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CenturyLink Business Phone To Go FAQ - iPhone

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 available in a single contact called Business Phone To Go in your phones own phonebook.

You can add notes to customers, calls or on their own.

BUSINESS TELEPHONE NUMBERS

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

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

Your Business Telephone Number is at the top of the Settings view, which you get to by tapping the Settings icon.

Can I pick a Business Telephone Number in my area code?

When you sign up, we show you a pool of numbers. You can choose one in your local area or a different area code. When you subscribe to the paid service you can keep your trial number or pick a new one from a larger pool of numbers.

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 they call your business telephone number.

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

  • Dial your Mobile
  • Play a recorded message
  • Provide Voicemail (Take a message)
  • Dial a phone number

After Hours Call Handling 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 have done that, the service will work. All calls to your business number will go to your mobile phone while callers hear only ringing.

After that, you may want to go on to customize the service to provide an improved experience for your callers:

  1. Set up your Business Hours. Callers get a different experience when your business is open. The default setting is that your business is open all day every day of the week.
  2. Record your Welcome Greeting. Callers hear this when they call your business number.
  3. Set up your Caller Choice Menu. Although not mandatory, this can be used to provide options for your callers.
  4. Set up your After Hours Call Handling, including if you want callers to reach you on your mobile phone and optionally another number when your business is closed.
  5. Set up a unique ringtone for your Business Phone To Go contact in your iPhone's contacts.

How do I set up my Business Hours?

  1. Tap the Settings icon.
  2. Tap "Business Hours" under "Business Settings".
  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. Tap the "Save" button in the upper right 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, either to the choices menu or directly to your mobile phone. If you have configured just the Caller Choice Menu or Business Hours, the caller hears the Caller Choice Menu or After Hours Call Handling. If you did not set up a Caller Choice menu, then the call will go directly to your mobile phone while the caller hears ringing.

We recommend that you record a welcome greeting if you are using the Business Phone To Go Auto Attendant.

How long can my Welcome Greeting be?

The maximum length of the greeting is 3 minutes.

How do I record the Welcome Greeting?

  1. Tap the Settings icon.
  2. Tap "Welcome Greeting" under "Business Settings".
  3. Tap the Record icon, speak your greeting and tap the Stop icon.
  4. Tap the "Save" button in the upper right corner.

How do I set up my Caller Choice Menu?

  1. Tap the Settings icon.
  2. Tap "Caller Choices" under "Business Settings".
  3. Tap 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. Tap the arrow next to the "Press" field.
    2. Tap the circle next to the Extension, which is the number the caller dials on their keypad.
  6. Tap the "Action". The default is "Dial your Mobile".
  7. When you choose "Play recorded message", tap the "Manage Your Recorded Message" button. Record your message by tapping the record icon, speaking your message and pressing the Stop icon. Tap the "Done" button in the upper left corner.
  8. When you choose "Dial a Number", you are prompted to enter a valid telephone number. Tap the "Done" button in the upper left corner.
  9. Repeat steps 3-6 for all valid choices.
  10. Tap the "Save" button in the upper right corner.

When you have done this, we automatically create the Caller Choice Menu, 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. Tap the Settings icon.
  2. Tap "After Hours Calls" under "Business Settings".
  3. By default, the After Hours Call handling is set to OFF. Tap the button to turn it ON.
  4. To add an additional phone number to ring during After Hours, enter the telephone number in the "Dial Number" field.
  5. Tap the "Save" button in the upper right corner.

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

  1. Go to Settings tab.
  2. Under Preferences, select 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?

When a call comes to your Business Number and you are not in the app, you receive a notification indicating that you have a business call. When the call alerts at your phone, the Business Phone To Go icon shows that it is a business call.

You also hear a distinct ringtone for business calls when you set a unique ringtone for your iPhone "Business Phone To Go" contact and a unique “TINK” sound when you first answer the call. 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?

Configure a unique ringtone for "Business Phone To Go" in your iPhone's Contact list.

How do I make a business call from within the app?

You can place a business call from the Recents view or by pressing the Call icon.

Your phone will first dial your own Business Phone To Go number and then the call will go on to your desired destination from there. Your business number is automatically used for the caller ID.

What happens when I call a customer using the iPhone's native dialer?

The call is not treated as a business call and looks like it came from your mobile number.

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

When you make calls from the app, your business number is automatically used for caller ID.

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 your Business Phone To Go number as the Caller ID for that call. Your phone's regular call log will show a call placed to your Business Phone To Go number. The Business Phone To Go activity log (Recents) will show the call placed to the actual number that you called.

Can I clear the Recents in Business Phone To Go?

To delete a single item, swipe and delete. To delete all calls and texts from a business customer, go to the customer details screen and select edit and then delete the customer. Deleting the customer will delete all calls and text from that customer.

SEPARATING BUSINESS AND PERSONAL TEXTS

How do I send a business text?

Send a business text to a customer from the Recents or Texts views or by pressing 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 Recents and Texts views. We also send notification for new business text message.

Where do I see Business Texts?

View your business texts in Business Phone To Go under the Recents and Text views, which list your business calls, texts and Voicemail messages. To see only texts, click the Text icon on the bottom, which displays all your business texting conversations.

Can I remove Business Texts??

Business texts can be removed by swiping 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 setting is set to the default OFF, calls that you reject or don't answer go to 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 Recents view. Listen to the message by tapping the message row. Voice mail video help is available under info.

Set Business Voicemail by following these instructions.

  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 Settings icon.
  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 "Save" button in the upper right 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.

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

  1. Tap the Settings icon.
  2. Tap "Business Voicemail" under "Preferences".
  3. Enter a valid email address in the "Email" field.
  4. Tap the "Save" button in the upper right corner.

How long are messages retained within the service?

A message is retained in your Recents view for 30 days.

WHAT YOUR CALLERS HEAR

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

If you do not have any business settings configured, calls are sent to your mobile phone. Your callers hear ringing while we send the call to your mobile phone. 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 then the Caller Choices. If you have not recorded a Welcome Greeting, the caller hears either the Caller Choices or After Hours Call Handling.

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

When the Business Voicemail setting is set to the default OFF, calls that you reject or don't answer go to your personal Voicemail.

When the Business Voicemail set to ON, business calls sent to your mobile number that you reject or don't answer go to the Business Phone To Go Voicemail. The Voicemail message is displayed in the Recents view. Listen to the message by tapping the message row.

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

The caller has 5 seconds to make a selection after the Caller Choice Manu has finished playing. If they do not make a choice within that time, they are automatically transferred to your mobile phone.

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

Yes, in your "After Hours", set the After Hours Call Handling to ON. This allows callers to dial "0" while the After Hours Menu greeting is playing which initiates 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 tapping the Activities icon on the bottom and then "Recents".

Why should I use Business Phone To Go Recents instead of my phone Recents?

The Business Phone To Go Recents view provides you quick and easy access to all your business calls, texts and messages without requiring you to filter through personal calls.

When you call from the Business Phone To Go Recents view, your business telephone number is automatically used for caller ID. If you call back from your phone’s recents, your personal number will be displayed instead.

The Business Phone To Go Recents view also provides you with:

  • Quick access to business Voicemail without having to dial into Voicemail.
  • Add a note for the call, text or Voicemail for later follow-up
  • Access to the customer details, which tells you how you and your customer have contacted each other in addition to their contact information.
  • A quick way to call or text them by tapping the appropriate icon.

CUSTOMER VIEW

View information about customers by tapping the Activities icon and then "Customers" at the top.

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 Customer Details.

How do callers become customers?

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

When you are in the Customers view, you can get to the Customer Details by tapping the row.

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

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

The Business Phone To Go Customers view allows you to:

  • Add a note for the customer.
  • Access Customer Details, which tells you how you and your customer have contacted each other in addition to their contact information.
  • Call and text them easily using your business number.

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

Use the option in Customer Details to join the two customers.

Can I add a note for a particular customer?

If you are in the Customer View, follow these steps:

  1. Tap the Note icon in associated with the customer.
  2. On the note pad, select the note time and either check the box next to the pre-configured tags or enter your own.
  3. Tap the "Done" button.

If you are in Customer Details:

  1. Tap the Add icon in the "Notes" section.
  2. On the note pad, select the note time and either check the box next to the pre-configured tags or enter your own.
  3. Tap the Done button.

NOTES VIEW

Why should I use Business Phone To Go 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.

How do I add a note to a text or call?

To create a note for a completed call or text:

  1. Tap the Activities icon on the bottom.
  2. Tap "Recents" at the top.
  3. Tap the note icon associated with the call.
  4. On the note pad, select the note time and either check the box next to the pre-configured tags or enter your own.
  5. Tap the "Done" button.

How do I add a note to a customer?

If you are in the Customer View, follow these steps:

  1. Tap the Note icon in associated with the customer.
  2. On the note pad, select the note time and either check the box next to the pre-configured tags or enter your own.
  3. Tap the "Done" button.

If you are in Customer Details:

  1. Tap the Add icon in the "Notes" section.
  2. On the note pad, select the note time and either check the box next to the pre-configured tags or enter your own.
  3. Tap the "Done" button.

How do I add a self-note?

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

  1. Tap the Activities icon on the bottom.
  2. Tap "Notes" at the top.
  3. Tap the Add icon.
  4. On the note pad, select the note time and either check the box next to the pre-configured tags or enter your own.
  5. Tap the "Done" button.

Can I customize notes?

There are a maximum of 3 pre-defined tags. Follow these steps to modify or delete them.

  • Tap the Settings icon.
  • Tap "Quick Notes" under "Preferences".
  • Tap the "Edit" button in the upper right corner.
  • Tap the "Delete" button to remove the tag.
  • To change the text, tap the text box, enter the new text and tap the "Save" button.

If you remove all three pre-defined tags, the note contains an option to let you enter your own note.

BUSINESS PHONE TO GO ALERTS AND NOTIFICATIONS

How do I know a call is a business call?

When the call first rings your business number, you will get a notification in your phone's status bar indicating that you have a business call.

When the call alerts your phone, you see the Business Phone To Go icon in the call display.

If you have configured a ringtone for the Business Phone To Go contact, you hear that ringtone.

When you answer a Business Phone To Go, you will hear a characteristic TINK sound indicating that the call came to you via Business Phone To Go.

What status bar notifications are left by Business Phone To Go?

You get the following notification messages:

  1. A new call has been made to your business number.
  2. A new business text has come to your business number.
  3. A new Voicemail message has come to your business number.

What do my badge counts mean?

The badge count on the app icon indicates the number of new Voicemail messages, texts and customers that need action or follow-up.

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 for non-payment or if 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 Recents view?

  1. Select Recents.
  2. Pull the list from top to bottom to refresh the Recents view.

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

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

You may not have setup Business Voicemail to get voicemail left on your business number in Business Phone To Go Recents. 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 Business Phone To Go and your Phone's contact list. Your 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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