Connected Voice

Connected Voice Professional support

CenturyLink SIMPLE Digital Phone customers are moving to Connected Voice. See FAQs here.

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SIMPLE Digital Phone to Connected Voice FAQs 

Connected Voice is our new Voice over IP (VoIP) product. It is an upgrade to your existing SIMPLE digital phone service.

Connected Voice includes new features and benefits:

  • Access to the Connected Voice portal to manage your account, service, and features.

  • Unlimited local and long distance, plus 500 international minutes per billing cycle. International calling to Canada, Mexico, UK and Germany.

  • Advanced calling features like:
    • Priority Ring – Allows for a different ringing pattern based on the caller ID of the inbound caller.

    • Find Me, Follow Me – Route your incoming calls to a customizable sequence of destinations to create a unique dial plan just for you and your line.   
       
    • Simultaneous Ring – You can ring multiple lines and/or phone numbers simultaneously until the call is answered.

    • Custom Call Screening – Select screening method for incoming calls based on call type.

    • Selective Call Acceptance – Accept calls from specified numbers while blocking all others.

    • Block Callers with Message – Blocked callers may receive a message stating why the call is blocked.

    • Custom Hold Music – Upload your own WAV audio file to be played for callers you place on hold.

There is no change to your current monthly pricing for voice service associated with this upgrade. You will continue to receive voice service at the same monthly price as before. Taxes and surcharges apply.

Yes, you will still receive one bill, but with Connected Voice as your voice service rather than SIMPLE Digital Phone.

You will keep the same number – no action is needed by you.

You may experience a brief service outage when your account is upgraded to the new service. The upgrade will be scheduled in the early morning hours in order to minimize the impact, and you will be notified of the time and date in advance of the upgrade.

Most existing customer equipment can be used with the new Connected Voice service. However, some older devices may need to be replaced with newer models. 

The equipment will be shipped directly to your business. A technician is not required for installation – you will receive instructions with the equipment. You can also reference this step-by-step setup guide.

There is no charge for the new equipment.

You will need to backup any voicemail messages you want to keep, as these are not moved with your service upgrade. To save a message, access your mailbox, listen to the message, and record the message to a personal recording device during playback. You will also need to set up your voicemail and record your greeting(s) once the new service is installed.


Connected Voice frequently asked questions

Connected Voice is a prepaid Voice over Internet Protocol-based service (VoIP). Essentially, this means it’s a digital phone service provided through your internet connection. Connected Voice offers all the features of traditional telephone (like caller ID, call waiting, voicemail, anonymous call block, etc.), plus more advanced features not available with most traditional telephone services, including mobility, voicemail to email, and email notifications. 

Contact us to order Connected Voice service.

Most small business customers find the Professional service is a good fit. This level of service provides more features and phone numbers than the Basic service, including the Connected Voice app.

No technician is needed! You can install Connected Voice yourself. See our set-up guide.

No, existing phone jacks will not work with Connected Voice. Special equipment is required to provide service in your  business.

  • Professional service requires an IP phone that connects directly to your internet.
  • Basic service requires an Analog Terminal Adapter (ATA) that plugs into your modem.

  • Professional service requires an IP phone that connects directly to your internet.
  • Basic service requires an Analog Terminal Adapter (ATA) that plugs into your modem.

You cannot use a landline or cordless phone with Connected Voice Professional. When you complete your order, you will also purchase an IP phone that is certified to work with the service. Once you connect your IP phone it will automatically configure and is programmed to give you access to all of the features included with Connected Voice Professional. Once you hear a dial tone, your phone is ready to use. With Connected Voice Professional, you can also use the mobile app or desktop app to make calls.

You can use a regular landline or cordless phone with the Connected Voice Basic service. Just plug your phone into the adapter box and you're ready to start making calls. We recommend that you use cordless phones with your Connected Voice service. Connect the adapter to the cordless handset base station and distribute the remote handsets throughout your home or business. Any phones that are connected to wall jacks will not work with your Connected Voice service.

Learn more about how to set up Connected Voice.

Yes, you can use your fax machine with Connected Voice service. Just let us know when you order service. 

Once your order is complete you will receive an email with a link to the Connected Voice Activation Portal. In the portal you will have the option to either request new telephone numbers or move numbers from an existing service. You will receive your telephone number(s) within minutes of requesting a new number. If for some reason there is a delay getting a new phone number, we will contact you.

If you are moving an existing phone number from a different service, you will be assigned a date for that transfer to take place at least 5 days after the request. If there is a delay you will be notified by email to contact CenturyLink for help. If you need assistance moving your number, contact us.

We recommend you contact your alarm system provider to learn more about how the system works with digital phone service. Also note that the service will not work in a power outage unless you have a battery backup.

We recommend you contact your emergency life alert provider to learn more about how the system works with digital phone service. Also note that the service will not work in a power outage unless you have a battery backup.

Your Connected Voice service allows you to dial 911 to reach the Emergency 911 center in your area, like traditional phone service, but the service differs from traditional phone service in multiple ways. Please review your Connected Voice Subscriber Agreement for all the details about these differences, including differences with 911 service. Here are four key differences about the service: 

  1. The service and 911 calling will not work during a power outage at your service location. To allow function during a power outage, you’ll need to install a battery backup unit. Learn more about battery backups.

  2. You cannot make or receive calls, including return calls from Emergency 911 centers, until your current phone service has been deactivated.

  3. Some US locations do not offer e911 service, so you must provide your location information to local emergency centers in these areas.

  4. You must notify us before you change the physical location of your Connected Voice service. Connected Voice 911 calling will not work properly if you move before you update your physical location with us and get a confirmation. Learn more about how to move your service.

Long Distance Calling Plan Service applies to direct-dial, unlimited local and long-distance voice calling in the contiguous United States, Alaska, Hawaii, Puerto Rico, and U.S. Virgin Islands. 

Connected Voice service includes a bucket of 500 direct-dial international voice calling minutes within each billing cycle to Canada, Mexico, United Kingdom, and Germany. Once the Minute Bucket threshold has been met during your billing cycle, calls to the Minute Bucket countries listed are unavailable until the Minute Bucket is reset on the first day of the next billing cycle. You can track your usage by signing in to your Connected Voice account and selecting Call History.

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