Business Support FAQs

We offer three support levels with a special handling of Premier accounts, see below:

Tier 1: The issue is reported, call samples extracted, issues a case and explains the troubleshooting process to the customer. Depending on the reported problem. The SLA is within 24 hours of receipt. If the issue is service affecting, it is immediately routed to the next level.

Tier 2: The reported issue is investigated and worked on to resolve. The customer will be asked to retest, or if more info is needed to resolve, the customer will be contacted. SLA is the same day as received.

Premier Care: If an account is assigned a Premier Account status, the SLA to respond to an incident is within 2 hours of receipt. Premier cases are automatically assigned a Tier 2 or above technician.

NOTE: If an account is assigned a Premier Account status, the SLA to respond to an incident is within 2 hours of receipt. Premier cases are automatically assigned a Tier 2 or above technician.

What is the SLA for Cases?

For Non-Service Impacting issues = the SLA is 24 hours upon receipt

Service Impacting = the SLA is immediate (if services are down, updated every 30 minutes)

For Premier Accounts = the SLA is 2 hours within receipt

Telephone: 888-325-5875 Opt. 3
Submit a Ticket: broadvoice.com/submit-a-ticket/
Chat: broadvoice.com/contact-us/

Hours of Operation:
24 x 7 x 365. Support is open every day, all day including holidays.

Please note that cases are worked as they come in, regardless of the time of day, as we offer 24 x 7 support. But non-urgent issues that may require additional support are worked to a 24-hour SLA.

We’re happy to help, and please be assured that we have trained technicians to support our business customers after-hours, weekends, and holidays.

Most standard authenticator apps are supported.  The following have been tested. 

• Google Authenticator (Google Play/App Store) 
• Microsoft Authenticator (Google Play/App Store) 
• Authy (Google Play/App Store) 
• Auth0 Guardian (Google Play/App Store) 

You will receive an email with a link to enroll in 2FA with Broadvoice.  This will take you to a unique QR code and prompt to confirm your authenticator app with your account. 

Users open their authenticator app and select Add account. 

Scan the QR code, using the desired authenticator app. If the user is not able to scan the QR code, then manually enter the code, and select Finish. 

Note: For additional security, the verification code changes every 30 seconds. 

The Accounts screen of the authenticator app shows the user their account name (email address) and a verification code.  

The user enters the one-time verification code and is then ready to use their Broadvoice account. The authentication app will generate unique one-time use to enter whenever they log in to the b-hive platform. 

Your account admin can re-enable and it will resend your email with a link to a new QR code.

The new Broadvoice contact center dashboard and reports can only be accessed by the following roles: 

• Account Admin 

• Manager 

• Trainer 

• The User role will only have access to the contact center dashboard if they are part of that contact center. 

First, check to be sure you have the right permissions. The dashboard will only be visible to account admins, manager, and trainers or if you are a shared resource between two contact centers. If you don’t have these permissions, reach out to your admin. If you are in one of these roles but still cannot access the dashboard, please reach out to support at 888-325-5875. 

The overview page displays a dashboard which is designed to provide key performance indicators that show how calls are being handled in your contact center. 

There are eight tiles that represent key contact center metrics. Each tile will display a graph representing the hourly distribution of metrics when clicked. Below are the definitions of the key metrics on the dashboard.  

Total calls: total number of calls received in a contact center’s destination numbers.   

Answered calls: total number of calls answered. 

Abandoned calls: Total number of calls that were abandoned (hung-up) by caller while waiting in the queue for an available agent.   

Timeout call: number of calls that expired after reaching the pre-configured maximum wait time. 

Average hold before answering: the average number of seconds elapsed after a call is placed on hold by automatic call distribution (ACD) until it gets answered. 

Average speed to answer: the average number of seconds that have elapsed before the call is answered by an agent. 

Average hold before abandoning: the average number of seconds elapsed after a call is placed in a queue until it gets abandoned by the caller. 

Average talk duration: the average number of seconds spent by an agent talking to a customer. 

The details page provides a detailed breakdown of all the incoming calls received by your contact center and how they were handled. Information is logically grouped into different tabs including: breakdown, map, calls per device type, calls per state, calls per city, agents, and call records. 

The agents tab provides a detailed breakdown of how calls were handled by an agent, along with performance metrics for that specific agent. This is a great tool for supervisors to analyze an agent’s performance. 

Now users have the ability to use the “search” bar to search for an agent by their partial name (or) full name. Users also have the ability to export all their agents’ records or they can export specific search results which will instantly download those details in a .csv file. 

The call records tab displays detailed call records related to your contact center. Each call record will have the call time, caller name/number, caller’s location, call disposition & call duration displayed. 

Your “status” information will now be found under “disposition” on the new analytics dashboard. Disposition refers to the status of the call and the expected values include: “answered,” if the call was answered, “abandoned,” if the call was abandoned, “timed out,” if the call was timed out, etc. 

The dashboard displayed on the Overview Page is almost real-time, however, sometimes you might experience a delay of 20-30 minutes. 

Your contact center location is used for all time metrics displayed on the dashboard and reporting. 

Broadvoice uses VoIP Technology. VoIP (Voice over Internet Protocol) takes analog audio signals from your phone and turns them into digital data, and transfers them over the Internet. VoIP works just like a regular phone with just one key difference – how the phone call actually gets to your business. Instead of using the high priced telephone company’s wiring, VoIP routes your phone calls directly to your telephone using your high speed internet connection.

We are an industry leader in Business Phone technology. But more importantly your business can save up to 70% on phone service when compared to some of our major competitors!

Broadvoice uses a nationwide fault-tolerant network with built-in redundancy. When reliability in your phone service should be a given, Broadvoice delivers with 99.99% annual uptime as a trusted leader in telecommunications.

Sure! This is no problem for Broadvoice. We know how important your phone number is to your business.

Sure! During the sign up process we ask you your address. This is what will be used for 911 emergencies.

You won’t know the difference. In fact, most people forget that they changed to Broadvoice, only to be reminded when they get the reduced bill.

Just call 888-325-5875 and one of our business specialists will help you. These friendly experts will walk you through all of the options you have in a no pressure environment.

Yes of course. Helping companies that are moving is our specialty. We can take your phone system to a higher level and save you up to 70%! The boss will think you’re a hero.

• It saves you money – It’s much less expensive than traditional phone lines.
• Easy to setup – No need for expensive wires, cables and hardware in a closet.
• Saves your company time – Traditional phones systems are high maintenance.
• Advanced features – All of the hi-tech features are in the cloud and are constantly being updated and made available for you.
• Remote features – You can use your mobile phones or work offsite.

Yes, Broadvoice can port over your number from your existing service provider.

There are no additional fees for the service, most of the features come free. Premium features can be easily added as we roll them out. Talk about convenience!

Broadvoice has performed extensive interop testing with the major IP phone manufacturers (Cisco & Polycom) and we can offer a full scope of support for these devices. We also offer ATA devices that can be used to integrate with existing analogue phone devices.

Broadvoice’s support staff is on call 24/7. All of our staff is based in the USA, so you don’t have to talk to someone overseas. Also Broadvoice has monitoring equipment that allows us to determine if your network is down.

Yes! This is where Broadvoice Cloud PBX comes in handy. You can have multiple locations across the globe. Or even people working from home. Broadvoice Cloud PBX brings all of the great phone features to them, wherever they are.

Yes, of course! You can take our service with you. Because everything is in the cloud, you can be on the go and still take advantage of all of the great features Broadvoice has to offer.

If you are unable to log in to the portal, try to reset your password. If you do not receive a reset email or if you cannot log in after password reset, please contact your account admin, who will need to check your user status on the manage access page. If the admin is unable to log in, they should contact Broadvoice support.

If a user only has a username and does not have an email address, they should contact their account admin.  

To update your email ID, please contact your account administrator.  Your account administrator will need to re-provision your account with the updated email address/credentials. 

On the login screen, click on forgot password and you will receive an email with a password reset link.  

Please check your spam or junk email folders and then check with your account administrator to confirm your email address is correctly set up. If you still can’t find it, please contact support.

The welcome/password reset email expires after three days. Beyond that period, the user can trigger the reset email via the forgot password link on the login page. Alternatively, the account administrator can resend a password reset from the manage access page.

First, confirm that the administrator checked the portal access box in the user’s page. The administrator needs to go to manage access on the people page, select the user, and then click on grant access.

Begin by checking the user’s spam folder for the message. Then confirm the user’s email address was correctly entered. If the invite still shows as pending, resend the reset link. If the message still does not appear, contact Broadvoice support.

In the people page, there is an action dropdown where internal staff and administrators can select manage access which will navigate to the manage access page.

Yes. The user will first be deactivated from location A and will subsequently be added as a user in location B. Then, when the administrator grants access to the user, they will receive a link to reset their password.

If a user wants to update their password, simply click forgot password on the login page. Alternatively, the user can ask their account administrator to send a reset password link.

If you didn’t ask for a password reset, please check with your admin to see if they issued one. If your admin did not issue a reset, you should not use that existing link and ask for another reset password link from the admin.

Check that the user’s email is valid. As an admin, you can click anywhere on the item and it will expand the row to show the error details. Users with errors can be seen at the top of the manage access page. Error indicators will go away when the latest action on the user was successful.

You can link your Google, LinkedIn, Apple, and Microsoft accounts. This can only be linked to your personal social accounts, not a company or corporate account.

You still must link it because your Broadvoice user is not the same as your social user even though you are using the same email address as the username.

You link your account from Communicator Settings. Linking is not available in your Portal Profile or Presence settings.

You unlink your account from Communicator Settings. Linking is not available in your Portal Profile or Presence settings. Simply click the unlink button/link next to the social account link you wish to remove. After unlinking, you will not be able to use that social account to access your Broadvoice applications.

No, the system will only recognize a one-on-one relationship and not many.

Yes. This can be disabled under Account Settings.

Yes, Broadvoice can port over your number from your existing service provider.

The Broadvoice network has been built out to be compliant with a variety of SIP devices from Asterisk, Avaya to 3cx and Free PBX.

Absolutely! Broadvoice has extensively tested both Asterisk and Trixbox and we have customers routing millions of minutes a month using these platforms. We also support Shoretel, Switchvox and Talkswitch.

Broadvoice’s network is fully T.38 compliant to support reliable fax over IP.

A typical call using G.711 will require 84k of bandwidth, meaning over a T1 connection you could establish 18 concurrent G.711 calls. If your PBX supports it we also offer a lower bandwidth codec, G.729, which requires only 19k of bandwidth per call, which will allow you to establish a staggering 81 concurrent calls over that same T1.

The callback is shown as an “Outbound Call” on the Live Report and the Call Records page.

There is a possibility that queue callback announcements, position announcements, and custom announcements might overlap. The queue callback wait time threshold/repeat interval and the contact center announcement repeat interval time should be configured with due diligence so the announcements are accurate.

You can learn more about b-hive’s queue callback feature in our user guide.