Description This article outlines the necessary steps to configure your firewall/network settings to allow the CrexendoVIP Desk phones, Mobile App, Web phone, and CrexendoHD products to function and communicate correctly with our platform.    Users No information yet   Eligibility No information yet   Summary IMPORTANT: Please whitelist our new emai...

Objective IVue offers customers its Connect product, which is a fully web-based CRM. You can utilize Loup to perform the screen pop to their browser.  Symptoms VIP w/NICS (IVue) Integration for Coop Customers (Yealink phone & Loup)   Procedure Loup screen pop for IVue requires a custom creation of the search URL per customer.  Each Coop customer...

Symptoms How to edit users in VIP Portal   Eligibility This action can only be done by an admin or Office Manager from the VIP Portal for Managers.  Procedure The Users section of the VIP Portal for Managers lets you manage your users in one place. If you would like to edit an existing user in the VIP Portal: Open the Crexendo VIP Portal as the offi...

Symptoms Contacts imported but not in the right list   Procedure Verify that you selected the correct list under Add to lists or that it is mapped to the correct list name column.  Escalation Information Escalation Information: SD3 If you have any questions, concerns, or issues, contact the Service Desk III (SD3 If you have any questions, concerns, ...

Objective This article explains how you can spontaneously set your status to Do Not Disturb (DND) across all your devices so phone calls to any of your phones will be routed to your voicemail. This method involves: Creating a new time frame Assign a DND answering rule to that time frame and disable it. Make that answering rule the first priority.  S...

Symptoms Device Provisioning Workflow   Procedure   Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexendo Support at 855-211-2255 or em If you need additional assistance, contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com     Change Log Date Description Jun 30, 2026 Article m...

Objective If a caller or ticket requester advises that the current Office Manager is no longer employed by the company or no longer responsible for the account, the Office Manager's information may be updated following verification in this article.  Symptoms Office Manager Updates   Procedure Authorized Approvers The following contacts are considere...

Symptoms VIP International "Light" Dial Plan   Procedure COUNTRY DIAL CODE Argentina 1154 Aruba 11297 Australia 1161 Bangladesh 11880 Bosnia 11387 Brazil 1155 Burkina Faso 11226 Chile 1156 China 1186 Columbia 11575 Costa Rica 11506 Cyprus 11357 Czech Republic 11420 Denmark 1145 Dubai/UAE 11917 France 1133 French Polynesia 11689 Gahna 1123 Germany 11...

Symptoms VIP Registration Servers FQDNs & Ports   Procedure Registration Servers usw.crexendovip.com:5080 west *primary usc.crexendovip.com central use.crexendovip.com east   SIP Ports Supported UDP 5080 TCP 5080 TLS 5082 Port Protocol Application Server/s Source Ranges Description 5080  TCP and UDP  SIP Core Any * 1 Needed for SIP signaling. 50...

Symptoms How to add users in VIP Portal   Eligibility This action can only be done by an admin or Office Manager from the VIP Portal for Managers. Before adding a user in the VIP Portal, the following information will be helpful to have before creating the user: First and last name of the new user Extension number The user’s email address The MAC ad...

Symptoms Enabling International Calling in VIP   Procedure In VIP Admin, go into the User Profile and change International dial Permissions to International Light or International Global. TIP: International Global includes countries that can be known for fraud, so just choose International Light     Escalation Information Escalation Information: SD1...

Objective This use case supports an “Executive Assistant” call flow where executives and their assistants each have a direct number, but the assistant handles most calls and can quickly hand off or listen in when needed. NOTE: The goal in this scenario is:  When the Executive is called, both the Executive and Assistant ring. When the Assistant is ca...

Symptoms VIP Record All Domain   Procedure NOTE: Must be done in Admin UI; there is also a feature request in process to add to the portal as of May 5, 2021   Unfortunately, it is not currently available as a Default from a Domain Settings standpoint, but there are two current ways that the setting can be updated: Via Admin UI Import LIC Records for...

Objective Crexendo VIP platform offers a standard integration between the VIP platform and web-based CRM’s. Loup is a Chrome-based extension that allows a user to login using their VIP credentials and add an integrationconnection to various web-based CRM’s for screen popping, click to call, and call logging.  Symptoms VIP - MondaGo-NavaGo Integratio...

Symptoms person on the other end is cutting in and out I can only hear every other word or every few words I can hear the person, but it is breaking up   Procedure Attempt to replicate the issue while on the call with the customer. Use this call as an example if the call is going to be escalated. Gather VOIPMON Call ID if possible.  To gather, go to...

Symptoms My reminder was sent at the wrong time   Procedure Follow these guidelines: Double-check the timezone selected when creating the reminder. Edit the reminder (if still before send time) and update the timezone/time, then click Update.  Related Information How To: VIP Group Messaging - Create or Edit Reminder How To: VIP Group Messaging - Del...

Symptoms My Blast is taking longer than expected to deliver   Procedure Follow these guidelines: Blasts are sent using a time-based queue and may take time depending on message volume. Carrier throughput limits can slow delivery for bulk sends. Consider scheduling during off-peak hours and spacing out large sends.  Related Information How To: VIP Gr...

Symptoms How hotdesk device   Procedure In the Manager Portal, navigate to your Domain, then Users. Click Add User Create a user that will be associated with the hot desk feature. Repeat this process for each user who needs access to the hot desk workstation, provided they do not already have a user account. NOTE: Each user who uses the hot desk fea...

Symptoms VIP - Loading Contacts Import contacts in VIP Portal   Procedure Import Contact for All Phones Go to Users, then Shared Contacts. Download Contacts.csv and fill out the necessary columns. Select Import Once submitted, a green confirmation message will appear at the top of the page indicating whether the submission was successful. If success...

Symptoms My Away Message isn’t sending an auto-reply. I’m worried about auto-responder loops.   Procedure If a user cannot select an Away Message, confirm that the Canned Response library is enabled, and the user has permission to access it. For loop-related complaints, confirm the remote sender appears to be an automated system and advise the user ...

Symptoms Connecting WiFi and Bluetooth dongles to CX400   Procedure Wifi Connecting the Wi-Fi dongle to CX400 While the phone is in idle state, insert the Wi-Fi USB Dongle into the USB port on the back of the phone.  The LCD screen will prompt Wi-Fi adapter is added, scanning available wireless networks right now?   Press the OK softkey. The device ...

Symptoms I need to add a new person to my domain (partner) I need to add a new person to our company   Procedure DO NOT touch partner domains. Refer to the Escalation Information below.  Escalation Information Escalate to Sean Rick   Change Log Date Description Jul 18 2026 Article creation  ...

Symptoms I want to barge in a call   Procedure This feature allows the Supervisor to take over the call from the agent and speak to both the agent and the customer: From your Device, dial 088 + extension number . The call will connect, and the prompt will say, “Thank you!” You are now listening in on the call and can hear the conversation  Dial *52 ...

Symptoms How to use a hotdesk device   Procedure Using the Hotdesking Device via the Manager Portal Log in to the Manager Portal as the Hotdesking user you created earlier. Click the Phones icon. Click the Activate Phone button on the top right. In the modal box, enter the extension number of the Hotdesking device. Click Call. The Hotdesk phone will...

Symptoms MMS delivery issues occur   Procedure If MMS delivery issues occur, confirm file size recommendations and carrier limitations.  Related Information Overview: VIP Group Messaging - Conversation Page   Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexendo Support at 855-211-2255 or em If you ne...

Description The VIP Web Phone allows the user to utilize their computer as a “soft phone” to make and receive calls as if they were using a physical desk phone. The VIP Web Phone has all the features of your physical desk phone or mobile app, including: Make/Receive calls to your extension. Access to your contacts. Access to your new and saved voice...

Objective Many customers would like the ability to have multiple users receive and send faxes. We have created a way for users to do this using a single fax user.  Symptoms VIP - Implementation - Multi-User Fax setup   Procedure Create a new user using the import spreadsheet The user will need an extension. For the login name, use fax@customerdomain...

Objective NavaGo offers an enhanced integration between the VIP platform and Salesforce (SF) Classic and Lightning. Below are the specifics and details regarding this integration. Further in the documentation, we will discuss creating your SF API Client ID, configuring the NavaGo client, and a few how-tos on how the integration works/responds.  Symp...

Objective Outlines the steps for enabling CAIRO AI Receptionist on a customer's domain via the Crexendo Marketplace. Who is this Guide For? Crexendo Support users with Superuser access in the NetSapiens portal Admins enabling CAIRO AI Receptionist for a customer domain via the Crexendo Marketplace What You’ll Accomplish Log in to the Crexendo Market...

Objective v37 introduces increased security features that allow for separating the user's Voicemail PIN from the Portal login password. Administrators can no longer see a user's plaintext password in the Core Module Admin UI and use that to log into the Portal. To troubleshoot, it is sometimes necessary to log in to an end user’s portal, so, along w...

Symptoms Create conference extension   Procedure Conferences are static extensions that allow multiple users to join a call and participate. Conference extensions differ from a standard conference call by their persistency – meaning that a conference extension is effectively a call that is “always ongoing” and requires users to join it.  Conference ...

Symptoms Connecting WiFi and Bluetooth dongles to CX275   Procedure Wifi Connecting the Wi-Fi dongle to CX275 While the phone is in idle state, insert the Wi-Fi USB Dongle into the USB port on the back of the phone. The LCD screen will prompt Searching for Wi-Fi Assistant?. Select the Wi-Fi List Softkey. Use the menu arrow keys to select the desired...

Objective This guide shows you how to create Caller ID-based routing for outbound calls. This will need to be set up by VIP Engineering , and may have an additional cost setup per number:  Symptoms VIP - Change Outbound Caller ID Based on Area Code   Procedure IMPORTANT: This feature can only be set up by VIP Engineering and is currently still in de...

Objective Feature codes (also called star codes) let you quickly control calling features directly from your Crexendo phone keypad—such as Call Forwarding, Do Not Disturb, Call Pickup, Intercom, and Call Recording.  Symptoms What are star codes   Eligibility These codes are dialed from your Crexendo desk phone, softphone, or supported device. Press ...

Symptoms VIP Implementation - Extension Schemes   Procedure IMPORTANT: Customers usually have an extension scheme in place. When building out a domain, we should strive to stick with the original scheme as much as possible.   Use When creating a new domain, we should use the following extension schemes for users: 100-999 1000-8999 10000-199999 10000...

Symptoms I don’t see my reminder on the calendar   Procedure Follow these guidelines: Verify you clicked Save after entering your reminder details. Check the correct date on the calendar (look for the blue dot). Make sure you’re viewing the correct month/week if the calendar view can be changed.  Related Information How To: VIP Group Messaging - Cre...

Objective A Group (Shared) Voicemail Box is a dedicated voicemail mailbox that multiple users can monitor. This article shows you how to create the shared voicemail box and then choose one (or more) of the three supported ways your users can access and manage messages: Desk Phones (line key/line appearance on multiple phones) Shared Email Address (v...

Objective Contains all overrides for Polycom devices  Symptoms VIP Multicast Paging Configs- Polycom    Procedure Setting Up VLANs This section shows the override that Crexendo supports on the VIP platform for setting up VLANS. This override will need to be added to the device on the system needing the tags. device.set="1" device.net.vlanId="vlan ID...

Objective Hot Desking (or Hoteling) is a workplace system where employees use available desks at different times on a first-come, first-served basis. Companies generally turn to hot desking to maximize space utilization, improve desk efficiency, and reduce real estate costs.   Symptoms Device Based Hot Desking   Procedure In your Crexendo VIP domain...

Symptoms Exports fail repeatedly   Procedure If exports fail repeatedly, validate the date range (must be within 7 days) and confirm the conversation has messages in that range.  Related Information Overview: VIP Group Messaging - Conversation Page   Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexen...

Symptoms Share one number between several users   Procedure Assign Multiple Users to Share a Number One number can be shared between several users. To set this up: Select Admin Menu from the navigation pane and select Manage Accounts. Locate the user who has been assigned the DID and select View. Select the Number Sharing option from the top of the ...

Symptoms VIP w/NICS (IVue) Integration for Coop Customers (Yealink phone & Loup)   Cause The issue occurs when calls from 3- or 4-digit extensions are processed by the screen pop service. Because these extensions are not associated with a recognized account, the screen pop generates an error. Additionally, 10-digit phone numbers are received wit...

Symptoms Consent message is not available   Procedure If the consent message status is not visible for a user, verify the organization-level consent requirement setting and user assignment.  Related Information Overview: VIP Group Messaging - Conversation Page   Escalation Information Escalation Information: SD1 If you need additional assistance, co...

Symptoms How to archive conversation How to delete a conversation    Procedure Archiving inactive conversations helps maintain the best performance and user experience. When a conversation is archived, its message history is retained but hidden from the active list. NOTE: There is not currently a way to view all archived conversations. However, arch...

Objective Contains all overrides for Yealink devices  Symptoms VIP - Yealink Custom Overrides VIP - Yealink Headsets Support VIP - Yealink overrides - INTERCOM BLF KEYS VIP Add Yealink T4x and T5x to YMCS Server Override   Procedure Network Settings Network Types: 801.1X (Replace X with number value) network.802_1x.mode="X" EAP-MD5 1 EAP-TLS 2 EAP-P...

Objective Customers typically already have an extension scheme in place. When building out a new domain, we should strive to follow the customer’s existing extension numbering scheme as closely as possible to avoid confusion and support smoother adoption.  Symptoms VIP: Extension Numbering Standards and Server Placement Guidelines What is the reserv...

Symptoms VIP Delete Department   Procedure You can delete the Department from within the Admin UI of the Core. Under Users Configuration in the Admin UI, click on the Department name under Username and then click the Delete button.  Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexendo Support at 855-...

Description The Conversations page is where you will spend most of your time communicating with your contacts. It includes your active conversation list, conversation history, contact indicators (like opt-in/consent status), and tools for managing and exporting messages.  Users All Users  Eligibility No information yet   Summary Conversations Screen...

Objective This article provides troubleshooting steps for Acrobits-based mobile applications when SIP traces show push notifications being delivered, but the user's mobile device does not ring or wake up for incoming calls.   Symptoms SIP Trace shows Push "ringing" mobile extension but is not "waking up" or ringing on the user's mobile device   Caus...

Objective Blasts are a great way to send the same message out to a list of contacts. They are commonly used for marketing campaigns, staff alerts, and organization notification systems.   Symptoms How to delete a blast campaign   Procedure NOTE: Blasts use a simple time-based queueing system. Users and account types may have different limitations on...

Symptoms How to do the whisper feature in VIP Portal   Procedure This feature allows the user to speak only to the agent to relay messages without the customer hearing the Supervisor. From your device, dial 088 + extension number . The call will connect, and the prompt will say, “Thank you!” You are now listening in on the call and can hear the conv...

Objective Reminders let you schedule messages to be sent to individual contacts at a future date and time. This is useful for follow-ups, appointment reminders, and task-based outreach. TIP: Dates with scheduled messages display have a blue dot above the day number.      Symptoms How to create a reminder How to edit a reminder   Procedure Create a R...

Symptoms How to manually opt out a contact   Procedure Open the contact’s Contact Details page. Check the Opted out checkbox. Click Update Contact Details.  Related Information Overview: VIP Group Messaging - Conversation Page   Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexendo Support at 855-211-...

Objective In your Crexendo VIP, you have the option to set up your call queues to offer your callers the option to receive a phone call directly rather than wait in the queue.   Symptoms VIP - Call Back in Queue Option for Callers   Procedure Log in to your VIP Portal for Office Managers Navigate to the Call Queues section, then select the queue you...

Description VIP Mobile is a mobile app that you log into using your iPhone or Android device, and it functions as a Crexendo phone. This app has all the features of a regular Crexendo desk phone and allows you to: Make and receive internal office calls as if you were at a desk phone. Transfer both internal and external calls. Internal and external (...

Upgrade the Software for Phone How do I get the IP address of the device? From Home/Menu, select Settings. Select Status. Select Network. Select TCP/IP Parameters.       Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexendo Support at 855-211-2255 or em If you need additional assistance, contact Crexe...

Symptoms My Away Message isn’t sending an auto-reply.   Procedure Follow these guidelines: Verify an Away Message is currently selected (not “Available”). Ask the sender to try with a different message body (if they sent the same message previously, the system may suppress repeats). Confirm the inbound message was received in the app. If the issue p...

Objective When a 911 call is made from a large building, there are many instances when internal staff may want to be aware of who called 911 in order to respond internally or directly with responders. Enabling E911 notification will call an extension and identify that a 911 call was made, and from which phone.  Rules The Core Module must be running ...

Upgrading the Software for the Phone I can’t press the ‘OK’ button to get the IP address? Tap the menu soft key, or if it’s a touch-screen conference phone, this requires you to press the drop-down from the top of the screen to view this.     My firmware did not upgrade? Depending on how large a jump you are doing in firmware, sometimes it is best t...

Symptoms How to export messages   Procedure You can export message history from an individual conversation using Export Messages. NOTE: Depending on the number of messages, the export process can take up to 30 seconds. A download prompt will appear when complete.   Click Export to open the export options modal. Choose a start and end date. NOTE: Sta...

Symptoms How to apply a drip campaign   Procedure Drip campaigns are scheduled message sequences designed to engage contacts over time. When applied, messages are scheduled consecutively based on the campaign’s configured intervals. EXAMPLE: Sample Scheduling Drip 1 interval: 1 day → sends 1 day from now Drip 2 interval: 3 days → sends 3 days from n...

Symptoms The Group Voicemail key doesn’t appear on the phone   Procedure Confirm you added a Line Appearance (or equivalent) key in SnapBuilder. Verify you selected the correct lettered extension (e.g., 8995a) for that device. Save SnapBuilder and ensure the device resyncs/reboots.  Related Information How To: VIP Portal - Create Group Voicemail Box...

Symptoms Calls are not routing to the Group Voicemail   Procedure Confirm the call flow routes to the Group Voicemail extension Verify the routing condition (no-answer, busy, timeout, menu option) is correct. Test with an external call and confirm the voicemail greeting/box answers.  Related Information How To: VIP Portal - Create Group Voicemail Bo...

Objective Automation conditions define when an automation should trigger. You can use a single condition or combine multiple conditions to narrow down exactly which inbound messages should start your workflow. TIP: Add more conditions to reduce “false triggers” (messages that accidentally match your automation).   In most automation builders, the Co...

Symptoms How to send an MMS   Procedure You can send and receive MMS messages. MMS is currently limited to pictures and video in this app. File support may improve in a future update, and MMS support varies by carrier. NOTE: Keep MMS files under 1.5MB to reduce the risk of carrier filtering.   In the message composer, click the camera icon. Select a...

Objective This feature will allow customers to sign in to hotdesking devices and see the line keys update with their current name and extension information on the display. Setup for the users is identical to the following process: How To: VIP Portal - Set up Device for Hotdesking How To: VIP Portal - Use Hotdesking Device via Manager Portal IMPORTAN...

Symptoms CRM Integrations   Eligibility Before installing the Integrator Client, ensure your firewall or security policies allow access to the following domains and ports. These connections are critical for licensing, updates, integration features, and softphone controls. Service Port Description Usage discovery.cti-host.com TCP 443 Client branding/...

Symptoms I want to listen in on the call between the Agent and the caller    Procedure This feature allows users to listen in on the call between the Agent and the caller. From your Device, dial 088 + extension number . The call will connect, and the prompt will say, “Thank you!” You are now listening in on the call and can hear the conversation. NO...

Symptoms User extension conflicts with a system feature   Procedure Verify the extension is not in the reserved list EXAMPLE: 911, 933, 999, 9000–9999, 5000/5001   Confirm call flows (queues/auto attendants/conferences) use 8500–8999, and call parks use 9000–9999.  Related Information Call Flow and User Extension Range   Escalation Information Escal...

Objective MMS (Multimedia Messaging) in Business Marketing Messaging lets you send a file attachment (like an image, PDF, or contact card) along with a subject line and message text—helpful for marketing, announcements, and richer customer communications.  Symptoms I don’t see Attach message (MMS) My file won’t upload I’m trying to send MMS from my ...

Symptoms How to create a drip campaign How to edit a drip campaign   Procedure NOTE: How do Drip Campaigns behave when a contact replies? If the contact replies at any time after the campaign is applied, any future drips that have not yet been sent will be stopped.     Create a Drip Campaign Click Create New Campaign (top-right of the screen). Enter...

Objective This article will walk you through the creation of a Domain for new customers  Symptoms How to create a domain   Eligibility Limited to Management users, and will require permission from SD3 or above to allow access  Procedure IMPORTANT: Have all of the following ready when building Domains: Customer Name Domain Name Customer's Primary Are...

Symptoms Voicemails aren’t notifying the right inbox/email   Procedure Re-check the Group Voicemail user’s Voicemail tab settings. Confirm voicemail-to-email is enabled, and the delivery email matches the shared mailbox/DG. If using a distribution group, confirm membership and delivery rules on the email side.  Related Information How To: VIP Portal...

Objective This guide will walk you through setting up the standard integration for CrexendoVIP.  Symptoms VIP - CRM Integration   Eligibility The integration uses our app featured on the Chrome Web Store and requires Chrome-based browsers to work.  Procedure Download the plugin from the Google Chrome Store After the new extension has been installed ...

Objective After you send a campaign, Business Marketing Messaging displays status notifications that show where your send is up to and whether anything is preventing delivery. These notifications help you understand delays, reporting availability, and actions you may need to take. Transparency: You can quickly see your campaign's status. Reporting e...

Objective This guide will explain how to set up Time Frames for your inbound call routing as well as for individual users.  Time Frames are set periods of time that your phone system follows. This could include scenarios such as business hours, after-hours, and holidays. NOTE: Creating Time Frames only makes the system aware of these periods. A time...

Objective Customers usually have an extension scheme in place. When building out these extensions, we should strive to stick with the original scheme as much as possible. In the event we are starting from scratch, we should use this list as a base  Symptoms What extensions can I use What extensions are not available   Procedure Users Extension Schem...

Objective In some cases, you may wish to offer SIP trunks to customer IP PBXs and other CPE (customer premise equipment) like Adtran (PRI Gateways, etc). The Portal SIP Trunk interface is the easiest way to configure and manage customer trunks. In prior versions, configuring registered customer SIP trunks with some IP PBXs and other customer-premise...

Symptoms I can’t edit or delete a reminder   Procedure Reminders can only be edited or deleted before their scheduled date/time. If the scheduled send time has passed, create a new reminder for a future date instead.  Related Information How To: VIP Group Messaging - Create or Edit Reminder How To: VIP Group Messaging - Delete a Reminder   Escalatio...

Symptoms VIP - GA Firmware List   Procedure Desk Phones (Zero Touch Provisionable) Yealink Device Required Firmware Version Yealink T21P E2 52.84.0.125 Yealink T22P 7.70.1.20 Yealink T23G 44.84.0.140 Yealink T26P 6.60.200.240 Yealink T28P 2.60.200.242 Yealink T29G 46.83.0.120 Yealink T31G 124.86.0.40 Yealink T32G 32.70.0.168 Yealink T33G 124.86.0.40...

Symptoms Import fails contacts show as invalid   Procedure Confirm file type is one of the following: .csv .xls .xlsx  Re-check phone number formatting (international prefixes where needed).  Escalation Information Escalation Information: SD3 If you have any questions, concerns, or issues, contact the Service Desk III (SD3 If you have any questions,...

Objective Blasts are a great way to send the same message out to a list of contacts. They are commonly used for marketing campaigns, staff alerts, and organization notification systems.   Symptoms How to create a blast campaign   Procedure NOTE: Blasts use a simple time-based queueing system. Users and account types may have different limitations on...

Symptoms I am having problem with my Night Mode button   Procedure Go to Inventory, then select the Phone Number routing. Drag the Night Mode time frame to the bottom of the other time frames. Select Save and test again.   Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexendo Support at 855-211-2255 o...

Symptoms How can I answer a call   Procedure When you are not on another call Lift the handset (or press Speaker/Headset if applicable).  When you are already on a call: Press the Answer soft key (or press the flashing line button for the incoming call). Your original call is placed on hold automatically. To switch between calls, press the correspon...

Symptoms VIP Webphone is not working properly VIP - Webphone Troubleshooting   Procedure Follow the instructions below: Confirm the user is using Google Chrome. Make sure to clear the cache and cookies.  Verify that Chrome is up to date. Check that the correct Chrome permissions are enabled for Webphone: Microphone Sound Notifications Pop-ups and re...

Objective This guide will explain how to set up Time Frames for your inbound call routing as well as for individual users.  Time Frames are set periods of time that your phone system follows. This could include scenarios such as business hours, after-hours, and holidays. NOTE: Creating Time Frames only makes the system aware of these periods. A time...

Objective Provides step-by-step instructions for setting up your CAIRO AI Receptionist. The CAIRO AI Receptionist is a customizable virtual assistant that answers calls, shares information, routes callers, and can schedule appointments using natural conversation. You can create multiple AI Receptionists for different needs (e.g., reception, support,...

Symptoms How to assign an auto attendant greeting to play during a specific time frame    Procedure If you have an auto attendant that will offer the same options regardless of which time frame it is associated with, you can assign an auto attendant greeting to play during a specific time frame. To associate the time frame with an auto attendant gre...

Symptoms How to create a canned response   Procedure Canned responses are pre-written messages you can use for common replies, Away Messages, and keyword automations. In the message composer, click the double arrow icon to open the canned response selection modal. Select a canned response to prepopulate the message field. Edit the message if needed....

Symptoms Contacts are opting out after starting a campaign   Procedure Review message tone and frequency to ensure the campaign feels helpful, not spammy. Increase time between drips TIP: It is recommended to have at least one day between messages     Related Information Overview: VIP Group Messaging - Conversation Page   Escalation Information Esca...

Symptoms VIP - Reseller accounts   Procedure When a Partner needs access to their accounts, you need to move the domain reseller to the proper partner account. For example, each partner account has an individualized ADMIN/Management account. To edit this: Go to the DOMAIN Center Select a domain to edit Click on the Reseller drop-down. This will chan...

Symptoms VIP Mobile App users don’t see the shared mailbox   Procedure Confirm the user is subscribed to the shared mailbox in the internal Shared VM enablement settings. Have the user fully close and reopen the VIP Mobile App (or sign out/in if required). Validate that the shared mailbox appears under Visual Voicemail.  Related Information How To: ...

Objective Automation conditions define when an automation should trigger. You can use a single condition or combine multiple conditions to narrow down exactly which inbound messages should start your workflow. TIP: Add more conditions to reduce “false triggers” (messages that accidentally match your automation).   In most automation builders, the Co...

Objective Away Messages act as auto-responders to inbound messages. When an Away Message is active, and you receive a message, the sender will automatically receive a reply containing your Away Message text.  Symptoms How to set up the away message   Eligibility You are signed in to the Crexendo messaging application. You have access to the Canned R...

Symptoms My automation isn’t triggering My automation triggers too often (false positives)   Procedure My automation isn’t triggering Confirm the inbound message matches your Message Type (SMS vs MMS). Verify that the reply is being delivered to the correct Receiving Number (if configured). Check Message Content logic: If using Contains all, all key...

Symptoms How to reset users in VIP Portal   Eligibility This action can only be done by an admin or Office Manager from the VIP Portal for Managers.  Procedure The Users section of the VIP Portal for Managers lets you manage your users in one place. Go to Users and click on the user’s name. Select the Advanced tab. Select Reset User Review the optio...

Objective Crexendo VIP Group Messaging provides the platform for your business to send and receive SMS/MMS to/from your clients using several tools including auto responses, drip campaigns, text blasts, reminders, and more.  Symptoms How to search for user guides?   Procedure Select at the top of the screen, which will open the User Guides.  Select ...

Objective The CAIRO AI Receptionist is a customizable virtual assistant that answers calls, shares information, routes callers, and can schedule appointments using natural conversation. You can create multiple AI Receptionists for different needs (e.g., reception, support, sales, billing) and customize each one with your business information, voice ...

Symptoms Caller is requesting a change but is not an Office Manager   Eligibility Verification Process Exemption To prevent service interruptions, customer impact, and escalation, Service Desk may bypass normal authorization requirements by following the steps below: Make sure these conditions are met The customer is unable to receive inbound calls ...

Objective NavaGo offers a controlled enhanced integration between the VIP platform and Vinsolutions/CoxAuto CRM. Further in the documentation, we will discuss enabling your dealership for the Crexendo/Mondago integration, configuring the NavaGo client, and a few how-tos on how the integration works/responds.  Symptoms VIP - MondaGo-NavaGo Integratio...

Symptoms HIPPA compliance with VIP fax   Procedure Our Fax product is encrypted, so it's as secure as being encrypted. That said, for fax-to-email or email-to-fax to be encrypted, the end user's mail service needs to support TLS encryption. If they send a fax from their portal (Web to Fax), it is secure. Email to Fax, TLS Encrypted Fax to Email, TLS...

Objective Reminders let you schedule messages to be sent to individual contacts at a future date and time. This is useful for follow-ups, appointment reminders, and task-based outreach. TIP: Dates with scheduled messages display have a blue dot above the day number.      Symptoms How to delete a reminder   Procedure NOTE: Once the scheduled send tim...

Symptoms Future drips have stopped sending   Procedure If the contact replied, the system automatically stops any future drips that have not yet been sent. Review the conversation history to confirm a reply was received. If you still need follow-up messages, create a new campaign or reapply the campaign if your workflow allows it.  Related Informati...

Reminders What do the blue dots on the calendar mean? A blue dot indicates there is at least one scheduled reminder/message on that date.     Can I schedule a reminder to multiple contacts? Reminders are designed to send scheduled messages to individual contacts. For bulk messaging, use Blasts.       Blast Campaign Can I delete a Blast after it’s se...

Objective Link your CRM to the VIP Platform with our Integrator Client!  Symptoms CRM Integrations   Eligibility Subscription is required. CRM Integrations is an enhanced feature and requires licensing. Compatibility Use the two following links to check for CRM compatibility with Crexendo Standard Integrations (Loup) Anyone with an advanced seat or ...

Symptoms I want to delete my drip campaign   Procedure IMPORTANT: Deleting a drip campaign permanently removes it and its scheduled drips.   Locate the drip campaign you want to delete in the list. Under the Actions column, click Delete. When prompted, click OK to confirm deletion.  Related Information Overview: VIP Group Messaging - Conversation Pa...

Objective You can access your voicemail and its settings through multiple platforms, including your desk phone, mobile app, web phone, and the Portal. This guide will walk you through accessing and managing your voicemail. To learn more about the voicemail menu map, refer to the Voicemail Menu Map Cheatsheet.  Symptoms I need to manage my voicemail ...

Symptoms How to add a button in SNAPbuilder How to edit a button in SNAPbuilder   Procedure Adding a Button On the right, navigate to the desired page and choose a button entry that is marked Unassigned. Click on the entry, and it will expand and allow you to modify it. Editing a Button Navigate to the desired page and click on any unlocked button e...

Description The VIP Portal for Users is a web-based tool that is available to be used to access your own settings, including messages (voicemail, SMS, and fax), add personal contacts, customize your own answering rules and time frames, edit your physical phone settings, music on hold options, and your call history for your extension.  Users No infor...

Symptoms Star codes are not working   Procedure Some star codes require permissions (monitoring, recording, call center agent codes). Try pressing [SEND] after dialing the code (some phones won’t auto-send star codes). Codes can vary by configuration—if you suspect a mismatch, contact support.  Escalation Information Escalation Information: SD1 If y...

How To: VIP Mobile App - Add Another Caller to a Call Symptoms How can I add another call to my current call How can I do a conference  Symptoms How can I add another call to my current call How can I do a conference call How can I do a three-way call I want to bring in another caller   Procedure To bring in another caller for a conference or three-...

Symptoms VIP LOUP - Hubspot Custom Search URL   Procedure Create a new Loup integration with the following search URL by replacing 99999 with the company ID: https://app.hubspot.com/reports-dashboard/99999/view/4712798?globalSearchQuery=[number]   Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexendo ...

Symptoms There is an outdated article Broken links or image Need a change to the step-by-step process Inconsistent information   Cause If the article has the following: Outdated information Broken links and hyperlinks Blurred and unclear screenshots  Procedure IMPORTANT: Change requests will undergo review with the proper channels before being appro...

Scope This policy applies to all physical products distributed by the company.  Policy Statement Customers are not permitted to return unopened physical products more than 90 days after installation (cutover date). This policy applies to both cash purchases and rental equipment.  Return Eligibility Unopened Products Returns are only accepted within ...

Symptoms I want to enable my Microsoft SSO I want to enroll my account   Procedure To enable SSO for accounts, refer to How To: Microsoft - Enable SSO Open portal.crexendovip.com/portal and click on the Sign in with Google button Google Sign-in window will open up. Input your GSuite/Google credentials. TIP: If the pop-up does not appear, your pop-up...

Symptoms How to check notes in Zendesk   Procedure IMPORTANT: Skipping this step would affect your QA scores under Parameter 2.2: Did the representative utilize all available tools/resources to assist the caller efficiently?    Before handling any tickets or customers, always check the domain notes in Zendesk.  To check: Go to the ticket Select Doma...

Symptoms How to sign in to the VIP Mobile app? How to log in to the VIP Mobile app?   Eligibility To use the VIP Mobile App, the following requirements must be met: You have an operational Android or iOS-based mobile device and have downloaded VIP Mobile from your app store. You have been given access to VIP Mobile in the Crexendo phone system. You ...

Symptoms I want to setup the enhanced voicemail   Procedure If you would like to add the option to dial another extension or return to an operator or auto attendant from a user's voicemail, follow the steps below: Log in to the VIP web portal. Access the Voicemail settings from either your Messages tab or from the Edit User and Voicemail tab. In the...

Symptoms What are the available features for SNAPbuilder   Procedure Feature Description Target Line Appearance Assigns an extension number that creates a phone "line" on which the user can take and receive calls. Set to your extension. Shared Line Appearance Allows you to "see" a phone line for another user. When a call comes into that user's phone...

Symptoms Message is longer than expected My message uses multiple credits   Eligibility This article is eligible for all users sending SMS from the MessageMedia web platform Prerequisites: You can sign in to the MessageMedia web platform You have access to at least one Sender ID (or sending number) to send messages Your recipients (mobile numbers/co...

Symptoms I am missing contacts  I am missing lists I am missing segments   Eligibility This article is eligible for all users sending SMS from the MessageMedia web platform Prerequisites: You can sign in to the MessageMedia web platform You have access to at least one Sender ID (or sending number) to send messages Your recipients (mobile numbers/con...

Objective Create a Night Mode / Time Frame Toggle button that routes calls to an after-hours destination.  Symptoms How to create a night mode button How to toggle after-hours destination I can’t get out of Night Mode The Night Mode button doesn’t show up on the phone Calls aren’t routing to after-hours when Night Mode is ON   Eligibility Access to ...

Objective MMS (Multimedia Messaging) in Business Marketing Messaging lets you send a file attachment (like an image, PDF, or contact card) along with a subject line and message text—helpful for marketing, announcements, and richer customer communications.  Symptoms I’m trying to send MMS from my phone   Procedure If MMS sending is not available in t...

How To: VIP Mobile App - Make a Call Symptoms I want to make a call in the mobile app   Procedure NOTE: The process be Symptoms I want to make a call in the mobile app I want to make a call on the webphone   Procedure via Contacts Scroll through your contacts Click the desired entry Click the Call button (phone icon)  via Call History Scroll through...

Objective MMS (Multimedia Messaging) in Business Marketing Messaging lets you send a file attachment (like an image, PDF, or contact card) along with a subject line and message text—helpful for marketing, announcements, and richer customer communications.  Symptoms I don’t see Attach message (MMS)   Procedure MMS is not enabled on your account yet. ...

Symptoms I can’t log in to the Marketplace authentication fails   Procedure Verify these: Confirm you used the correct CSP Short Name: crexendovip . Verify you are using a Support user with Superuser privileges. Try a private/incognito browser window to avoid cached credentials.  Escalation Information Escalation Information: SD1 If you need additio...

Description A Crexendo desk phone is a VoIP (Voice over Internet Protocol) device optimized for Crexendo’s cloud communication platform, allowing businesses to make/receive calls, manage transfers, hold, and use advanced features like conferencing. Used for daily business operations, these devices are essentially IP phones tailored for Crexendo user...

What’s the difference between Hold and Park? Hold keeps the call on your phone only. Park places the call into a shared spot so another user can retrieve it.     Why don’t my soft keys match what’s shown here? Soft keys change by phone model and what your phone is doing (idle vs. active call vs. ringing). Use the closest equivalent (Answer/Transfer/...

Symptoms enabled the domain I don’t see the AI Receptionist user or ConfigUI    Procedure Refresh the domain view and confirm the correct domain was enabled. Re-open the CAIRO app, then go to Manage Domains and confirm the domain shows as enabled. If objects still do not appear, refer to the escalation information below.  Escalation Information Esca...

Symptoms How can I transfer a call   Procedure There are two common transfer types: Attended (consult first) and Unattended (blind transfer). Attended While on the call, press Transfer (soft key or hard key). Dial the extension or phone number, then press Send. Announce the call and confirm they can take it. Press Transfer again to complete the tran...

Symptoms How to filter call history in VIP Portal   Procedure Select Filter from the top left side of the Call History page. Select the date or dates you would like to see and any other information, including Caller Number, Dialed Number, or Call Type. Select Filter to run the search. NOTE: If you are a call center agent who receives calls through a...

Description This article outlines the necessary steps to configure your firewall/network settings to allow the CrexendoVIP Desk phones, Mobile App, Web phone, and CrexendoHD products to function and communicate correctly with our platform.          Users No information yet   Eligibility Go Integrator Nava must be licensed before it can be used. User...

Objective MMS (Multimedia Messaging) in Business Marketing Messaging lets you send a file attachment (like an image, PDF, or contact card) along with a subject line and message text—helpful for marketing, announcements, and richer customer communications.  Symptoms I can’t receive MMS replies   Procedure Confirm your account has a dedicated number a...

Symptoms Contacts are still unsubscribed after import   Procedure Reimporting does not resubscribe. Unsubscribed contacts remain unsubscribed and must be resubscribed manually.  Escalation Information Escalation Information: SD3 If you have any questions, concerns, or issues, contact the Service Desk III (SD3 If you have any questions, concerns, or ...

Symptoms How can I block spam calls   Procedure If you would like to block a SPAM or Robocall number from being able to call you: Select the Blocked Numbers button. Enter the number into the blank and press the + button. TIP: You can also block a number from the Call Details section by selecting the Block Call icon.     Related Information Calls Lab...

Symptoms How can I add a contact in VIP Portal   Procedure To filter your contacts, select the drop-down menu and choose the category you would like to see, including All contacts, Favorites, Shared, My Contacts, Coworkers, Departments, Sites, Available, Busy, or Offline. Internal contacts are marked with colored dots: Green They are available for a...

Symptoms Create a new answering rule   Procedure You can create a new Answering Rule in two different tabs: In the Time Frames tab and in the Answering Rules tab. Answering Rules Tab From the VIP Portal, select Answering Rules Select Add Rule at the top right side of the screen. Select the time frame that you want to apply the rule to from the drop-...

Symptoms How can I answer a call   Procedure Call Park places a call into a shared “hold queue” so another user can pick it up (instead of transferring it directly). Call parks must be created by an administrator.  NOTE: To create a Call Park, use one of the following extensions in the range 9000 to 9999. Use these extension ranges (9000 to 9999) ex...

Symptoms I want to make a call in the mobile app I want to make a call on the webphone   Procedure via Contacts Scroll through your contacts Click the desired entry Click the Call button (phone icon)  via Call History Scroll through the entries Click the one you want to return the call to  via Voicemail If you wish to call someone who has left you a...

Symptoms Where is the Quick Message icon in MessageMedia   Eligibility This article is eligible for all users sending SMS from the MessageMedia web platform Prerequisites: You can sign in to the MessageMedia web platform You have access to at least one Sender ID (or sending number) to send messages Your recipients (mobile numbers/contacts/lists) are...

Symptoms I am having problems with my Night mode button Night mode button not showing in my phone The Night Mode button doesn’t show up on the phone   Procedure Confirm the following: You selected the correct MAC address in Inventory > Phone Hardware. The line key is set to Timeframe Toggle, and Night Mode is selected. You clicked Save in SNAP Bu...

Objective Crexendo VIP Group Messaging provides the platform for your business to send and receive SMS/MMS to/from your clients using several tools including auto responses, drip campaigns, text blasts, reminders, and more.  Symptoms How to create a new conversation in using group messaging?   Procedure via Desktop Select the Conversations button on...

Objective After you send a campaign, Business Marketing Messaging displays status notifications that show where your send is up to and whether anything is preventing delivery. These notifications help you understand delays, reporting availability, and actions you may need to take. Transparency: You can quickly see your campaign's status. Reporting e...

Symptoms VIP - Offloading Call Recordings to Third Party Services    Procedure After remote storage has been configured, the table in the Remote Recording Session screen has editing options available to the right of every configuration.   Editing and deleting a configuration are only available when there are no archived recordings linked to it. That...

Symptoms How can I place a call on hold using my desk phone   Procedure Press Hold (soft key or hard key) during an active call. The line will typically flash to indicate the call is on hold. NOTE: To resume a call on hold, press the flashing line/hold key for the call, or press Resume if shown.     Related Information Overview: Crexendo Desk Phone ...

Symptoms Offloading Call Recordings to Third Party Services   Procedure Go to the VIP Portal and navigate to the Call History section.  Click on the Recording Storage Settings button. This opens a Remote Recording Session page, nested under the Call History page. These are all remote call recording configurations in your system.   NOTE: The green ac...

Objective After you send a campaign, Business Marketing Messaging displays status notifications that show where your send is up to and whether anything is preventing delivery. These notifications help you understand delays, reporting availability, and actions you may need to take. Transparency: You can quickly see your campaign's status. Reporting e...

Symptoms VIP - Offloading Call Recordings to Third Party Services   Procedure For playback in the VIP Portal, use the same process as listening to any recorded call from the Call History page. If the file is remote and not local, there will be a small added delay while the recording is fetched. This only happens when the Play button is actually pres...

Symptoms Custom field missing from mapping dropdown   Procedure Use + Add custom field during mapping, then reselect it from the dropdown.  Escalation Information Escalation Information: SD3 If you have any questions, concerns, or issues, contact the Service Desk III (SD3 If you have any questions, concerns, or issues, contact the Service Desk III (...

Description Crexendo VIP Group Messaging provides the platform for your business to send and receive SMS/MMS to/from your clients using several tools, including auto responses, drip campaigns, text blasts, reminders, and more.  Users No information yet   Eligibility No information yet   Summary Features Desktop App NOTE: Your view may differ dependi...

Objective Time-based call routing allows you to determine where calls are routed based on when they come in. This can be useful for setting up after-hours greetings, holiday greetings, lines that point to shift/duty phones, or temporary closures. IMPORTANT: While most help articles have parts you can skip, it is highly recommended to read this artic...

Symptoms I need to check voicemail on my app   Procedure If you have missed a call or received a new voicemail, you will receive a notification on your phone, and the app icon will notify you. There are two ways to check your voicemail from your mobile application: The Keypad and Visual Voicemail. Keypad When you have a new voicemail, your keypad wi...

Symptoms How to park a call in Webphone   Procedure Select Park call Select an available call park to send the call to by selecting the P icon, and the call will be instantly parked. To retrieve a parked call: Select the Call Parks option on the side navigation pane. Select the   icon and select Answer to retrieve the call or ignore to send it to vo...

Symptoms How can I send an SMS campaign   Eligibility Login access to the Business Marketing Messaging platform An approved/available Sender ID (number or configured sender) A recipient list (copy/paste numbers, saved contacts/lists/segments, or a CSV/XLSX file) Message content prepared (or use templates / AI assistant)  Procedure Go to Messaging &g...

Symptoms How can I add another call to my current call How can I do a conference call How can I do a three-way call I want to bring in another caller   Procedure To bring in another caller for a conference or three-way call. Select Add call, which will place the first caller on hold. Choose the number to add to the call from your contacts or dial a ...

Symptoms How can I do a conference call   Procedure NOTE: You can add up to 3 people for a Conference Call   During an active call, press Conference. The active call is placed on hold. Dial the second party’s extension/number and press Send. When they answer, press Conference again to join all parties.  Related Information Overview: Crexendo Desk Ph...

Objective The CAIRO AI Receptionist is a customizable virtual assistant that answers calls, shares information, routes callers, and can schedule appointments using natural conversation. You can create multiple AI Receptionists for different needs (e.g., reception, support, sales, billing) and customize each one with your business information, voice ...

Objective The CAIRO AI Receptionist is a customizable virtual assistant that answers calls, shares information, routes callers, and can schedule appointments using natural conversation. You can create multiple AI Receptionists for different needs (e.g., reception, support, sales, billing) and customize each one with your business information, voice ...

Expired or Mismatched Time Frame (Always Showing as Expired) Why does an Always Time Frame show Expired? Reference: Problem: VIP Portal - Expired or Mismatched Time Frame (Always Showing as Expired) Repeat the process and verify you removed all visible date entries in Step 5. Confirm you saved at each required point: Saved once after switching to Sp...

Symptoms How can I make a call   Procedure Internal Call Lift the handset. Dial the extension. Press Send (or wait if your phone auto-dials).     External Call Lift the handset (or press Speaker). Dial the 10-digit number. Press Send or wait ~4 seconds for the system to dial automatically (varies by model/config).       Related Information Overview:...

Symptoms call park is not working   Procedure Confirm you are dialing the correct park extension (often 9001, 9002, etc.). Call Parks must be created by an administrator—if no parks exist, parking will fail. If using a programmed park button, confirm it’s assigned to the correct park location.  Escalation Information Escalation Information: SD1 If y...

Symptoms I want to enable my Microsoft SSO I want to enroll my account   Procedure To enable SSO for accounts, refer to How To: Microsoft - Enable SSO Open portal.crexendovip.com/portal and click on the Login with Office 365 button Microsoft Sign In window will open up. Input your Office 365 credentials. TIP: If the pop up does not appear, your pop ...

Objective The CAIRO AI Receptionist is a customizable virtual assistant that answers calls, shares information, routes callers, and can schedule appointments using natural conversation. You can create multiple AI Receptionists for different needs (e.g., reception, support, sales, billing) and customize each one with your business information, voice ...

Symptoms The Office Manager doesn’t see the CAIRO tile in VIP Portal No CAIRO icon in VIP Portal   Procedure Confirm the following: Have the Office Manager log out and log back in. Confirm CAIRO was enabled on the correct domain.  Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexendo Support at 855-21...

Symptoms I am having problems with my Night Mode button Calls aren’t routing to after-hours when Night Mode is ON   Procedure Confirm the following: The after-hours number/extension is correct on the Night Mode answering rule. Night Mode is added to the phone number’s time-of-day routing with the correct destination. The toggle’s Target User is the ...

Objective Provides guidance on importing contacts into Business Marketing Messaging, including file formatting, field mapping (standard and custom), and completing the import with appropriate list and subscription settings.  Symptoms How to import a contact   Eligibility Access to the Business Marketing Messaging web portal A contact file in .csv, ....

Symptoms How to transfer a call   Procedure Select the Transfer button Select either to transfer to one of your contacts or dial a new number with the dial pad. Select to transfer by either Blind Transfer or Assisted Transfer   Blind Transfer   Assisted Transfer     Once you select the number or user to transfer to, the transfer is complete.   Once ...

Objectives The CAIRO AI Receptionist is a customizable virtual assistant that answers calls, shares information, routes callers, and can schedule appointments using natural conversation. You can create multiple AI Receptionists for different needs (e.g., reception, support, sales, billing) and customize each one with your business information, voice...

Symptoms How to access the VIP Mobile App   Procedure via Web Browser Using your web browser, navigate to Crexendo VIP Webphone Enter your VIP username (extension@domain) and password Click LOG IN to access the web phone. If you cannot remember your username or password, you can click the links to recover them.     via VIP Portal Log in to the VIP P...

Symptoms How to send outbound faxes in VIP Portal   Procedure VIP Faxing allows you to send and receive faxes via email, the VIP Portal, or through a physical fax machine, depending on your setup. Crexendo configures the fax system so that only authorized users can send faxes on behalf of your organization. Customers should provide a list of email a...

Objective SNAPmobile iOS is a softphone with portal capabilities including a SIP softphone, contact management, answering rule management, extension dialing, visual voicemail, presence, and call recording. This article is a comprehensive guide to logging into SNAPmobile iOS for the first time and utilizing its features.  Symptoms How to log in to Sn...

What is created automatically when CAIRO is enabled for a domain? ConfigUI: CXDO_MKTPLACE_CAIRO System user: AI Receptionist Answering rule that routes calls to CAIRO       Escalation Information Escalation Information: SD1 If you need additional assistance, contact Crexendo Support at 855-211-2255 or em If you need additional assistance, contact Cr...

Symptoms I want to add a new voicemail greeting   Procedure Select the Manage button Select Add Greeting at the bottom of the window. Select the method you would like to use to add your new greeting: Text-To-Speech: Allows you to type in your message and select a voice inflection that will read your message. Upload: Allows you to upload a recording ...

Objective You can access your voicemail and its settings through multiple platforms, including your desk phone, mobile app, web phone, and the Portal. This guide will walk you through accessing and managing your voicemail.  Symptoms I want to manage my voicemail settings Can you help me manage my voicemail settings   Procedure Checking your Voicemai...

Symptoms How can I speak with the person before transferring the call   Procedure Select Attended Transfer. This action will place the caller on hold. NOTE: This may appear as Atten...ansfer   Dial the number, extension, or choose Contacts to dial the number of the person you would like to transfer the call to.  Once you speak to the person and they...

Objective After you send a campaign, Business Marketing Messaging displays status notifications that show where your send is up to and whether anything is preventing delivery. These notifications help you understand delays, reporting availability, and actions you may need to take. Transparency: You can quickly see your campaign's status. Reporting e...

Sending a Message When should I use Quick Message vs New Message? Quick Message: best for fast, one-off texts. New Message: best for larger sends and additional sending tools.     Can I copy/paste recipients from a spreadsheet? Yes. In New Message using Manual Entry, you can copy/paste a list of numbers directly into the recipient field.     How do ...

Symptoms I need to send a campaign   Eligibility Access to Business Marketing Messaging Permission to create and send campaigns Sufficient account balance (if your account uses prepaid/trial credits)  Procedure Before sending, a confirmation pop-up may appear. You must click Confirm to proceed or Cancel to stop and make changes. TIP: You can skip th...

Symptoms Where is the Send Now button in MessageMedia Send now button is disabled Nothing is sending   Eligibility This article is eligible for all users sending SMS from the MessageMedia web platform Prerequisites: You can sign in to the MessageMedia web platform You have access to at least one Sender ID (or sending number) to send messages Your re...

Symptoms How can I access my SNAPbuilder   Procedure NOTE: SNAPbuilder is only used for feature buttons (not Soft Keys). Feature/line buttons are located on the left and right sides of your desk phone display screen.     To access SNAPbuilder, log in to the VIP Portal. SNAPbuilder works the same for all users and only works on desk phones. It is not...

Symptoms How to check voicemail   Procedure Within the Crexendo Web Phone, select Voicemail from the navigation pane. The Voicemail option displays a list of your voicemails. It displays both new and saved voicemails, to which you can listen by clicking the Play button.  The image below shows a voicemail that has been transcribed using our premium t...

Objective Crexendo VIP Group Messaging provides the platform for your business to send and receive SMS/MMS to/from your clients using several tools including auto responses, drip campaigns, text blasts, reminders, and more.  Symptoms How can I access the VIP group messaging in the Portal? How can I access the VIp group messaging via Mobile app?   Pr...

Symptoms I need to enable the SSO for my account   Procedure IMPORTANT: Internal ONLY. Do not share with customers.    Click on Edit Domain Change Single Sign-On to Enable Save the changes  Escalation Information Escalation Information: SD2 If you have any questions, concerns, or issues, contact the Service Desk II (SD2) If you have any questions, c...

Symptoms I need to receive inbound faxes   Procedure Once the fax feature is enabled by Crexendo, incoming faxes will be delivered to the email address/es enabled by your administrator.  You can have faxes delivered to one or more recipients (email addresses). When a fax is received at your fax number, it is delivered to all email addresses associat...

Symptoms I can’t find the Quick Message icon. The Send now button is disabled or nothing sends. My message is longer than expected / uses multiple credits. I’m missing contacts   Eligibility This article is eligible for all users sending SMS from the MessageMedia web platform Prerequisites: You can sign in to the MessageMedia web platform You have a...

Description SNAPmobile is a softphone with portal capabilities including a SIP softphone, contact management, answering rule management, extension dialing, visual voicemail, presence, and call recording. This article is a comprehensive guide to logging into SNAPmobile iOS for the first time and utilizing its features.  Users No information yet   Eli...

Symptoms I want to transfer a call How can I transfer a call in VIP Mobile app   Procedure Select Transfer Dial the number or extension you would like to transfer the call to Press the green call button to complete the transfer TIP: If you would like to transfer the call to one of your contacts:  Select Transfer Choose Contacts Navigate to the conta...