If you are experiencing an after hours (M-F after 5pm ET and weekends) phone service emergency, please call us at 888-955-5155 for the quickest response.
Frequently Asked Questions
From your phone
- Dial *72.
- Input the number you want your phone to forward to. Call forwarding is now on.
- To temporarily turn call forwarding off, dial #74. To reactivate call forwarding with the same number, dial #74 again.
- *73 will deactivate call forwarding and clear the forwarding number from the system.
From the dashboard
- Go here.
- Log in with your username and password. If you don’t know it, click “Lost your password” and you’ll need to submit a service ticket requesting your login information.
- Once logged in, click your name in the upper right corner, go to “My settings”.
- Check the “Enable call forward” box and enter the phone number you want to forward your calls to.
- In the App Store, search for “hellospoke mobile” (or click Google Play or App Store) and install on your phone.
- You will be asked if you want to add your personal phone directory to the hellospoke mobile app. Choose your preference for this to proceed.
- After the installation has completed, open the app on your device. You will be asked to provide the following information:
User Name: [see admin]
Password: [see admin]
Once this information is entered and confirmed, the hellospoke app is ready to use.
If you have not been set up to have the mobile app as one of your devices, please submit a service ticket here requesting access.
NOTE: Please review the 911 Notification that appears on your screen when you login for the first time.
Click here for the Android app training manual.
Click here for the iOS app training manual.
Setting up a temporary greeting (out-of-office greeting)
- Press the Message button on the phone.
- When prompted, dial your mailbox (extension) number – followed by #.
- At voice prompt, choose 5 (change settings).
- Press 4 to record a temporary greeting.
- Press 5 to restore permanent greeting.
- From an outside phone (not a hellospoke phone), call your DID (or dial your main number and access your extension through your auto-attendant).
- When you hear your personal voicemail greeting, press *.
- When prompted for you password, enter it followed by #.
- At this point, you will have access to your personal voicemail features. This will allow you to retrieve messages and access all voicemail features.
- Go here.
- Log in with your username and password. If you don’t know it, click “Lost your password” and you’ll need to submit a service ticket requesting your login information.
- Once logged in, click your name in the upper right corner and go to “My settings”.
- Check the “Send voicemail to email” box and enter your email address.
- On an active call, tap the More (…) button.
- Tap Transfer to bring up the dial pad.
- Enter the number to which you want to transfer (internal extension or external number) and then tap the green arrow button.
NOTE: This process will initiate an unannounced transfer. Once you tap the green arrow button, the call will be released from your phone and be transferred to the destination phone. You will not be able to retrieve the call once it has transferred.
Because of the existing climate, there are a lot of folks at home on the internet (working, Netflixing, online learning, etc.), so there will be times where your internet connection is going to be spotty. We suggest that you set your phone up to forward your calls to your mobile phone (cellular data) and ring your VoIP phone. That way, you can decide if you want to answer through your mobile app or your mobile phone.
For instruction on how to forward your number, go here.
Check to see if your phone is in Do Not Disturb mode.
There will be a DND indicator at the top of your screen (a circle with a horizontal line).
To turn it off, press the DND soft key on the home screen.
Yes.
You’ll need to submit a service ticket to get set up. Just let them know you’d like to be set up with the desktop softphone.
Yes, you can pay your bill online here.