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CenturyLink Business Phone To Go FAQ - Android

WHAT IS BUSINESS PHONE TO GO™?

Business Phone To Go™ is a mobile phone service that provides a second line on your mobile phone for your business calls. The service separates business calls and texts from personal ones through unique tones and displays. When you set up your new app, you will choose one from a pool of numbers located throughout the country.

Business Phone To Go replaces your personal mobile Caller ID with the business one when you place business calls or send business text messages.

Set up your Welcome Greeting to professionally answer every business call. Use Business Phone To Go Auto Attendant to route business calls to your mobile, forward to other numbers, play announcements or take messages.

When your business is closed, callers can leave a message or dial "0" to reach you at your mobile phone and optionally one additional number.

Your customers' names and numbers are stored within the service and are available in a single contact called Business Phone To Go in your normal phonebook.

BUSINESS TELEPHONE NUMBERS

When you sign up for Business Phone To Go, you choose from a wide variety of numbers that are located around the United States and Canada

How do I find my Business Telephone Number that was assigned to me?

When you first signed on, you selected a new Business Telephone Number which is confirmed a confirmation screen and welcome text message.

You can also find it within the app itself. Under the Business Phone To Go menu options, select Info.

Do I have a choice on my Business Telephone Number?

When you sign up, we show you a pool of numbers. You can choose one in your local area or a different area.

Can I use my existing business telephone number with this app?

No, we do not offer number porting at this time.

Do you have toll-free numbers available?

We do not offer toll-free numbers at this time.

AUTO ATTENDANT SETTINGS

What is my Caller Choice Menu?

The Caller Choice Menu is a combination of greetings and options (e.g. leave a message) that your customers have when the call your business telephone number.

The Caller Choice Menu is played when calls arrive when your business is open. Callers use their keypad to select a number (1-9) that can:

  • Dial your Mobile
  • Play recorded message
  • Take a Message
  • Dial a number

The After Hours Menu takes a message by default. You can also set up an option to have the call transferred to your mobile and optionally one additional telephone number.

How do I get started?

By now, you have already downloaded the app, and selected a number. Once you do that, the service will work. All calls to your business number will go to your mobile phone. Callers will only hear ringing.

After that, you may want to go on to customize the app to provide a better experience for your customers.

Follow these steps:

  1. Set up your Business Hours. This treats your callers to a different experience when your business is open.
  2. Record your Welcome Greeting. This is the first announcement callers hear.
  3. Set up your Caller Choice Menu. Although not mandatory, this can be used to provide options for you callers.
  4. Set up your After Hours Menu when you want callers to be able to reach you on your mobile phone and optionally another number when your business is closed.
  5. Set up a unique ringtone for Business Calls.

How do I set up my Business Hours?

  1. Go under Settings, select Business.
  2. Select the Edit icon next to "Business Hours".
  3. You can either select the "Set to Typical Hours" and choose one of the pre-programmed schedules, or use the slide bar to indicate the Open Hours for each day.
  4. Press the Done icon in the upper left corner.

Do I need a Welcome Greeting?

No, this is not required. If you do not record a Welcome Greeting, when a call comes in, it will move on right away. If you have configured just the Caller Choice Menu or Business Hours, the caller hears the Caller Choice Menu or After Call Handling. If you did not set up a caller choice menu, then the call will just go directly to your mobile phone.

How long can my Welcome Greeting be?

The maximum length of the greeting is 3 minutes.

How do I record the Welcome Greeting?

  1. Go under Settings, select Business.
  2. Select the Edit icon next to the "Welcome Greeting".
  3. Press the Record icon, speak your greeting and press the Stop icon.
  4. Press the Done icon in the upper left corner.

How do I set up my Caller Choice Menu?

  1. Go under Settings, select Business.
  2. Select the Edit icon next to the "Choices Menu".
  3. Press the Add icon in the upper right hand corner.
  4. In the "For" field enter the name (e.g. "sales quote"), which is played to the caller.
  5. If you want to change the number:
    1. Select the arrow next to the "Press" field.
    2. Select the circle next to the Extension, which is the number the caller dials on their keypad.
  6. Select the "Action taken for caller choice". The default is "Dial your Mobile".
    • When you choose "Play recorded message", press the "Manage Your Recorded Message" icon. Record your message by pressing the record icon, speaking your message and pressing the Stop icon. Press the Done icon in the upper left corner.
    • When you choose "Dial a Number", you are prompted to enter a valid 10 digit telephone number. Press the Done icon in the upper left corner.
  7. Repeat steps 3-6 for all valid choices.

Once you have done this, we automatically create the Caller Choice Menu for you, which plays after your Welcome Greeting.

How do I set up After Hours calls to alert my mobile telephone number and/or another number?

In addition to leaving a message, callers can dial "0" and be transferred to your mobile phone.

  1. Go under Settings, select Business.
  2. Select the Edit icon next to "After Hours Call Handling".
  3. By default, the After Hours Call handling is set to OFF. Tap the icon to turn it ON.
  4. To add an additional phone number, enter the 10 digit number in the Dial Number field.
  5. Press the Done icon in the upper left corner.

How and where do I record a personalized Business Phone To Go Voicemail greeting?

  1. Go under Settings, select Preferences.
  2. Select "Business Voicemail Greeting".
  3. Press the Record icon, speak your greeting and press the Stop icon.
  4. Press the Done icon in the upper left corner.

SEPARATING BUSINESS AND PERSONAL CALLS

How do I know that incoming call is a Business Call?

Any caller to your business number is added to your customer list. If the caller is not already a contact in your phone, we also add it to the Business Phone To Go contact in your Address Book. Calls to your business number show a visual indication on top of the incoming call screen, showing that it is "Incoming Business Call", with the phone number, location, caller choice selected and last note taken for that caller. When you answer the call, you will hear a unique “TINK” sound. This sound plays for you if you answer on your mobile or on another phone as well as if the app is not running for any reason.

How do I set up a unique ringtone for my business calls?

We provide a default business ringtone. To change this to another ringtone already available on your phone:

  1. Go under Settings, select Preferences.
  2. Select "Ringtone for Business Calls".
  3. Select the ringtone from the list and then "OK".

How do I have my business telephone number show up in Caller ID for calls I make?

When you use the calling feature from any screen within the app, your business number is automatically used for caller ID. When you have Business Phone To Go on your phone and you use the phone's dialer to call a number that is in your customer list, your business number is automatically used for Caller ID, unless you set your phone to “always use Cellphone”. For other calls, you can configure the app to always use your business number, never use or business number or ask you if you want to use the business number.

  1. Go under Settings, select Preferences.
  2. Select "Making Business Calls from Outside the App"
  3. Select one of the following:
    • To use your business telephone number for all calls, select the first option.
    • To use your mobile phone number for all calls make, select the second option.
    • To make the decision every time you make a call, select the third option. You are prompted at every call and have the option to dismiss the prompt if you change your mind.
  4. Press the Done icon in the upper left corner.

What shows up in my phone's call log for calls made with Business Phone To Go?

When you place a call using Business Phone To Go, your phone will first dial your own Business Phone To Go number. Business Phone To Go will then send the call on to your desired number using the Business Phone To Go number as Caller ID for that call. Your phone's regular call log will show the call to your Business Phone To Go number. The Business Phone To Go log will show the actual number called.

Can I delete an item from the recent activity in Business Phone To Go?

You can delete a single item in the recent activity list by tapping the edit (pencil) icon on the top right of the screen. Then tap the trash icon alongside the item that you wish to delete. You can delete all items associated with a specific customer by selecting the customer and deleting the customer from the customer edit screen.

SEPARATING BUSINESS AND PERSONAL TEXTS

How do I send a business text?

Send a business text to a customer from the Recent Activity Log or Texts views or by opening the menu (top left) and tapping the text icon. The text is sent from your business number.

How do I receive Business Texts?

You receive a business text when somebody texts your business number. You can see your texts in the Recent Activity log and Texts thread views under Menu - Texts. We also send notification for new business text message.

How do I reply to a Business Text?

View your business text threads in the text view (Menu - Text). Tap a specific thread to open it. The box to enter your reply is at the bottom of the thread.

Can I delete Business Texts??

Business texts can be deleted by entering edit mode (pencil icon) and deleting text threads from the texting list view.

Can I send and receive picture messages?

You can send pictures in text messages, though not in a standard way. If you are texting to a person with Business Phone To Go service, then they will receive the picture message as a standard message. If you are sending the picture to anyone else, they will receive a web link to the picture. They can click on the link to view the picture.
We do not currently support receiving picture messages at your Business Phone To Go number.

SEPARATING BUSINESS AND PERSONAL VOICEMAIL

Where is Voicemail left when I don't answer the call at my mobile phone?

When the Business Voicemail Call Accept setting is set to the default OFF, calls that you reject or don't answer go to your personal Voicemail or to your Business Phone To Go voicemail after trying to ring your phone. The call answered by your personal or Business Phone To Go voicemail based on timing. If the personal voicemail answers, as will happen if the phone is switched off or not connected to the network, then the message will be deposited in your personal voicemail.
When Business Voicemail is set to ON, business calls sent to your mobile number go to Business Phone To Go Voicemail. The Voicemail message is displayed in the Recent Activity view. Listen to the message by tapping the message icon (green for new, white if you listened already).
Set Business Voicemail by following these instructions and is also described in a help video under the info tab.

  1. Tap the Settings icon.
  2. Tap "Business Voicemail" under "Preferences".
  3. The "Call Accept" option is set to OFF. Tap the button to turn it ON.
  4. Tap the "Save" button in the upper right corner.

How do I separate business and personal Voicemail?

Set up Business Phone To Go to handle your business messages, while having personal calls to your mobile go to your existing Voicemail by following these steps.

  1. Tap the Menu icon to slide out the menu drawer.
  2. Tap "Accept Incoming Business Calls" under "Preferences".
  3. The "Call Accept" option is set to OFF. Tap the button to turn it ON.
  4. Tap the "Done" button in the upper left corner.

How and where do I record a personalized Business Phone To Go Voicemail greeting?

  1. Tap Menu on the top left, then Preferences.
  2. Select "Business Voicemail Greeting".
  3. Press the Record icon, speak your greeting and press the Stop icon.
  4. Press the Done icon in the upper left corner.

How do I forward my Voicemail messages to an email account?

  1. Tap Menu on the top left, then Preferences.
  2. Tap "Business Voicemail Delivery".
  3. Enter a valid email address in the "Email" field.
  4. Tap the "Done" button in the upper left corner.

How long are messages retained within the service?

A message is retained in your Recent Activity view for at least 30 days.

WHAT YOUR CALLERS HEAR

What happens to calls that are answered before I've configured my business settings?

The service considers your Business Hours to be 7/24. When a call arrives, the service transfers the call to your mobile phone. If the call is not answered either by you or Voicemail, the call is disconnected. Many people choose to leave Business Phone To Go configured only this way.

What is the first thing my callers hear when the service answers?

The Welcome Greeting (if recorded) is played one time. After that the Caller Choice Menu is played. If you have not recorded a Welcome Greeting, the caller hears either your Caller Choice Menu or After Hours Call Handling.

What happens when the caller does not make a selection after hearing the Caller Choice Menu?

The caller has 5 seconds to dial a number after the Caller Choice Menu has finished playing. If they have not made a choice within that time, they are automatically transferred to your mobile phone.

What happens when the call has been sent to my mobile phone and I don't answer it?

When the Business Voicemail set to ON, your business calls that are sent to your mobile number are sent to the Business Phone To Go Voicemail. The caller hears your Business Phone To Go Voicemail greeting (which you can personalize).

The Voicemail message is displayed in the Recent Call view. You can also listen to the message pressing the Voicemail icon associated with the call and then the Play icon next to the message slider bar.

When the Business Voicemail setting is OFF, if you ignore or reject the call, or your mobile is powered off, the call goes to your personal Voicemail.

Is there a way for my callers to reach my mobile phone when my business is closed?

Yes, in your After Hours Call Handling, set the After Hours Call Handling to ON. This allows callers to dial "0" while the After Hours Menu greeting is playing which will initiate a call to your mobile and optionally one additional number.

RECENT BUSINESS CALL VIEW

Any number calling or texting your business number is automatically added to your customer list. You can view all incoming and outgoing business calls and text messages by pressing the recent icon.

Why should I use Business Phone To Go Recent Activity instead of my phone's own log?

The Business Phone To Go Recent Activity log provides you with quick and easy access to all of your business calls, texts, and messages without requiring that you look through all of your personal calls to find them.

When you place a call from the Business Phone To Go Recent Activity view, your Business Phone To Go number will be used as your Caller ID. The Recent Activity View also provides you with:

  • Quick access to business Voicemail without having to dial in to get your messages.
  • Add a note for the call, text, or voicemail for future follow up.
  • Access to the customer details, including past information about contacts with that customer and any additional contact information stored in the service.
  • A quick way to call or text them by tapping the appropriate icon.

Press the call icon to place a call to the customer, or the note icon to add a note.

CUSTOMER VIEW

View information about customers by pressing the Customers icon.
The top list contains recently called customers with their name, telephone number and latest note. The bottom list contains all customers in alphabetical order with their name, telephone number and latest note.
To see all customer information touch the customer info area to go to the Customer Details screen.

How do callers become customers?

Business Phone To Go learns your business contacts when they call or text to your business number or when you call or text them from your business number. These are added as customers in Business Phone To Go and can be viewed by going to the Customers view.

Why should I add my Phone's contacts to the Business Phone To Go customer list?

The Business Phone To Go Customers view provides quick and easy access to only your business contacts, helping you to keep your business and personal contacts separate.

The Business Phone To Go Customer View allows you to:

  • Add a note for the customer
  • Access Customer Details, which tell you how you and your customer have interacted in the past.
  • Look up full contact information that you have saved in the system.
  • Call and text your Customer easily using your Business number.

When a contact is in your phone's contact list and a customer, the call display indicates that it could be a mobile or business call. You will not receive the Business Phone To Go ringtone for these calls.

A customer called from two different numbers. Can those numbers be combined to make one customer?

  1. Select Customers.
  2. Touch the customer info area.
  3. Press the Join icon.
  4. You are presented with a screen with all your customers. Press the customer that you want to combine with this one.
  5. Select the OK icon.

How do I delete a customer?

  1. Select Customers.
  2. Touch the customer info area.
  3. Press the Edit icon in the Info section.
  4. Select the Delete icon in the upper right corner.
  5. When you delete a customer, all notes, text messages and information for the customer are deleted.

Can I add a note for a particular customer?

  1. Select Customers.
  2. Press the note icon associated with the customer.
  3. On the note pad, select the time the note is for, and either check the box next to the pre-configured tags or enter your own.
  4. Select the OK icon.

If you are in the Customer Details screen:

  1. Press the Add icon in the Notes section.
  2. On the notepad, select the time the note is for, and either check the box next to the pre-configured tags or enter your own.
  3. Select the OK icon.

NOTES VIEW

What are Notes?

Notes are a way for you to record information about a call, text, contact, or action that you need to follow up on. Notes have dates associated with them, "Today", "Tomorrow" or "Later".
Notes marked for "Today" remain in "Today's" list until you delete them. Notes marked "Tomorrow" are automatically moved to "Today" at the day boundary. Notes marked "Later" remain until you delete them.
The last note taken for a customer is displayed on the next call from that customer.

How do I create a note?

When the note option is set, the Notepad is displayed every time a business call ends.

  1. On the notepad, select the time ("Today", "Tomorrow", "Later"), and either check the box next to the pre-configured tags or enter your own.
  2. Select the OK icon.

To create a note for a completed call or text:

  1. Select Recent.
  2. Press the note icon associated with the call.
  3. On the notepad, select the time the note id for, and either check the box next to the pre-configured tags or enter your own.
  4. Select the OK icon.

To create a note for a customer:

  1. Select Customers.
  2. Press the note icon associated with the customer you want to add a note to.
  3. On the notepad, select the time the note id for, and either check the box next to the pre-configured tags or enter your own.
  4. Select the OK icon.

If you are in the Customer Details screen:

  1. Press the Add icon in the Notes section.
  2. On the notepad, select the time the note id for, and either check the box next to the pre-configured tags or enter your own.
  3. Select the OK icon.

To create a note that is not associated with a call or customer:

  1. Select Notes.
  2. Press your Phone's Menu icon and select "New Note".
  3. On the notepad, select the time the note id for and enter your note in the box.
  4. Select the OK icon.

How do I delete a note?

  1. Select Notes.
  2. Select the check boxes to the left of all notes you want to delete.
  3. Select the Delete icon in the upper right corner.

Can I edit a note?

The note's content cannot be changed, but the due date can be modified to "Today", "Tomorrow" or "Later". Notes may also be deleted and replaced by new ones as an alternative to editing.

  1. Select Notes.
  2. Select the check boxes to the left of all notes you want to change. You can change more than one note at a time
  3. Select the "Today", "Tomorrow" or "Later" icon on the top.

Can I customize the pop-up notes?

There are a maximum of 3 pre-defined pop-up note tags. These can be changed as needed:

  1. Start under Settings, then select Preferences.
  2. Select "Quick Notes".
  3. Select the edit icon alongside the tag that you want to change or delete.
  4. Tap the delete button if you would like to delete the tag.
  5. To change the text, tap the text box, then enter the new text.
  6. Tap Save when you're done.

Can I stop the pop-up notes being displayed at the end of a call?

You can turn off the pop-up notes at the end of a call, by following the steps below. You will still be able to add notes to a customer or alone on the Customer Detail and Notes views.

  1. Go under Settings, select Preferences.
  2. Select "Quick Notes".
  3. Tap the "On/Off" toggle button on top, leaving it in the Off position.
  4. Save the change.

BUSINESS PHONE TO GO ALERTS AND NOTIFICATIONS

How do I know when a caller has left me a message?

You receive a message icon in your phone's status bar. To listen to the message:

  1. Select Recent.
  2. Press the Voicemail icon associated with the call.
  3. Press the Play icon next to the message slider bar.

What indications do I get that a call is a business call?

A is displayed and you hear the business ringtone.

What indications do I get that a text is a business text?

A is displayed in your status bar followed by "Business text from" for all texts to your business number. When you pull the status bar down, the customer information is listed next to the briefcase and "New Business Text Messages" is on the next line. View the entire text conversation by selecting the notification or by:

  1. Selecting Recent.
  2. Pressing the icon associated with the text.

PURCHASING/BILLING INFORMATION

How do I buy the service?

Please contact us at: 800-603-6000.

How do I change plans?

You can change plans at any time by calling our Technical Support Team at 855-459-6121.

Note that if you are upgrading from a limited plan to an unlimited plan, the upgrade takes effect immediately. If you are switching from an unlimited plan, your existing unlimited service remains in effect until the renewal date and then the new plan takes effect.

If you have any questions about plans or pricing, please contact CenturyLink™ Business Sales and Support at 800-603-6000.

How do I cancel the service?

Please contact us at: 800-603-6000.

What do I have access to if my account is suspended or I cancel the service?

You will be able to access your contact history and texts, customers and notes for a short period of time but that data will be deleted in approximately 30 days. You will not be able to make or receive calls or send and receive texts.If you would like to reactivate your service, please call our Technical Support Team at 855-459-6121.

TROUBLESHOOTING

I made or received a call and it is not showing in my Recent view?

  1. Select Recent.
  2. Press your Phone's Menu button and select the Refresh icon associated with the call.
  3. On the notepad, select the time the note id for, and either check the box next to the pre-configured tags or enter your own.
  4. Select the OK icon.

If you have any questions, contact us at: 855-459-6121.

I see calls in my Recent view that have gone to my mobile, how can I tell if somebody left me a message?

If your calls are set to go to your personal voice mail (Call Accept is off), you need to call into your personal Voicemail to get unanswered business calls to your mobile phone.

Why am I getting a business display for a customer, but not the business ring?

This can happen on certain phones when you have a customer that is in both Business Phone To Go and your Phone's normal contact list. Your phone decided to play the ring associated with the individual contact rather than with Business Phone To Go. To fix this, remove the customer from your Phone's normal contact list.

A customer has called my personal number and it is showing up as a business call, why?

Once a person calls or texts your business telephone number, Business Phone To Go adds them in as a customer. All calls and texts from that person are considered business calls. If a call from a business contact arrives at your personal number, you will not hear the characteristic “TINK” when you answer.

Copyright © 2018 CenturyLink, All Rights Reserved. Business Phone To Go is a trademark of CenturyLink
 

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