1.      What is a DID?

DID – Direct Inward Dialing (phone number) -  Vocalocity provides each unlimited, metered, and virtual extension with a “DID” for that specified extension.

2.     How do I add a Local, Toll Free or Fax DID?

Unfortunately customers cannot add or choose their local phone numbers. If you would like to add a new number please create a support ticket at support.vocalocity.com and click “Submit a Ticket” at the top of the page, or you can call into our Customer Care department at 1-866-901-0242.

To add a fax service please log into my.vocalocity.com and click the “Phone System” icon at the top of the page. On the left hand toolbar click “Faxes.” When the page has loaded click “Add New.” The service will be added immediately and the number will be added within 2 hours. Fax numbers are given by Vocalocity and cannot be chosen by the customer.

3.    How do I swap DID’s?

To swap DID’s that are on your account log into my.vocalocity.com and click the “Phone Systems” icon at the top of the page. From here, choose the feature that has one of the numbers you would like to swap and click “Add/Remove” next to your list of numbers. Move the desired number(s) from the “In-Use” column to the “Available” column, click “Update” and then “Save.” Next, go to the feature that you would like the DID to be placed on and click “Add/Remove” next to your list of numbers. Move the desired number(s) from the “Available” column to the “In-Use” column, click “Update” and then “Save.”

You may also open a ticket at support.vocalocity.com and click “Submit a Ticket” at the top of the page, or you can call into our Customer Care department.

4.    There are amber lights or hollow phone icons on my phone, what does this mean? What do I do now?

This means your phone is unable to connect to the internet. Please check the following:

      • Is your phone plugged in properly?
        a. From wall/switch/router into the LAN or WAN connection on the back of your phone.
      • Is your internet is working?

If the problem persists please contact our Customer Care department.

5.    What is Vocalocity’s policy on billing for international forwarding?

If you choose to forward your extensions to an international number your account will be charged the international rate for each minute that the caller is connected to the forwarding line. View an international rate sheet.

6.    How do I update my credit card? Do I need to call in to support to make a change?

You do not have to call Vocalocity support to make a change to your credit card information. Log into my.vocalocity.com and click the “Billing” icon at the top of the page. When the page has loaded click “Credit Card” on the left hand toolbar. Here you will see your credit card information and your billing contact, edit any fields you need to.

7.    Can I change my activation date? If yes, how do I change it?

To change an activation date, please open a support ticket at support.vocalocity.com and click “Submit a Ticket” at the top of the page. We can push your activation date back but only up to 30 days from the original activation date.

8.    My number line has been ported away without my permission!

If you find that your number line has been ported away without your consent, please call Customer Care immediately so we can investigate this issue for you. Vocalocity will then work toward having your number ported back within a timely manner

9.     I chose to port away my fax line (and paid the $100 fee) but want to port it back again. How do I get it back to Vocalocity?

If you would like to port your number back to Vocalocity you will have to submit your request at porting.vocalocity.com. All porting guidelines and rules apply.

10.    How do I remove an extension?

To remove an extension open a support ticket requesting removal at support.vocalocity.com and click “Submit a Ticket” at the top of the page. Please note that we do not grant pro-rated credits therefore we suggest using the extension until 3 days before your bill date.

11.    I need help provisioning my phone.

For information on provisioning your phone please visit the corresponding article below.

Yealink Phone Setup

Linksys Phone Setup

Aastra Phone Setup

Cisco 7940/7960 Phone Setup

Cisco 300/500 Series Phone Setup

Panasonic Phone Setup

Polycom SoundPoint IP Phone Setup

Polycom VVX Phone Set Up

Grandstream Phone Setup

If you are still having issues please visit our support site at support.vocalocity.com and create a ticket by clicking “Submit a Ticket” at the top of the page.  You can also call into our Customer Care department.

12.    My account has been suspended, what do I do now?

If you find that your account has been suspended,  please call into our Customer Care department.

13.    I would like to remove services or cancel my account, what steps do I need to take?

There may be instances where you would need to remove services or cancel your account. Vonage Business Solutions is happy to assist with an account change. To learn more about removing services or cancelling your account please call 1-866-901-0242 Monday through Friday: 9:00 a.m. to 9:00 p.m. EST for assistance. Our representatives will review your request and work hard to ensure you do not encounter an unexpected outcome with your account change.

To cancel an account, as described in our Terms of Service, we require 72 hours prior notice from the Superuser. The notice must be provided through an online submission at cancel.vonagebusiness.com. Once we receive your notice, a Vonage Business Customer Care representative will contact the Superuser to review the cancellation process and ensure that cancellation is processed in a coordinated manner to avoid any impact to your business.