Search - Support Center

NextLevel Click-to-Call

Add-Ons » NextLevel Click-to-Call

The Verve Click-to-Call feature uses an Add-On in the Google Chrome web browser. This Add-On will allow you to click on any reasonably-formatted phone number in any web page to place a call from your Verve phone. Installation 1. Follow the NextLevel Click-to-Call…

Verve Voice Portal

Verve Voice Portal: https://portal.mynlv.com This guide covers important features that help you get the most out of your Verve Voice phone system. Click a link below, or use the navigation pane on the left to choose a topic. Getting Started Basic User Office…

Verve Voice Mobile

Softphones » Verve Voice Mobile

Verve Voice Mobile is our mobile softphone solution, which allows you to make and receive phone calls with your Verve phone system right from your mobile device. Click here for the Verve Voice Mobile user guide *This service must be enabled on your Verve account…

Understanding your voice statement

Billing » Understanding your voice statement

Sample Voice Statement The graphic below shows a typical Verve voice statement cover page. Your individual service items will be different, but the overall format will be the same. Additional Notes “Monthly Fees” represents the base Monthly Recurring Charge…

Set up voicemail-to-email

Verve Voice Portal » Getting Started » Set up voicemail-to-email

Summary Your Verve voicemail comes with the ability to send the voicemails that you get to your email address. These voicemails are delivered as an mp3 file or a link to play the file on the Verve system. There are multiple options that can be configured for this…

Troubleshooting FAQ

The troubleshooting FAQ will help you figure out more complicated voice issues. If you get stuck feel free to call our support team at 858-836-0700 option 1 or send an email to support@nextlevelinternet.com. URL call disabled message Statically assign an IP…

MyNLV Fax

Send and receive faxes via email and get rid of your old fax machine. NextLevel Fax works seamlessly with your clients’ traditional fax systems so you can eliminate the extra cost and inconvenience of a fax machine. Add approved senders Add recipients for…

Getting Started

Verve Voice Portal » Getting Started

To make sure you are getting the most out of your Verve Voice system, follow these steps before using your phone: Set up voicemail greeting Set up voicemail-to-email Password Reset

Office Manager

Verve Voice Portal » Office Manager

The “Office Manager” permission level has the ability to make changes throughout your entire phone domain, whereas a “Basic User” permission level only lets you edit your individual user settings. If you do not see the management tabs like…

Messaging – SMS, MMS and Chat

Chat and SMS are features that allow you to send text messages internally to other users on your Verve account (Chat), as well as externally mobile phones or other enabled phone numbers (SMS). Chat functionality is enabled by default, but SMS functionality must be…

Basic User

Verve Voice Portal » Basic User

Your account has a variety of settings that allow you to customize the way your phone functions. All of your account settings can be managed through the Verve Voice Portal. Most extensions have a “Basic User” permission level. This gives you the ability to…

Softphones

Verve includes access to two softphone for all users free of charge. Verve Voice Mobile – a mobile app installed on your Android or Apple smartphone, allowing you to use your business phone system on your personal device. Verve WebPhone – a browser-based…

Provisioning phones

Phones » Provisioning phones

Every phone that is purchased for use with Verve will ALWAYS need to be provisioned before they begin to work with our system. Provisioning the phone tells it where it needs to reach in order to begin making and receiving calls through the internet. *The first time a…

Call Center Supervisor

Verve Voice Portal » Call Center Supervisor

Verve Voice offers call center functionality in order to meet growing industry needs and standards for multiple-agent call environments. This tutorial will walk you through the basics of how Verve Voice call centers work, as well as how they can be managed to optimize…

Phone user guides

Phones » Phone user guides

For phone user guides see the articles below: Polycom VVX user guide

Phones

For information on Verve Phones see the guides below. Phone user guides Provisioning phones

Call Center Agent

Verve Voice Portal » Call Center Agent

The “Call Center Agent” permission level has the ability to receive calls to a call center queue, log in and log out, and collect call center statistics. Check in and out If you would like your user permission level changed, contact our support at…

Send a fax

MyNLV Fax » Send a fax

Instructions In order to send a fax, your email address must be on the approved senders list. If it is not, follow the instructions to add it. To send a fax using NextLevel Fax simply send an email using the following parameters. Emails can be sent with multiple…

Receiving a fax

MyNLV Fax » Receiving a fax

Instructions In order to receive a fax, your email address must be on the distribution list. If it is not, follow the instructions to add it. Once your email address is on the distribution list, you will automatically receive all incoming faxes as a PDF attachment.…

Welcome email

Verve Voice Portal » Getting Started » Welcome email

A Welcome Email is often sent when you first start using your Verve Voice service, and an Office Manager can send you a welcome email at any time. The welcome email includes your Portal Login, Extension number, and Phone Number (if applicable). It also contains a…

Group Chat

Messaging – SMS, MMS and Chat » Group Chat

Group Chat is supported for internal conversations among groups of users on the Verve phone system. Start a group chat by typing in a name (or extension number) in the New Conversation pop-up, and click on the user name followed by “ – Chat”. Add…

Call Center Reporting

Verve Voice Portal » Call Center Supervisor » Call Center Reporting

The Call Center Supervisor can view and export call statistics of calls received by your call center. These statistics can be broken down by queues, dialed numbers, or by individual agents. There are also reports for agent availability and abandoned calls. This…

Provision a Polycom VVX series

Phones » Provisioning phones » Provision a Polycom VVX series

To provision a Polycom phone that is newly purchased or has been reset, you will need to point the phone to Verve’s provisioning server. You will also need to have your IP Address temporarily whitelisted if the phone has not been provisioned to Verve before.…

Set up voicemail greeting

Verve Voice Portal » Getting Started » Set up voicemail greeting

Summary Your voicemail greeting is the message a caller hears when they reach your voicemail box. The recorded name is a brief recording of your first and last name that a caller hears when they reach the company directory. If these are not set a caller will hear a…

Multimedia messaging (MMS)

Messaging – SMS, MMS and Chat » Multimedia messaging (MMS)

Picture messaging, also known as MMS or Multimedia Messaging, is available on Verve SMS-enabled numbers. To send a Picture Message In the “Send a message” field, press the Attach (paper clip) icon For Portal or Webphone (on your computer) A file…

Chat and SMS

Messaging – SMS, MMS and Chat » Chat and SMS

Access Chat and SMS Chat and SMS will appear in multiple places in the portal, as well as in the Mobile App and the Webphone Under Messages section in the Chat and SMS tab in the portal In the Contacts Dock Create a new message with the Start a new…

URL call disabled message

Troubleshooting FAQ » URL call disabled message

Summary At some point you might see your phone give an error message saying, “URL Call Disabled.” This message means that there was some interference keeping your phone from registering with Verve’s hosted VoIP servers. This guide will help you…

Provision a Polycom Soundpoint phone

Phones » Provisioning phones » Provision a Polycom Soundpoint phone

This guide is for the older Polycom Soundpoint models such as the IP 330 or IP 450. For current models see Provision a Polycom VVX series To provision a Polycom phone that is newly purchased or has been reset, you will need to point the phone to Verve’s…

Troubleshooting a Remote User

Troubleshooting FAQ » Troubleshooting a Remote User

Are you a Remote User? Is your phone displaying any messages below? (Found in the top right of the phone’s screen): “Time/date out of sync” “URL call is disabled” “Waiting for network to initialize…” “Could not get IP via…

Add or remove approved senders

MyNLV Fax » Add or remove approved senders

Summary This tutorial will show you how to add approved senders to your NextLevel Fax account. An email address must be authorized in order to send faxes from your account. This is different from the approved recipients distribution list. Email addresses must be added…

Add or remove recipients

MyNLV Fax » Add or remove recipients

Summary This tutorial will show you how to add recipients to your NextLevel Fax account distribution list. An email address must be added in order for it to receive incoming faxes. This is different from the approved sender list. Email addresses must be added…

Change voicemail greeting

Verve Voice Portal » Office Manager » Change voicemail greeting

1. If you don’t see the “Users” tab, Click on ‘Manage Organization’ in the top right hand corner. 2. Click on the ‘Users’ Icon. 3. Click on the extension you wish to edit (you can type in the name field to filter users) 4. Click…

Training Videos

Verve Voice Portal » Training Videos

Verve Voice Portal: Messages Verve Voice Portal: Contacts Verve Voice Portal: Answering Rules Verve Voice Portal: Time Frame Verve Voice Portal: Music on Hold

Add answering rules

Verve Voice Portal » Basic User » Add answering rules

Summary Your answering rules control what happens when someone calls your phone. You can forward calls or have multiple phones ring simultaneously, and you can control the time frame for which these happen. Each answering rule must have a time frame associate with it…

Yealink Cordless Phone user guide

Phones » Phone user guides » Yealink Cordless Phone user guide

Set Up Voice Mail The first time you access voicemail on your phone, you may be prompted to record your name, greeting, and/or set up a PIN between 4 and 20 digits long. Setting up your voice mail should take about two minutes. The system will prompt you with…

Checking Call History

Verve Voice Portal » Office Manager » Checking Call History

Using Verve Internet and the Voice Portal, you can check a history of calls ranging from just your ext, a Call Queue, or the entire Voice Domain. You also have the ability of listening to the call (If the ext is setup for call recording) or to export the call History…

Single Sign-On

Verve Voice Portal » Getting Started » Single Sign-On

Single Sign-On (SSO) gives users the option of signing into the Verve Voice portal by using their Office 365 or Google account. *Before you can use SSO, contact Verve Support at support@vervecloud.com to have SSO activated on your account. The process is simpler if…

Yealink Desk Phone user guide

Phones » Phone user guides » Yealink Desk Phone user guide

Set Up Voice Mail The first time you access voicemail on your phone, you may be prompted to record your name, greeting, and/or set up a PIN between 4 and 20 digits long. Setting up your voice mail should take about two minutes. The system will prompt you with…

Reset a phone extension

Verve Voice Portal » Office Manager » Reset a phone extension

Summary This article is intended to help you reset an extension back to it’s original state so that you can reuse it. The numbers and extension number will be the same, but you will be able to change the user PIN ID and greetings. You can also change the…

Issues with call quality

Troubleshooting FAQ » Issues with call quality

Summary There are several different types of problems that can occur with regard to call quality. This article defines the common problems along with ways to resolve them. !Most cases of call quality problems are caused by either insufficient internet bandwidth or…

Polycom Desk Phone user guide

Phones » Phone user guides » Polycom Desk Phone user guide

Set Up Voice Mail The first time you access voicemail on your phone, you may be prompted to record your name, greeting, and/or set up a PIN between 4 and 20 digits long. Setting up your voice mail should take about two minutes. The system will prompt you with…

Provision a Yealink phone

Phones » Provisioning phones » Provision a Yealink phone

Yealinks can be provisioned through the screen and buttons on the phone itself, or in its web interface. Provision via the Web Interface To provision the phone via Web Interface, the computer you are using must be on the same Local Area Network as the phone. This…

Call monitoring

Verve Voice Portal » Office Manager » Call monitoring

Summary Call monitoring allows you to listen to (“monitor”) both sides of an ongoing call, but the callers cannot hear you. Instructions for monitoring a call 1. Click on ‘Manage Organization’ in the top right hand corner (you must have Office Manager…

Setting up X-Lite for PC/Mac

Softphones » 3rd Party Softphones » Setting up X-Lite for PC/Mac

X-Lite You will need to download and install X-Lite from the manufacturer’s website. License fees may apply. Verve is not associated in any way with the manufacturer of this software. Run X-Lite and then click Softphone —> Account…

Verve WebPhone

Softphones » Verve WebPhone

What is Verve WebPhone? The Verve WebPhone is a feature of the Verve Voice Portal that allows users to make and receive phone calls with a web application. This phone can be used as a supplement or an alternative to a traditional desk phone. Click here to view the…

Provisioning & factory resetting your phone

Troubleshooting FAQ » Provisioning & factory resetting your phone

Summary When first adding a VoIP phone to the Verve Voice system or at times when the phone may encounter errors that can’t easily be fixed, you will need to wipe off all previous settings, return the phone to its “from the factory” state, and point…

Call Queue SMS

Messaging – SMS, MMS and Chat » Call Queue SMS

Call Queue SMS settings can be managed in the call queue settings popup under the SMS tab. This tab is only visible if Queue SMS is enabled on your account. You must be an Office Manager or Call Center Supervisor to manage these settings. Contact Verve support if you…