How to use Connected Voice

This user guide will walk you through the basics of your Connected Voice service.

Making a call from your Connected Voice service is the same as placing a call from a traditional phone line. Simply pick up your handset and dial the number. Your call will be connected.

Receiving a call on your Connected Voice service is also the same as taking calls on a traditional phone line. When a call comes in, all handsets that are connected through your Connected Voice adapter will ring. Simply answer the phone.

1. Access your mailbox: To set up your voicemail, press *98 from your Connected Voice or call your 10-digit Connected Voice number. This is also how you can access your mailbox to check messages or make changes at any time. Voice prompts will guide you through the steps.

2. Create your PIN: It can be any number 4 to 15 digits long. Be sure to make note of it because you'll need it to access your messages in the future.

3. Record a name to identify your mailbox.

4. Choose a greeting: You can record your own or use one of the built-in greetings.

  • Press 1 to select the standard greeting with phone number: "At the tone, please record your message to [your phone number]."

  • Press 2 for the standard greeting with your name: "At the tone, please record your message to [your mailbox's name]."

  • Press 3 to record a personalized greeting, up to three minutes long. For example: "You've reached the Jones. You know what to do at the beep."

There are two ways to save voicemail messages:

1) Download after you receive them

2) Set all voicemail to be forwarded to email

For both options, the first step is to sign in to your Connected Voice account.

How to set up voicemail to email forwarding

This will send all new messages to your email.

  1. In Message Settings, check Forward Voicemail to Email.
  2. You can also choose to Keep a copy in voicemail box. When this is checked, the message waiting indicator (MWI) on your device will stay on until you've listened to or deleted the message from your voicemail box. 
  3. Enter one or more email addresses, each separated by a comma.
  4. Click Save.
screenshot from Connected Voice portal showing message settings, with voicemail to email options outlined

How to download voicemail messages

This will allow you to save your voicemail on your computer.

  1. In Messages, hover over the voicemail you want to download.
  2. The download icon will appear.
  3. Click the download icon.
screenshot from Connected Voice portal showing messages, with download option outlined

The Call History section holds the records of all calls made and received on the account. Calls are presented in chronological order with the most recent call at the top.

To save your call history for future reference, click the download CSV option on the right.

Sign in to your Connected Voice account.

screenshot from Connected Voice portal showing Call History screen


If you do not want to export ALL the calls on your account, you can use filters (outlined in red in the image above) to find and export the ones you want. Call records can be filtered by date, type (inbound or outbound), and/or call flags (answered, busy, fowarded, missed, sent to VM).

Click the filter buttons to set your criteria. If necessary, click "Reset Filter" to remove any parameters and display ALL calls again. Once your parameters are set, you can click the download CSV option on the right.

Your Connected Voice service comes with a variety of features. You can manage, activate, and deactivate these features from your phone.

DN = destination number

Calling Feature Manage

Accept All Calls (not otherwise restricted by other features) 
  *64 *74

Anonymous Call Rejection

  *77 *87

Anonymous Call Reject with Intercept
  *95 *99

Call Back (Last Call Return)

Call Forwarding All


Call Forwarding on Busy

Call Forwarding on No Answer

Call Forwarding on Unregistered

Call Trace

Call Waiting
  *43 *44

Caller Block/Allow (for specific caller)
  *59 *60

Caller Block with Intercept (for specific caller)

Caller ID Block


Caller ID Block (per call)


Caller ID Un-Block (per call)


Caller Forward (for specific caller)

Directed Call Pick Up

Direct To Voicemail

Do Not Disturb
  *96 *97

Dynamic Block List (add last caller to block list)
  *60 to block caller *80 to allow caller

Group Pick Up

Park Call

Park Call Retrieval


Your Connected Voice service includes long distance calling. 

You get unlimited calls to the U.S. and territories:

  • Alaska
  • Hawaii
  • Puerto Rico
  • US Virgin Islands

Plus 500 direct-dial international minutes with each billing cycle* to the following countries:

  • Canada
  • Germany
  • Ireland
  • Mexico
  • United Kingdom


*Once the 500 minutes have been used in a billing cycle, any future calls to the countries listed are unavailable until the minutes are reset on the first day of the next billing cycle.

Your Connected Voice service will not work - not even for 911 in the event of a power outage unless you you have a battery backup. Learn more about battery backup units.

Download the Connected Voice web phone app

Use the softphone and access other features on your Professional account.

Troubleshoot your phone or internet service.

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