.png)
UC+ Softphone
Troubleshooting
UC+ relies entirely on the internet connection of the mobile device.The most common reported issue is bad audio quality (choppy audio) and dropped calls,if it happens please make sure that the…
Read article →← Briva Voice Support
Your Briva Voice knowledgebase
Find answers, follow step-by-step guides, and get more from your phone system.
Browse our help articles below.
10DLC - TCR Messaging Compliance
10DLC - Campaign Rejection Reasons and Recommended Resolves
Overview This article lists all the rejection reasons and recommended actions to resolve from all 3 DCA’s involved in our current vetting process with Bandwidth.First, Bandwidth will vet campaigns…
Read article →Time Frames
Creating Time Frames
Time Frames determine specific hours of certain days or a span of days when features like Time of Day Phone Number Routes and User Answering Rules will be active.A PBX system may have multiple…
Read article →Auto Attendants
Change Greeting on an Auto Attendant
There are 3 ways to update the greeting on an Auto Attendant. Upload via the portal. From an Extension using the portal call back. From any Extension using a star code. How to upload a greeting…
Read article →MoH - Music on Hold
Using Audacity to Edit MoH Files
When uploading Music on Hold via the portal it will automatically convert files to the proper format. However if you need to change the system default MoH, conference bridge MoH, or adjust music…
Read article →Phone Numbers
Calls Tagged as SPAM or Incorrect Caller ID
┊ Outbound Calls Tagged as "SPAM" ┊ In an effort to protect end users against unwanted calls, carriers and consumer application providers have been increasingly blocking or labeling calls that…
Read article →Unofficial Guides
How to setup a Guest Wifi network on a Mikrotik
Briva Voice help for How to setup a Guest Wifi network on a Mikrotik.
Read article →Mikrotik Router Assistance
Mikrotik - Enabling Option 66
Option 66 is a feature available in most commercial grade routers which enables offering a 'provisioning server address' to any device on the same LAN and obtaining an IP via DHCP. This method of…
Read article →Video Conferencing
Using "Always There" Meeting Rooms
This article provides instructions on how to create and use "always there" meeting rooms.Note: First time users must ALLOW the browsers Camera and Microphone permission request or your audio and…
Read article →Phones & Devices
Ghost Calls
Ghost Calls are calls that are appearing to come from unknown extensions (example: 101, 102, 1001, 1002, etc) and when answered, there is no one on the other side. Sometimes these calls can occur…
Read article →Users & Extensions
PBX User Sites
The portal will now allow customization of a Site for each user and queue. Also allowing filtering and reporting on sites as well as previously supported departments.
Read article →IP Fax
Netgen HX422 Fax ATA Configuration Guide
This article will show you how to configure the Netgen Fax ATA for use on the Briva Voice T38 IP Fax platform. Netgen HX422 Configuration Guide1. Power on the device and connect the PC port to…
Read article →Web & Mobile Apps
Bria Configuration Guide
How to configure a Conterpath Bria softphone for a Hosted PBX User.
Read article →Call Center
Using Call Center Reporting
Queue Stats: allows supervisors to view specific attributes on a queue-by-queue basis based on user-configurable attributes.
Read article →Shared Line Appearance
Shared Line Appearance
Shared Line Appearance is when one button on multiple phones can be set up to share the same line. The line should have an LED associated with the button to indicate the status of the…
Read article →Call Queues
Add a Remote Agent to a Call Queue
After you have created a call queue you can then add Agents to it. Adding a Remote Agent to a Call Queue
Read article →Call Parking
Call Parking in SNAPmobile Web
This topic explains how to use the new call park functionality in SNAPmobile web.
Read article →Call Recordings
Call Transcription and Sentiment Analysis
In addition to call recording, our platform also supports the transcription of calls. This tool will automatically parse call recordings by user, transcribe them, and then separate the text by…
Read article →Phone Number Routing
How to enable Day Mode routing
Advanced Day Mode is designed for Customer's that are either Multi-Entity or Multi-Location under a single PBX Domain. This allows either Entity or Location to control their own Call Routing as…
Read article →Audio Conferencing
Dialing into a Conference Room
Methods Hosted PBX Extension: Dial *2663 (*conf) from any phone ATA/Gateway on a SIP Trunk: Dial *2663. Some gateways may require that a dial pattern for *2663 be added. IP PBX on a SIP Trunk…
Read article →PBXs and ATAs
3CX Configuration Guide
Ask Briva Voice support for the SIP trunk configuration appropriate to your account and 3CX version. You will need the assigned trunk number, authentication details, registrar, and routing…
Read article →Users & Extensions
Hot Desking (aka Hoteling)
Hot Desking (aka Hoteling) is a feature that allows multiple phone users to share a single device.This practice is common in offices where employees have a floating workspace or employees on…
Read article →CRM Integration - LoupDB / UCConnect
CRM Integrations with UCconnect/LoupDB
UCconnect is a simple to use Google Chrome extension that allows a user to integrate their PBX to their CRM so that they can:
Read article →SIP Articles
SIP Trunk Settings
Briva Voice support manages service activation and trunk configuration. The technical settings below are for authorized administrators; ask support to confirm the settings available for your account.
Read article →UC+ Softphone
Accessing the PBX Dashboard from UC+
The PBX dashboard can be accessed by selecting the “Portal” option in the main menu.No login is required; the app will auto login with the same credentials used with the UC+ app,the granted access…
Read article →Phone Number Routing
Route Phone Numbers Based on Time of Day
This article will help you create a Time of Day based inbound route.For example: A call flow where calls during business hours route to the main Auto Attendant and during off hours (any other…
Read article →CRM Integration - NAVA Go Integrator
NAVA Call Control by Device Type
The following table explains the expected NAVA Go Integrator call control functionality by device type.
Read article →Generic Router Help
Logging into a Comcast Modem (Default Log Ins)
Open an internet browser and enter the IP of the Comcast modem. Try one of the following addresses to access the modem. Please note you may need to connected to the modem directly when trying to…
Read article →Mikrotik Router Assistance
Mikrotik - Network Layout using Mikrotik & Firewall
This is accomplished by setting static IPs on the IP phones (192.168.88.X) and use the Mikrotik as their gateway (192.168.88.1). Computers and other network devices will receive an IP from the…
Read article →Video Conferencing
Active Meeting Controls
This article provides instructions on how to manage a live SNAP.HD meeting.Note: First time users must ALLOW the browsers Camera and Microphone permission request or your audio and video will not…
Read article →Auto Attendants
Speech Recognition
Speech Recognition allows for mid-call speech detection. When callers reach an Auto Attendant or Company Directory they can speak, rather than selecting digits from the dial pad. Based on the…
Read article →Users & Extensions
Text to Speech Greetings (TTS)
Briva Voice includes a built-in Text to Speech (TTS) feature with our Hosted PBX solution.
Read article →Phones & Devices
Avaya J Series Overrides
How to configure Auto Provisioning Overrides for Avaya J Series devices.
Read article →10DLC - TCR Messaging Compliance
10DLC - Campaign Vetting Tips & Tricks
A frequent reason for campaign rejection is an insufficient Call to Action (CTA). This section should clearly describe how an end user signs up to receive messages. Opt-ins must be explicit…
Read article →Unofficial Guides
Mikrotik - DNS DoS Attack Prevention
If you are experiencing high ping times and/or slower than normal internet speeds, you might be a victim fo a DNS DoS attack.
Read article →Web & Mobile Apps
Zoiper Configuration Guide
How to configure Zoiper Lite VoIP softphone for a Hosted PBX User.
Read article →Call Center
Call Center Report Emails
How to configure call center report Emails Log into the Briva Voice portal as a scope of Call Center Supervisor and navigate to Call Center screen.Select the Reports sub-menu Email ReportsThere…
Read article →Call Queues
Manage Queues by User
In the past, only devices could be added to queues, which can lead to cluttering up the UI with multiples of the same user. If a user is logged into three devices, these will all appear in the…
Read article →Call Parking
Call Parking Ringback
OverviewBy default, parking lots created in the 710 - 719 range will have ringback enabled.This means that calls parked in this range will "ring back" to the original extension that parked the…
Read article →PBXs and ATAs
Yeastar MyPBX Configuration Guide
To access the Yeastar MyPBX's web GUI, please change network settings to be on the 192.168.5.X subnet.
Read article →Audio Conferencing
Add New Audio Conference Group or Room
Conference rooms let several people join the same phone conference. A conference group organizes related rooms, such as rooms for a department.
Read article →IP Fax
T38 Fax Trunk Settings
Briva Voice support manages service activation and trunk configuration. The technical settings below are for authorized administrators; ask support to confirm the settings available for your account.
Read article →MoH - Music on Hold
Music on Hold Management ( MoH )
The Music on Hold ( MoH ) feature allows you to upload and play custom sound files to callers when placed on hold, waiting in a queue or placed in a parking lot.Tips. Admins and office managers…
Read article →UC+ Softphone
Deleting Speed Dials with BLF (Busy Lamp Field)
To delete Speed Dials/BLFs, from the main menu select the “Quick Dial” option Tap the “EDIT” button, immediately the existing speed dials will show a “x” on the top left area Tap on the “x” icon…
Read article →Phone Numbers
E911 Location Services
Emergency calling depends on the emergency caller ID and registered physical location configured for your service. Contact Briva Voice support to confirm or update this information whenever a…
Read article →Call Recordings
AWS S3 Setup For Call Recordings Remote Storage
**NOTE: This is a general guide to setup an S3 bucket for use with Remote Storage, please always consult with your security team and/or security policies before starting.**Migration NOTE: A new…
Read article →Phone Number Routing
Route Phone Numbers with a Basic or Static Route
This article will help you create a basic or static inbound route.For example: Routing a phone number to a Receptionist User who will answer all calls and maybe forward the line at the end of the…
Read article →CRM Integration - NAVA Go Integrator
NAVA Go Integrator Compatible Apps / CRMs Catalog
NAVA Go Integrator Compatible CRM and Business ApplicationsMandago has 300+ integrations with CRM and other Business applications. Among the more popular CRM integrations are Salesforce, Zoho…
Read article →Video Conferencing
Start a New Meeting
This article provides instructions on how to start a new meeting for instant use.Note: First time users must ALLOW the browsers Camera and Microphone permission request or your audio and video…
Read article →Mikrotik Router Assistance
Mikrotik Site to Site Ipsec VPN
Two remote office routers are connected to internet and office workstations behind routers are NATed. Each office has its own local subnet, 10.1.202.0/24 for Office1 and 10.1.101.0/24 for Office2.…
Read article →Generic Router Help
How to Disable SIP ALG on Fortinet / FortiGate
In this article, we will show you how to disable SIP ALG on FortiGate. On devices running FortiOs, you will need to disable this in multiple places as shown below.
Read article →VoIP Troubleshooting Tools
Internet Speed Test
For the most useful result, connect a computer by Ethernet to the network used by your phones. Run your internet provider's speed test several times and record download speed, upload speed, and…
Read article →Auto Attendants
Auto Attendant Features
Auto Attendant Options:User: This option allows for calls to be directed towards a User.Call Queue: This option allows for calls to be directed towards a Hunt Group/Call Queue.Directory: This…
Read article →Phones & Devices
3CX Softphone Configuration for Hosted PBX
Click on the new registration record to view the manual settings.
Read article →Call Center
Call Center Home Page
The Call Center Home Page is the best place to view statistics related to the call queues that a supervisor manages. It is the first screen when logged in under Call Center Supervisor scope.
Read article →Unofficial Guides
How to make a Mikrotik act as a wireless station
Equipment: Any available wifi network and in our case a Mikrotik 751-2HnD
Read article →Web & Mobile Apps
Contact Center for SNAPMobile Web
The SNAPsolution has had extensive call center capabilities available through the portal for users who manage or participate in call queues. These statistics and features are now available in…
Read article →Call Center
Cradle to Grave Overview
The Cradle to Grave feature is an extension of the existing Call Trace functionality that allows more users to troubleshoot issues by presenting high level info in plain English.
Read article →SIP Articles
SIP Trunk Failover
Briva Voice support manages service activation and trunk configuration. The technical settings below are for authorized administrators; ask support to confirm the settings available for your account.
Read article →Call Parking
Park Breakout to Voicemail
Just like a queue breakout, where a caller waiting in a queue can hit a key to exit and leave a voicemail vs continuing to hold, park breakout offers callers waiting on park the same…
Read article →Call Queues
Manage MoH Files for a Call Queue
Call Queues inherit the MoH files uploaded to the the PBX at the system level.However, it's possible to upload MoH files that are dedicated to each queue.This allows you to have custom messages…
Read article →UC+ Softphone
Creating Speed Dials with BLF (Busy Lamp Field)
The UC+ softphone supports the creation of speed dials which at the same time can be used as BLFs to check the status of the user.This is how BLF statuses are displayed on the app:IDLE RINGING ON…
Read article →Call Recordings
Wasabi Setup For Call Recordings Remote Storage
Create a Wasabi Bucket for Call Recordings Remote Storage
Read article →Phone Numbers
CNAM Storage - Outbound Caller ID Name
CNAM registration associates your business name with a phone number for supported caller-name lookups. The receiving telephone provider decides whether and how to display that name.
Read article →Auto Attendants
Add / Edit an Auto Attendant
Auto Attendants are a great way to answer inbound calls with a professional greeting. They present callers with pre-configured routing options and alleviate the need to a full time…
Read article →IP Fax
T.38 Fax Overview
Fax machines on the PSTN communicate using the T30 protocol. T38 encapsulates the T30 transmission in real-time and uses data redundancy methods to ensure the complete delivery of a fax. By…
Read article →Users & Extensions
Add a Phone or Device to a PBX User
The Briva Voice Hosted PBX platform supports auto provisioning of most popular phone models.In addition, our platform supports multiple devices per User with the same extension number. This allows…
Read article →Video Conferencing
Schedule a Meeting
This article provides instructions on how to schedule a meeting for future use.Note: First time users must ALLOW the browsers Camera and Microphone permission request or your audio and video will…
Read article →SMS - Text Messaging
How To Set Up SMS for Call Queues
This allows queues to accept SMS messages where call center agents will handle the text conversation.
Read article →Users & Extensions
Extension Numbering Ranges (Recommended)
Having a consistent numbering scheme for the extensions created within a customer PBX allows for easier turn-up and easier reference points when troubleshooting
Read article →Generic Router Help
Router Compatibility and VoIP Installation Best Practices
Your router needs enough capacity for concurrent calls, phone registrations, presence, BLF, and any quality-of-service rules. Device model, firmware, internet quality, and network design all…
Read article →PBXs and ATAs
Cisco SPA112 Basic Configuration Guide
Once logged into the SPA-112 do the following to configure the phone.
Read article →Phones & Devices
Fanvil Overrides
How to configure Auto Provisioning Overrides for Fanvil devices.
Read article →Call Center
Utilizing Listen, Whisper, and Barge-in
This article demonstrates how to allow users to utilize their desk phone to dial-in to an agent's call and switch among Barge-In, Listen, and Whisper modes.**This feature is only available upon…
Read article →Unofficial Guides
Mikrotik - NAT Rule (Port Forwarding)
In the event port forwarding is needed, a NAT Rule will need to be created in the Mikrotik.
Read article →SIP Articles
Extension dialing between a Hosted PBX and an External PBX
The article below describes the concept on how Briva Voice administrators can setup extension dialing between a Briva Voice Hosted PBX and an external PBX (like a 3CX, Avaya, Asterisk, etc.)…
Read article →Web & Mobile Apps
Call Center Webphone
The Briva Voice VoIP and UCaaS platform has several Call Center capabilities designed for both Supervisor and Agent Users.Some of these capabilities are now available directly from the SNAP.GO…
Read article →Call Queues
Add an Agent to a Call Queue
After you have created a call queue you can then add Agents to it.However, when adding an Agent you will have to select a specific device that belongs to that Agent. This concept allows an agent…
Read article →UC+ Softphone
Contacts Management
UC+ has two contacts lists.The “Business Group” which includes the domain’s PBX users and the “Address Book” which are the contacts obtained from the mobile device. New contacts can be added only…
Read article →10DLC - TCR Messaging Compliance
10DLC - Privacy Policy's that help Approvals
Importance of a Clear and Compliant 10DLC Privacy PolicyHaving a clear and compliant privacy policy is essential for 10DLC (10-Digit Long Code) campaign approvals. As part of the approval process…
Read article →Video Conferencing
Introduction to SNAP.HD Video Conferencing by Briva Voice
SNAP.HD provides video meetings integrated with supported Briva Voice phone-system accounts. Availability depends on the features enabled for your organization.
Read article →Web & Mobile Apps
Web - Using the Attendant Console
The Attendant Console supports the use of Dynamic call parking (park goes to first available call park) or static call parking (activated by transferring the call to a specific call park). The…
Read article →Mikrotik Router Assistance
How to Disable SIP ALG on a Mikrotik
Many of today's commercial routers implement SIP ALG (Application-level gateway), coming with this feature enabled by default. While ALG could help in solving NAT related problems, the fact is…
Read article →SMS - Text Messaging
Send and Receive SMS in the Mobile & Web Apps
SMS must be enabled for your Briva Voice number and assigned to your user or queue before you can send or receive messages. Contact Briva Voice support if messaging is missing from your account.
Read article →VoIP Troubleshooting Tools
How to Disable SIP ALG by Router Model
OverviewListed below are the common methods for disabling SIP ALG for common devices used.If your device is not listed we recommend you contact the manufacturer or consult the manual to see if…
Read article →PBXs and ATAs
Netgen HX40xE Fax ATA Configuration Guide
This article will show you how to configure the Netgen Fax ATA for use on the Briva Voice T38 IP Fax platform.Netgen HX40xE Configuration Guide 1. Power on the device and connect the PC port to…
Read article →Call Center
Using SNAPanalytics
To access SNAPanalytics, log into the Portal with a User Scope that has already been given access to Call Center features and navigate to the Call Center Home. Then click on the SNAPanalytics…
Read article →Call Center
Call Trace Improvements
The Call Trace feature has been updated and provides traces that are far more interactive, and easy to use, and at the same time offer greater insight into call flows.
Read article →General Information
Ensure that Messages are Delivered to Email
If a Briva Voice message has not arrived, check your spam, junk, quarantine, and deleted folders. Confirm that the email address on your account is correct.
Read article →Phones & Devices
Grandstream - Multicast Paging (Group Paging)
The multicast paging feature allows the IP phones to send/receive Real-time Transport
Read article →Call Parking
Adjust Ringback Timer for Parking Lots
Parking lots in the 701-709 (Dynamic) and 710-719 (Static) ranges have the Ringback feature enabled. The Ringback feature will monitor how long a call has been held in a parking lot for and return…
Read article →Unofficial Guides
Mikrotik - Change LAN Subnet
By default Mikrotik use the following LAN subnet, 192.168.88.0/24 with the gateway IP being 192.168.88.1.
Read article →Call Queues
Add / Edit Call Queues
Call Queues are a great way to manage high traffic inbound call flows. When a caller reaches a queue, usually from an Auto Attendant or direct Phone Number route, the caller is placed in a virtual…
Read article →Phone Numbers
Enhanced Caller ID - Inbound Caller ID with Name
Incoming calls usually provide a caller ID number. When caller-name lookup is available and enabled, the Briva Voice platform can look up the name associated with that number and deliver it with…
Read article →UC+ Softphone
UC+ Settings
To access the UC+ settings select the “Keypad” option from the main menu.Then tap the gear icon on the top right section. The “Settings” screen will show the following options: Account Setup…
Read article →10DLC - TCR Messaging Compliance
10DLC - Campaign Use Case Guide
Related Guides: 10DLC - Campaign Requirements Guide, Campaign Checklist, Materials for 10DLC Education and TrainingOverviewThis guide is to help give clear difiniotion on the various Standard…
Read article →Phone Numbers
Phone Number Features
Contact Briva Voice support with the affected number and the feature you want to add or update. Our team will confirm availability and arrange the configuration for your account.
Read article →Call Recordings
Call Recordings Remote Storage
1. Navigate to the Call History tab and click on the Recording Storage Settings button. 2. Click on the Add Remote Storage button. 3. The Add Remote Recording Storage modal will pop up, enter a…
Read article →Web & Mobile Apps
Mobile App - Android
SNAPmobile Android is a softphone with Portal capabilities including visual voicemail, call history, contacts, greetings, and answering rules. The key features are:
Read article →PBXs and ATAs
Adtran 904 PRI Config
Before using this template you must find and replace the following values:
Read article →Can’t find what you need? Contact Briva Voice support or call (469) 801-9561.
