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 Specific Date or Days of the Week (Step 3)
- Saved after deleting the dates (Step 5)
- Saved after switching back to Always (Step 6)
- Refresh the Time Frames list (hard refresh if needed) and re-check the status.
Do I need to change any of the time period data before saving?
No. In Step 3, you should save without modifying the displayed values. This is necessary before removing the date row.
Reference: Problem: VIP Portal - Expired or Mismatched Time Frame (Always Showing as Expired)
Will this affect call routing?
It can. If a Time Frame is incorrectly marked Expired, any routing rules that rely on it may not behave as expected. Fixing the Time Frame restores the intended “Always active” behavior.
Group (Shared) Voicemail Boxes
Why do I see lettered extensions (8995a, 8995b, etc.)?
These represent the shared voicemail line mapped to specific devices so the correct phone can display the line key/appearance.
Should I select a phone model or 911 caller ID when adding phones under the Group Voicemail user?
Typically, E911 and device identity settings should align with the physical device’s location/requirements.
If unsure, follow your standard customer E911/device policy or contact Support.
Can I use more than one access method?
Yes. Many teams use Desk Phone keys for on-site staff and Email or VIP Mobile App for mobile/remote users.
Star Codes
Do feature codes work on softphones?
In most environments, yes. However, behavior can vary by softphone type and system configuration.
Do I need to include the extension/number every time?
Some codes require a destination.
EXAMPLE: *71 intercom, *99 pickup, and forwarding set codes
Others are single-action toggles.
EXAMPLE: *78 DND on / *79 DND off
Can I remove call forwarding without deleting my saved number?
Yes. Deactivate using the appropriate deactivate code (e.g., *73, *91, *93). Your previously set destination may remain saved depending on the configuration.
Call Flow and User Extension Range
Should we always use the recommended ranges exactly as listed?
No. The priority is to match the customer’s existing extension scheme as closely as possible. The ranges in the Call Flow and User Extension Range article are the standard starting point for new domains.
Why can’t we assign 9000–9999 to users?
That range is reserved for Call Parks and other system behaviors. Assigning it to users can create conflicts and unpredictable routing.
Why must all devices be placed on one server?
Keeping devices on a single server helps ensure that features function reliably across the account. The backend automatically balances calls/features/presence, so splitting devices across servers is unnecessary and can introduce issues.
Night Mode button
Why is the Night Mode time frame set to “Always”?
The phone button controls when Night Mode is active. Setting it to Always allows the toggle to enable/disable routing without relying on a schedule.
Why do we uncheck “Enabled” on the answering rules?
The rule is typically left disabled so the Timeframe Toggle can control it from the phone.
Where do I find the TOD Routing user?
Go to Users and uncheck Hide System Users. The TOD Routing user extension is typically 1 + the phone number.
Escalation Information
Escalation Information: SD1
If you need additional assistance, contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com
Change Log
| Date | Description |
|---|---|
| Apr 16, 2026 | Article revamped. |