VoIP Support & FAQ

Step 1: Visit https://portal.c-tel.co.nz/

Step 2: Enter your username and password (provided when your service was activated)

Step 3: Click "Login"

If you've forgotten your password, click "Forgot Password" on the login page or contact support.

To access voicemail settings:

1. Log into your VoIP portal
2. Navigate to "Voicemail Settings"
3. Set your voicemail PIN (must be 4-6 digits)
4. Record your greeting or choose a default message
5. Enable "Email notifications" to receive voicemail transcripts

To check voicemail: Dial *97 from your VoIP phone or check your email for voicemail-to-email notifications.

From the VoIP Portal:

1. Log into your portal
2. Go to "Call Forwarding" settings
3. Enable "Forward All Calls"
4. Enter your mobile number (include area code)
5. Click "Save Changes"

Quick dial codes:

• Enable call forwarding: Dial *72 followed by the number
• Disable call forwarding: Dial *73

Yes! Your VoIP phone works anywhere with an internet connection.

To use your phone remotely:

1. Connect your VoIP phone to any network (home, hotel, etc.)
2. Wait 30-60 seconds for the phone to register
3. Your extension will work exactly as it does in the office

Alternative: Use the mobile app or desktop softphone to make/receive calls from anywhere without carrying the physical phone.

To access recordings:

1. Log into your VoIP portal
2. Navigate to "Call History" or "Recordings"
3. Use filters to find specific calls (date, extension, phone number)
4. Click "Play" to listen or "Download" to save the recording

Note: Recordings are typically stored for 90 days. Download important recordings for permanent storage.

Quick troubleshooting steps:

1. Check the network cable: Ensure it's securely plugged into both the phone and the network port
2. Verify internet connectivity: Check if other devices can access the internet
3. Restart the phone: Unplug power for 10 seconds, then reconnect
4. Check for network outages: Contact us if the issue persists

If the problem continues after these steps, please contact support with your extension number.

For iOS or Android:

1. Download the app (link provided in your welcome email)
2. Open the app and tap "Sign In"
3. Enter your extension number and password
4. Allow notifications when prompted
5. Your extension is now active on your mobile device!

Benefits: Make/receive calls using your business number, access voicemail, view call history, and more - all from your smartphone.

Yes! We can port your existing business number to our VoIP service.

The porting process:

1. Contact us with your current phone number and provider details
2. We'll submit a porting request (typically takes 3-5 business days)
3. Your old service stays active until the port completes
4. Once complete, your existing number works on our VoIP system

Important: Don't cancel your old service before the port is complete, or you may lose the number.