Table of Contents

Helix Telecom has begun a infrastructure modernization project in August, 2026. Documentation, links, instructions and processes related to provisioning equipment, customer portal, voicemail portal, ticket management, SMS, MMS, Fax, softphones, email communications may be incomplete or inaccurate. If you need updated documentation please sign into your account at https://fixmyphonesystem.com and submit a support ticket for assistance.

General Tutorials

What are some common call routing configurations?

How do I know what my extension is?

What are acceptable audio file formats for use with Helix Telecom phone service?

I was given an announcement code. How do I use this code?

What are list of feature codes I can use?

How do I access my call logs from any web browser?

How do I move the phones to another location or another office?

I would like to integrate Helix Telecom phone system with my CRM package.

What is the difference between an IVR, Auto Attendant, Queue Intro, Music on Hold and a Voicemail Greeting?

Dialing A Number

How do I dial another extension or phone on my account?

My account includes support for 7 digit dialing. How do I call a phone number outside my area code?

If you are calling outside the continental United States and Canada then please click here for dialing instructions.

Call Forwarding

How do I update my Call Forwarding via a Helix Telecom phone? (Preferred Method)

How do I update my Call Forwarding via the web interface?

CallerID

Can I use a toll free number as my CallerID?

How do I update the Caller ID number for a single extension or phone?

How do I use dial codes to change my CallerID?

Does Helix Telecom support CallerID Name service?

The Caller's Name is incorrect on incoming calls when using CallerID Name Service.

The wrong country appears on some mobile phones when placing an outbound call.

My CallerID appears as SPAM or SUSPICIOUS when placing an outbound call.

Dynamic CallerID

What is Dynamic Caller ID?

How do I enable Dynamic Caller ID?

What area codes are covered by Dynamic Caller ID?

What area codes are assumed to be the same metro area for Dynamic Caller ID?

Queues

I would like agents to login and logout of queues dynamically depending on skill set or call volume. Is this possible?

How do I login or logout of a dynamic queue?

IVR / Auto Attendant

What is the difference between an IVR or Auto Attendant and Voicemail greeting?

Where can I find sample Auto Attendant / IVR Greetings?

What is the process for recording an IVR or Auto Attendant greeting?

I would prefer if Helix Telecom recorded my auto attendant or voicemail greeting.

I submitted an IVR or Auto Attendant recording in MP3 format and the volume is too low, too high, sounds choppy or sounds like static.

How do I obtain copies of IVR or Music on Hold recordings.

Time Conditions

I was given a toggle star code. How do I use this code?

If I have a time condition do I need to update my hours for Daylight Savings Time?

On-Demand Call Recording

How do I use On-Demand Call Recording?

Do I need to notify other parties when calls are recorded?

Automatic Call Recording

How do I enable Automatic Call Recording on my Helix Telecom account?

Automatic Call Recording was enabled on my Helix Telecom account. How long before the recordings become accessible?

My account was past due and I am no longer able to access my call recordings.

How do I access my call recordings from a web browser?

How do I access, search or download my call recordings via Filezilla software installed on my computer?

My automatic call recordings have strange names. What is the file naming convention for incoming calls?

My automatic call recordings have strange names. What is the file naming convention for outgoing calls?

Does Helix Telecom guarantee every call is recorded?

How long are call recordings stored on Helix Telecom servers?

Is it possible to delete individual call recordings from my Automatic Call Recordings store?

Voicemail Access

How do I access my voicemail box from my own phone?

How do I access the voicemail box for a different extension from my phone?

How do I use the Universal Access line?

How do I access my Voicemail Box from any web browser?

How can I access my voicemail when traveling?

How do I record a temporary voicemail greeting when I am out of the office or on vacation?

How do I remove a temporary voicemail greeting?

How do I return a call without exiting the voicemail system?

Voicemail Settings

How do I update my voicemail greeting?

I do not want to record a voicemail greeting in my own voice. Does Helix Telecom offer a generic voicemail greeting for my mailbox?

How many voicemail messages can a mailbox store?

How many voicemail messages can be stored at the same time?

How long will Helix Telecom store my voicemail messages?

How do I update my name played to callers who locate me via the Dial By Name Directory?

How do I allow callers who have reached my voicemail box to dial options 0, 1 or 2 to reach an alternative destination?

How do I update the email address where my voicemail notifications are sent for my extension?

How do I receive my voicemails in my email inbox?

Voicemail Passcodes

Why has my easy-to-guess voicemail passcode changed?

How do I update my voicemail passcode from my office phone?

How do I update my voicemail passcode using my computer?

Call Parking

What is Call Parking? How do I park a call?

Intercom / Paging

What is the difference between intercom and paging?

How do I connect via intercom to a single phone?

How do I page all available phones on my account?

Speed Dial

How do I use the Speed Dial feature?

Hold Music

Can I provide copyrighted music or other recordings (such as MP3) for use with my phone system?

Can I choose different hold music?

I submitted a hold music recording in MP3 format and the volume is too low, too high, sounds choppy or sounds like static.

Phonebooks

Please see the Phone Instructions section of our Wiki for information about phonebook management for individual devices.

Distinctive Ring

I would like to set a custom ring tone for incoming calls based on the phone number dialed.

I would like to change the ring tone for my phone.

I am currently using RING 1, RING 2 or RING 3 on my Grandstream phone. I would like to set the Distinctive Ring to DEFAULT for specific calls.

Conference Rooms

How do I join a conference?

How do I forward a participant to a conference call?

How do I access the conference menu?

What is my conference room pin?

Remote Dial

What is the Remote Dial feature?

How do I set my mobile phone number for Remote Dialing?

How do I set my CallerID for Remote Dial?

Hotdesking or Hoteling

What is Hotedesking or Hoteling?

How do I use Hotdesk to sign-in or sign-out of a phone when moving locations?