Frequently asked Questions:
It is recommended that a minimum connection speed of 256Kbps is utilized in order to experience optimal quality with calls.
If there are any specific questions about this requirement, send a support ticket to firstname.lastname@example.org or contact support at 866.701.2067 and a live representative will be able to assist you.
Transfering Your Existing Number
We are able to port your existing number at no additional cost. Please note that the process will take 1-2 weeks, and in extreme scenarios it may take up to 45 days.The account / number must remain active at the previous provider until the porting/transfer process has been completed.To initiate the the process, please provide the required information:
- Print out and complete our “Letter of Authorization”. Visit here to print the form: http://onQVO.com/porting.
- Copy of a Recent Bill (or print out of your account) verifying your name and number with the losing carrier.
Fax these to 888.887.5076 or e-mail them to support@onQVO.com and we will quickly submit them to our port processing authority. You can assign your account a temporary incoming number (virtual number) while the porting process is underway.
These documents must be sent via fax or scanned and sent via email. We can not accept these documents in physical form, via the Postal Service or another courier.
The Letter of Authorization must have a handwritten signature. If you use another VOIP provider that does not supply bills, you can include a screen shot of the account summary page that includes your service address and telephone number. (We can not accept a copy/paste of an invoice or website for documentation purposes.)
Please do not cancel your account with your previous provider until you verify that the number is routing to us. A disconnected number can not be transferred. If you cancel your service with your previous provider before the transfer has been completed, you may lose your number.
While we make every effort to transfer numbers, Local Number Portability does have some limitations. In some rural areas, where it is serviced by only one carrier, we may not be able to port numbers from that area. To find out if your number is portable, please email email@example.com with the number and we will check to see that it can be transferred.
No changes will be made to your account or service until the above documents are received, submitted to our porting authority, and have been processed.
Once logged into the OnQ-VoIP provided control panel (vPanel), there will be a tab labeled “Voicemail”. In here, you will be able to control a multitude of settings established with your Voicemail.
In this section, you will be able to choose (if applicable) the different mailboxes assigned to your account (one mailbox for the main line and per Virtual Number if you choose to assign one). Each mailbox comes with it’s own set of configurations that you have control over.
Allows you to control the functionality of your Voicemail.
Status- Disable or Enable your Voicemail at your convenience with this setting.
Password- Will let you set the password to access your mailbox. The password must be 4 characters and only accepts numerical keys.
Auto Login- When enabled, will allow you to access your mailbox without entering a password (when calling from an enabled SIP phone or forwarding phone).
Number of Rings- You are allowed to control how many rings it takes to get to your OnQ-VoIP Voicemail when receiving an incoming call.
Send E-Mail Notification To- Input a valid email address and a notification will be sent to you via email letting you know that you received a Voicemail.
Attach Message File- You can enable this setting and an audio (WAV) file will be attached to the e-mail sent to your email address set in Send E-Mail Notification.
Send SMS Notification To- Input a valid wireless phone SMS number and gateway (i.e. firstname.lastname@example.org) to receive a “text only” notification stating that you’ve received a voicemail.
To set a personalized greeting:
Dial 123 on your OnQ-VoIP connected phone to enter your Mailbox (for forwarded numbers see below). Once there, you’ll listen for the prompts to enter the Advanced Options (option 5). Enter the Advanced Options and listen for the prompt to Record a Greeting (option 1). Choose a number 1-9 to assign this personalized greeting to and record your greeting. Save this and you should be good to go!
For Forwarding Numbers: Dial your onQVO number and pressing 0 when the outgoing greeting starts. (pressing 0 only works during the outgoing greeting) When prompted, enter your voicemail password. Then Follow the Prompts. Your voicemail password can be reset in your Mailbox settings.
Prior to recording a message the Mailbox message will be a generic “no one is available at extension (your number) – Please leave a message”.
Yes, you can have voicemail files emailed to you if a caller leaves a message. To enable this, do the following:
1. Log in to your VPanel at http://vpanel.onqvo.com
2. Select the “Voicemail” option.
3. Input your email address in the field labeled “Send E-Mail Notification To:”
4. Select “Yes” in the drop-down menu labeled “Attach Message File”
5. Click the “Save Changes” button.
Now when a caller leaves a message, you will receive an email with an audio file of the voicemail message
On a full service business line you have advanced Simultaneous Ring and Sequencing features as follows:
With Ring All, your calls will ring your onQ-VOIP line and an external destination both at the same time. Whichever call answers first will take the call.
Ring In Order/Call Hunt
With Ring In Order/Call Hunt, you can specify up to 2 external destinations and incoming calls will ring one at a time in order starting with your onQ-VOIP adapter for the amount of time you specify.
Auto Answer/Caller Announce
When auto answer is enabled, your call will immediately be connected when you answer any ringing phone.
When auto answer is disabled and you answer a simul ring destination phone, you will get a menu announcing the caller and giving you 3 options to handle the call.
1 – Accept the call
2 – Send to voicemail
3 – Ignore the call (Call continues to ring other destinations)
This is especially useful if you have a cell phone as a destination number since if the cell phone voicemail comes on immediately, it would be bypassed since you would need to press 1 to accept the call.