Using Unitel Voice
Details of How to Use Unitel Voice Services
111 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.
How do I manage my Employee (User) Extension Login?Managing employee user logins. Edit login details and view password requirements for each employee extension.
How do I update the permissions of my Employee Extension User?Managing extension permissions. Control which extensions users can access and manage voicemail visibility.
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.
Dial-By-Name Directory
How to set up Dial-By-Name Directory
What is the Dial-by-Name Directory?Dial-by-name directory setup. Let callers reach employees by entering the first three letters of their last name.
How do I setup my Dial-by-Name Directory?How to add users to the dial-by-name directory. Record their names and activate their extensions under Extension 8.
How do I record the name in my Dial-by-Name Directory?Record name for dial-by-name directory. Add a custom name recording under the employee extension settings.
Why isn’t my extension included in the Dial-by-Name Directory?Activate extensions in the dial-by-name directory. Enable employee extensions under Extension 8 and click save.
Greetings
How to set up greetings
What are Greetings?Types of greetings in Unitel Voice. Learn the difference between main, voicemail, and after-hours greetings.
Setting Up The Main GreetingHow to set up your main greeting. Record or upload a message that plays when callers first reach your number.
How to set up a Voicemail GreetingHow to set up a voicemail greeting. Record or upload a custom message for each department or employee extension.
How to set up an After-Hours GreetingHow to set up an after-hours greeting. Play a custom message outside business hours and choose what happens next.
Custom Business Hours Schedule For After-Hours GreetingSet custom business hours for after-hours greeting. Create a schedule so your after-hours message plays only when your office is closed.
What is the maximum file size I can upload for my greeting?Greeting file size limit. Keep uploaded greeting files under 2 MB.
Why am I unable to record my own greeting from my Apple iOS device?Trouble recording greetings on iOS? Use a voicemail, Smart Recorder app, or our free Voice Talent Studio to upload your greeting.
How Do I Record Greetings?Ways to record your greetings. Record by mic, upload an MP3, or use our free professional Voice Talent Studio.
Voice Talent Studio
How set up Voice Talent Studio
What is the Voice Talent Studio?Free voice talent recording. Get a professional greeting free in your first 30 days.
How much is a professional voice talent recording?Voice talent pricing. First 100 words are free, then $25 per 100 words—record or upload your own anytime.
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.
What is the Difference between Announced and Unannounced Calls?Call Announcement feature. Identify business calls with an automated prompt before answering.
Voicemail
Learn about voicemail
How does voicemail work?How voicemail works. Each extension has its own voicemail box with email alerts and 60-day message storage.
How do I set up a voicemail box?Voicemail setup for extensions. Set forwarding emails and custom greetings for each employee or department voicemail box.
I want to use my own device's voicemail.Turn off Unitel Voice voicemail if you're forwarding calls to your own device.
How do I prevent my voicemails from going to my spam folder?Fix voicemail emails going to spam.
How many voicemails can my inbox hold?Voicemail storage limits. Each extension stores up to 200 messages (50MB) and auto-deletes after 60 days.
How long are my voicemail messages stored?Voicemail retention policy. Messages are stored for 60 days—download any you want to keep.
How are voicemails deleted?How to delete voicemails. Use the trash icon, info button, or action bar to remove messages from your inbox.
Phone Numbers
Phome numbers settings
How do I add additional numbers to my account?Add or transfer phone numbers. Order new numbers for $4.99/month or transfer existing ones to your 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?What is a Number Tag? Label your phone numbers to 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.
Managing Your Phone Numbers In Unitel VoiceManage your phone number settings. Edit call routing, caller ID, fax preferences, and tags under Settings > Your Numbers.
Faxing
How faxing works
How do I send faxes?How to send a fax. Use the Fax-Out tool to send PDFs or images—files must be under 5 MB.
How do I receive faxes?How to receive faxes. Set your number to “Play My Main Greeting” and check your Inbox for incoming faxes.
Can I send and receive faxes?Send and receive faxes online—it's included with all plans at no extra cost.
Does sending and receiving use my plan's minutes?Do faxes use plan minutes? Yes—each fax counts toward your minutes, roughly one minute per page.
What are the different file formats supported when faxing out?Supported fax file types. Send faxes using PDF, TIFF, JPG, or JPEG files—max size 5MB.
Which of my users can access Inbound Faxes?Only Master Admins and Admin Employees can access the fax Inbox.
Where do I manage my inbound fax notification email & settings?Choose how faxes are stored and emailed—use "Copy" to keep them in your Inbox and get a PDF via email.
How do I configure FaxOut Caller IDChoose which Unitel Voice number appears on faxes you send from the Fax-Out page.
Music On Hold
How Music On Hold works
What is Music On hold and how does it work?Customize your music on hold. Choose default music or upload your own MP3 to enhance caller experience.
I want callers to hear a ringtone, not music.You can switch music on hold to ringtone. Select “Ringtone” in Settings > Music On Hold for a classic call experience.
I want to customize Music On-Hold per NumberSet custom hold music per number. Override the default music on hold for individual numbers in Settings > Your Numbers.
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
How can I change my caller ID display so my incoming call displays my Unitel phone number?Customize your Caller ID display. Choose to show either the caller’s number or your Unitel Voice number for forwarded calls.
How do I make outbound calls so the person I am calling sees my Unitel phone number as my caller ID?How to show your Unitel Voice number as Caller ID. Use the mobile app or Dial-Out feature to display your business number on outbound calls.
How can I tell if an incoming call is a personal call or a call forwarding from my Unitel Voice Phone Number?Use the Unitel Voice app or set your Caller ID to show your business number on forwarded calls.
My caller ID setting is set to "Virtual Office Number." Why is a strange number appearing instead?Call Announcement can replace your Caller ID with a system-generated number—disable it to show your Unitel Voice number instead.
Why do my calls say 'Spam Likely'?Register your number at FreeCallerRegistry.com to reduce spam tagging, and avoid call patterns that mimic spam behavior.
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.
How do I enable Call Recording?Activate Call Recording under Settings > Extras, then turn it on per extension—$4.99/month.
How do I listen to my recorded calls?Access recorded calls. Listen, download, or forward recordings—calls are stored for 60 days.
Why Don’t I See My Recorded Calls?Can’t find your recorded calls? They may still be processing, recording may not be enabled, or you might lack access permissions.
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.
How much does Voicemail Transcription cost?$4.99/month for 40 messages, then $0.11 each. Read voicemails instantly from email—fast, convenient, and efficient.
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.