Using Unitel Voice
Details of How to Use Unitel Voice Services
82 articles
Extensions
Learn the different settings of the Extensions Section
What are Extensions?Understanding extensions in Unitel Voice. Learn how employee and department extensions help route calls and streamline communication.
How to set up Employee Extensions (Users)How to set up employee extensions. Create 3-digit extensions for users to manage calls, voicemail, and mobile app access.
How to set up Department Extensions (Groups)How to set up department extensions. Group employee extensions under one number to route calls by team or department.
What is the "Ring for..." field?Understanding the “Ring for...” setting. Set how long each number rings before moving to the next or going to voicemail.
Custom Call Forwarding SchedulesSet custom call forwarding schedules. Control when calls are forwarded for each extension using custom time slots.
Why is the “Delete” button missing for one of my extensions?Why you can’t delete some extensions. Learn how to update call routing so you can safely delete an extension.
Greetings
How to set up greetings
Phone System Greetings: Main, Voicemail, and After-HoursLearn the difference between Main, Voicemail, and After-Hours Greetings in Unitel Voice and where each one is used.
How to Set Up and Record GreetingsLearn how to set up, record, or upload Main, Voicemail, and other greetings.
How to Set Up an After-Hours Greeting and Business HoursLearn how to set up an After-Hours Greeting, choose call handling, and create a custom business-hours schedule.
Default GreetingsExplains default system greetings and how to replace them.
Call Forwarding
How to set up Call Forwarding
How does call forwarding work?Where to manage call forwarding. Forwarding can be set at the phone number, employee extension, or department extension level.
Where can I forward my calls?Call forwarding coverage. Forwarding is included to the U.S. (excluding AK & HI), Canada, and internal extensions.
Voicemail
Learn about voicemail
Voicemail Guide: Setup, Storage, Access & DeletionEvery Employee Extension and Department Extension in Unitel Voice includes its own voicemail box. You can customize greetings, receive voicemail by email, manage messages in your Inbox, and download messages…
I want to use my own device's voicemail.This explains how to turn off the Unitel Voice voicemail if you're forwarding calls to your own device and want to use your own voicemail.
How do I prevent my voicemails from going to my spam folder?Fix voicemail emails going to spam.
Phone Numbers
Phome numbers settings
Managing Your Phone Numbers In Unitel VoiceManage your phone number settings. Edit call routing, caller ID, fax preferences, and tags under Settings > Your Numbers.
How do I add additional numbers to my account?Add additional local or toll-free numbers anytime from your Unitel account.
How do I transfer Additional Numbers to Unitel Voice?How to transfer your number to Unitel Voice. Submit an LOA form and proof of ownership to start your free number transfer.
Can I request a specific vanity toll free number?Get a vanity toll-free number. Use our search tool to find and secure a custom number during or after signup.
Can I Buy a Toll-Free Number from Another Company and Use It with Unitel Voice?Transfer your toll-free number. It's free and easy—just submit an LOA form and proof of ownership.
How much does it cost to add an additional number to my account?Types of numbers you can add. Add toll-free, local, vanity, or transferred numbers—starting at $4.99/month.
If I add an additional number to my account, can I track calls on that number separately?Call tracking by number. View and filter call logs by number to track campaigns, departments, and performance.
Can I Forward an Additional Number to Its Own Extension?Forward a number to an extension. Route calls from a specific number directly to any extension—bypassing the main greeting.
What is a Number Tag and how are they used?Use Number Tags to label your phone numbers and track call sources like campaigns or departments in your call logs.
Why can't I add any more numbers to my account?How many numbers can I add? Plan limits apply—Startup allows 5, Unlimited 20, and Office plans have no limit.
Faxing
How faxing works
Can I Send and Receive Faxes with Unitel Voice?Send and receive faxes online with your Unitel Voice account. Faxing is included with all plans and works directly from your dashboard.
How Do I Send a Fax?Send a fax online through your Unitel Voice dashboard. Upload PDF or image files, choose caller ID, and fax in minutes.
How Do I Receive a Fax?Receive faxes to your Unitel Voice number, access them in your Inbox, and set email notifications for incoming faxes.
Do Faxes Use My Plan Minutes?Learn how faxing uses your Unitel Voice plan minutes. Most faxes use about one minute per page sent or received.
Dial Out
Dial Out features
What is the Dial-Out feature?Make business calls from any phone while showing your Unitel Voice number as the caller ID.
How do I make outbound calls with Dial-Out?Dial-Out setup and usage. Authorize your number, call the access line, and place outbound calls showing your Unitel Voice Caller ID.
What is the Dial Out Access Number?Login to find the dial-out access number.
Do I need to dial a '1' when making an outbound call?Unitel Voice supports both 10-digit and 11-digit dialing formats.
Caller ID Display
Caller ID Display settings
Caller ID Display Settings for Incoming & Outbound CallsLearn how Caller ID works for forwarded calls, outbound calls, business call identification, and why a different number may appear.
Why Do My Calls Show as “Spam Likely”?Spam Likely, Scam Likely, or Fraud Risk. This article explains why it happens, how to check your number, and what you can do to fix it.
What is CNAM (Caller ID Name)?Display your business name on outbound calls—available for U.S. local numbers for $1/month.
How do I make outbound calls so the person I am calling sees my Company name on the Caller ID?CNAM displays your business name with your number on outbound calls to boost recognition and answer rates.
Notifications
Notifications features
How do I update the email address where I receive my voicemails?Add one or more email addresses to receive voicemails—separate multiple emails with commas.
Can I receive text messages for voicemail notifications?Get voicemail alerts by text. Use your carrier’s email-to-text address to receive voicemail notifications as SMS.
Call Recording
How Call Recording Works
What is call recording?Record calls for specific extensions for $4.99/month—make sure to follow local consent laws.
Recorded Calls: How to Access, Listen to & Troubleshoot Missing RecordingsLearn how to find recorded calls, play, download, or forward recordings, and why recorded calls may be missing.
Conference Calling
How Conference Calling Works
Conference Calling vs Web Meetings?Add up to 10 conference lines for $2.99/month—web meetings are no longer supported.
How do I enable Conference Calling?Turn on Conference Calling under Settings > Extras. Only $2.99/month, then access “Conference Rooms” in your settings.
How do I create a Conference Room?Enable Conference Calling under Settings > Extras, then go to Settings > Conference Rooms to add and configure your room.
How many Conference Rooms can I create?You can create up to 10 active Conference Rooms per account.
Where are my recorded Conference Calls?Access, download, or delete them within 14 days—recordings are auto-deleted after that.
Do moderators have any additional controls during a Conference Call?Moderators have additional controls.
How do I use the Unitel Conference Service?Attendees dial your Unitel number, enter the Conference Service extension, then enter the User PIN (or Moderator PIN if hosting).
How many callers can each Conference Room handle?Conference rooms support up to 100 participants.
How are Conference Calls Rated / Billed?Inbound minutes are used per participant—10 people on a 30-minute call = 300 minutes.
What are the different options for Conference RoomsSet a name, start time, PINs, max participants, and advanced features like hold music, recording, and join/leave announcements.
Voicemail Transcription
How Voicemail Transcription Works
What is Voicemail Transcription?For $4.99/month, get voicemails emailed as text plus audio—great for quick reading and easy message tracking.
How do I enable Voicemail Transcription?Add Voicemail Transcription under Settings > Extras, then turn it on in the Extension’s Edit screen.
SMS Toll Free Texting
How SMS Toll Free Texting Works
Does Unitel Voice offer SMS toll free texting?$8/month includes text-to-email and an online dashboard. Great for one-to-one messaging (not bulk texting).
How long does it take to add toll free texting to my service?Texting activation takes 7–10 business days due to carrier review. You’ll get an email once approved.
Can I send out a text message to a group of people?Distribution Lists let you send one message to multiple people individually. Contact support to enable this feature.
What is SMS toll free texting?SMS toll-free texting lets you send and receive one-on-one texts using your toll-free number via email or dashboard.
How does toll free text messaging work?Toll-free texting lets customers message your business using your toll-free number, with replies managed via email or dashboard.
How much does SMS toll free number texting cost?Toll-free texting costs $8/month for 500 messages. Extra messages are billed in blocks of 500 for $8.
Do I have to use Unitel Voice's toll free number service to enable SMS texting?SMS texting requires an active Unitel Voice toll-free number and is not available as a standalone service.
Can I keep my current toll free number with my current provider?SMS texting is only available with a Unitel Voice toll-free number—it cannot be used with numbers from other providers.
Why is toll free SMS texting useful for customer support teams?Toll-free SMS lets customers text your support team for quick, convenient help—reducing calls and improving satisfaction.
Why is SMS toll free texting useful for sales and marketing teams?SMS toll-free texting gives sales and marketing teams a fast, direct way to engage leads, run promotions, and boost conversions.
How do I send an outbound text?Unitel Voice’s SMS service works via email or an online dashboard—just reply to emails or log in to send and manage texts directly.
Can I send an image when texting?Yes, Unitel Voice supports MMS, but image size is limited to 1 MB—larger or high-quality files should be sent via email instead.
How do I update the email destination for text messages?Update your text message email in the texting portal under Settings > Edit > Email Addresses, then click "Update Agent" to save.
How do I add an additional email to receive text messages?To add an additional email, email [email protected] with the new user's name and email address.
Can I receive messages from a shortcode?Unitel Voice does not support inbound or outbound messages from shortcodes due to carrier restrictions.
How do I delete or remove users from receiving text messages?Email [email protected] with the user's name and email to remove them from text notifications.
Error: “Fail: not from a valid long-code” when replying to a text?Reply from the registered email and keep the subject line unchanged. If issues persist, contact [email protected].
What is TXT Relay?TXT Relay is no longer supported on Unitel Voice and is not available for use.
What is External ID?External ID is no longer supported on Unitel Voice and is not functional.
What is a Distribution List?Distribution Lists allow sending messages to multiple numbers. Messages may experience delays during peak times.
What is a Quick Reply?Quick Replies are pre-written responses that save time and ensure consistency.