up to 10 business days for a phone number to port, from the day that the port request is accepted by your carrier. In most cases, porting may only take a few days, but some carriers may take longer.

Contact our Sales department (Monday-Friday 9am-6pm) to add XMission Voice to your account. After verifying information, they will set an install date, and email you the LOA which needs to be filled out and either faxed, emailed or mailed back to us before we can begin the porting process.

Our XMission Voice administrators will go over the information in the LOA and submit the request. At this point, the port request will either be accepted, or refused for one of several reasons (Please see the section below for more information).

When a port is approved, there is nothing more that needs to be done by you. We will receive notification of a date from your carrier that indicates when the telephone number will be ported over, and if that date is different from your install date, we will let you know. Otherwise, the phone number will port over on the date that was agreed on when you contacted Sales. When the number ports over, you may contact the previous phone provider to cancel your account. In some cases, once a number ports over, this is done automatically. Please contact your current provider for more information.

== Porting over on UTOPIA ==

XMission will submit a request for your telephone number to be ported over on the day of your UTOPIA service install. If you have existing service with UTOPIA and are switching from another provider, we will submit a request for port, and set a date to have a UTOPIA installer come over to install and configure the XMission Voice telephone adapter.

When the installer shows up, they will connect the device to your home phone wiring, test out the line, and verify functionality.

If the UTOPIA install falls on a date before your number is due to port, the installer will attempt to set up a forward which will allow you to use your phone service like normal until the port date. In order for this configuration to work, you will need to make sure that call forwarding is an option with your current phone provider. We cannot make this configuration work if call forwarding is available on the account with your current provider. Again, this is only required if your install date is set a few days before the port date.

== Porting over on DSL ==

If you are porting a number over on which you have dialtone and DSL service, your existing provider will assign a new phone number to your DSL account, and convert it to standalone DSL (a data only line with no dialtone). In most cases, you will not need to contact your DSL provider to initiate this change. The port request should initiate it for you automatically.

After placing your order with our Sales department, we will ship you an XMission Voice telephone adapter which has been pre-configured with your account settings. This telephone adapter will include instructions on how to connect it to your DSL modem or router, and your telephone.

On the day that your phone number ports over, you may no longer hear a dialtone on the provider you ported from. Follow the instructions, connect the equipment as indicated, and you will be able to begin using your XMission Voice service immediately.

Please note, connecting the equipment before the port date is not recommended. If, on the port date, you find that you no longer have DSL service, or the DSL light on your modem will not stop flashing, please contact your DSL provider for assistance.

== Delays with porting ==

A port may be delayed for any of the reasons listed. If the delay will have any impact on your port date, we may recommend that you move your install to a later date.

* '''Account information does not match up with records''' - The information in the LOA must match the information in your current phone provider's accounting system. Name, address, apartment or unit number, city and zip must match completely.

* '''The phone number does not match up with the account''' - The number submitted is not the number on the account, or belongs to a different account.

* '''The phone number is registered with another carrier''' - If the number has already been ported over to another provider, you need to submit the name of that provider, and not the name of the provider where the number originally came from.

* '''The account is on hold, has been cancelled, or is pending cancellation''' - The account with your existing provider must be active in order for a port request to be approved by your carrier. They cannot authorize porting of a number on an account which is not active.

To ensure that there are no delays with the porting process, we may request that you submit a current copy of the bill from your current phone provider.

Additionally, a port may be refused due to the phone provider not having an interconnect agreement for porting. You should not have to worry about this with major carriers, but you may experience this problem with rural carriers.

If we run into any of these problems, we will let you know. Please ensure that you have given our Sales department an alternate contact phone number, in case we cannot reach you on the number on your account.

== Canceling a port request ==

If you decide to either keep your phone number with your current provider, or that you want to port over to a different provider, you will need to cancel your port request with us before the day of your install or port date. We are unable to cancel on the day the port goes through, and you will need to submit a port request to a different carrier in order to move your phone number away from XMission Voice.

== Porting away from XMission Voice ==

The process is essentially the same across all providers. Contact the sales/account department of the phone provider you wish to move your number over to, submit an LOA to that provider, and they will begin the same process. You can contact XMission Voice to verify that we have received a port-out request, and what the due date on that request is.

If the carrier that you're porting over to requires a CSR, they need to submit the CSR request, along with a signed copy of the LOA to our switch. Please contact us for the email address.

Phone number porting

2010-12-16T19:57:26Z

Mkat:

2010-03-23T02:22:51Z

Mkat:

2008-07-30T21:42:04Z

{{XMission_Email}}
#Press the :http://deliciouscake.net/wikitemp/iphonehome.jpg home button, tap on the :http://deliciouscake.net/wikitemp/Settings_icon.jpg ''Settings'' icon and then tap on the ''Mail, Contacts, Calendars'' option.
#:http://deliciouscake.net/wikitemp/signature/01-homescreen.png :http://deliciouscake.net/wikitemp/signature/02-settingsmenu.png
#In the ''Mail, Contacts, Calendars'' screen, scroll down and you should see ''Signature'' near the bottom of the screen.
#:http://deliciouscake.net/wikitemp/signature/03-mailsettings.png :http://deliciouscake.net/wikitemp/signature/04-scrolldown.png
#Tap on ''Signature'' and you'll be in the signature editing screen. Tap whatever you want for your signature! Tap on the ''Mail...'' chevron to save and press the :http://deliciouscake.net/wikitemp/iphonehome.jpg home button when you're done.
#:http://deliciouscake.net/wikitemp/signature/05-signature1.png :http://deliciouscake.net/wikitemp/signature/06-signature2.png

If you ever want to delete the signature, simply return to the signature editing screen and delete all of the text.

==See also==
*[[XMission_Email:IPhone:IMAP|Setting up your IPhone (@xmission.com addresses)]]
*[[Zimbra_IPhone_Push_Configuration|Setting up your IPhone (Zimbra hosted push mail)]]

{{footer}}

[[Category:XMission Email|IPhone:Signature]]

IPhone

2008-07-30T21:41:35Z

Mkat: New page: {{IPhone}} If you're going to be checking your email using your IPhone or IPod touch device as well as a computer running an email program or webmail, XMission strongly recommends that yo...

{{IPhone}}

If you're going to be checking your email using your IPhone or IPod touch device as well as a computer running an email program or webmail, XMission strongly recommends that you change the settings on your computer to check email using IMAP instead of POP3. This allows you to access your email from multiple devices and webmail wherever you are in the world. Please refer to our setup guides for instructions on how to configure your email client for IMAP access or contact our Technical Support line 24 hours a day for a walkthrough.

[http://wiki.xmission.com/index.php/XMission_Email:IPhone:IMAP http://deliciouscake.net/wikitemp/Mail_icon.jpg]IMAP Setup on software version 2.0

Configuring your IPhone or IPod touch device for XMission email using IMAP. This guide is for software version 2.0 which supports the 1st generation IPhone or IPod touch as well as the newest 3G iphones.

[http://wiki.xmission.com/index.php/XMission_Email:IPhone:Signature http://deliciouscake.net/wikitemp/Mail_icon.jpg]Create/Edit signature

How to set up or edit the existing signature on the IPhone or IPod touch email application.

[http://wiki.xmission.com/index.php/XMission_Email:IPhone:Delivery_Options http://deliciouscake.net/wikitemp/Mail_icon.jpg]Delivery options

Change how often your IPhone or IPod touch checks for email.

{{Footer}}