Portal Basics - Account and Device Management

The account section begins with the account name and 5 digit account number.

• Close Account - Choose this option to close the account and disable any future billing. You will receive final instructions for closing an account after choosing this option.

Authorized Users / Account Owners

• Authorized Users - Email address list of all account owners.

Account Settings and Information

• Account Security Pin - 4 or more digit security pin used to authenticate customers for chat and phone support.
• Maximum Call Capacity - Simultaneous call capacity limit for the account.

Pay Per Minute / Toll Free Balance

• Pay Per Minute or Prepaid Balance - Prepaid account balance for any pay per minute or other non-recurring charges.
• Add Funds to PPM Balance - Select amount to be credited to the Pay Per Minute or Prepaid Balance. This option requires a valid autobill method on file to avoid return payment fees or account restrictions.
• Low Balance Trigger, if enabled - Automatically recharge your Pay Per Minute balance if your Prepaid balance falls below this amount.
• Recharge Amount, if enabled - Amount to automatically credit the account when the Prepaid Balance falls below the Low Balance Trigger.

International Calling

• International Prepaid Balance - current available credit for international calling.
• Add funds to international balance - Choose this option to add funds to your International Prepaid Balance credit balance.
• International low balance notification - email address where a low balance notification will be sent when International Prepaid Balance falls below zero.

Automatic Call Recording, If Enabled

• Delete Recordings, Disabled Access - Click this link to disable Automatic Call Recording and delete all stored call records.
• Reset Password - Generate a new recordings Portal Password.
• Recordings Portal Link - Web address to access call recordings.
• Recordings Portal Login - Username to access call recordings.
• Recordings Portal Password - Strong password to access call recordings.
• Call Recording Email Address, if enabled - Email where call recordings are sent at the end of every call. This option is limited to customers making or receiving fewer than 10 calls per day.

• Invoice Frequency - How often the account is billed.
• Estimated Last Invoice - Date last invoice was sent if applicable.
• Estimated Next Invoice - Estimated date of last invoice if applicable.
• Outstanding Account Balance - Total amount due at this time.
• Estimated Charges Next Invoice - Estimated amount due next invoice assuming no account changes are processed.
• Set Latepay Contact Phone Number - Phone number where calls are forwarded too when account is delinquent. If unset outbound calls are forwarded to Helix Telecom Sales Department for collection. Customers and resellers may override this default by entering a valid 10 digit number here.
• Payment Methods - Debit/Credit Card and eCheck portal links to add, update or remove payment method on file or pay outstanding balance.
• Order New Extensions & Phone Numbers - Request additional extensions and phone numbers. Phone numbers must still be selected from the Number Search Form.

Equipment Activation Pins are used to assign new devices to an account by dialing 611# during installation.

The phones and extensions section contains a list of active extensions assigned to the account.

• Extension = 4 digit extension number.
• Device MAC = MAC address of device printed on a white bar-coded label on the bottom. If multiple MAC addresses printed on device then use the primary MAC assigned to the ethernet port. If not populated then you may enter the MAC address and click the SAVE icon. If previously populated then you may click the delete icon next to each MAC address to deactivate the device and remove it from the account. Power cycle the device to update the configuration.
• Name = Extension name is shown when dialing between extensions. This field should not contain any special characters.
• Caller ID = Set the 10 digit Caller ID when placing a call to the Public Switch Telephone Network.
• Status = Shows if the extension is offline or online. If online then it also shows the latency. Latency below 100ms is common for United States customers and below 300 for international customers. If the latency number varies heavily during screen refresh it may imply a network issue.

This section only applies to customers with compatible Helix Telecom equipment assigned to the account. Click the SAVE icon found in the UPDATE column to apply changes.

• Extension - 4 digit extension assigned to the device.
• MAC - MAC address of device printed on a white bar-coded label on the bottom. If multiple MAC addresses printed on device then use the primary MAC assigned to the ethernet port.

Both the TimeZone and ZIP Code must be configured for the following settings to work properly.

• TimeZone - Set the time zone applied to the phone's clock.
• ZIP - Set the 5 digit ZIP code where the phone is located.

The following settings may be applied independently:

• Call Compression - Default is DISABLED. This setting should not be enabled unless recommended by a qualified technician. Enabling this feature will disable 3-way calling and attended transfer. Changing this setting will cause the page to refresh.
• NAT Profile - Default is KEEPALIVE. This setting should not be used except by a qualified technician to troubleshoot malfunctioning routers or modems. Changing this setting will cause the page to refresh.
• Handsets - Set the number of handsets connected to the Grandstream DP750 or DP752 cordless phone systems. Confirm a valid payment method on file before modifying this setting. Changing this setting will cause the page to refresh.

Customers with Helix Telecom fax adapters should enter the MAC address of the device, phone number to display on outbound calls and click SAVE to activate the device. Power cycle the device to update the device configuration after making changes. If the device is online and activated the REGISTRATION column will show ONLINE and green.

This section configures where faxes should be sent when received by a phone number.

• If you would like the phone number to support both voice and fax calls then only enter email addresses as a delivery destination.
• If you would like the phone number to support fax service only then enter email addresses and fax adapters as a delivery destination.
• Entering a fax adapter as the delivery destination will automatically disable voice support on the phone number selected.

Simply choose the phone number you would like to configure from the pulldown, enter the email address or fax adapter as the destination and click the SAVE icon to apply changes. If you would like to remove a destination then click on the appropriate DELETE icon found in the UPDATE column.

Some changes may take up to 24 hours to apply.

Simply choose the phone number pulldown, enter the email address where messages should be delivered and click the UPDATE icon to save changes. Wait 1 business day and test to confirm the service is working. If you experience difficulty after 1 business day then contact Support.

If SMS service is unavailable or there is an additional charge then you will receive a email within 1 business day.

Voicemail Transcription - If ENABLED and a email address is included in the Email Notification field then a transcribed copy of the voicemail will be included as text in the email notification. If DISABLED then a transcribed copy of the voicemail will not be included as text in the email notification.

This section allows customers to update voicemail box settings for active extensions.

• Extension - 4 digit extension number for the mailbox.
• Mailbox - 7 digit mailbox number used to access a voicemail box from the Universal Voicemail Access Line.
• Name - Name assigned to the extension. This field is also found under PHONES & EXTENSIONS.
• Passcode - voicemail passcode used to access the voicemail box.
• Email Notification - Email address where voicemail notifications are set when a voicemail is received.
• Attach - This option requires a valid email address sent in the Email Notification column. If Y then a copy of MP3 copy of the voicemail will be attached as to the email notification, if enabled. If N then only a email notification will be sent.
• Auto Delete - If Y then the voicemail will be deleted from the system after the Email Notification is sent. If N then the voicemail will be saved. Voicemail boxes may store a limited number of voicemail messages. If this option is set to NO then the mailbox owner must clear the voicemail box on occasion.
• Delete Mailbox - If Y then voicemail box contents including voicemail greetings and voicemail messages are deleted. If a voicemail box is inaccessible because it is full then setting to Y will resolve the access issue. This option cannot be undone. This option will not reset any voicemail box settings.

This section is provided as information to customers who wish to use softphones or their own devices. An instruction link is found at the top of the section.

This section is provided as information to customers who use the Flash Operator Panel. An instruction link is found at the top of the section.

This section is provided as information to customers who use Call Parking keys. Contact Support for a link to the Call Parking key configuration instructions. The instructions vary depending on the model device you are using.

If you wish to apply an account wide restriction to incoming calls based on the Caller ID then enter some portion of the Caller ID string to block and click ADD. The entry may be letters or numbers.

Entering anything less than 10 digits may have unintended consequences. For example.. entering 602555121 will block any call containing the digits “602555121”. This includes both “3602555121” and “6025551211”, “602555122”, etc.

If you would like to remove a number from the Blocklist then click the DELETE icon next to the appropriate entry.